Refund Policy

RETURNS AND REFUNDS

Changed your mind, or something arrived that is not right? Here is how it works.

THE SHORT VERSION

You have 14 days from receiving your order to tell us you want to return it, and another 14 days after that to send it back. Items must come back unused and in their original packaging. Return shipping is at your own cost, unless the item was faulty or we sent the wrong thing. Refunds are issued to your original payment method.

HOW TO START A RETURN

1. Email us at info@coinwaltz.com within 14 days of receiving your order. Include your order number and tell us which items you are returning.

2. We reply with the return address and instructions, usually within one business day.

3. Pack the items securely, ideally in the original packaging or a similar box. Include a note with your order number inside the parcel so we can match it to your order.

4. Send the parcel to the address we give you and keep your proof of postage and tracking number. Until the parcel reaches us, it is your responsibility.

5. Once the return arrives and has been checked, we process your refund.

Your order number is in your order confirmation email and on the delivery note in the box.

CONDITION OF RETURNED ITEMS

You may inspect and try an item the way you would in a shop. You may open the packaging, look at a strap, hold a bag, check whether a case fits your gear.

What we cannot accept:

Items that have clearly been used, worn in or taken out on a shoot.
Items returned without their original packaging, tags or protective materials where these were supplied.
Items that are dirty, scratched or damaged after delivery.

If the value of an item has dropped because it was handled more than necessary, we may deduct that loss in value from your refund. We always tell you before we do this and explain why.

ITEMS THAT CANNOT BE RETURNED

Personalised items, such as products engraved, embossed or stamped with a name, initials or a logo, are made to your specification and cannot be returned or exchanged unless they are faulty. This is stated on the product page before you order.

Sealed items that are not suitable for return once opened cannot be returned if the seal has been broken.

FAULTY OR INCORRECT ITEMS

If an item arrives damaged, faulty, or is simply not what you ordered, email info@coinwaltz.com with your order number and a few photos of the problem. We sort it out with a repair, a replacement or a full refund, whichever suits the situation best, and we cover the return shipping. This applies beyond the 14 day withdrawal period as well, since your statutory rights under Dutch consumer law run longer.

Leather and canvas change with use. Colour deepening, softening and small marks that appear over time are normal ageing and not defects.

EXCHANGES

We do not process direct exchanges. If you want a different item, return the original for a refund and place a new order. That way you do not have to wait for your return to arrive before the replacement is on its way.

REFUNDS

Once we have received and checked your return, we confirm by email and issue the refund.

We refund the purchase amount plus the standard shipping cost you paid on the original order. If you chose Insured Express Shipping, we refund the amount of our standard free shipping option, which means the express supplement is not refunded.

Refunds are made to the same payment method you used to pay. The money is issued within 14 days of receiving your return and normally appears in your account within 2 to 7 business days, depending on your bank or payment provider.

If you return only part of an order, the original shipping cost is not refunded.

CANCELLING BEFORE DISPATCH

If you change your mind before your order has been dispatched, email us as quickly as possible. If we can still stop the parcel, we cancel the order and refund you in full. Once a parcel has left the facility, it has to be handled as a return.

QUESTIONS

Email: info@coinwaltz.com
Phone: +31687156632

We aim to reply within one business day. If something is not going the way it should, tell us and we will do what we reasonably can to make it right.