Refund policy

In accordance with the Belgian law of 14 July 1991 concerning business practices and consumer information protection, amended by the law of 25 May 1999, the consumer has the right to notify the vendor that they are withdrawing from the purchase, without penalties and without giving any reason, within 14 calendar days dating from the day after the delivery date of the Product or the conclusion of the service contract. This right of renunciation does not apply to professional buyers.

Product returns must be sent to the address of Creations Isabelle de Borchgrave.

The Client can return Products which they do not find suitable, and demand a refund without incurring penalties, with the exception of the charges associated with returning the goods which are payable by the Client.

This right of withdrawal can in no case be exercised if the Product delivered is not in perfect condition and as delivered by Creations Isabelle de Borchgrave.

In particular, the Product must be returned adequately protected, in its original packaging, in perfect condition for resale (not damaged, spoiled, worn or dirty) along with any accessories where relevant, and accompanied by the original sales invoice, of which the Client must keep a copy. Returned packages cannot be accepted if there are no aspects of the enclosed documentation which allow the sender to be identified (Order number, surname, first name and address).

Creations Isabelle de Borchgrave promises to make any exchange – within the limits of available stock, or a refund by bank transfer, within a maximum period of 30 days after the Client has exercised their right of withdrawal, in return for the Product being sent back.

The amount refunded will in all cases be limited to the actual sums paid by the Client. If a purchase voucher (issued following the return of a nonconforming Product) has been used towards payment of an Order which has been withdrawn, the total amount including the purchase voucher will be reimbursed. The purchase voucher will therefore no longer be reusable.
Nonconformity

All of the Products and services offered by Creations Isabelle de Borchgrave are described in good faith and as accurately as possible. The images shown on the website however have no contractual value. Creations Isabelle de Borchgrave does not accept any responsibility relating to errors which might appear in the descriptions of Products and services. However, on the condition that these have been brought to its attention in writing, Creations Isabelle de Borchgrave is committed, to the extent that it is within its means, to rectifying these errors in the shortest time possible.

Failing this, nonconforming Products will be exchanged – within the limits of available stock – or refunded. However, no Product can be exchanged or refunded before it has been returned and received by Creations Isabelle de Borchgrave, or delivered by the latter, and the original of the invoice must be enclosed.

The refund or delivery of the new Products by Creations Isabelle de Borchgrave will take place within 30 days of the nonconforming Products being received. In such a case, the refund or the delivery of the new Products will not be subject to any charge payable by the client.

If the Product or service delivered does not correspond to the specifications of the invoice, the Client can return it within a period of 14 calendar days from the day after the delivery date of the Order. The Client can then choose to be reimbursed, or to be sent a similar Product, depending on availability. Once this period has elapsed, complaints and returns will not be received or accepted.

The cost of returning items will be refunded by Creations Isabelle de Borchgrave to the Client in the form of a voucher to be used towards their next purchase. Proof of these charges must be enclosed in the package being returned. If this is not the case, the charges will not be reimbursed. All returns must be sent by registered post or by a courier service and the Client must keep a copy of the proof of posting.