Terugbetalingsbeleid

Returns and Refunds

Last updated: 1 August 2026

This policy applies to consumer purchases made through the BACTRA online store. Nothing in this policy limits any mandatory consumer rights available under applicable law.

Contact and return address

BACTRA
Kasteelstraat 20
9070 Destelbergen
Belgium
Email: rhcollection124@gmail.com

Your 14-day right of withdrawal

If you are a consumer in the European Union, European Economic Area or United Kingdom, you generally have the right to withdraw from an eligible online purchase without giving a reason.

The withdrawal period ends 14 calendar days after the day on which you, or a person chosen by you other than the carrier, receives the goods. If one order is delivered in separate parcels on different days, the period begins after the final item is received.

To exercise this right, send us a clear statement of your decision to withdraw before the period expires. You may email rhcollection124@gmail.com or write to the address above. Please include your order number and the item or items concerned where possible. You may use the model withdrawal form at the end of this policy, but using it is not compulsory. You do not need our approval to exercise a statutory right of withdrawal.

After notifying us, return the goods without unnecessary delay and no later than 14 calendar days after sending your withdrawal notice.

Return shipping costs

For a change-of-mind withdrawal, you are responsible for the direct cost of returning the goods. We recommend using a tracked service and keeping proof of dispatch.

If an item is faulty, damaged when delivered, not as described or different from what you ordered, contact us before returning it. Where required by law, BACTRA will provide an appropriate return method or reimburse reasonable return costs.

Trying on and condition of returned goods

You may inspect and try on clothing in the same way that you reasonably could in a physical shop. Please return garments clean, unwashed, unaltered and, where reasonably possible, with their tags and included accessories.

We may reduce a refund only to reflect a loss in value caused by handling beyond what was necessary to establish the nature, characteristics and fit of the item. Examples may include wearing a garment for an event, washing or altering it, or returning it with stains, odours or other damage caused after delivery. Missing packaging or tags does not automatically remove a statutory right, although it may be relevant if it has genuinely reduced the item’s value.

Refunds after withdrawal

For an eligible withdrawal, we will refund the price paid for the returned goods. Where the entire order is withdrawn, we will also refund the cost of the least expensive standard delivery option offered for that order. Any extra amount paid for express or upgraded delivery is not refundable beyond the standard-delivery amount. For a partial return, any original delivery-cost refund will be made where required by applicable law.

Refunds are issued to the original payment method unless you expressly agree to another method, and you will not be charged a refund fee.

We will make the required refund without unnecessary delay and no later than 14 days after receiving your withdrawal notice. We may legally withhold the refund until we have received the goods back or you have supplied satisfactory evidence that they were sent, whichever happens first. Once that condition is met, we will process the refund without unnecessary delay. Your bank or payment provider may require additional time to display the refunded amount.

Exceptions to the withdrawal right

The statutory right of withdrawal may not apply to goods made to your specifications or clearly personalised for you, and to any other goods excluded by mandatory law. Selecting a standard size from the sizes normally offered by BACTRA does not by itself make an item personalised.

Discounted and sale items have the same statutory withdrawal and legal-guarantee rights as full-price items.

Exchanges

Because sizes and stock are limited, we cannot guarantee direct exchanges. You may return an eligible item under this policy and place a new order for the preferred size. This does not affect your statutory rights.

Faulty, damaged, incorrect or misdescribed goods

The 14-day withdrawal right is separate from your rights when goods are faulty or do not conform to the contract. New consumer goods are covered by the applicable statutory legal guarantee, which is generally at least two years from delivery in Belgium and the European Union.

If a garment is faulty, damaged when delivered, incorrect or materially different from its description, email rhcollection124@gmail.com with your order number and a description of the issue. Photographs are helpful where available. Depending on the circumstances and applicable law, the remedy may be repair or replacement at no cost, or, when those remedies are unavailable or cannot be completed properly within a reasonable time, an appropriate price reduction or refund.