Refund policy

ARTICLE 8 — RIGHT OF WITHDRAWAL
8.1 Exclusion for perishable products
In accordance with Article VI.53, 4° of the Belgian Code of Economic Law (transposing Article 16(d) of Directive 2011/83/EU), the right of withdrawal does not apply to Products likely to deteriorate or expire rapidly.
8.2 Exclusion for unsealed sealed food products
For other sealed food Products that cannot be returned for reasons of health protection or hygiene, the right of withdrawal is also excluded if the packaging has been unsealed/opened after delivery, in accordance with Article VI.53, 5° of the Belgian Code of Economic Law.
8.3 Non-perishable unsealed products
When a Product does not fall under the exclusions above and its packaging has not been opened, the right of withdrawal can be exercised within a period of 14 calendar days from receipt, in accordance with the applicable legal provisions. The Customer must inform the Seller by email at songfoodlab@gmail.com before any return. Return costs are the responsibility of the Customer.
8.4 Legal rights preserved
The exclusions provided for in Articles 8.1 and 8.2 do not deprive the Customer of their legal rights in the event of a lack of conformity, a damaged Product, an error attributable to the Seller, or a Product unfit for consumption. These situations fall under the legal guarantees provided for in Article 9.

ARTICLE 9 — LEGAL WARRANTY OF CONFORMITY AND HIDDEN DEFECTS
Notwithstanding the exclusions from the right of withdrawal, the Seller remains bound by the following legal warranties, from which no derogation is possible:
9.1 Warranty of conformity
In accordance with Belgian legal provisions relating to the legal warranty of conformity for consumer goods, the Seller is liable for any lack of conformity existing at the time of delivery. A Product is considered non-compliant if it does not correspond to the description on the website, is expired on the date of delivery, or has a defect affecting its normal use.
The Customer has a period of two (2) years from delivery to take action. In practice, for food products with a short shelf life, the Customer is invited to report any defect within 48 hours of receipt to songfoodlab@gmail.com, with photos and the order number. The Seller will propose, depending on the case: replacement of the Product, a store credit, or a refund.
9.2 Hidden defects
The Seller is also bound by the warranty against hidden defects in accordance with Articles 1641 et seq. of the Civil Code. A Customer who discovers a hidden defect must inform the Seller within a reasonable time from its discovery.