Terugbetalingsbeleid
Policy version: 29 July 2026 | www.kostr.be
This Returns & Refunds Policy explains the rules applicable to withdrawal, cancellations, returns, refunds, warranties and complaints. Mandatory consumer rights always remain applicable. Professional customers do not have the statutory consumer right of withdrawal.
1. Right of withdrawal for consumers
A consumer who purchases online or at a distance may generally withdraw from the contract without giving a reason within 14 calendar days.
For goods, the withdrawal period starts on the day after the consumer, or a third party designated by the consumer other than the carrier, physically receives the goods. When several goods from one order are delivered separately, the period starts after receipt of the last item.
For services, the withdrawal period starts on the day after the contract is concluded. Special rules may apply to services that begin during the withdrawal period.
2. How to exercise your right of withdrawal
- Submit your request through the available “Return or cancellation request” function, or send an unambiguous withdrawal statement to info.kostrexterior@gmail.com.
- Include your name, order or invoice number and the products or services concerned.
- You may also use the model withdrawal form included at the end of this policy, although its use is not mandatory.
- Return the goods no later than 14 calendar days after notifying KOSTR of your withdrawal.
- Package the goods carefully in suitable outer packaging and retain proof of shipment until the return has been processed.
KOSTR provides practical return instructions after receiving the request. If those instructions do not reach you in time, you may send the goods directly to the return address stated below.
Goods may be returned in person only by prior appointment. The return address is not a freely accessible shop or visitor address.
3. Return costs and transport risk
For an ordinary withdrawal, the direct costs of returning the goods are borne by the consumer. The consumer bears the transport risk until KOSTR receives the returned goods. We therefore recommend using a traceable and appropriately insured shipping method.
If the return concerns an incorrect delivery, transport damage for which KOSTR is responsible or a product that must be taken back under the statutory guarantee, KOSTR bears the necessary return costs or provides appropriate return instructions.
4. Product assessment and diminished value
A consumer may handle a product only to the extent necessary to determine its nature, characteristics and operation, in a manner comparable to a reasonable assessment in a physical shop.
The consumer is responsible for any diminished value caused by handling or use beyond what is necessary for this assessment. KOSTR may deduct objectively established diminished value from the refund.
For outdoor lighting and electrical components, the following actions will generally go beyond what is necessary for an assessment, depending on the circumstances:
- shortening, stripping, extending, marking or modifying cables;
- connecting the product to mains voltage, a driver, power supply, controller or another system when a visual assessment would have been sufficient;
- mounting, installing, embedding, burying or screwing down the product, or making drilling or mounting holes;
- removing protective films, seals, gaskets or permanent identification labels when this was not necessary;
- applying silicone, adhesive, grease, soil, paint, cement or other installation materials;
- using the product outdoors or exposing it to moisture, precipitation, soil, salt, chemicals or weather conditions;
- causing scratches, tool marks, deformation, missing parts or damage to the product or packaging; or
- failing to return manuals, drivers, mounting materials, accessories or other supplied components.
The original product packaging is not always legally required, but it helps prevent damage and diminished value. Do not use the product box as the only shipping packaging and do not attach labels or tape directly to retail packaging.
5. Exceptions to the right of withdrawal
The right of withdrawal does not apply in the exceptions established by law. For KOSTR, this may include:
- goods manufactured according to the consumer’s individual specifications or clearly personalised for the consumer;
- services that have been fully performed after the consumer expressly requested performance to begin before the end of the withdrawal period and acknowledged in advance that the right of withdrawal would be lost upon full performance; and
- urgent repair or maintenance work for which the consumer expressly requested KOSTR to visit, insofar as the statutory exception applies.
A product is not automatically considered custom-made merely because KOSTR orders it specifically from a supplier or because the customer selects a standard option from the normal range, such as an offered colour temperature, beam angle or standard colour.
KOSTR applies the custom-made-product exception only when the statutory requirements are genuinely satisfied.
