Custom Palley
We make a custom Palley especially for you, from the photos of your pet. That’s why the statutory 14-day right of withdrawal doesn’t apply (art. VI.53, 3° Belgian Code of Economic Law). So you can’t send it back because you changed your mind.
If your photos aren’t good enough: we check your photos and every 3D model before we have anything printed. If your photos don’t allow us to make a good Palley, we ask you for new photos. If those don’t work either, we refund the full amount, including the shipping costs.
Cancelling: we have your Palley printed in batches by our print partner. As long as your order hasn’t gone into production, you can cancel free of charge. You’ll get an email as soon as your order goes into production. If you want to cancel, email us as soon as possible at hallo@palleys.be with your order number. We then refund you in full within 14 days.
Palleys from our collection, not for custom Palleys
Right of withdrawal: you can withdraw from your purchase without giving a reason until 14 days after you received or picked it up. You can also do so before you receive it.
- How: through our online withdrawal function: palleys.be/retour, by emailing us at hallo@palleys.be or with the model form below.
- Not shipped or picked up yet? Then we refund you straight away and you don’t need to send anything back.
- Sending it back: send the product back to Bernheimlaan 26, 9050 Gentbrugge at the latest 14 days after you withdrew. You pay for the return shipping yourself. Keep the proof of postage.
- Condition of the product: send the product back unused and in good condition. If you use it more than needed to inspect it, we may charge for the loss in value.
- Refund: we refund you within 14 days of receiving your withdrawal. This includes the standard shipping costs of your original order. We may wait until we have the product back, or until you show us the proof of postage.
- Mixed order: did you also order a custom Palley? Then you can only withdraw from the Palleys from the collection.
Damaged, faulty or not what you ordered? (all Palleys)
Every Palley comes with a 2-year legal guarantee from delivery. Until you receive your parcel or pick up your order, we are responsible for loss or damage.
Report the problem within 2 months of noticing it, with your order number and a few photos. Usually you don’t need to send the product back. You choose: we have your Palley reprinted for free or we refund the full amount. You never pay shipping or return costs for this.
Custom Palley: a custom Palley is a 3D interpretation of your pet, made with the help of AI. We check your photos and every model before we have it printed. We give no extra satisfaction guarantee on the likeness. The guarantee applies to damage, a print error or a Palley that doesn’t match what you ordered, for example the wrong animal or the wrong edition.
What isn’t covered by the guarantee?
- Normal wear from use, for example on your keyring.
- Damage from a fall or misuse after receipt.
- Characteristics we described on the site beforehand, such as deforming above 50 °C (for example in a hot car or in full sun).
- Characteristics inherent to 3D printing: visible print layers, slight colour differences,…
- Delivery problems caused by a wrong address you entered yourself.
These rules don’t limit your statutory rights.
Refunds
We refund to the account you paid from with Bancontact, unless we agree otherwise together. If you cancel or withdraw, we refund within 14 days. For a warranty claim we do so as soon as possible and at the latest within 14 days of our decision.
Complaints
Email us at hallo@palleys.be. See also article 14 of our terms and conditions. If we can’t work it out together, you can turn to the Belgian Consumer Mediation Service (consumentenombudsdienst.be).
Model withdrawal form (only for Palleys from our collection)
(Only fill in and return this form if you want to withdraw from the contract.)
To: Palleys, Bernheimlaan 26, 9050 Gentbrugge, België, hallo@palleys.be
I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods (*):
- Ordered on (*) / received on (*):
- Order number:
- Name of consumer(s):
- Address of consumer(s):
- Signature of consumer(s) (only if this form is on paper):
- Date:
(*) Delete as appropriate.
