Refund policy
Changed your mind, or picked the wrong size? You've got 30 days to send it back. Returns within the EU are free. Here's everything you need, from sending something back to how refunds work.
Return costs
| Where you live | Return shipping | What you need |
|---|---|---|
| EU countries | Free | Return label from the returns portal |
| European countries outside the EU | €9.95, taken off your refund | Return label and customs documents from the returns portal |
At a glance
| Step | When |
|---|---|
| Register your return | Within 30 days of the day your order arrives |
| We check your return and confirm by email | Within 5 working days after it reaches us |
| Refund to your original payment method | Within 14 days at the latest |
How to return
- Register your return in the returns portal.
- Print the label and tape it to the box.
- Drop the parcel at a pickup point.
To be accepted, items need to be unworn, still have their tags, and come back in the original packaging. Trying things on at home is fine.
Where you can, reuse the packaging your order came in and send everything in one parcel. Returning more than one order at once? Add the other return labels to the same box. Faster for us to process, and easier on the planet.
Returning from outside the EU
Live in Switzerland, Norway or another country outside the EU? You can return just the same, with a few extra steps so the parcel gets through customs without anyone paying duties twice.
- Register your return in the returns portal and choose the items you're sending back.
- Print the return label and the customs documents from the portal.
- Put a copy of your invoice in the parcel, and attach the customs documents to the outside.
- Make sure the parcel is declared as returned goods, not as a new shipment.
- Drop the parcel at a pickup point of the carrier on your label.
The €9.95 return shipping is taken off your refund, so there's nothing to pay upfront. The same conditions apply as for every return: unworn, tags on, in the original packaging.
Import VAT, duties and handling fees you paid when your order arrived are not refunded by us, because they were charged by your country's customs or the carrier. Depending on where you live, you may be able to reclaim them from your local customs office.
The belt with your pants
Every pair of pants except the bibs comes with a Riley Belt, and the belt is part of the pants. Send it back together with them.
Forgot the belt? Send it on and we'll hold the return until it arrives. Rather keep it? Let us know, and we'll take the belt's separate price off your refund. Either way you hear from us before we process anything.
Exchanges
Want a different size or colour? Return your item and place a new order. That's the quickest way to get what you want, and your size won't sell out while you wait.
Cancelling an order
Faster than a return, if you're quick. Log into your account and cancel your order, or email support@behindtheride.com as soon as you can. Once your order has moved to our warehouse and it's on its way, we can't stop it. You can still return it within 30 days once it arrives.
If something's wrong
Email support@behindtheride.com and we'll make it right. When it's our mistake, we cover the cost and arrange a fix, a refund or a replacement, so you're never out of pocket. That includes return shipping from outside the EU.
| What happened | What to send us |
|---|---|
| Faulty item | Your order number, which item it is, what's wrong, and a photo or two |
| Wrong item | Your order number, what you ordered, what turned up instead, and a photo of what you received |
| Damaged in transit | A photo of the parcel and the item, within 7 days of delivery |
Refunds
Once your return reaches us, we check it and confirm by email within five working days. After that we refund your original payment method, within 14 days at the latest.
Delivery costs. Send your whole order back and we refund the delivery you paid. Keep part of the order and the delivery cost stays.
Your right of withdrawal
You can withdraw your order for any reason up to 30 days after delivery, which is longer than the legal term of 14 days. Register in the returns portal or email support@behindtheride.com. The official model withdrawal form is optional. You can check a product the way you would in a shop; use it more than that and we may reduce your refund for the lost value.
Warranty and disputes
Every product comes with the legal warranty, so you're entitled to one that works as it should. If we can't fix a complaint together, you can take it to the EU ODR platform at ec.europa.eu/consumers/odr.
Return address
The label from the returns portal already carries the right address. If you need it: Capelin Returns, Buytenparklaan 30, 2717 AX Zoetermeer, the Netherlands.
