Returns and Right of Withdrawal

Changed your mind? That’s fine, you’re human (we assume). As a consumer in the EU you have a legal right to withdraw from your purchase. Here is how it works at IS THIS REAL?, in plain language.

The fact that our designs are limited 24-hour drops does not remove this right. You always have it for the period below.

1. Your right of withdrawal (14 days)

You have the right to withdraw from your order within 14 calendar days without giving any reason.

The withdrawal period expires 14 days after the day on which you (or a third party you indicate, other than the carrier) take physical possession of the goods. For an order of multiple items delivered separately, the period runs from the day you receive the last item.

2. How to withdraw

To exercise your right of withdrawal, inform us by means of any unambiguous statement within the 14-day period. You may use:

• a written letter sent to NXTGN BV, Groothertogstraat 55, 1040 Etterbeek, Belgium;
• an email to info@isthisreal.be (quickest); or
• any other clear statement — by phone, post or any other means — that you wish to withdraw from the contract.

You may also use the model withdrawal form, but this is entirely optional. There is no obligation to use any particular format.

To meet the deadline, it is enough that you send your communication before the withdrawal period expires. We will acknowledge receipt without delay.

3. Returning the goods

After you notify us, send the goods back without undue delay and at the latest within 14 days of the day you informed us of your withdrawal. The deadline is met if you send the goods back before that 14-day period expires.

Please return items in their original condition. You may handle the goods only as you would in a shop to check their nature and characteristics. You may be liable for any reduced value of the goods resulting from handling beyond what is necessary.

4. Who pays for what

• Return shipping: you bear the direct cost of returning the goods.
• Original delivery: we refund the price of the goods plus the standard outbound delivery cost you paid. If you chose a more expensive delivery option than our cheapest standard one, we refund only up to the cost of that standard option.

5. Your refund

We will refund you within 14 days of the day we are informed of your withdrawal. We may withhold the refund until we have received the goods back, or until you have supplied proof that you have sent them back, whichever is earliest.

We make the refund using the same means of payment you used for the order, unless you expressly agree otherwise. The refund costs you nothing in fees.

6. Model withdrawal form

This form is entirely optional — you may withdraw by any unambiguous statement. If you prefer to use a form, grab it here:

Or copy the text below into a letter or email:

7. Something wrong with your item? (a separate right)

Everything above concerns your “changed my mind” right of withdrawal and the refund that follows it. If your item is instead faulty, damaged or not as described, that is a different matter, covered by the statutory legal guarantee — not by the withdrawal procedure, and with its own deadlines and remedies.

8. Contact

NXTGN BV
Groothertogstraat 55, 1040 Etterbeek, Belgium
Email: info@isthisreal.be
Phone: +32 474 54 64 65
Company number (KBO/BCE): BE 0804.481.079