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Made from pre-loved materials · Handcrafted in Antwerp · Small-batch & built to last

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RETURNS, REFUNDS AND EXCHANGES

Last updated: 10/11/2025

We want you to love what you receive.
If something isn’t right, here’s how we handle returns with clarity and care.

​YOUR LEGAL RIGHT TO CHANGE YOUR MIND (EU / BELGIUM)

If you are an EU / EEA consumer buying online, you generally have a 14-day “cooling-off” period to change your mind about most products.

  • The 14 days start on the day you receive your order.

  • You don’t have to give a reason.

  • To use this right, just send us a clear message (email or contact form) within 14 days saying you want to withdraw from the purchase.

You can contact us here:

This legal right does not apply to certain items – see “Unique & Custom Pieces” below.

STANDARD PRODUCTS (NON-UNIQUE PIECES)

These are items that are not one-of-a-kind and not custom-made.

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Return window

  • You can request a return within 14 days from the day your order arrives.

  • Items must be:

    • unused

    • in original condition

    • sent back in the original or equivalent protective packaging

 

Return shipping costs

  • Return shipping is paid by the buyer, unless:

    • the product arrived damaged or defective, or

    • the product received is not what you ordered, or

    • we explicitly say otherwise on the product page.

 

Refunds

  • Refunds are processed once we receive and inspect the returned item.

  • We refund:

    • the price you paid for the item

    • the standard delivery cost (if originally charged)

  • We do not refund any extra cost for express or upgraded shipping.

  • The refund is issued to your original payment method, within 14 days from the moment we are informed of your withdrawal. We may wait to refund until we receive your returned item or proof that you’ve shipped it back.

 

Exchanges

  • If you’d prefer an exchange instead of a refund, just tell us in your message.

  • Exchanges depend on stock availability. If an exchange isn’t possible, we’ll process a refund instead.

UNIQUE & CUSTOM ART PIECES

Many of our artworks are one-of-a-kind or made to order using reclaimed materials.

 

Under EU law, the usual 14-day right of withdrawal does not apply to:

  • goods made to your specifications or clearly personalised

  • certain one-of-a-kind or custom-made items

 

Because of this, our policy for these pieces is:

  • Unique, one-of-a-kind artworks and custom-made pieces are non-returnable for change-of-mind.

  • The only exception is if the item arrives damaged in transit or not as described. In that case, the rules in “Damaged or Wrong Items” (below) apply.

This does not affect your legal rights if an item is faulty or not in conformity with the contract.

DAMAGED OR WRONG ITEMS

If your order arrives damaged, defective, or incorrect, we’ve got you.

  • Please contact us as soon as possible (ideally within 48 hours of delivery) with:

    • your order number

    • a short description of the problem

    • clear photo/video evidence

 

Email: hoop@monkeyballing.com

Contac form: Contact

 

Once we receive your message, we will:

  • assess the situation, and

  • offer one of the following, depending on the case and availability:

    • repair

    • replacement

    • refund

 

For approved damage/defect claims:

  • We cover the return shipping costs (or offer another practical solution).

 

This sits alongside your statutory 2-year legal guarantee for faulty goods under EU and Belgian law.

LIFETIME REPAIR PROGRAM (FOR ELIGIBLE PIECES)

Some unique art pieces come with our Lifetime Repair Program.
Where applicable, this will be clearly mentioned on the product page.

 

What’s covered

  • Only unique, one-of-a-kind art pieces that are marked as eligible.

  • If the piece becomes chipped, cracked, or otherwise damaged, you can send it back to the studio for repair.

 

How it works

  • Repair labour is free – performed by our studio.

  • You pay:

    • the shipping cost to send the piece to us.

  • We pay:

    • the shipping cost to send the repaired piece back to you.

 

Repairs are made using reclaimed materials wherever possible, in line with our sustainability values.

This program is a commercial extra – it does not replace your statutory rights (such as the 2-year legal guarantee for faulty goods). It only adds to them.

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For full details, see our Lifetime Repair Program page.

HOW TO REQUEST A RETURN OR WITHDRAWAL

To make everything fast and smooth, include these details:

  • your order number

  • your full name

  • which item(s) you want to return

  • whether it’s:

    • a change-of-mind return (standard product, within 14 days), or

    • a damaged/defective/wrong item

  • photos or videos if the item is damaged or incorrect

 

Send this via:

 

We’ll reply with:

  • confirmation of your request

  • the return address

  • any specific packing/shipping instructions

LEGAL GUARANTEE

In addition to everything above:

  • As an EU consumer, you benefit from a legal guarantee of at least 2 years for goods that are faulty or not as described.

  • This guarantee applies regardless of our own returns policy or Lifetime Repair Program.

 

If you believe your item has a defect covered by the legal guarantee, please contact us with:

  • your order number

  • a description of the issue

  • photos/video showing the problem

 

We’ll work with you to repair, replace, or refund the item, in line with applicable law.

Contact Information

If you have any questions regarding Returns, Refunds and Exchanges, you can contact us:

 

Monkey Balling

Dambruggestraat 2, 2060 Antwerpen, Belgium

VAT BE1009068333

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