Refund policy

Last updated: 19 April 2026

This policy covers returns, refunds, and warranty for orders placed on cirkleplanet.com. It merges what used to be our separate Returns and Refunds pages into one document.

Your right to return (EU withdrawal right)

Under EU consumer law (Directive 2011/83/EU, transposed in Belgium in the Code de droit économique), you have 14 days from the day you receive your order to notify us that you want to return it, and a further 14 days to ship it back.

What qualifies for return

  • The riser must be unused, in its original packaging, and in the same condition you received it.
  • You bear the return shipping cost unless the product was damaged, faulty, or not what you ordered.

Exception for custom and personalised orders

The 14-day right of withdrawal does not apply to goods made to your specifications or clearly personalised. This is a statutory exception under Directive 2011/83/EU, Article 16(c), transposed in Belgium at Code de droit économique, Article VI.53, 3°.

In practice, the exception applies when you order:

  • A colour that is not part of our standard catalogue on cirkleplanet.com.
  • A size or model that we produce to your specifications (for example, a riser sized for a filter that is not on our standard compatibility list).
  • Any other modification requested by you that causes us to print a riser that would not be resellable as-is to another customer.

Before we start printing a custom order, we explain this exception in writing (email or order note) and ask you to confirm. Once you confirm and we begin production, the 14-day withdrawal right no longer applies to that item. Statutory warranty rights against manufacturing defects (see below) remain fully applicable.

If you are unsure whether your order qualifies as custom, contact us before placing it — we will tell you clearly.

How to start a return

  1. Email us through the contact page with your order number and the reason for return.
  2. We reply within 48 hours on business days with the return address and instructions.
  3. Ship the riser back using a tracked service. Keep your tracking receipt until the refund lands.

How we process refunds

Once we receive and inspect the returned riser:

  • We refund within 14 days to your original payment method.
  • Original outbound shipping costs are refunded on full-order returns, as required by EU law.
  • Return shipping costs are refunded only if the product was damaged, faulty, or wrong.

Damaged, faulty, or wrong items

If your order arrives damaged, faulty, or not matching what you ordered:

  • Contact us within 14 days with photos of the problem.
  • We cover the return shipping and either send a replacement or issue a full refund at your choice.

Warranty (2-year EU statutory warranty)

Our risers are covered by the 2-year legal warranty against manufacturing defects, as required by EU Directive 2019/771. This covers defects present at the time of delivery, even if they show up later.

The warranty does not cover: 

  • Damage caused by drops, misuse, or loads above the specified capacity.
  • Cosmetic wear from normal use (light scratches, discoloration from prolonged UV exposure).
  • Use outside the intended purpose (outdoor exposure, contact with boiling water, chemical cleaning agents).

A note on 3D-printing aesthetics

Each riser is 3D-printed, so light layer lines and minor surface variations are part of the process. They are not defects and are not grounds for return on that basis alone.

Questions

Reach us via the contact page before returning anything. We'll confirm the right process for your order.