Returns and guarantee

1. What this page covers

This page explains how returns, withdrawal and guarantees work at Punfyre BV and for everything we sell under our own name: our webshops, our products, and the devices, subscriptions and digital content that come with them.

It belongs with our terms and conditions and works them out in more detail. Where a product-specific document or a signed agreement describes its own returns procedure, follow that one. Such a document can only make exercising your rights easier, never harder.

If you are a consumer, the statutory rights below apply regardless, even if something else was agreed. If you buy as a business, the rules under Business customers apply.

2. What applies to which type of purchase

What you can send back depends on what you bought. This overview is a reading aid; the articles after it explain each case.

Physical goods

14 days of withdrawal from receipt, plus a 2-year legal guarantee.

Personalised or print on demand

No right of withdrawal, because it is made specifically for you. We do fix errors and defects.

Subscription without delivery

14 days of withdrawal from the order. After that you stop it by cancelling.

Subscription with recurring deliveries

Withdrawal applies to the first delivery. Later ones stop when you cancel.

Digital content and downloads

Withdrawal ends once the download or stream starts with your consent.

Software, apps and licences

Withdrawal applies as long as you have not put the licence to use.

Services and custom work

14 days of withdrawal, ending once the service is fully performed at your request.

Device with a subscription

The device follows the rules for physical goods, the subscription those for subscriptions.

3. 14-day right of withdrawal

If you buy from us at a distance as a consumer, for example through a webshop or an app, you may change your mind within 14 days. You do not need to give a reason and you pay no penalty.

4. Model withdrawal form

You do not have to use this form: a plain email with the same content is just as valid. We include it because the law requires us to make it available, and because it helps if you would rather follow a set format. Fill it in and send it to support@punfyre.be.

To

Punfyre BV, Vlamingstraat 4, 8560 Wevelgem, Belgium, support@punfyre.be

Declaration

I hereby give notice that I withdraw from our contract for the sale of the following goods or the supply of the following service:

Ordered on / received on

…

Consumer name

…

Consumer address

…

Order number

…

Date

…

Signature

Only needed if you send this form on paper

5. When the right of withdrawal does not apply

Belgian law provides a number of exceptions. The right of withdrawal does not apply, among others:

• To goods made to your specifications or clearly personalised, including print on demand
• To sealed goods that cannot be returned for health protection or hygiene reasons, once the seal is broken
• To goods that by their nature become inseparably mixed with other items after delivery
• To digital content without a physical carrier, once performance has started with your express consent and your acknowledgement that you thereby lose the right
• To sealed audio, video or software recordings whose seal has been broken
• To a service fully performed at your express prior request, where you acknowledged that you lose the right once it is fully performed
• To goods whose price depends on fluctuations in a financial market beyond our control

Even without a right of withdrawal you always keep your rights when something is damaged, wrong or defective. Those are set out below under the legal guarantee.

6. Personalised items and print on demand

Some items only exist after you order them: a custom print, an engraved or printed piece, a text or image you supply, or a combination you put together yourself. Because we cannot sell those to anyone else, there is no right of withdrawal.

That changes nothing else. If the item is damaged, differs from what you approved, or has a production fault in the print or the finish, we resolve it like any other item: repair, replacement or refund.

Where we work with a digital proof, your approval is the point at which production starts. So do take a moment with it, because a spelling mistake or a low image resolution in your own file does not count as a production fault.

7. Subscriptions

8. Digital content, downloads, software and apps

For digital content you download or stream, we ask for your express consent before delivery starts, together with your acknowledgement that you lose the right of withdrawal once it begins. If you do not give that consent, delivery waits until the 14 days have passed.

For a licence to software or an app, the same applies once you activate the licence or put the software to use. As long as you have not, you can simply withdraw within 14 days.

If digital content does not work as described, you are entitled to a solution. That is separate from the right of withdrawal and does not lapse after 14 days.

