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    Terms of sale
    We are the only certified handcraft chocolate maker in Brussels city. Check that info using the official website: Certified handcraftmen: www.lesartisans.be

    Terms of sale

    The little things you should read before ordering...

    For our B2B terms of sale, click here.
    For our cake design terms of sale, click here.
    These conditions govern the sales of the products on the chocolaterie.brussels website. These conditions apply to the exclusion of all other conditions, including those in force for store sales.
    The seller of goods is The Belgian Chocolate Makers SRL, Rue Lebeau 11 at 1000 Brussels. Our company number is 0745885458 and our tax number (VAT) is BE0745885458.
    The Belgian Chocolate Makers SRL carries out its business operations in the area of retail sale to consumers entities on the following websites: chocolaterie.brussels, tbcm.be, chocomeli.com, and thebelgianchocolatemakers.com (and sub-domains).
    Chocolate lovers
    The Belgian Chocolate Makers SRL sells chocolate products and others, including online, in Belgium and worldwide. Taking into account the specifications of chocolate products, The Belgian Chocolate Makers SRL shall have the right not to accept an order for completion outside Belgium, where it is apparent from the circumstances that due to a significant distance to the shipping address it is highly possible that the goods will become damaged or go bad.
    You can contact us by email at [email protected] or by phone on +32 (0)2 203 92 20, Monday to Friday between 10am and 7pm (working days only).
    The prices of the products are in EUR (They can be converted in GBP or USD at the client's request.) and exclude VAT. The prices do not include any delivery charges. More information about our shipping conditions can be found here.
    The products listed on our website chocolaterie.brussels do not constitute an offer within the meaning of the provisions of the Civil Code. A sales contract shall be considered concluded upon the confirmation by the seller of the acceptance of a given order for completion or the submission of a given order, of which the client shall be informed by email. From that point, the seller shall be obliged to complete the order in accordance with the terms of the contract, and the client to pay the price and collect the ordered product.
    The Belgian Chocolate Makers SRL reserves the right to modify its prices at any time but the products will be invoiced on the basis of the rates in force at time of the registration of the order, subject to availability. The products remain the property of The Belgian Chocolate Makers SRL until full payment of the price.

    Submission of orders

    A person submitting an order simultaneously declares that he or she has full capacity to enter into legal transactions in accordance with the provisions of the Civil Code. The submission of an order shall be tantamount to accepting the provisions hereof.
    The goods shall be sold against orders submitted online.
    Orders can be made 7 days a week, 24 hours a day, through our website chocolaterie.brussels.
    We may also accept an order made by phone or email.
    Discount codes cannot be used in conjunction with any other promotions, unless the rules of a given promotion state otherwise. Only one promo code can be entered at the same time.
    To order a given product, the client shall add it to his or her basket by clicking "add to basket" available on the product page. The product’s basket contains additional options that are available upon clicking "select additional items". The selection of additional items is accepted by clicking "add to basket". An additional item is displayed in the basket as a separate item.
    The basket shall be accepted by clicking "submit the order", as a result of which the client shall be redirected to provide the billing and shipping addresses. Next, the delivery option shall be selected. To continue, the date of dispatch and the payment method can be selected. Before the submission of an order, the client shall be requested to check whether the order has been filled in correctly, and in particular, his or her contact details, and to accept these terms of sale, the risk disclaimer and the privacy policy.
    At the end, the client shall submit the order (purchase offer) by clicking "submit the order".

    Completion of orders

    The submission of an order is not tantamount to accepting it for completion. We shall have the right to refuse to complete the order, for example, if a given product is unavailable or if a given order cannot be completed by the deadline specified by the client.
    For any orders paid for, we shall be obliged to return the amount paid within 14 days from notifying the client thereof.
    The aforementioned provisions do not apply to any orders accepted for completion, namely any orders for which sales contracts have been concluded. We shall reserve the right not to complete an order with regard to which the client has provided incomplete or incorrect data.
    The Belgian Chocolate Makers SRL does not bear any responsibility for sharing third party data by the client. The client will bear the burden of any claims resulting from the sharing of third party data with us.
    The client may resign from the order before it is accepted for completion. We shall allow for the order accepted for completion to be cancelled only if such an order has not yet been dispatched and is at the stage of completion that enables its cancellation.
    The standard order preparation time is between 12 and 36 hours from the full payment. Once prepared, the order is dispatched by us using the selected carrier (Bpost, DHL, Shippr). When the client is entering a free shipping promo code during the checkout process then the choice of the transport company is ours and the selection made by the client cannot be guaranteed. Information about the order and the stage of its completion can be obtained by email or phone from us or, if the client has registered with us, its past orders shall be available upon logging in.
    Each order shall be evidenced by a VAT invoice sent by email to the person submitting an order. The submission of an order is tantamount to providing consent to the receipt of a VAT invoice in an electronic form. The invoice is sent after the order has been completed.
    We shall endeavour, to the extent possible, to meet any requests made by the client in the comments section; however, such requests cannot be treated as services guaranteed by us and they do not affect the completion of the base order submitted by the client.
    Colours shown on photos may in reality deviate from printouts or displays on a computer screen. Please make absolutely sure that each element of the product meets your expectations before ordering. Information about products can be obtained by phone +32 (0)2 203 92 20 or by email.
    After completing the purchase order, the seller must ship the order in accordance with the buyer’s choice.

