Right of Withdrawal
a. In accordance with Belgian consumer protection laws, consumers in Belgium have the right to withdraw from a purchase made on an e-commerce website within 14 days from the date of delivery, without providing any reason for the withdrawal.
b. The right of withdrawal applies to both goods and services, except for certain exclusions specified by law, such as customized or perishable products.
Notification and Return Process
a. To exercise the right of withdrawal, the consumer must notify the e-commerce website within the 14-day withdrawal period. This notification can be provided through a written statement, email, or an online return form provided by the website.
b. The consumer should clearly indicate their intention to withdraw from the purchase, provide relevant order details, and specify the preferred return method.
c. The e-commerce website should acknowledge the withdrawal request promptly and provide instructions for returning the product.
Condition of the Returned Product
a. The consumer must return the product in its original condition, packaging, and with all included accessories unless the product has been damaged or its value has diminished due to actions beyond the consumer's control.
b. The consumer should exercise reasonable care when handling the product, ensuring that it is not damaged or devalued beyond what is necessary to assess its nature, characteristics, and functioning.
Return Costs
a. Unless otherwise agreed upon, the consumer is responsible for bearing the costs of returning the product.
b. The e-commerce website should clearly communicate any return shipping costs or fees to the consumer before the return process is initiated.
Refund and Timeframe
a. Upon receiving the returned product, the e-commerce website should refund the consumer the full purchase price, including any initial shipping costs, within 14 days from the date of receiving the return, using the same payment method used for the initial purchase unless otherwise agreed.
b. The website may withhold the refund until the product has been received and inspected, or until the consumer provides proof of shipment.
Exceptions and Exclusions
a. The right of withdrawal may not apply to certain types of products or services explicitly excluded by law, such as sealed audio or video recordings, software, or products that cannot be returned due to hygiene or health protection reasons.
b. In cases where the product's value has diminished due to the consumer's handling beyond what is necessary to assess its nature, characteristics, and functioning, the website may deduct an appropriate amount from the refund.
Additional Policies
a. The e-commerce website may have additional return policies in place, such as extended return periods, warranty claims, or product-specific conditions. These policies should be clearly communicated to the consumer before the purchase is made.
Customer Service and Support
a. The e-commerce website should provide accessible customer service channels to address any queries, concerns, or issues related to returns promptly.
b. Contact information for customer support should be readily available on the website, including email addresses, telephone numbers, or live chat options.