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Bougies Neuvaines • MAISON HALLEUX SRL
1 Seller identity and contact
The website www.bougies-neuvaines.com is operated by MAISON HALLEUX SRL, Belgian company and VAT number BE 0417.106.235, with its registered office at 47 rue de l’Esplanade, 4141 Banneux, Sprimont, Belgium.
Customer service and returns address: MAISON HALLEUX SRL, 45 rue de l’Esplanade, 4141 Banneux, Sprimont, Belgium. Email: contact@bougies-neuvaines.com. Telephone: +32 4 360 85 36.
2 Scope and acceptance
These terms govern sales of products through this website, including purchases completed using a payment link sent by our customer service team. Customers may read, save and print them before ordering. They must read and accept them before submitting their order.
Consumer provisions apply to individuals acting for purposes outside their trade, business or profession. They do not create a statutory consumer right of withdrawal or consumer legal guarantee for business purchases. No provision restricts applicable mandatory rights.
3 Products and availability
Essential characteristics, dimensions, quantities and any personalisation options appear on the product pages. Illustrations and descriptions identify the products; minor differences in colour rendering between screens do not justify any substantial difference from the agreed characteristics.
Products are offered subject to available stock. If an ordered item becomes unavailable, we inform the customer and offer a delivery time accepted by them or a refund of the relevant amounts. No different product is substituted without their agreement. For personalised products, customers must check the submitted text and images before approving them; we remain responsible for our own errors.
4 Prices and additional charges
Consumer prices are stated in euros, including VAT. Delivery charges and all other applicable fees are shown before order confirmation and payment. No additional charge is subsequently added without express agreement.
Where a destination or order requires a shipping quotation, the quotation and total amount payable are submitted for the customer's agreement before their final commitment and payment. Any customs duties, import taxes and associated charges for deliveries outside the European Union are disclosed before ordering; if they cannot reasonably be calculated in advance, this is stated.
5 Checking the basket and ordering
Before submitting an order and paying, customers must check the products, references, options, quantities, prices, delivery charges, contact details and delivery address in the order summary. They can correct mistakes before final submission.
This also applies to a saved or resumed basket or one accessed through a link sent by customer service to change the payment method. The order details must be accessible before payment. Customers must contact us before paying if the contents differ from the items they wish to buy.
Where the delivered goods match the confirmed order and a selection error is attributable solely to the customer, this is not a delivery error and does not make us liable. The right of withdrawal remains available under the conditions below. This provision does not cover any error by our team, any malfunction attributable to us, or any lack of conformity.
6 Payment and formation of the contract
Available payment methods are those displayed during checkout. We provide any bank transfer instructions. Card payments are processed by the secure payment provider under the conditions shown before confirmation.
The final order step clearly indicates the obligation to pay. An electronic acknowledgement sets out the order details; if it does not yet constitute our acceptance, this is expressly stated. The contract is formed when we confirm acceptance by email and receive full payment. These terms are attached or provided in a format the customer can retain.
If payment fails or is not received, we contact the customer and may cancel the order after the payment period communicated to them. Any refusal of an order must have a legitimate reason and respect the customer's rights. Any amount received for an order we do not accept is refunded without undue delay.
7 Delivery and transfer of risk
Delivery destinations, methods, charges and times are stated before ordering. Unless another delivery time is expressly agreed, delivery takes place without undue delay and no later than 30 days after the contract is concluded. Closures or special delivery times are disclosed before purchase.
In the event of delay, consumers may give us an appropriate additional period and then terminate the contract if delivery still does not take place, in accordance with the law. Immediate termination is possible in the circumstances provided by law, including refusal to deliver or where the agreed delivery time was essential.
The risk of loss or damage passes to the consumer when they, or a third party designated by them other than the carrier, take physical possession of the goods. If the consumer independently appoints a carrier we have not offered, risk passes when the goods are handed over to that carrier.
8 Receipt and delivery problems
Customers are asked to check their parcel on receipt and promptly report any missing item, damage or error, providing the order number and photographs if possible. Reservations made to the carrier help with processing, but failing to make them does not remove consumers' statutory rights.
If an address is incorrect or a parcel is not collected, we contact the customer to agree what happens next. A further shipment may incur charges disclosed and accepted beforehand. Merely refusing or not collecting a parcel does not constitute notice of withdrawal. No fixed order preparation fee is automatically deducted from a statutory refund.
9 Right of withdrawal
Consumers have 14 calendar days, starting on the day after receipt of the goods, to notify us of withdrawal without giving a reason. For one order comprising several goods delivered separately, the period starts after receipt of the last item. Statutory rules on calculating and extending time limits remain applicable.
Notice may be sent to contact@bougies-neuvaines.com or our returns address using the attached form or any unequivocal statement. Consumers may also use the withdrawal function accessible on the website throughout the statutory period; an acknowledgement including the content, date and time is sent without undue delay on a durable medium, such as email.
Sending the decision before the period expires is sufficient. Use of the form is optional. Discounted and sale products carry the same right.
If the legally required information on the right of withdrawal has not been provided, the period is extended by 12 months after the initial period ends. If that information is provided during the extension, the period expires 14 days after the consumer receives it.
10 Statutory exceptions to withdrawal
The right of withdrawal does not apply, in particular, to goods made to the consumer's specifications or clearly personalised. Merely choosing a standard option does not in itself constitute personalisation excluding this right.