9. Services and custom work

For consultancy, development and other services, as a consumer you have 14 days of withdrawal from the conclusion of the contract. If you expressly ask us to start within that period, on withdrawal you pay for the part we have already performed, in proportion to the whole.

If the service has been fully performed at your express request before the period ends, and you acknowledged that you thereby lose the right, you can no longer withdraw.

For projects with a quotation or a signed agreement, that document governs delivery, acceptance and termination.

10. Damaged, wrong or missing on arrival

It is worth looking over your shipment when it arrives. If there is visible transport damage, something is missing or you received the wrong item, report it promptly at support@punfyre.be with your order number, a short description and photos where you can. Those photos let us settle it with the carrier straight away.

This costs you nothing. We send the right item, repair or replace the damaged one, or refund you if you prefer. The cost of returning it is ours in this case.

As a consumer, reporting late does not affect your legal guarantee. It does make it harder for us to hold the carrier to account, so reporting quickly helps.

11. Legal guarantee: if something breaks later

On top of the right of withdrawal, as a consumer you have a 2-year legal guarantee of conformity from delivery. The goods must match what we described, be fit for their normal use and have the quality you may reasonably expect. This guarantee is free and comes on top of any commercial warranty.

If there is a defect, you can first ask for repair or replacement. If that is impossible, disproportionate or unsuccessful, or if the defect is serious, you can ask for a price reduction or for the contract to be dissolved. Report the defect within a reasonable period after you discover it at support@punfyre.be. Where the complaint is founded, we bear the return costs.

If it is not an ordinary defect but a safety problem, the product safety and recalls provisions in our terms apply. In a recall we always pay for the return.

Normal wear, damage from misuse, from an accident or from a modification you carried out yourself, and consumable parts such as a battery reaching the end of its normal life, are not a lack of conformity.

12. Devices that come with a subscription

If you receive a device together with a subscription, we treat the two separately. The device follows the rules for physical goods, the subscription those for subscriptions.

If you withdraw from the whole within 14 days, you return the device under the rules above and the subscription ends. Where the device stays Punfyre's property for the duration of the subscription, you return it after it ends or is cancelled, in the condition normal use would leave it in. We then tell you where and by when.

13. Business customers

The right of withdrawal is a consumer right. If you buy as a business, for purposes within your professional activity, it does not apply.

That does not leave you stuck with a problem. We resolve damaged, wrong or defective deliveries, and what we agree on that is set out in the quotation, the product-specific document or the signed agreement. Report visible defects on receipt, and hidden defects within a reasonable period after you discover them.

14. Starting a return

Everything runs through support@punfyre.be. One email is enough, and we send you the return instructions with the right address.

• Include your order number or the email address you ordered with
• Say which item it concerns and whether you want to withdraw, exchange or report a defect
• Add photos for damage, a wrong item or a visible defect
• Wait for our instructions and the return label before sending anything

Our return label is tracked, so there is nothing extra to arrange. If you use your own carrier, it is best to send with tracking and to keep your proof of postage: if a parcel goes missing in transit, that proof lets us resolve it in your favour.

15. Complaints and disputes

If a return does not go as it should, tell us first at legal@punfyre.be. We confirm your complaint and come back with a substantive answer within a reasonable period.

If we cannot agree and you are a consumer, you can turn to an out-of-court dispute resolution body before going to court:

• Consumer Mediation Service (Belgium)
• European ODR platform

16. Contact and changes

Seller

Punfyre BV, Vlamingstraat 4, 8560 Wevelgem, Belgium

Company number

KBO 0749.930.853, RPR Ghent, Kortrijk division

VAT number

BE 0749.930.853

Returns and guarantee

support@punfyre.be

Complaints and legal questions

legal@punfyre.be

Post

Punfyre BV, Vlamingstraat 4, 8560 Wevelgem, Belgium

If we change this page, you will see it in the date at the top. For an order, the version in force at the time of your purchase applies.

Belgian law applies to this page and to the returns it describes. The full provisions on governing law and competent courts are in our terms and conditions.