Return and refund policy

For purchases via the Kroots webshop

We want families to be able to order from Kroots with confidence. Below we clearly explain when you can return a product, when a refund is possible, and what legal rights you have as a consumer.

Scope

This returns and refund policy applies exclusively to products and services purchased directly via the Kroots website.

For products, subscriptions or services purchased via external digital platforms, marketplaces or third-party app stores, such as Spotify, BookBeat, Kobo or other distribution platforms, the terms and conditions, refund policies and cancellation policies of the relevant platform apply.

Kroots has no control over the refund procedures of these external platforms and cannot process refunds for purchases made through such platforms. For questions about refunds, cancellations or subscription management, please contact the platform on which the purchase was made directly.

2. Right of withdrawal for online purchases

If you, as a consumer, purchase a product online via the Kroots webshop, you can withdraw your purchase within 14 calendar days of receipt without giving any reason.

To exercise your right of withdrawal, you must inform Kroots within this period via email or through another clear statement of your decision to withdraw from the agreement. You can contact us at hello@kroots.world. You may also use the model form at the bottom of this document, but this is not mandatory.

After your notice of withdrawal, you have another 14 calendar days to return the product to us.

3. Conditions for return

To be eligible for a return:

the item may only have been handled to the extent necessary to establish its nature, characteristics and functioning, as would also be possible in a physical shop;
the item must, except for any permitted inspection, be in the same condition as when you received it;
where reasonably possible, the item must be returned in its original packaging;
you must be able to provide proof of purchase, such as an invoice, order confirmation or payment receipt;

if the product has been used beyond what is necessary to establish its nature, characteristics and functioning, Kroots may charge a reduction in value in accordance with applicable law.

4. Exception to the right of withdrawal

In the following cases, the right of withdrawal or a refund does not apply, to the extent permitted by law:

sealed audio, video, or software products whose seal was broken after delivery, including sealed audio cassettes
items that are no longer in their original condition, are damaged or have missing parts for reasons that cannot be attributed to Kroots;
products made or personalised to the clear specifications of the customer, if applicable
other products for which the right of withdrawal is excluded in accordance with applicable law.

Important for audio products: if a physical audio product is delivered sealed, the right of withdrawal may expire once the seal has been broken after delivery.

Refunds

Once we have received and inspected your return, you will receive a confirmation email. We will then inform you whether your refund has been approved or refused.

If your refund is approved, the amount will be refunded using the same payment method you used for the original purchase, unless otherwise agreed.

Refunds will be processed within a reasonable time and no later than 14 days after we have been informed of your decision to withdraw from the agreement. However, we may wait to refund until we have received the goods, or until you have provided evidence that you have returned the goods, depending on which occurs first.

6. Returns and return costs

The address for returns is located in Belgium and will be communicated after we receive your return notification. You can send your return notification to hello@kroots.world.

Unless the product is defective, damaged or incorrectly delivered, the costs of return shipping are borne by the customer.

In the event of a valid withdrawal, the purchase price and standard delivery costs will be refunded in accordance with applicable law. Any additional costs resulting from a delivery method chosen by the customer that is more expensive than standard delivery will not be refunded.

For valuable items, we recommend using a shipping service with tracking or shipping insurance. Kroots cannot guarantee that a return without tracking will be received correctly.

7. Defective, damaged or incorrectly delivered products

If you receive a defective product or if the delivered product does not correspond to your order, please contact us as soon as possible at orders@kroots.world.

Please preferably include your order number, a brief description of the problem, and, if possible, photos of the product and packaging. This helps us to provide a solution more quickly.

Consumers benefit from the two-year legal guarantee in accordance with Belgian consumer law. This guarantee applies to conformity defects that already existed at the time of delivery and that become apparent within the statutory guarantee period.

8. Exchanges

Exchanges are only possible if Kroots expressly agrees to this and if the desired replacement product is available. If an exchange is not possible, the return will be processed according to the normal refund procedure.

9. Contact

Do you have any questions about returns, refunds or your statutory rights as a consumer? Please feel free to contact us at: orders@kroots.world.

Model withdrawal form

Use this form only if you wish to withdraw from the agreement. You are not obliged to use this form; a clear statement by email is also sufficient.
To: Kroots BV, Belgium, hello@kroots.world

I/We (*) hereby inform you that I/we (*) revoke/revoke (*) our agreement regarding the sale of the following goods (*):
________________________________________________________________________________
Ordered on (*) / received on (*):
________________________________________________________________________________
Name of consumer(s):
________________________________________________________________________________
Address of consumer(s):
________________________________________________________________________________
Email address of consumer(s):
________________________________________________________________________________
Order number, if available:
________________________________________________________________________________
Signature of consumer(s), only when this form is submitted on paper:
________________________________________________________________________________
Date:
________________________________________________________________________________
(*) Cross out what is not applicable.