According to Book VI CDE (Code of Economic Law) – art. VI.47 'The consumer must inform the enterprise of his intention to withdraw within a period of 14 calendar days, without reason and without additional costs other than those provided for by the Code.' This period will be extended to the next working day if the 14 days expire on a Sunday or a public holiday. The consumer informs the enterprise of his decision to withdraw from the contract before the expiration of the 14-day withdrawal period by sending:
- either the completed and signed withdrawal form;
- or an unambiguous statement clearly setting out his decision to withdraw from the contract (examples: phone, email, SMS, mail, etc.);
- if the enterprise provides for it, the withdrawal form or another unambiguous statement online on its website. An acknowledgment of receipt is then communicated without delay to the consumer on a durable medium.
What are the costs borne by the consumer?
- the costs paid by the consumer for the express choice of a delivery method other than the standard, less expensive delivery method offered by the enterprise;
- the costs of returning the goods, unless the enterprise failed to inform the consumer that he has to bear them;
- the costs due to the enterprise for the service provided until the moment he exercises his right of withdrawal, after having requested that the service contract begin before the end of the withdrawal period.
What are the modalities for returning goods? If the enterprise does not offer to collect the goods itself:
- the consumer sends back or hands over the goods to the enterprise or to a person authorized by the enterprise to receive the goods, within 14 days following the communication to the enterprise of his decision to withdraw from the contract;
- the consumer bears the direct costs of returning the goods, unless:
- the enterprise agrees to bear them;
- the enterprise failed to inform the consumer that he has to bear them.
What are the modalities for refunding payments?
The enterprise reimburses the consumer for all payments received from him, including delivery costs, without undue delay and in any event within 14 days of the day on which it is informed of the consumer's decision to withdraw. Warning! The enterprise is not required to reimburse the additional costs due to the consumer's express choice of a delivery method other than the standard and less expensive delivery offered by the enterprise. The enterprise must reimburse the consumer using the same means of payment as used for the initial transaction, unless the consumer has expressly agreed to another means of payment provided that the reimbursement does not incur any fees for him. Warning! Regarding sales contracts, the enterprise that does not offer to collect the goods itself may withhold reimbursement:
- until recovery of the goods;
- or until the consumer has supplied evidence of having sent back the goods.
What is the consumer's liability in case of depreciation of goods?
The consumer is liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods. If the enterprise failed to inform him of his right of withdrawal before the conclusion of the sales contract, the consumer will not be liable for the depreciation of the goods.
What is the consequence of failing to provide information on the right of withdrawal?
If the enterprise failed to inform the consumer of his right of withdrawal, the 14-day calendar period is extended to 12 months from the end of the initial withdrawal period. If the enterprise provides this information to the consumer within 12 months, the withdrawal period is reduced to 14 calendar days from the day the consumer receives this information.
Items must be returned to the following address: Alsembergsteenweg 1003 1652 Alsemberg.
For any return request, please contact us at: help@beetee.be.
In which situations can the consumer not exercise the right of withdrawal?
The consumer cannot exercise the right of withdrawal when:
- the service contract has been fully performed, and strict performance has begun with the consumer's
- prior express consent acknowledgment that he will lose his right of withdrawal once the contract has been fully performed by the enterprise;
- (examples: if you want to access a database and immediately consult the requested information, without waiting for the end of the withdrawal period);
- the price of goods or services depends on fluctuations in the financial market which cannot be controlled by the enterprise and which may occur within the withdrawal period;
- the supply of goods made to the consumer's specifications or clearly personalized;
- the supply of goods which are liable to deteriorate or expire rapidly;
- the supply of sealed goods which were unsealed after delivery and aren't suitable for return due to health protection or hygiene reasons;
- the supply of goods which are, after delivery, according to their nature, inseparably mixed with other items;
- the consumer has specifically requested a visit from the enterprise for the purpose of carrying out urgent repairs or maintenance.
If, on the occasion of such visit, the enterprise provides services in addition to those specifically requested by the consumer or goods other than replacement parts necessarily used in carrying out the maintenance or in making the repairs, the right of withdrawal shall apply to those additional services or goods;
- the supply of digital content which is not supplied on a tangible medium if the performance has begun with the consumer's prior express consent and
- his acknowledgment that he thereby loses his right of withdrawal;
- the supply of alcoholic beverages, the price of which has been agreed upon at the time of the conclusion of the sales contract, the delivery of which can only take place after 30 days and the actual value of which is dependent on fluctuations in the market which cannot be controlled by the enterprise; the supply of newspapers, periodicals or magazines.
- Warning! The consumer has a right of withdrawal for subscription contracts to such publications;
- contracts concluded at a public auction;
- contracts for the provision of accommodation other than for residential purpose, transport of goods, car rental services, catering or services related to leisure activities if the contract provides for a specific date or period of performance;
- gaming and lottery service contracts.
- Gaming and lottery service contracts.
In these cases, the enterprise must warn the consumer before the conclusion of the contract:
- either that he does not have a right of withdrawal;
- or, where applicable, the circumstances under which he loses his right of withdrawal.
After-Sales Service
If a product is defective or non-compliant, the customer is allowed to return it free of charge.