Refund & Returns Policy
We want buying art from Woeste Wortel to feel personal, clear and safe. The policy below explains statutory withdrawal rights, returns, damaged orders and the specific treatment of commissioned work.
1. Right of withdrawal for EU consumers
If you are a consumer in the European Union and you buy a standard product online, you generally have the right to withdraw from the purchase within 14 calendar days after the day you, or a third party designated by you other than the carrier, physically receives the goods. You do not need to give a reason.
To exercise this right, send a clear statement to info@woestewortel.com before the 14-day period expires. You may use the model withdrawal form included on this website, but using that exact form is not mandatory.
After notifying us that you are withdrawing, you must send the goods back without undue delay and no later than 14 days after the day on which you informed us of the withdrawal.
2. Which products can be returned under the withdrawal right?
The statutory withdrawal right applies to standard online purchases such as existing original artworks, drawings, standard art prints, stickers and apparel, unless a specific legal exception applies.
An artwork is not automatically excluded from the right of withdrawal merely because it is unique, handmade, original, signed or part of a limited edition.
3. Commissions and personalised products
The statutory 14-day withdrawal right does not apply to goods made to the customer’s specifications or clearly personalised. This includes commissioned artworks created specifically for an individual customer based on their request, agreed specifications or personal input.
This exception concerns change-of-mind withdrawal. It does not remove mandatory consumer rights if a commissioned product is defective, damaged in transit or does not conform to what was agreed.
4. Condition of returned products
You may inspect a product as you reasonably would in a physical shop. You are responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.
For apparel, normal fitting is allowed. Clothing should not be worn beyond fitting, washed, altered, stained or damaged.
For artworks, prints and other fragile items, please preserve the condition of the work and package it carefully for the return journey. Where reasonably possible, reuse the protective packaging supplied with the order. If that is not possible, use packaging that provides equivalent protection.
5. Artistic characteristics and existing marks
Woeste Wortel artworks are made through an expressive artistic process. Depending on the work and materials used, an original piece may intentionally or inherently include paint marks, texture, uneven or raw edges, small creases, dog-eared corners, scratches, folds, small tears or other visible traces of its creation and handling in the studio.
Where these characteristics are visible, inherent to the artwork and/or disclosed in the product description or photographs before purchase, they form part of the individual character and condition of the work and are not treated as transport damage or an undisclosed defect.
This does not affect your statutory rights if the item arrives with new damage that was not part of the work when sold, or if the product otherwise does not conform to the description.
6. Return shipping costs
For a valid change-of-mind withdrawal, the customer bears the direct cost of returning the goods, provided this was communicated before purchase.
If goods cannot normally be returned by regular post because of their size or nature, an estimate of the direct return cost will be provided on the relevant product page or before the purchase is concluded.
If a product is defective, incorrect or damaged during delivery, the necessary return or remedy costs are borne by Woeste Wortel as required by applicable consumer law.
For valuable or fragile art, tracked and appropriately insured return shipping is strongly recommended.
7. Refunds after withdrawal
When you validly exercise the statutory right of withdrawal, we will reimburse payments received from you, including the cost of the least expensive standard delivery method offered for the original order. Extra costs resulting from your choice of a more expensive delivery method, such as express or special premium delivery, do not have to be reimbursed.
Reimbursement will be made without undue delay and no later than 14 days after we are informed of your decision to withdraw. We may withhold reimbursement until we have received the goods back or until you provide evidence that you have sent them back, whichever occurs first.
Refunds are made using the same payment method used for the original transaction unless another method is expressly agreed.
8. Damaged, defective or incorrect orders
If an order arrives damaged, defective or incorrect, please contact info@woestewortel.com as soon as possible with your order number and, where possible, clear photographs of the item and packaging.
For transport claims, we appreciate receiving notice within 48 hours where reasonably possible because this can help us document the issue with the carrier. Missing that requested 48-hour window does not remove statutory consumer rights.
Woeste Wortel will assess the situation and provide an appropriate remedy in accordance with applicable consumer law. Depending on the item and circumstances, this may include repair where possible, replacement where possible, a price reduction or refund.
9. Return address
Please contact us before returning valuable or fragile artwork so we can provide appropriate packing and return instructions. This request is intended to make the process safer and does not limit your statutory right of withdrawal.
Returns should be sent to: Woeste Wortel - Schotelstraat 53 bus 001 - 3511 Stokrooie (Hasselt) - Belgium.
Contact: info@woestewortel.com
Model Withdrawal Form
Only complete and return this form if you wish to withdraw from the contract. A consumer may also use another clear statement of withdrawal.
To: Woeste Wortel / Starterslabo Limburg & Vlaams-Brabant cv so - Starterslabo Limburg
Email: info@woestewortel.com
Return address: Schotelstraat 53 bus 001, 3511 Stokrooie (Hasselt), Belgium
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
________________________________
________________________________
Order number: ________________________
Ordered on: ________________ Received on: ________________
Name of consumer(s): ________________________
Address of consumer(s): ________________________
________________________________
Email: ________________________
Signature of consumer(s) (only if this form is submitted on paper):
________________________________
Date: ________________________
