Returns
Returning items to Burned Sports is easy. Just follow our return process.
Register your order on the Burned return portal within 14 days of receiving it. Have your order number and the email address you ordered with ready: you need them in the portal to create a return.
After registering, you have another 14 days to actually send the order back.
This return period also applies if you bought a product in our store in Den Bosch.
Please note: do NOT use Klarna's claim function for regular returns.
This return process also applies to Klarna customers.
PLEASE NOTE: did you pay for your order with Klarna? Do NOT file a CLAIM for a regular return. Go to the Burned return portal to register your return. The cost of handling an unjustified claim will be deducted from your return.
PLEASE NOTE: do you want to return a product because it is broken, so badly that it can no longer reasonably do its job, and do you think it is covered by our warranty? Then go to the Burned warranty portal.
Return costs from the Netherlands, Belgium and Germany
(Return costs from other countries are paid by the customer.)
As an alternative to a refund, we offer store credit worth 115% of the original purchase amount. If you choose store credit, your return shipment is free. We email the credit to you as a unique code. Store credit cannot be exchanged for cash later on.
If you exchange your item, the return shipment is free as well.
If you choose a refund, the return costs are paid by you (see also the right of withdrawal below).
Did you pay for an order with a credit code and are you returning the purchase? Then you will not receive a cash refund; instead, you will receive the value of your return as a new credit code.
Returning items in our store in Den Bosch is free :-). Dropping it off in person is always nice :-).
How to register a return
1. Pack the items in their original packaging
The item must always be returned in its original packaging and in the original shipping box (or similar packaging). If the product or the packaging is more damaged than necessary to try the product, we may charge you for the loss in value. So please handle the product with care and make sure it is well packed when you return it.
2. Register your return
Go to the Burned return portal.
Stick the return label on the shipping packaging you received your parcel in, and NOT on the original (shoe) box. If you do, we may charge you for it.
3. Hand in your return
Drop off your return at a drop-off point of your choice near you. You can see which carrier will take your return in the Burned return portal.
4. Track your return
When you drop off your return, you receive a receipt with a track & trace code so you can follow your return. Please note that processing a return can take up to 10 days. If your return has not been processed after 10 days, please get in touch with us.
5. Refund
We refund you as soon as possible, within 10 days at the latest. We may wait until we have processed your return. If you have not received your refund after that, please get in touch with us.
How do exchanges work?
You can also exchange items on the Burned return portal: for a different size, a different colour or even a different product. The return shipment is free when you exchange. Otherwise, the same conditions and deadlines apply as for returns.
I received the wrong item. What now?
Did you receive an item you did not order? Then we probably made a mistake. Very annoying, but we will sort it out for you. Go to the Burned return portal and choose the return reason "received wrong product". We will cover the shipping costs of the return and send you the correct product.
Right of withdrawal
You have the right to cancel your order without giving any reason up to 14 days after the day you received it. After cancelling, you have another 14 days to return your product. You will then be credited the full order amount, including shipping costs. Only the cost of returning the product from your home to our webshop is at your own expense. This is approximately €7.25 per parcel; please check your carrier's website for the exact rates.
If you exercise your right of withdrawal, please return the product to us with all accessories supplied and, where reasonably possible, in its original condition and packaging. If the product or the packaging is more damaged than necessary to be able to sell the product, we may charge you for the loss in value. So please handle the product with care and make sure it is well packed when you return it.
To exercise this right, you can contact us at contact@burnedsports.com. We will then refund the amount due within 14 days of your return being registered, provided that we have already received the product back in good condition.
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 goods.
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, fax or email). To meet the withdrawal deadline, it is sufficient for you to send your communication about exercising 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, including the costs of delivery (except for 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 of your decision to withdraw from the contract. We will carry out the reimbursement using the same means of payment as you used for the original transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement.
We may withhold reimbursement until we have received the goods back or 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 withdrawal 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 handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Exceptions
The right of withdrawal does not apply to consumer purchases 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, except for a contract for the regular supply of such publications (a subscription).
Still have a question? Our customer service team is happy to help. The chat on our website is always available and can instantly answer many standard questions, such as information about your order. If the chat cannot solve your question, it will be passed on and handled as soon as possible. You can call us on +31 (0)73 689 9454 during our store opening hours, or email contact@burnedsports.com; we reply to emails within 24 hours.
