We want you to be happy with your purchase! Here's everything you need to know about returns and exchanges.

30-Day Return Policy

You have 30 days from the date of receipt to return items.

Apparel Items

Apparel items can be returned for an exchange (for a different size) or a refund.

Conditions for Apparel Returns:

  • "As New" Condition: Items must be unwashed, unworn and unmodified. We cannot accept returns with strong odors like perfume, cologne, detergent, or cigarette smoke.
  • In-Game Codes: If your apparel came with an in-game code, we can only issue a refund if the code hasn't been used.

Non-Apparel Products (Including Collectibles)

Non-apparel products, including collectibles, can be returned if they are:

  • Unopened: The product must not have been unpacked.
  • Original Condition: The item needs to be in its original state and condition.
  • Unused Bonus Codes: Any included bonus codes must not have been used.

Please note: If an item doesn't meet these criteria, we cannot issue a refund and won't be able to return the item to you.

How to Arrange a Return or Exchange

Sending Items Back

Simply send your item(s) back to the warehouse address provided by our shop customer support. Make sure to include your order number with your return.

We don't provide return labels and you'll be responsible for the return shipping cost. You can use any postal carrier you choose, but we always recommend getting tracking for your package. We do not refund original shipping fees for unwanted items.

Exchanges

If you'd like an exchange, please use the contact form to get in touch. Tell us which product you'd like to exchange for and include your order number.

Your Responsibility

Any item you return is your responsibility until it reaches our warehouse. Please ensure you use a delivery service that insures you for the value of the goods.

Incorrect or Damaged Items

We sincerely apologize if you received an incorrect or damaged item! Please use the contact form to get in touch with us immediately. You will need to provide details of the fault and if possible, attach pictures to your message. We'll help you get a perfect replacement.

Postage Cost Refunds for Returns

We're happy to refund postage costs for returns that are due to our error. This includes:

  • If we sent you the wrong item.
  • If the item is damaged or faulty.

However, we do not refund postage costs for items that are simply unwanted or no longer required. These costs will need to be covered by you. Again, we recommend using a delivery service that insures you for the value of the goods.

Right of withdrawal

Without prejudice to your statutory rights, those who live in the EU qualify as consumers within the meaning of Section 13 of the German Civil Code (BGB) are entitled to cancel an order. The german consumer protection doesn’t apply for people located in a non-EU country.

EU citizens have the right to cancel contracts within 14 days without stating a reason. The cancellation period will expire after 14 days from the day on which you or a third party other than the carrier received the item(s) thus acquiring physical possession of the goods.

To exercise the right to cancel, you must inform us via contact form of your decision to cancel this contract by a clear statement. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Consequences of withdrawal

If you cancel this contract, we will reimburse to you all payments received from you, including the cost of delivery (except for supplementary costs arising if you chose a type of delivery other than the least expensive type of standard delivery offered by us). We may make a deduction from the reimbursement for loss in value of any goods supplied if the loss is the result of unnecessary handling by you. We will make the reimbursement without undue delay and not later than 14 days after the day we receive back from you any goods supplied. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of the reimbursement. You will have to bear the direct cost of returning the goods.
You need to send back the received goods with informing us about the withdrawal, but not later than 14 days. Please send the goods to:

Vonexio
c/o ESL
Retour (your order number)
Welserstr 8
51149 Cologne

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Exceptions to the right to cancel

Gift cards are non-returnable items. The revocation of this contract is not possible.