Terms & Conditions of Sale
These terms and conditions of sale are entered into between Serax NV, with registered office at 2550 Kontich, Veldkant 21 (“Serax” or “we”), and any individual (the “Customer” or “you”) who wishes to purchase a product on the web shop of the website www.valerie-objects.com (the “Website”).
These terms and conditions of sales govern the sales and offers issued by the Website at the time the order is placed by a Customer.
These terms and conditions apply whether you consult the Website in Belgium or abroad.
These terms and conditions of sale prevail on any other terms and conditions that would not be explicitly approved by Serax.
If a provision of these terms and conditions of sale are declared null or unenforceable, it will not affect the remaining provisions of these terms and conditions of sale.
These terms and conditions of sale can be modified or amended at any time without prior notification. Any purchase made on the Website after the modifications or amendments of these terms and conditions of sale implies the acceptance of such modifications or amendments by the Customer. It is therefore recommended that the Customer consults the terms and conditions each time he/she places an order on the Website.
Any offer applies until the stock is exhausted and can be modified at any time.
All items are subject to availability. We will inform you as soon as possible if products you have ordered are not available.
The description of the products is made in accordance with applicable law. The pictures are for illustrative purposes only and the packaging and products delivered may therefore differ from the products published on line on the Website.
All the prices published on the Website are VAT inclusive (at the applicable rate). We reserve the right to alter prices at any time. It may be necessary to change prices either up or down, from time to time, including any alterations to the rate of VAT. Any price changes will be confirmed to you at the time of ordering.
Any delivery or administrative costs that would be due on an order will be communicated separately for each item or with the order summary of the Customer. In case of delivery outside of the European Union, custom fees and other taxes may apply but, if applicable, they will always be provided clearly on the invoice.
The sale of the products on the Website is reserved for the Customers located in the EU. If you’re located in a country outside of the EU and wish to place an order please contact firstname.lastname@example.org.
5. Orders and Payments
Payment on the Website is made by credit or debit cards only.
An order can be made on the Website by following the steps as provided in the web shop. When the products are ordered the Customer receives a summary of his/her order. Upon confirmation of the order, a payment in cash is requested. The payment means the acceptation of these terms and conditions of sale.
Your order is complete and the contract between us is final once we confirm your order by mail and regarding your payment made by credit or debit cards, as soon as we receive approval from the issuer of your card. We accept MasterCard, Visa, Maestro, Bancontact Mistercash, KBC, CBC, ING homepay, Belfius Directnet, iDeal.. Should the issuer of your card refuse to agree on your payment to us, we cannot be held responsible for any delays in the delivery and/or non-delivery of your order. Orders without valid payment by name of the registered cardholder will not be accepted or processed.
After payment, the order is prepared in order to be delivered. The Customer receives a confirmation of his/her order per e-mail and is informed of the shipping and delivery modalities.
You will receive an Order Confirmation e-mail as soon as you have placed an order. Please keep it in a safe place as we may ask you for information from it in any correspondence. If you do not receive this email please contact email@example.com, so that we may investigate and confirm that your order has been placed successfully.
You can follow your orders in your personal account.
We reserve the right to refuse an order in the following cases:
- If the stock is exhausted or in case of final unavailability of a product
- In case of finding of an erroneous offer
- In case of force majeure.
6. Shipping Information
6.1. Countries of delivery
We offer you standard delivery in Europe and selected other countries.
If you are based in another country and wish to order on valerie-objects.com, please send an e-mail to firstname.lastname@example.org with a detail of the products you wish to order. We will inform you within 3 working days on possibilities and costs.
6.2. Shipping Methods, Costs and Delivery Times
To offer you the best service and ensure fast deliveries we have chosen to work with DPD for accessories and cutlery and DACHSER for furniture, carpets and lighting. Shipping rates are fixed per destination (please see table below). Your rate will be automatically calculated upon order confirmation (before payment) by entering the shipping destination.
We aim to deliver all orders within 5 working days within BeNeLux and within 14 days for all other destinations. Estimated delivery times are to be used only as a reference, will commence from the date of dispatch and we are not responsible for any delays caused by destination customs clearance processes or unforeseen circumstances. The non-compliance with such estimated delivery times will not result in any form of damages due to the Customer.
