Refund policy

Last updated: 21 September 2026

We want every order to match its listing. This policy explains how withdrawals, returns, cancellations, refunds and the legal guarantee work. Nothing in this policy limits your mandatory consumer rights.

14-day right of withdrawal

If you buy as a consumer, you may withdraw from your purchase without giving a reason. You can do so from the moment you order until 14 calendar days after the day on which you, or a person you designated who is not the carrier, received the goods. If one order is delivered in several parcels, the 14 days start on the day you receive the last parcel. After telling us that you withdraw, you have a further 14 calendar days to send the goods back.

How to withdraw

Tell us clearly that you want to withdraw, before the 14-day period ends. You can do this in either of these ways:

  • Email stayescape99@gmail.com with your name, order number and the items you want to return; or
  • Complete the model withdrawal form at the bottom of this policy and send it to us by email or by post. Using the form is optional.

Your withdrawal is on time if you send it before the 14 days have ended; it does not depend on our reply. We confirm by email that we received it and tell you how to send the items back. Returns must be sent to: Stay Escape, Genderdreef 12, 5524 AD Steensel, Netherlands.

You may inspect an item only as far as is necessary to establish its nature, characteristics and functioning, as you could in a shop. You may be liable for diminished value caused by handling beyond that. Please return all included items and use suitable protective packaging.

Sealed albums

You can also withdraw from the purchase of an album that was factory-sealed when we sent it. Please note that breaking the factory seal goes beyond what you could do in a shop. If you return an album that you unsealed, we may reduce the refund by the loss in value this caused, which for a sealed collector item can be substantial.

We do not currently sell products that are excluded from the right of withdrawal. If that changes, the exclusion is stated clearly on the product page before you order.

Return shipping

Unless we supplied an incorrect, damaged or defective item, you pay the direct cost of returning the order. We recommend a tracked service for unique or high-value collector items, because you bear the risk of the return shipment until it reaches us. Items sent back without first notifying us can delay processing.

Refunds

If you withdraw from your whole order, we refund everything you paid for it: the product price and the delivery cost, up to the cost of the least expensive standard delivery option we offered for your order. If you return only part of an order, we refund the price of the returned items; the delivery cost is not refunded because the rest of the order was still delivered.

We refund without undue delay and no later than 14 days after the day we receive your withdrawal. We may hold the refund until we have received the goods back or you have sent us proof that you shipped them, whichever is earlier. We refund to the payment method you used, unless you expressly agree to another method, and the refund costs you nothing.

Incorrect, damaged or incomplete orders

If an order arrives incorrect, incomplete or damaged beyond the condition disclosed in the listing, contact us at stayescape99@gmail.com with the order number and clear photographs of the item and packaging. You may then choose a free repair or a free replacement, unless that is impossible or disproportionate. Many of our items are unique, so where repair or replacement is not possible, or we cannot do it within a reasonable time, you may choose a price reduction or end the contract and receive a full refund including the shipping you paid. We pay the return shipping if the item needs to come back. An unboxing video is helpful when available but is never a condition for exercising your statutory rights.

Legal guarantee

Every item we sell, new or second-hand, comes with the legal guarantee of conformity: it must match its listing and be fit for normal use for the period you may reasonably expect of that item. For second-hand and collector items, the age and the condition described in the listing are part of what you may expect. If a defect shows up within one year after delivery, it is presumed to have been there at delivery unless we show otherwise. Please report a defect within a reasonable time after you discover it; within two months is always in time. We do not offer a separate commercial guarantee.

K-pop albums, photocards and collector items

The condition described in the listing is part of what you agree to buy, so a flaw that was specifically described there is not a defect. Anything not described is covered by the legal guarantee.

Random inclusions, member versions, pre-order benefits, lucky draw items or retailer exclusives are guaranteed only when the listing expressly says they are included.

Exchanges

Because many products are unique or have limited stock, direct exchanges may not be possible. The quickest option is normally to return the original item and place a separate order for the replacement.

Cancelling before dispatch

To cancel an order that has not been dispatched yet, email us as soon as possible with your order number. If we can still stop the order, we cancel it and refund the full amount. If the order has already been handed to the carrier, the withdrawal and return process above applies.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: Stay Escape (K-pop Escape), Genderdreef 12, 5524 AD Steensel, Netherlands, stayescape99@gmail.com

  • I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods:
  • Ordered on (*) / received on (*):
  • Order number:
  • Name of consumer(s):
  • Address of consumer(s):
  • Signature of consumer(s) (only if this form is sent on paper):
  • Date:

(*) Delete as appropriate.

Contact

Stay Escape, trading online as K-pop Escape
Genderdreef 12, 5524 AD Steensel, Netherlands
KVK: 42031519
VAT: NL005443573B94
Email: stayescape99@gmail.com
Telephone: +31 6 51360546