Return Policy

1. Scope

This policy covers physical goods (e.g., books, merchandise) purchased online.
For digital items, see our Digital Product Policy.
For rentals, see our Rental Policy.
For business customers (B2B), see section 6.

2. Consumer Right of Withdrawal (14 days)

If you purchase as a consumer in the EU/NL, you have a 14-day withdrawal period starting the day you (or a third party indicated by you) receive the goods.

How to withdraw: email info@truespiritentertainment.com with your order number and a clear statement that you withdraw.

Return window: after notifying us, you must send back the goods within 14 days.
Condition: goods must be unused and in original packaging (including all accessories). If the item is used beyond what is reasonable in a shop, we may deduct for diminished value.
Costs: return shipping is at your expense, unless the item is defective or we made an error.
Refunds: we refund the price you paid including the standard delivery cost (if charged), but excluding any extra costs for express delivery. Refunds are issued within 14 days of your withdrawal notice, but may be withheld until we receive the goods or proof of return.
Risk: you are responsible for the return until delivered to us. Use tracked, insured shipping and pack securely.

Exclusions (no withdrawal):

Digital content once delivery has begun with your express consent and acknowledgment of losing the withdrawal right.
Sealed goods not suitable for return due to health protection or hygiene reasons once unsealed.
Personalized/custom-made items.
Goods inseparably mixed with other items after delivery.

Your statutory rights remain unaffected.

3. Returns Process (Physical Goods)

Request authorization by emailing info@truespiritentertainment.com (RMA request).
Pack and include: return the item unused, in original packaging with all accessories, and include your order number.
Ship: use a tracked method to the return address we provide.
Inspection & refund: after inspection, we refund to the original payment method. If diminished value applies (e.g., missing parts, wear, damage), deductions may be made as permitted by law.

4. Defective / Wrong Item

If your item is defective, damaged on arrival, or incorrect, contact us within a reasonable time (notifications within 2 months are deemed timely under Dutch law).
We will repair, replace, or refund as appropriate and provide a prepaid return label where applicable.

5. Exchanges

We do not offer direct exchanges. For a different item/size, please place a new order and return the original following this policy.

6. Business Customers (B2B)

No statutory right of withdrawal applies. Returns are only accepted with prior written approval within 7 days of delivery, with items unused and in original packaging.
Shipping is at the customer’s cost and risk.
A restocking fee (up to 15%) may apply.
Statutory non-conformity rules remain applicable.

7. Shipping, Customs & Non-Collection

Standard delivery charges are refunded in a consumer withdrawal; premium/express upgrades are not.
Customs duties/taxes on international orders are non-refundable by us.
If a parcel is refused or uncollected and returned, we may deduct actual return and handling costs from your refund.

8. Changes

We may update this Return Policy from time to time. The version date above reflects the latest revision.

Contact

True Spirit Entertainment
Kippenburg 2, 8926 KX

Leeuwarden, The Netherlands
KvK: 91931886 • VAT: NL004925566B46
Email: info@truespiritentertainment.com