    Time of achievement and delivery

    Once the order is prepared, the delivery time depends on the selected method and place of delivery. The delivery times are given on our website as information only and are not contractual. The clients need to consult the regulations and guarantees offered by the selected transport company on their respective websites (bpost.be, DHL, shippr.io).
    Information regarding the order delivery dates is available during the check out process. Orders are dispatched on working days from Monday to Friday. Order delivery hours are governed by the internal regulations of the selected transport company. The transport company always makes a minimum of one delivery attempt and if the recipient is not at home, an arrival note shall be left for him or her with a request to contact the transport company. Any orders sent to business addresses may be delivered to a reception desk or secretary’s office. This is not a personal service. Orders to hospitals, hotels, large companies, banks, public administration offices are delivered to the reception desk or secretary’s office.

    Terms of payment

    Any discount coupons may only be used for products and cannot be aggregated with other promotions (unless the terms of a given promotion state otherwise).
    Payments can be made thru the Mollie gateway using the major credit and debit cards: Visa, Vpay, Mastercard, Maestro, Bancontact and American Express. We also accept payments thru Belfius Direct Mobile, KBC Mobile and iDEAL.
    We accept payments by Paypal up to 50 euros and we also accept ApplePay and Monizze vouchers.
    For security purposes, we limit the transactions by credit cards and ApplePay to a maximum of 1.000 euros.
    The clients can also pay by bank transfer via SEPA. In that case, the order will only be validated once the money has been credited into our bank account which can take up to 10 working days.
    We also accept payments in store. The client will need to pay with a physical card or by cash at the store. In store, we also accept payments made with Edenred and Monizze cards.

    Dispatching of orders

    For all orders the shipping costs must be added, which are listed here.
    We reserve the right to change the shipping costs and to cancel or modify a promotional offer. These changes do not apply to orders already accepted.
    Please read carefully the disclaimer as it clearly explains you how and when we are transferring the responsibility of the risk to you.


    To become a member of the rewards program, you must be 18 years of age or older. To enroll in our rewards program, you simply need to create an account with us. You do not need to have a subscription to earn points in the program. Rewards can only be used in conjonction with a purchase and the total amount to be paid can never be settled entirely using reward points. In other words, the total to be paid can never be nil.
    To redeem your points, simply add items to your shopping cart, and click the “checkout” button (if you’re not already signed in, the next screen will prompt you to sign in to your account). Continue through the checkout process. When you get to the payment information section, you will see a box that says “use my rewards points.” When you click it, your points will be used and the euro value will be deducted from your order total. You cannot pay an order only with rewards points otherwise the order will be canceled. A minimum amount of 20% of the purchase must be paid using another method in order to allow us to process the order. Points are available for redemption for the purchase of products on the website only while supplies last and quantities may be limited. Any items received as a result of rewards redemption may only be exchanged for a refund of the applicable rewards redeemed for such item (not cash or credit). Purchases made with rewards will ship in the normal course of business and will be shipped by Bpost unless contrary stated. You cannot redeem rewards for more than 80% of your purchase. Points are not redeemable for cash.
    We may, in our sole and absolute discretion, cancel, change, suspend, or modify any aspect of the rewards program and/or any reward at any time, including the availability of any reward. We may, in its sole and absolute discretion, terminate or suspend any member’s participation in the program for breach of these terms of sale, or for taking any actions that are inconsistent with the intent of these terms of sale. We reserve the right at our sole discretion to prohibit any member from participating in any aspect of the program if we deem or suspect that such member has engaged in or has attempted to engage in any of the following: (a) acting in violation of these terms of sale; or (b) damaging, tampering with or corrupting the operation of the rewards program or website; or (c) acting with intent to annoy, harass or abuse any other person; or (d) any inappropriate, uncooperative, disruptive, fraudulent, potentially fraudulent, or unusual behavior or activity; or (e) activity deemed in our sole discretion to be generally inconsistent with the intended operation of the rewards program. Any decision we make relating to termination or suspension of any member’s participation in the rewards program shall be final and binding in all respects. We shall be the sole determiner in cases of suspected abuse, fraud, or breach of these terms of sale.

