Return & Refund

Return & Refund Policy

Last Updated: March 2026

1. 30-Day Return Period

We want you to be completely satisfied with your purchase. While Belgian law guarantees a standard 14-day withdrawal period, we have extended this right to 30 days.

You have 30 calendar days from the day you (or a third party indicated by you) receive or pick up the goods to initiate a return.

2. Return Costs & Method

Returns are 100% Free of Charge. We will provide you with a pre-paid shipping label regardless of your location within the European Union.

Important Note Regarding Local Pick-up: Even if you originally chose to pick up your order locally at our premises, all returns must be processed via our carrier network using the provided pre-paid label. We do not accept in-person physical returns at our store or warehouse.

3. Conditions for Return

To qualify for a full refund, the following conditions must be met:

• State of the Product: You may unpack and inspect the product to establish its nature, characteristics, and functioning (just as you would in a physical store). However, the product must not be used beyond what is strictly necessary for this inspection.
• Packaging: Products must be returned in their original packaging, complete with all accessories, manuals, and cables. Returning an item without its original protection or with missing parts may result in a deduction from your refund (Diminished Value) equal to the loss in value.
• Prohibited Actions: You cannot return sealed goods that were unsealed after delivery which are not suitable for return due to health protection or hygiene reasons (e.g., in-ear headphones if the seal is broken), or software where the security seal has been broken.

4. How to Initiate a Return

The process is simple and automated:

1. Contact Us: Send an email to sales@elch.be with your Order Number.
2. Receive Label: Our support team will validate your request and email you a PDF Pre-paid Return Label.
3. Pack & Ship: Print the invoice (or the return slip provided) and place it inside the box. Stick the return label on the outside of the package and drop it off at the carrier point indicated on your label.

5. Refunds

Once your return is received and inspected at our logistics center:

• We will notify you by email that we have received your returned item.
• We will initiate the refund to your original method of payment (Credit Card, PayPal, or Bank Transfer).

Timing:

• Legal Maximum: We guarantee to process the refund within a maximum of 14 days from the moment we are informed of your decision to withdraw (provided we have received the goods back or proof of shipment).
• Average Time: Usually, you will see the funds back in your account within 5 business days after the return arrives at our facility.

6. Damaged or Defective Items

If you received a product that was damaged in transit or defective out of the box:

• Please contact us within 24 hours of delivery or pick-up.
• Send clear photos of the damage to sales@elch.be.
• We will arrange an immediate replacement or a full refund, covering all associated shipping costs.

Annex: Model Withdrawal Form

(You may use this form if you prefer not to contact us via email, though using the standard process above is faster).