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Returns & Right of Withdrawal

Last updated: 2026-08-13

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This policy explains the statutory right of withdrawal for consumers who buy goods at a distance from The Original Cupkeeper. It does not normally apply to professional or B2B purchases. Any return arrangement that we voluntarily offer to a business customer is separate from the statutory consumer right.

1. Your withdrawal period

You normally have 14 calendar days to withdraw without giving a reason.

For goods, the period begins on the day after you, or a third party appointed by you other than the carrier, receives the goods. You may also tell us that you are withdrawing before delivery.

2. How to withdraw

Before the period ends, send us an unambiguous statement that you wish to withdraw from all or part of the contract. You can use:

  • our online withdrawal function;
  • the model withdrawal form below;
  • an email to johan@originalcupkeeper.com;
  • or a letter to Etcatera BV, Burgstraat 112, 9000 Ghent, Belgium.

The online function and model form are convenient options, but neither is mandatory. You never have to give a reason.

3. Returning the goods

You must normally send eligible goods back within 14 days after telling us that you are withdrawing.

Return address:

Etcatera BV
Burgstraat 112
9000 Ghent
Belgium

Please package the goods carefully. Reusing the original packaging is recommended where practical, but original packaging is not an absolute condition of withdrawal.

You may inspect the goods as you would in a shop. You may be responsible for diminished value caused by handling beyond what was necessary to establish the nature, characteristics and functioning of the goods.

4. Return costs

You bear the direct cost of returning the goods, unless we made an error or the goods are defective. We recommend a tracked service and keeping proof of postage.

5. Refunds

We reimburse eligible payments without unnecessary delay and normally no later than 14 days after receiving your withdrawal declaration.

The reimbursement includes the original cost of our cheapest standard delivery option. Extra costs caused by choosing a more expensive delivery method do not have to be reimbursed.

We may withhold the reimbursement until we receive the goods or you provide proof that you sent them back, whichever occurs first. We normally use the same payment method as the original transaction and do not charge a refund fee.

6. Personalised goods

The statutory right of withdrawal may be excluded for goods that are genuinely made to your specifications or clearly personalised, including relevant custom logo printing.

We do not treat every case order, product variation, standard colour, standard size or predefined option as automatically personalised. For a mixed order, you may submit a partial withdrawal for standard lines that may still be eligible. Cupkeeper reviews eligibility after submission; the online form does not automatically reject personalised lines.

This exclusion does not affect your rights when goods are defective, damaged or not as agreed.

7. Model withdrawal form

You may copy, print or download this form, but using it is optional. Delete any wording that is not applicable.

Download the printable English model withdrawal form (PDF)

To:
Etcatera BV
Burgstraat 112, 9000 Ghent, Belgium
johan@originalcupkeeper.com

I hereby notify you that I withdraw from my contract for the purchase of the following goods:

Goods concerned: [description]
Order number (optional, for easier processing): [order number]
Ordered on: [date]
Received on: [date]
Consumer name: [name]
Consumer address: [address]
Date: [date]
Signature: [only where this form is submitted on paper]

8. Questions and product problems

For questions, or if goods are defective, damaged, incomplete or not as ordered, contact johan@originalcupkeeper.com or +32 472 98 56 37. Please include your order number and relevant photos where useful.

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