Refund policy
OVERVIEW
This Refund Policy applies to purchases made on www.nacrestudio.be.
This website is operated by Hendrickx, Noah, a Belgian student entrepreneur registered in Belgium under VAT / enterprise number BE1019607778.
Nacre Studio is a commercial brand operated by Hendrickx, Noah.
By placing an order on our website, you agree to this Refund Policy.
SECTION 1 - RIGHT OF WITHDRAWAL
If you are a consumer located in the European Union, you have the right to withdraw from your purchase within 14 days after receiving your order, without giving any reason.
To exercise your right of withdrawal, you must contact us within 14 days of receiving your order by email at:
info.nhsrl@gmail.com
Please include your order number, your name, the item concerned and, if possible, photos of the product.
SECTION 2 - RETURN CONDITIONS
To be eligible for a return, the item must be:
- unused;
- undamaged;
- in its original condition;
- returned with its original packaging where possible.
Products that show signs of use, damage caused by the customer, improper handling, or installation marks may not be eligible for a full refund.
SECTION 3 - HANDMADE PRODUCTS
Nacre Studio products are handmade and may include real dried flowers.
Because of the handmade nature of our products, slight variations in flower placement, colors, texture, shape or finish may occur. These natural variations are part of the artisanal character of the product and are not considered defects.
A product is considered defective only if it has a functional issue, damage, or manufacturing problem that is not related to normal handmade variation.
SECTION 4 - DAMAGED OR DEFECTIVE ITEMS
If your item arrives damaged or defective, please contact us as soon as possible at:
info.nhsrl@gmail.com
Please include:
- your order number;
- clear photos of the damaged or defective item;
- a photo of the packaging if it was damaged during delivery;
- a short description of the issue.
After reviewing your request, we may offer a replacement, repair, partial refund or full refund depending on the situation.
SECTION 5 - WRONG ITEM RECEIVED
If you receive the wrong product or the wrong phone model, please contact us at:
info.nhsrl@gmail.com
We will review the issue and provide a solution, such as an exchange or refund, if the mistake comes from our side.
Customers are responsible for selecting the correct phone model before placing an order. If the wrong model was selected by the customer, the return may still be accepted under the 14-day withdrawal period, provided the product is unused and undamaged.
SECTION 6 - RETURN SHIPPING COSTS
Unless the product is defective or we made an error with your order, return shipping costs are the responsibility of the customer.
If the return is due to a mistake on our side or a confirmed defect, we will provide instructions and may cover the return shipping costs where applicable.
We recommend using a tracked shipping method, as we cannot be responsible for returned items lost during shipping.
SECTION 7 - REFUNDS
Once we receive and inspect the returned item, we will notify you by email whether the refund has been approved.
If approved, the refund will be processed to your original payment method within a reasonable timeframe.
Please note that your bank or payment provider may take additional time to process and display the refund.
Original shipping costs may not be refunded unless the return is due to a confirmed defect or an error on our side.
SECTION 8 - EXCHANGES
If you wish to exchange a product, please contact us at:
info.nhsrl@gmail.com
Exchanges depend on product availability. If the requested replacement is unavailable, we may offer a refund or another solution.
SECTION 9 - NON-RETURNABLE ITEMS
We may refuse returns for:
- products that have been used;
- products damaged by the customer;
- products returned without prior contact;
- products not returned within the required timeframe;
- products with missing parts or packaging where this affects resale condition;
- custom or personalized products, if clearly indicated at the time of purchase.
This does not affect your mandatory consumer rights under Belgian or European law.
SECTION 10 - HOW TO REQUEST A RETURN
To request a return, contact us at:
info.nhsrl@gmail.com
Please include:
- your full name;
- your order number;
- the product concerned;
- the reason for the return;
- photos if the item is damaged, defective or incorrect.
We will reply with return instructions.
Please do not send items back before contacting us.
SECTION 11 - CONTACT INFORMATION
For any questions about returns, refunds or exchanges, please contact us at:
Hendrickx, Noah
Commercial brand: Nacre Studio
VAT / Enterprise number: BE1019607778
Registered address: Avenue du Gardon 17, 1160 Auderghem, Belgium
Email: info.nhsrl@gmail.com
Phone: +32 473 71 49 02
Website: www.nacrestudio.be