These terms apply to orders placed through the Houtvercruysse webshop.
Version 2026-10-07-lawyer-reviewed-terms-and-guarantee-notice
Withdraw from the contract hereHouthandel Vercruysse, Bissegemstraat 165, 8560 Gullegem, Belgium (hereinafter: “Houthandel Vercruysse”).
VAT and company number: BE 0421.483.212 – Ghent Register of Legal Entities, Kortrijk division.
Email: info@houtvercruysse.be – Telephone: +32 (0)56 41 20 64.
These terms form part of every webshop order. A deviation is valid only if confirmed in writing in advance by Houtvercruysse. Mandatory consumer rights always remain applicable.
A consumer is a natural person acting mainly for private purposes. Provisions on withdrawal and consumer protection do not apply to a professional customer unless the law expressly provides otherwise.
The contract is concluded in Dutch. The technical steps for concluding the contract are: (1) the customer views the products, (2) places the desired products in the shopping cart, (3) checks the order and confirms it using the “Order with obligation to pay” button, (4) pays through Mollie and (5) receives the order confirmation by email. Before placing the order, the customer can correct input errors by returning to the previous step or contacting Houtvercruysse before payment is completed. After successful payment, Houtvercruysse stores the concluded contract. The customer receives a copy of the contract and the accepted version of these terms by email and may request access to the contract via info@houtvercruysse.be.
The product page states the essential characteristics, dimensions, quantity and reference. It states the selling price or clearly indicates that the price must be requested. Photos and descriptions are prepared as accurately as possible.
Wood is a natural material. Colour, grain, pattern, moisture content, minor cracks and other natural characteristics may vary. Such foreseeable natural differences are not a lack of conformity where the product otherwise matches the description and displayed lot.
If a product has specific characteristics that go beyond what can normally be expected, such as large knots, cracks, abnormal moisture content or structural deviations, the customer is specifically informed on the product page before purchase. Before purchasing, the customer must expressly and separately accept that deviation by selecting a dedicated separate checkbox. A general provision in these terms does not constitute such acceptance.
Before ordering, the customer checks the articles, total product price and contact details. For free collection, the customer places a binding order by selecting the required checkbox and clicking “Order with obligation to pay”. The contract is then concluded subject to the condition subsequent of successful payment. If payment fails or is cancelled, that condition is fulfilled and the contract automatically lapses; the reserved products then become available again.
Placing an item in the cart is not yet an order or sale. The available quantity is temporarily reserved for that customer, normally for 20 minutes. Demonstrable activity may extend the reservation, but never beyond 120 minutes from the initial reservation. The item may then automatically disappear from the cart or become available to others again.
For shipping, the first confirmation is only a request to calculate the shipping cost and temporarily reserve the products. The delivery contract is concluded only when the customer expressly accepts the later shipping quote and completes payment using a button that clearly states the payment obligation, such as “Order with obligation to pay” or “Pay now”. Before acceptance, the shipping quote is provided on a durable medium and states all required information, including the total price with delivery.
Houtvercruysse may cancel a concluded and paid contract only if, despite the reservation system, a demonstrable simultaneous sale has made the product unavailable. Houtvercruysse then informs the customer immediately and refunds all amounts received immediately and no later than 14 days after cancellation, using the same payment method. Houtvercruysse will make technical efforts to prevent such a situation as far as possible.
After successful payment, the customer receives the order confirmation, order details and a copy of the accepted terms by email.
Webshop prices are in euros and include applicable VAT unless expressly stated otherwise. The displayed total includes the ordered products but not separately requested delivery.
For an item marked “price on request”, the request is non-binding and does not reserve stock. A personal price quote is valid for 7 calendar days and may only be used by the customer for whom it was prepared. Once expired, the quote lapses and an item already placed in the cart is removed. The ordinary order, reservation and payment rules remain applicable. “Price on request” is used only for genuinely unique pieces or lots whose price depends on choices still to be made by the customer, such as volume, dimensions or processing. Standard articles are always displayed with a price.
