Return Policy

You didn’t order the right product? Or maybe you’re not totally satisfied? No worries, we offer all our clients a 14 day return period. Please consider the following guidelines when returning your order.

Under which circumstances can I return a product?

Starting the day you receive your order, you have 14 days to reconsider your purchase. We strongly advise you read our return policy:

You have 14 days to decide whether or not the product meets your demands. In case you’re uncertain whether you want to keep the product, do not remove the original packaging. You need to unpack the product to make your judgement? Try to limit the unpacking as much as possible. Make sure the product remains in its original state and don’t use the product. In case the product is incomplete, broken or shows clears signs of use, Festicup reserves the right to charge you for the resulting loss of value. These charges can amount up to 100% of the purchase amount. If the packaging is damaged, we can decide on a partial refund as well. Avoid writing on the packaging at all times as well as putting stickers or tape on it.

In case you want to return your product, please apply for a return form within 14 days of receipt of the goods. Subsequently you have 14 days to ship the product back to us. Make sure you pack the product(s) in a sturdy box to avoid any damaging during transport as returns are made at your own risk. In case you don’t want to risk losing your parcel, we suggest you make a registered shipment. This way if your parcel does goes missing, you can file a claim with the delivery service.

Some products are subject to exception and not returnable:

  • special order products, e.g. customized cups
  • orders made with vouchers or coupons
  • products bought elsewhere then directly at Festicup.be (e.g. products purchased at Bol.com, these products can be directly returned on the Bol.com website)

 

Loss of value

In case of used, damaged or goods returned without packaging, we will have to charge you with the resulting loss of value of the product(s). These charges can only be determined once we have received your return order.

Example

You order a product and you unpack to check if it meets your needs. If you open or damage the packaging while this is not necessary to determine if the product meets your needs, chances are we will charge you with the resulting loss of value. These charges can amount up to 100% of the purchase amount. You can almost always determine if the product is right for you by thoroughly examining the product picture and carefully reading the product information available on our website. Moreover, our customer service is happy to answer any questions you might have.

Refunds

In case of a withdrawal of the agreement, you’ll be fully refunded for all payments executed, including delivery costs (except for extra costs due to your choice for a delivery method other than our standard delivery method). You’ll be refunded within 14 days of the notification date to withdraw the agreement. Refunds will be made in the same form of payment originally used to make the purchase, unless you explicitly agree to another payment method. No extra charges will be made for this refund in any case. We reserve the right to wait for the reception of the returned goods before we make the refund.

Refunds step-by-step guide

You wish to return a product? Please consider our step-by-step guide to help you through the process. We’ll make sure we refund or send you another product as soon as possible.

  1. Apply for a return form within 14 days of receipt of the product at our customer service (retour@festicup.be).
  2. Clearly indicate your order number and the product(s) you wish to return.
  3. You’ll receive a return label within 48 hours.
  4. Make sure the product is well packed by using a sturdy box for example. Don’t put any stickers or tape on the original packaging.
  5. Put the return label on the box.
  6. Drop of the parcel in a post office of your choice.

You have to notify us about your return within 14 days after receipt of the product. Starting from that moment, you have another 14 days to ship the product back to us.

Who has to pay the shipping costs of the return?

  1. Under which circumstance does Festicup pay the shipping costs of a return shipment?
  2. In case you receive a product you didn’t order.
  3. In case you receive a broken or damaged product and you notify us about it within the trial period.
  4. In case you order a product based on faulty information on our website.
  1. In which case do I have to pay the shipping costs of the return shipment?
  2. In case you receive a broken or damaged product and you don’t notify us about it within the trial period.
  3. In case you’re not satisfied with the product.
  4. In case you order the wrong product by accident.

The shipping costs depend on the weight and size of the parcel. Bpost shipping costs start from € 7,95.

In case you use your right of withdrawal, you’ll be at max charged with the shipping costs of the return.

We highly recommend to always make a registered shipment or one with a track-and-trace number. Festicup can not be held responsible in case your shipment is lost by the delivery service.

Returning business orders

In case of business orders, other policies apply. The Distance Selling Directive doesn’t apply for companies. We kindly ask you to contact our customer service about the possibilities: +32 (0)11 36 23 63. In case of a partial or complete return, we will have to charge you with processing costs. These charges are as follows: 15% of the purchasing amount of the returned product(s) plus a standard processing fee of €4,50 excl. VAT. Special order products and customized products are not returnable.

What about orders placed on Bol.com?

You placed an order on Bol.com and you want to return it? We kindly ask you to apply for your return form directly on the Bol.com website.

To return your product, log on to the Bol.com website. Once logged on, you can indicate the product(s) you wish to return. Bol.com will send you a return label. The address to which to send the parcel, is written on the label. Bol.com will make sure you will be refunded as soon as possible, or they will send you another product. In case you don’t notify Bol.com about your return and you have chosen to pay after receipt of the product, you will be charged with the full amount of your purchase.

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