Returns & Refunds Policy

Last updated: 16 August 2026

We want you to be satisfied with your purchase. This Returns & Refunds Policy explains your rights and the procedure for returns, refunds, damaged products and defective products purchased through Chrometopia.

Nothing in this Policy limits your mandatory rights under Belgian or European Union consumer law.

1. 14 Day Right of Withdrawal

If you are a consumer in the European Union, you generally have the legal right to withdraw from an online purchase within 14 calendar days without providing a reason.

For physical goods, the withdrawal period generally begins on the day after you, or a third party designated by you other than the carrier, receive the goods.

To exercise your right of withdrawal, you must notify us of your decision before the withdrawal period expires.

Contact:

support@chrometopia.xyz

Please include your order number and clearly state that you wish to withdraw from your purchase.

You may also use the Model Withdrawal Form included at the bottom of this Policy, although use of the form is not mandatory.

2. Returning Your Order

After notifying us that you wish to exercise your right of withdrawal, you must return the relevant product within 14 calendar days.

Please contact support@chrometopia.xyz before sending your return so we can provide the appropriate return instructions.

Do not return products to a carrier, supplier or other address without receiving the appropriate return instructions from Chrometopia.

3. Return Shipping Costs

For returns made because you have changed your mind or exercised your statutory right of withdrawal, the direct cost of returning the product is borne by the customer, unless Chrometopia explicitly agrees otherwise.

Original free shipping does not mean that return shipping is also free.

If the product is defective, damaged, non conforming or you received the wrong product, different rules apply. Where Chrometopia is legally responsible for the issue, you will not be required to bear costs that must legally be borne by the seller.

4. Condition of Returned Products

You may inspect and handle a product only to the extent reasonably necessary to establish its nature, characteristics and functioning.

Where possible, please return the product with its original packaging, accessories and included materials.

The absence of original packaging does not automatically remove your statutory right of withdrawal.

However, you may be responsible for any diminished value of the product resulting from handling beyond what is reasonably necessary to inspect and test it.

5. Earphones and Hygiene

Certain sealed goods may be excluded from the statutory right of withdrawal where they are not suitable for return for health protection or hygiene reasons and the seal has been broken after delivery, where the legal requirements for that exception are satisfied.

Where such an exception applies to a Chrometopia product, this will be clearly communicated where required.

This exception does not affect your statutory rights if a product is defective, damaged or otherwise non conforming.

6. Refunds

When you validly exercise your statutory right of withdrawal, Chrometopia will reimburse the payments received from you as required by applicable law.

This includes the purchase price of the returned product and, where applicable, the cost of the least expensive standard delivery method offered for the original order.

If you chose a more expensive delivery option than our least expensive standard delivery method, we are not required to refund the additional delivery cost.

If your original order qualified for free standard shipping, there is no original shipping charge to reimburse.

7. Refund Timing

Refunds will be processed without undue delay and in accordance with the applicable statutory deadlines.

We may withhold reimbursement until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first, where permitted by law.

Once approved, the refund will normally be issued through the same payment method used for the original transaction unless you expressly agree otherwise.

Processing times after we issue the refund may depend on your bank or payment provider.

8. Partial Returns

If an order contains multiple products, you may return only part of the order where your statutory rights permit this.

The refund will then apply to the returned products.

Any refund of the original delivery cost will be determined in accordance with applicable law and the circumstances of the partial return.

9. Bundles and Promotional Offers

If products were purchased as part of a bundle or promotional offer, the refund amount will reflect the amount actually paid for the returned products and the conditions of the applicable promotion, subject to mandatory consumer law.

We will not use promotional conditions to restrict statutory consumer rights.

10. Damaged Products

If your order arrives damaged, please contact us as soon as reasonably possible:

support@chrometopia.xyz

Include:

• your order number
• a description of the problem
• clear photographs of the damaged product where reasonably possible
• photographs of the shipping packaging where relevant

Photographs help us investigate the issue and resolve it more quickly.

Do not dispose of the product or packaging until we have provided further instructions where reasonably possible.

11. Incorrect Products

If you receive a product different from the product you ordered, contact us at:

support@chrometopia.xyz

Please include your order number and information showing which product you received.

Where Chrometopia supplied the incorrect product, we will provide an appropriate remedy in accordance with applicable law without requiring you to bear costs that are legally our responsibility.

12. Defective or Non Conforming Products

The statutory right of withdrawal is separate from your rights concerning defective or non conforming products.

Consumers purchasing new consumer goods from Chrometopia benefit from the applicable statutory legal guarantee.

Under Belgian consumer law, new consumer goods are generally covered by a two year legal guarantee for lack of conformity.

If your product develops a fault or does not conform to the sales agreement, contact:

support@chrometopia.xyz

Depending on the circumstances and applicable law, you may be entitled to repair, replacement, a price reduction or termination of the sales contract and reimbursement.

Any remedy will be provided in accordance with your statutory rights.

13. Normal Wear, Damage and Misuse

The statutory legal guarantee does not make Chrometopia responsible for every form of damage occurring after delivery.

Issues resulting solely from normal wear, accidents, misuse, improper storage, improper handling or unauthorised modifications may fall outside the statutory guarantee where the defect is not attributable to a lack of conformity that existed as provided by applicable law.

Nothing in this section limits rights that cannot legally be excluded.

14. Sale and Discounted Products

Products purchased during a sale, launch offer, promotional campaign or with a discount code retain the same statutory right of withdrawal and legal guarantee rights as other eligible purchases.

A product cannot be denied a statutory return or guarantee remedy solely because it was purchased at a discounted price.

15. Exchanges

We do not guarantee direct product exchanges.

If you would like a different product or variant, contact support@chrometopia.xyz for available options.

Where appropriate, the simplest procedure may be to return the original product in accordance with this Policy and place a new order.

Your statutory rights remain unaffected.

16. Refused or Uncollected Deliveries

Refusing delivery or failing to collect a parcel does not necessarily constitute a valid exercise of your statutory right of withdrawal.

If you wish to withdraw from your purchase, you should clearly inform us of your decision at support@chrometopia.xyz.

If a parcel is returned to us because it was not collected or because an incorrect delivery address was supplied, contact us so we can determine the appropriate next steps.

Any charges will only be applied where permitted by law.

17. Return Address

Please contact us before returning a product.

Return instructions and the applicable return address will be provided after we receive your request.

Returns contact:
support@chrometopia.xyz

Do not send returns to an unrelated third party, carrier or supplier address.

18. Model Withdrawal Form

If you wish to withdraw from your purchase, you may copy, complete and send the following information to support@chrometopia.xyz:

To:
Chrometopia
De Beule Sandro
Sint Janstraat 2, bus 21
9300 Aalst
Belgium
support@chrometopia.xyz

I hereby give notice that I withdraw from my contract of sale for the following goods:

Product(s):

Order number:

Ordered on:

Received on:

Customer name:

Customer address:

Date:

A signature is only necessary if this form is submitted on paper.

19. Contact Information

For all return, refund, warranty or product related enquiries:

Chrometopia
Operated by De Beule Sandro
Sint Janstraat 2, bus 21
9300 Aalst
Belgium

Enterprise Number: 0799.701.058
VAT Number: BE 0799.701.058
Email: support@chrometopia.xyz
Website: chrometopia.xyz

Last updated: 16 August 2026