- What should I do when I have a defective product? What is the warranty policy?
- What is your return policy?
- Can I exchange products?
- How long does it take to receive a refund for a returned item?
What should I do when I have a defective product? What is the warranty policy?
Of course we want every customer to be happy with our product, so if your product becomes defective within a year after the date of your purchase, you can email customer service (onlinestore@ThirtyTwo.eu) to explain your claim mentioning your order number. Please attach a photo to your email.
We do not replace / refund products if:
- Obtained from a source other than our ThirtyTwo webshop
- Damaged by abuse or negligence (exposure to chemicals, caustic substances, open flame, high heat, sharp object, etc.)
- Damaged by misuse or activities other than the intended purpose
- Damaged by normal wear and tear or that have exceeded the reasonable life of the product are not replaced.
Our customer service team will evaluate your claim or ask you for more information and will proceed to replace your product if it is within a year after the date of your purchase only if the damage is the result of a manufacturing defect or deviation from factory specifications, or optional refund if it is within 7 working days after you receive your purchase.
What is your return policy?
If your purchase from ThirtyTwo does not match your expectations, you can return it to us and receive your payment back, excluding the shipping costs.
You can return the product(s) within 30 days of the date of receipt, provided that the product has not been used, damaged, worn or washed and will be returned in the original packing and with all the labels still attached.
Please note that you will have arrange and pay for the postage cost of the return shipment to ThirtyTwo' warehouse in the Netherlands. Only if the return is due to a mistake on our side, e.g. we sent you an incorrect item, we will give you a store-credit for these costs to a maximum of €12/£10 or provide you a pre-paid shipping label.
When you wish to return a product, please contact ThirtyTwo at onlinestore@ThirtyTwo.eu with the order number, products and reason why you want to return it.
Can I exchange products?
Sorry we cannot handle exchanges. If you want to return a product, you can return it according to our return procedure (see also in Help Center under "What is your return policy?").
If you want another product, please go ahead and place a new order through our website.
For the returned product you will get a refund (see also in Help Center under "How long does it take to receive a refund for a returned item?").
How long does it take to receive a refund for a returned item?
Please allow 10-14 business days to process your return upon receipt of returned product. Please allow up to two billing cycles for a refund to appear on your credit card statement.
Your refund will be processed based on how you placed your original order.
- Credit Card: We'll credit your account (credit shown on following statement).
- Online Credit: Funds will be added to the customer's Account Balance.