Refund policy

Returns & Refund Policy

Supply Drop | supplydrop.be
Effective Date: May 2026
Last Updated: April 2026

1. Your Right to Change Your Mind (14-Day Withdrawal Period)

1.1 The Cooling-Off Period

Under EU Consumer Rights Directive 2011/83/EU, consumers can withdraw from distance contracts (like online purchases) within 14 days of the delivery of goods, without any explanation or cost. This is your legal right to cancel your order and receive a full refund.

When does the 14-day period start?

The 14-day period begins on the day you receive your order. If the 14-day period expires on a weekend or public holiday, your deadline automatically extends to the next working day.

What does the refund include?

Your refund will include:

  • The full product price
  • Standard shipping costs
  • Any applicable taxes

Your refund will be issued to the original payment method you used at checkout within 14 days of us receiving your return.

2. How to Return Your Order

2.1 Initiating a Return

To withdraw from your purchase, you must notify us of your decision in writing within 14 days of receiving your order. You may:

Option 1: Use the online returns form on our website (via your account dashboard under "My Orders" → "Request Return")

Option 2: Email us at info@supplydrop.be with:

  • Your order number
  • Your name
  • Your reason for return (optional)

A confirmation receipt with return shipping details will be sent to you within 24 business hours.

2.2 Return Shipping Process

Who pays for return shipping?

  • You are responsible for the cost of returning items to us, unless we advise otherwise.
  • However, if we failed to inform you of return shipping costs before you made your purchase, we will cover the cost.
  • For bulky items (large starter sets, rulebooks with multiple copies, etc.), we will provide a return label.

Where do I send returns?

Our return address is:

Supply Drop Returns
Nanofstraat 34, 3590 DIEPENBEEK, BELGIUM

We recommend using a tracked shipping service (such as bpost, DPD, or UPS) so you have proof of return. Keep your tracking number — you will need it for your records.

2.3 Timeline for Returns

  1. Initiate return within 14 days of delivery
  2. Ship return within 14 days of notifying us
  3. We receive your return at our warehouse
  4. We process your return (inspect goods, confirm condition) within 5 business days
  5. Refund issued within 14 days of receiving your return (per EU law)

Example: You receive an order on April 1st. You must notify us by April 15th to return items. Once we receive your return, your refund will be processed within 14 days.

3. What We Accept for Return

3.1 Returnable Items

We accept returns on the following, provided items are in original, unused condition:

✅ Unopened miniature sets and sprues
✅ Rulebooks and gaming guides (shrink-wrapped or sealed)
✅ Unpainted or unassembled terrain and scenery
✅ Tools (unpacked and unused)
✅ Dice sets (sealed or unused)
✅ Paints and hobby supplies (sealed/unopened)
✅ Books (pristine condition)

3.2 Non-Returnable Items & Exceptions

Under EU and Belgian law, certain items cannot be returned, including:

❌ Opened or assembled miniatures – Once a sprue has been removed from packaging or built, it cannot be resold.
❌ Painted items – Custom-painted or primed miniatures.
❌ Items opened for health/hygiene reasons – Opened paints, adhesives, primers (for consumer safety).
❌ Digital products – Downloadable rules PDFs, digital army lists, or streaming content (if already downloaded/accessed).
❌ Custom orders or personalised items – Made-to-order commission work or items specifically customised for you.
❌ Items with visible damage caused by you – Dents, breakage, or wear beyond normal handling.

Note: Your right to withdraw does not apply to these items, but you still have legal guarantee rights if items arrive defective (see Section 5).

4. Condition Requirements for Returns

4.1 What "Unused Condition" Means

When we receive your return, we will inspect items for:

  • Packaging: Original packaging should be intact (reasonable wear from handling is acceptable).
  • Seals: Manufacturer seals, shrink-wrap, and security labels should be unbroken.
  • Assembly: No pieces removed from sprues or assembled.
  • Markings: No paint, primer, or glue marks.
  • Odour: No evidence of paint or primer fumes.

4.2 What Happens If Items Don't Meet Condition Standards

If we receive items that show evidence of use or damage beyond normal handling, we have two options:

Option A: Reject the return and return your items at your cost.
Option B: Process a partial refund (typically 10–30% deduction) for condition issues.

We will contact you within 5 business days of receiving your return with photos and explanation if we choose Option B. You may accept the partial refund or request your items back at your own expense.

5. Defective or Non-Conforming Items (Legal Guarantee)

5.1 Two-Year Legal Guarantee

Separate from your right to withdraw, EU law provides a two-year legal guarantee on goods purchased. This means:

If an item arrives defective or does not match the product description, you have the right to:

  1. Free repair by us
  2. Free replacement with a new item
  3. Full refund without deduction
  4. Partial refund (with your agreement) if repair/replacement isn't practical

This guarantee applies regardless of your cooling-off period.

5.2 What Qualifies as Defective

  • Manufacturing defects (bent sprues, miscast parts, missing components)
  • Damaged packaging upon arrival (if item inside is damaged)
  • Items that do not match the product description on our website
  • Missing pieces from a boxed set (not caused by you)

5.3 How to Claim Under Guarantee

  1. Report the issue within 2 months of receiving the item (this is your window to notify us).
  2. Provide photos clearly showing the defect.
  3. We inspect and determine the best resolution.
  4. Repair, replace, or refund at our cost (including return shipping for the defective item and shipping for the replacement).

Important: You must report defects within 2 months of discovery. After 2 months, your right to invoke this guarantee may be lost.

