Last updated: August 2022
Cancellation in General
We know that things are not always straightforward and sometimes your order may not be what you expected, or maybe you’ve simply changed your mind. That’s ok, and we're not happy if you're not happy. If you're not satisfied with your purchase from Runes Movement, send it back within 14 days of receiving your order. Note, however, that for hygienic reasons, we cannot accept returns of our underwear.
You may unpack or try on the product in the same way you would be allowed in a shop. But returns are not possible if the product has been used, worn or washed.
The product has to be in its original packaging with all original hangtags attached.
For the returns (except for our underwear, see above) you can choose between a refund or credit:
Refund: the full purchase price (minus shipping and customs, if applicable) will be transferred back to you
Credit: you will receive a voucher plus a free shipment for the replacement product
The moment we receive your parcel, we'll arrange for your refund or credit, and send you a notification email. This can take up to 2 weeks after you have returned the order. Once the return has been processed, we'll contact you with a confirmation and the refund will be with you within 1 – 5 bank days. The refund will be issued to the original payment type used for the purchase. You'll have to bear the costs of returning the product.
This is how you do it:
- Complete and print this Returns Form.
- Place the product you wish to return together with the Returns Form in the envelope or package in which you received the product.
- Stick the address label on the return parcel and make sure you cover the old labels.
- Post the parcel at a post office or courier service of your choice within 14 days. You will get a printed receipt from the post office or courier service, including the shipment number of the parcel. Please keep this as proof of postage.
Distance Selling Cancellation
Under the provisions of the Distance Selling Directive, you can cancel your order without giving any reason within 30 days from the day on which you or a third party indicated by you (other than the carrier) receives the product you purchased (or last product if it relates to an order of multiple products that are delivered separately).
You must inform us of your decision to cancel your order. You may submit your request by contacting us by email or using this Cancellation Form. To meet the cancellation deadline, it is sufficient for you to send your communication or return the product before the 30 days cancellation period has expired.
For hygienic reasons, your right to cancel your order does not apply to the purchase of our underwear, unless expressly stated in a special advertisement campaign we may run from time to time.
During the cancellation period, you shall treat the product and its packaging with care. You may only unpack or use the product to the extent it is necessary to assess the nature, characteristics and functioning of the product, in the same way, you would be allowed in a physical shop. You may be liable if the value of the products returned has diminished due to the handling of it.
You must return the product no later than 30 days after notifying us of your cancellation. The product shall be unused and unworn, in its original package and with all labels and hygienic seals attached. You will have to bear the direct cost of returning these goods.
We will reimburse all payments received from you for the product you ordered and cancelled and will also reimburse charges for delivering the product to you, equivalent to the least expensive type of delivery offered by us. We will use the same means of payment as you used for the initial transaction unless you have expressly agreed otherwise. The reimbursement will take place within 14 days upon receipt of the returned product.
To make a complaint, we'll need a written description and an image of the product showing the problem clearly. Please email this to us at firstname.lastname@example.org. In some instances, we require the product returned to fully assess the complaint. After your complaint has been received and assessed, we will contact you.