6. Refunds
Following a valid withdrawal, KOSTR refunds all payments received for the withdrawn part of the order. When the entire order is withdrawn, this includes the cost of the least expensive standard delivery method offered by KOSTR.
Any additional cost resulting from the customer choosing a more expensive delivery method is not refunded. For a partial withdrawal, the original delivery costs are refunded only where required by law.
KOSTR issues the refund no later than 14 calendar days after receiving the withdrawal notice. KOSTR may withhold the refund until the goods have been received or until the consumer provides evidence that the goods were returned, whichever occurs first.
The refund is made using the same payment method used for the original transaction, unless another method is expressly agreed. The refund may be reduced by any demonstrable diminished value.
7. Cancellation before shipment
A consumer may submit a withdrawal or cancellation request before delivery. If the product has not yet been shipped, the request will be handled as a cancellation.
If shipment can no longer be stopped, the consumer will receive return instructions and retains the statutory right of withdrawal.
An exception may apply to goods genuinely manufactured according to individual specifications or clearly personalised. A standard variant or a standard product ordered specifically from a supplier is not automatically considered custom-made.
For a professional project order, genuine custom-made product or special supplier order that has already been placed, cancellation may depend on KOSTR’s prior written approval and on unavoidable costs already incurred by KOSTR or the supplier.
8. Return address
KOSTR / SCREEN DESIGN BV
Oude Tieltstraat 12A
8755 Wingene
Belgium
Returns are accepted only after prior notification by email to info.kostrexterior@gmail.com. Please include the order number in or on the return shipment. Do not send goods cash on delivery.
9. Returns by professional customers
Professional customers do not have the statutory consumer right of withdrawal. B2B orders are therefore generally final. A voluntary B2B return is possible only with KOSTR’s prior written approval.
- Only unused, undamaged, complete and currently saleable standard products may be accepted.
- Specially ordered products, custom-made goods, project-specific products, shortened cables and installed or connected products may be refused.
- Return costs and transport risk are borne by the professional customer, unless the return results from an error by KOSTR or a justified defect.
- Any reasonable handling, supplier or diminished-value costs will be communicated before the voluntary return is accepted.
- Incorrectly delivered or defective products are not subject to these commercial return restrictions.
10. Statutory guarantee for consumers
KOSTR, as the seller, is responsible when a product supplied to a consumer does not conform to the contract at the time of delivery.
For new goods sold to consumers in Belgium, a statutory conformity guarantee of two years applies from delivery. Consumers in the Netherlands also retain all mandatory protection provided by the applicable law.
In the event of a justified lack of conformity, the consumer is entitled to the statutory remedies, generally free repair or replacement.
If repair or replacement is impossible, disproportionate, not completed within a reasonable period or cannot be provided without significant inconvenience, a proportionate price reduction or termination of the contract may follow under the statutory conditions.
A commercial manufacturer’s warranty is additional and does not affect the consumer’s statutory rights against KOSTR. Warranty claims are not automatically redirected exclusively to the manufacturer.
11. What the guarantee does not cover
KOSTR is not responsible for a defect caused exclusively after delivery by an external circumstance, incorrect installation or improper use. This is assessed individually and based on the causal relationship.
Possible examples include:
- incorrect installation, wiring, polarity, voltage, current, driver, power supply, dimmer, control system or electrical protection;
- use outside the specified IP, IK, temperature, corrosion, load or application conditions;
- insufficient waterproofing, drainage, ventilation or cable sealing during installation;
- mechanical damage, impact, falling, overvoltage, lightning, mains failure, chemical damage, salt or other external influences;
- modification, opening, repair or replacement of components by an unauthorised third party;
- normal wear or consumption of components, insofar as this does not constitute premature non-conformity; and
- failure to follow maintenance, installation or safety instructions.
