Returns
- Can I return or exchange items?
Yes, you can return or exchange your items within 14 days of receiving your original order.
- How do I return an item?
Simply go to www.euro-star.de/returns/rma/new to register your return. Select the item(s) you wish to return and indicate the reason of returning the item(s). Then request the return and you will see the return label. We will also send you an email with the return label, which you can print at home and stick on the package. Alternatively, you can show it on your phone to the post.nl office for them to scan it.
After we have received your return in our warehouse we will send you an e-mail with a receipt confirmation.
Return costs are €4,95 per shipment. We will deduct this amount from your refund.
- I have returned an item, when will I receive my money?
Your money is automatically refunded back via the payment method you used to make the purchase. Refund costs of €3,95 per shipment will be deducted from the refunded amount.
- Credit card:
If the payment was made using a debit or credit card, the money will be refunded to the bank account linked to the card.
- PayPal:
If the payment was made using PayPal, the value of your return will be refunded to your PayPal account.
- Direct ebanking:
If the payment was made using direct ebanking (iDEAL, Sofort, Giropay, Bancontact), the value of your return will be refunded directly to your bank account.
- Pay after delivery (Klarna):
If the payment has been done via Klarna, you will need to pay after 14 days. You can return the goods free of charge within these 14 days and then no payment via Klarna is required. If you have already paid the invoice and afterwards you have send back the goods, then the receipt of the goods must be confirmed before we can arrange the refund via Klarna.
You will receive an email confirmation when your return is received into our warehouse, and you should usually receive your refund within 48 hours of receiving this email.
Please note: After we have received your return it can take up to 10 days before your refund has been processed to your bank account. If you have any further questions regarding refunds, please contact our customer service by mail via online@euro-star.de.
- How about my right of withdrawal?
You are entitled to withdraw from the contract at hand within a period of two weeks without giving any reasons.
The withdrawal period is fourteen days from the date on which you or a third party named by you, who is not the carrier, has taken possession of the goods.
In order to exercise your right of withdrawal, you must contact us (Robert van der Glas, Oude Middenweg 81, 2491 AC The Hague, info@hvequestrian.com, phone: +31 (0)20 407 44 47) by means of a clear statement (e.g., a letter sent by mail, a fax or an e-mail) about your decision to withdraw from the contract at hand. For this purpose, you can use the attached withdrawal template, the use of which, however, is not mandatory.
In order to comply with the withdrawal period, it is sufficient for you to forward the notification of exercising your right of withdrawal before the expiry of the withdrawal period.
Consequences of withdrawal
In case you withdraw from the agreement at hand, we shall be obliged to refund all payments we received from you, including delivery charges (except for the additional costs arising from your choice of a delivery method that is not our offered most favourable standard delivery) immediately but no later than fourteen days from the date on which we received your notification of withdrawal. Unless expressly agreed otherwise, the means of payment you used for the original transaction shall also be greed as the means of payment for such refund; you shall not be charged with fees for such repayment. We reserve the right to refuse any refund until you have either safely returned the goods or you have furnished us with proof that the goods were returned by you - whichever is the earlier.
You are obliged to return or hand over the goods to us or to Euro-star, Kolenbranderstraat 22, 2984 AT Ridderkerk, The Netherlands, without undue delay and, in any case, no later than fourteen days from the date on which you notified us of your withdrawal from the contract at hand. The deadline is met if you dispatch the goods before the deadline of fourteen days has expired. We shall bear the cost of returning the goods. You are only obliged to pay for a possible loss in value of the goods in cases, where a loss of value results from a handling that is not necessary for examining the condition, the characteristics and the functioning of the goods.
Withdrawal form template
(Please fill in this form and send it back to us, if you wish to withdraw from the contract.)
– To
euro-star
Robert van der Glas
Oude Middenweg 81
2491 AC The Hague
The Netherlands
info@hvequestrian.com
– I/we(*) hereby withdraw from the contract concluded by me/us(*) for the purchase of the following goods (*)/the provision of the following service(*)
– Ordered on (*)/received on (*)
– Name of the consumer(s)
– Address of the consumer(s)
– Signature of the consumer(s) (only for paper-based notification)
– Date
(*) Delete as appropriate.