Refund policy
1. STATUTORY RIGHT OF WITHDRAWAL (NON-CUSTOM)
For items that are not custom-made, not manufactured to personal specifications, and not personalized, a consumer within the European Union has the right to withdraw from the purchase within 14 calendar days after receipt of the item without giving any reason. When multiple items from one order are delivered separately, the withdrawal period begins on the day after you receive the last item. To exercise this right, you must inform us within this period via an unambiguous statement that you wish to withdraw from the purchase. This can be done by email via: returns@xarcana.com. You can also use the model withdrawal form included at the bottom of this policy for this purpose. Use of that form is not mandatory. After you have informed us of your decision to withdraw, you must return the item without undue delay and at the latest within 14 calendar days. The deadline is met if you dispatch the item before this period of 14 calendar days has expired.
2. CONDITION OF RETURNED ITEMS
During the withdrawal period, you may only inspect, handle, and try on the item as would reasonably be possible in a physical store. The item must be handled with care and preferably returned: unworn, except for a brief assessment of the fit; unused; clean; undamaged; complete, including all supplied parts and accessories; and, as far as reasonably possible, in the original packaging. The lack of original packaging does not automatically lead to refusal of the right of withdrawal. You are, however, liable for any diminished value resulting from handling the item beyond what is necessary to establish its nature, characteristics, functioning, and fit. Signs of actual wear or use (such as scratches, stretching, dirt, damage, or odor) may give cause for a reasonable reduction in value, which will be deducted from the amount to be refunded. Please preferably include your proof of purchase or order number with the return shipment.
3. RETURN ADDRESS AND SHIPPING
Return shipments must be sent to: Xarcana Attn: Davy Goovaerts, Duffelstraat 21, 2860 Sint-Katelijne-Waver, Belgium. We recommend sending the return shipment with a trackable shipping method and keeping the proof of postage. Xarcana is not responsible for return shipments that are lost or damaged before they are received by us, unless the risk lies with Xarcana according to applicable law.
4. COSTS OF RETURN SHIPPING
The direct costs of returning items under the statutory right of withdrawal are borne by the customer. This does not apply when: the item was delivered defective or damaged; the wrong item was delivered; the item does not correspond to the order; or the return is necessary due to an error by Xarcana. In those cases, Xarcana will bear the reasonable return costs or provide you with further instructions for a free return.
5. EXCLUSION CLAUSE: CUSTOM AND PERSONALIZED ITEMS
According to Art. VI.53, 3° WER, the statutory right of withdrawal does not apply to goods that are manufactured to consumer specifications or clearly intended for a specific person. At Xarcana, this includes among others: bracelets specially assembled according to the wrist size chosen or specified by the customer; bracelets of which the number of beads, length, or composition is adjusted to the individual size of the customer; specially ordered versions; items with a personal engraving; items with an individual serial number specifically linked to the order; and other personalized or individually manufactured items. These items cannot be returned or exchanged due to a change of preference, an incorrectly chosen or specified size by the customer, or any other reason not related to a defect or error by Xarcana. This exclusion does not affect your statutory warranty rights when the item is defective, delivered damaged, or does not correspond to the order.
6. INCORRECTLY SPECIFIED WRIST SIZE
The customer is responsible for correctly measuring and communicating the wrist size according to our measurement instructions. When a bracelet has been correctly manufactured according to the size chosen or specified by the customer, but this size later turns out to be unsuitable due to an incorrect measurement or choice by the customer, there is no automatic right to return, exchange, or free adjustment. Xarcana may in that case, if technically possible, voluntarily offer a paid adjustment. Any adjustment, material, and shipping costs will be communicated to the customer in advance. When Xarcana has delivered a size other than the one stated on the order, this is considered an error by Xarcana and we will seek an appropriate solution at no cost.
7. DAMAGED, DEFECTIVE, OR INCORRECTLY DELIVERED ITEMS
Check your order as soon as possible upon receipt. Contact us via returns@xarcana.com when the item is delivered damaged, defective, or incorrect. State in your message: your name; your order number; a clear description of the problem; and, if relevant, clear photos of the item, the packaging, and the shipping label. We will assess the situation and offer an appropriate solution according to your statutory warranty rights (repair, adjustment, replacement, price reduction, or refund).
8. EXCHANGES
We do not offer direct exchanges for items that fall under the standard right of withdrawal. When you wish to exchange a non-custom item, return the original item and place a new order. Custom items and personalized items cannot be exchanged due to a change of preference or an incorrect size choice.
9. REFUND PROCEDURE
In the event of a valid withdrawal, we will refund all received payments, including the original standard shipping costs, at the latest within 14 calendar days after being informed of your decision to withdraw. Extra costs resulting from your choice of a more expensive shipping method (such as express delivery) will not be refunded. We may withhold reimbursement until we have received the goods back or until you have supplied evidence of having sent back the goods. The refund will be carried out using the same payment method used for the original transaction, without charging any fees for this.
10. PARTIAL RETURNS
When you return only part of an order, solely the purchase amount of the returned items will be refunded. The original shipping costs will not be refunded in the case of a partial return.
11. SALE AND PROMOTIONAL ITEMS
Non-custom items purchased during sales or promotions retain the statutory right of withdrawal. Custom items remain excluded from the right of withdrawal during promotions as well.
12. GIFT CARDS
For digitally delivered unused gift cards, the statutory right of withdrawal applies within 14 days of purchase. A gift card that has already been fully or partially used can no longer be refunded.
13. STATUTORY WARRANTY AND CONFORMITY
This policy does not limit your statutory warranty rights. The statutory 2-year warranty also applies to custom items in case of a manufacturing defect, material defect, or incorrect execution. Normal wear and tear, damage due to improper use, water or chemical damage, or damage caused after delivery are not covered by the warranty.
14. COMPLAINTS AND DISPUTE RESOLUTION
In case of complaints, you can contact returns@xarcana.com. Consumers within the EU can also use the European Commission's Online Dispute Resolution (ODR) platform via http://ec.europa.eu/consumers/odr for an unresolved dispute, or contact the Belgian Consumer Ombudsman Service via www.consumentenombudsdienst.be.
15. CONTACT AND COMPANY DETAILS
Trade name: Xarcana. Legal entity: Davy Goovaerts, sole proprietorship. Registered address: Duffelstraat 21, 2860 Sint-Katelijne-Waver, Belgium. Email for returns: returns@xarcana.com. Phone number: +32491238119 Company number: 1038.035.503. VAT number: BE 1038.035.503.
16. MODEL WITHDRAWAL FORM
(Complete and return this form only if you wish to withdraw from the contract)
To: Xarcana (Attn: Davy Goovaerts)
Duffelstraat 21
2860 Sint-Katelijne-Waver
Belgium
Email: returns@xarcana.com
I hereby give notice that I withdraw from my contract of sale of the following goods: ..................................................................................................................................
Ordered on: ........................................ Received on: ........................................
Name of consumer: ................................................................................................
Address of consumer: ................................................................................................
Order number: ....................................................................................................
Signature of consumer (only if this form is submitted on paper): ..................................................................................................................................
Date: ........................................