Refund policy
This is the returns policy for Bikren, an independent wholesaler. Every parcel we send leaves our warehouse in Germany. Paste this into Shopify’s refund policy. It sets out the 14-day consumer cancellation right, the Consumer Rights Act 2015 position on faulty goods, and a simple rule for trade customers.
Consumer cancellation (14 days)
If you are a consumer, you may cancel a distance contract for any reason within 14 days after the day you receive the goods (or the last item, if an order arrives in more than one parcel). You do not have to give a reason. Tell us by email or by using the model form at the bottom of this page. You then have 14 days from the day you tell us to send the goods back.
Send returns to [Add the warehouse street, postcode and city in Germany], Germany. You pay the direct cost of posting them back to Germany, unless the goods are faulty, not as described, or we sent you the wrong pair. Use a tracked service and keep the receipt. A return from the UK to Germany is usually more expensive than a domestic return, and that cost is yours on a change-of-mind return.
We refund the price of the goods and the standard delivery you paid, using the same payment method, within 14 days after we receive the goods back or you show proof of postage, whichever is sooner. We may wait until the goods arrive before we refund. If you chose a delivery method that cost more than our standard rate, we refund only the standard rate.
Trying a pair on indoors, as you would in a shop, does not remove the right to cancel. If you wear them outside, mark them, or damage them beyond what was needed to inspect them, we may deduct an amount for the loss in value, as regulation 34 of the Consumer Contracts Regulations 2013 allows. We will tell you the deduction before we refund.
Our 30-day unworn window for consumers
In addition to the 14-day legal right, a consumer may return unworn, resaleable goods within 30 days of delivery for a refund of the price of the goods. The same return-postage rule applies. This extra window is a contractual promise. It does not replace your statutory rights, which last longer when goods are faulty.
Faulty goods
If goods are faulty, not fit for purpose, or not as described, a consumer can reject them within 30 days of delivery for a full refund under the Consumer Rights Act 2015. We also refund the reasonable cost of sending them back to Germany. After 30 days you may be entitled to a repair or replacement and, if that fails or is not possible, a price reduction or a final right to reject. These rights last for up to six years in England, Wales and Northern Ireland and five years in Scotland, and they apply to sale items as well as full-price items.
Trade customers
A business buyer does not have the 14-day consumer cancellation right. If you are a trade customer, you may return unworn goods within 14 days of delivery only if you email us first and you pay the freight back to Germany. We refund the price of the goods, not the outbound or return freight, unless we agree otherwise on the account.
If trade goods are faulty or not as described, tell us promptly and we will repair, replace or refund in line with the Sale of Goods Act 1979. Do not send a parcel back until we give you a returns reference.
What we cannot accept
- Styles that were out of stock and were never sold to you.
- Goods returned without the footbed, box, or a component you received, where that is needed for us to resell an unworn pair.
- Pairs with outdoor wear, odour, or dirt, except where they are faulty and the law still requires a remedy.
- Goods made or altered to your specification, which are exempt from the cancellation right.
Sale items and exchanges
Sale items can be returned on the same basis as full-price items. A consumer’s rights on faulty sale goods are unchanged. Exchanges depend on stock in Germany. We cannot exchange into a style whose Shopify inventory is zero.
How to start a return
Email [Add your customer email] with your order number, the style, and whether the goods are unworn or faulty. We will reply with the German warehouse address and a returns reference. Put that reference on the outside of the parcel. Refunds are issued from Shopify to the original payment method. Trade accounts on invoice receive a credit note.
Model cancellation form
You may copy this, but you do not have to use this wording.
To Bikren, [Add your customer email], [Add the warehouse street, postcode and city in Germany], Germany: I give notice that I cancel my contract of sale of the following goods. Ordered on [date] / received on [date]. Name of consumer. Address of consumer. Signature if this notice is on paper. Date.
This policy is dated 23 October 2026.