Returns and complaints

Returns information for private and business purchases.

2026-09-26

Private purchases — Withdrawal within 14 days
You may withdraw from a purchase of standard goods without a reason within 14 days after the day you or your designated third party receives them. For one order delivered separately, the period starts after receipt of the last item. Notify us within that period by an unambiguous statement to info@thejarfactory.com or our postal address. The model form below is optional.

Private purchases — Returns and costs
Return goods within 14 days after notifying withdrawal to IIP BV / The Jarfactory, Meerbos 14, 9260 Wichelen, Belgium. You pay the direct return costs. Pack goods carefully. You may inspect them as necessary to establish their nature, characteristics and functioning. You may be liable for diminished value from excessive handling; opening packaging does not automatically remove the right of withdrawal.

Private purchases — Refunds
For full withdrawal we refund payments received, including our least expensive standard delivery, within 14 days after notification. Additional charges for a more expensive delivery choice are not refunded. We may withhold the refund until we receive the goods or evidence of dispatch, whichever is earlier. We use the original payment method unless you expressly agree to another method without fees.

Private purchases — Personalised goods
Withdrawal may be excluded by law for goods made to your specifications or clearly personalised. We inform you before ordering where this applies. Choosing ordinary standard options does not automatically make goods personalised. Rights concerning faults or defects remain intact.

Private purchases — Faults and legal guarantee
New consumer goods carry the statutory two-year conformity guarantee. Report problems promptly to info@thejarfactory.com, preferably with an order number and photos. We bear necessary return and remedy costs for errors or defects for which we are responsible. Repair, replacement, price reduction or termination follow statutory conditions. Business complaint deadlines and liability restrictions do not apply to your private purchase.

Business purchases — Standard products
Request written return approval at info@thejarfactory.com within 14 days of receipt, stating your order number and products. Only unopened, undamaged standard goods qualify, with our written approval and at your expense. Wait for confirmation of the return address and procedure before shipping.

Business purchases — Customisation and foil printing
A metallic line, special colour or logo applied for your order is custom work. Once production starts or specific materials are purchased, normal commercial returns do not apply. Cancellation or changes require written discussion of costs already incurred.

Business purchases — Incorrect or defective goods
These return restrictions do not exclude rights concerning defects. Report visible issues within 10 days (moulds: 30 days), and hidden defects promptly after discovery. We investigate and discuss repair, replacement or reimbursement where appropriate. Include photographs, quantities and order number.

Business purchases — Business purchases only
The statutory consumer withdrawal right and specific consumer guarantee regime do not apply as consumer protections to business purchases. Contractual conformity obligations and applicable statutory rights remain. See the full terms of sale.