Returns & Refunds

Consumers generally have a statutory right of withdrawal in relation to distance contracts. For ordinary purchases of goods, the withdrawal period is generally 14 days from the day on which the consumer or a third party designated by the consumer, other than the carrier, receives the products.

Where products from one order are delivered separately, the withdrawal period generally begins when the final product is received. The fact that a product is only manufactured after an order is received does not automatically exclude the right of withdrawal.

The right of withdrawal may be excluded for products that are not prefabricated and whose production is determined by an individual selection or specification made by the consumer, or which are clearly personalised to the consumer’s needs.

A withdrawal does not require a reason and does not depend on prior return authorisation. To help us allocate the return correctly and avoid unnecessary costs, please contact info@getoken.store before sending products back.

The model withdrawal form is optional. You may use one of the text downloads below or send another clear statement that you withdraw from the contract.

Download the optional withdrawal form as plain text. The form is not required if your message clearly states that you withdraw from the contract.

After a valid withdrawal, products must be returned or handed over within the statutory period to the return address provided by GETOKEN. The business address stated in the legal notice is not automatically the return address.

Products must not be returned directly to a production partner or to an address shown as the sender address on a shipping label unless GETOKEN has provided corresponding instructions.

The consumer bears the direct costs of returning the products, provided the consumer was properly informed before placing the order. Refunds are generally made using the same payment method used for the original order unless another method has been expressly agreed.

The consumer is responsible for any loss in value only where it results from handling the products beyond what was necessary to establish their nature, characteristics and functioning.

Clothing may be tried on in the same manner as would normally be permitted in a physical retail store. Excessive wearing, washing, staining, damaging or removing permanently attached labels may result in a deduction for loss of value.

There is no entitlement to a voluntary return or direct exchange beyond the statutory right of withdrawal unless GETOKEN expressly offers an additional return or exchange option.

If no direct exchange is offered, the customer may return the relevant product under the statutory right of withdrawal and place a new order in the desired size or variant.

Statutory rights relating to defective or incorrectly delivered products remain fully unaffected. If a product is damaged, incorrectly printed, defective or incorrectly delivered, contact info@getoken.store as soon as possible.

To allow faster processing, GETOKEN may request the order number, a description of the problem, photographs of the complete product, detailed photographs of the defect and, where relevant, photographs of the packaging or shipping label.