Returns Policy

1. Return period

Customers have the right to return their purchase within 14 days of receipt without giving a reason, provided the return request is submitted promptly and correctly. This follows the statutory cooling-off period for online purchases within the EU.

2. Return Conditions

A return will only be accepted if the item meets all of the following conditions:

The item is unused, unworn, and in the same condition as received.
All original labels, tags, and packaging are present and undamaged.
The item is complete with all accessories, certificates, and documentation included at delivery.
The return request has been submitted within the return period (14 days after receipt).
Proof of purchase (order number or invoice) is included.
Items that are used, washed, damaged, incomplete, or returned without original packaging are not eligible for a refund.

3. Return Procedure

To initiate a return, the customer must:

a) Submit a return request by email to info@exclv.be within 14 days of receiving the item, including:

Order number
Product name(s)
Reason for return (optional)

b) After approval, the customer will receive return instructions, including the return address and further details.

c) The customer must ensure the item is properly packaged and shipped with track & trace. Returns sent without track & trace cannot be tracked or refunded.

4. Shipping Costs

The customer bears the cost of return shipping, unless the item was delivered defective, damaged, or not as described. In that case, EXCLV. will cover the return shipping costs.

The customer is advised to use insured and registered shipping, as EXCLV. is not responsible for lost or uninsured return shipments.

5. Processing of Returns

Once the returned item has been received and inspected:

EXCLV. will inform the customer within 7 working days whether the return is accepted or rejected.

If the return is approved, the purchase amount (excluding shipping costs) will be refunded within 14 working days via the same payment method used for the original transaction.

6. Defective, Damaged, or Incorrect Delivery

If an item is defective or damaged upon receipt, or if an incorrect item was delivered, the customer must notify EXCLV. within 48 hours of receipt by email, including photos of the defect or error.

In such cases, EXCLV. will reimburse the return shipping costs and will send the correct size or a replacement product as soon as possible.

7. Exclusions

Certain items cannot be returned, including:

Personalized or custom-made items.
Items without original packaging or with damaged labels.
Luxury accessories that cannot be returned for hygiene reasons (such as certain jewelry or underwear, where stated on the product page).

8. Refund Amount

For returned items, only the amount paid for the product will be refunded. Any shipping costs paid by the customer for the original order will not be refunded, unless the item was defective or incorrectly delivered.