Refund & Returns Policy
Refund & Returns Policy – HalloW Props
Last updated: 03/10/2026
This Refund & Returns Policy applies to purchases made through HalloW Props websites and other distance sales channels, unless expressly agreed otherwise in writing.
Different rules apply depending on whether the customer is a consumer (B2C) or a professional customer (B2B).
1. Right of withdrawal – consumers (B2C)
Consumers who purchase goods through our webshop or another distance sales channel generally have a legal right to withdraw from the purchase within 14 calendar days without giving a reason, unless a legal exception applies.
For goods, the withdrawal period generally begins when the consumer, or a third party designated by the consumer other than the carrier, physically receives the goods.
The consumer must inform HalloW Props of the decision to withdraw before the 14-day withdrawal period expires.
Professional customers (B2B) do not have the statutory consumer right of withdrawal.
2. How to exercise the right of withdrawal
Consumers can exercise their right of withdrawal by sending a clear statement indicating their decision to withdraw from the purchase.
This can be done by email:
info@hallowprops.eu
Consumers may also use the withdrawal function provided on the HalloW Props website and/or the applicable model withdrawal form.
When an online withdrawal request is submitted through the withdrawal function, confirmation of the request will be provided in accordance with applicable law.
It is sufficient for the consumer to send the withdrawal notification before the withdrawal period expires.
3. Returning the goods after withdrawal
After notifying HalloW Props of the decision to withdraw, the consumer must return the goods without undue delay and no later than 14 calendar days after communicating the withdrawal.
The return deadline is met if the goods are sent before the 14-day return period has expired.
4. Inspection and handling of products
During the withdrawal period, consumers may inspect and handle a product only to the extent necessary to establish its nature, characteristics and functioning, comparable to the inspection that would normally be permitted in a physical store.
Products should therefore be returned complete and, where reasonably possible, with all supplied accessories, components, manuals and packaging.
Opening packaging does not automatically remove the right of withdrawal.
However, if the consumer handles or uses the product beyond what is necessary to establish its nature, characteristics and functioning, the consumer may be responsible for any resulting reduction in value.
HalloW Props may apply a reasonable reduction in the refund where the value of the product has decreased because it was handled or used beyond what was necessary for normal inspection, to the extent permitted by law.
5. Seals and product opening
A broken packaging seal or warranty seal does not by itself automatically remove statutory consumer rights.
However, the condition of seals, packaging, components and the product itself may be taken into account when assessing whether the product has been handled beyond what was necessary for inspection or whether damage has occurred.
For products legally excluded from the right of withdrawal for health or hygiene reasons, the right of withdrawal may cease after the relevant sealed packaging has been opened.
6. Return shipping costs
When a consumer exercises the legal right of withdrawal, the direct cost of returning the goods is borne by the consumer, unless HalloW Props has expressly agreed to bear those costs or applicable law provides otherwise.
The consumer is responsible for packaging the goods appropriately for the return shipment.
We strongly recommend using a suitable and traceable shipping method, particularly for valuable products.
7. Refunds following a valid withdrawal
Following a valid withdrawal, HalloW Props will reimburse the payments received from the consumer in accordance with applicable consumer law.
This includes the purchase price and, where legally required, the cost of the least expensive standard delivery method offered by HalloW Props for the original order.
Additional costs resulting from the consumer choosing a more expensive delivery method than the standard delivery option are not refundable to the extent permitted by law.
Refunds will be made using the same payment method used for the original transaction, unless the consumer expressly agrees otherwise.
HalloW Props will process the refund within the legally applicable period. For sales of goods, HalloW Props may withhold reimbursement until the returned goods have been received or until the consumer provides evidence that the goods have been sent back, whichever occurs first, where permitted by law.
8. Products excluded from the right of withdrawal
The legal right of withdrawal does not apply in situations where an exception provided by applicable consumer law applies.
This may include, in particular:
- goods made to the consumer's specifications;
- clearly personalized goods;
- sealed goods that are not suitable for return for health protection or hygiene reasons and which have been unsealed after delivery;
- digital content supplied without a tangible medium where performance has begun with the consumer's prior express consent and acknowledgement of the loss of the right of withdrawal, where the legal requirements are met;
- other products or services for which applicable law expressly excludes the right of withdrawal.
9. Important distinction – made-to-order vs. custom-made
A product is not automatically excluded from the legal right of withdrawal merely because HalloW Props produces or orders the product only after receiving the customer's order.
The withdrawal exception for customized goods applies where the product is manufactured according to the consumer's individual specifications or is clearly personalized, as required by applicable law.
For example, a standard HalloW Props product that is simply produced after an order is placed may still be subject to the consumer right of withdrawal.
A prop, controller, assembly or other product that is specifically designed, dimensioned, configured, personalized or manufactured according to individual customer requirements may fall within the legal custom-made goods exception.
10. Defective or incorrect products
The right of withdrawal is separate from the consumer's legal guarantee rights.
If a product is defective, damaged due to a cause for which HalloW Props is legally responsible, or does not correspond to what was ordered, the consumer may have rights under the applicable legal guarantee.
A consumer should therefore contact HalloW Props at info@hallowprops.eu if the return concerns a defect, incorrect product or possible warranty claim.
The costs and remedies applicable to a valid legal guarantee claim are determined by the applicable guarantee legislation and are not governed solely by the withdrawal rules in this Refund & Returns Policy.
11. B2B purchases
Professional customers (B2B) do not benefit from the statutory consumer right of withdrawal.
A B2B order is therefore binding once the agreement has been concluded, subject to the General Terms and Conditions, the applicable quotation and any specific written agreement.
Returns of correctly supplied B2B products are accepted only with the prior written approval of HalloW Props.
Where a voluntary B2B return is accepted, HalloW Props may agree specific return conditions, transport costs, inspection costs or depreciation with the professional customer in advance.
This section does not affect any mandatory legal rights that may apply to a professional customer in relation to defective goods or other contractual non-performance.
12. Custom and project-based B2B orders
Custom-made and project-based B2B orders may involve design work, engineering, purchasing of materials, reserved production capacity and manufacturing specifically for the professional customer.
Such orders cannot be returned simply because the professional customer changes its mind, unless HalloW Props expressly agrees otherwise in writing.
Cancellation of a B2B project before delivery is governed by the General Terms and Conditions and any project-specific quotation or agreement.
13. Return address
Unless another return address is provided by HalloW Props for a specific return, goods should be returned to:
HalloW Props
Ad. De Spoelberchlaan 44
3150 Wespelaar
Belgium
Please include sufficient information to identify the order and customer.
14. Returns that do not qualify for withdrawal
If goods are returned without a valid right of withdrawal, without an applicable legal remedy, or outside an agreed B2B return arrangement, HalloW Props will contact the customer to determine the appropriate next step.
Where the customer requests that such goods be sent back, reasonable shipping costs may be charged to the customer where legally permitted.
HalloW Props will not automatically treat goods as abandoned, dispose of them, or permanently withhold a refund solely because return shipping costs have not been paid within a period of seven days.
15. Relationship with the General Terms and Conditions
This Refund & Returns Policy forms part of the HalloW Props sales conditions and should be read together with the applicable General Terms and Conditions.
Nothing in this policy limits mandatory rights granted to consumers under applicable law.
16. Changes to this policy
HalloW Props may update this Refund & Returns Policy for future orders.
The version applicable at the time an agreement is concluded will remain applicable to that agreement, unless a change is required by law or is otherwise validly agreed.
17. Contact
Questions concerning withdrawals, returns or refunds can be sent to:
📧 info@hallowprops.eu
