Right of Withdrawal

1. General

The Consumer enjoys a right of withdrawal, in accordance with the Distance Selling Regulations (DSR) and article VI.47 Belgian Code of Economic Law. The right of withdrawal provides the Consumer with the possibility to terminate the Sales Contract within fourteen (14) calendar days after the delivery. No motivation or penalty fee is required. PENDA welcomes your feedback in order to improve its services.

PENDA authorizes the Consumer to remove the delivered Products from their packaging in order to verify that they meet the Consumer’s expectations. However, PENDA does not accept that Products showing clear signs of use (including, but not limited to: stains, streaks, tears, odours, etc.) are returned by the Consumer.

If the Consumer applies his right of withdrawal in conformity to the legal conditions, PENDA will take care of the reimbursement of the amount actually paid for the Product within thirty (30) calendar days This also applies for orders placed during promotional offers. The Consumer will receive a voucher with a value equal to the amount of the initial order, with the exception of the shipping costs of the Products. The Consumer always has the right to refuse the voucher and demand a refund instead. In such a case, a refund will be given for the total value of the order, with the exception of shipping costs of the Products. The refund will be carried out by means of the same payment method you used for the initial transaction, unless you expressly agree otherwise. No additional fee will be charged for the refund.

Attention: PENDA does not reimburse any additional delivery costs, such as the cost endorsed if the Consumer selects a delivery method that differs from the cheapest standard delivery method.

2. Exceptions to the right of withdrawal

The Consumer is not entitled to exercise his right of withdrawal in case of the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery (Article VI.53, 5° WER). As a consequence, any skincare and make-up products which have been taken out of their packaging by the Consumer, cannot be returned to PENDA

3. How to exercise your right of withdrawal

The Consumer who wishes to invoke the right of withdrawal must communicate his decision explicitly and unambiguously, in a written statement. The communication must happen within fourteen (14) calendar days since the day of acquiring physical possession of the Products.

It is up to the Consumer to prove that he can rely on his right. The following information must always be clearly communicated:

Please click here [URL] to print the form which is to be used for any and all returns. The notice of withdrawal must be sent by e-mail to info@penda.brussels or by mail to Minnezang 10, 3210 in Linden, Belgium.

4. How to return a Product when exercising your right of withdrawal

The Consumer must return the Products to PENDA as soon he has notified his decision to exercise his right of withdrawal, and no later than fourteen (14) calendar days of the communication. The delivered Products have to be returned to the following address: Minnezang 10, 3210 in Linden, Belgium.

The Consumer has to return the Product by safe means of transportation in order to ensure that the Product arrives in good condition. The return shipment can only be done by manner of an authorized carrier. We strongly recommend you to insure your return shipment to the extent that you are responsible for the care of the items and will be responsible for any damage caused until they are received at our warehouse. In case of dispute, we also recommend that you keep proof of sending. In any case, the Consumer will bear all costs and risks of return. PENDA may suspend the reimbursement until receipt of evidence by the Purchaser that the Products have been returned.

In addition, the Purchaser is liable for any diminished value of the Products resulting from the handling of the Products beyond what is necessary to establish the nature, characteristics and functioning of the products. PENDA is entitled to charge the costs of the impairment in proportion to the repayment. This, however, only after PENDA has repaid the initial purchase price to the Consumer.

The Consumer has no right of withdrawal if the above conditions are not met. In that case, the Products will be returned to the Consumer at the expense and risk of the Consumer. PENDA commits to clearly communicate its motives to the Consumer.