Returns and Refunds Policy

At Atelier Eli Créations, our products are made and personalised to order, according to each customer's individual requirements and preferences.

Our aim is to ensure that every order is prepared correctly and that consumers are aware of their rights under applicable Belgian and European legislation.

1. Personalised Products and the Right of Withdrawal

In accordance with Article VI.53, 3°, of the Belgian Code of Economic Law, the statutory right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised.

At Atelier Eli Créations, products require individual personalisation requested by the customer, such as the addition of names, text, photographs, designs or other specific features.

Therefore, where a product meets the requirements of this legal exception, the consumer cannot exercise the 14-day right of withdrawal simply because they have changed their mind.

Manufacturing a product to order or choosing from standard options does not, in itself, exclude the right of withdrawal.

The exclusion applicable to clearly personalised products will be communicated before the purchase is completed.

This exception does not limit consumers' statutory rights in the event of defective, damaged, incorrect or non-conforming products.

2. Right of Withdrawal Where Applicable

Where a product does not fall within a legal exception, the consumer has 14 calendar days from receipt of the product to withdraw from the contract without giving any reason.

To exercise this right, the consumer must inform Atelier Eli Créations of their decision by means of an unequivocal statement, for example by email, or by using the standard withdrawal form.

The official form is available at the following link:

Standard Withdrawal Form — FPS Economy (PDF)

Use of this form is not compulsory.

Where legally required, consumers may also exercise their right of withdrawal using the function provided for this purpose in our online shop, with confirmation that their withdrawal declaration has been received.

Once the withdrawal has been communicated, the consumer has a further 14 calendar days to return the product.

The direct costs of returning the product shall be borne by the consumer, provided they were informed of this obligation in advance, unless Atelier Eli Créations has agreed to bear these costs.

The consumer shall only be liable for any diminished value of the product resulting from handling beyond what is necessary to establish its nature, characteristics and functioning.

3. Refunds Following Withdrawal

Where a consumer validly exercises their right of withdrawal, Atelier Eli Créations will refund the payments received, including the corresponding standard delivery charges.

We are not required to refund any additional costs resulting from the consumer's choice of a more expensive delivery method than the standard option offered.

The refund will be made within 14 calendar days of the date on which we receive notification of the withdrawal.

We may withhold the refund until we have received the returned product or until the consumer provides evidence of having sent it back, whichever occurs first.

The refund will be made using the same payment method used for the original purchase, unless expressly agreed otherwise, and without any additional cost to the consumer.

4. Cancellation of Personalised Orders

Due to the individual nature of our products, once an order has been confirmed, cancellation or modification simply because the customer has changed their mind cannot be guaranteed where the order is legally excluded from the right of withdrawal.

However, customers may contact Atelier Eli Créations to enquire whether a voluntary modification or cancellation is still possible.

Any acceptance of a voluntary cancellation will be expressly communicated to the customer.

This provision does not limit consumers' statutory rights in cases of breach of contract, failure to deliver or non-conforming products.

5. Products Damaged During Transport

If an order arrives damaged, we recommend contacting Atelier Eli Créations as soon as possible.

To help investigate the issue, we may request photographs of the product and, where available, its packaging.

The absence of the original packaging or photographs does not automatically result in the loss of the consumer's statutory rights.

Where transport has been arranged through shipping options offered by Atelier Eli Créations, the risk of loss or damage remains with the shop until the consumer, or a third party designated by the consumer other than the carrier, physically receives the product.

The relevant legal exception applies where the consumer independently arranges transport with a carrier not offered by Atelier Eli Créations.

Where applicable, we will arrange an appropriate remedy in accordance with the consumer's statutory rights, without requiring them to resolve the issue directly with the carrier.

6. Statutory Guarantee and Defective or Non-Conforming Products

All new consumer goods sold by Atelier Eli Créations are covered by the two-year statutory guarantee of conformity from the date of delivery, in accordance with Belgian legislation.

This guarantee also applies to personalised products.

If a consumer discovers a lack of conformity, they must notify us as soon as possible and, in any event, within two months of discovering it.

During the two years following delivery, it is presumed, unless proven otherwise and subject to the conditions laid down by applicable legislation, that the lack of conformity already existed at the time of delivery.

In the event of a lack of conformity covered by the statutory guarantee, the consumer may choose between free repair or replacement of the product, subject to the limitations established by applicable legislation.

These remedies will be provided within a reasonable period and without significant inconvenience to the consumer.

Where the relevant legal conditions are met, the consumer may request a proportionate price reduction or termination of the contract, with the applicable refund.

Termination of the contract is not available where the lack of conformity is minor, in accordance with applicable legislation.

The costs necessary to bring the product into conformity, including applicable transport costs, will be borne by Atelier Eli Créations.

The statutory guarantee period will be suspended during the repair or replacement period, in accordance with applicable legislation.

7. Personalisation Errors

Customers must carefully check the names, dates, text, photographs, designs and any other information they provide to personalise their orders.

Where Atelier Eli Créations sends a design proposal for approval, the customer must review the included elements before confirming it.

Errors arising exclusively from incorrect information provided or approved by the customer will not be attributable to Atelier Eli Créations, provided the delivered product conforms to the agreed specifications.

Approval of a design does not release Atelier Eli Créations from liability for production errors, manufacturing defects or other legally attributable failures to conform.

Where an error is attributable to Atelier Eli Créations, the rights and remedies provided under the statutory guarantee will apply.

8. Differences in Colour and Finish

Product colours may differ slightly from their appearance on screen due to device settings, materials and the printing or personalisation techniques used.

Minor variations inherent in the manufacturing process may also occur.

These circumstances do not exclude consumers' statutory rights.

Where a difference in colour, finish or characteristics constitutes a lack of conformity under applicable legislation, it will be addressed in accordance with the statutory guarantee.

9. Requests for Assistance

To report an issue relating to an order, customers may contact Atelier Eli Créations, providing the order number and a description of the problem where possible.

We may request additional information or photographs reasonably necessary to assess the issue.

Each request will be examined in light of the circumstances of the case and the applicable statutory rights, without imposing conditions that unduly restrict those rights.

10. Refunds Arising from Order Issues

Where a refund is legally due because of a lack of conformity, termination of the contract, failure to deliver or another reason provided for by applicable legislation, it will be issued within the relevant statutory timeframe.

Where a contract is terminated due to a lack of conformity, the refund will be made in accordance with the conditions and time limits established by Belgian legislation, at no cost to the consumer.

The refund will be made using the payment method originally used, unless another legally permitted method is expressly agreed upon.

This provision does not limit the consumer's right to receive any amounts legally due to them.

11. Contact

For any enquiry, withdrawal request or issue relating to an order, you can contact Atelier Eli Créations using the details published on our Contact Information page.

The rights set out in this policy apply without prejudice to any mandatory consumer protection provisions that may apply.

Last updated: 15 October 2026.