Returns
14 days from delivery to send an unworn item back for a refund. Unwashed, tags on, original condition. Start it by email with your order number.
Returning an item
How long do I have?
+
14 days from the day it lands. It is your statutory right as an EU consumer, and it covers almost everything we sell. The exceptions are listed further down.
What condition does it need to be in?
+
Unworn, unwashed, tags on, seals intact. Trying it on for fit is fine, the same as in a shop. If it comes back worn, washed, or without tags, we may cut the refund or send it back to you.
How do I start one?
+
Email info@nulstandard.com with your order number and what you want to return. We reply with the address and how to send it.
Who pays the return postage?
+
You do. Use a tracked service and keep the receipt, because we cannot refund something that does not reach us. Postage is not refunded. Outside the EU, you also cover any customs on the way back.
When is the refund?
+
After your return reaches us and we have checked it. It goes back to the card or method you paid with. We cannot send it anywhere else.
Exchanges
How do exchanges work?
+
Send back what you have, using the steps above. Order the size or colour you want as a new order. Doing it as two separate transactions is faster, because the new order ships straight away instead of waiting for your return to land.
Is the new order charged on its own?
+
Yes. You pay for it when you place it. The original is refunded once it reaches us and has been checked.
Faulty or damaged items
The two-year guarantee
+
Every product is covered for two years against manufacturing faults, under the Danish Sale of Goods Act. That means a fault that was there when it was made or delivered. A seam, a fastening, a material giving way in normal use.
What it does not cover
+
Ordinary wear. Crash damage. Damage from washing or drying against the care instructions. Damage from things like saddle rub or Velcro on other kit. None of those are faults.
How to claim
+
Email info@nulstandard.com with your order number, what the fault is, and clear photos. We may ask for the item back to look at it. If it is a manufacturing fault, we repair it, replace it, or refund it.
Crash damage
+
A crash is not a fault, so it is not a guarantee claim. Crash replacement is a separate Club benefit. The Crash Replacement page has it.
What cannot go back
Worn, washed or untagged
+
For hygiene, we cannot take back anything that has been ridden in, washed, or sent without its tags.
Personalised items
+
Anything made or altered to your spec, unless it is faulty.
Opened hygiene seals
+
Some items are sealed for hygiene. Once the seal is broken, they cannot go back unless they are faulty.
This is the short version. The full terms, including how we judge condition, are in our Refund Policy. Anything else, get in touch.