Return & Cancellation Policy

Thibault Van Renne BV · Noorwegenstraat 51, 9940 Evergem, Belgium · VAT BE0806530749

1. The Nature of Our Products

Every rug and carpet produced by Thibault Van Renne is hand-knotted to the specific requirements of the individual client. Dimensions, colours, materials and design are determined per order. No two pieces are identical. No piece is held in stock and sold as-is.

This fundamental characteristic — that every TVR piece is a custom-made, made-to-order work — is the basis of the return and cancellation policy set out below.

2. Right of Withdrawal — Online & Distance Sales (B2C)

2.1  Thibault Van Renne sells exclusively custom-made goods produced to the buyer's individual specifications. Pursuant to Article 16(c) of EU Directive 2011/83/EU (transposed in Belgium via Book VI of the Code of Economic Law, Art. VI.53, 3°), the standard 14-calendar-day right of withdrawal does NOT apply to goods that are clearly made to the consumer's specifications or clearly personalised.

2.2  The buyer is explicitly informed of this exception at the time of ordering, prior to any payment commitment. Confirmation of the order — whether by signing the order form or by electronic confirmation — constitutes the buyer's acknowledgement that the right of withdrawal is not applicable.

2.3  If a buyer contacts Thibault Van Renne before production has commenced and requests cancellation, Thibault Van Renne may, at its sole discretion, agree to cancel the order subject to a cancellation fee based on actual documented costs already incurred (design, administration and material preparation). This is an exceptional courtesy, not an entitlement.

3. Cancellation After Production Has Started

3.1  Once production has begun following receipt of the 50% deposit, the order cannot be cancelled under any circumstances, unless Thibault Van Renne BV agrees otherwise in writing.

3.2  In the event of cancellation after production has started, the full deposit (50% of the total order value) is retained by Thibault Van Renne BV as compensation for material, labour and design costs already incurred, without prejudice to the right to claim further damages.

3.3  The average production lead time is 4 to 6 months. The buyer acknowledges and accepts this lead time at the time of ordering.

4. Defects, Non-Conformity & Statutory Guarantee

4.1  Minor variations in size (±2%), colour, shade or pattern are inherent to hand-knotted rugs and do not constitute a defect or grounds for return, cancellation or compensation.

4.2  If the delivered piece presents a genuine material defect or construction fault not attributable to the inherent characteristics of hand-knotted production, the buyer must notify Thibault Van Renne BV in writing by registered mail within 8 calendar days of delivery.

4.3  Consumers (B2C) are entitled to the statutory 2-year guarantee against non-conformity under EU law (Directive 2019/771/EU). The consumer may request repair or replacement of the defective piece. Given the unique, hand-knotted, made-to-order nature of each TVR piece, identical replacement may not always be possible. Where the consumer's chosen remedy is impossible or disproportionate, Thibault Van Renne BV will offer the available alternative. If neither repair nor replacement is feasible within a reasonable time and without significant inconvenience, the consumer is entitled to a proportionate price reduction or, where the non-conformity is not minor, to terminate the contract and receive a refund.

4.4  For professional/B2B buyers: claims submitted after the 8-day written notification period will not be accepted, except for hidden defects that could not reasonably have been discovered upon delivery. For consumers (B2C), the statutory 2-year guarantee period under Art. 4.3 above applies regardless of the 8-day notification window.

5. B2B Sales — Architects, Interior Designers & Trade Clients

5.1  Sales made to professional buyers (architects, interior designers, retailers or other legal entities acting in the course of their business) are business-to-business transactions. The statutory consumer right of withdrawal and the consumer guarantee provisions of Directive 2019/771/EU do not apply.

5.2  B2B returns and cancellations are governed exclusively by the General Terms and Conditions of Thibault Van Renne BV and any specific written agreement between the parties.

5.3  For B2B trade pricing and project consultations: info@thibaultvanrenne.com

6. Showroom Purchases — Evergem

6.1  Purchases concluded in person at the TVR showroom (Noorwegenstraat 51, 9940 Evergem) are not distance sales. The EU right of withdrawal for distance selling does not apply.

6.2  For showroom purchases, the order form is signed on-site and the agreement is binding immediately upon signature. The same 50% deposit, production timeline and cancellation conditions apply as described in Articles 2 and 3 above.

6.3  The 8-day written complaint period for defects (Art. 4.2) applies equally to showroom purchases.

7. International Orders & Shipping

7.1  Thibault Van Renne ships internationally. All shipping costs, import duties, customs fees and local taxes applicable in the destination country are the sole responsibility of the buyer.

7.2  All shipments — including those sent carriage paid — travel at the buyer's risk from the moment they leave the TVR premises or partner atelier. Exception: for distance sales to consumers (B2C), risk of loss or damage passes to the consumer only upon physical receipt of the goods, in accordance with Article 20 of EU Directive 2011/83/EU.

7.3  In the event of damage during transit, the buyer must document the damage upon receipt, retain all packaging, and notify Thibault Van Renne BV and the carrier in writing within 48 hours of delivery. Claims submitted after this period cannot be processed.

7.4  Import refusals due to incorrect customs documentation provided by the buyer, or failure to pay applicable import duties, do not constitute grounds for refund or cancellation.

8. How to Submit a Complaint

To submit a complaint or report a defect, contact Thibault Van Renne BV in writing:

→  By registered mail: Thibault Van Renne BV, Noorwegenstraat 51, 9940 Evergem, Belgium

→  By email (followed by registered mail for legal validity): info@thibaultvanrenne.com

→  Phone: +32 9 281 00 38

All complaints must include: full name, order reference, delivery date, and a clear description with photographic evidence of the alleged defect.

9. Online Dispute Resolution (EU)

9.1  EU consumers who are unable to resolve a complaint directly with Thibault Van Renne BV may use the European Commission's Online Dispute Resolution (ODR) platform: https://ec.europa.eu/consumers/odr

This does not affect the application of Belgian law or the exclusive jurisdiction of the courts of Ghent (Belgium) as set out in the General Terms & Conditions.

9.2  Alternative Dispute Resolution (ADR): EU consumers may also submit a complaint to the Belgian Consumer Mediation Service (Consumentenombudsdienst / Service de Médiation pour le Consommateur), the competent out-of-court dispute resolution body for consumer disputes in Belgium: www.consumentenombudsman.be