Refund policy

Returns, refunds and withdrawal

Updated 7 October 2026. Contact makochan.store@gmail.com with your order number. Our business contact details are in the legal notice. This policy does not limit mandatory consumer rights or more favourable commitments applicable to an order already placed.

14-day withdrawal period

We offer a 14-day return period after receipt for eligible goods. EU consumers buying online have a statutory right to withdraw without giving a reason, subject only to applicable legal exceptions. The period expires 14 calendar days after you, or a person you nominate other than the carrier, receives the goods. For several goods ordered together but delivered separately, it runs from receipt of the last item; for a good delivered in lots or pieces, from the last lot or piece. You may also withdraw before delivery. Any longer statutory period remains available.

How to notify us

Use the website’s “Withdraw from contract” button, or notify us by a clear statement sent by email to makochan.store@gmail.com or by post to our address in the legal notice. You may use the model form below, but it is optional. Your notice must be sent before the deadline. Valid statutory withdrawal does not depend on our approval, a reason, photographs or use of a particular form. We acknowledge electronic withdrawal notices on a durable medium, such as email, without delay.

Sending goods back

Unless we offer collection or confirm no return is needed, send the goods back without undue delay and no later than 14 days after notifying us of withdrawal. The deadline is met if you send them before that period expires. Contact us promptly for routing instructions; requesting instructions does not replace your withdrawal notice or make withdrawal subject to approval. Retain proof of sending.

Designated return warehouse:
Room 501, No.21 Jin Keng Industrial Zone Road, Nancun Town, Panyu District, 511422, Guangzhou, Guangdong, China.

Change-of-mind return costs: you bear the direct cost of return postage where we informed you of this before purchase, unless we agreed to cover it. The designated warehouse is in China, so international return costs may be significant. Where goods cannot normally be returned by post, any required cost estimate must be provided before purchase. You are not responsible for costs that the law requires us to bear or that were not disclosed as required.

Faulty, damaged, incorrect or misdescribed goods: contact us for a remedy and return or collection instructions. We bear the necessary costs of the statutory remedy, including required return transport.

Inspection, packaging and condition

You may inspect goods as necessary to establish their nature, characteristics and functioning. Please return all parts and accessories and keep the original packaging where possible. Missing packaging, opened ordinary packaging or handling beyond inspection do not automatically remove statutory withdrawal rights. You may be responsible for a reduction in value caused by handling beyond what was necessary, only where permitted by law and after the required withdrawal information was given.

Exceptions

Withdrawal exceptions apply only where the law permits them. Relevant examples are goods genuinely made to your specifications or clearly personalised; goods liable to deteriorate or expire rapidly; and sealed goods unsuitable for return for health or hygiene reasons after they have been unsealed. Coffee, food, collectibles and clothing are not automatically excluded as entire categories. We assess the actual product and legal exception.

A standard item ordered specially from a supplier, a preorder, an import, or a sale item is not excluded merely for that reason. Gift cards remain subject to applicable mandatory rights; they are not covered by a blanket statutory exclusion. None of these exceptions removes rights relating to faulty or non-conforming goods.

Refund timing and method

For statutory withdrawal, we reimburse without undue delay and within 14 days after being informed of your decision. Unless we offer collection, we may withhold reimbursement until we receive the goods back or you provide evidence of returning them, whichever is earlier.

For withdrawal from the whole order, the refund includes the least expensive standard delivery charge we offered. Extra costs of an expressly chosen premium delivery option need not be reimbursed. For partial withdrawal, any delivery-cost refund depends on the charges attributable to the returned goods and applicable law.

We use the original payment method unless you expressly agree to another method, without a refund fee. We do not impose store credit instead of a statutory monetary refund. No handling or restocking fee applies to statutory withdrawal or a statutory remedy for non-conforming goods. Payment providers may take additional processing time to show a credit.

Faulty goods and legal guarantee

The legal guarantee is separate from the 14-day change-of-mind period. Under Belgian law, new consumer goods generally have a two-year conformity guarantee from delivery. Notify us of a defect promptly and, under the Belgian rules, within two months of discovering it. Repair or replacement must be without charge, within a reasonable time and without significant inconvenience, subject to what is possible and proportionate. A price reduction or termination with a refund is available when the legal conditions are met. We remain responsible as the seller; supplier policies do not replace your rights. Other mandatory protections applicable to your purchase remain unaffected.

Late delivery and cancellation

See our shipping information and FAQ. A delay notice does not extend an existing contractual deadline without agreement. If you are entitled to end the contract for non-delivery, we refund the amounts due without undue delay.

Exchanges and earlier commitments

For a change of size or colour, contact us about returning the eligible item and making a separate purchase. This does not limit replacement rights for non-conforming goods. We will honour more favourable commitments applicable to existing orders, including any applicable earlier promise that no return would be required.

Model withdrawal form

Use this only if you want to withdraw; an equally clear statement is also valid.

To: Makochan.store, Mandsteenweg 5, 1785 Merchtem, Belgium; email: makochan.store@gmail.com.
I/We hereby notify you that I/we withdraw from my/our contract of sale for the following goods: …
Ordered on / received on: …
Order reference (if available): …
Name of consumer(s): …
Address of consumer(s): …
Date: …
Signature of consumer(s), only if sent on paper: …
Delete whichever does not apply.