Refund policy
Returns, Exchanges & Refunds
We hope you are happy with your Kalklitir products. If you wish to return or exchange an item, please contact us at shop@kalklitir.com before sending any products back to us. This allows us to provide you with the correct return instructions and helps ensure that your return can be processed efficiently.
Please do not send products back without first contacting us.
Returns & Right of Withdrawal
If you are a consumer and wish to exercise your right of withdrawal, please notify us within 14 days of receiving your order, where the statutory right of withdrawal applies.
After notifying us of your decision to withdraw, the products must be returned within the applicable legal return period.
Unless the return is due to an error on our part or a faulty or damaged product, the cost of returning the products to Kalklitir BV is the responsibility of the customer.
Products should be returned securely and, where possible, in their original packaging. You may be responsible for any reduction in value resulting from handling the products beyond what is necessary to establish their nature, characteristics, and functioning, in accordance with applicable consumer law.
For voluntary returns or exchanges that fall outside any mandatory statutory rights, products must be unused, unopened, and in their original condition and packaging.
Refunds
Once your return has been received and inspected, we will process any refund due in accordance with the applicable return or withdrawal conditions.
Refunds will normally be issued to the original payment method.
Where a statutory right of withdrawal applies, refunds will be handled in accordance with applicable consumer law, including any required reimbursement of standard outbound delivery costs. Additional delivery costs resulting from the customer's choice of a more expensive shipping service are not refundable where permitted by law.
For voluntary returns that are not covered by a statutory right of withdrawal, original shipping costs are not refundable unless otherwise agreed.
For returns from outside the European Union, customs duties, import taxes, brokerage fees, and similar destination-country charges paid by the customer are generally not refundable by Kalklitir BV, as these amounts are charged by third parties or local authorities.
Damaged, Faulty or Incorrect Items
If you receive a product that is damaged, faulty, or different from what you ordered, please contact us at shop@kalklitir.com as soon as possible and provide your order details and, where appropriate, photographs of the product and packaging.
Where the product is confirmed to be damaged, faulty, or incorrectly supplied, we will arrange an appropriate solution in accordance with your applicable consumer rights. Depending on the circumstances, this may include replacement, repair where appropriate, or refund.
Where a return is required because of an error attributable to Kalklitir BV or because the goods are defective, we will provide appropriate return instructions and cover the reasonable return costs where required by applicable law.
Nothing in this policy limits your mandatory legal rights concerning faulty or non-conforming goods.
Exchanges
We offer exchanges on eligible products. If you would like to exchange a product, please contact shop@kalklitir.combefore returning it.
For voluntary exchanges, including exchanging one lime paint colour for another, the customer is responsible for the cost of returning the original product and for the shipping cost of the replacement product.
Products returned for a voluntary exchange must be unused, unopened, and in their original condition and packaging.
For replacement shipments sent outside the European Union, local import duties, taxes, customs clearance fees, or other charges may apply. Unless otherwise stated, these charges are the responsibility of the recipient.
If an exchange is necessary because Kalklitir BV supplied an incorrect, faulty, or damaged product, the above customer shipping costs do not apply where we are responsible for those costs under applicable law.
International Returns
If you are returning products from outside the European Union, please contact us before arranging the shipment.
The return package should be clearly identified as “RETURNED GOODS”, and the appropriate customs documentation must be completed correctly to help prevent unnecessary import duties or charges when the goods return to Belgium.
The customer is responsible for correctly declaring a voluntary return and following the applicable customs procedures. Customs duties, taxes, brokerage fees, or other costs resulting from incorrect or incomplete return documentation provided by the customer may be deducted from any eligible refund where permitted by law.
Please refer to our Shipping Information for further information regarding international customs requirements and refused or undeliverable shipments.
Sending Your Return
Please include your name, order number, and contact information with your return. If possible, also include a copy of your original order confirmation or invoice.
We strongly recommend using a trackable shipping service and retaining your shipping receipt and tracking number until your return has been received and processed.
For customer-arranged returns, the customer remains responsible for the return shipment until it has been delivered to Kalklitir BV, except where otherwise required by applicable law.
Need Help?
We are always happy to assist with your return, exchange, or refund.
Please contact us at: