Refund policy

Right of withdrawal, returns and refunds

Your right of withdrawal

You have 14 calendar days from the day you, or a third party designated by you, take physical possession of the last item in your order to inform us that you wish to withdraw from your purchase. You do not need to give a reason and no penalty applies.

How to inform us

The easiest way is through your customer account: sign in to your K°ROL account, open the relevant order and submit your return request in a few clicks.

You can also email contact@latelierdekrol.be before the deadline, with a clear statement of your decision. You may use the model form below, but this is not compulsory. We reply within 24 hours.

Returning the product

Send the product back within 14 days of informing us of your decision, to: Carole Van Brakel — K°ROL, Quai Arthur Rimbaud 12, 6000 Charleroi, Belgium.

You can also return it to Carolo Cat, 46 rue de Marcinelle, 6000 Charleroi, Wednesday to Saturday from 11 am to 6 pm.

You are responsible for return postage costs.

Product condition

You may handle and examine the product as you would in a shop to check its nature and characteristics. However, you are responsible for any diminished value resulting from handling beyond what is necessary for that inspection.

In practice, a candle that has been lit can no longer be resold. We will therefore reduce the refund in proportion to the loss in value, rather than refuse the return.

Refund

We will refund you no later than 14 days after being informed of your decision, using the same payment method as for your order unless otherwise agreed. We may withhold the refund until we receive the product or until you provide proof of dispatch.

The refund covers the price of the products and the standard delivery costs originally paid. If you chose a more expensive delivery method than our standard option, you remain responsible for the additional cost.

Exceptions to the right of withdrawal

Under the Belgian Code of Economic Law, the right of withdrawal does not apply to goods made to your specifications or clearly personalised. The following are therefore excluded:

  • bespoke orders and event or business projects (custom fragrance, label, packaging or branding);
  • candles bearing your name or your company's name.

You will be reminded of this exclusion before confirming any personalised order. One-of-a-kind pieces from our standard range, sold as shown in the shop, are not excluded: the normal right of withdrawal applies.

Damaged, defective or non-conforming product

This is different from changing your mind and does not cost you anything.

Email contact@latelierdekrol.be within 14 days of receipt, with a photo of the parcel and product. We will replace the item or refund you and pay the return costs.

Statutory guarantee of conformity

You benefit from the 2-year statutory guarantee of conformity under Belgian law, independently of the right of withdrawal. It covers defects existing at the time of delivery.

Model withdrawal form

(Complete and return this form only if you wish to withdraw. Use of this form is not compulsory.)

To Carole Van Brakel — K°ROL, Quai Arthur Rimbaud 12, 6000 Charleroi, Belgium — contact@latelierdekrol.be

I hereby give notice that I withdraw from the contract for the sale of the following goods:

  • Ordered on: ............... / Received on: ...............
  • Description of the product(s): ...............
  • Order number: ...............
  • Consumer's name: ...............
  • Consumer's address: ...............
  • Signature (only if notification is on paper): ...............
  • Date: ...............