Returns and refunds
Template: fill in the [bracketed] company details and have these texts checked by a lawyer before launch.
1. Personalised items cannot be returned
Every product is engraved with your own design, so the 14-day right of withdrawal does not apply (Directive 2011/83/EU art. 16(c); Belgian Code of Economic Law art. VI.53, 3°). We cannot take back an item because you changed your mind.
2. Changing or cancelling an order
Email hello@customisbetter.com with your order number as soon as possible. Until engraving has started we can change your design, or cancel the order and refund it in full. Once engraving has started this is no longer possible. If you asked for a proof, nothing is engraved before you approve it.
3. Faulty, damaged or wrong item
If your item arrives damaged, has a defect, or differs from the design you ordered, email hello@customisbetter.com within 14 days of delivery with your order number and a photo. We make a new one for free, or refund you in full (shipping included) if that is not possible. If we need the item back, we pay the return shipping.
4. Legal guarantee
On top of this you keep your 2-year legal guarantee of conformity from delivery. Please tell us about a defect as soon as you notice it.
5. Mistakes in the design you entered
We engrave what you typed and approved, so a typo or wrong date in your own design is not a defect. Contact us anyway: we will do our best to help.
6. How refunds are paid
Refunds go back to the payment method you used, within 14 days of our agreement. Your bank may need a few more days to show it.
7. Business orders
Quantity and business orders follow the same rules, together with the terms in your quote.