GENERAL CONDITIONS

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Welcome on our page explaining your rights and obligations

Any customer is supposed to have read these general conditions of sale and payment and accept them. Here below you can find legal rules that must be applied by any business doing commercial activities on the Internet and remote sales.

We are a small, local company consisting of a few people sharing the same passion. Although you may associate online shopping with something impersonal, our desire is to make your shopping experience at lamptwist as pleasant and personal as possible. Customer service is very important to us. For us, every customer is an individual and not a number. Your purchases will therefore proceed without any surprises and with total confidence.

How can you contact us?

• By using the contact form on our website (the best way to reach us!)
• By using the chat function on the website
• By sending an email to support@lamptwist.be

Our legal data:

Maneva SRL
Rue du Mont D'Orcq 16
7503 Tournai
Belgium
VAT: BE 0534.593.625

Showroom:
Chau. de Waterloo 1357A
1180 Brussels
Belgium

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Maneva SRL (www.lamptwist.com) and buyers agree that their relations will be exclusively governed by the application of these general conditions of sale.

These general conditions can be modified at any time, depending on the evolution of the applicable rules or business needs. In all cases, the final validation of the order implies acceptance of these terms and conditions. This validation constitutes signature and express acceptance of all operations at the site. To be taken into account, order and payment must be done by an adult.

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All product information and prices are listed on every product descriptive sheets.

Sale prices are displayed in EUR, including VAT, except in countries where prices are shown in the local currency: USD, GBP, CAD, CHF, AED, HKD, AUD, PLN, CZK, SEK, HUF, DKK, NOK, JPY, NZD, SGD.

For non-EU countries, prices are displayed excluding VAT. However, VAT may still be required upon entry into the country, along with any customs or import fees. These charges are the customer’s responsibility and must be paid upon delivery. We do not collect VAT for non-EU orders.

Lamptwist has the right to change the price of a product if it is wrong (typo, error supplier, ...) but we will always notify it to the customer before sending the order.

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Orders are placed via our website: lamptwist.com

Each order is preceded by an acceptance of the price and the description of the product. By placing an online order, the customer explicitly indicates his or her intention to enter into a purchase agreement with LAMPTWIST and to accept the present general conditions.

The customer will receive an email confirming his or her order. In this e-mail the order conditions are again briefly stated.

Lamptwist commits to fulfil the orders received on the website as long as the product is in stock and is still being manufactured by the designer. If the product is no longer available, Lamptwist commits to inform you immediately. We ask you to pay the purchase price when placing the order.

Any order placed on our site is considered final once the payment has been validated. Any cancellation of an order before delivery is not possible unless otherwise agreed between the parties. However, if you are not satisfied with your order once you have received the products, in accordance with our return policy, you may return them to us within thirty days of receipt. Returned products must be in perfect condition and unused. While we encourage returning items in their original packaging to ensure safer transport and reduce the risk of damage, it is not mandatory. If the original packaging is unavailable, we recommend using secure and protective packaging to ensure the product arrives in good condition. Return shipping costs are at the customer's expense and the return form is available on our returns page. We will proceed with the refund within 14 days of receiving the returned goods. The refund will be processed using the original payment method unless agreed otherwise.

We would also like to point out that for products that are not in stock at the time of order, estimated delivery times are displayed on the page of each product. However, these times are given as an indication and are not contractual. We make every effort to respect these times, but we cannot guarantee their accuracy. Indeed, the delivery times can vary according to various factors such as the availability of the products at our suppliers, the logistic constraints or the hazards of transport. We, therefore, invite you to take into account these indicative times when placing your order and to contact us if you have any questions or concerns regarding the delivery of your products.

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Details about shipping costs can be found in the table on the page "Shipping & delivery". It contains the shipping costs per country as well as the purchase value from which the shipment is free.

Please note, in case of deliveries outside the EU, you will always be charged import duties or taxes. Import duties and taxes shall always be borne by the customer.

For products that are considered "outside standard size" by the carrier, LampTwist has the right to either ask the customer to pay for a part of the transport or to cancel the order if the costs would be too high.

We have contracts with several carriers. Depending on the destination country and parcel size, we ship with Bpost, PostNl, DHL, UPS, GLS or Geodis.

Products that are in stock in our warehouse will be shipped the next working day (Monday-Friday). We ship orders with multiple lamps/products once everything is in stock. If you want us to ship the lamps already in stock, simply contact us.

For products that are not in stock, you will find the average delivery time on the product page. If, for any reason, the product on backorder with the supplier is causing a delay, we will contact you with a new delivery time as soon as the manufacturer provides it.

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Although the law grants customers the right to withdraw from a purchase within 14 days, LampTwist (Maneva SRL) offers an extended withdrawal period of 30 days, starting the day after you receive your order.

You can download the official withdrawal form here: Withdrawal Form.

Our 30-day return window gives you time to decide if the product fits your interior and meets your expectations. You may inspect and handle it as you would in a showroom—checking its quality and suitability. However, handling beyond what is necessary to assess its basic functionality, such as installation or extended use, implies acceptance and may result in a depreciation fee if the product is returned with signs of damage or excessive use. This does not affect your rights in case of a warranty issue.

If your order arrives damaged, you must report it to LampTwist within 72 hours of delivery. Please do so via our contact form. This does not affect your warranty, but it helps us file a claim with the supplier or carrier. To speed up resolution, please include photos of the damage, packaging, and shipping label.

Returns from the EU: You can generate a return label via our website. Return costs are at your expense and vary by country. Additional fees may apply for large or bulky items.

Returns from outside the EU: Customers are fully responsible for arranging and covering all return shipping costs and import duties (Delivered Duty Paid). We do not provide return labels or shipping services for non-EU returns. If these costs are not covered, we cannot accept the return.

