Return policy
Return policy
If for any reason you are not completely satisfied with your order, please contact us. At DOUX. Amsterdam , our goal is to ensure complete customer satisfaction. If you are not satisfied, please do not hesitate to contact us so that our team can assist you immediately.
How to return all or part of your order?
If you decide to return the products within 14 days , we will refund the full order amount within five working days of receiving the items.
Please note that return shipping costs are non-refundable .
To make a return, follow these steps:
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Send an email to info@douxamsterdam.com specifying that you wish to return all or part of your order.
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Wait for confirmation from our customer service regarding acceptance of the return.
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If the return is accepted, carefully package the item(s), preferably in their original packaging.
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Ship the package to the return address provided by our customer service.
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Send us the tracking number (Track & Trace) .
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Once the package is received and checked, we will refund the amount via the original payment method.
Products on sale
Please note: Products on sale or on promotion cannot be returned . Please consider carefully before making your purchase.
Cancellation of orders
Unfortunately, it is not possible to cancel an order, as they are processed automatically upon validation.
Products damaged upon receipt
We apologize if your product is damaged upon delivery. If you receive a damaged or incorrect item, please contact us within 30 days of receipt. Returns will no longer be accepted after this period.
To process your request quickly, please email us a clear photo of the defect or breakage (preferably flat, with the label visible). This will help us identify the problem and avoid future errors.
In case of damaged items, we offer a one-time replacement package —no refunds. If the product is damaged again after the second shipment, we will refund the purchase amount in full.
For any questions regarding damaged items, contact us at info@douxamsterdam.com .
Manufacturing defects or failures after use
Occasionally, a manufacturing defect may appear after use. Wear parts are excluded from this warranty (e.g., belts, batteries, brake pads or discs, chains, lighting, tires, inner tubes, moving parts, etc.).
To report a manufacturing defect or breakdown after use, contact our customer service at info@douxamsterdam.com .
Delivery of an incorrect product
We do our best to avoid errors, but occasionally the wrong product is shipped. In this case, we will correct the error by sending the correct item free of charge.
For any questions regarding an incorrect order, please write to us via info@douxamsterdam.com .
Delivery in case of absence or drop-off at a relay point
If your package is delivered to your door or dropped off at a relay point, the delivery costs are our responsibility .
However, if the package is refused or not collected at the relay point, it will be automatically returned to the sender. In this case, we reserve the right to deduct 100% of the order value from the refunded amount .
Damaged product? 🛠️
We apologize if your product was damaged during shipping. We offer a free reshipment the first time , but no refunds . If the item is damaged again during the second shipment, we will refund you in full.
Lost package?
If your package is lost or undelivered due to logistical reasons, we will first resend a new package before applying our return/refund policy.
Customs duties
Customs fees may be applied upon delivery. We cannot control legislative changes effective from July 1, 2021.
In 99% of cases, these fees do not apply, but if you are charged customs duties, please contact us.
