Shipping & Returns

Shipping Policy

We currently ship to addresses in Belgium and the Netherlands.

​

Orders are carefully packaged and shipped to the delivery address provided by the customer during checkout. Free shipping is available on orders of €50 or more delivered within Belgium and the Netherlands. Orders within Belgium are shipped using bpost, while orders to the Netherlands are shipped using PostNL.  The estimated processing time is approximately 2-7 business days.  Once dispatched, the average estimated delivery times are:

Belgium: approximately 2 business days
Netherlands: approximately 3 business days

​

Shipping costs are clearly displayed during checkout before the order is placed.

Delivery times are estimates only. Heylen Custom 3D Printing cannot be held responsible for delays caused by the shipping carrier or circumstances outside our reasonable control.

 

Customers are responsible for providing a complete and accurate delivery address. Any additional shipping costs caused by an incorrect or incomplete address may be charged to the customer.

​

Please inspect your order upon delivery. If a package or product arrives visibly damaged, please contact us as soon as possible, preferably within 48 hours, at heylencustom3Dprinting@gmail.com and include clear photographs of:

• the outer packaging;

• the shipping label;

• the damaged product; and

• any internal packaging.​

​

Reporting damage within 48 hours helps us investigate the matter with the shipping carrier. This request does not limit any mandatory legal rights you may have.

​

Right of Withdrawal and Returns

If you are a consumer, you generally have the right to withdraw from the online purchase of a standard product within 14 calendar days without providing a reason.

​

The withdrawal period begins on the day after you, or a third party designated by you other than the carrier, receives the product.

​

To exercise your right of withdrawal, you must inform us of your decision before the withdrawal period expires by sending a clear statement to:

​

Email: heylencustom3Dprinting@gmail.com

You may use the statutory model withdrawal form, but this is not mandatory.

​

After notifying us of your withdrawal, you must return the product within 14 calendar days to:

Heylen Custom 3D Printing – Heylen Ben Projects

Bevrijdingslaan 8, 2350 Vosselaar, Belgium

​

Unless the product is incorrect, damaged, defective, or otherwise non-conforming, the direct cost of returning the product is the customer’s responsibility.​

​

The customer is responsible for returning the product securely packaged. Where reasonably possible, the product should be returned in its original condition and packaging.

​

You may inspect and handle the product only to the extent necessary to determine its nature, characteristics, and functioning, as you would reasonably be permitted to do in a physical shop. If the product has been handled more than necessary, you may be responsible for any resulting reduction in value.

Refunds

Following a valid withdrawal, we will refund:

• the purchase price of the returned product; and

• the original delivery cost, limited to the cost of our least expensive standard delivery option.

​

Any additional amount paid for a more expensive or express delivery method will not be refunded.

​

The refund will be made no later than 14 calendar days after we are informed of your decision to withdraw.

However, we may withhold the refund until we have received the returned product or until you provide sufficient proof that the product has been sent back, whichever occurs first.

​

Refunds will be made using the same payment method used for the original transaction, unless otherwise expressly agreed. You will not be charged a fee for the refund.

​

Personalized and Custom-Made Products

The right of withdrawal does not apply to products that are:

• made according to the customer’s individual specifications; or

• clearly personalized for the customer.

​

This may include, for example, products featuring:

• a personal name or text;

• a customer-provided logo;

• custom measurements;

• a unique design modification;

• a specially requested combination of colors; or

• another individual adjustment made specifically for the customer.

​

By ordering such a personalized or custom-made product, the customer acknowledges that the statutory right of withdrawal does not apply once the order has been accepted and production has begun.

​

A product is not automatically excluded from the right of withdrawal merely because it is 3D printed after the order is placed. A standard product offered in our usual range, without individual personalization or customer-specific modifications, will normally remain subject to the statutory right of withdrawal. The EU exception concerns goods made to the consumer’s specifications or clearly personalized, rather than every item manufactured after purchase. 

​

Incorrect, Damaged or Defective Products

If you receive an incorrect, damaged, defective, or non-conforming product, please contact us as soon as possible at:

heylencustom3Dprinting@gmail.com

​

Please include your order details, a description of the problem, and clear photographs where relevant. We will review the issue and provide an appropriate solution in accordance with applicable consumer law.

​

Depending on the circumstances, the available remedy may include repair, replacement, an appropriate price reduction, or a refund.

​

The customer will not be responsible for reasonable return costs where the product supplied is incorrect, damaged, defective, or otherwise non-conforming.

​

Nothing in this Shipping & Returns Policy excludes, restricts, or replaces the customer’s mandatory statutory rights. Consumers are entitled to the applicable Belgian legal guarantee for consumer goods. The Belgian legal guarantee generally covers a lack of conformity appearing within two years of delivery. 

​

Contact

For questions concerning shipping, withdrawals, returns, refunds, or defective products, please contact:

Heylen Custom 3D Printing – Heylen Ben Projects
Email: heylencustom3Dprinting@gmail.com
Business address: Bevrijdingslaan 8 Vosselaar 2350
Company number: 0832.411.240