A custom product, a stock item, or a delivery issue? Read below to find out what policies apply and how to contact us.
Products that are manufactured according to your specifications or are clearly personalized are not subject to a statutory right of withdrawal. Once production has begun, they cannot be canceled or returned due to a change of mind.
If you, as a consumer, purchase a non-custom-made product remotely—for example, through our online store—you generally have a statutory cancellation period of 14 calendar days after receipt.
Please inspect your products upon receipt. If you notice any damage, defects, or discrepancies with your order, please report it in writing, including your order number and clear photos.
Our custom-made natural stone products are manufactured according to your specific requirements. For goods that are made to the consumer’s specifications or are clearly personalized, the legal exception to the right of withdrawal applies.
This exception does not affect your legal rights in the event of a defect or a product that does not match your order.
For non-custom-made products that you purchase remotely as a consumer, the statutory right of withdrawal generally applies. You do not need to provide a reason for exercising this right.
Please let us know unequivocally within 14 calendar days of receipt that you wish to cancel your purchase. Send an email to info@renier.be and include your name, order number, and the products in question. You may also use the statutory form for this purpose.
After you submit your return request, you have 14 calendar days to return the products. Please contact us to arrange the practical details of the return. Pack the natural stone carefully to prevent damage during shipping.
You are responsible for the cost of direct return shipping, provided that you were properly informed of this before making the purchase.
In the event of a full cancellation, we will refund the purchase price and the original standard shipping costs. Any additional charges for a more expensive shipping method you selected will not be refunded.
The refund will be issued within 14 calendar days of your notice of withdrawal, using the same payment method, unless otherwise agreed with you. We may delay the refund until we have received the products or until you have provided proof of return, whichever occurs first.
The statutory right of withdrawal applies to consumers for distance purchases. It does not automatically apply to business-to-business purchases or in-store purchases.
Please inspect your products thoroughly upon delivery or pickup. We ask that you report any visible damage or discrepancies in writing, preferably within 48 hours of receipt, so that we can investigate the situation promptly.
Send your report to info@renier.be, featuring:
If a defect or malfunction is attributable to our manufacturing or delivery, we will provide an appropriate solution in accordance with applicable law: initially, repair or replacement, and, where applicable, a price reduction or refund.
The requirement to report the issue within 48 hours does not limit your statutory warranty rights. As a consumer, you must report a discovered defect as soon as possible and no later than two months after it is discovered.
Please email us with your order number and a brief explanation. This will allow us to address your question specifically.
