Refund policy

1. Scope

This policy applies to consumers who order online from Stays BV (Tramstraat 18, 9070 Heusden, Belgium, company number BE 0672.875.637, hello@stays.green). Business customers (B2B) have no right of withdrawal unless agreed otherwise in writing.

2. 14-day withdrawal period

You have the right to withdraw from your purchase within 14 calendar days without giving any reason. This period starts on the day after you receive your order. If your order is delivered in several shipments, the period starts on the day after you receive the last shipment.

3. How to withdraw

To withdraw, send an email to hello@stays.green before the withdrawal period ends. You may use the model withdrawal form at the bottom of this page, but this is not mandatory. A clear statement that you are withdrawing from the contract is sufficient.

Please include in your email:

  • your name;
  • your order number;
  • the products you are returning.

We will confirm receipt of your withdrawal by email without delay.

4. Returning your products

  • Send the products back no later than 14 days after your withdrawal to: Stays BV, Tramstraat 18, 9070 Heusden, Belgium.
  • The cost of returning the products is entirely at your expense. You choose the carrier yourself.
  • We recommend a tracked and insured shipment. You bear the risk of the return shipment until we receive the parcel. Please keep your proof of shipment.
  • Silk flowers and vases are fragile and can lose their shape. Pack them carefully, preferably in the original packaging. Damage caused by inadequate packaging during the return counts as a loss in value (section 6).
  • We refuse parcels sent without postage or cash on delivery. If you return from outside the European Union, state on the customs documents that the shipment is a return. Customs fees and import duties on the return are at your expense; if they are charged to us, we deduct them from the refund.
  • We do not collect returns. Exception: products that cannot be sent by post because of their size. In that case we will tell you the collection cost in advance.

5. Refunds

  • We refund the purchase price within 14 days of receiving your withdrawal.
  • If you withdraw from the entire order, we also refund the standard delivery costs. Additional costs for a more expensive delivery option you chose yourself (e.g. express delivery or gift wrapping) are not refunded.
  • We may withhold the refund until we have received the products or until you have shown proof that you sent them back, whichever comes first.
  • We refund using the payment method you used for the purchase, unless you expressly agree to another method. This will not cost you anything extra.

6. Condition of the products and loss in value

You may only handle the product as you would in a shop, to establish its nature, characteristics and functioning. Return it with all parts and accessories, as far as possible in its original condition and packaging.

If the product has been used or damaged beyond what is necessary to assess it, we will deduct the loss in value from the refund. For example, in case of:

  • stems that have been cut, bent or deformed;
  • stains, odours (such as smoke or perfume), discolouration or dust;
  • damaged or missing parts;
  • missing or unusable original packaging.

The deduction can amount to the full purchase price if the product can no longer be sold. We document the condition on receipt with photos and will share them on request.

7. Exceptions

The right of withdrawal does not apply to:

  • products composed or made to your specifications at your request, such as made-to-order pieces, custom projects and personalised items. This includes compositions in colours, sizes or combinations that are not offered as standard in our webshop;
  • sealed products that cannot be returned for hygiene reasons once the seal has been broken after delivery.

We clearly state whether an order is made to order on the product page or in the quote before you order.

8. Flower subscription

A flower subscription is a rental agreement: the flowers and vases remain the property of Stays. If you concluded the subscription at a distance (online, by email or by phone), you may withdraw within 14 days of concluding the contract. If you asked for the first delivery to take place within that period, you will pay an amount proportional to what has already been delivered. When the subscription ends, you return the flowers and vases in the same condition. Damaged or missing items will be charged at the current webshop price.

9. Defective, damaged or incorrect deliveries

These are not covered by the right of withdrawal but by the 2-year legal guarantee (see our terms and conditions).

  • Report transport damage or an incorrect delivery as soon as possible, preferably within 3 days of delivery, with photos of the product and the packaging. Your legal rights also apply if you report later.
  • If the defect is justified, we will repair or replace the product free of charge and cover the return costs.

10. Gifts

Did you receive a product as a gift? The refund will be made to the person who paid for the order.

11. Questions or complaints

Contact us at hello@stays.green or +32 474 47 11 47. If we cannot find a solution together, you can contact the Belgian Consumer Mediation Service (www.consumentenombudsdienst.be).

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract.

To: Stays BV, Tramstraat 18, 9070 Heusden, Belgium, hello@stays.green

I hereby give notice that I withdraw from my contract for the sale of the following goods:

  • Products:
  • Order number:
  • Ordered on / received on:
  • Name of consumer:
  • Address of consumer:
  • Signature (only if this form is sent on paper):
  • Date: