Skip to Content

Return & Cancellation Policy (Thermofloc.be)

1) Who does this apply to?

  • Consumers (B2C)inBE/NL/LU/DE/FR: you usually have14 days right of withdrawal.

  • Professional customers (B2B): the statutory right of withdrawal generallydoes not. Returns can only be made after written agreement from Thermofloc (e.g., wrong delivery, transport damage, or exceptionally for commercial service).

2) Right of withdrawal (B2C): period

  • You can withdraw your purchasewithin 14 days of receipt(without reason).

  • After your notification, you haveanother 14 daysto effectively return the goods. (This is the standard practice under EU rules.)

  • The customer is responsible for the transport and bears the costs.

3) How do you return?

  1. Register your return via [contact] with:

    • order number, name, delivery address

    • which products + quantity

    • reason (optional, but helps us improve)

  2. You will receive return instructions and thereturn address.

  3. Pack the goods securely and include the delivery note/invoice copy.

4) Conditions of the product

  • You mayinspect the product as in a store.

  • Depreciation: if the product has been used more than necessary for inspection, we may charge adepreciationfee.

  • For insulation materials in bags, we require returns to be unopened, undamaged, and in their original packaging. Opened or damaged bags may not be eligible for resale for quality and traceability reasons; in such cases, the return may be refused or a reduction in value may be applied (following assessment).

5) Return shipping costs

  • In the event of withdrawal (B2C), return costs are normally borne by the customer, unless:

    • we explicitly offer to pay them.

6) Refund

  • After withdrawal, we will reimburse all payments received, including the standard outbound shipping costs (excluding any additional costs for more expensive express delivery).

  • Refunds are processedwithin 14 daysafter your cancellation notice, but we may wait until:

    • we have received the goods back, or

    • you provide proof that you have returned them.

  • Refunds are made via bank transfer

7) Damaged, incorrectly delivered, or missing?

  • Report thisas soon as possible (within 24 hours after delivery)with photos of:

    • the outer packaging, labels

    • the damage/the incorrect item

  • In case of error/defect on our part or transport damage, we will provide an appropriate solution (replacement, refund, and/or return at our expense).

8) Exceptions (when cancellation does not apply)

The right of withdrawal does not apply (or may be limited) in cases such as:

  • custom-made/products made to specification

  • sealed products that cannot be returned after opening for health/hygiene reasons

  • goods with a limited shelf life or stored in poor conditions at the customer

9) Contact

Thermofloc Belgium (as part of Stucapro - SR TECHNICS BV)

E-mail:info@thermofloc.be
Return address:Beekvelden 9A Ranst, 2520
Company information:BE 0845 511 782