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Returns

Returns

Need to return an item? It´s easy and it´s fast!

Log in to MY ACCOUNT
and print your return label

Prepare a new parcel and attach the return label outside

Send your parcel

After verification that the item is in perfect conditions, we will issue a refund

Returns policy

What is the returns policy?

You have 30 days to decide if the item is right for you. We will refund any item(s), provided that the item(s) has not been damaged, soiled, washed, altered or worn and that all labels and tags are attached. If, for example, you prefer another size or another color, you must place a new order in our online store.

Do you want to return something? Please make sure you respect the following criteria:

- You can return any item for a refund within 30 days of receiving your original order. Please note that due to their nature, customized/personalized items, such as customized football boots, customized football gloves and customized t-shirts or customized skis cannot be returned unless defective or damaged during shipment.

- All items must be unworn and in their original condition. Returned items should include tags and any packaging e.g. shoes should be returned with the original shoe box. Please do not attach any labels or duct tape directly on item´s packaging.

- In the unlikely event that an item is returned to us in an unsuitable condition, we may have to send it back to you.

- It is important to follow the return process, which begins by making a return request through the My account section.

- The items are your responsibility until they reach our warehouse, so make sure it’s packed up properly and can’t get damaged on the way! We recommend you obtain a proof of postage. Our returns address is: TRADEINN RETAIL SERVICES, S.L. c/ Pirineus, 1, 17460 Celrà (Girona), Spain.

How do I return something?

To speed up the process of your return, follow these steps:

Step 1: Log in to MY ACCOUNT

Sign in to your account by using your email address and password and please select My orders. Please click on the order, select the reason better suits the situation and follow the instructions. Then print your return label.

Step 2: Prepare your parcel

Once you could print your return label, please prepare your parcel. Please make sure to send the item/s back in perfect conditions (unused, with labels, in original packaging) and use a new parcel/packaging to make sure that no labels or duct tape will be attached on the original product packaging.

Step 3: Send your parcel

Attach the return label on the outside of the packaging and send the parcel to the address indicated on the return label.

Step 4: Receive refund

When your return is being processed, you will receive an automatic email. We’ll also send you an email as soon as we’ve completed your return. Any refund will automatically be issued to the payment method you used to place your original order. It can take up to 15 working days (excluding weekends and bank holidays) from the date of your return to be delivered back to our warehouse and completed.

If you want to exchange your item, you need to return it and then place a new order.

What if I receive a defective/damaged or wrong item?

If you receive a defective/damaged or wrong item, please follow the process below:

Step 1: Log in to MY ACCOUNT

Sign in to your account by using your email address and password and please select My orders.

Step 2: Select order/item

Please click on the order and select the damaged/defective or wrong item/s. Please choose your return reason.

Step 3: Information/pictures

To process your claim we kindly ask you to provide us with a brief description about the defect/difference as well as at least one picture where the damage/defect/difference can be shown. Pictures can be attached directly to the form. In case of your parcel arrived damaged and you did already sign the receipt, we need you to provide us within 4 days with additionally information as:

- Picture of the damaged item
- Picture of the parcel, label as well as the damage of the parcel.

Step 4: Process

Once we could receive any required information, we will review your request as quickly as possible.

We are unable to accept reclamations for the following defects:

- Damaged due to incorrect or intense usage.
- Increased perspiration.
- Colour transfer (i.e. jeans colouring socks blue).
- Damaged due to external factors, such as friction, sharp objects or chemicals.
- Articles that cause physical discomfort i.e. blisters.

How do I get my refund?

Any refund will automatically be issued to the payment method you used to place your original order.

- If the payment was made using a debit or credit card, the money will be refunded to the bank account linked to the card.

- If the payment was made using PayPal, the value of your return will be refunded to your PayPal account.

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: if you have received a gift and would like to return it for a refund, the person who originally purchased the gift will receive the refund. We apologize for any inconvenience this may cause.

