As described in the Return Policy in the Conditions, private customers have up to 60 (sixty days) to announce a (partial) cancellation and return of items. Below are the detailed steps on how to return an item.
First go to your account page and ask for a refund.
This is valid for all customers, whether they live inside or outside the EU, for private customers just as well as business customers. Once we have received your request for a (partial) cancellation and return of items we create a return order in our warehousing system and communicate the return order number to you. It will have the format “PO12345”. Do not return any items before you have received the “PO12345” number.
- Steps in case you are returning an item from within the EU (European Union)
Put the merchandise including all original labels and tags, in a sturdy cardboard box and mention the “PO” number on the outside of the box, or on a slip of paper inside the box. Then ship the items to our warehouse within fourteen (14) days after announcing the return. We highly recommend that goods are returned with a tracking code!
Warehouse address:
Webship, attention of CanyonStore
Oudenaardestraat 84 gate 61, 8570 Vichte, Belgium
Once the package has been received at our warehouse it will be examined for damages. If there are no damages, then the returned items or (partially) cancelled orders will be repaid within fourteen (14) days after receiving the returned goods. The repayment will be done through the same channel as the original payment was received. That’s it!
- Steps in case you are returning an item from outside the EU (European Union)
Unfortunately, there is more paperwork involved for customers residing outside the EU. So what do you need to do?
Once we have received your request for a (partial) cancellation and return of items we create a return order in our warehousing system and communicate the return order number to you. We will also create a credit note and a return document for the Belgian customs department and send it to you.
Put the merchandise including all original labels and tags, in a sturdy cardboard box. Include a document folder (on both the outside and inside the box) with a print out of the following documents
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- a copy of the invoice of your original order
- a copy of the credit notes that we have sent you
- a signed and dated copy of the return documents for BE customs that we have sent you
- a copy of the original shipping label
- a slip of paper mentioning the “PO” number
Then ship the items to our head quarters within fourteen (14) days after announcing the return. Returns from outside the EU must not be returned to the warehouse, but to our sales manager (Daniel Buvens) for customs clearance. We highly recommend that goods are returned with a tracking code!
HQ address:
Daniel Buvens,
Firmin Jacobslaan 44,
3545 Halen, Belgium
If you can’t find the original invoice, or the original shipping label, then don’t worry… we can send it to you as a PDF. Once the package has been received at our warehouse it will be examined for damages. If there are no damages, then the returned items or (partially) cancelled orders will be repaid within fourteen (14) days after receiving the returned goods. The repayment will be done through the same channel as the original payment was received. Please note though that returns from outside the EU can take anything between 7 and 90 days to get processed by Customs. That’s it!
