Refund policy

Returns & Refund Policy

Marcottestyle BV — Marcottedreef 20, 2950 Kapellen, Belgium VAT BE 0880.453.459 · info@marcottestyle.com · +32 3 230 40 11

This policy applies to orders placed through www.marcottestyle.store and shop.marcottestyle.com. By placing an order you agree to the conditions below. This policy is governed by Belgian and EU consumer law. Where mandatory consumer rights apply, nothing in this policy limits those rights.

1. Who this policy applies to

  • Consumers (private individuals) benefit from the statutory 14-day right of withdrawal described in Section 2.
  • Business customers (B2B), professional buyers and project/contract orders are excluded from the right of withdrawal. Returns by business customers are accepted only at our sole discretion and under separately agreed conditions.

2. Statutory right of withdrawal (consumers)

For products purchased online, you have the right to cancel your purchase without giving a reason within 14 calendar days. This period starts the day after you (or a third party you designate) take physical possession of the goods. For an order of multiple goods delivered separately, the period starts the day after the last item is received.

To exercise your right of withdrawal you must inform us of your decision before the 14-day period expires by an unambiguous written statement, using either:

  • the contact details in Section 11, or
  • the model withdrawal form at the end of this policy.

Important: Notifying us is the first mandatory step. Do not ship anything back before you have received a return authorization and return instructions from us (see Section 5). Goods returned without prior notification and authorization may be refused or delayed.

3. Products excluded from the right of withdrawal

In accordance with the law, the right of withdrawal does not apply to:

  • Goods that are made to your specifications or clearly personalised, including made-to-order furniture, upholstered furniture, custom dimensions, custom fabrics, finishes or colours.
  • Sealed goods that are not suitable for return for reasons of hygiene or health and which have been unsealed after delivery, including mattresses.
  • Goods which, after delivery, are inseparably mixed with other items.

For these products, all sales are final once the order is confirmed (subject to the legal conformity guarantee in Section 8).

4. Conditions for an accepted return

To be accepted, a returned product must be:

  • in its original, unused and undamaged condition;
  • in its complete original packaging, with all protective materials, accessories, manuals and free gifts;
  • accompanied by a valid proof of purchase and the return authorization number issued by us;
  • handled only to the extent necessary to establish the nature, characteristics and functioning of the product — as you would be allowed to do in a physical store.

You are liable for any diminished value of the goods resulting from handling beyond what is necessary. Where a product is returned used, soiled, damaged, incomplete or without original packaging, we are entitled to deduct an amount corresponding to the loss in value from your refund, up to the full price of the item.

5. Return procedure

  1. Request a return within the 14-day window via the contact details in Section 11 or the model form below.
  2. We will send you a return authorization (RMA) and return instructions, including the return address and, for furniture, the required transport method.
  3. Pack the product securely in its original packaging so it is protected during transport.
  4. Return the goods without undue delay and in any event within 14 days of notifying us of your withdrawal.
  5. We recommend a trackable and adequately insured shipping method. The risk and proof of return shipment lie with you until we receive the goods.

6. Return shipping costs

  • You bear the direct cost of returning the goods. Return shipping is at your own expense.
  • Furniture and bulky items require specialised transport. Return freight for large items is significant and is your responsibility; on request we can provide an indicative quote before you decide.
  • If you ask us to arrange the return transport on your behalf, the actual transport cost will be deducted from your refund.

7. Refunds

  • Once your return is approved, we refund the price of the returned product(s) plus the original standard outbound delivery cost. Supplements for upgraded delivery (e.g. Premium or Luxury delivery) are not refundable.
  • Refunds are issued within 14 days of the date we are informed of your withdrawal. We may, however, withhold the refund until we have received the goods back, or until you provide proof that you have returned them, whichever is earlier.
  • Refunds are made using the same payment method you used for the original transaction, unless otherwise agreed. No fees are charged for the refund itself.
  • Any diminished-value deduction (Section 4) or arranged return-transport cost (Section 6) will be applied to the refund amount.

8. Damaged, defective or non-conforming items (legal guarantee)

Independently of the right of withdrawal, you benefit from the legal guarantee of conformity (2 years) for consumer goods.

  • Inspect your delivery immediately upon receipt.
  • Visible damage or shortages must be noted on the delivery document (CMR) at the moment of delivery.
  • Hidden damage or defects must be reported in writing within 48 hours of delivery, with photographs.
  • For a justified conformity claim, we will arrange repair, replacement or refund in accordance with the law, at no return cost to you.

Most of our products are handmade. Minor variations in colour, finish, grain or dimensions are inherent to the product and are not considered defects. Normal wear and tear, and damage caused by improper use, accidents, pets, cleaning agents or exposure to heat, moisture or sunlight, are excluded from the guarantee.

9. Cancellation or refusal of orders (pricing errors)

If, due to unforeseen circumstances, an incorrect price is displayed, Marcottestyle reserves the right to cancel or refuse any order containing an incorrectly priced item, provided the error is identified within 24 hours of the order being placed. In such cases you receive an immediate refund of any amount incorrectly paid and the option to reorder at the correct price.

10. Contact

Marcottestyle BV Marcottedreef 20, 2950 Kapellen, Belgium Email: info@marcottestyle.com · Tel: +32 3 230 40 11 VAT: BE 0880.453.459

EU Online Dispute Resolution platform: https://ec.europa.eu/consumers/odr

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: Marcottestyle BV, Marcottedreef 20, 2950 Kapellen, Belgium — info@marcottestyle.com

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

  • Ordered on / received on: ____________________
  • Order number: ____________________
  • Name of consumer(s): ____________________
  • Address of consumer(s): ____________________
  • Signature (only if on paper): ____________________
  • Date: ____________________

Last updated: 26 June 2026. This policy is provided for general information and does not constitute legal advice. We recommend having it reviewed by a qualified lawyer before publication.