If the order is not delivered or in case of non-conformity of the product(s) delivered, the Customer has 15 days as from order confirmation to inform Serax in writing. Beyond those 15 days, the order will be considered as delivered and accepted by the Customer and no exchange or reimbursement may take place.
We reserve the right to split the delivery of the products according to their availability.
6.3. Important Delivery Information
We recommend that you consider the following information:
- All orders require a signature upon receipt
- We are unable to redirect orders once items have been dispatched, so please ensure there is someone who can sign for your order at the specified shipping address,
- If the courier does not find anyone at the indicated address, it will try to deliver the package three more times, leaving a card with instructions on each occasion. After 3 (three) days, our Customer Service will contact you directly by email.
- The courier delivers at the front door on ground level. If you need your package to be delivered to a different floor, please contact email@example.com for a quote.
- Any mistakes in the delivery address will be your sole responsibility. Additional costs will be borne by you.
6.4. When do we deliver?
Our Online Store ships within Europe with DPD and DACHSER, delivering before 6PM, Monday to Friday.
No deliveries are done on Sundays and public holidays.
Please also ensure that your contact details are filled in accurately, so that we can contact you if necessary.
6.5. Free Shipping
From time to time, we run free shipping promotions. To be notified by email, simply sign up by creating an account here. Please note that free shipping promotions will be applied to your order at checkout.
In the event that you need to return an item that you bought during a free shipping promotion, we will not refund the outbound shipping costs (since this was free) and you will be charged a return shipping fee as usual (see below).
We insure each purchase during the time it is in transit until it is delivered to you. We require a signature for any goods delivered, at which point responsibility for your purchased goods passes to you. If you are not the receiver of your purchase (for example a gift order) then the person who signs for the package confirms receipt and is accountable for the package.
6.7. Tracking your Order
You can check the current status of your shipment by signing into your account and visiting the 'Orders' section.
6.8. Taxes and Duties
To ensure that the most accurate pricing and delivery costs are displayed whilst browsing our Website, we recommend that you log in to your account (or for the first time create a personal account). Belgian VAT will be applied for all EU destinations.
Most countries are shipped to on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties will be included in the product price.
If a DDU (Delivery Duty Unpaid) destination is selected, product prices displayed are exclusive of all taxes and duties, as well as well as EU/UK VAT. As the recipient, you are liable for all import duties, customs and local sales taxes levied by the country you are shipping to and payment of these is necessary to release your order from customs on arrival.
As we are unable to advise the amount this may be, we invite our customers to verify local taxes and duties before placing an order. Our Online Store ships to selected countries and the shipping costs are already included in the final amount of your order. However, as international courier for your order, DPD or DACHSER may present you with a separate invoice from local authorities for duties owed.
7. Returns and Refunds
7.1. Returns Policy
We have made every effort to include all available product information and display as accurately as possible the colors of our products that appear on the Website. However, as computer monitors vary, we cannot guarantee that your monitor's display of any color will be completely accurate.
All items are quality controlled and checked for any defaults before they are dispatched and delivered to customers.
Should you receive an item that is not in perfect condition please contact us immediately.
Items should be returned in their original packaging to ensure they are adequately protected in transit. Boxes should also be protected as they are considered part of the product, and your return may not be accepted if the box is damaged.
7.2. How to process a return - Cancelling your order under the Distance Selling Regulations
If you are based in the EU under the Consumer Protection Distance Selling Regulations 2000 (DSRs), you have the right to cancel your order with us, without penalty and without specifying the reason, provided you give us written notice within 14 (fourteen) days of receipt of the product(s).
You must notify Customer Service in writing of your wish to cancel the contract for your entire order under the DSRs within 14 (fourteen) days of receiving your items by email to support@valerie_objects.com. Please use the following Return Authorization Request form or any other unambiguous means (e.g. a registered letter clearly indicating the intention to cancel the order) at the address mentioned in the request form below.
Return Authorization Request*
“MODEL Return Authorization Request”
(Only fill out and send this form if you wish the cancel the order)
To valerie_objects warehouse, Veldkant 21, 2550 Kontich, Belgium, firstname.lastname@example.org, +3234580582
I hereby give notice that I withdraw from my contract of sale of the following goods ordered on www.valerie-objects.com for the provision of the following service [please fill in correctly]:
Ordered on [*] / received on [*]:
Name of consumer(s):
Address of consumer(s):
E-mail address of consumer(s):
This Return Authorization Request should be e-mailed to email@example.com. A Return Authorization Number (RAN) will be issued to you. The approved RAN should be included in the return package so we can trace your return correctly.
