Refund policy

Returns, Withdrawal & Complaints

Last updated: 8 August 2026

Nothing in this Policy limits any mandatory rights available to you under the law applicable to your purchase. Where applicable law gives you more favourable rights, those rights prevail.

This Policy applies to consumer orders placed at www.behemoth-store.com. It does not automatically apply to wholesale orders or to business purchases, which are handled separately by our team.

1. Which situation applies to you

There are three separate routes, each with its own rules.

• You changed your mind, within 14 days of delivery, and your order was delivered in the EU, the EEA or the United Kingdom — this is your statutory right of withdrawal (in the UK, cancellation). See section 2.
• You changed your mind, and section 2 does not apply — our voluntary return scheme. See section 3.
• Something is wrong with the product — faulty, damaged, incorrect, missing or not as described. This is a complaint. The 30-day window does not apply to it. See section 6.

2. Statutory withdrawal and cancellation — EU, EEA and United Kingdom — days 1 to 14

If your order was delivered in the EU, the EEA or the United Kingdom, you may withdraw from the contract (in the UK, cancel it) within 14 days of delivery, without giving a reason.

Your withdrawal takes effect when you send us a clear statement that you are withdrawing. A plain email to support@behemoth-store.com is enough. You may also use our model withdrawal form or our return portal — both are recommended because they are faster, but neither is the only valid way to exercise your right.

You do not need our approval or authorisation. We confirm that we have received your statement; we do not grant you the right.

After giving notice, please send the goods back within 14 days.

You may inspect and try the goods to the extent needed to establish their nature, characteristics and functioning, as you could in a shop. Missing tags or missing packaging do not automatically cost you this right. If you handled the goods beyond what was needed for that, we may reduce your refund by an amount corresponding to the actual reduction in their value. Every such assessment is made individually by a member of our team, and we tell you the amount and the reason before we refund.

Using the return portal may be required to receive a prepaid label under section 4, but it is never a condition of your statutory right.

These rights also apply to natural persons who are entitled to equivalent consumer protection under the law applicable to their purchase.

3. Behemoth voluntary return

Beyond any statutory period, we voluntarily accept returns for a total of 30 days from delivery, without giving a reason.

• EU, EEA and United Kingdom: this covers days 15 to 30, after your statutory period ends.
• All other countries: this covers the full 30 days, unless local mandatory law gives you more favourable rights, in which case those apply.

This is a commercial scheme we offer in addition to your legal rights. Its conditions are:

• Your request must reach us no later than day 30 after delivery. What counts is the date you contact us, not the date the parcel arrives back with us.
• Request the return and wait for our instructions before sending anything. Under this voluntary scheme, contacting us first is a condition — it is what allows us to confirm eligibility and route the parcel correctly.
• The product must be unused, unwashed and unaltered. Garments may be briefly tried on indoors only.
• Tags, accessories and all parts of a set must be returned.
• Packaging must be returned where applicable and where reasonably possible.
• Send the parcel within 7 days of us sending you the instructions. If we are slow to reply, that delay is never held against you.

4. Prepaid returns — change of mind

We provide one prepaid return shipment per order, for the whole 30-day return period, where the order was originally delivered to:

Poland · Germany · Czechia · Austria · France (metropolitan) · Romania · United Kingdom

• This is one prepaid shipment per order, not one label per product. Please combine eligible items from the same order into a single parcel.
• Eligibility is determined by the country your order was originally delivered to. It is not determined by your language, nationality, billing country or where you happen to be now.
• The parcel should be sent from the country the order was originally delivered to.
• You must use the label or code generated by Behemoth Webstore. If you buy your own shipping instead, we do not reimburse it, unless we agreed otherwise in advance or it is a justified complaint under section 6.
• Once the prepaid return benefit for an order has been used, any further change-of-mind return shipment from that order is customer-paid, unless we approve an exception. A customer-paid return arranged independently does not use the prepaid benefit. Complaint returns never count toward this limit.

For all other countries, you pay the direct cost of returning goods when you have simply changed your mind, unless mandatory law applicable to your purchase requires otherwise.

To receive a prepaid label or code, use the return portal at account.behemoth-store.com or contact support@behemoth-store.com.

We do not accept cash-on-delivery return parcels.

5. Sending a return yourself

What applies depends on which route you are using.

