Refund policy
Last updated: July 29, 2026
This policy is based on Directive 2011/83/EU on consumer rights and Book VI of the Belgian Code of Economic Law, including the Belgian rules governing distance and off-premises contracts. Mandatory consumer rights always take precedence over this policy.
1. Scope and Customer Type
Consumers (B2C)
A consumer is a natural person acting mainly outside their trade, business or profession.
The statutory right of withdrawal described below applies to eligible distance and off-premises contracts, such as contracts concluded through the webshop, by telephone or by email.
Purchases or contracts concluded directly at the OVDV workshop or another permanent business location do not automatically include a statutory 14-day cooling-off period, unless mandatory law or a written agreement provides otherwise.
Professional Customers (B2B)
The statutory consumer right of withdrawal does not apply to customers acting for commercial, business or professional purposes.
A B2B return or cancellation is only possible where OVDV agrees in writing, where the applicable quotation, booking confirmation or contract provides for it, or where mandatory law requires it.
2. Consumer Right of Withdrawal: 14 Calendar Days
A consumer may withdraw from an eligible distance or off-premises contract within 14 calendar days without giving a reason.
- Goods and products: the withdrawal period starts when you, or a third party appointed by you other than the carrier, receive the goods. If one order is delivered in separate parts, the period starts when the last item or part is received.
- One-time services: the period starts on the day the service contract is concluded.
- Recurring or annual service agreements: the period starts on the day the agreement is concluded.
- Garden-machine rentals concluded at a distance: the period generally starts on the day the rental contract is concluded, provided no statutory exception applies.
3. How to Exercise the Right of Withdrawal
You must inform OVDV of your decision before the withdrawal period expires by making a clear and unambiguous statement. An email is sufficient.
You may use the model withdrawal form in section 11, but this is not mandatory.
OVDV BV
Heirweg 74
9270 Kalken
Belgium
Email: service@ovdv.be
Phone: +32 474 13 95 27
Please include your order, booking or agreement number where available.
4. Returns of Goods and Products
4.1 Return Period
After notifying OVDV of your withdrawal, you must return or hand over the goods without undue delay and no later than 14 calendar days after the notification, unless OVDV has agreed to collect them.
4.2 Return Condition and Diminished Value
You may inspect and handle the goods only as necessary to establish their nature, characteristics and functioning, comparable to what would reasonably be possible in a physical shop.
You are responsible for any diminished value caused by handling beyond what is necessary for that purpose.
Please return the goods as complete as reasonably possible, including supplied accessories, manuals and components.
4.3 Return Costs
You bear the direct cost of returning goods only where you were informed of this before concluding the contract, as required by law.
For goods that cannot normally be returned by post, such as certain machines or bulky items, the estimated direct return cost or the method used to calculate it must be communicated before the contract is concluded.
If the legally required information was not provided, OVDV bears the return cost to the extent required by law.
The direct return cost is not automatically the same as the original delivery charge.
4.4 Refund
OVDV will reimburse payments received for the withdrawn goods, including the cost of the least expensive standard delivery method offered by OVDV, without undue delay and no later than 14 calendar days after receiving the withdrawal notice.
Additional delivery costs resulting from your choice of a more expensive delivery method do not have to be reimbursed.
OVDV may withhold reimbursement until the goods have been received back or until you provide evidence that they have been returned, whichever occurs first.
Reimbursement will be made using the same payment method used for the original transaction, unless another method is expressly agreed and does not result in additional costs for you.
5. Services Started During the Withdrawal Period
If you ask OVDV to start a paid service before the 14-day withdrawal period has expired, OVDV must obtain your prior express request where required by law.
If you then withdraw after the service has started, OVDV may charge a proportionate amount for the service already provided up to the time of withdrawal, provided the legal conditions have been met.
If the service has been fully performed during the withdrawal period, the right of withdrawal may be lost only where performance began with your prior express consent and you acknowledged that you would lose the right of withdrawal once the service had been fully performed.
If OVDV starts the service without the legally required express request or information, you are not liable for the service performed during the withdrawal period to the extent provided by law.
6. Recurring or Annual Service Agreements
The statutory right of withdrawal during the first 14 calendar days is separate from an ordinary contractual cancellation.
After the statutory withdrawal period, a consumer or professional customer may request cancellation by email at service@ovdv.be.
OVDV will confirm the effective cancellation date and any financial consequences in writing, based on the specific agreement, services already performed, the agreed service period and mandatory law.
Cancellation does not retroactively cancel services that have already been fully or partly performed.
Unless expressly agreed otherwise, no service agreement is managed or cancelled automatically through a customer account.
7. Garden-Machine Rentals
For an eligible rental booking concluded at a distance or off premises, a consumer generally has a 14-day right of withdrawal from the day the rental contract is concluded, unless a statutory exception applies.
If you expressly request the rental, handover, delivery, collection or related service to begin during the withdrawal period and then withdraw after performance has started, OVDV may charge a proportionate amount for what has already been provided, subject to the legal conditions described in section 5.
If the rental has been fully performed during the withdrawal period, the right of withdrawal may be lost only where the legally required prior express consent and acknowledgement were obtained.
A cancellation request made outside the statutory withdrawal period is handled according to the applicable booking confirmation or written rental agreement.
If no specific cancellation rule was agreed, contact OVDV as soon as possible. OVDV will assess the request reasonably and confirm the outcome in writing.
OVDV does not currently require a rental deposit. This policy does not create any deposit obligation.
8. Exceptions to the Right of Withdrawal
The right of withdrawal does not apply where an exception under applicable European or Belgian law applies. Examples can include:
- goods made to the consumer’s specifications or clearly personalised;
- goods liable to deteriorate or expire rapidly;
- sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed;
- a service that has been fully performed under the conditions described in section 5;
- certain urgent repair or maintenance work specifically requested by the consumer, to the extent provided by law.
Any exception will be applied only where all legal requirements are met.
9. Voluntary Returns Outside the Statutory Right
There is no automatic right to return or cancel an in-store purchase, a B2B purchase or a contract after the statutory withdrawal period simply because the customer has changed their mind.
OVDV may voluntarily accept a return or cancellation in writing. Any such acceptance may be subject to reasonable conditions communicated in advance and does not limit mandatory rights concerning defective or non-conforming goods or services.
10. Defective or Non-Conforming Goods and Services
The right of withdrawal is separate from statutory rights relating to defective or non-conforming goods and services.
If a product or service is defective or does not correspond to the agreement, contact OVDV with the order or booking number and a description of the issue.
11. Model Withdrawal Form
Complete and return this form only if you wish to withdraw from an eligible consumer contract.
To:
OVDV BV
Heirweg 74
9270 Kalken
Belgium
Email: service@ovdv.be
I hereby give notice that I withdraw from the contract concluded for the following goods, service, service agreement or rental:
Order / booking / agreement number: ____________________
Ordered or concluded on: ____________________
Received on, for goods: ____________________
Name of consumer: ____________________
Address of consumer: ____________________
Date: ____________________
Signature, only if submitted on paper: ____________________
12. Contact
Questions about a return, withdrawal or cancellation can be sent to:
Email: service@ovdv.be
Phone: +32 474 13 95 27
13. Legal Basis
This policy is intended to reflect:
- Directive 2011/83/EU on consumer rights, in particular Articles 9 to 16;
- Book VI of the Belgian Code of Economic Law, including Articles VI.45 and following and Articles VI.47 to VI.53 concerning distance contracts and the right of withdrawal.