This page informs our customers about the conditions applicable to the right of withdrawal
(consumer clients) and the terms for handling
defective or non-compliant products (consumers and professionals),
in accordance with current Belgian legislation and our General Terms and Conditions of Sale.
1) Right of Withdrawal (consumers only)
1.1 Principle
In accordance with Articles VI.47 et seq. of the Belgian Code of Economic Law,
the client, as a consumer, has a period of
14 calendar days to withdraw from a distance sales contract,
without having to provide a reason.
This period begins on the day the consumer, or a third party designated by them,
takes physical possession of the goods.
1.2 Exceptions to the Right of Withdrawal
In accordance with Article VI.53 of the Code of Economic Law,
the right of withdrawal does not apply in the following cases, among others:
- Products sold with a mandatory installation service:
upon order validation, the product is considered customized,
being shipped to a professional installer for specific assembly. - Products installed, connected, or used:
any product that has been unboxed, connected to an electrical system, mounted on a vehicle,
or used cannot be returned under the right of withdrawal
(excluding legal warranty in case of defect). - Products sold with a subscription or activated service:
upon activation of the service or associated license, the service is considered
consumed and cannot be returned or refunded. - Products customized or configured at the client’s request.
1.3 Exercising the Right of Withdrawal
To exercise their right of withdrawal, the consumer must notify us of their decision
within the legal period of 14 days.
The consumer may use our withdrawal form in PDF format.
After receiving the request, we will provide return instructions.
No returns are accepted without prior validation and return instructions.
1.4 Return Conditions (Withdrawal)
- Product unused, uninstalled, and unconnected,
- Complete product (accessories, manuals, original packaging),
- No traces of assembly or technical handling.
Direct return costs are borne by the consumer, unless otherwise specified.
Any product returned in violation of these conditions may be refused or be subject
to a reduction in value.
1.5 Refund
The refund will be issued within 14 calendar days following the
receipt and verification of the returned product, via the same payment method,
unless expressly agreed otherwise.
2) Defective or Non-Compliant Products (consumers & professionals)
2.1 Principle
Regardless of the right of withdrawal, any client, consumer or professional,
may assert their rights in case of a defective or non-compliant product,
in accordance with applicable legislation and our General Terms and Conditions of Sale.
2.2 Mandatory Procedure – Prior Contact
No returns are accepted without prior contact with our technical support.
- The customer must contact our support via the contact form available
- The client precisely describes the problem encountered.
- Our support analyzes the request and provides instructions to follow.
- If a return is necessary, a case number and a
specific return address are provided.
Any return made without prior validation, without a case number, or sent
to an address not communicated by our services may be refused
or returned at the client’s expense.
2.3 Assessment of Defect or Non-Compliance
The existence of a defect or non-compliance is assessed based on the information
provided by the client and, if necessary, after technical diagnosis or product examination.
MS Europe then informs the client of the applicable solution.
This analysis is carried out without prejudice to the client’s legal rights.
2.4 Possible Solutions
- repair,
- replacement,
- or, if the previous solutions are not possible or proportionate,
refund or credit note as appropriate.
3) Limits & Exclusions (outside legal warranty)
Outside of the right of withdrawal when applicable and legal rights
in case of defect or non-compliance, no returns for mere convenience
are accepted.
- products installed, connected, or used,
- products sold with mandatory installation,
- products associated with a subscription or activated service,
- products customized or configured at the client’s request,
- returns made without following the after-sales service procedure described above.
4) Contact
For any questions regarding the right of withdrawal or an after-sales service return,
please use our contact form
Last updated: 2026-01-05