• Statutory withdrawal or cancellation (section 2): your right takes effect on your statement alone. You may send the goods to our published address at your own cost without waiting for anything from us. Please include your order number inside the parcel and keep your proof of postage.
• Voluntary return (section 3): contacting us first and receiving our instructions is a condition of this scheme. A parcel sent without that may be declined.
• Prepaid label (section 4): the prepaid benefit is only available through the label or code we generate. A parcel you arrange yourself is at your own cost.
• Complaint (section 6): please contact us first so we can tell you how to proceed and cover the cost correctly.

Returning from the United Kingdom: returns from the United Kingdom may require additional customs or transport documentation, so please contact us before sending anything, including where you are exercising your statutory right of cancellation. This allows us to provide the correct documents for your route. It is not a condition of your right to cancel, and we will never withhold that right.

6. Faulty, damaged, incorrect, missing or misdescribed items

This is a complaint about the goods, not a change-of-mind return. The 30-day return window does not apply.

We do not require the product to be unused, to have its tags, its seal or its original packaging. An opened seal on a music release never blocks a complaint about a faulty, damaged, incorrect or misdescribed item.

Please report the problem as soon as you reasonably can. We suggest within 7 days of delivery — this helps us preserve evidence and pursue a claim against the carrier. This is a recommendation, not a deadline. Passing it does not automatically cost you any of your rights against us.

Photographs of the item, the damage, the outer packaging and the shipping label are helpful and we may ask for them. If you cannot provide them, tell us — we will not automatically reject a complaint because photographs are unavailable.

If a product needs to be returned for the assessment or handling of a complaint, we cover the reasonable return cost everywhere we ship. Depending on the country, we either arrange the return directly or agree with you on an appropriate tracked return method and reimbursement. Please contact us before purchasing return shipping so that we can confirm the appropriate method.

A complaint return never uses up your one prepaid change-of-mind return under section 4.

Some issues are raised often and are not always a defect — for example normal wear, shrinkage or print cracking after washing contrary to the care instructions, or damage following alteration. None of these is an automatic reason for us to refuse. We compare what you report against the product description, any condition grading, the product photographs, the care instructions and the condition you could reasonably have expected. Where there is doubt, a member of our team looks at it.

7. Sealed music media

Vinyl records, CDs and cassettes are supplied with the physical media itself sealed in its own packaging. Where you open that sealed packaging after delivery, your right to return the item because you changed your mind may be excluded, to the extent permitted by the law applicable to your purchase. This applies to sections 2 and 3.

The printed artwork and sleeve are supplied separately and are not sealed, so you may examine the artwork freely. While the relevant seal around the physical media remains intact, the item can be returned normally.

Being limited, numbered or signed does not itself make a release personalised. Only removal of the relevant seal may trigger the exclusion described above, to the extent permitted by applicable law.

This exclusion does not affect section 6. It never limits your rights if the item is faulty, damaged, incorrect or not as described.

8. Hand-signed limited music releases

Some releases are signed by hand, one copy at a time. We sell them in two clearly separate forms.

Standard hand-signed releases

A standard hand-signed copy is a new, full-condition item. Because each signature is applied by hand, no two copies are identical: signatures vary in placement, size, shape, intensity and the way they overlap. That variation is inherent to hand-signing and is not a defect.

Nothing else is treated as acceptable on a standard copy. Creasing, ink marks or smudging away from the signature, surface indentation and damage to the sleeve are not part of a standard hand-signed release. If your copy arrives that way, please contact us — it is a complaint and we will deal with it under section 6.

Hand-signed B-Stock releases

Some copies pick up light cosmetic traces during signing. Rather than send them out as standard, we list them separately as B-Stock, at a lower price and with their own product page.

On a B-Stock copy, the physical media is new and sealed, and every advertised signature is present. Copies are assigned at random and the photographs on the product page are representative of the batch, not of the individual copy you receive.

A B-Stock copy may show one or more of the following, and only these:

1. A small local marker mark
2. Slight smudging or transfer of ink near a signature
3. Light surface indentation
4. A faint, shallow crease to the sleeve

Before buying a B-Stock item you are asked to accept this specific range separately. That acceptance is recorded with your order.

