Refund policy

We offer a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition as when you received it: unworn, unused, with tags attached, and in its original packaging. You will also need the receipt or another proof of purchase. To initiate a return, you must first contact us at webshop@thelowdown.at.

Please note that returns must be sent to the following address:

the LowDown e.U.
Gaadnerstrasse 71/Haus 10
A-2371 Hinterbrühl
Austria

If your return is accepted, we will send you a confirmation email. Items sent back to us without first requesting a return will not be accepted. Return packages that do not arrive within 30 days will generally no longer be accepted and will be sent back at the sender's expense. Return shipping costs are the responsibility of the customer and are non-refundable. We do not cover any customs duties or fees incurred. If such charges apply, the corresponding amount will be deducted from your refund. If you have any questions regarding returns, you can always contact us at webshop@thelowdown.at.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if an item is defective, damaged, or if you have received the wrong item so that we can evaluate the issue and resolve it.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, such as custom-made products (including special orders or personalized items). Please contact us if you have any questions or concerns about a specific item. Unfortunately, we cannot accept returns on discounted items, gift cards, or items purchased during a sale or clearance event.

Exchanges

The fastest way to get the item you want is to return the item you have received. Once your return has been accepted, you can purchase the new item separately.

European Union – 14-Day Right of Withdrawal

Notwithstanding the above, if your order is shipped to the European Union, you have the right to cancel or return your order within 14 days without providing a reason. As stated above, your item must be in the same condition as when you received it: unworn, unused, with tags attached, and in its original packaging. You will also need the receipt or another proof of purchase.

Refunds

We will notify you once we have received and inspected your return and let you know whether your refund has been approved. If approved, your refund will be automatically issued to your original payment method within 14 business days. Please keep in mind that it may take additional time for your bank or credit card company to process and post the refund.

Shipping costs are non-refundable.

If more than 15 business days have passed since we approved your return, please contact us at webshop@thelowdown.at.