Delivery & returns
A.1 General conditions
Delivery takes place when physical possession of the product is transferred to the Customer (the ‘Delivery’). The risk of loss or deterioration of the product is transferred to the Customer at the time of Delivery. The delivery prices applicable to the Order are those indicated on the Site at the time the Order is placed, in the ‘Delivery and Returns’ section.
Delivery is made to the delivery address indicated by the customer. This address must be either the home of the customer, a natural person of their choice, or a legal entity (such as their place of work). Deliveries cannot be made to hotels or post office boxes.
The customer must ensure that they provide accurate and complete information concerning the delivery address (in particular: house number, number or name of the building, staircase, access codes, intercom, etc.).
If the delivery is unsuccessful due to an incorrect delivery address or because the customer has not collected the order from the designated collection point or from bPost, the order will be returned at the customer's expense.
A.2. Delivery in Belgium
You can have your order delivered free of charge to our workshop or Boutique in Brussels (Ixelles).
Our KISANY shop is located at 469, Chaussée de Waterloo, 1050 Brussels and is open from Tuesday to Saturday, 11am to 6pm.
All orders are dispatched from Brussels via BPost and are generally delivered within 1 to 2 working days from the date of dispatch.
A.3. International delivery
Stock orders delivered within Europe generally take 3 to 5 working days, while deliveries to other international destinations can take up to 7 working days.
For customers established outside the EU, taxes and customs duties imposed by their country are the responsibility of the customer.
These fees are set by your local government and are not the responsibility of KISANY Social Enterprise.
A.4 Taxes and customs duties
For orders shipped outside the European Union, the customer is responsible for any applicable taxes and customs duties. These charges are set by local authorities. Please note that we cannot refund these costs if you decide to return the item.
Please note that delivery of personalised or made-to-measure items may take longer than 30 days. Custom orders can take up to 12 weeks.
KISANY Social Enterprise only deliver to the following countries: Belgium,
France, Switzerland Spain, Germany, Ireland, Italy, Luxembourg, Holland, United Kingdoms, United States of America.
For deliveries outside Belgium, administrative and/or customs charges may be applied by the carrier and are payable by the customer.
KISANY Social Enterprise cannot be held responsible for delays in delivery due to force majeure.
If the delivery time is exceeded for reasons other than force majeure, the customer may cancel the sale and the order will be reimbursed within a maximum of 14 days.
KISANY Social Enterprise cannot be held responsible for any direct or indirect damage resulting from a delay in delivery.
1. WITHDRAWAL RIGHT’S DURATION AND CONDITIONS
Any non-professional customer could use its withdrawal right during a period of fourteen (14) days from the Delivery. Exception made for personnalized and bespoke items for which there is no possibility of refund or return.
In this case, the customer must fill out the return form available in his personal account in the orders section, or send the withdrawal form available at the end of the Terms and Conditions to KISANY Social Enterprise at the following address info@kisany.com or by mail to KISANY Social Enterprise SPRL-FS - Returns Department - Meusegemstraat 44 - 1861 Meise - Belgium. The return request will be confirmed by KISANY Social Enterprise to the customer by e-mail.
The customer must follow the procedure set out in the confirmation e-mail.
2. RETURN CONDITIONS IN CASE OF THE USE OF THE WITHDRAWAL RIGHT
Products must be returned to KISANY Social Enterprise within 14 days of the customer exercising their right of withdrawal. After this period of 14 days, the sale is final. Products must be returned in their original packaging, with the original labels attached, in new condition, without having been used or washed.
In all cases, the product must be returned in its original packaging, in its original condition, new, unused, unwashed.
The return of the product(s) is the responsibility of the customer and is at their own risk.
3. REFUNDS
A refund by KISANY Social Enterprise for the order returned is made within 14 days by the communication by the client of the withdrawal right, subject to the receipt of the Products and its excellent condition.
Except as otherwise indicated by the client, repayment will be made through the same payment means used to pay the Order.
The repayment of an order paid by gift card or a voucher will always be by voucher.
If the Client does not comply with these T&Cs, KISANY Social Enterprise will not be able to refund the Products concerned. In all cases, the return costs are borne by KISANY Social Enterprise if the Product delivered to the Customer is different from the Product ordered or if it is delivered damaged.
According to legal regulations, KISANY Social Enterprise guarantees the clients against compliance and latent defects, under the following conditions:
In the event of a visible defect in a product, the customer must send a request to info@kisany.com within 3 days of the date of delivery. All requests must state the defect concerned. Failing this, the request will not be accepted and no returns or exchanges will be possible. The product must be returned, in its original packaging, with the original labels, new, without having been used or washed, and with the order reference and a copy of the request sent by post to the head office: KISANY Social Enterprise - Meusegemstraat 44 - 1861 Meise - Belgium.
Visible defect confirmed by KISANY Social Enterprise shall give rise, depending of the demand’s content and the nature of the defect, to exchange.
For more information please check out our General Conditions.