Return and complaints
Article 6 – Right of withdrawal
On delivery of products:
When purchasing products, the consumer has the possibility to dissolve the contract without giving reasons for 14 days. This period of reflection shall take into consideration the day after receipt of the product by the consumer or a representative appointed by the consumer and published to the trader.
During the reflection period, the consumer will carefully handle the product and the packaging. He will only extract or use the product to the extent necessary to be able to assess whether he wishes to retain the product. If he avails himself of his right of withdrawal, he shall return the product with all the accessories supplied and – if reasonably possible – in its original condition and packaging to the trader, in accordance with the reasonable and Clear instructions.
When the consumer wishes to make use of his right of withdrawal, he is obliged to make this known to the trader within 14 days of receipt of the product. To make known the consumer must do so by means of the model form. After the consumer has made known to use his right of withdrawal, the customer must return the product within 14 days. The consumer must prove that the goods delivered have been returned in good time, for example by means of proof of dispatch.
If, at the end of the time limits referred to in paragraphs 2 and 3, the customer has not made known the use of his right of withdrawal or the product has not returned to the trader, the purchase is a fact.
On delivery of services:
In the case of provision of services, the consumer has the possibility to dissolve the contract without giving reasons for at least 14 days, entering into the day of the contract.
In order to make use of his right of withdrawal, the consumer will focus on the reasonable and clear instructions provided by the trader in the offer and/or at the latest upon delivery.
Article 7 – Costs in case of withdrawal
If the consumer makes use of his right of withdrawal, the costs of returning the goods shall be at most.
If the consumer has paid an amount, the trader will repay this amount as soon as possible, but no later than 14 days after revocation. The condition is that the product has already been received by the webshop or conclusive proof of complete return can be consulted. Reimbursement will be made through the same payment method used by the consumer unless the consumer expressly authorises another payment method.
If the product is damaged by careless handling by the consumer himself, the consumer is liable for any impairment of the product.
The consumer cannot be held liable for the depreciation of the product if the trader does not provide all statutory information on the right of withdrawal, this must be done before the conclusion of the Contract.
Article 8 – Exclusion of right of withdrawal
The trader may exclude the consumer's right of withdrawal for products as defined in paragraphs 2 and 3. The exclusion of the right of withdrawal applies only if the trader has clearly stated this in the offer, at least in good time before concluding the contract.
Exclusion of the right of withdrawal is only possible for products:
- Established by the trader in accordance with consumer specifications;
- Which are clearly personal in nature;
- Which cannot be returned by their nature;
- That can quickly spoil or age;
- The price of which is tied to fluctuations in the financial market on which the trader has no influence;
- For loose newspapers and magazines;
- For audio and video recordings and computer software, the consumer of which has broken the seal.
- For hygienic products where the consumer has broken the seal.