Refund policy

RETURNS
We are committed to providing fresh seafood products of the highest quality, while strictly adhering to Belgian and European consumer rights legislation.

  1. Nature of Products and Non-Acceptance of Returns: Due to the highly perishable nature of our seafood products, and in accordance with Article VI.53 of the Belgian Code of Economic Law, we cannot accept returns once the products have been delivered, except in cases of non-conformity.

  2. Right of Withdrawal: In accordance with European Directive 2011/83/EU and Article VI.47 of the Belgian Code of Economic Law, the right of withdrawal does not apply to perishable foodstuffs. Therefore, once an order is placed, it cannot be canceled, except with our express agreement.

  3. Quality and Conformity Guarantee: We guarantee the freshness and quality of all our products at the time of delivery. Our products conform to the description provided on our website and meet current food safety standards.

  4. Legal Guarantee of Conformity: In accordance with Articles 1649bis to 1649octies of the Belgian Civil Code, all our products are covered by the legal guarantee of conformity. If a product is found to be non-conforming to its description or unfit for consumption at the time of delivery, you are entitled to the rights provided by law.

  5. Procedure in Case of Dissatisfaction or Non-Conformity: If you are not satisfied with the quality of the product received or if you notice a non-conformity, please follow these steps: a) Contact us immediately, within 24 hours of receiving your order. b) Provide clear proof of the issue (e.g., a photo of the product). c) Have your proof of purchase readily available.

  6. Review of Claims: We will carefully review each claim. If deemed valid, we will offer, in accordance with the law:

    • A refund, or
    • A replacement of the product (subject to availability)

  7. Claim Period: For fresh products, any claim must be made within 24 hours of receiving your order. For non-perishable products, the legal warranty period of two years applies, in accordance with Belgian law.

  8. Refund: In the event of a justified refund, it will be processed within 14 days of the refund agreement, in accordance with Article VI.50 of the Belgian Code of Economic Law.

  9. Disputes: In the event of a dispute, we always prioritize an amicable resolution. However, in accordance with European law, you have the option to use the online dispute resolution (ODR) platform provided by the European Commission: https://ec.europa.eu/consumers/odr/

  10. Data Protection: The processing of your personal data within the framework of this policy complies with the General Data Protection Regulation (GDPR) and our privacy policy.

  11. Contact: For any claims or questions regarding this policy, please contact us at:

    • Phone: 02 648 05 60
    • Email: info@khachane.be
    • Address: Avenue Guillaume Gilbert 15, Ixelles, Belgium

  12. Governing Law: This policy is governed by Belgian law. Any dispute shall fall under the exclusive jurisdiction of the Belgian courts.

At Khachane, we strive to maintain the highest standards of quality and customer service, while strictly adhering to current legislation. Your satisfaction and your rights as a consumer are essential to us, and we will handle each situation with care, professionalism, and in compliance with the law.