Returns & Refunds
Hassle-free returns within 14 days. Transparent process, free return label and fair terms — both for regular returns and for complaints.
Start your return in 3 minutes
All you need is your order number and the postcode of your billing address. Select the items to return, optionally add a reason — and we immediately provide a free return label as a PDF.
Start returnHow returns work
Register the return
Enter your order number + postcode in the returns portal or, if logged in, start directly from your order overview.
Select items
Choose which items you want to return. Optional: enter a reason (helps us safeguard quality).
Label & dispatch
You instantly receive a PDF label. Seal the parcel, attach the label and drop it off at DHL — within 14 days.
Inspection & refund
After receipt of goods we inspect the return and initiate the refund — usually within 5–7 business days.
How to register your return
You have three ways to start a return — choose whichever is most convenient for you:
Returns portal
Publicly accessible, no login required. All you need is your order number and the postcode of your billing or shipping address.
Go to portal ›From your order
In your account under Orders you'll find a direct "Return" link per order — the order number is taken over automatically.
Go to my orders ›Status & overview
You can see the status of all current and past returns, including refund amount and tracking, in your account.
Go to my returns ›Refund & processing fee
For a regular return Clubmartin pays the postage, but a processing fee applies — it covers our costs for logistics, inspection and payment processing. We therefore split the refund into two parts:
When is the refund processed? Once your parcel arrives at our warehouse we check the condition of the goods. The refund is usually initiated within 5–7 business days. Depending on your payment provider it may take another 2–3 business days until the amount is visible in your account. The voucher will reach you by email at the same time.
Condition of returned items
So that we can process your return smoothly, please observe the following requirements:
- Unworn & unwashed: The goods must not have been worn, washed or otherwise used.
- Original packaging: Send the items back in their original packaging where possible. All accessories (bags, boxes, filling material) should be included.
- Do not remove labels: All original labels, hangtags and care labels must still be attached.
- Hygiene items: For hygiene reasons underwear, socks, swimwear and similar items are excluded from return once the hygiene seal has been removed.
We cannot accept goods that do not meet these requirements, or only with a deduction. We will contact you beforehand in such cases.
Customised items
Individually printed, embroidered or otherwise personalised goods are generally excluded from return. As these items are made to your specifications, they cannot be resold.
Exception: If there is a manufacturing defect (e.g. wrong design, faulty placement, print defects), it qualifies as a complaint — this is of course settled without any deduction.
International returns
For customers outside Germany the following applies:
- EU countries: You will receive a free return label via the returns portal. The process is identical to returns within Germany.
- Non-EU countries: Please contact our customer service before dispatch. We will provide a return label or suggest the most cost-effective shipping option. Any customs duties arising on return are borne by us.
- Processing time: For international returns the processing time may take up to 14 business days due to longer transport times.
Complaints & defects — without deduction
No deduction for complaints: In the case of incorrectly delivered, damaged or defective goods, settlement is made without any deduction — you receive 100% of the goods value back, no 75/25 split, no processing fee.
How a complaint is handled:
- Documentation: Photograph the defect in as much detail as possible (overall view + close-up of the defect).
- Report: Contact us by email or via the contact form. Provide your order number, the affected items and attach the photos.
- Review: We usually review your complaint within 1–2 business days and come back with a solution.
- Settlement: Depending on the case you receive a replacement, a full refund or a credit note — always without deduction.
Deadline: Please check your goods promptly upon receipt and report defects within 14 days if possible. Later reports will be assessed on a case-by-case basis.
Decorated goods: For decorated items a complaint is possible if the defect occurred before or as a result of the decoration (e.g. material defect in the base item, faulty print).
Why is there a 25% processing fee?
We want to be transparent about why we don't refund the full goods value directly to the payment method for regular returns. Processing a return causes significant costs — even when the goods come back in perfect, unworn condition:
- Outbound shipping & packaging (~€3–6): Packaging material, picking, labelling and transport costs for the original delivery.
- Return transport (~€4–7): The free return label is paid by us — including pickup, sorting and delivery to our warehouse.
- Goods receipt & inspection (~€2–4): Unpacking, allocating to the order, condition check, documentation and re-stocking.
- Service, IT & accounting (~€1–3): Issuing the credit note, payment-provider refund fees, email communication, system maintenance.
- Loss of value (variable): Even with perfect goods, repackaging and handling lead to reductions in value.
In total the return costs per parcel are about €10–20 — regardless of the goods value. For cheaper items the costs may exceed the article value itself.
The 25% voucher component reflects these processes fairly and transparently. At the same time no value is lost for you: the voucher has no minimum order value and is valid indefinitely. This way we share the costs and can continue to offer our products at fair prices.
FAQ
How long do I have for a return?
14 days from receipt of goods — registration in the portal and dispatch of the parcel. The shipping date (postmark or drop-off receipt) is decisive.
Does the return label cost me anything?
No. The label is completely free for you. You bear neither the postage nor the shipping risk. For a regular return, however, the 25% processing fee applies in the form of a voucher (see above). Complaints are settled without any deduction.
Where can I find my previous returns?
In your account under Returns you can see all current and past returns including refund amount, status and tracking number of the return label.
Can I return multiple orders in one parcel?
Yes, that is possible. Please register each order individually in the returns portal so that we can allocate the items correctly. Include all return slips.
Can I exchange items instead of returning them?
A direct exchange is unfortunately not possible. Please return the item and order the desired alternative anew. You can use the 25% voucher from the return to save on the new order.
What happens if the parcel is lost on the way back?
As long as you use the return label provided by us, we bear the transport risk. Please keep the drop-off receipt until the return has been confirmed by us. In case of loss we will clarify the matter with the carrier — you will not incur any disadvantage.
How quickly is my return processed?
Usually within 5–7 business days after receipt at the warehouse. During peak periods (e.g. after promotions) it can occasionally take up to 10 business days. You will receive a confirmation by email as soon as the refund has been initiated.
How do I report a complaint?
By email or via the contact form — with order number, affected items and meaningful photos. We usually come back with a solution within 1–2 business days. Complaints are settled without any deduction.
This page is for guidance. The respective valid Terms & Conditions and quotes confirmed in writing are decisive.