Terugbetalingsbeleid
Returns & Refunds
Every case we make is monogrammed for one person. That changes how returns work, so here it is plainly.
Change of mind
Under EU consumer law, the 14-day right of withdrawal doesn't apply to goods made to a customer's specification or clearly personalised. Your case carries your initials and can't be sold to anyone else, so we can't accept it back if you simply change your mind.
This is the one part of our policy that's less generous than a normal shop, and we'd rather you knew before you ordered than after.
Cancelling before production
If you order and immediately realise something's wrong, email us at [email] within [2 hours] and we'll cancel and refund in full, provided production hasn't started. After that the case is already being made.
If something's wrong with your case
We replace it. Free, no return shipping to pay, no argument. That covers:
- Initials printed wrong, crooked, or in the wrong colour
- Damage in transit
- The wrong colour or the wrong phone model
- Defects in the case itself — peeling, cracking, poor finish
Email [email] within 30 days of delivery with your order number and a photo. We'll send a replacement, or refund you in full if you'd rather. You won't usually need to send the original back.
Beyond 30 days, your statutory rights under the EU two-year legal guarantee still apply for manufacturing defects.
If you typed your initials wrong
We print exactly what you type. If you enter the wrong letters, that's not something we can catch — we have no way of knowing your initials aren't AKJ.
We're not going to pretend that's a satisfying answer, so here's what we actually do: email us at [email] and we'll make you a replacement at [our cost price / a discount], one time. Not an obligation, just what seems fair.
Delivery and customs
Your case is made to order and ships from [country]. Production takes [X] days and delivery to Belgium and the Netherlands takes [Y–Z] days after that.
[Choose one:]
If IOSS registered: All import VAT is included in the price you pay at checkout. You will not be charged anything on delivery.
If not IOSS registered: Orders shipped from outside the EU may be subject to import VAT and a handling fee charged by the carrier on delivery. This is not something we receive or control.
If your order doesn't arrive
If tracking hasn't moved for [10] days or your case hasn't arrived within 20 days of dispatch, email us. We'll chase it, and if it's genuinely lost we'll remake it or refund you.
Refunds
Refunds go back to your original payment method within 14 days of us approving them. Depending on your bank it may take a few more days to appear.
Contact
advisory@brandbureaulahjira.be
We reply within [24 hours], [Monday to Friday].
Brand Bureau Lahjira· Hasselt · BE 1035.034.738