title: "Return & Shipping Policy" seo_title: "Return & Shipping Policy | Thibault Van Renne" seo_description: "Return, withdrawal, shipping and delivery policy for Thibault Van Renne luxury hand-knotted rugs."
Return & Shipping Policy
THIBAULT VAN RENNE BV Noorwegenstraat 51, 9940 Evergem, Belgium E-mail: info@thibaultvanrenne.com | 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 info@thibaultvanrenne.com 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 info@thibaultvanrenne.com 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
Risk passes to the buyer upon delivery. For shipments, the buyer bears the risk from the moment the goods are handed to the carrier.
5. Contact
For any questions regarding returns, shipping, or your order:
Thibault Van Renne BV Noorwegenstraat 51, 9940 Evergem, Belgium E-mail: info@thibaultvanrenne.com 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.