Returns, Withdrawal and After-Sales Service – ProtectmyBoat

Returns, right of withdrawal and after-sales service

This page informs our customers of the conditions applicable to the right of withdrawal (consumer customers) as well as the procedures 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, customers acting as consumers have a period of 14 calendar days to withdraw from a distance sales contract, without having to provide a reason for their decision.

This period runs from 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:

• Products sold with a mandatory installation service: upon validation of the order, the product is considered personalized, as it is shipped to a professional installer for specific mounting.
• Installed, connected or used products: any product that has been unpacked, connected to an electrical system, mounted on a vehicle or used can no longer be returned under the right of withdrawal (excluding legal warranty in the event of a defect).
• Products sold with a subscription or an activated service: as soon as the service or associated license is activated, the service is considered consumed.
• Products personalized or configured at the customer’s request.

1.3 Exercising the right of withdrawal

To exercise their right of withdrawal, the consumer must notify their decision within the legal period of 14 days.

Consumers may use our withdrawal form available 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

• Product unused, uninstalled, and unconnected
• Complete product (accessories, manuals, original packaging)
• Absence of any trace 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 subject to a reduction in value.

1.5 Refund

The refund will be issued no later than 14 calendar days following the receipt and verification of the returned product, via the same means of payment, unless expressly agreed otherwise.

2. Defective or non-compliant products (consumers and professionals)

2.1 Principle

Regardless of the right of withdrawal, any customer, whether a consumer or professional, may assert their rights in the event 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 on the website or by email:

info@protectmyboat.be

The customer must:

• precisely describe the problem encountered;
• provide all useful information (photos, description, order number).

Our support analyzes the request and provides the instructions to follow. If a return is necessary, a case number and a specific return address will be 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 customer’s expense.

2.3 Assessment of the defect or non-compliance

The existence of a defect or non-compliance is assessed based on the information provided by the customer and, if necessary, after technical diagnosis or product examination.

ADW Management SRL will then inform the customer of the applicable solution.

2.4 Possible solutions

• repair
• replacement
• or, if these solutions are not possible or proportionate, a refund or credit note as appropriate

3. Limits and exclusions (excluding legal warranty)

Apart from the right of withdrawal when applicable and legal rights in case of defect or non-compliance, no returns for mere convenience are accepted.

The following are notably excluded:

• installed, connected or used products
• products sold with mandatory installation
• products associated with a subscription or activated service
• products personalized or configured at the customer’s request
• returns made without following the after-sales service procedure

4. Contact

For any questions regarding the right of withdrawal or an after-sales return, you may contact us:

ADW Management SRL
Avenue de Tervueren 402
1150 Brussels
Belgium
VAT: BE0890930152
Email: info@protectmyboat.be

Last updated: January 5, 2026