RETURNS
CAN I RETURN MY ORDER?
If you are not completely satisfied with your order, Insen is happy to offer you the possibility to exchange goods, to receive a voucher or to get a refund for the goods you wish to return.
Acceptable reasons to apply for a return:
Ordered goods are not what you expected them to be. (Read the product description carefully before ordering, as colours and settings may differ to images).
Ordered goods don’t fit, received the wrong size or article.
Quality not meeting expectations.
After delivery, you have the right to open the parcel and check your purchase. However, goods must be returned unused, in their original packaging. If the return does not match with these terms, we will not exchange or refund your purchase.
If we receive the goods in perfect condition, we will send you a voucher or refund its full value (shipping costs excl., unless the return is due to a wrong delivery) through the payment method that you originally selected. We are committed to refund your purchase within 30 days.
Note: Products on sale cannot be returned or exchanged.
HOW DO I RETURN MY ORDER?
If you wish to return your order, or part of it, please send us an e-mail at info@insen-store.com. We will send you a return form, which needs to be added to the parcel including the goods that you wish to return. You have 14 calendar days to return your purchase from date of delivery.
Please send your return parcel (carefully wrapped in the original package) to:
Insen
Paalstraat 123/2
2900 Schoten
Belgium
Please note that the customer carries all the shipping costs of the return. You can choose your own shipping method for the return. If you return the goods by using your local postal services, then we advise to ship the parcel by registered mail, insured for its full value.
Insen does not take any responsibility for any lost parcel, and it will be the customer’s responsibility to make sure that the parcel contains all of the necessary information to be delivered to the correct address.
HOW LONG DO I HAVE TO
RETURN MY ORDER?
You have 14 calendar days to return an order, calculated from the day following the delivery of the goods. Once you have requested a return by sending us an e-mail and completing the return form, your parcel must reach us within 7 business days for returns within Europe.
HOW MUCH DOES A RETURN COST?
This cost depends on the shipping service that you choose. Please note that the customer carries all the return costs.
The original shipping costs, paid when placing the order, will only be refunded if you have received goods, which were not the goods you ordered or if the goods were damaged upon arrival.
If you have any further questions regarding delivery & returns, please contact us at info@insen-store.com.
EXCHANGES
(HOW) CAN I MAKE AN EXCHANGE?
Reasons to make an exchange:
I got my size wrong; I would like the same item in a different size
The ordered item doesn’t meet my expectations and I would like to change it for another item.
In all cases, any products sent in for an exchange must be in perfect condition and unused, otherwise we will not be able to proceed with the exchange. It is your responsibility to provide the necessary packaging to make sure the returned items arrive in good condition. If you are struggling to find the correct packaging for your shipment, we suggest you use the same envelop, or similar, you received with your initial order.
The item(s) you would like in exchange, should be mentioned via e-mail (so we can check stock and keep it aside for you) and mentioned on the return form. We will send the exchanged item(s), upon arrival of your returned goods.
Insen does not take any responsibility for any lost parcel, and it will be the customer’s responsibility to make sure that the parcel contains all of the necessary information to be delivered to the correct address.
HOW MUCH DOES IT COST
TO MAKE AN EXCHANGE?
In the case of a justified exchange (see “(How) can I make an exchange?”), all costs associated with product exchanges will be the buyer’s responsibility. The exchange expenses will be of 6,50€ for Belgian orders and will need to be paid through bank wire transfer, before the exchange is made. Other countries will have different exchange expenses according to shipping costs.
Should you want to proceed with the exchange of any product of a different price, any difference will be settled through bank wire transfer. Exchanges for less valuable products are not allowed.
refunds
how and when will I
receive my refund?
Once your returned parcel has been delivered and approved at our office, the refund will be made to the account you used to place your order.
After your refund is approved, you will receive a confirmation email. After that, it may take up to 10 business days before you will receive the amount on your account.