Store Policy

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Heylen Custom 3D Printing Store Policy

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Orders and Production

Our products are carefully created using 3D-printing technology. Small visible layer lines, minor surface variations, or slight differences in color may occur. These are normal characteristics of the 3D-printing process and are not considered manufacturing defects.

Because many products are made after an order is placed, the average production and processing time is 2 to 7 business days. Larger, high-volume, or fully customized orders may require additional time. Where applicable, the customer will be informed of the estimated production time.

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Shipping

We currently ship to Belgium and the Netherlands. Available shipping methods and costs are clearly displayed during checkout.

Once an order has been dispatched, the customer will receive a shipping confirmation and tracking information where available.

Any stated delivery times are estimates only. We are not responsible for delays caused by the delivery carrier or circumstances outside our reasonable control. However, we are happy to assist when a parcel appears to be unusually delayed.

Customers must check that the delivery address is complete and correct before placing their order. Please contact us as soon as possible if an incorrect address has been provided. We cannot guarantee that an address can be changed after production or shipment has begun.

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Right of Withdrawal and Returns

Consumers generally have the right to withdraw from the online purchase of a standard, non-personalized product within 14 calendar days after receiving it, without providing a reason. After informing us of the withdrawal, the customer has a further maximum of 14 calendar days to return the product. 

To exercise this right, the customer must notify us by email before the withdrawal period expires.

Returned products must be securely packaged and, where reasonably possible, returned in their original condition and packaging.

The customer may inspect and handle the product only to the extent reasonably necessary to determine its nature, characteristics, and functioning, similar to what would be permitted in a physical shop. The customer may be responsible for any reduction in value caused by handling beyond what is necessary.

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

Returns must be registered with us by email before being sent. Parcels sent without sufficient postage will not be accepted.

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Personalized and Custom-Made Products

The right of withdrawal does not apply to products made according to the customer’s individual specifications or products that are clearly personalized. Personalized goods are among the recognized exceptions to the standard 14-day withdrawal right. 

This may include products featuring:

• a personal name or text;

• a customer-provided logo or image;

• specially requested measurements;

• a fully customized design; or

• other clearly personal or customer-specific modifications.

These products cannot be returned or exchanged unless they were supplied damaged, incorrect, defective, or otherwise non-conforming.

Selecting from our standard available colors or standard sizes does not automatically constitute personalization.

A standard product is also not automatically considered personalized merely because it is 3D printed after the order is placed.

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Refunds

Following a valid withdrawal, we will refund the purchase price and the original standard delivery cost.

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

The refund will be issued no later than 14 calendar days after we are informed of the customer’s decision to withdraw. However, we may withhold the refund until we have received the returned product or the customer has provided valid proof that it has been sent back.

Refunds will be made using the same payment method used for the original transaction, unless otherwise expressly agreed.

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Damaged, Incorrect or Incomplete Products

If you receive a damaged, incorrect, defective, or incomplete product, please contact us as soon as possible and provide clear photographs of:

• the product;

• the packaging;

• the shipping label; and

• the damage, defect, missing item, or other issue.

After reviewing the information, we will provide an appropriate solution in accordance with applicable consumer law. This may include repair, replacement, a price reduction, or a refund.

This policy does not restrict or replace the customer’s statutory consumer rights.

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Legal Guarantee

Consumers are entitled to the applicable Belgian legal guarantee for lack of conformity. For new consumer goods, this generally applies where a lack of conformity becomes apparent within two years of delivery. 

The legal guarantee applies where a product does not conform to the sales agreement. It does not generally cover damage caused by:

• normal wear and tear;

• improper use or storage;

• accidental drops or impacts;

• exposure to excessive heat;

• use contrary to the product instructions; or

• alterations or repairs made by the customer or another third party.

Nothing in this policy excludes rights that cannot legally be excluded under Belgian consumer law.

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Use and Care of 3D-Printed Products

Unless expressly stated otherwise in the product description, our products are decorative or general-use items.

They are not automatically suitable for:

• use as toys;

• direct contact with food or beverages;

• use in a dishwasher or microwave;

• exposure to open flames or high temperatures;

• prolonged exposure to strong direct sunlight;

• outdoor use; or

• any safety-critical purpose.

Customers must follow any product-specific care or safety instructions included in the product description or supplied with the order.

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Contact and Business Information

Trading name: Heylen Custom 3D Printing
Registered business: Heylen Ben Projects
Address: Bevrijdingslaan 8, 2350 Vosselaar, Belgium
Enterprise number: 0832.411.240
VAT number: BE 0832.411.240 
Email: heylencustom3Dprinting@gmail.com