Complaints & returns policy

Not satisfied or found a defect? Here you read how to file a complaint, what to expect and which rules apply to returns and cancellation — with attention to the special situation of custom work.

Company: TST Reclamewerken BTW: BE 0847.230.662 Last updated: July 2026

Your satisfaction comes first

At TST Reclamewerken we do everything we can to offer you quality work and smooth service. Still, it can happen that you're not completely satisfied. In that case we'd like to hear it as soon as possible, so we can look for an appropriate solution together. This page explains how to file a complaint and what to expect.

On working days you usually receive within 3 hours a first response to your report.

How do you file a complaint?

You can submit a complaint to us in the following ways:

Email	info@tst-reclamewerken.be
Phone	+32 491 98 34 96
Post / on site	Koolmijnlaan 58, 3550 Heusden-Zolder

Always mention in your complaint:

your name and (company) details;
the order or invoice number or the date of the assignment;
a clear description of the problem;
if possible, photos showing the defect.

The more complete your report, the faster we can handle it.

Within what period should you report a defect?

Visible defects report it within 8 calendar days after delivery or installation. Hidden defects report them within a reasonable period after you discovered them or reasonably should have discovered them.

Before consumers additionally applies the legal warranty of 2 years for non-conformity in accordance with the Code of Economic Law. This warranty does not cover normal wear, discolouration beyond the stated lifespan of the materials, or damage due to incorrect use or poor maintenance.

How does the handling work?

We handle every complaint carefully and objectively according to the following steps:

1. Receipt	On working days you usually get a first response within 3 hours.
2. Investigation	We review your file and, if necessary, the delivered work on site.
3. Solution	We propose an appropriate solution (repair, replacement or other arrangement). We aim to complete this within 14 calendar days.
4. Follow-up	We confirm the resolution and check that you're satisfied.

Returns & cancellation — custom work

Almost all our products are custom-made or personalised (lettering, print, printed clothing, custom signage). For such goods an important legal exception applies:

On the basis of art. VI.53 of the Code of Economic Law the legal 14-day right of withdrawal applies not applicable to goods manufactured to your specifications or clearly personalised. Once production has started, a custom order cannot simply be returned or cancelled.

For any non-personalised stock items ordered remotely by a consumer, the 14-calendar-day right of withdrawal does apply. In that case you return the item to us unused and in its original condition; the direct costs of return are at your expense, unless agreed otherwise.

If you still wish to cancel a confirmed order, the provisions of our Terms and Conditions.

Can't we work it out?

If you believe your complaint has not been properly resolved, you can — as a consumer — turn free of charge to the competent out-of-court bodies:

Consumentenombudsdienst	North Gate II, Koning Albert II-laan 8 box 1, 1000 Brussels — consumentenombudsdienst.be
European ODR platform	ec.europa.eu/consumers/odr

If no solution is reached via that route either, the courts of the judicial district of Limburg, Hasselt division, are competent, without prejudice to the mandatory jurisdiction rules in favour of the consumer.