RETURNS AND COMPLAINTS

Right of Withdrawal – 14 Days

A Customer who is a consumer has the right to withdraw from a distance contract within 14 calendar days, without giving any reason, subject to the exceptions provided for under applicable law.

In the case of the sale of a product, the withdrawal period begins on the day following the day on which the Customer, or a third party designated by the Customer other than the carrier, physically receives the product.

To exercise the right of withdrawal, the Customer must inform MODE LIBRE of their decision before the withdrawal period expires by sending an unequivocal statement to:

modelibreinfo@gmail.com

The Customer may use the model withdrawal form provided by MODE LIBRE; however, use of this form is not mandatory.

Upon receiving the Customer's notice of withdrawal, MODE LIBRE will confirm receipt.

Returning a Product

After informing MODE LIBRE of the decision to withdraw from the contract, the Customer must return the product without undue delay and no later than 14 days from the date on which the Customer informed MODE LIBRE of the withdrawal.

Before returning a product, please contact modelibreinfo@gmail.com to receive the current return instructions.

The direct cost of returning the product is borne by the Customer, unless MODE LIBRE expressly informs the Customer that MODE LIBRE will cover the return cost. Information that the consumer bears the direct cost of return must be provided before the contract is concluded.

We recommend using a tracked shipping service and retaining proof of postage, particularly for high-value products.

Condition of Returned Products

The Customer has the right to inspect and handle the product to the extent necessary to establish its nature, characteristics and functioning.

The Customer is responsible for any diminished value of the product resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.

Opening the parcel or examining the product to the extent that would normally be permitted in a physical store does not automatically result in the loss of the right of withdrawal.

Refunds

In the event of a valid withdrawal from the contract, MODE LIBRE will reimburse the Customer for all payments that must be refunded under applicable law, including the cost of the least expensive standard delivery method offered by MODE LIBRE.

If the Customer selected a delivery method that is more expensive than the least expensive standard delivery method offered by MODE LIBRE, the additional costs resulting from the Customer's choice of the more expensive delivery method are not required to be reimbursed.

The refund will be made no later than 14 days from the date on which MODE LIBRE is informed of the Customer's decision to withdraw from the contract.

MODE LIBRE may withhold reimbursement until the returned product has been received or until the Customer provides evidence that the product has been sent back, whichever occurs first.

The refund will be made using the same payment method used by the Customer for the original transaction, unless the Customer expressly agrees to another method of reimbursement.

MODE LIBRE will not replace a refund due to the Customer with a voucher or store credit without the Customer's consent.

Vintage and Pre-Owned Products

Products offered by MODE LIBRE are generally used, vintage or pre-owned products, unless expressly stated otherwise in the description of a particular product.

Due to their nature, products may show signs of previous use and age, including scratches, discolouration, patina, marks on hardware, natural wear to leather or fabric, and other individual characteristics resulting from previous use.

MODE LIBRE makes every effort to describe each product individually and accurately and to disclose material known signs of use in the product description and/or photographs.

Before purchasing, the Customer should carefully review the full product description, information concerning its condition and the accompanying photographs.

Complaints and Statutory Guarantee of Conformity

Products sold by MODE LIBRE to consumers are subject to Belgian statutory guarantee of conformity rules.

For used products sold by MODE LIBRE, the statutory guarantee period is limited to 1 year from the date of delivery of the product to the Customer, provided that this limitation has been clearly and unambiguously agreed with the Customer before purchase.

If such a limitation has not been validly agreed with the Customer, the statutory 2-year guarantee period applies. Under Belgian law, the statutory guarantee period for used goods may be reduced, but never to less than one year, provided that the Customer has been clearly informed and the reduction has been validly agreed.

The statutory guarantee is provided free of charge and remains the responsibility of the seller, MODE LIBRE.

Product Condition and Complaints

Normal signs of previous use of a vintage or pre-owned product do not automatically constitute a lack of conformity.

When assessing conformity, account is taken, among other things, of the description of the specific product, its nature as a used product, the information provided to the Customer before purchase and the applicable rules concerning conformity of goods.

MODE LIBRE individually describes material known signs of use and imperfections for each product.

These provisions do not restrict the Customer's statutory rights in the event of an actual lack of conformity of the product.

How to Submit a Complaint

If the Customer discovers that a product does not conform to the contract, the Customer should inform MODE LIBRE as soon as reasonably possible and within the time limits provided by applicable Belgian law.

Complaints may be submitted by email to:

modelibreinfo@gmail.com

To facilitate the handling of a complaint, we kindly ask the Customer, where possible, to provide the order number, product name, description of the issue and, where helpful in assessing the issue, photographs of the product.

Failure to provide photographs does not in itself affect or limit the Customer's statutory rights.

Customer's Rights in the Event of Lack of Conformity

If a product does not conform to the contract, the Customer is entitled to the remedies provided for under applicable law.

In the first instance, these may include repair or replacement of the product, where the relevant remedy is possible and appropriate under applicable law.

If repair or replacement is impossible, disproportionate, or if other statutory conditions are met, the Customer may be entitled to an appropriate price reduction or termination of the contract and reimbursement of the amount due.

Due to the unique nature of vintage products, replacement with an identical item may not always be possible. This does not restrict any other statutory rights available to the Customer.