What condition must returned items be in?
What condition must returned items be in?
Returned items must be unused, with tags attached, and in resalable condition. Basically: the way they arrived.
Why inspection matters
The honest reason: We're a marketplace connecting you with European brands. Brands fulfill your orders from their warehouses, and when you return something, it goes back to them. If they can't resell it, they eat the cost—and eventually, generous return policies disappear for everyone.
What we think is fair: You get 30 days to try workwear at home. Brands get items back in the condition they can sell to the next customer. Free return shipping covers the round trip when both sides hold up their end.
The four inspection criteria
All returns are checked against these four requirements:
1. Unused condition
What it means:
- No signs of wear (scuffs, dirt, fading, stretching)
- Not worn outdoors or in work environments
- Not exposed to contaminants, chemicals, or job site conditions
- Looks and feels like it just came out of the package
How to test at home:
- Walk around indoors on clean floors
- Try on over your clothes
- Check fit, comfort, pockets, zippers
- Compare sizes if you ordered multiple
2. Tags attached
What we check:
- Brand tags - Original manufacturer labels still attached
- Safety tags - CE markings, size labels, care instructions intact
- Hang tags - Price tags and product info cards (if originally attached)
Why tags matter: Brands can't resell safety equipment or PPE without original compliance tags. It's not just about aesthetics—it's EU safety regulations.
What if a tag fell off by accident?
It happens. Tags do fall off during try-ons. Let us know when you start your return. Send a photo showing the product condition, and we'll assess it case-by-case.
Our approach: We're not trying to catch you on technicalities. If it's clear the product is otherwise unused and resalable, we'll likely approve it. But we need to know what happened.
3. Original packaging (when required)
Safety equipment: Must be returned in original packaging with all inserts, manuals, and accessories.
Examples:
- Safety shoes → Original box with inserts
- Helmets → Original packaging with foam protectors
- Gloves → Original packaging (if hygiene-sealed)
Regular workwear: Original packaging is nice but not required. You can return a jacket in a plain box or polybag—just pack it securely.
Why packaging matters for PPE: EU regulations require safety equipment to maintain integrity until point of sale. Without original packaging, we can't verify the item wasn't compromised.
4. Complete items (all accessories included)
Check before returning:
- Removable hoods or liners included
- Extra buttons, laces, or accessories in pockets
- Instruction manuals (especially for safety gear)
- Any bonus items that shipped with the product
Missing something? Check pockets and packaging carefully. Small accessories hide easily. If you genuinely can't find an included item, let us know before shipping.
What fails inspection
These are the most common reasons returns don't pass:
Issue | Why it fails | What happens |
|---|---|---|
Worn outdoors | Dirt, scuffs, weather exposure visible | Contact you with options |
Tags removed | Can't verify size/compliance | Review case-by-case |
Washed | Alters product, voids "new" status | Cannot accept |
Missing accessories | Incomplete product | Partial refund or return item |
Packaging damage (PPE) | Can't verify integrity | Cannot resell as new |
Odors or stains | Not resalable | Cannot accept |
|||| Important: If you wore workwear outside—even once—to "test it on the job," it fails inspection. We know it's tempting, but our policy is crystal clear: try at home only.
Special cases
Customized items (logo printing)
Cannot be returned unless defective. Once we print your logo, it's personalized—exempt from return rights under EU law (Article 16(c)).
Read more: Can I return items with logo printing?
Defective products
Different rules. If something is defective, you're covered by the 2-year legal guarantee (German law BGB §437)—even if tags are off or packaging is damaged. Warranty rights are separate from returns policy.
Read more: What should I do if I receive a defective item?
Team/bulk orders
Same rules apply per item. If you ordered 20 jackets for your team, each one must meet inspection criteria to qualify for free return shipping.
Pro tip: Only open what you need to verify sizing. If you ordered multiple sizes, open one of each—not all 20 jackets.
How inspection works (behind the scenes)
When your return arrives:
- Brand receives package at their warehouse
- Visual inspection - Checked against our criteria
- Photos taken (if issues found)
- Pass: Free return shipping, full refund within 1-2 business days
- Fail: We contact you with options (see below)
Timeline: Most inspections complete within 24-48 hours of brand receiving the package.
What if my return doesn't pass?
We'll contact you with three options:
- Keep the item - We refund you minus return shipping cost (~€5-€15 depending on carrier)
- Donate it - We'll coordinate donation, you pay return shipping
- Pay return shipping yourself - We ship it back to you at your cost
You're never charged without knowing first. We email you before making any deductions.
Read more: What if my return doesn't pass inspection?
Success rate: 95%+
Good news: About 95% of returns pass inspection on the first try. Most people get this right.
Common mistakes to avoid:
- Trying items outdoors "just for a minute"
- Removing tags before deciding to return
- Washing items before returning (thinking it's helpful—it's not)
- Losing small accessories in packaging
Questions?
Unsure if your return will pass? Drop us a message or chat with us BEFORE shipping. Send a photo if you're worried about something specific. We'll give you an honest assessment.
Related articles:
- How do I return a product?
- What if my return doesn't pass inspection?
- How does the returns inspection process work?
- Who pays for return shipping?
Updated on: 06/11/2025
Thank you!