Returns & Withdrawal
Changed your mind? For most items you have 14 days to withdraw. Here's exactly how it works — and what to do when something arrived damaged.
Your 14-day right of withdrawal
As an EU consumer you may withdraw from your purchase within 14 days of receiving it, without giving a reason. Email us at info@cleverupps.be within those 14 days stating your order reference, then send the item back within 14 days of your message.
Exception: personalized & made-to-order items
Products made to your specifications or clearly personalized — for example printed with a name you entered or in a custom colour combination you chose — are excluded from the right of withdrawal by law. The product page tells you before you order whether an item is personalized.
This exception never applies to defects: a personalized item that arrives damaged or faulty is always covered — see below.
Condition of returned items
You may inspect an item the way you would in a shop. To receive a full refund, the item should come back unused and undamaged, ideally in its original packaging.
Return shipping & labels
Who pays for the return depends on the reason:
- Our mistake (wrong, defective, or damaged item): we provide a return label or reimburse your return shipping — you never pay for our error.
- Change of mind (normal withdrawal): return shipping is at your cost. We recommend a tracked service — the item is your responsibility until it reaches us.
- Item arrived damaged: contact us before returning anything; we may ask for photos and will often resolve it without a return.
Refunds
We refund the purchase price and the standard outbound shipping within 14 days of receiving your return (or proof of shipment), using the same payment method you paid with.
Damaged, defective, or wrong items
If something arrives broken, defective, or isn't what you ordered, email us photos and your order reference. We'll fix it at our cost — replacement, repair, or refund — and you never pay return shipping for our mistake.
Questions
Not sure whether your item can be returned? Just ask — info@cleverupps.be.