RETURN FORM
Download your return form HERE
RETURN POLICY
Our policy lasts 14 business days. If 14 business days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
RETURN POLICY FOR NON-EU COUNTRIES (ORDER ABOVE €150)
1. Contact Concrete via the return form at the top of this page to create a return shipping label.
2. Print out the return label you received from Concrete and attach it to the package.
3. Print out the commercial invoices you received from Concrete in your mailbox.
4. Include one copy of the commercial invoice in your package.
5. Paste the second copy of the Commercial Invoice on your package. Include one copy of the commercial invoice in your package with the packing slip.
6. Paste the second copy of the Commercial Invoice on your package next to your shipping label.
7. Drop off your package at a UPS point.
NON-RETURNABLE PRODUCTS
due to hygiene protocol
There are certain products within our catalogue that MAY NOT BE RETURNED OR EXCHANGED. Some items by their nature are simply not returnable.
– All special and limited order Items due to the nature of the packing
– Face Masks and other head covers
– Vinyls and other lifestyle products
– Other hygiene products such as condoms, vibrators or vacuum pumps
These rules may not apply to items bought in our physical stores. On special and limited releases we have a none return policy. In case of returns where free shipping was in effect, we will deduct the shipping costs from the refund.
There are certain situations where only partial refunds are granted (if applicable)
– Book with obvious signs of use
– CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened
– Any item not in its original condition, is damaged or missing parts for reasons not due to our error
– Any item that is returned more than 14 business days after delivery
REFUNDS
(if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item.
We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
For cancelations of limited edition online releases and other limited online items we will charge a restocking fee of € 25 per item. In case you use a deep link or use an unauthorized payment processor when items are off line or in case you placed an order on our website when it was down for maintenance we will refund you the payment and charge a penalty of € 25 per item.
REFUNDS NON-EU COUNTRIES WITH ORDERS ABOVE €150
Onlinetaxfree.com provides the tax refund process for Concrete. This means the
non-EU customer is always eligible for a VAT refund, even if the Non-EU customer decides to return the goods. Concrete will refund the order amount (excluding VAT) minus the cost of the return label.
The Non-EU customer can reclaim the VAT by contacting:
customerservice@onlinetaxfree.com
LATE OR MISSING REFUNDS
(if applicable)
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at amsterdam@concrete.nl
SALE ITEMS
(if applicable)
Only regular priced items may be refunded. Unfortunately sale items cannot be refunded, you will receive a gift card which you can use online or in one of our stores. (There is no validity limit attached to our gift cards)
EXCHANGES
(if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at returns@concretestore.com and send your item to:
Cryptomnesia B.V., Zwaardstraat 16, 2584TX Den Haag, The Netherlands
GIFTS
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
SHIPPING YOUR RETURN
To return your product, you should mail your product to:
Cryptomnesia B.V.
Zwaardstraat 16, 2584TX
Den Haag, Netherlands
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the shipping costs will be deducted from your refund. In case of returns where free shipping was in effect, we will deduct the shipping costs from the refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.