Terms and conditions of sale

1. Seller identity

Houthandel Vercruysse, Bissegemstraat 165, 8560 Gullegem, Belgium.
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.

2. Scope

These terms form part of every webshop order. A deviation is valid only if confirmed in writing 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.

3. Offer and product characteristics

The product page states the essential characteristics, dimensions, quantity, reference and price. 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.

• Each webshop article is generally a unique piece or lot and is available only while stocks last.
• Obvious clerical, pricing or technical errors do not bind Houtvercruysse. The customer will be informed promptly and any amount paid will be refunded.

4. Conclusion of the contract

Before ordering, the customer checks the articles, total product price and contact details. By selecting the required checkbox and clicking “Order with obligation to pay”, the customer places a binding order and accepts these terms.

After a successful payment, the customer receives the order confirmation, order details and a copy of the accepted terms by email. If an article is nevertheless unavailable due to a simultaneous sale, Houtvercruysse may cancel the order and fully refund any amount received.

5. Prices and payment

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.

Online payment takes place in Mollie’s secure payment environment. The order is only finally confirmed after the payment provider reports a successful payment. If payment fails, is cancelled or expires, the order is not confirmed and the reserved products are released. Another payment method is only possible with Houtvercruysse’s prior express agreement. No additional charge is made without the customer’s prior express agreement.

6. Collection and optional delivery

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.

Delivery may be requested separately. It becomes part of the contract only after the customer expressly accepts a written quotation stating the method, timing and cost. The customer may refuse that quotation and collect the order. Risk passes upon actual receipt by the customer or a designated third party.

7. Consumer right of withdrawal

A consumer may withdraw without giving a reason within 14 days from the day on which the consumer, or a designated third party, physically receives the goods. For one order delivered separately, the period starts upon receipt of the final item.

The consumer must communicate the decision unambiguously by email or letter before the period expires. The model form at the bottom of this page may be used but is not mandatory.

8. Returns and refunds

The consumer returns the goods no later than 14 days after notifying withdrawal to Bissegemstraat 165, 8560 Gullegem. Direct return costs and return risk are borne by the consumer. Articles may be returned to that address during opening hours; a separate transport price is agreed in advance for any optional collection.

Houtvercruysse refunds the product price received within 14 days of the withdrawal notice using the same payment method, but 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.

9. Exceptions to withdrawal

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, Houtvercruysse clearly informs the customer before processing that the statutory withdrawal right is lost. Professional customers have no statutory right of withdrawal.

10. Statutory conformity guarantee

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 should report a defect promptly and provide the order number, a description and useful photos.

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.

11. Retention of title

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.

12. Liability and force majeure

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.

13. Complaints and customer service

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.

14. Personal data

Personal data is processed to handle the order, online payment, communication, accounts and legal duties. Data required for payment is shared with payment provider Mollie. More information on purposes, recipients, retention periods and rights is provided in the privacy policy available in the website footer.

15. Applicable law and disputes

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.

16. Version and evidence of acceptance

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, the remaining provisions continue to apply and 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.