Returns and exchanges

Right to retract

In accordance with article VI.47 of the Code of Economic Law, the consumer who orders products remotely from the seller has a period of 14 calendar days to date, for the products, from the day of delivery of the products or the notification of their availability at the planned pick-up point, to notify the seller that he is giving up the purchase, without penalties and without giving any reasons.

When this period expires on a Saturday, Sunday or a public holiday, it is extended to the next working day.

The consumer can notify his wish to renounce the purchase, by means of the withdrawal form posted on the S.P.F. Economy, P.M.E., Middle Classes and Energy: economie.fgov.be, or by a declaration without any ambiguity setting out its decision to withdraw from the contract.

The consumer must return the product (s) to the purchase of which (which) he / she has renounced in perfect condition in its / their original packaging.

Only the direct costs of return will be the sole responsibility of the consumer.

The seller will return the amount paid as soon as possible and at the latest within 14 days from the return of the products.

A consumer who opens or uses a product before the expiry of the withdrawal period is deemed to have waived his right of withdrawal relating to this product.

Likewise, the consumer will not be able to exercise the right of withdrawal if he finds himself in the case of one of the other exceptions referred to in article 53 of book VI of the Code of Economic Law, in particular in the case of the supply of goods made to the consumer’s specifications or clearly personalized.

Termination of the order

The customer who does not meet the conditions for benefiting from the right of withdrawal described in the previous article of these conditions and who wishes to terminate his order, informs the seller, who will tell him what to do.

Any deposit paid by the customer to the seller will not be refunded. If no deposit has been paid, the seller will be liable to claim from the customer a termination indemnity equivalent to 30% of the price of the products whose order has been canceled by the customer.

Order delivery

The delivery times indicated by the seller are only indicative and are not binding on the seller. A delay in the delivery of the order can therefore in no case give rise to any compensation, termination of the contract, suspension of the customer’s obligations, or the payment of damages.

The order is not delivered to the customer until full payment has been made. The transfer of ownership and burden of risk takes place when the order is fully paid. The customer is therefore advised that he alone bears the cost of the risks associated with the delivery.

Availability

The products offered for sale by the seller are within the limits of available stocks.

In the event of unavailability of one or more product (s) after payment of the order, the seller undertakes to inform the customer as soon as possible and to give him the choice between a refund, a modification of his order. or a postponed delivery at the end of the stock shortage of the product (s) concerned.

Receipt of the order and complaint

The customer is required to check the apparent good condition as well as the conformity of the products delivered to him or that he collects at the planned collection point with the products he has ordered.

Any complaints must be made in writing, within 8 working days after delivery of the order or notification of its availability at the planned collection point. Otherwise, they cannot be taken into account and the customer will be deemed to have definitively received the order.

If a complaint is found to be justified, the seller / service provider will have the choice between replacing or refunding the price of the products concerned.

Returns and exchanges

In addition to the conditions set out above, any opened product cannot be returned or exchanged. Any complaints must be made in writing, within 8 working days after delivery of the order or notification of its availability at the planned collection point.

Otherwise, they cannot be taken into account and the customer will be deemed to have definitively received the order.

If a complaint is found to be justified, the seller / service provider will have the choice between replacing or refunding the price of the products concerned.

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