Refund policy
Return & Refund Policy
Last updated: June 16, 2026
This Return & Refund Policy explains how returns, refunds, exchanges, cancellations, faulty items and the EU right of withdrawal work when you shop at Teenwear.
This policy applies to orders placed on teenwear.eu and other official Teenwear domains operated by ENORDA s.r.o.. Mandatory consumer rights are not affected by this policy.
Quick Summary
Return window: Teenwear offers a 15-day return period from delivery.
EU right of withdrawal: EU consumers have a legal 14-day right of withdrawal from delivery, without giving a reason.
Refund method: refunds are issued to the original payment method.
Refund processing: returns are usually processed within 3-7 business days after they are delivered to us and approved.
Exchanges: we do not offer direct exchanges.
15-Day Return Policy
Teenwear offers a 15-day return period. This means you have 15 days from the day your order is delivered to request a return.
To be accepted for return, items must be in their original condition: unworn, unwashed, clean, undamaged, with tags attached and in the original packaging where reasonably possible.
You may try items on as you would in a physical store. If an item loses value because it was handled more than necessary to check its size, fit, nature or characteristics, we may reduce the refund accordingly.
How to Submit a Return
- Visit returns.teenwear.eu.
- Enter the email address and order number used for your order.
- Select the item(s) you would like to return.
- Choose the return reason.
- Submit your return request and follow the instructions provided.
EU customers may also use the Return Portal to exercise their legal right of withdrawal.
EU Right of Withdrawal
If you are a consumer in the European Union, you have the legal right to withdraw from your online purchase within 14 days from the day you, or a third party chosen by you other than the carrier, received the goods.
You do not need to give any reason. To exercise your right of withdrawal, you must send us a clear statement before the 14-day period expires.
You can exercise this right by:
- using our Return Portal: returns.teenwear.eu
- emailing us at returns@teenwear.eu
- sending a written notice by post to the address listed below
The withdrawal deadline is met if you send your withdrawal notice before the 14-day period expires.
After you notify us that you withdraw from the contract, you must send the goods back without unnecessary delay and no later than 14 days from the day you informed us about your withdrawal.
Model Withdrawal Form
You may use this form to withdraw from the contract, but using this form is not required.
To:
ENORDA s.r.o.
Rastislavova 2093/12
911 05 Trenčín
Slovakia
Email: returns@teenwear.eu
I hereby give notice that I withdraw from my contract of sale of the following goods:
Order number:
Item(s):
Ordered on:
Received on:
Customer name:
Customer address:
Date:
Signature, only if sent on paper:
Return Costs
SK CZ HU Returns
For returns from Slovakia, Czech Republic and Hungary, the return handling fee is €3.95 when using Packeta. This fee is deducted from your refund and does not need to be paid upfront.
RO Returns
For returns from Romania, the return handling fee is €4.95 when using Packeta. This fee is deducted from your refund and does not need to be paid upfront.
Returns From Other Countries
For returns from other countries, customers are responsible for arranging and paying return shipping, unless the item is faulty, damaged, incorrect, or applicable consumer law requires otherwise. We do not provide prepaid return labels for these countries.
We recommend using tracked shipping and keeping proof of shipment until your refund is completed.
Refunds
Once your return is delivered to us, our team will check the returned item(s). If the return is approved, the refund will be issued to the original payment method used for the purchase.
Returns are usually processed within 3-7 business days after they are delivered to us and approved. Depending on your payment provider, it may take additional time for the refund to appear in your account.
For returns made under the EU right of withdrawal, we will reimburse eligible payments no later than 14 days from the day we are informed of your withdrawal. We may wait with the refund until we receive the returned goods or until you provide proof that the goods were sent back, whichever happens first.
Where required by law, the refund includes the cost of the least expensive standard delivery option offered for the original delivery. Extra costs for a more expensive delivery method chosen by the customer are not refunded.
Return shipping costs are paid by the customer unless the item is faulty, damaged, incorrect, or applicable law requires otherwise.
Exchanges
We do not offer direct exchanges at the moment. If you need a different size or item, please return the item you would like to send back and place a new order for the item you prefer.
