Refund policy

Every mug and cup is printed to order in Puurs, Belgium. Please read this before ordering, especially if you are adding a name.

Personalised items

Items printed with a name, initial, date or other text you choose are made to your specification. Under EU consumer law (Directive 2011/83/EU, art. 16(c), and Belgian Code of Economic Law, art. VI.53, 3°), the 14-day right of withdrawal does not apply to them, so personalised items cannot be returned or exchanged because you changed your mind.

We print the text exactly as it is entered at checkout, including spelling, capital letters and spacing. Mistakes in the text you entered are not a reason for a refund or reprint, so please check it carefully before ordering. If you spot a mistake after ordering, email us straight away and we will correct it if printing has not started.

Non-personalised items

If you are a consumer in the EU, you can withdraw from your purchase of a non-personalised item within 14 days of receiving it, without giving a reason.

To withdraw, email belcordesigns@gmail.com within 14 days of delivery with your order number and the item(s) you are returning. You may use the EU model withdrawal form, but you do not have to.
Send the item back within 14 days of telling us, to: Belcor Designs, Palingstraat 10, 2870 Puurs-Sint-Amands, Belgium.
You pay the cost of return postage. We recommend a tracked service, because the item remains your responsibility until it reaches us.
Items should be unused and returned in their original condition. If an item has been used or damaged beyond what is needed to inspect it, we may reduce the refund by the loss in value.

We refund the price of the item and the original standard delivery charge within 14 days of receiving your withdrawal, using the same payment method. We may wait to refund until we have received the item back. If you return only part of an order, the delivery charge is not refunded, because it is a fixed charge per order.

Damaged, faulty or incorrect items

If your order arrives damaged, has a printing fault, or is not what you ordered, email us within 14 days of delivery with your order number and a photo of the problem. We will send a replacement or give you a full refund, and you will not need to pay any postage. This applies to personalised items too.

Small surface marks and slight irregularities are normal for enamel drinkware and are not considered faults. This does not affect your legal rights: all items are covered by the 2-year legal guarantee of conformity that applies in the EU.

Cancellations

You can cancel an order within 24 hours of placing it by emailing belcordesigns@gmail.com with your order number. After that, personalised orders may already be in production and can no longer be cancelled.