Right of withdrawal

Under Book VI of the Belgian Code of Economic Law and Directive 2011/83/EU on consumer rights, you have 14 days to withdraw from a distance contract without giving any reason. The period runs from the day on which you, or a third party you have named other than the carrier, physically take possession of the goods. If your order includes several goods delivered separately, the period runs from receipt of the last item.

Tell us of your decision before the period expires, by an unequivocal statement:

• by e-mail to contact@santoro-energie.com, stating your name, address, order number and the items concerned;
• or by completing the model withdrawal form below (using it is not compulsory).

To meet the deadline, it is enough to send your notification before the period expires. We acknowledge receipt of your withdrawal by e-mail. Practical details of the procedure are on the Returns and refunds page.

Beyond the statutory period, Santoro Energie grants a 30-day commercial return period from receipt. This period is in addition to your legal rights and does not limit them. Returns are free: return costs are borne by Santoro Energie, which will tell you how to proceed once we receive your request. Goods must be sent back without undue delay and, where you exercise the statutory right, no later than 14 days after you tell us of your decision to withdraw.

We refund you within 14 days of the day we are informed of your decision to withdraw (the refund may be withheld until we have recovered the product or you provide proof of shipment). This applies whether or not the product is defective. The refund covers the price of the goods and, in the event of withdrawal, the standard delivery costs paid, and is made by bank transfer to the account you give us (see Payment terms). We may withhold the refund until we have received the goods or until you have provided proof of dispatch.

You are liable only for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning. You may open and examine the product as you would in a shop; however, installation, prolonged use, damage or missing protective packaging may justify a deduction. Please return the product, if possible, in its original packaging with its accessories and instructions.

As provided by law, the right of withdrawal does not apply in particular to:

• goods sealed for reasons of hygiene or health protection that cannot be returned once unsealed after delivery;
• goods made to the consumer’s specifications or clearly personalised;
• goods liable to deteriorate or expire rapidly;
• goods which, after delivery, have been inseparably mixed with other items.

If a product falls under an exception, this is stated in its description.

The statutory right of withdrawal is reserved for consumers and does not apply to purchases made for business purposes. However, Santoro Energie also offers business customers a 30-day return on the terms described above.

(Complete and return this form only if you wish to withdraw from the contract.)

To: SANTORO ENERGIE SRL, Rue de Presles 127 (VP), 6280 Gerpinnes, Belgium, contact@santoro-energie.com

(*) Delete as appropriate. A signature is required only if the form is notified on paper.

Need help? Write to us at contact@santoro-energie.com or use the contact form.

You can withdraw at any time within the 14-day period using our online function: Withdraw from the contract. Enter your order number, name and e-mail; we will send you an acknowledgement of receipt of your statement on a durable medium (e-mail) without delay.