Return Policy

Last revised and effective date: 18 October 2025

We want every member and customer of Dematerialized to feel confident when using our shared closet. This Return Policy explains how returns work for rentals, purchases, and donations made through our platform or in our store.

By using our services, you agree to this policy in addition to our Terms & Conditions and Cancellation Policy.

1. Rental Returns (Members Only)

Members may keep rented items for as long as they maintain an active membership.
There is no fixed rental period or return deadline while your membership remains active.
When you decide you no longer wish to keep a rented item, you can simply return it in-store at any time during your membership.
Upon membership cancellation, all rented items must be returned on or before the date your cancellation takes effect, unless you choose to purchase them (see our Cancellation Policy).
Items must be returned in good condition, with normal wear accepted.
Washing according to the garment’s care label is permitted, but items must not be altered or modified in any way. You are not required to wash the item prior to returning it.
If an item is lost, stolen, or damaged beyond repair, Dematerialized may charge the replacement value to your stored payment method.
If you decide you’d like to keep an item permanently, you can purchase it through your online account or directly in the store.
All sales of rented items are final. Purchased rental items cannot be returned or refunded, but they may later be donated back in exchange for Store Credit if they meet our donation criteria.

2. Returns of Purchased secondhand items

For purchases of secondhand items, the EU 14-day right of withdrawal applies.
You can return an item within 14 days of purchase as long as it is in the same condition as when sold, with the tag still on.
Returns must be made in-store.
Both members and non-members must present the original receipt when returning a purchased item.
Refunds are processed via the original payment method within 14 days of receiving your returned item.
Items clearly marked as final sale cannot be returned or refunded.
Items purchased by members while they are being rented are considered final sales and are not eligible for cancellation or refund. However, these items can still be donated back to Dematerialized for Store Credit if they meet our donation acceptance criteria.

3. donations and store credit

Donated items become the property of Dematerialized upon acceptance and will not be returned.
Members who donate accepted items may receive Store Credit as described in our Terms & Conditions.
Donated items must be clean, wearable, and in good condition.
Dematerialized reserves the right to refuse donations that do not meet our quality standards.

4. damaged or incorrect items

If you believe an item you purchased or are currently renting is defective or incorrect, please notify us within 48 hours of pickup by emailing info@dematerialized.nl. We will inspect the item and, if confirmed, offer a replacement or fair compensation depending on the situation.

5. how to Return

All returns must be completed in-store:

Lange Putstraat 4, 5211 KN Den Bosch, the Netherlands

For returns of secondhand purchases, you must show the original receipt for the return to be accepted.

6. Questions

If you have any questions about cancellations, feel free to reach out to our team at info@dematerialized.nl—we’re happy to help.