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 Phone
- For technical questions, information about a lightplan or b2b account you can reach us by phone (Monday to Friday) 10:00 to 16:00: +32 460 25 30 40
Our legal data:
Rue de Corbais 179
PURPOSE OF THE CONTRACT
Maneva SPRL (Lamptwist.be) 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.
PRICE AND DESCRIPTION
All product information and prices are listed on every product descriptive sheets.
Sale prices are expressed in Euro, VAT included. These prices do not include any import costs that customs will charge you. Non-EU Countries will not have to pay the 21% of VAT (which will be deducted from the price after filling in your address details), but the customs/import fees are to be paid by the customer.
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.
TERMS OF ORDER AND PAYMENT
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, unused and in their original packaging. Return shipping costs are at the customer's expense and the return form is available on our returns page. Once we have received and checked the returned products, we will proceed to refund the corresponding amount within a reasonable time.
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.
All refunds to the customer's account are made via the Mollie transaction servers. Lamptwist relies on this company because the purchaser's bank details are encrypted and securely transferred and because it has some forty payment methods at its disposal.
Mollie B.V., with its registered office and principal place of business in Amsterdam, the Netherlands at Keizersgracht 126.:
- LampTwist works together with Mollie for the safe handling of the online payment. Mollie has more than 15 years of online expertise as a payment service provider. As a specialist in online payments Mollie guarantees a very safe and smooth handling. The payment transactions go through secure lines via Mollie directly to your trusted financial institution. During the checkout procedure you will be redirected to the payment pages of Mollie. LampTwist has no access to the confidential payment details of its customers.
DELIVERY TERMS AND TRANSPORT
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.
RIGHT OF WITHDRAWAL & RETURNS
According to applicable law, you have the right to withdraw from an online purchase within 14 days. At LampTwist, we offer a 30-day return policy, starting from the day you or someone known to you (not the courier) receive the product, provided that you notify us within 72 hours after delivery if the goods are delivered damaged. This period allows you to check whether the product fits your interior and meets your expectations. The 30-day period starts from the day of delivery.
If you are located in the EU, you can use LampTwist's return service. However, you are responsible for the cost of returning the product. The cost of returning the product varies based on the country you are returning from and can be found on the returns page of our website. Please note that for large or bulky items, additional fees may be required for their return that exceed the fees listed in the table mentioned above.
If you need to return an item from outside the EU, you are responsible for organizing its shipment to our warehouse address. Additionally, you will be responsible for the return shipping costs and any import duties that may apply (Delivered Duty Paid). Unfortunately, if the item is returned to us without these costs paid, we will not be able to accept the return.
Rue du mont d'Orcq 16
A return will only be accepted if it complies with our return conditions. Any deviation from these conditions may result in the refusal of the return. Please note the following requirements:
- The product must be complete with all accessories, manuals, and documentation.
- The product must be undamaged and in its original, undamaged packaging. We cannot accept products that show signs of use. You may view the products as you would in a normal store, but if you install or use them, we will not be able to accept a return.
- You have 30 days to return the item after registering the return.
If the product does not meet these conditions, LampTwist has the right to refuse the return, and the goods will remain the property of the buyer. You may have the goods picked up at the LampTwist warehouse within 14 days.
If you use the product in a way that prevents LampTwist from reselling it 'as new', but the product only slightly deviates from the above mentioned conditions (i.e. if the product is suitable for resale), then LampTwist has the right to charge you for any depreciation in value. This amount will be deducted from the refundable order amount.
Method of return
We advise you to find more information about the return process on the returns page of our website.
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 15 days. The cost of the return shipment will be subtracted from any refund due.
The client is advised to find more information about the return process on the returns page on this website.
TRANSFER OF OWNERSHIP
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.
If you receive the goods delivered damaged, you must notify us within 72 hours after delivery. You can do this through our contact form
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.
GUARANTEES AND AFTER-SALES SERVICE
Most of our articles sold benefit from the legal guarantee of conformity, the legal guarantee of hidden defects and the manufacturer's guarantee, the scope and duration of which differ according to the products and brands/designers.
Please note that the guarantee does not apply to compensation for damage resulting from a cause not attributable to the product itself (e.g. accident, shock, lightning strike, power fluctuation, replacement of consumables such as batteries, bulbs, fuses, etc.). It also does not apply if the damage is caused by the customer as a result of, for example, faulty installation, incorrect use, the use of unsuitable peripherals, accessories or consumables, etc.
We ask you to read the user manual provided carefully. If the purchased product is not as described by the seller, has hidden defects or you are not completely satisfied with the functioning of it, you can report this via the contact form. Please clearly describe the problem and, if possible, also send a photo or video showing this issue. We will then contact the brand to solve this issue. Depending on the problem, a product may then be partially or fully replaced or refunded. This replacement or refund will only be done once we have received the package back.
The seller cannot be held responsible for damage to equipment or installations due to weather conditions such as storms, snow, hail, water infiltration, lightning, etc. The seller cannot be held liable for damage to equipment or installations due to weather conditions such as storms, snow, hail, water ingress, lightning, etc.; breakdowns caused by overvoltage in the electrical network; breakdowns caused by the incorrect connection of equipment and cables by the customer; wear and tear or breakdowns due to negligent maintenance, overheating due to the use of a bulb or halogen lamp that is too powerful; indirect costs caused by taking the defective item out of service.
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.
APPLICABLE LAW - COMPETENT JUDGE
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.