Returns & Right of Withdrawal

Changed your mind, or something's just not quite right? No worries — here's everything you need to know about sending an item back to us.

Your Right of Withdrawal

You have 14 days from receiving your order to change your mind and return it, no questions asked.

• The 14 days start on the day you (or someone you've asked to receive it) get the item.
• Want to return something? Just send it back to us with your order confirmation or order number included — no need to call, email, or ask permission first. If you'd rather give us a heads-up, feel free to drop us a line at support@htf-store.com, but it's completely optional.
• As soon as we receive your return (or proof that it's on its way back to us), we'll get your refund sorted within 14 days.
• We just ask that items come back to us unused and in their original condition.

Shopping from outside the EU? The 14-day right of withdrawal is an EU consumer law, so it applies automatically if you're in the EU. We're happy to offer the same 14 days to everyone, wherever you're ordering from — so the same friendly window applies no matter where you are.

A few things that can't be returned:

• Custom or made-to-order products
• Items marked as Outlet (these are final sale)
• Anything that's already been used

Everything else? Pack it up, pop your order number in the box, and send it our way — no approval needed.

How to Send Something Back

1. Pack the item up carefully, making sure it's unused and in its original condition.
2. Pop your order confirmation or order number inside the box.
3. Send it back to us using the carrier of your choice, to:
   Hard to Find - Returns
   Westerblokker 23a
   1695AA Blokker
   The Netherlands
4. And that's it — no approval, no reference numbers to request, no waiting around, as long as your item is eligible (see above).

For standard returns and change-of-mind withdrawals, you'll cover the cost of sending it back to us — we don't provide prepaid labels for these. Please note that the item is your responsibility until it reaches us — we'd always recommend shipping with insurance and keeping your proof of postage, just in case anything happens to the package along the way.

Got a Defective Item?

If something you've bought from us turns out to be faulty, that's a different track from a standard return — and we'll take care of it.

• Get in touch with us at support@htf-store.com and let us know what's wrong.
• Once we've confirmed the fault with you, we'll send you a prepaid return label and cover the shipping cost ourselves — no cost to you.
• Just include your order confirmation or order number in the package, same as with any return.
• Once we've received and checked the item, we'll sort out a refund, repair, or replacement with you.

Returning Something from Outside the EU? A Quick Customs Tip

If you're sending an item back to us from outside the EU, you'll be arranging your own shipping, which means you (or your carrier) will fill out the customs paperwork. It's worth taking a moment to get this right — done incorrectly, customs can end up charging you duty or import VAT again on something you already paid for once.

Why this happens: when a package arrives in the EU, customs treats it as a new import by default. There's a helpful relief for goods that are simply coming back to where they came from (called Returned Goods Relief), but customs will only apply it if your paperwork makes that clear.

Here's how to make sure it goes smoothly:

1. Write your order number clearly on the customs invoice and inside the package, so it's easy to match up with your original order.
2. On the customs invoice, describe the goods as "Returned goods — no commercial value" and mention the original order number and purchase date, rather than describing it like a new sale.
3. Don't declare a fresh commercial value — just note the original purchase value along with the fact that it's a return.
4. When you're filling out the customs form with your carrier or post office, ask them about Returned Goods Relief (RGR) — most carriers (DHL, UPS, FedEx, national postal services) have a specific option for this.
5. Try to send it back within 3 years of your original purchase — that's the usual window for Returned Goods Relief, and the item should be essentially unchanged since it left us.

Follow these steps and you shouldn't owe any extra duty or VAT. If you do get charged anyway, just hang onto your proof of postage and customs paperwork and reach out to us — we're happy to confirm your order details in writing if your carrier or customs office needs it.

Refunds

Once your return reaches us and we've had a look, we'll let you know and get your refund on its way within 14 days (usually much sooner). Please note that we refund the cost price of the product — shipping costs are not refunded, whether that's the cost of the original delivery to you or sending the item back to us.

Questions?

We're happy to help — just drop us a line at support@htf-store.com and we'll sort it out together.