Refund policy

At Footr, we want you to clearly understand what options are available to you when you wish to return a product. This returns and refunds policy describes both your statutory rights as a consumer and any additional return or trial guarantees offered by Footr.

Footr is operated by ROAS Brands VOF. Nothing in this policy limits your rights under mandatory Dutch or European consumer law.

1. Overview of our return policy

For consumers, we distinguish between:

• The statutory right of withdrawal: for online purchases, you generally have 14 days after receipt of the product to withdraw from the agreement without stating a reason.
• Our additional 30-day return option: For eligible products, Footr offers a voluntary return period of up to 30 days after receipt, subject to the conditions described below.
• Any 30-day trial or satisfaction guarantee: if, at the time of purchase, the relevant product page expressly states that you can “try the product risk-free for 30 days” or that a comparable trial guarantee applies, the conditions in Article 5 of this policy will also apply.
• Statutory warranty: if a product is defective, damaged, delivered incorrectly or otherwise does not conform to the agreement, your statutory warranty rights apply independently of the return periods stated above.

2. Statutory right of withdrawal – 14 days

When you purchase a product online from Footr as a consumer, you generally have the right to withdraw from the agreement within 14 days of receipt without stating a reason, unless a statutory exception applies.

The withdrawal period begins on the day after you, or a third party designated by you other than the carrier, has received the product.

If an order consists of multiple products delivered separately, the withdrawal period for the entire order will in principle begin on the day after the last product is received, insofar as required by law.

To exercise your right of withdrawal, you must clearly inform us before the end of the withdrawal period that you wish to withdraw from the agreement.

You can contact us for this purpose via:

support@footr.nl

Preferably state your name and order number so that we can quickly locate your order. You do not have to provide a reason for the withdrawal.

3. Returning a product after withdrawal

After notifying us that you are exercising your statutory right of withdrawal, you must return the product within 14 days.

After receiving your withdrawal notification, you will receive the applicable return instructions.

Pack the product carefully to prevent damage during return transport.

We strongly recommend using a trackable shipping method and retaining the shipping receipt and the tracking code until the return has been fully processed.

For a return shipment that you arrange yourself, you are responsible for returning the package correctly. For higher-value products, we therefore recommend using a shipping method with tracking or appropriate insurance.

4. Assessing the product during the statutory withdrawal period

During the statutory withdrawal period, you may unpack, inspect, and assess the product to the extent necessary to determine its nature, characteristics, and operation, comparable to what you could reasonably do in a physical store.

For example, you may try on a garment or suitable wearable product to assess its size and fit.

If you use the product beyond what is reasonably necessary to assess it and this results in a reduction in value, we may hold you liable for that reduction in value in accordance with applicable law.

We will not automatically refuse a statutory withdrawal simply because packaging has been opened or a product has been reasonably assessed.

5. Try risk-free for 30 days

For certain products, Footr may expressly offer an additional 30-day trial or satisfaction guarantee on the product page, for example under the wording “try risk-free for 30 days”.

If this guarantee was stated on the relevant product page when you purchased the product, you may use the product in a normal and careful manner during the stated trial period to assess whether it is suitable for you.

Under this additional guarantee, the product may also be returned after reasonable use, provided that:

• the return is registered within 30 days of receipt;
• the product has only been used normally and in accordance with its intended use;
• the product has not been damaged intentionally, negligently, or through improper use;
• the product is returned clean and hygienic;
• all reasonably necessary parts and accessories are included.

Normal signs of use resulting solely from reasonably trying out a product to which this specific trial guarantee applies do not automatically result in rejection of the guarantee.

The 30-day trial guarantee applies only to products for which this guarantee was expressly offered at the time of purchase. It does not automatically apply to every product in our webshop.

For products subject to specific restrictions for health or hygiene reasons, such a trial guarantee applies only when this is expressly stated for the product concerned.

This commercial trial guarantee supplements your statutory rights and does not limit the statutory right of withdrawal or the statutory guarantee.

6. Additional return option up to 30 days

In addition to the statutory 14-day right of withdrawal, Footr offers an additional voluntary return option for eligible products up to 30 days after receipt.

If the statutory withdrawal period of 14 days has already expired and no separate trial guarantee under Article 5 applies, the following conditions apply to this voluntary return option:

• the product must be registered for return within 30 days of receipt;
• the product must be unused, except insofar as necessary to reasonably assess the size, fit, nature, and characteristics;
• the product must not be damaged, washed, or unnecessarily worn;
• the product must be returned complete with the components and accessories supplied;
• where reasonably possible, the product is returned in its original packaging.

This additional return option is a voluntary service provided by Footr and does not affect your statutory rights.

7. Exceptions for health and hygiene reasons

For certain products, the statutory right of withdrawal may be excluded by law after a seal has been broken following delivery, where the products are sealed products that are unsuitable for return for reasons of health protection or hygiene.

Such an exception will only be applied when the statutory conditions have been met and the applicable restriction was clearly communicated to the customer before purchase.

The mere fact that a product may come into contact with the body does not automatically mean that the statutory right of withdrawal expires.

8. Return costs

Cancellation or return because you have changed your mind:

If you return a product because you have changed your mind, want a different size, or for another reason for which Footr is not responsible, you are responsible for the direct costs of the return, insofar as we correctly informed you of this before purchase.

Defective, damaged, or incorrectly delivered product:

If a product does not conform to the agreement and Footr is responsible for the return, we will not charge you the necessary return costs. Depending on the situation, we will provide return instructions, a return label, or reimburse reasonable necessary return costs.

In that case, please contact us first via support@footr.nl, so that we can arrange the appropriate solution.

