FAQ

You can return your product(s) if they are undamaged and unused. We check this when we receive them.

Register your return on the Burned return portal within 14 days of receiving your order. After that, you have another 14 days to send the parcel back. Have your order number and the email address you ordered with ready. The portal also shows the return conditions and return costs. See our returns page for more information.

Orders you paid for with Klarna follow the same return process. Register your return on the Burned return portal within 14 days of receiving your order; after that, you have another 14 days to send the parcel back. Your product(s) must be undamaged and unused. The portal also shows the return conditions and return costs.

Please note: do not use Klarna's claim button. That button is meant for damaged goods. If you use it for a regular return, the costs of doing so may be deducted from the refund for your return.

You can exchange on the Burned return portal. Have your order number and the email address you ordered with ready. You can exchange for a different size, a different colour or even a different product. When you exchange, the return shipment is free.

See our exchanges page for more information.

There are two ways to return a product:

• Bring the product back to the Burned store in Den Bosch within 14 days of receiving it. Returning in store is free.
• Register the product on the Burned return portal within 14 days of receiving it. After that, you have another 14 days to actually send the product back.

This return period also applies if you bought the product in our store in Den Bosch. See our returns page for more information.

Yes, you can. If you return a product undamaged, have registered it on the Burned return portal within 14 days of receiving it and send it within 14 days of registering, you get the purchase amount back, minus the return costs.

Prefer store credit? If you choose store credit for your return, your return shipment from the Netherlands, Belgium and Germany is free and you receive 115% of the original purchase amount as credit. You receive the credit by email as a unique code. Store credit cannot be exchanged for money later on.

As soon as we have received your return, we refund you as quickly as possible, and at the latest within the statutory period of 14 days. If you choose store credit, we will have it ready for you within the same period.

From the moment you have received the parcel, you have 14 days to register your return on the Burned return portal. After that, you have another 14 days to actually send the product back.

You have the right to withdraw from the contract within a period of 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party other than the carrier and indicated by you, acquire physical possession of the product.

To exercise the right of withdrawal, you must inform us (Flowdetail Europe B.V., Hinthamerstraat 39, 5211 ME 's-Hertogenbosch, the Netherlands, contact@burnedsports.com, phone +31 (0)73 689 9454) of your decision to withdraw from the contract by an unequivocal statement (for example a letter sent by post or an email). To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Effects of withdrawal

If you withdraw from the contract, we will reimburse all payments received from you up to that moment, including the costs of delivery (with the exception of any supplementary costs resulting from your choice of a type of delivery other than the least expensive standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from the contract. We will carry out the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until we have received the goods back or until you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us without undue delay and in any event not later than 14 days from the day on which you communicate your decision to withdraw from the contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.

You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the use of the goods beyond what is necessary to establish their nature, characteristics and functioning.

Exceptions

The right of withdrawal does not apply to a consumer purchase concerning the delivery of:

• products made to the consumer's specifications, which are not prefabricated and are made on the basis of an individual choice or decision of the consumer, or which are clearly intended for a specific person;
• products that spoil quickly or have a limited shelf life;
• products that are not suitable for return for reasons of health protection or hygiene and whose seal has been broken after delivery;
• products that, by their nature, have been irrevocably mixed with other items after delivery;
• audio and video recordings and computer software whose seal has been broken after delivery;
• newspapers, periodicals or magazines, with the exception of a contract for the regular supply of such publications (a subscription).

Is your size not (or no longer) listed? Then contact us on +31 (0)73 689 9454, via the chat or at contact@burnedsports.com. The Burned Sports team will then check straight away whether we can still get the product for you.

The chat is always available, also for questions about your order. By phone, we can help you during our store opening hours.

If you order before 3:00 pm and everything is in stock, we aim to ship your order the same day. In the Netherlands, you will then usually receive it the next day; delivery abroad may take longer.

We ship with PostNL and DHL, and to some countries abroad with DPD. See our shipping page for the shipping costs and the choice between home delivery and a pick-up point.

If you order products with different delivery times, we deliver your whole order based on the product with the longest delivery time. If the difference in delivery time between the products is more than 7 days, we can ship part of your order earlier. To arrange this, contact the Burned Sports team on +31 (0)73 689 9454, via the chat or at contact@burnedsports.com.

The chat is always available, also for questions about your order. By phone, we can help you during our store opening hours.

Did you receive an item you did not order? Then we have probably made a mistake. Very annoying, but we will sort it out for you. Register your return on the Burned return portal and choose "received wrong product" as the reason. We pay the shipping costs for sending it back and send the correct product to you.

Almost all products you buy from Burned Sports come with a 100-day warranty, counted from the date of purchase. If a product is not covered by this warranty scheme, this is stated with the product in the webshop. If nothing is stated, you always have a 100-day warranty.

In addition, your statutory rights always apply: a product must do what you can reasonably expect of it (the legal guarantee of conformity). Our warranty scheme does not affect this.

Under the warranty scheme, we offer a solution if a product is damaged to such an extent that it can no longer reasonably fulfil its function. If your warranty request is approved, we will send you the same product or a comparable replacement product, which you choose yourself in the warranty process. If no replacement product is in stock, we will contact you to find a good solution together.

Register your warranty claim on the Burned warranty portal. See our warranty page for more information.

If you want to use the warranty scheme, you must show within 100 days of the date of purchase that the product is so defective that it can no longer reasonably fulfil its function. You can do this in two ways:

• Bring the product to the store in Den Bosch and sort everything out straight away with one of our staff.
• Register the product on the Burned warranty portal. Take photos of the defect, upload them in the portal and explain what is wrong. Have your order number ready. Then send us the broken product.

Our staff will let you know within 48 hours whether the product qualifies for the warranty, usually within 24 hours.

Go to the Burned warranty portal and register your product. Have your order number and the email address you ordered with ready, and take photos of the damage beforehand, so you can upload them in the portal.