Return & Shipping Policy

THIBAULT VAN RENNE BV Noorwegenstraat 51, 9940 Evergem, Belgium E-mail: contact form | Phone: +32 9 281 00 38

Last updated: March 2026

1. Right of Withdrawal

1.1 Custom & Made-to-Order Products

In accordance with Article 16(c) of EU Directive 2011/83/EU on consumer rights and Article VI.53, 3 of the Belgian Code of Economic Law (Wetboek van Economisch Recht), the 14-day right of withdrawal does not apply to products that are made to the consumer's specifications or are clearly personalised.

All hand-knotted rugs by Thibault Van Renne are crafted to order in our Himalayan ateliers according to the buyer's selected specifications (dimensions, colours, materials). As confirmed by the European Court of Justice (Case C-529/19, Mobel Kraft, 21 October 2020), this exemption applies from the moment the contract is concluded, regardless of whether production has started.

By placing an order for a custom rug, you acknowledge that no right of withdrawal applies.

1.2 Stock Items & Accessories

For standard stock items (if available), the 14-day right of withdrawal applies from the date of delivery. To exercise this right, you must notify us in writing within 14 calendar days of receiving the goods. The product must be returned in its original condition, unused and in its original packaging. Return shipping costs are borne by the buyer.

To exercise your right of withdrawal, please contact us at contact form or send written notice to our registered office.

1.3 Refund

If you validly exercise your withdrawal right, we will refund all payments received, including original delivery costs (except supplementary costs for express delivery), within 14 days of receiving the returned goods. The refund will be issued using the same payment method used for the original transaction.

2. Legal Guarantee

Under EU Directive 2019/771 and Belgian law, all products sold to consumers carry a two-year legal guarantee from the date of delivery. This means:

If a product is defective or does not conform to the contract, you are entitled to repair or replacement at no cost.
If repair or replacement is not possible or disproportionate, you may request a price reduction or full refund.
You must notify us of any defect within a reasonable time after discovery.

Small variations in size (up to 5%) and colour are inherent to hand-knotted products and do not constitute a defect.

3. Complaints

All complaints must be submitted in writing within 8 days of delivery, by email to contact form or by registered mail to our registered office. Complaints must clearly describe the nature and grounds of the issue. Filing a complaint does not release the buyer from payment obligations.

4. Shipping & Delivery

4.1 Delivery Times

Custom hand-knotted rugs: 12 to 16 weeks from order confirmation, depending on size and complexity.
Stock items & accessories: 5 to 10 business days within Europe.
Delivery times are indicative and not binding. We will inform you of any significant delays.

4.2 Shipping Costs

Shipping costs are not included in the product price unless explicitly stated otherwise.
A delivery quote is provided upon order confirmation, based on destination and rug dimensions.
For international deliveries outside the EU, any import duties, customs fees, and local taxes are the sole responsibility of the buyer.

4.3 Shipping Methods

Within Belgium: delivery by our own team or specialist rug courier.
Within Europe: insured shipping via specialist freight or courier service.
Worldwide: insured international freight, arranged on a case-by-case basis.

All shipments are fully insured during transit.

4.4 Risk of Loss

For sales to consumers within the meaning of Belgian and EU consumer law, risk of loss or damage passes to the buyer at the moment the consumer (or a third party indicated by the consumer other than the carrier) takes physical possession of the goods (EU Directive 2011/83 Art. 20 / Art. VI.44 Belgian Code of Economic Law). Where the consumer has selected and instructed a specific carrier not offered by Thibault Van Renne, risk passes at handover to that carrier.

For business-to-business sales (B2B), risk passes at handover to the carrier in accordance with general commercial law.

All shipments arranged by Thibault Van Renne are insured during transit at full declared value.

4.5 Incoterms for International Orders

Shipments outside Belgium are sold DAP (Delivered At Place, Incoterms® 2020) unless explicitly agreed otherwise. Import duties, customs fees, and local taxes in the country of destination are borne by the buyer and are collected by the carrier prior to delivery. Within the European Union, no further VAT is collected at import (One-Stop-Shop, OSS).

4.6 Webshop Deposit Refunds

For webshop orders paid via 50% advance-payment deposit:

The deposit is fully refundable on written request until production is launched at our atelier (typically within 5 business days of order confirmation).
Once production is launched, the deposit becomes non-refundable because the rug is uniquely woven to the buyer's specifications (see section 1.1 of this policy and section 5 of the Terms & Conditions).

5. Contact

For any questions regarding returns, shipping, or your order:

Thibault Van Renne BV Noorwegenstraat 51, 9940 Evergem, Belgium E-mail: contact form Phone: +32 9 281 00 38

6. Online Dispute Resolution

The European Commission provides a platform for online dispute resolution (ODR) at: https://ec.europa.eu/consumers/odr.