Return & Cancel
Read our Return & Cancel policy below:
Can I return my items?
The return conditions can be found below. What it comes down to is that you can think about your purchase calmly. If your item is not a good match, you can return it to us within the trial period. You can do this by registering your return via the following link: https://www.retourneren.nl/excitershop
There is always a return period of at least 30 days for items from exciter.shop. The return period starts on the day you receive the item.
You have the legal right to register a product for return within 30 days of receipt. After this notification you have another 5 days to actually return the product. As soon as we have received the product in return, we will process your return within 14 days and if this return meets our return conditions, the full purchase amount will be refunded to the account with which it was paid. Returns are only possible via the return portal . With this you can return.
The item is in the original packaging with all contents and without damage to the packaging. In short, the item must be returned in a salable manner. (This is not the case if it is a defective item).
- Items you cannot return:
- Gift vouchers and cards
- Software subscriptions/products
- Products that are not suitable for return for reasons of health protection or hygiene and whose seal has been broken. These are, for example, wireless earplugs, combs, hair curlers, toothbrush etc.
- Audio, video recordings and computer software whose seal has been broken
- digital articles; ebooks and games
Note: Returns are not free.
How do I return my items?
As easy as possible. That is why every return shipment starts via our return portal: :
You will automatically see how to return the package. Note: Returns are not free. We ask for a small amount for the return shipment.
What is the return address?
Search, and you will find! No, just kidding. You will automatically receive the correct return address for your item during your return notification. We have several addresses and this way you always automatically get the right address. That way you never have to search.
Where can I return my items?
You can do this at a DPD parcel point.
You will of course receive instructions with your return seal.
You do not have to take away large or heavy items. We will come and collect it from your home.
Can I still cancel my return?
Of course, you can always change your mind. Have you made a pick-up appointment? Please let our customer service know . Then we make sure that the courier does not come by.
In all other cases you don't have to do anything. Besides paying for your order if you haven't already…
How do I know if you have received my return?
It's very simple: we'll let you know. We will email you as soon as your return has been received.
How quickly is a return processed?
Usually this is within 14 days after you have sent it. We will keep you informed by email.
How quickly will I be refunded after returning?
As soon as we accept your return and if it meets the return conditions, you will be refunded immediately after processing. Most returns are processed within 14 days of being returned. How soon the money will be in your account after that depends on your payment method:
- iDEAL: within 3 working days
- Credit card : within 5 working days
- Bancontact/Belfius: within 3 working days
- Paypal: Directly on your Paypal Balance
If we do not accept your return, your package will be returned to you neatly via a new track & trace. This happens within 5 working days after your return has been refused.
When can I exchange my items?
If you have received a different item than the one you ordered. In all other cases, exchanging exciter.shop items is not possible. Of course you can return your order within the trial period. To replace exciter.shop items, please contact our customer service.
Can I cancel an order?
Yes of course. You can cancel as long as your item has not yet been shipped. Give us a heads up via email or chat and we'll make sure your order is cancelled.
How soon will I be refunded after cancelling?
In the event of a cancellation, your refund will be processed within 4-8 business days. How soon the money will be in your account after that depends on your payment method:
- Ideal : 1-2 business days after the cancellation has been processed (total 5 – 10 business days)
- Bancontact : 2-3 working days after the cancellation has been processed (total 6 – 11 working days)
- Credit card : 2-3 business days after the cancellation has been processed (total 6 – 11 business days)
- Paypal: Immediately after the cancellation has been processed (total 4-8 business days)
Why has my order been cancelled?
Sometimes we cannot deliver and we have to cancel an order. We never do that without emailing you more information. The most common reasons are:
- the stock has run out
- the address details are unclear or incorrect
- our seller could not confirm your order
You will not automatically receive a new item, but we will ensure that you are refunded quickly. If you haven't paid yet, you don't have to.