Legal centre

Right of withdrawal

How to change your mind within fourteen days, on what conditions, and the rare cases where the right does not apply.

Principle and period

For any purchase concluded at a distance, the consumer has fourteen calendar days to withdraw without having to give a reason and without penalty, under Book VI of the Code of Economic Law. The period runs from the day you, or a third party you have designated, take physical possession of the goods. For an order of several goods delivered separately, it runs from receipt of the last item.

How to exercise your right

Before the period expires, inform us of your decision by an unambiguous statement, by email to gilles.capelluto@molderez-consult.be. You may use the model withdrawal form attached to your order confirmation, but this is not compulsory. It is enough to have sent your decision before the end of the fourteen days. We acknowledge receipt of your withdrawal without delay on a durable medium.

Returning the goods and costs

Return the goods without undue delay and no later than fourteen days after telling us of your withdrawal. A prepaid bpost label is supplied on request. The goods must be complete, with their accessories and charging dock. Opening the box and trying the product do not remove the right of withdrawal.

Refund

We refund all payments received, including standard delivery costs, no later than fourteen days after we are informed of your decision. We use the same means of payment as your order, unless agreed otherwise and at no cost to you. We may withhold the refund until we have received the goods back or you provide proof of dispatch. If you chose a more expensive delivery method than the standard option, the extra cost is not refunded.

Diminished value

You may inspect and try the product as you would in a shop, to establish its nature, characteristics and proper functioning. However, you may be held liable for any diminished value resulting from handling beyond what is necessary, for example damage, prolonged use or the loss of parts. We may then withhold a proportionate amount from the refund.

Exceptions and digital services

The law provides exceptions to the right of withdrawal, in particular: goods made to your specifications or clearly personalised; sealed goods that cannot be returned for health-protection or hygiene reasons and were unsealed after delivery; sealed audio, video or software recordings unsealed after delivery. An EBO or ROLA robot does not fall under the hygiene exception: it remains returnable even after the box is opened.

For digital content not supplied on a tangible medium (for example a cloud option), performance begins during the period only with your prior express consent and your acknowledgement that you thereby lose the right of withdrawal. For a service whose performance you expressly request during the period (for example activating a service linked to the GPS collar), you remain liable for an amount proportionate to what has been supplied if you then withdraw.