For a professional customer with a VAT number from another EU Member State validated through VIES, delivery is exempt as an intra-Community supply. The customer must declare the intra-Community acquisition in the customer’s own country. For distance sales to non-taxable persons in other EU Member States, once Houtvercruysse’s annual turnover from such sales to other EU Member States exceeds € 10,000, the VAT rate of the Member State of destination applies and is collected through the One Stop Shop (OSS). The displayed price may then be adjusted to reflect that VAT. Houtvercruysse informs the customer of the applicable VAT before the order becomes final. Belgian VAT is always due for collection or delivery in Belgium. The customer is responsible for correct VAT and address details.
The final invoice is sent by email once the order has been shipped or is ready for collection.
Online payment takes place in Mollie’s secure payment environment. The order is finally confirmed only after the payment provider reports successful payment. A failed, cancelled or expired payment for free collection causes the contract to lapse in accordance with Article 4 and releases the reserved products. With a still-valid shipping quote, the order and products remain reserved until the customer retries payment, cancels the order or the quote expires.
Another payment method is possible only with Houtvercruysse’s prior express agreement. No additional charge is made without the customer’s prior express agreement.
The standard fulfilment method is collection from Houtvercruysse, Bissegemstraat 165, 8560 Gullegem. The customer is notified when the order is ready. The collection period is communicated individually and, unless otherwise agreed, is no longer than 30 days after ordering.
If the customer has not collected the goods within the communicated collection period, Houtvercruysse gives the customer formal written notice by email and grants an additional period of at least 14 days for collection. If the customer still fails to collect, Houtvercruysse may terminate the contract by written notice. Houtvercruysse may retain a reasonable and proportionate storage charge not exceeding the actual cost incurred and refunds the remainder within 14 days after termination using the original payment method.
Delivery may be requested separately. It becomes part of the contract only after the customer expressly accepts and pays a written shipping quote stating the method, timing and cost. The customer has 7 calendar days from dispatch of that quote to decide. The customer may refuse it without charge, leave it unpaid, or contact Houtvercruysse within that period to arrange free collection. Without payment or another express agreement, the order is automatically and definitively cancelled after the stated expiry and the products are released. This contractual option to decline before acceptance is separate from the statutory right of withdrawal after a consumer contract has been concluded. Risk passes upon actual receipt by the customer or a designated third party.
A consumer may withdraw without giving a reason within 14 calendar days. The period starts on the day after the consumer, or a designated third party, physically receives the goods. This also applies when an item ordered through the online shop is collected from Houtvercruysse. For one order delivered separately, the period starts on the day after receipt of the final item.
The consumer must communicate the decision unambiguously before the period expires through the “Withdraw from the contract here” function permanently available in the website footer, by email or by letter. This online withdrawal function remains permanently available throughout the withdrawal period and includes a separate confirmation step before submission. After using it, the consumer receives confirmation by email without undue delay, stating the content and exact date and time of withdrawal. The model form at the bottom of this page may also be used but is not mandatory.
Information about the availability and location of the online withdrawal function is also provided before the contract is concluded.
The consumer returns the goods to Bissegemstraat 165, 8560 Gullegem no later than 14 days after notifying withdrawal. The goods may be returned to that address during opening hours.
Direct return costs and return risk are borne by the consumer. Because the goods sold through this webshop (wood products) cannot normally be returned by ordinary post due to their size, weight or nature, the consumer is informed before the contract is concluded that these costs are borne by the consumer. An indicative estimate of the maximum return cost is stated on the relevant product page or, where no product-specific estimate is provided, is at most € 500 depending on volume and destination zone. The consumer may also return the goods personally during opening hours to Bissegemstraat 165, 8560 Gullegem. A separate transport price is agreed in advance for optional collection by Houtvercruysse.