It also does not apply to sealed audio or video recordings or software unsealed after delivery, or to sealed goods unsuitable for return for health protection or hygiene reasons once unsealed, subject to the statutory conditions. Relevant exceptions are disclosed before purchase. These exceptions do not remove rights relating to defects or lack of conformity.
11 Returns and refunds following withdrawal
Goods must be sent back no later than 14 days after notice of withdrawal to MAISON HALLEUX SRL, 45 rue de l’Esplanade, 4141 Banneux, Sprimont, Belgium. Keeping proof of dispatch is recommended.
Consumers bear the direct cost of returning goods and are informed of this before purchase. This applies, for example, to a change of mind or a selection error attributable solely to the customer where delivery conforms to the order. If we failed to provide this information beforehand, we bear these costs. For goods that cannot normally be returned by post, the cost or a reasonable estimate is provided before ordering.
Goods must be protected for transport and include their accessories. Original packaging is recommended but is not an absolute condition for exercising the right of withdrawal. Consumers are liable only for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, subject to the statutory conditions.
For withdrawal from the entire order, we refund payments received, including the initial standard delivery charge. The extra charge for a more expensive delivery method chosen by the customer is not refunded. For partial returns, only delivery charges that would not be due for the retained items are refunded.
Refunds are made within 14 days of notice of withdrawal using the same payment method, unless another fee-free method is expressly agreed. We may withhold the refund until we receive the goods or evidence of their dispatch, whichever occurs first, unless we offer to collect them ourselves. Customers are not required to accept a credit voucher.
12 Conformity and statutory guarantees
Consumers benefit from a two-year statutory guarantee of conformity from delivery under Belgian law and any other applicable mandatory provisions. A defect appearing within that period is presumed to have existed at delivery unless proved otherwise or unless that presumption is incompatible with the nature of the goods or defect.
Customers must notify us promptly and no later than two months after discovering a defect. They are entitled to free repair or replacement, subject to statutory limits concerning possibility and proportionality. A price reduction or termination is available in the circumstances provided by law, including failed or refused remedies; a minor defect does not justify termination.
We bear the necessary transport and return costs associated with lack of conformity. The statutory guarantee period is suspended during repair or replacement. The guarantee is not a promise of a candle's consumption life and does not cover normal wear or damage attributable to misuse, without prejudice to any original defect. Rights relating to hidden defects remain available under the statutory conditions.
13 Use and liability
Customers must follow the use and safety instructions supplied with products, particularly those relating to candles and flames. Stated burning times are assessed against the disclosed conditions of use.
Our liability is governed by law. No provision excludes liability for our intentional misconduct, harm to life or physical integrity, or where a limitation would be prohibited. Force majeure is addressed under the statutory conditions: we inform the customer and seek a solution; it does not entitle us to retain payment for goods that will definitively not be delivered.
14 Personal data and cookies
MAISON HALLEUX SRL processes data necessary for orders, payments, deliveries, invoices and customer service requests in accordance with the GDPR and applicable law. Relevant data is shared with the service providers concerned as explained in our privacy policy.
That policy sets out the purposes, legal bases, retention periods, recipients and procedures for exercising rights of access, rectification, erasure, restriction, objection and portability where applicable. Requests may be sent to contact@bougies-neuvaines.com. Complaints may be submitted to the Belgian Data Protection Authority: www.autoriteprotectiondonnees.be. Non-essential cookies requiring consent are used only after consent is given; consent may be withdrawn.
15 Intellectual property
The website's content, photographs, texts, logos and other elements are protected by their owners' rights. Reproduction or use beyond statutory exceptions requires permission from the rights holder. This does not prevent customers from retaining information about their order or exercising their rights.
16 Complaints and applicable law
Complaints may be sent to customer service using the details in Article 1. We seek an amicable solution. If a prior complaint to us remains unresolved, consumers may refer the matter to the Belgian Consumer Mediation Service, North Gate II, Boulevard du Roi Albert II 8 boîte 1, 1000 Bruxelles, Belgium; contact@mediationconsommateur.be; www.mediationconsommateur.be, subject to that service's jurisdiction.
Belgian law applies without depriving consumers of mandatory protective provisions of their country of habitual residence where those provisions apply. Jurisdiction is determined by the statutory rules, including consumer protection rules. Consumers are not bound to the exclusive jurisdiction of the courts of Liège.
17 Versions and languages
The applicable version is the one provided and accepted at the time of ordering. Later changes do not apply retrospectively. The French, English, Dutch, German, Spanish and Italian versions are intended to convey the same information. A translation discrepancy cannot reduce the customer's mandatory rights. If a clause is held unenforceable, the others remain effective to the extent permitted by law.
Annex Model withdrawal form
Complete and send this form only if you wish to withdraw from the contract.
To MAISON HALLEUX SRL, 45 rue de l’Esplanade, 4141 Banneux, Sprimont, Belgium; contact@bougies-neuvaines.com.
I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods.
Order number and relevant goods: ______________________________
Ordered on / received on: ______________________________
Name of consumer(s): ______________________________
Address of consumer(s): ______________________________
Date: ______________________________
Signature of consumer(s), only for paper submissions: ______________________________
Delete as appropriate.