Return & Refund Policy

1. Applicability

This Return & Refund Policy applies to all purchases made via www.kussenwebshop.be, operated by Sweetee Textiles BV. By placing an order, the customer acknowledges having read and agreed to this policy.

2. Right of Withdrawal

The consumer has the right to withdraw from an order within 14 days after receipt, without providing any reason, in accordance with Directive 2011/83/EU on consumer rights.

To exercise the right of withdrawal:

• the withdrawal must be reported in writing within 14 days after receipt

• the product must be returned within 14 days after the withdrawal notice

3. Exclusion of the Right of Withdrawal – Custom‑Made & Personalised Products

The right of withdrawal does not apply to products that:

• are manufactured according to the consumer’s specifications

• are personalised or custom‑made

These products cannot be returned or refunded, except in cases of:

• a manufacturing defect

• an error attributable to the seller

This exclusion is in accordance with Article 16(c) of Directive 2011/83/EU.

4. Conditions for Returns

Returns are only accepted if:

• the product is unused

• the product is in its original condition and packaging

• the product is complete and undamaged

Used, damaged, or incomplete products are not eligible for a refund.

5. Return Procedure

• Report the return in writing via email

• Include the order number and (optional) the reason for return

• After confirmation from the seller, the product must be returned

The risk and cost of the return shipment are entirely the responsibility of the consumer.

6. Uncollected or Late‑Collected Shipments

If an order is not collected or collected too late and is returned to the seller, the following costs will be charged:

• original shipping costs (including in cases of free shipping)

• return shipping costs

• administrative and processing fees

These costs will be deducted from the refundable amount. In case of reshipment, new shipping costs will be charged.

7. Refunds

After correct receipt and inspection of the returned product, the purchase amount will be:

• refunded within 14 days

• via the same payment method used for the original transaction

For orders with volume discounts, the unit price will be recalculated based on the number of products the customer actually keeps.

8. Damaged or Incorrect Products

The customer must inspect the product immediately upon receipt.

Visible defects or incorrect deliveries must be:

• reported in writing within 48 hours after receipt

• via info@kussenwebshop.be

Returns in such cases are only possible after prior notification and approval by the seller.

9. Contact Details

Sweetee Textiles BV BE0642809201 Hoge Hul 34, 8000 Bruges – Belgium Email: info@kussenwebshop.be Website: www.kussenwebshop.be

10. Applicable Law