    Guarantee of freshness

    Any praline or chocolate product is made according to a traditional recipe and contains no harmful substances or substances not authorised for consumption that could extend its use-by-date. Freshness is always checked by our company before any products are dispatched.
    Due to the fact that high temperature and humidity have an adverse impact on natural chocolate products, special attention must be paid to the method for storing chocolate products.
    Considering the most frequent environmental conditions and our knowledge and experience, the use-by-dates for individual products are as follows:

    - Handmade chocolates: a minimum of 6 weeks
    - Other chocolates: a minimum of 3 months

    Returns and complaints

    In accordance with the regulations and in particular the Law of 06/04/2010 on Market Practices and Consumer Protection, the buyer who is a consumer may terminate the contract without giving reasons, making a written declaration. The consumer must send us back or return the goods, without undue delay and, in any event, no later than fourteen days after you have communicated to us your decision to withdraw from this contract. This period is considered respected if you return the products before the expiration of the period of fourteen days.
    With the exception of the cases described in the law of March 17, 2014, the rights of the consumer Art L121-21-8.
    The consumer does not have the right to terminate a contract concluded in the following cases:

    - If the contract concerns products made especially for the consumer, according to his request and meeting his needs.
    - If the contract concerns food products that can quickly wither away.
    - If the products have been opened after delivery.
    For such a withdrawal to be effective, the statement should be sent to our address before the aforementioned deadline.
    If the contract is withdrawn from, it shall be considered invalid, and the parties thereto shall be obliged to return any benefits they have obtained in their unaltered state, unless their alteration was necessary in the ordinary course of dealings. The client shall send the goods back at his or her own cost.
    The products shall be returned immediately, however, no later than within 14 days from the sending of the statement. If the client sends the withdrawal statement together with the goods, the time limit shall be 10 days from receipt thereof. The returned goods cannot be worn and torn more than it has been necessary for the client to open their packaging in order to check whether they have met the requirements specified in the order and his or her expectations.
    The amount paid shall be returned immediately, however, no later than within 14 days from receipt by us of the withdrawal statement. A failure to return the goods shall allow us to keep the amount paid until they have been returned. The amount paid shall be returned to a bank account specified in the withdrawal statement or by the refund against the card billed during the ordering process.
    The products that may not be returned include:

    - Any products that have properties specified by the consumer in the submitted order or that are strictly related to such a consumer
    - Any products that may not be returned due to their nature or that go bad very quickly.
    We shall not accept any deliveries or returns of goods, which are to be paid on delivery.
    The Belgian Chocolate Makers SRL shall be liable for the ordered product up to the amount of its price.
    Products made of chocolate are fragile by nature and despite numerous protection measures applied, including external packaging and delivery boxes, they may crumble or break, bearing in mind their delivery method (priority package, courier delivery), which certainly does not impair their taste values or the value of the product itself, but may visually not be to the taste of the client. Please take such a possibility into account before submitting an order.
    Pursuant to the Act on Specific Terms and Conditions of Consumer Sale and Amendments to the Civil Code of 22 July 2002 and to the Regulation of the Minister of Economy, Labour and Social Policy of 30 January 2003 on the time limits for notifying sellers of non-conformity of the food products with sales contracts, the client shall lose the right related to non-conformity of a food product with a contract, if upon the discovery of such a non-conformity, it fails to notify us thereof immediately, however, no later than within 3 days from receipt of the goods delivered to the client's place of residence.
    Complaints shall be made in writing to the following address: The Belgian Chocolate Makers SRL, Rue Lebeau 11, 1000 Brussels, Belgium. Complaints are dealed within 14 days from their receipt. Where justified, the goods shall be replaced by goods of full value, and if that is impossible, the amount paid shall be returned.
    Where the order is returned to us because of an incorrect or incomplete delivery address, a refusal to accept the delivery by the recipient or a failure to collect the package within a specified time limit, the client shall cover the costs of re-delivery and the costs of return of the order. Any products that are not collected or any returns that are unpaid shall be disposed of within 7 days from their return to the warehouses of the courier or at our store.
    The European Commission provides a platform for online dispute resolutions (ODR) which can be accessed by clicking here. We are ready to participate in extra-judicial dispute settlement proceedings before a consumer dispute resolution body.
    The competent body in this matter is www.eccbelgium.be.
    The client is entitled to use extrajudicial methods of investigating complaints and settling claims. If the client wishes an amicable settlement of a dispute related to Internet purchases, they can file their complaint e.g. via EU Internet ODR platform.

    Cancellation policy

    Right to cancel
    You have the right to cancel the selling contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire,or a third party other than the carrier and indicated by you acquires, physical possession of the last good.
    To exercise the right to cancel, you must inform us (The Belgian Chocolate Makers SRL, Rue Lebeau 11, 1000 Brussels, Belgium, +32 2 203 92 20) of your decision to cancel this contract by a clear statement (e.g. a letter sent by post or email).
    To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right of cancel before the cancellation period has expired.
    The right to cancel does not exist for the following contracts:
    • Contracts for the supply of goods that are made to the consumer’s specifications or are clearly personalised.
    • Contracts for the supply of goods which are liable to deteriorate or expire rapidly.
    • Contracts for the supply of sealed goods which are not suitable for return due to hygiene reasons and were unsealed after delivery.
    Effects of cancellation
    If you cancel the selling contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
    You shall send back the goods or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

    Final provisions

    We shall have the right to amend the provisions hereof. Such amendments shall not apply to any orders accepted for completion.
    For matters not regulated hereby, the provisions of the Belgian Civil Code shall apply.
    These terms apply from 8th of April 2020.
    Terms of sale