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30-day return policy for clothing
All clothing items can be returned within 30 days of receipt, either to exchange for a different size or to be refunded. The customer must bear the costs for the return shipment. ESL Gaming GmbH will bear the shipping costs for shipping the replacement item. If the product was provided with a one-time bonus code, this bonus code must be unused in order to be able to claim the right of return.
30 days right of return for other items
All non-clothing items (e.g. collector's items) can be purchased within be returned thirty days after receiptif the product is still in its original packaging and in good condition. All included bonus codes must be unused in order to be able to claim the right of return.
How do I request a return / exchange?
Please contact our customer service at [email protected] for a return or exchange request. Please include your order number, the item you are returning and a reason for the return. We will then send you more detailed information about the return process.
Please note that you are responsible for all items received until they have reached our warehouse. So please make sure that you send us items with a delivery service that insures the item's value.
I received the wrong or damaged product!
We are very sorry. Please contact us using our contact form or by e-mail (to: [email protected]) and we will immediately see to it that you receive your desired product in good condition. As far as possible, please give us details of the damage or the wrong item, and ideally also photos, so that we can identify and fix the problem as soon as possible.
Do I get the shipping costs reimbursed for a return?
If the return shipment becomes necessary due to our mistake, we will of course reimburse the costs. This applies, for example:
- If we sent you the wrong item
- If any of the items are damaged or faulty
However, we do not reimburse shipping costs for returns for exchange or refund if there is no mistake on our part.
Right of withdrawal
All EU citizens have the right to withdraw from this contract within fourteen days without giving any reason.
The cancellation period is fourteen days from the day on which you or a third party named by you who is not the carrier has taken possession of the last partial shipment or the last item.
In order to exercise your right of revocation, you must inform us (ESL Gaming GmbH for the attention of ESL Shop, Schanzenstrasse 23, 51063 Cologne, Germany, [email protected]) by means of a clear declaration (e.g. a letter or email) about your decision to revoke this contract.
To meet the cancellation deadline, it is sufficient for you to send your notification of exercising your right of cancellation before the cancellation period has expired.
If you withdraw from your contract with us, we will give you all payments that we have received from you, including delivery costs (with the exception of the additional costs that result from the fact that you choose a different type of delivery than the cheapest one we offer Standard delivery), to be repaid immediately and at the latest within fourteen days from the day on which we received notification of your cancellation of this contract. For this repayment, we will use the same means of payment that you used for the original transaction, unless something else was expressly agreed with you. We can refuse the repayment until we have received the goods back or until you have provided evidence that you have sent the goods back, whichever is earlier.
You must return the goods to our warehouse (ESL Gaming c / o Recom Logistik, Marconistr. 20A, 50769 Cologne, Germany) immediately and in any case no later than fourteen days from the day on which you inform us of the cancellation of this contract or to hand over. The deadline is met if you send the goods before the period of fourteen days has expired. You bear the direct costs of returning the goods.
Exceptions to the right of withdrawal
Gift cards are non-returnable items. A revocation via the purchase contract is not possible.
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