The following are never part of B-Stock condition, and you can always raise a complaint about them:

• A missing or incorrect signature
• A tear, a hole or a broken spine
• Deep or extensive creasing
• A heavily crushed corner
• A large stain or extensive soiling
• A damaged disc
• Damage caused in transit
• Any condition materially worse than described

Your rights

Being hand-signed, numbered, limited or B-Stock does not make a release a personalised product. B-Stock items carry the same statutory right of withdrawal, the same 30-day voluntary return and the same right of complaint as anything else we sell. The sealed media rule in section 7 affects change-of-mind returns only and never limits a complaint.

9. Products excluded from return

Excluded from the statutory right of withdrawal, to the extent provided by the law applicable to your purchase:

• Goods made to your specification or clearly personalised for you
• Goods liable to deteriorate or expire rapidly
• Sealed goods which, for health protection or hygiene reasons, cannot be returned once the seal is removed after delivery
• Sealed audio recordings where the relevant sealed packaging was opened after delivery

Excluded from our voluntary scheme under section 3:

• Opened food and drink products
• Gift cards that have been used or partly used. The treatment of unused gift cards depends on their form and on applicable law — please contact us.

Sale and discounted items are subject to statutory withdrawal on exactly the same terms as anything else. Being on sale removes no rights.

None of these exclusions affects section 6.

10. Vintage Hell — second-hand apparel

The Vintage Hell section offers second-hand apparel and accessories. These items carry the mandatory conformity rights applicable to your purchase. For consumer sales governed by Polish law, that period is generally two years from delivery.

Where a specific characteristic departs from the condition normally expected of that item, we identify it clearly on the product page. Where applicable law requires it, we also ask you to accept that specific characteristic expressly and separately before you buy.

Normal signs of prior use, clearly shown or described before purchase, are part of the item's character and are not a defect. Undisclosed damage, or a condition materially worse than described, may constitute a lack of conformity and is handled under section 6.

Where a returned item shows new staining, new odours, washing, alteration or damage, any reduction in your refund is assessed individually by a member of our team.

You may briefly try second-hand apparel on indoors. Vintage Hell items otherwise follow sections 2, 3 and 4 like any other apparel.

11. Exchanges

We do not offer direct exchanges. To get a different size or product, return the original and place a new order — you can place it immediately, without waiting for the return to be processed. Your refund follows under whichever section applies.

12. Cancelling or changing an order

If you want to cancel or change an order, contact us as soon as possible at support@behemoth-store.com. We will attempt to stop or amend it, and the change is effective only once we have confirmed it to you.

If your order has already been passed to fulfilment or dispatch, stopping it may no longer be possible. In that case, please use the return routes above.

Dispatch does not remove your statutory right of withdrawal or cancellation under section 2. If your order is already on its way, send us your withdrawal statement and contact us for instructions on what to do with the parcel.

Discount codes cannot be applied retroactively to an order already placed, and we do not refund the difference if an item is later discounted.

13. Refunds

Statutory withdrawal or cancellation (section 2): we refund without undue delay and within the period required by applicable law. We may withhold the payment until we have received the goods back or you have supplied proof that you sent them, whichever happens first. Your refund includes the cost of the original delivery at the rate of the cheapest standard delivery option we offered. Any additional cost of a more expensive or express delivery option is not refunded. This does not depend on any discretionary approval from us — we may, however, inspect the goods and assess any actual reduction in their value.

Voluntary return (section 3): we refund the price of eligible products. Our 5-business-day target starts when we have received and checked the goods. Proof of postage alone does not start it. The cost of the original delivery is not refunded, unless a specific offer states otherwise.

Refunds are issued to the original payment method, unless you expressly agree to another method at no additional cost to you. They are issued in the currency of the original transaction, for the amount you paid. Your payment provider may need several further days to post the refund.

If your card or bank account is held in another currency, the amount credited may differ due to exchange rate movement between purchase and refund. Foreign transaction fees charged by your bank are not refundable by us.

Taxes we collected as part of the price payable to us are refunded to the extent required by law. Duties and taxes you paid directly to a customs authority, a carrier or a broker are not refunded by Behemoth Webstore — you may be able to reclaim those from whoever collected them.

14. Return address

Behemoth Webstore Maciej Gruszka
Gdyńska 99
80-297 Miszewo
Poland

Questions: support@behemoth-store.com