Group: Refund

What happens if the parcel doesn’t get picked up?

Orders will be shipped to the address that has been provided by the customer. This is the reason why customers must place their order online. The customer is responsible for entering the correct invoicing address, delivery address, and contact details.

A tracking code is sent out for each parcel. The mail with the tracking code looks as follows:

The customer is also responsible for follow-up of packages. It is impossible for The Canyon Store to follow up each package until it gets delivered.

However, it may happen that a customer needs to pick up the parcel at a post office, a parcel pick up point, a customs office or something similar. The exact location may differ from parcel to parcel, country to country. The client may be subject to import duties and taxes, which are levied once the package reaches their country. Additional charges for customs clearance must be borne by the customer; CanyonStore has no control over these charges and cannot predict what they may be.

So what happens if a package doesn’t get picked up on time?

If a package doesn’t get picked up, it usually gets returned to the warehouse as “refused” or “not picked up”.
In that case the parcel gets returned to the warehouse, and will be automatically refunded minus the shipping costs. A credit note will be issued automatically and the refund will occur through the same channel as the original order (Paypal, Visa, Bancontact, iDeal,…).

Note that if the customer still wishes to receive the package, then they must place a new order.

 

What are the instructions for returning a product?

As described in the Return Policy in the Conditions, private customers have up to 60 (sixty days) to announce a (partial) cancellation and return of items. Below are the detailed steps on how to return an item.

First go to your account page and ask for a refund.

This is valid for all customers, whether they live inside or outside the EU, for private customers just as well as business customers.  Once we have received your request for a (partial) cancellation and return of items we create a return order in our warehousing system and communicate the return order number to you. It will have the format “PO12345”. Do not return any items before you have received the “PO12345” number.

Put the merchandise including all original labels and tags, in a sturdy cardboard box and mention the “PO” number on the outside of the box, or on a slip of paper inside the box. Then ship the items to our warehouse within fourteen (14) days after announcing the return. We highly recommend that goods are returned with a tracking code!

Warehouse address:
Webship, attention of CanyonStore
Oudenaardestraat 84 gate 61, 8570 Vichte, Belgium

Once the package has been received at our warehouse it will be examined for damages. If there are no damages, then the returned items or (partially) cancelled orders will be repaid within fourteen (14) days after receiving the returned goods. The repayment will be done through the same channel as the original payment was received. That’s it!

Unfortunately, there is more paperwork involved for customers residing outside the EU. So what do you need to do?

Once we have received your request for a (partial) cancellation and return of items we create a return order in our warehousing system and communicate the return order number to you. We will also create a credit note and a return document for the Belgian customs department and send it to you.

Put the merchandise including all original labels and tags, in a sturdy cardboard box. Include a document folder (on both the outside and inside the box) with a print out of the following documents

    1. a copy of the invoice of your original order
    2. a copy of the credit notes that we have sent you
    3. a signed and dated copy of the return documents for BE customs that we have sent you
    4. a copy of the original shipping label
    5. a slip of paper mentioning the “PO” number

Then ship the items to our head quarters within fourteen (14) days after announcing the return. Returns from outside the EU must not be returned to the warehouse, but to our sales manager (Daniel Buvens) for customs clearance. We highly recommend that goods are returned with a tracking code!

HQ address:
Daniel Buvens,
Firmin Jacobslaan 44,
3545 Halen, Belgium

If you can’t find the original invoice, or the original shipping label, then don’t worry… we can send it to you as a PDF. Once the package has been received at our warehouse it will be examined for damages. If there are no damages, then the returned items or (partially) cancelled orders will be repaid within fourteen (14) days after receiving the returned goods. The repayment will be done through the same channel as the original payment was received. Please note though that returns from outside the EU can take anything between 7 and 90 days to get processed by Customs. That’s it!

Can I return goods after the 14 day return period?

Yes. We understand that a package sometimes arrives at an inconvenient moment, and you simply don’t have time to inspect your order within fourteen (14) days of receipt thereof. Therefore we extend the grace period to sixty (60) days for private customers, for all orders placed on or after 1 September 2019. This will give you ample time to inspect the received items, and decide whether or not you wish to keep them.

However, please note that our store policy is to refund (pay back) orders only if the return is announced within 14 days of receipt thereof. Between day 14 and day 60 of the return period we can give you a store credit. This store credit will remain valid for 1 (one) year after we have received the returned goods. The items must still be returned undamaged and (where possible) in their original packaging, along with the labels, stickers, etc. The costs for returning the items are always borne by the customer! (also see our return policy on our rules and conditions page)

Returns which are announced after the 60 (sixty) day extended return period are not accepted.

Business customers who wish to return/cancel (part of) an order should contact The Canyon Store in writing within fourteen (14) days of receipt, period starting on the day following the day of receipt. These requests may or may not be taken into consideration. This will be examined case by case. The Canyon Store retains the privilege to accept or reject requests for cancellation/return from business customers.

 

I ordered the wrong article. Can I exchange this for a different article?

Unfortunately we do not offer exchanges. If you have ordered an incorrect article, you can return items, for which you will get a refund or a store credit. We do not offer an exchange (i.e. shipping an other article after receiving the returned article). If you want another product (or size) instead, please put in a new order.

The only exception is when The Canyon Store has accidentally shipped you an incorrect size or article. In that case we do offer an exchange!