Condition of Returned Items
Returned items must be suitable for resale and must not show signs of use beyond what is necessary to try them on.
- Items must be unworn, unwashed, clean and undamaged.
- Original tags must remain attached where applicable.
- Items must be free from stains, makeup, deodorant marks, perfume, pet hair or signs of wear.
- Shoes must be returned unworn and in their original box or packaging.
- If returning items from multiple orders, please include separate return information for each order.
If returned goods are used, damaged, incomplete, dirty or otherwise reduced in value because of handling beyond what is necessary, we may reduce the refund accordingly.
Faulty, Damaged or Incorrect Items
If you received a faulty, damaged or incorrect item, contact us at returns@teenwear.eu before sending anything back.
Please include:
- your order number
- a short description of the issue
- clear photos of the item, packaging and any visible defect or damage
If the claim is justified, we will provide an appropriate solution in line with consumer law. This may include repair, replacement, price reduction, refund or another legally required remedy.
For justified faulty, damaged or incorrect item claims, reasonable return shipping costs are covered by Teenwear.
Legal Guarantee
Consumers in the European Union benefit from a statutory legal guarantee for goods that are faulty, not as described, or not in conformity with the contract.
The legal guarantee applies for at least 2 years from delivery of the goods. Mandatory consumer rights under applicable law are not limited by this policy.
Normal wear and tear, damage caused by improper use, incorrect washing, accidental damage or modifications made by the customer are not considered product defects.
Order Cancellation
You may cancel your order before it is processed by our warehouse, or within 3 hours of placing the order, whichever happens first.
To request cancellation, contact us at help@teenwear.eu or through online chat as soon as possible.
Once your order is being processed, packed or shipped, cancellation may no longer be possible. In that case, you may still use the return process after receiving the order.
Late Delivery
If your order is not delivered within 20 business days from the shipment date, contact us at complaints@teenwear.eu.
After checking the shipment status, you may be eligible for compensation, reshipment, refund or another appropriate solution depending on the situation.
This does not apply if the delay or failed delivery was caused by an incorrect or incomplete address, refused delivery, parcel not collected, unpaid customs charges, or another customer-related issue.
Customs & Non-EU Returns
If you return items from outside the European Union, including countries such as the United Kingdom, United States, Canada or others, all customs duties, import VAT, postal fees or return charges must be paid by the customer in advance.
- Returns with unpaid customs, VAT or postal charges may be refused or returned to the sender.
- The package should be clearly marked as Return - No Commercial Value on the customs declaration.
- We cannot process a refund for a return that is not delivered to us because of unpaid charges, incorrect customs declaration or refusal by customs or the carrier.
Incorrect Address, Refused or Not Collected Parcels
Customers are responsible for entering a correct and complete delivery address and for collecting the parcel on time.
If a parcel is returned to us because of an incorrect address, refused delivery or non-collection, we may deduct the actual return shipping, carrier and handling costs from the refund.
If the parcel cannot be returned to us because it is destroyed, disposed of, abandoned by the carrier or customs, or otherwise unrecoverable due to a customer-related issue, we may be unable to issue a refund unless applicable law requires otherwise.
Specific Item Notes
For certain jeans, manufacturers may deliver the product without a pre-cut buttonhole. In such cases, the item is not considered defective if this is part of the product design or manufacturing style, and the customer may need to carefully open the buttonhole.
Abuse & Fraud
We may refuse a return, reduce a refund or take further action where there is evidence of abuse, fraud, excessive misuse of the return process, return of used or damaged goods, return of items not originally sent by Teenwear, or other dishonest behavior.
This does not affect mandatory consumer rights.
Contact
Customer support: help@teenwear.eu
Returns and claims: returns@teenwear.eu
Late delivery complaints: complaints@teenwear.eu
Legal matters: legal@teenwear.eu
Seller:
ENORDA s.r.o.
Rastislavova 2093/12
911 05 Trenčín
Slovakia
Company ID: 46280839
Tax ID: 2023308837
VAT: SK2023308837
By requesting a return, you agree to this policy. Nothing in this policy limits mandatory rights granted to consumers under applicable Slovak, EU or other mandatory consumer protection laws.