Return address

LampTwist
Rue du Mont d'Orcq 16
7503 Froyennes
Belgium

Return conditions

Returns are accepted only if they meet the following conditions:

• The product must be returned within 30 days of receiving the order.
• The product must be in good condition and not excessively used. If it has been handled beyond what is necessary to check its functionality and shows signs of damage, a deduction may be applied to the refund, in accordance with consumer law.

Recommendations for a smoother return:

• We recommend including all accessories, manuals, and documentation to help ensure the product can be resold in the best condition. However, this is not mandatory.
• For safe transport, we recommend using the original packaging. If unavailable, please use suitable packaging to prevent damage.

If the product does not meet the mandatory conditions, LampTwist reserves the right to refuse the return. In this case, the item will remain your property, and you will have 14 days to collect it from our warehouse.

If the product has been used in a way that prevents LampTwist from reselling it as 'new' but is still suitable for resale, we may apply a depreciation fee. This amount will be deducted from your refund.

Method of return
For more details on the return process, please visit our returns page.

Refund

When we receive the returned product, we will check whether it complies with the conditions of return and inform you of our verdict by mail. LampTwist will refund the customer using the same payment method utilized for the initial transaction. Upon receiving the package in good condition, LampTwist will either replace the item (if available) or reimburse the purchase price to the customer's account within 14 days. The cost of the return shipment will be subtracted from any refund due.

Parcel Refusal Outside the European Union
In the event that a customer outside the European Union refuses to accept delivery of a parcel, the parcel will be returned to us. During the processing of this return, any customs fees incurred by us for the return of the parcel will be deducted from the refund issued to the customer. This policy is implemented to offset the additional costs associated with handling international returns.

We strongly advise customers to accept delivery of the parcel and follow our return instructions should they wish to return the product. While customers will still be responsible for return shipping fees, this method is more cost-effective as the customs fees for a returned item are generally lower.

More information
The client is advised to find more information about the return process on the returns page on this website.

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The seller remains the owner of the goods until full payment has been received from the buyer. In the event that the buyer exercises his right of withdrawal, ownership reverts to the seller upon receipt of the returned package and reimbursement of the purchase price.

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If you notice any damage to your order upon delivery, you must notify LampTwist within 72 hours after delivery. You can do this through our contact form. This won’t affect your warranty, but it helps us to assert a claim against the supplier or carrier. To assist us in resolving the matter promptly, please provide photos of the damage, packaging and shipping label.

After those 72 hours, we cannot accept your complaint unless there are exceptional circumstances that prevented you from contacting us. This clause does not affect the legal guarantee for lack of conformity and hidden defects.

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All our products are covered by the legal 2-year conformity warranty, in accordance with EU law. This warranty ensures that the product is free from defects and functions as expected, starting from the date the product is delivered to the consumer.

If the product has a defect, does not function as expected, or does not match the seller’s description, please report the issue via our contact form with a clear description and, if possible, photos or videos. We will assess the situation and coordinate with the brand or supplier to find a solution, which may include repair, replacement, refund, or a price reduction. If a return is necessary, the refund or replacement will only be processed once we have received the item back. In cases where the defect is significant and cannot be resolved within a reasonable timeframe, the buyer has the right to request an immediate price reduction or cancellation of the purchase contract under EU consumer law.

The legal warranty does not cover defects that the consumer was aware of at the time of purchase or defects resulting from incorrect installation, misuse, use of unsuitable peripherals or accessories, lack of proper maintenance, or wear and tear. It also does not cover damage caused by external factors unrelated to the product itself, such as accidents, shocks, lightning strikes, power fluctuations, or the replacement of consumables (e.g., batteries, bulbs, fuses). Additionally, the seller cannot be held responsible for damage to equipment or installations due to weather conditions (storms, snow, hail, water infiltration, lightning), power surges, overheating caused by using a bulb or halogen lamp that exceeds the recommended wattage, or indirect costs incurred due to the product being out of service.

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Lamptwist complies with Belgian and European legislation on the protection of personal data and privacy.

All data collected on this website is only used to improve our service and to provide you with information about our products and services. Under no circumstances is it passed on, sold or rented to third parties.

Lamptwist does not maintain a separate database of people who simply visit its website. However, the data of visitors who place orders via the website is of course recorded. This data is necessary to ensure the correct administrative processing of the order. Everyone has the right to consult and possibly change their personal data at any time. Please contact the person responsible for the processing of personal data for this purpose.

You have the right to object to the use of your personal data for direct marketing purposes. You can inform us of this by post or e-mail.

Statistics are kept on visitors to the website "www.lamptwist.be". The following data is recorded for this purpose:

• The domain (e.g. .BE, .COM, .NET, ...) and the host system.
• The date, time and duration of the visit.
• The pages that were opened during the visit.
• The operating system and Internet browser you are using.
• Your path to the website.

The person responsible for the processing of personal data is MANEVA SRL, represented by: Marchand Nicolas. For questions and further information on the privacy policy Maneva SRL, Rue du Mont D'Orcq 16, 7503 Tournai, Belgium, BE 0534.593.625 - info@lamptwist.be

Our website works with cookies. These are small text files that are stored on the user's PC in order to guarantee the technical functioning of this website. The data stored here is limited to the strict minimum necessary from a technical point of view. Each user can always delete their cookies.

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These conditions are subject to and governed by Belgian law. In the event of a dispute, the customer should first contact LampTwist to obtain an amicable solution. Failing this, only the courts of the judicial district of Nivelles have jurisdiction, irrespective of the place of delivery and the methods of payment accepted.

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27/02/2025