Right of Withdrawal

This policy applies to consumers who enter into a remote agreement with us through our webshop or via other means. For professional customers, the provisions of our general terms and conditions apply.

Right of Withdrawal

As a consumer, you generally have the right to withdraw from your distance purchase within 14 calendar days without giving any reason.

For goods, this period starts on the day after you, or a third party designated by you other than the carrier, physically receive the goods.

In the case of a single order delivered in multiple installments, the period starts from the receipt of the final installment.

How to Exercise Your Right of Withdrawal

You must clearly inform us of your decision to withdraw from the contract before the withdrawal period expires.

You can do this by email or by using the statutory model withdrawal form.

TGK Geert Voets, Pelletkachelzorg
Holt 3
3740 Bilzen-Hoeselt
Belgium

VAT: BE0537369904
Email: info@pelletkachelzorg.be
Tel.: +32 484 90 69 58

A simple and unequivocal statement is sufficient.

Returning Goods

Following your notice of withdrawal, you must return or hand over the goods to us without undue delay and at the latest within 14 calendar days.

The direct costs of returning the goods are borne by the customer, unless we have explicitly stated in advance that we will bear these costs.

This also applies to goods that, by their nature, weight, or size, cannot be returned via standard postal services, such as

• pellet stoves and wood burning stoves;

• full or partial pallets;

• flues and long pipe sections;

• large or heavy accessories.

Specialized pallet or freight transport may be required for such goods. The costs involved can be significantly higher than standard package shipping fees.

You may arrange the return transport yourself, provided the goods are transported safely, packaged correctly, and adequately insured.

If desired, we can assist in organizing the return transport. The actual transport costs charged will be communicated to you in advance and are at your expense.

Condition of Returned Goods

You may inspect and assess a product in the same way you would reasonably be allowed to do in a physical store.

You are liable for any diminished value resulting from handling or using the product beyond what was necessary to establish its nature, characteristics, and functioning.

Diminished value may result from, among other things:

• damage, scratches, dents, or dirt;

• missing parts, accessories, manuals, or packaging materials;

• damaged or missing original packaging when that packaging is necessary for safe re-transport or resale;

• assembly or installation marks;

• sawing, drilling, grinding, or screwing marks;

• used or installed flues;

• deformed connector pieces;

• putting the device into operation, causing signs of wear, soot, ash, odor, or burn residues;

• damage occurring during return transport organized by the customer.

An appliance or component that can no longer be sold as new due to use may suffer a significant loss in value.

This reduction in value can be deducted from the refundable amount, to the extent permitted by law and proportional to the actual loss of value suffered.

Installation and Other Services During the Withdrawal Period

If you explicitly request that installation, fitting, or other services begin during the statutory withdrawal period, we may start carrying out the work.

If you subsequently withdraw in a timely manner, you will owe a reasonable and proportional amount for the services already performed up to the moment of your withdrawal.

When a separate service has been fully performed within the withdrawal period, the right of withdrawal for that service may lapse if the legally required conditions regarding your prior explicit consent have been met.

Refunds

If you validly exercise your right of withdrawal, we will reimburse all payments received from you for the goods concerned, including the costs of our cheapest standard delivery offered.

Any additional costs resulting from your choice of a more expensive delivery method will not be refunded.

We will process the refund without undue delay and no later than 14 days after being informed of your decision to withdraw.

We may withhold the refund until:

• we have received the goods back; or

• you have supplied proof of having sent back the goods,

whichever is the earliest.

Refunds will be issued using the same payment method as used for the initial transaction, unless agreed otherwise.

Any legally permissible reduction in value may be deducted from the amount to be refunded.

Exceptions to the Right of Withdrawal

The right of withdrawal does not apply in cases specified by law.

For Pelletkachelzorg, this may be particularly relevant for

Custom Products or Goods Made to Your Specifications

Goods manufactured specifically according to your individual choices or specifications, or clearly personalized for you, cannot be returned when they fall under the statutory exemption for custom made items.

Examples include components produced custom tailored for your project that cannot be resold as standard items.

Simply selecting a standard size, standard color, or standard finish from our regular catalog does not automatically qualify an item as custom made.

Goods Inseparably Mixed With Other Items After Delivery

When goods, by their nature, become inseparably mixed with other items after delivery, the statutory right of withdrawal no longer applies.

Pallet Goods and Wood Pellets

A standard pallet of pellets sold online to a consumer is not automatically excluded from the right of withdrawal simply because it is a pallet delivery.

Where the right of withdrawal applies, the pallet must be returned in a condition that allows safe handling and inspection.

The direct costs of return shipping are borne by the consumer when communicated in advance.

Missing, opened, or damaged bags, compromised packaging, or any other reduction in resale value may give rise to a legally permissible deduction for loss of value.

Flues, Pipes, and Installation Materials

Standard, unused components from our store can be returned within the statutory conditions.

Components that have been:

• shortened or sawn;

• drilled;

• bent or deformed;

• custom adjusted;

• permanently installed;

• used or soiled,

may suffer a substantial loss in value as a result.

Parts specifically manufactured to individual customer dimensions or specifications may fall under the statutory exemption for custom made products.