Refund policy

Returns, Exchanges, and Refunds Policy

Quick Summary

 

- Returns accepted up to 30 calendar days from delivery.

- Products must be unused and in their original packaging.

- Some items are non-returnable.

- Exchanges only for defective or damaged products.

- Return shipping costs are the customer’s responsibility.

- EU customers have a legal right to cancel within 14 days.

General Returns

You can return any product within 30 calendar days from delivery, provided that:

- The product is unused and in new condition.

- The original packaging is intact.

- You include the receipt or proof of purchase.

Non-returnable Items

- Perishable goods (food, flowers, etc.).

- Intimate or sanitary products.

- Hazardous or flammable materials. 

- Gifts cards 

- Downloadable software or digital content.

- Certain health and personal care items.

- Opened media such as CDs, DVDs, vinyl records, video games, etc.

Right of Withdrawal (EU Only)

If you are a consumer residing in the European Union, you have the right to cancel your purchase without giving any reason within 14 calendar days from delivery.

To exercise this right, please notify us by email at:  

support@etsvia.store

Once we receive the returned product, we will refund the full purchase price, including the standard shipping cost (excluding express shipping), within 14 days.

This right does not apply to personalized, perishable, or hygiene-excluded items.

Refunds 

Once we receive and inspect the returned product:

- We will notify you by email if your refund has been approved or rejected.

- If approved, your refund will be processed to your original payment method.

- Refunds typically take 5 to 10 business days to process.

Partial Refunds (if applicable)

Partial refunds may apply for:

- Products showing obvious signs of use.

- Opened or tampered media.

- Items damaged or missing parts not due to our error.

- Returns made after the 30-day return window.

Haven’t Received Your Refund?

1. Check your bank account again.

2. Contact your credit card company.

3. Contact your bank (some refunds take processing time).

If you’ve done all this and still have not received your refund, please contact us at:  

support@etsvia.store

Exchanges (if applicable)

We only replace items if they are defective or damaged.  

To request an exchange for the same item, please email us at:  

support@etsvia.store

Send your item to:  

Rue Lamarck 77, Liège, 4000, Belgium

Gifts

- If the item was marked as a gift and shipped directly to you, you will receive a gift credit for the value of your return.  

- If not marked as a gift, the refund will be issued to the original purchaser.

Return Shipping

Please send your return to:  

Rue Lamarck 77, Liège, 4000, Belgium

- Return shipping costs are your responsibility.  

- Return shipping costs are non-refundable.  

- If you receive a refund, the cost of return shipping will be deducted, if applicable.

For returns over €75, we recommend using a trackable shipping service or purchasing shipping insurance. We cannot guarantee we will receive your returned item without confirmation.

Legal Notice

This policy complies with the applicable consumer protection laws in:

- European Union (Directive 2011/83/EU)  

- United States  

- Canada  

- Australia