Returns - Warranty&Complaints - Refunds
When purchasing products on the TML Webstore, you have the right to return purchased products without any reason, on condition that you notify us within 30 days after delivery of the product via our returns portal.
After receiving your return request via the portal, you will receive the return label for your parcel. You have 14 days to send back the items at your own expense and the label must be clearly visible on the box.
When returning from a non-EU country, please ship with one of the following carriers with a tracking number option: UPS, DHL, GLS or DPD. Note that custom documents are required.
You are in this case responsible for the return of the products and therefore also for its shipping costs. The products also should be returned within 14 days. In case you do not comply with this clause, you remain owner of the products and TML Webstore shall not be obliged to refund the buyer. TML Webstore cannot be held liable for any damage of the packaging or the products itself which occurred during the period the goods are sent back.
If 30 days have gone by since the arrival of the buyer’s order, unfortunately refunds or exchanges cannot be offered. This is however not the case if the buyer has a complaint or warranty request. Please refer to the warranty section or contact our customer service so we can find a fitting solution.
During this 30 days’ period, you are obliged to keep the unused products and packaging in an appropriate and careful manner, in its original condition and at your own risk. If this period expires on a non-working day, the deadline is extended till the next working day.
After receiving and checking the return for completeness and damage, TML Webstore will refund the amount you paid for the item. The initial shipping costs will only be refunded if you return all the items of your order.
The refund happens within 14 days after TML Webstore received the package.
For more information about refunds, please refer to our refunds section.
The right of withdrawal does not apply to:
- Delivered product made upon the customers’ wishes, or if it was tailored to the personal needs of the customer;
- Orders containing perishable goods such as food, flowers, newspapers or magazines;
- Orders containing intimate or sanitary goods, hazardous materials or flammable liquids or gases;
- Audio and video recordings (CD, DVD, VHS-tape), computer software, video game, cassette tape or vinyl record that have been opened and of which you have broken the seal;
- Journals or magazines;
- Products purchased in one of the stores at Tomorrowland;
- Limited edition pieces such as Mainstage elements or other collectibles;
- Products with obvious signs of use;
- Items returned more than 30 days after delivery.
Additional non-returnable items:
- Gift Cards
- Downloadable software products
- Some health and personal care items
- Limited Edition Ski & Snowboard Sets
WARRANTY & COMPLAINTS
TML Webstore guarantees that the products meet the quality and quantity of the agreement, as stated on the website in the product description or product image.
If this is not the case and the products show signs of a defect, are faulty or not as advertised, please notify TML Webstore within 6 months after receipt of the order. Normal wear or (un)intentional changes to the product are not covered by the warranty.
After 6 months, you need to prove that the defect already existed on receipt of the goods, for example, by showing that it is due to the poor quality of the materials used.
Under EU law you always have the right to a minimum 2-year guarantee at no cost. This 2-year guarantee period starts as soon as you receive your goods.
If goods you bought on the TML Webstore turn out to be faulty or do not look or work as advertised, we will find a solution for your request. This could be to repair or replace the product free of charge, give you a price reduction or a full refund. Any form of compensation can never exceed the amount that was billed to you.
As a general rule, you will only be able to ask for a partial or full refund when it is not possible to repair or replace the goods.
You might not be entitled to a refund if the problem is minor, such as a scratch on a CD case.
You can contact our customer service and we will do our best to handle your complaint or request as soon as possible, and provide a solution. Please provide us with as much information as possible regarding your complaint so we can handle it as quickly as possible. This information is at least the order number and your full name, but can also be photos of the product and a detailed description of the defect or complaint.
Once your return is received and inspected, TML Webstore will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. Return shipments are solely accepted if the product (in its original packaging) is undamaged.
If you are approved, your refund will be processed and a credit will automatically be applied to your credit card or original method of payment within a certain amount of days.
Please note that TML Webstore can only refund the cost of the returned product(s) and the initial shipping costs.
When returning goods which you bought using a discount or offer, TML Webstore will adjust the refund accordingly if you fall below the discount/offer threshold, as that discount or offer will no longer apply.
Please also refer to the information about refunds in the Terms of Service.
LATE OR MISSING REFUNDS (IF APPLICABLE)
Once TML Webstore has approved your request to refund the product(s) you have returned, the refund will be processed within 14 days but this may delay if TML Webstore did not receive the goods, evidence that the buyer has returned the goods or the buyer’s bank details (if needed and when asked for) to refund the amount.
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact our customer service.
If the 14 days’ period of your right of withdrawal have expired, TML Webstore only replaces items if they are defective or damaged under the conditions in the warranty section. If you need to exchange it for the same item, request your refund via the returns portal and repurchase the product in the right size or color.