⚠️ This English text is a translation provided for convenience. The French version is the authoritative one; in the event of any discrepancy, the French text prevails.

You ordered, the parcel arrived, and in the end it was not what you needed. No problem: you have 14 days to change your mind, with no need to explain why.

This page explains how to do that, what you get back, and the rare cases where the right does not apply. It concerns consumers — private individuals buying for personal use.

Not to be confused with the two-year legal guarantee, which is a different thing: withdrawal is for changing your mind, the guarantee is for having a faulty product put right. If your item is defective, see point 9 of the Terms and conditions of sale: you have two years, not fourteen days.

You have 14 days

The period is 14 calendar days — public holidays and weekends included. It starts the day after you receive your order. If it arrives in several parcels, the clock starts the day you receive the last item.

You may also withdraw before the parcel has even reached you.

Had we failed to inform you of this right, the period would be extended by twelve months.

How to tell us

Send us a message before the 14 days are up, at contact@duvalfly.com. A clear email is enough: give your order number and the items concerned. You do not have to justify yourself.

If you prefer a formal document, use the model form reproduced at the bottom of this page. Using it is optional.

We will acknowledge your message. Keep a copy of what you sent: that is your proof of having met the deadline.

Sending the items back

You then have 14 days from your message to send the items back, to the following address:

DuvalFly — Chaussée de Namur 217, 5310 Eghezée, Belgium (after confirmation by email)

A few practical points:

• Tell us before you ship, so that we expect your parcel.
• Put the items back in their original packaging where possible, with a copy of your order confirmation or the form.
• Choose a tracked service: that is your proof of posting, and what protects you if the parcel goes missing on the way.

Return costs are yours, unless the return is due to a mistake on our part or a faulty item — in which case we pay. The cost depends on the carrier and service chosen; a return dropped at a pickup point is usually the cheapest option.

You may examine and try the items as you would in a shop. If, however, you have used them beyond what is needed to form an opinion, we may withhold an amount corresponding to their loss in value.

Your refund

We refund you within 14 days of receiving your notice of withdrawal. We may wait until we have received the items, or proof that you sent them — whichever comes first.

The refund covers:

• the price of the items;
• the outbound delivery cost, at the standard delivery rate. If you chose a faster or more expensive option, we refund the standard delivery amount.

It is made using the same payment method as the order, at no cost to you. We will never impose a voucher instead of a refund.

Sale and discounted items carry exactly the same right of withdrawal as full-price items.

Where this right does not apply

The law sets out a list of exceptions, in article VI.53 of the Code of Economic Law. Three of them may concern our catalogue:

• Items made for you. A fly tied to your order, a 3D printed part made to your dimensions or personalised: once made, that item cannot be taken back, because it did not exist before your order. We remind you of this before starting production.
• Items sealed for health reasons, once the seal is broken. This exception applies only to an item genuinely sold sealed, and only where opening it raises a real hygiene issue. [TO BE CHECKED with a lawyer: the former "Returns and exchanges" page excluded "opened or used tying materials (feathers, quills, hair, dubbings)" from returns. That blanket exclusion probably does not hold: hair or feathers in an opened but unused bag do not automatically fall under the hygiene exception. To be settled before publication, and to be kept only for items that are actually sealed.]
• Items inseparably mixed with others after delivery. A dubbing blended into a home mix, for instance, can no longer be taken back.

Outside these cases, the right of withdrawal applies.

We state clearly on the product page if an item cannot be returned.

An exchange rather than a refund?

If you would rather exchange an item for another colour or another reference, write to us: we are happy to do it, as far as stock allows — and our stock is short. But this is a commercial courtesy, not a legal obligation: if we cannot offer the exchange, your right to a refund remains untouched.

Model withdrawal form

This form follows the model in Annex 2 to Book VI of the Code of Economic Law. You are not obliged to use it: a clear email is enough. If you do fill it in, send it to us by email or by post.

For the attention of: Smart Horizon SRL (DuvalFly), Chaussée de Namur 217, 5310 Eghezée, Belgium, contact@duvalfly.com

I/We (*) hereby give notice that I/We (*) withdraw from the contract for the sale of the following goods:

• Items concerned:
• Order number:
• Ordered on (*) / received on (*):
• Name of consumer(s):
• Address of consumer(s):
• Date:
• Signature of consumer(s) — only if this form is sent on paper:

(*) Delete as appropriate.

A question?

Write to us at contact@duvalfly.com. A return is a normal thing, and it is usually settled in a few messages. If we cannot reach agreement, the free routes of recourse are set out in point 10 of the Terms and conditions of sale.

Last updated: [TO COMPLETE: date — to be set on the day of publication]