Last updated: [DATE]. This policy explains how to return goods purchased from [COMPANY_LEGAL_NAME] and how refunds are handled.
1. Right of withdrawal (consumers)
If you are a consumer buying at a distance, you may withdraw from the purchase within 14 calendar days of receiving the goods, without giving a reason, in accordance with Belgian and EU law. To exercise it, notify us at [COMPANY_EMAIL] before the deadline. You then have 14 days to return the goods.
2. Exceptions
The right of withdrawal does not apply to, among others: goods made to the customer's specifications or clearly personalised; sealed goods unsealed after delivery for health/hygiene reasons; and services fully performed with your prior express consent. The statutory right of withdrawal does not apply to B2B purchases; business returns are handled at our discretion as set out below.
3. Condition of returned goods
Goods must be returned complete, in their original packaging where possible, and in a condition allowing resale. You are liable for any diminished value resulting from handling beyond what is necessary to establish the nature and functioning of the goods.
4. Business (B2B) returns
- Returns of correctly supplied goods may be accepted within [B2B_RETURN_DAYS] days, subject to prior agreement and possibly a restocking fee of [RESTOCKING_FEE].
- Special-order, configured, or non-stock items are non-returnable unless faulty.
5. Faulty or incorrect goods
If goods arrive faulty, damaged, or not as ordered, contact us within a reasonable period. We will arrange repair, replacement, or refund at no cost to you, and cover return shipping for confirmed faults.
6. Refunds
- Approved refunds are made using the original payment method within 14 days of us receiving the returned goods or proof of return.
- For bank-transfer orders, refunds are made to the account from which payment was received.
- Original outbound shipping costs are refunded for consumer withdrawals except where you chose a more expensive delivery option than our standard.
7. How to start a return
Contact [COMPANY_EMAIL] or open a request in your account with your order number. We will provide return instructions and, where applicable, a return reference.