Refund & Return Policy - IGN Europe Store

eMense Events B.V. — Licensee holder of IGN EUROPE STORE

This Refund and Return Policy applies to all purchases made via the official IGN Europe Store and related webshops operated by eMense Events B.V. (hereinafter: “Publisher”, “we”, “us”, or “our”). This policy has been drafted in strict accordance with European consumer rights legislation (including the EU Distance Selling Regulations and Consumer Rights Directive).

1. Statutory Right of Withdrawal (14-Day Cooling-Off Period)

Under European law, consumers within the European Economic Area (EEA) have the right to withdraw from their purchase without giving any reason within 14 calendar days from the day on which the product is physically received by the consumer (or a designated third party other than the carrier).

How to Initiate a Return:

  1. Contact our support team within the 14-day window via customersupport@emense.nl to notify us of your decision to withdraw and request a Return Merchandise Authorization (RMA) number. Please include your Order Number in the subject line.
  2. After notifying us, you have an additional 14 calendar days to ship the physical product back to our European warehouse.
  3. You may also use the standard EU Model Withdrawal Form or the Withdrawal Button available on our website interface.

2. Product Condition & Diminution of Value

During the 14-day cooling-off period, you may unpack and inspect the item to the extent necessary to establish its nature, characteristics, and functioning, similar to how you would inspect an item in a physical retail store.

  • Products must be returned in their original condition and, where reasonably possible, in their original, undamaged product packaging.
  • If a returned item or its packaging shows signs of use, damage, or wear beyond what is necessary to evaluate the product, we reserve the right to reduce the refunded amount accordingly to account for the diminution of value.

3. Legal Exclusions from the Right of Withdrawal

In accordance with Article 16 of the EU Consumer Rights Directive, the right of withdrawal does NOT apply to the following products:

  • Sealed Audio/Video Recordings and Computer Software (e.g., Vinyl Records & Video Games): Returns are strictly excluded if the protective seal or wrap has been broken or removed after delivery. Once unsealed, the sale is final.
  • Personalized / Custom-Made Goods: Products manufactured specifically to unique customer specifications (e.g., custom name prints). Note: Standard catalog print-on-demand items (featuring fixed designs) are not excluded and may be returned.
  • Digital Content: Downloadable media, digital codes, or downloadable software where performance has begun with your explicit consent and acknowledgment that you lose your right of withdrawal.

4. Shipping Costs for Returns

  • Full Returns: If you return your entire order within the 14-day statutory period, we will credit the full purchase price including the standard outbound shipping costs originally paid by you.
  • Partial Returns: If you return only part of a multi-item order, original outbound shipping charges will not be refunded.
  • Return Shipping Fees: The direct cost of returning the goods from your address to our European warehouse is to be borne by the customer, unless the return is necessary due to an error on our part (e.g., wrong item shipped) or a manufacturing defect.

5. Damaged, Defective, or Incorrect Items (Statutory Warranty)

If an item arrives damaged, defective, or does not match your order, you are entitled to statutory rights under EU conformity law:

  • Please contact customersupport@emense.nl immediately upon discovery with clear photos/videos of the damaged or defective item.
  • For high-value collectibles or merchandise, the item must meet reasonable consumer expectations. If a material defect or severe transit damage is confirmed, we will—at your preference—send a free replacement, exchange the item, or issue a full refund.
  • If a replacement is out of stock, a full refund (including return shipping costs) will be provided.

6. Refunds & Extended Terms (Pre-Orders)

  • Once your returned package is received and inspected at our warehouse, refunds are processed within 14 calendar days.
  • Refunds will automatically be credited via the original payment method used during checkout.
  • Pre-Orders / Extended Timelines: Standard payment processors often limit automatic refunds to a 120-day transaction window. If a pre-order refund is requested after this period, automatic crediting to your card or original payment method may technically fail. In such cases, our support team will contact you to arrange an alternative method (e.g., manual SEPA bank transfer or PayPal).

7. Exchanges (e.g., Clothing Sizes)

We do not process direct automatic exchanges. If you need a different size for a apparel item, please return the original item for a refund in accordance with this policy and place a new order for the desired size directly in the IGN Europe Store.