Shipping & Return Policy

Cancellation before production

You may cancel free of charge within 7 days of ordering, provided production has not started. For genuine bespoke products, we notify you before production begins; afterwards, voluntary cancellation or changes require agreement. This policy does not restrict your statutory rights.

Bespoke and personalised products

The statutory right of withdrawal does not apply to goods made to your specifications or clearly personalised for you. We disclose this exception before ordering. Producing a standard item only after an order does not automatically make it bespoke. Your statutory guarantee remains applicable.

Withdrawal for standard items

For online purchases of standard items, you may withdraw without a reason within 14 days of receipt. Notify info@cemensa.com or write to Eeckhout Jano BV, Molenhoek 15, 9340 Smetlede, Belgium. Include your name, order number and item. Return the item to the same address within 14 days of your notice.

You bear direct return costs unless otherwise agreed. For goods that cannot be returned by ordinary post, we provide the costs or a reasonable estimate before purchase. You may inspect the item as you would in a shop. Unopened packaging is not required; preferably use the original or suitable protective packaging. Handling beyond what is necessary to establish the nature, characteristics and functioning may result in a deduction for diminished value.

We refund within 14 days of your withdrawal notice, including the cost of the least expensive standard delivery offered. We may withhold reimbursement until we receive the goods or evidence of their return, whichever comes first. We use the original payment method unless you expressly agree otherwise.

Promotions and statutory guarantee

Discounted standard items retain their withdrawal rights. Consumer goods are covered by the statutory 2-year conformity guarantee. Report damage or a defect promptly; reporting later than 7 days does not exclude your statutory rights.