9. Defective or damaged product

Have you received a product that is damaged, does not function correctly, or otherwise does not conform to what you could reasonably expect based on the agreement? Please contact us as soon as possible via support@footr.nl.

For prompt handling, where possible, please send us the following information:

• your order number;
• the name of the product concerned;
• a clear description of the problem;
• photos or videos showing the problem, where reasonably possible.

In the event of clear transport damage, we recommend reporting this as soon as possible after receipt, preferably within 48 hours, so that we can investigate the issue more easily with the carrier.

This 48-hour period is not a forfeiture period and does not limit your statutory guarantee rights. Even if you discover a defect later, your statutory rights may still apply.

10. Incorrect product received

Have you received a different product from the one you ordered? Please contact us via support@footr.nl.

Where possible, provide:

• your order number;
• the product you ordered;
• the product you actually received;
• a photo of the product received.

When we have delivered the wrong product, we will provide an appropriate solution at no additional cost in accordance with your statutory rights.

11. Statutory guarantee

The right to return a product because you have changed your mind is separate from your statutory guarantee.

You are entitled to a product that conforms to the agreement and has the characteristics that, taking into account, among other things, the product description, price, statements made, and normal use, you may reasonably expect from it.

When a product does not conform to the agreement, your statutory rights apply. Depending on the circumstances, this may include that the product must be repaired or replaced free of charge and, when the statutory conditions for this are met, that you are entitled to a price reduction or a refund.

The statutory guarantee in the Netherlands has no fixed general duration. How long you may reasonably expect a product to function properly depends, among other things, on the type of product, its price, quality, statements made at the time of sale, and the reasonably expected use.

Our voluntary 30-day return policy or a commercial trial guarantee does not limit these statutory rights.

12. Refund upon statutory withdrawal

When you lawfully withdraw from the entire order within the statutory withdrawal period, we will refund the purchase price and, where legally required, the cost of our cheapest offered standard delivery.

If, when placing the original order, you deliberately chose a more expensive shipping method than our standard delivery, we do not have to refund the difference in shipping costs.

If you return only part of an order and retain other products you ordered, the original delivery costs generally do not have to be refunded.

The refund will be made within 14 days after you have informed us that you are withdrawing from the agreement.

We may postpone the refund until we have received the products or until you have demonstrated that you have returned the products, whichever occurs earlier.

As a general rule, we use the same payment method for the refund as was used for the original payment, unless you expressly agree to another method. We will not charge any additional costs for the refund.

13. Refund Under Our Additional 30-Day Arrangement

When a return is made after expiry of the statutory withdrawal period but within our voluntary 30-day return arrangement or applicable 30-day trial guarantee, we will assess the return on the basis of the conditions of the relevant arrangement.

After receiving and approving the return, we will generally process the applicable refund within 7 business days.

After that, depending on your bank or payment service provider, it may take some time before the amount is actually visible in your account.

The refund will generally be made using the original payment method.

14. Reduction in Value

In the case of a return under the statutory right of withdrawal, we may not automatically refuse a refund because the product has been unpacked or reasonably examined.

However, if you have used the product beyond what is necessary to establish its nature, characteristics and functioning, and this has demonstrably reduced the product's value, we may, in accordance with the applicable legislation, withhold reasonable compensation for that reduction in value.

This is not the same as the additional 30-day trial guarantee referred to in Article 5. Where that guarantee expressly applies to the product, reasonable use during the trial period is permitted in accordance with the terms of that guarantee.

15. Return Shipment Lost or Damaged

When you are responsible for arranging a return shipment yourself, we recommend that you send the package with tracking and carefully packaged, and retain the proof of shipment.

For a return shipment arranged by you, the transport risk during the return shipment generally lies with you until the package reaches us, in accordance with the applicable legislation.

If Footr itself arranges the return transport or instructs a carrier selected by us to collect the return from you, the applicable statutory rules apply.

16. Order not received

Has your order not arrived within the communicated expected delivery time? Then contact us via support@footr.nl.

We will investigate the shipment with the carrier and, depending on the circumstances and your statutory rights, provide an appropriate solution.

The fact that a carrier marks a package as delivered does not automatically mean that your statutory rights lapse if you have not actually received the package.

17. Cancellation before shipment

Would you like to cancel an order before it is shipped? Then contact us as soon as possible via support@footr.nl.

If the order has not yet been processed or shipped, we will try to cancel it immediately.

If the order has already been processed or shipped, we may no longer be able to intercept it. However, this does not limit your statutory right of withdrawal for an online consumer purchase.

18. How do you register a return?

To register a return, you can follow these steps:

1. Contact us via support@footr.nl and state your name and order number.
2. Indicate which product you wish to return. When exercising the statutory right of withdrawal, you do not need to provide a reason.
3. You will receive the applicable return instructions.
4. Package the product carefully and return it within the applicable period.
5. Keep your proof of postage and, where available, the tracking code.
6. Upon receipt, we will assess and process the return in accordance with this policy and applicable law.

Do not send a return to an arbitrary address without first checking the current return information. This will help prevent unnecessary processing delays.

19. No voucher in lieu of a mandatory refund

Where you are legally entitled to a refund, we will not require a voucher, discount code, or store credit as a substitute for a monetary refund.

An alternative form of refund may be used only when you voluntarily agree to it and this is permitted under applicable law.

20. Amendments to this policy

We may amend this returns and refunds policy from time to time, for example when our practices or the applicable legislation changes.

The most recent version is published on our website and displays the date of the latest amendment at the top.

Changes generally apply to future purchases and will not retroactively limit existing statutory rights or commercial warranties already agreed.