Houtvercruysse refunds all payments received, including the cost of the least expensive standard delivery offered, within 14 days of the withdrawal notice using the same payment method. Any additional cost of a more expensive delivery method expressly chosen by the customer is not refunded. Houtvercruysse may wait until the goods are returned or evidence of return is supplied. Diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning may be deducted.
The right of withdrawal does not apply in statutory exceptions, including goods made to the customer’s specifications or clearly personalised. An article is not personalised merely because of its unique wood pattern or limited stock.
Where a standard article is sawn, processed or made to measure at the customer’s express request before the contract is concluded, Houtvercruysse clearly informs the customer before processing that the statutory right of withdrawal is thereby lost.
Consumers benefit from the statutory conformity guarantee. Houtvercruysse is liable for a lack of conformity that becomes apparent within two years of delivery, in accordance with applicable law.
The consumer reports a defect as soon as possible and in any event within two months after discovering it, providing the order number, a description and useful photos. A defect appearing within two years after delivery is legally presumed to have existed upon delivery unless incompatible with the nature of the goods or defect.
Statutory remedies remain fully applicable, including free repair or replacement where possible and reasonable and, in the cases set by law, a price reduction or termination. The guarantee does not cover normal wear, misuse or natural properties clearly disclosed before purchase.
In accordance with applicable law, Houtvercruysse draws the consumer’s attention to the existence and main elements of the statutory conformity guarantee by displaying the official harmonised EU notice prominently in the webshop. The separate EU GARAN label is shown for a product only where the producer offers, free of charge, a commercial guarantee of durability of more than two years covering that entire product and the applicable legal conditions are met.
The goods remain the property of Houtvercruysse until the full price has been paid. This does not affect the statutory passing of risk or mandatory consumer rights.
Houtvercruysse is liable in accordance with applicable law. Nothing limits liability which cannot legally be excluded, including liability for intent, gross negligence or personal injury.
Where performance is temporarily impossible due to an unforeseeable event outside a party’s reasonable control, the affected obligations are suspended while that situation lasts. The parties seek a reasonable solution in good faith; statutory termination rights remain unaffected.
Questions or complaints can be sent to info@houtvercruysse.be, +32 (0)56 41 20 64 or the postal address above, preferably quoting the order number. Houtvercruysse seeks an amicable solution within a reasonable time.
Personal data is processed to handle orders, price requests, online payments, delivery, communication, invoicing, accounting and legal duties. Data required for payment is shared with payment provider Mollie and a foreign VAT number may be checked through VIES.
For follow-up, security and evidentiary purposes, outgoing emails are also sent to a designated audit mailbox. Technical dispatch data is retained for no more than 730 days: time, message identifier, type, subject and sender, recipient, CC and BCC addresses. Message content in the audit mailbox is retained for no more than 730 days on the basis of a legitimate interest. Access is limited to authorised administrators. Full information on purposes, recipients, retention periods and rights is provided in the privacy policy available in the website footer.
Belgian law applies without depriving a consumer of mandatory protection under the law of the country of residence. Competent courts are determined under the applicable statutory rules.
If a consumer cannot resolve a complaint after first contacting Houtvercruysse in writing, the consumer may contact the Belgian Consumer Mediation Service free of charge: North Gate II, Boulevard du Roi Albert II 8 box 1, 1000 Brussels, contact@consumentenombudsdienst.be, +32 2 702 52 00.
The version of the terms and time of acceptance are stored with the order. Changes apply only to future orders.
If a provision is invalid or unlawful, the remaining provisions remain valid. For consumers, an unlawful term is removed in full and is not replaced or reduced. For professional customers, the invalid provision is applied within the limits of the law.
Complete and return this form only if you wish to withdraw from the contract. Any other unambiguous statement is also valid.
To: Houthandel Vercruysse, Bissegemstraat 165, 8560 Gullegem, Belgium – info@houtvercruysse.be
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:
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Ordered on / received on:
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Order number:
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Name of consumer(s):
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Address of consumer(s):
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Date:
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Signature of consumer(s), only if this form is submitted on paper:
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