Refund policy

General Terms and Conditions of Sale – Return Policy

Purpose and Scope
These General Terms and Conditions of Sale (GTCS) define the return procedures for products purchased on our website.

Right of Withdrawal
In accordance with Belgian and European legislation on distance selling, the customer has a 14-day right of withdrawal from the date of receipt of the order to return any item that does not fit, except for sale items. This right applies only to non-professional customers.

Return Conditions
Returned products must be in their original condition, unworn, unwashed, and with all original tags and packaging. Any return that does not comply with these conditions may be refused or subject to a partial refund. Sale items are neither returnable nor exchangeable.

Return Procedure

To initiate a return, the customer must contact our customer service by email at office@reservoir-store.com or via the contact form available on the website.
Once the return is approved, the customer will receive instructions and a return address.
The customer is responsible for properly packaging the product to avoid any damage during transport.

Return Costs
Return shipping costs are the responsibility of the customer, except in cases of our error (defective item, incorrect order). It is recommended to keep proof of shipment for any return, as we cannot be held responsible for items lost or damaged during transport.

Refund
After receiving and inspecting the returned items, we will process the refund within 10 business days, using the same payment method as the original order. The refund will cover only the price of the returned item(s), excluding original shipping fees and return costs.

Exceptions
Certain products may be excluded from the right of return for hygiene reasons or if the product has been customized. These exceptions will be specified on the product page where applicable.

Modification of the GTCS
We reserve the right to modify these General Terms and Conditions of Sale at any time. The version in effect at the time of purchase will apply to the return.