Returns & After-Sales Service (ASS) Terms and Conditions

Returns & After-Sales Service (SAV) Policy GUST CARE B2C

Last updated: May 11, 2026

1. Purpose

This policy defines the conditions applicable to returns, refunds, exchanges, and after-sales service requests from GUST CARE individual customers, in accordance with the Belgian Code of Economic Law (Book VI) and European Directive 2011/83/EU.

2. Right of withdrawal (14 days)

In accordance with articles VI.47 to VI.53 of the Code of Economic Law, the Customer has a period of 14 calendar days from receipt of the order to exercise their right of withdrawal, without having to state a reason and without penalty.

The period starts from the day the Customer (or a third party designated by the Customer, other than the carrier) takes physical possession of the product.

3. Products eligible for return

Products can only be returned if they meet the following conditions:

  • unused;
  • unopened, in their original undamaged packaging;
  • in perfect resalable condition;
  • accompanied by proof of purchase.

Products opened or unsealed after delivery cannot be returned for hygiene and health protection reasons, in accordance with article VI.53, 5° of the Code of Economic Law.

This exclusion is brought to the consumer's attention before placing the order, in accordance with the pre-contractual information obligation (article VI.45, § 1, 11°).

Any product returned incomplete, used, damaged, or unfit for resale may be refused.

4. Return procedure

To request a return, the Customer must contact customer service at contact@gustcare.com with:

  • the order number;
  • the name of the product concerned;
  • the reason for the return;
  • photos if necessary.

After validation, return instructions will be communicated to the Customer. No returns should be made without prior validation.

The Customer has 14 days following the notification of withdrawal to return the product(s). It is recommended to keep proof of shipment (tracking number).

Return address:

Ameritex SRL – [Full address] – Belgium

5. Return costs

Return costs are borne by the Customer, except in cases of:

  • preparation error;
  • defective product;
  • product damaged before receipt.

In these cases, GUST CARE covers the return costs and arranges for package collection.

6. Defective or damaged products

The Customer must report any problem within 48 hours of receiving the package by email to contact@gustcare.com.

The file must include:

  • clear photos of the product;
  • photos of the package;
  • a description of the problem.

After analysis, GUST CARE may offer:

  • a replacement;
  • a partial or full refund;
  • a credit note.

7. Refunds

In accordance with article VI.50, § 2 of the Code of Economic Law:

  • The full refund (product + initial standard delivery costs) is made within a maximum of 14 days from the notification of withdrawal.
  • The refund may be deferred until receipt of the returned product or proof of its shipment (whichever comes first).
  • The refund is made via the same payment method used for the order, unless otherwise agreed.

If the Customer chose a more expensive delivery method than the standard method, only the cost of the standard method is refunded.

GUST CARE reserves the right to refuse a refund if the return conditions are not met.

8. Non-refundable products

For hygiene and health protection reasons, in accordance with article VI.53, 5° of the Code of Economic Law, products opened or unsealed after delivery cannot be refunded or exchanged.

9. Legal guarantee of conformity

In Belgium, all consumer goods benefit from a 2-year legal guarantee of conformity (articles 1649bis to 1649octies of the former Civil Code, transposing Directive (EU) 2019/771).

If a lack of conformity appears within the first 12 months, it is presumed to have existed at the time of delivery. The Customer is entitled to repair, replacement, a price reduction, or a refund.

10. Lost or undelivered packages

In case of a delivery problem, the Customer must contact customer service.

An investigation may be opened with the carrier before any commercial solution is offered.

In accordance with article VI.43, § 2 of the Code of Economic Law, in the absence of delivery within 30 days, the Customer may terminate the contract and obtain a full refund.

11. Disputes and mediation

In case of a dispute, we invite you to contact us first to find an amicable solution.

If no solution is found, you can resort to:

These remedies are free for the consumer, in accordance with Book XVI of the Code of Economic Law.

12. After-sales service contact

For any questions regarding returns or after-sales service:

Email: contact@gustcare.com
Phone: +32 468 35 54 85
Website: https://gustcare.com
Hours: Monday to Friday, 9:00 AM to 7:00 PM

We commit to processing all requests within 5 business days.