6. Refund Method & Timeline

6.1 How You'll Receive Your Refund

Refunds are issued to your original payment method:

  • Credit/Debit Card: 3–5 business days after refund processing
  • PayPal/Digital Wallet: 1–2 business days after refund processing
  • Bank Transfer: 5–10 business days (depending on your bank)

Note: Your bank or payment provider may take additional time to credit your account. We process refunds within 14 days of receiving your return; any delays beyond that are outside our control.

6.2 Refund Status

You can track your refund status by:

  1. Logging into your Supply Drop account
  2. Viewing your order in "My Orders"
  3. Checking the "Refund Status" section

You will also receive an email confirmation once your refund has been processed.

7. Exchanges vs. Refunds

7.1 Can I Exchange Instead of Refunding?

Yes! If you'd prefer a replacement item instead of a refund:

  1. Request an exchange in your return form or email.
  2. We'll process your exchange at no additional cost (you cover return shipping).
  3. Once we receive and inspect your return, we'll ship your replacement.

Advantage: You avoid waiting for a refund to process, and we manage one shipment instead of two. We typically ship replacements within 3 business days of approving your return.

8. Special Circumstances

8.1 Partial Orders

If you ordered multiple items and are returning only some, your refund will include:

  • The price of returned items only
  • A pro-rata share of shipping costs (calculated based on the proportion of items returned)

Example: You order 3 items for €100 with €10 shipping. You return 1 item (one-third). Your refund = €33.33 (item) + €3.33 (shipping) = €36.66.

8.2 Orders Placed During Sales or Promotions

Sales prices, discounts, and promotional codes are all refunded at the price you paid. You are refunded the amount charged to your card, not the full retail price.

Example: You purchase an item at 20% off for €40 (original €50). If returned, you receive €40, not €50.

8.3 Orders with Free Shipping

If you received free shipping (via promotion or loyalty discount), the return is processed without a shipping deduction. Your refund = full product price.

8.4 Bulk or B2B Orders

Orders placed by businesses or resellers may have different terms. Contact us at info@supplydrop.be to discuss your specific order.

9. Lost, Damaged, or Undelivered Packages

9.1 Your Order Never Arrived

If your order doesn't arrive:

  1. We will track your shipment and locate it.
  2. If lost or damaged in transit, we will:
    • Replace it free of charge (covers the replacement item and shipping)
    • Refund you at your preference

We will never ask you to pay for items lost due to carrier failure. We work with SendCloud and our logistics partners to resolve these quickly (typically within 7–10 days).

9.2 Opened or Damaged Upon Arrival

If your order arrives damaged or opened:

  1. Document the damage with photos (including exterior packaging, any transit damage, and interior contents).
  2. Contact us within 24 hours of delivery.
  3. We will replace or refund free of charge.

We take liability for shipping damage. File a claim with us, and we handle carrier reimbursement.

10. Disputes & Complaints

10.1 Unresolved Returns or Refund Issues

If you are unhappy with our return decision or your refund is delayed:

  1. Contact us in writing at info@supplydrop.be with your order number and issue.
  2. We respond within 5 business days with an explanation or resolution.
  3. If unresolved, you may escalate to our management review (allow 10 additional business days).

10.2 Consumer Dispute Resolution

If we cannot resolve your issue, you have the right to:

  • Contact your national Consumer Centre:

    • [Belgium] European Consumer Centre Belgium (Centre Européen des Consommateurs Belgique): https://www.eccbelgium.eu/
    • [EU-wide] Find your local centre: https://www.eccnet.eu/

  • File a complaint with the Belgian authorities:

    • Direction générale Économie (DGE) –
    • Or local consumer protection office in your region

  • Use EU Online Dispute Resolution platform:

    • https://ec.europa.eu/consumers/odr/

You also have the right to pursue legal action in your local courts, though formal dispute resolution (ADR) is faster and usually free.

11. Return Shipping Addresses by Country

Returns to Supply Drop:

Supply Drop – Returns Department
Nanofstraat 34
3590 Diepenbeek
Belgium

For faster processing, please include:

  • Order number
  • Your full name
  • Your email address

12. Changes to This Policy

We may update this Returns & Refund Policy from time to time. Changes take effect 30 days after publication on this page.

Last Updated: April 2026
Effective Date for This Version: May 2026

13. Additional Information & Contact

13.1 FAQs

Q: Do I have to provide a reason for returning items?
A: No. Under EU law, you can withdraw from your purchase without explanation.

Q: What if I'm outside the EU?
A: Our policy applies to EU consumers. Non-EU customers should contact us for specific terms.

Q: Can I return items after 14 days?
A: Not under the withdrawal right. However, if the item is defective, you have up to 2 years to claim under the legal guarantee.

Q: Why am I being charged for return shipping?
A: EU law allows sellers to charge return costs unless we failed to inform you before purchase. Always check our policy at checkout.

Q: How long until I see the refund in my account?
A: Refunds are issued within 14 days of us receiving your return. Your bank may take 3–10 additional days to process.

13.2 Get in Touch

Customer Service Email: Info@supplydrop.be
Mailing Address:

Supply Drop – Customer Service
Nanofstraat 34
3590 Diepenbeek, Belgium

14. Legal Basis & Compliance

This policy is governed by:

  • EU Consumer Rights Directive 2011/83/EU (Cooling-off period, right of withdrawal)
  • Belgian Code of Economic Law, Book VI (Implementation of EU Consumer Rights Directive in Belgium)
  • EU Directive 2019/771 (Legal guarantee of goods)
  • Belgian Civil Code (General contract law)
  • GDPR 2016/679 (Data protection for customer information)

For detailed legal information, consult the European Commission's consumer rights portal: https://ec.europa.eu/info/business-economy-euro/consumers_en

Supply Drop is committed to fair, transparent, and legal returns practices. We value your trust.

This policy applies to all orders placed through supplydrop.be from May 2026 onwards.