On receipt of your notice of contract cancellation, Customer Service will email you a Return Authorization Number (RAN) number. Please complete this on the Returns Proforma Invoice that you receive from our customer service team, and include it with your return so we can process your refund promptly.
The products must be returned in their genuine packaging, they cannot be damaged and they must be accompanied with any accessories, user’s manual as well as with the original invoice/delivery note.
You will return the products without undue delay and, at the latest, 14 (fourteen) days following the communication of your decision to cancel the order to the following address:
The products that would be incomplete, damaged or soiled by the Customer shall not be accepted by Serax. In such case, the Customer shall bear the costs for sending the product(s) back.
We recommend that you insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage to them until we receive them at our warehouse. We also recommend that you use a secure, trackable means to return your order to us, and that you retain proof of sending, in case of a dispute. You can request a pick up by our courier with our Customer Service team.
Please note that you must bear the direct cost of the return shipment.
All items must be returned from the country that the order was delivered to.
We will refund the full value of your order, including shipping costs, within 14 (fourteen) days of receiving your notice of contract cancellation (provided that we have received the product(s) back or that the Customer has provided an evidence that the product(s) has actually been returned, whatever is the earliest). If we do not receive the cancelled order, we will arrange to have it collected from you at your cost.
To avoid any excess charges by returning the product(s) to our Belgian warehouse, we can organize a courier service to pick up the goods. The courier service will call you to arrange a good time to pick up the un-wanted product(s). The amount that will be charged is based on the cost of the transport between the pick-up point and our warehouse address only. Our customer Service can inform you on these rates.
You are also able to organize the return yourself, at your expense to the address mentioned above.
Cancelling an order will not be accepted when the product(s) was (were) manufactured according to the specifications of the Customer or in any other cases permitted by applicable law.
7.3. Receiving a refund
If you placed the order as a registered customer, when you return an item, you can choose to have your refund in the form of STORE CREDIT. Store credit is valid for 1 year from the date in which your return is processed by our warehouse. The next time you place an order logged into your account, you will automatically pay with your store credit. If the total of your new order is less than the store credit on your account, it will be paid entirely by your store credit. If the total is more than you have on your account, you will simply need to pay the remainder either by credit card or another available payment method, just like with any other purchase.
Alternatively, you can get the refund credited using the same method originally used by you to pay for the purchase and will include shipping costs for faulty items or for orders cancelled under the DSRs only.
Please note credit card refunds may take up to 10 business days for your bank to complete, depending on their processing time. This can vary greatly between card issuers, and unfortunately we are unable to influence this.
The Customer’s use the web shop of the Website under his/her own responsibility. We are not liable for any defect or unavailability of the web shop. We will not be held liable for the damage suffered by a Customer following the dissemination of a virus through the web shop of the Website.
The products ordered are only subject to the statutory warranty of the articles 1649bis and following of the Belgian civil code.
Except in case of mandatory statutory provisions, Serax will not be held liable for any damage caused (directly or indirectly) by the products delivered.
Our liability is excluded in case of force majeure, accidents or misuse of the product by the Customer.
Any visible defect of the products or any other defect upon delivery must be immediately notified to Serax and at the latest within one month, under penalty of forfeiture of all rights. In case of questions or complaints regarding the conformity of the products delivered, the Customer can contact: firstname.lastname@example.org
In the context of out-of-court dispute resolution, the Consumer Mediation Service of the Ministry of Economy is competent to receive any request of out-of-court dispute resolution. That service will handle the case itself or will transfer it to the relevant qualified body. You can contact the Consumer Mediation Service via the following link: http://www.mediationconsommateur.be. In case of cross-border litigation, you can call on the services of the “Online Dispute Resolution” platform of the EU via the following link: http://ec.europa.eu/odr.
11. Processing of personal data
12. Applicable law and jurisdiction
Belgian law will govern the conclusion, interpretation, performance and termination of the contract between the Customer and Serax. In case of dispute, Belgian courts shall have exclusive jurisdiction.