Cancellation policy

Cancellation Policy

This Cancellation Policy applies to consumer purchases made through our online store in Belgium. Nothing in this policy limits any mandatory rights you may have under Belgian or EU consumer law. Consumers buying online generally have a 14-day right of withdrawal, and statutory remedies also apply where goods are defective, damaged, or otherwise not in conformity with the contract.

1. Subscriptions

If you purchase a subscription, you agree to receive repeat deliveries at the frequency selected at checkout. Your payment method may be stored securely and charged for each recurring order, unless you selected a prepaid subscription option.

You can cancel or change your subscription at any time for future orders. Cancellation will stop future renewals only and will not affect orders that have already been processed or dispatched.

If your subscription purchase qualifies as a distance contract under applicable consumer law, you may also have a legal right to withdraw from the contract within 14 calendar days, unless a legal exception applies. For goods, the withdrawal period generally starts on the day after you, or a person designated by you, receives the goods.

If you validly exercise your right of withdrawal, we will reimburse all amounts due in accordance with applicable law. For returned goods, we may withhold reimbursement until we have received the goods back or until you provide proof that they were sent back, whichever comes first.

If you return goods after withdrawal, you may inspect them as you would in a physical shop. However, you may be responsible for any loss in value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

2. Pre-orders

When you place a pre-order, you are ordering a product that is not yet in stock or not yet ready for immediate dispatch. Depending on the product, we may charge the full amount at checkout, take a partial payment, or store your payment details for collection at a later date. The payment terms shown at checkout will apply to your pre-order.

You may cancel a pre-order at any time before dispatch, unless a legal exception applies or the product was made to your specifications or clearly personalised.

If your pre-order has already been dispatched or delivered, the normal withdrawal and returns rules set out in this policy will apply where legally available. Consumers purchasing online generally have a 14-day right to cancel without giving a reason, subject to certain exceptions. 

If no specific delivery date was agreed, your order must generally be delivered without undue delay and no later than 30 days after the order was placed. If delivery does not take place within the agreed timeframe, or within 30 days where no timeframe was agreed, you may be entitled to request delivery within an additional reasonable period and then cancel if delivery still does not take place. 

3. Chargebacks

If you contact your bank, card issuer, or payment provider to reverse a payment through a chargeback after your order has already been delivered, this does not entitle you to keep both the goods and the refunded amount.

If a chargeback or payment reversal is granted after you have received the goods, you must return the goods to us without undue delay. The goods should be returned, where reasonably possible, in their original condition, complete with all accessories and, if available, in the original packaging.

If the goods are not returned, are incomplete, or show signs of use beyond what is necessary to inspect them, we reserve the right, where permitted by law, to recover the value of the goods or compensation for any loss in value. This is without prejudice to your statutory rights where the goods are defective, damaged, or not in conformity with the contract. The legal guarantee for consumer goods in Belgium generally covers lack of conformity for two years from delivery. 

4. Exceptions

The legal right of withdrawal does not apply in all cases. Exceptions may include certain personalised goods, goods liable to deteriorate quickly, and certain digital content or services where the law allows the withdrawal right to be lost after prior consent. 

5. Returns and Refunds

For more information on how to return products and how refunds are processed, please see our Returns Policy. This Cancellation Policy should be read together with that policy.