Return and Refund Policy

Last updated: 24 September 2026

Thank you for shopping with TOLS Clothing. Each garment is printed on demand for customers in the Netherlands. This policy explains your rights under Dutch and EU consumer law and how to use them.

1. Changing Your Mind (Right of Withdrawal)

You can withdraw from your purchase within 14 days without giving a reason.

• When the 14 days start: the day after you (or someone you have designated, other than the carrier) receive your order. If your order arrives in several parcels, the 14 days start after you receive the last one.

• Which products: all our products are pre-designed and not made to your personal specifications, so the right of withdrawal applies to every item, including sale and discounted items.

2. How to Withdraw

You can withdraw in either of these ways:

• Withdrawal button (quickest): click “Withdraw from contract here” in the footer of our website. No account or login is needed. Fill in your name, order number and email address, then confirm your withdrawal in the second step. You will immediately receive an email confirming that we have received your withdrawal, with the date and time.

• Through our contact form: send us a clear statement that you want to withdraw via contact form. You may use the EU model withdrawal form, but you don’t have to.

To meet the deadline, it is enough to send your withdrawal before the 14 days have passed. You don’t need our permission to return an item: once you have told us you are withdrawing, we will email you the return address.

3. Returning the Item

• Deadline: send the item back within 14 days after the day you told us you are withdrawing.

• Return costs: you pay the direct cost of returning the item, unless it is faulty or incorrect (see Section 5).

• Shipping: we recommend a tracked service and keeping your proof of postage.

• Trying items on: you may handle and try on the item as you would in a shop. To receive a full refund, please return it unworn (apart from trying it on), unwashed and undamaged. If the item has been handled beyond what is needed to check its nature, characteristics and fit, we may deduct an amount for the loss in value.

4. Your Refund

• We refund the product price and the standard outbound shipping costs you paid, within 14 days of the day we receive your withdrawal.

• We do not refund the extra cost of a delivery method more expensive than our standard delivery.

• We may wait to refund you until we have received the item back, or until you have sent us proof that you have returned it, whichever comes first.

• We refund using the same payment method you used for your order, at no cost to you.

• Store credit: if you prefer, you may ask for store credit instead of a refund. This is entirely optional; a refund to your original payment method is always the default.

5. Faulty, Damaged or Incorrect Items

We stand behind our quality. If an item arrives damaged, turns out to be faulty, or is not what you ordered:

• Tell us as soon as possible. Under Dutch law, notifying us within two months of discovering the problem is always on time.

• Send us: your order number, clear photos of the issue and a short description. This helps us resolve your claim quickly.

• Your options: a free replacement or, if a replacement is not possible or reasonable, a price reduction or a full refund including standard shipping costs.

• Return costs: if we need the item back, we will provide a prepaid return label, so returning it costs you nothing.

Dutch law does not set a fixed guarantee period: a product must last as long as you can reasonably expect. If a defect appears within one year of delivery, it is presumed to have existed at delivery. Normal wear and tear, and damage caused by not following the care instructions, are not defects.

6. Exchanges

Because each item is made to order, we don’t offer direct exchanges. Instead, you can withdraw and return your item (see Sections 2 and 3) and place a new order for the size, colour or design you prefer.