Returns and Refunds
We choose every product at entrychase.com with care, and we hope you'll love what you ordered. But if something isn't quite right, whether it doesn't fit your space, the colour isn't what you expected or you've simply changed your mind, you can return it. Here's how it works.
14 Day Right of Withdrawal
You have 14 days to return your order without giving a reason. The 14 days start on the day you receive your order. If your order arrives in several parcels, the period starts on the day you receive the last one.
How to Return an Item
Step 1: Let us know
Send us an email at info@entrychase.com within 14 days of receiving your order. Please include your order number, the product or products you'd like to return and, if you like, the reason for your return. You don't have to give a reason, but it helps us improve. You can also use the model withdrawal form in our Terms of Service.
Step 2: Get the return address
Because we ship from warehouses in Germany and France, we'll reply with the correct return address for your items and any further instructions. Please don't send items back before you've heard from us, as returns sent to the wrong address may be delayed.
Step 3: Pack your return
Pack the items carefully, ideally in their original packaging, and include a note with your order number.
Step 4: Send it back
Send your return within 14 days of telling us you want to return it. We recommend using a tracked shipping service and keeping your proof of postage until your refund has been processed.
Condition of Returned Items
You're welcome to inspect and check your product just as you would in a shop. Please make sure that returned items are:
Unused and in the same condition as you received them.
Complete, with all parts, accessories, fittings and instructions.
Not assembled, or if you assembled an item to check it, carefully taken apart again without damage.
If an item comes back used, damaged, incomplete or showing signs of handling beyond what is needed to check it, we may deduct an amount from your refund to cover the loss in value.
Return Shipping Costs
The costs of sending your return back to us are paid by you. If you received a defective, damaged or incorrect item, we'll of course cover the return costs. See the section on damaged or defective items below.
Your Refund
As soon as we receive and check your return, we'll send you a confirmation by email.
We refund the full price of the returned products and the standard shipping costs within 14 days of receiving your withdrawal notice. We may wait until we have received the items back, or until you have shown proof that you sent them, before issuing the refund.
If you chose insured express shipping, the extra cost of 4.95 EUR is not refunded, as standard shipping was available free of charge.
The refund is made using the same payment method you used for your order. There are no fees for the refund. Depending on your bank or payment provider, it may take a few extra days for the amount to appear in your account.
Exchanges
We don't offer direct exchanges. If you'd like a different product, colour or size, simply return the original item as described above and place a new order for the item you want. This way, you'll get your new item as quickly as possible.
Items That Cannot Be Returned
The following items are excluded from the right of withdrawal:
Products made to your specifications or clearly personalised for you.
Sealed products that cannot be returned for health protection or hygiene reasons once the seal has been removed after delivery.
Products that, by their nature, have been inseparably mixed with other items after delivery.
Damaged, Defective or Incorrect Items
If your order arrives damaged, if something is missing or if a product turns out to be defective, we're sorry and we'll put it right.
Please email us at info@entrychase.com as soon as possible with:
Your order number.
A short description of the problem.
Photos of the item and, if relevant, the packaging.
We'll then offer you a suitable solution, such as a replacement, a repair, a replacement part or a refund, in line with your legal rights. In these cases, you won't pay anything to send the item back.
All products are covered by the statutory warranty of two years from delivery.
Questions About Returns
If you're unsure about anything or need help with your return, just get in touch. We're happy to help.
Email: info@entrychase.com
Phone: +49 179 3682540
entrychase.com is operated by Minglicht Handels UG (haftungsbeschränkt), c/o Red Tape Translation UG (haftungsbeschränkt), Berliner Straße 69, 13189 Berlin, Germany. Managing Director: Dimitrios Chontas. Registered at the Amtsgericht Charlottenburg under HRB 270790 B.