The absence of installation by KOSTR or a KOSTR-appointed installer does not automatically invalidate the statutory guarantee. Coverage may be refused only for damage demonstrably related to incorrect or non-compliant installation, application or treatment.
12. Technical values and expected lifetime
Stated LED lifetime, lumen maintenance, colour consistency and other technical values are standardised technical expectations under specified test and operating conditions.
They do not constitute a separate guarantee that every individual product will function for exactly the stated period without any change or failure. The statutory conformity guarantee and any applicable commercial warranty remain unaffected.
13. How to submit a warranty claim
- Stop using the product if continued use could cause further damage or create a safety risk. Disconnect the installation from power if this can be done safely.
- Email info.kostrexterior@gmail.com and provide your name, order or invoice number, product, variant, installation date and a clear description of the problem.
- Include overview and detail photographs of the product, connection, power supply or driver, wiring, surroundings, identification label and any error message.
- Wait for instructions before dismantling, opening or returning the product, unless immediate action is necessary for safety.
KOSTR may inspect the product or arrange for it to be inspected. For a justified consumer claim, KOSTR bears the necessary costs of inspection, return, repair, replacement and redelivery where required by law.
If the inspection establishes that the problem is not covered by the guarantee, KOSTR will discuss any possible inspection, repair, travel or transport costs before chargeable work is carried out.
14. Removal and reinstallation
Whether removal and reinstallation costs form part of the statutory remedy is assessed under the applicable mandatory rules and the specific circumstances.
This includes the nature of the product, how it was installed according to its nature and intended purpose and whether the proposed remedy is proportionate. KOSTR does not exclude these costs in advance where the law requires the seller to bear them.
15. Warranty for professional customers
For professional customers, the commercial warranty stated in the quotation, order confirmation, product documentation or manufacturer’s warranty conditions applies, together with any rights that cannot legally be excluded.
The professional customer must inspect products before processing or installation. Visible defects must be reported no later than five working days after delivery. Hidden defects must be reported immediately after discovery.
Unless otherwise agreed in writing, a B2B warranty measure consists of repair, replacement or credit of the defective product, at KOSTR’s reasonable choice.
Costs relating to fault diagnosis, dismantling, access, work at height, groundwork, reinstallation, programming and consequential damage are included only where expressly agreed or legally required.
16. Complaints
Complaints concerning a delivery, product or service may be submitted by emailing info.kostrexterior@gmail.com or by calling +32 474 21 49 12.
Please provide sufficient information to identify and assess the order or case. KOSTR confirms receipt and aims to provide a substantive response within a reasonable period.
After first attempting to resolve the complaint directly with KOSTR, a consumer may request free mediation through the Belgian Consumer Mediation Service.
17. Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract. You may also use the available electronic function or send another unambiguous withdrawal statement.
To
SCREEN DESIGN BV, trading under the name KOSTR
Alsembergsesteenweg 842
1180 Uccle, Belgium
Email: info.kostrexterior@gmail.com
Return address for goods after prior notification:
Oude Tieltstraat 12A
8755 Wingene, Belgium
Withdrawal statement
I/We (*) hereby inform you that I/we (*) withdraw from my/our (*) contract concerning the sale of the following goods (*) or the provision of the following service (*):
............................................................................................................................
............................................................................................................................
............................................................................................................................
Order information
Ordered on (*) / received on (*): ................................................................................
Order or invoice number: ........................................................................................
Name of consumer(s): .............................................................................................
Address of consumer(s): ..........................................................................................
............................................................................................................................
Email address or telephone number: ...........................................................................
Signature
Date: .......................................................................................................................
Signature of consumer(s), only when this form is submitted on paper:
............................................................................................................................
(*) Delete as appropriate.
18. Contact
SCREEN DESIGN BV, trading under the name KOSTR
Alsembergsesteenweg 842
1180 Uccle, Belgium
Company and VAT number: BE 0881.844.915
Email: info.kostrexterior@gmail.com
Telephone: +32 474 21 49 12