Return Policy – Twilight Designs 3D

Effective Date: 01-05-2025

At Twilight Designs 3D, your satisfaction is our priority. This Return Policy outlines your rights and our procedures for returns, in accordance with Belgian and EU consumer protection laws.

1. Right of Withdrawal (EU Consumer Law)

If you are a consumer located within the European Union, you have the legal right to withdraw from your purchase within 14 calendar days from the day you receive your order — no explanation required.

Exceptions:

The right of withdrawal does not apply to:

Custom-made or personalized products, including 3D-printed items designed based on your specifications.

If you purchased a personalized product, it cannot be returned or refunded unless it is faulty or damaged upon arrival.

2. How to Initiate a Return

To exercise your right of withdrawal:

Notify us via email within 14 days of receiving your item.
- Email: clement@e-solutions.systems
Clearly state:
- Your full name and address
- Order number
- The item(s) you wish to return
- Reason for return (optional, but appreciated)
Send the item back within 14 days of notifying us.

3. Return Conditions

Items must be unused, undamaged, and returned in their original packaging.
Include all accessories, manuals, and labels if applicable.
You are responsible for return shipping costs unless the item is defective or incorrect.

4. Refunds

Refunds are issued within 14 days of receiving the returned item or proof of return.
The refund will be made using the original payment method.
We reserve the right to deduct loss in value if the returned item is used, incomplete, or damaged.

5. Damaged or Faulty Items

If your item is damaged or faulty on arrival:

Contact us within 48 hours of receiving it.
Provide clear photos and a description of the issue.
We will either:
- Replace the item,
- Repair it, or
- Issue a full refund, depending on the situation.

All products are covered by a 2-year legal warranty under Belgian and EU law.