Returns & cancellations
Online Orders
You have the right to withdraw from your online purchase within 14 days of receiving the product, without providing a reason. This period starts the day after you, or a third party designated by you, takes possession of the product. To exercise this right, you must notify us within these 14 days by submitting a return request through your account.
After notifying us of your decision to withdraw, you have an additional 14 days to return the product. If the product is not returned within this period, the right of withdrawal will expire.
Conditions for Returns
Sneakers:
- Must be unworn and undamaged.
- Purchases made in-store are not eligible for return.
Clothing, accessories, and other items:
- Must be unworn and undamaged.
- If the item is sealed, the seal must remain intact; unsealed items are not eligible for return.
- Original tags must be attached and not cut off.
Return Shipping Costs
For returns within the Netherlands, €9.95 will be deducted from the refund amount to cover return shipping costs. For returns outside the Netherlands, the return shipping costs will vary depending on your location. These costs are borne by the customer unless Mentastore made an error in the shipment.
Refund Process
Once we have received and inspected the returned product, we will process the refund within 14 days. The refund will include the cost of the product plus the original shipping costs, provided the cheapest shipping option was chosen during purchase.
However, we may delay the refund until we have received the returned product or you have provided proof of return, whichever occurs first.
Exceptions to the Right of Withdrawal
The right of withdrawal does not apply to:
- Products made specifically for you or clearly personalized.
- Products that are unsuitable for return for reasons of health protection or hygiene, and whose seal has been broken after delivery.
- Products that are, after delivery, inseparably mixed with other items due to their nature.
In-store Purchases
Please note: Purchases made in our physical store are not eligible for return or refund.
Cancellations
You can cancel your order within 6 hours of purchase free of charge. After this 6-hour window, a cancellation fee of €15 will apply. This fee also applies if the delivery is refused at the door.
Overview of cancellation fees:
- Within 6 hours of purchase: Free cancellation.
- After 6 hours of purchase: Cancellation fee of €15.
- Refusal of delivery at the door: Cancellation fee of €15.
These fees are necessary because we start processing your order immediately in our warehouse or with our external partners. Additionally, we do not receive a refund for payment service costs, such as Klarna. As a small business striving to offer the best prices to our customers, we do not include these costs in our product prices but charge them only for cancellations after 6 hours.
Contact Information
If you have any questions about our return and refund policy, please contact us at info@mentastore.com or use the chat function on our website.