Refund policy
Effective Date: 11 November 2025
Happy to Help – Return and Refund Policy
We want you to feel confident when you add a new collectible to your collection. This Refund & Returns Policy explains how returns and refunds work when you shop with us.
This policy is part of our Terms & Conditions and should be read together with them. It does not limit any mandatory rights you have under Dutch or EU consumer law or the law of your country of residence.
Your 14-day return window
If for any reason you are not completely happy with your purchase, you have 14 days from the day you receive your item to decide whether you want to keep it or return it.
This 14-day return window applies at least to customers in the EU, EEA and the UK, where this right is guaranteed by law. We choose to offer the same 14-day return period as a standard for all customers, unless local law gives you even more protection.
To qualify for a return, the item should be in the same condition in which you received it, with any included accessories such as certificates of authenticity (COAs), letters of authenticity (LOAs), tags, frames or boxes still present. Please also keep your order confirmation or proof of purchase.
How to start a return
If you want to return an item, please contact us within 14 days of receiving your order. You can do this by sending us an email that includes your name, order number, the item you wish to return and the reason for the return.
We will let you know how and where to send the package back to us. Please do not send items back before we have confirmed the return details, so that we can process everything as smoothly as possible.
When we pay for return shipping
We will cover or reimburse reasonable return shipping costs if:
- The item arrived damaged or defective.
- The item you received is materially different from what was described or shown in the listing.
- The item is proven not to be authentic, based on reliable evidence.
In these situations, we will either provide a return label or reimburse your reasonable return shipping costs once we receive proof of payment, and you will receive a full refund of the purchase price and, where required by law, the original standard shipping cost.
When you pay for return shipping
If you simply change your mind, ordered the wrong item or size, or decide the item is not quite the right fit for your collection, you can still return it within the 14-day window, as long as the item is in its original condition.
In these cases, you are responsible for the cost of return shipping. We strongly recommend using a reliable, trackable and, for high value items, insured shipping service. This helps protect both you and us if something happens during the return journey.
Condition of returned items
Returned items must be in the same condition in which you received them. This includes any COAs, LOAs, tags, labels, boxes, frames and other accessories that were originally supplied with the item.
Please pack the item carefully, ideally using the same packaging it arrived in or equivalent protective materials. Many of our items are unique or very limited, and damage during the return journey can affect their value.
If an item is returned with damage, missing parts or signs of use that go beyond what is reasonably necessary to inspect the item, we may reduce the amount of your refund to reflect the loss of value. We will always explain any such adjustment to you.
Checking your return and processing your refund
Once we receive your returned item, we will inspect it and confirm that it has arrived. We will then let you know whether your refund has been approved.
If your refund is approved, we will process it using your original payment method, unless we agree another method with you. Depending on your bank or card issuer, it may take a few days before the refund shows on your statement after we have processed it.
If the item was returned in a condition that reduces its value, we may issue a partial refund rather than a full one. In that case, we will clearly explain why and how we calculated the amount.
Refunds for statutory withdrawal (EU, EEA and UK consumers)
If you are a consumer living in the European Union, the European Economic Area or the United Kingdom and you use your legal right of withdrawal for an online purchase, we will refund all payments received from you for that order, including the cost of our least expensive standard delivery option that was available when you placed the order.
We will make the refund without undue delay and no later than 14 days from the day on which you inform us of your decision to withdraw. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent back the goods, whichever occurs first.
Unless we expressly agree otherwise, you are responsible for the direct cost of returning the goods when you exercise your right of withdrawal, except where the item is faulty, damaged on arrival or not as described.
Refunds for damaged items on arrival
If your package arrives damaged or looks tampered with, please take clear photos of the outer packaging, the shipping label and the item itself as soon as possible and keep all packaging materials.
Contact us within 24 hours with your order number and the photos. Once we have reviewed the situation, we will let you know the next steps. Where the item was damaged in transit or not delivered as described, you are entitled to a full refund or replacement, if available, in line with our Terms & Conditions.
Marketplace purchases
We also sell some items via third party marketplaces such as e-commerce platforms. If you purchased an item through such a marketplace, the marketplace’s return and refund rules apply in addition to this Refund & Returns Policy.
If there is a conflict between this policy and mandatory consumer protection rules of the marketplace you used, the more consumer friendly rule will apply to your order.
Contact and support
If you have any questions about returns, refunds or the condition of an item you received, please contact us. We are happy to help and want you to feel confident and supported when you collect with us.
Model withdrawal form (EU, EEA and UK consumers)
You may use the model form below if you wish to exercise your legal right of withdrawal, but use of this form is not obligatory.
To:
Remaid Trading B.V. (Walkouts.com)
Veerdijk 40-i
1531MS Wormer
The Netherlands
Email: info@remaid.com
I hereby inform you that I withdraw from my contract of sale for the following goods:
[description of goods]
Order number: [●]
Ordered on / received on: [●]
Name of consumer(s): [●]
Address of consumer(s): [●]
Signature of consumer(s) (only if this form is notified on paper): [●]
Date: [●]