Returns

Fourteen-day right of withdrawal, written plainly.

Frequently asked questions

Quick answers about returns. The full 14-day right of withdrawal is detailed below the FAQ.

What is your return policy?

14 days from the day you receive the order, no reason required. Belgian consumer law (Art. VI.47 Code of Economic Law). Items must be unused and in their original packaging.

How do I return an order?

Email hello@tsurineko.org with your order number and we will send return instructions. We will provide a return label for Belgian addresses; EU returns are at your own cost.

When do I get refunded?

Within 14 days of us receiving the returned items. Refunds go back to the original payment method via Stripe.

Do you accept returns on used rope?

No. Rope that has been opened from its packaging or used cannot be returned for hygiene reasons. Defective items are covered separately under your statutory warranty.

Can I return safety scissors?

Yes, unused and in original packaging within the 14-day window. We cannot accept returns on shears that have been used to cut anything.

Your right

If you bought as a consumer, you have 14 days from receipt of the parcel to change your mind, with no need to give a reason.

The 14 days start the day after the parcel reaches you. If you ordered several items in one order, the period starts when the last one arrives.

How to return something

Email hello@tsurineko.org within the 14-day window. Quote your order number and tell us what you are returning.
We will reply with the return address and a brief checklist.
Pack the items with reasonable care and post them back at your own cost.
Once the parcel reaches us we inspect it and refund within the timeframe below.

Send things back in a condition that lets us resell them. You can unpack and inspect the rope or scissors the way you would in a shop; that is fine. Using rope (cutting it, washing it again, knotting it for hours) goes beyond inspection and reduces what we can refund.

Who pays for return shipping

You pay the return postage. There is no flat return-shipping fee from us; it is whatever the carrier charges you.

We refund the original outbound shipping for the cheapest option we offered, except where you returned only part of the order.

Refund

We refund within 14 days of receiving the returned parcel, or sooner if we can verify it is on its way back.

Refunds go back to the original payment method via Stripe. There is no fee.

If goods come back damaged or visibly used beyond inspection, we may reduce the refund to reflect the loss in value.

Items that cannot be returned

At present we do not invoke any of the legal exceptions to the right of withdrawal. Custom-cut lengths and personalised items would be excluded if we offered them; today we do not.

If something arrives faulty

The right of withdrawal is separate from the legal warranty. If a product arrives damaged or develops a fault that is not from misuse, the two-year legal warranty applies. Write to hello@tsurineko.org and we will sort it.

Model withdrawal form

You are not required to use this exact form (an email is fine), but it is the official wording if you prefer it.

To: Peg Productions BV
Alsembergsesteenweg 897, 1180 Ukkel, Brussel, Belgium
Email: hello@tsurineko.org

I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods:

Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Order number:

Signature (only if this form is sent on paper):
Date: