Right of withdrawal

Updated 30 August 2026

Most online purchases in the EU come with a 14-day right of withdrawal. For our tags it works differently — here's why, and what you can do if something goes wrong.

No right of withdrawal for personalised tags

Every tag you order from us is custom-made: with the name, text and/or image you choose. Goods that are “made to the consumer's specifications” or are “clearly personalised” are legally excluded from the right of withdrawal. This follows from article 16(c) of EU Directive 2011/83/EU (implemented in Belgium as article VI.53, 3° of the Code of Economic Law).

In practice, this means that once you place and pay for a personalised order, you can't simply cancel or return it free of charge because you changed your mind. That's why we ask you to carefully check the name, text, colour and model before completing your order — the confirmation e-mail shows a preview of your tag, please check it closely.

What if something does go wrong?

Even without a legal right of withdrawal, we obviously won't leave you stuck:

• Our mistake (e.g. wrong name printed, wrong model or colour sent): we remake the tag for free and ship it to you at no extra cost.
• Damage in transit: let us know with a photo of the damage, and we'll make and send a replacement.
• Material or manufacturing defects: defects that appear outside normal use — let us know and we'll look into it together.

How to reach us

In all these cases, get in touch at info@huisdierpenning.be, ideally with your order number and a photo. We try to help as quickly as possible.

Orders without personalisation

For the rare order with no personalisation at all (no name, no custom text), the standard 14-day statutory right of withdrawal from receipt applies. In that case, contact us at info@huisdierpenning.be to report the withdrawal, and we'll send you instructions for returning the item and getting a refund.