Original delivery costs are refunded only if returns are for defective and faulty items, or incorrect item shipped.

How do I exchange an item?

In case you wish to receive the same product in a different size or another alternative product, you must process a new order through our website, paying the shipping costs again.

INFORMATION REGARDING SIZES

There may be a difference between the size you have ordered and the one indicated on the label of some articles and brands, but do not worry, this is due to the equivalence between international sizes (eg size 38 in Spain is equivalent to 36 in Germany). We recommend that you try everything on calmly at home.

Who pays the return fees?

If you return an item due to not fitting correctly or any similar reason, return fees have to be paid by you *. If you return a damaged or faulty item, or the item is not as pictured, of course we will organize a pick up on our cost.

* You can now use Cycleon to return unwanted items - a convenient way to return parcels at competitive prices. For United Kingdom, the return label costs £7.49 and for the rest of EU countries, it costs 7.99€.

This service is available for the following countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech republic, Denmark, Estonia, Finland, France, Germany, Hungary, Ireland (Northern), Ireland (Republic of), Italy, Latvia, Lithuania, Luxembourg, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovenia, Spain, Sweden, Switzerland and United Kingdom.

For customers OUTSIDE the European Union, we suggest to use DHL as we have a special agreement with them. Using DHL , your shipment will be cleared quickly and efficiently. You can print the return label directly in MY ACCOUNT.

What is the warranty policy?

All items are guaranteed for 2 years. If you detect that the item has a manufacturing and / or functional defect, it will be sent to the brand. Deficiencies caused by negligence, blows, improper use or manipulation, unsuitable voltage, incorrect installation not carried out by the authorized Technical Service when appropriate, or materials subject to wear and tear due to normal use are not included. In the case of computer items, the warranty will not cover the removal of viruses, the restoration of programs for this reason, or the reinstallation of the disk caused by erasing it. We offer a service to collect the defective item at our cost and then we send it back to the brand. The waiting time will vary depending on the management time that the technical service of each brand has. In those incidents that justify the use of the guarantee, the option will be to repair, replace the item, discount or return, in the legally established terms.

In order to process your warranty, we kindly ask you to follow the process below:

Step 1: Log in to MY ACCOUNT

Sign in to your account by using your email address and password and please select My orders.

Step 2: Select order/item

Please click on the order and select the damaged/defective item/s. Please choose 4. Item doesn´t work or is defective as return reason.

Step 3: Information/pictures

To process your warranty we kindly ask you to provide us with a brief description about the defect as well as at least one picture where the damage/defect can be shown. Pictures can be attached directly to the form.

Step 4: Process

Once we could receive any required information, we will contact you immediately in order to arrange any necessary actions.

We are unable to accept reclamations for the following defects:

- Damaged due to incorrect or intense usage.
- Increased perspiration.
- Colour transfer (i.e. jeans colouring socks blue).
- Damaged due to external factors, such as friction, sharp objects or chemicals.
- Articles that cause physical discomfort i.e. blisters.

Promotion: PayPal Refunded Return Service

You can now have free returns on orders paid with PayPal! This means that if you want to return an unwanted item, the shipping costs of sending it back to us will be refunded by PayPal directly in your PayPal account. You need to activate this promotion before making a purchase in order to qualify.

Please read the following terms and conditions before proceeding:

https://www.paypal.com/uk/webapps/mpp/refunded-returns

What is the Cycleon Returns service?

You can now use Cycleon to return unwanted items - a convenient way to return parcels at competitive prices. For United Kingdom, the return label costs £7.49 and for the rest of EU countries, it costs 7.99€.

This service is available for the following countries: Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech republic, Denmark, Estonia, Finland, France, Germany, Hungary, Ireland (Northern), Ireland (Republic of), Italy, Latvia, Lithuania, Luxembourg, Monaco, Netherlands, Norway, Poland, Portugal, Romania, Slovenia, Spain, Sweden, Switzerland and United Kingdom.

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