Return policy
1. Right of withdrawal
In accordance with Articles VI.47 and following of the Belgian Economic Law Code, every consumer has a right of withdrawal allowing them to cancel their distance purchase without having to justify their decision.
The withdrawal period is fourteen (14) calendar days from the:
- day on which the consumer, or a third party designated by them other than the carrier, takes physical possession of the good;
- in the case of multiple goods ordered in a single order and delivered separately, from the day the consumer takes possession of the last good;
- in the case of the delivery of a good consisting of several lots or pieces, from the day the consumer takes possession of the last lot or piece.
To exercise their right of withdrawal, the consumer can send us an unambiguous declaration by email to hello@stucco-deco.com or use the standard withdrawal form reproduced at the end of this page.
The consumer must then return the affected products no later than fourteen (14) days following the communication of their decision to withdraw.
Return shipping costs are the responsibility of the consumer.
2. Return conditions
Returned products must be sent back in a condition that allows for resale.
The consumer may handle the product only to the extent necessary to verify its nature, characteristics, and functioning, as they could do in a physical store.
Hand tools (trowels, brushes, spatulas, floats, etc.) must not have been used.
Any product returned damaged, incomplete, used, or whose value has been diminished by excessive handling may be subject to a reduction in the refund proportional to the observed depreciation.
3. Exceptions to the right of withdrawal
In accordance with Article VI.53 of the Belgian Economic Law Code, the right of withdrawal cannot be exercised for goods made to the consumer's specifications or clearly personalized.
In this regard, products tinted at the customer's request (paints, decorative coatings, washes, or any other product colored in a specific shade other than the original neutral base) are considered personalized products and cannot be returned or refunded.
Pigments, dyes, custom-tinted products, mixtures made at the customer's request, as well as products manufactured or prepared specifically for an order cannot be returned or refunded.
3.1 Packaged products and opened packaging
In order to guarantee the quality of the marketed products as well as the safety of our customers, liquid products, powders, coatings, paints, pigments, and other chemical or technical products must be returned in their original packaging, perfectly sealed and in a resalable condition.
The opening of a package, the removal of a safety seal, partial use of the contents, or any handling likely to alter the quality or preservation of the product may result in a depreciation of the product, even a refusal of refund when the product can no longer reasonably be resold.
STUC & CO SRL reserves the right to assess the condition of returned products and to apply a reduction in the refunded amount corresponding to the observed loss of value.
This provision does not limit the legal rights of the consumer but aims to take into account the potential depreciation of the product resulting from handling that exceeds what is necessary to verify its nature, characteristics, and functioning.
4. Processing of the refund
After receipt and inspection of the returned products, STUC & CO SRL will proceed with the refund of the amounts due.
The refund will be made using the same payment method as that used for the order, unless otherwise agreed by the consumer.
The refund will occur no later than fourteen (14) days following the notification of withdrawal. However, STUC & CO SRL may defer the refund until the actual recovery of the goods or until the consumer provides proof of shipment of the goods, the date considered being that of the first of these events.
Return shipping costs are the responsibility of the consumer.
If the consumer has chosen a delivery method that is more expensive than the standard delivery method offered by STUC & CO SRL, the corresponding extra charge will not be refunded.
5. Return address
Products must be returned to the following address:
Stucco-Deco - STUC & CO SRL
51 Artisan Avenue Bt 8
7822 Ghislenghien (Ath)
Belgium
No return can be processed without prior notification via the return form or by email.
6. Sales to professionals (B2B)
The provisions regarding the right of withdrawal described in this policy apply exclusively to consumers as defined by the Belgian Economic Law Code.
Purchases made by businesses, freelancers, artisans, companies, associations, or any person acting in the context of their professional activity do not benefit from any legal right of withdrawal.
Any order placed by a professional is considered firm and final upon confirmation by STUC & CO SRL.
Returns or exchanges of goods in the context of a B2B relationship can only be accepted after prior written agreement from STUC & CO SRL. In this case, the conditions for return, any administrative fees, transport costs, or applicable discounts will be determined on a case-by-case basis.
Products that are manufactured, tinted, customized, specially ordered for the customer, or not part of the usual stock cannot be returned or refunded under any circumstances, except in the case of an error attributable to STUC & CO SRL or a proven defect in the product.