Terms and Conditions

1. Scope

These terms and conditions apply to all sales and deliveries of goods by the seller, including tiles, ceramic materials, building materials, accessories, samples, transport and related products.

The seller does not itself carry out placement or installation works, unless exceptionally and expressly agreed otherwise in writing. At the customer's request, the seller may recommend independent contractors, tilers or installers, but they always act as independent third parties and not as employees, subcontractors or representatives of the seller, unless expressly agreed otherwise in writing.

Any deviation from these terms is valid only if accepted in advance and in writing by the seller.

The customer's general terms and conditions are expressly excluded unless accepted in advance and in writing by the seller.

If any provision of these terms is invalid or unenforceable, the remaining provisions remain fully effective. The invalid provision will be replaced by a valid provision that corresponds as closely as possible to the original intention.

2. Quotations and orders

All quotations are non-binding unless stated otherwise in writing.

A quotation is valid only for the period stated on it. If no validity period is stated, the quotation is valid for 14 calendar days.

An order becomes final only after written confirmation by the seller or payment of an advance.

The seller may refuse an order or attach conditions to its performance, including in case of unpaid invoices, credit risk, incorrect price indication, stock issues or doubt about the accuracy of customer data.

Data, images, colours, sizes, technical sheets, product descriptions and samples on the website, in catalogues, in the showroom or in communications are indicative. Minor differences in colour, shade, calibre, size, structure, gloss, finish or packaging are possible and do not justify cancellation, refusal of delivery or compensation.

3. Prices

All prices are stated in euros.

Unless stated otherwise in writing, prices apply exclusively to the tiles or products themselves.

Unless stated otherwise, prices exclude VAT, transport costs, delivery costs, packaging costs, pallets, special handling, storage costs, administration costs and other additional costs that may depend on the order.

For consumers, prices are shown including VAT, unless this is not legally required or the price is communicated only in a professional B2B context.

Transport, delivery, pallets, packaging, special orders, urgent deliveries, storage or other additional services are charged separately where applicable.

The stated or quoted price does not include placement, installation, adhesive, grout, profiles, substrate preparation, site facilities, lifting work, bringing goods inside, storage or other works, unless expressly stated in writing on the quotation or invoice.

The seller reserves the right to adjust prices in case of changes in transport costs, raw material prices, import duties, exchange rates, supplier prices, energy prices, statutory levies or other circumstances beyond its control.

Obvious errors in prices, product information or stock may be corrected by the seller. An incorrect price indication does not oblige the seller to deliver at that price.

4. Payment

Invoices are payable on the due date stated on the invoice.

If no specific payment term is stated, invoices are payable immediately.

Payments are first applied to costs, then to interest and then to the principal amount, unless mandatory law provides otherwise.

5. Retention of title

Delivered goods remain the property of the seller until full payment of the principal amount, interest, costs and any compensation.

The risk of loss, theft, damage or depreciation transfers to the customer from delivery or from the moment the goods are made available.

In case of non-payment, the seller may repossess the delivered goods to the extent permitted by law. The customer must cooperate loyally.

Advances may be retained by the seller to compensate costs, depreciation or damage, without prejudice to the right to prove higher damage.

6. Delivery

Delivery periods are indicative unless expressly agreed otherwise in writing.

A delivery delay does not entitle the customer to cancellation, compensation or refusal of payment, unless mandatory law provides otherwise.

The customer must ensure that the delivery location is normally accessible for the transport vehicle used and that sufficient space, access and assistance are available for safe and quick unloading.

If delivery at the agreed location is not possible due to poor accessibility, insufficient space, customer absence, safety risks or other circumstances beyond the seller's control, the seller may unload the goods at the nearest accessible location. Extra costs are borne by the customer.

If the customer refuses, postpones or prevents delivery, the seller may charge storage, transport and administration costs.

7. Transport and risk

The goods travel at the customer's risk, even when transport is organised by or through the seller, unless mandatory law provides otherwise.

The customer must immediately check the goods upon receipt for visible damage, shortages, wrong delivery, quantities and packaging.

Transport or delivery damage must be stated immediately on the transport documents and reported to the seller in writing as soon as possible, preferably with photos.

8. Pallets and packaging

Pallets, transport packaging and special packaging may be charged separately.

Euro pallets are charged at €25 excluding VAT per piece, unless stated otherwise.

Return of pallets or packaging takes place only after prior agreement by the seller and if they are returned in good condition within the agreed period.

9. Complaints and visible defects

Complaints about visible defects, damage, wrong goods, quantities, dimensions, shade, calibre or packaging must be reported in writing within 5 calendar days after delivery.

The customer may not install, process, cut, glue, use or resell goods with visible defects.

Use, installation, processing, cutting or resale counts as acceptance of the goods.

A complaint does not suspend the payment obligation unless accepted in writing by the seller or mandatory law provides otherwise.

10. Hidden defects

For professional customers, hidden defects must be reported in writing within 30 calendar days after discovery and no later than 12 months after delivery. For consumers, statutory warranty rights and mandatory consumer protection apply.

The customer must give the seller the opportunity to inspect the goods before any repair, removal, installation or replacement takes place.

The seller's liability is limited to replacement of the defective goods, redelivery or refund of the price of the relevant goods, at the seller's choice.

The seller is not liable for installation costs, removal costs, transport costs, consequential damage, loss of profit, delay, damage to third parties or other indirect damage, unless mandatory law provides otherwise.

11. Tolerances for tiles and ceramic materials

Differences in colour, shade, calibre, structure, nuance, gloss and small size differences are inherent to tiles, natural stone, ceramic materials and building materials.

Before installation, the customer must check whether the delivered goods correspond to the order and are suitable for the intended use.

Before installation, the customer must check whether the delivered goods belong to the same shade, calibre, batch or production code where this is relevant to the project.

Additional orders may differ in shade, calibre, structure or finish. The seller cannot guarantee that later deliveries will exactly match earlier deliveries.

Normal commercial and technical tolerances do not give the right to refusal, cancellation or compensation.

12. Samples and showroom material

Samples, photos, renders, displays and showroom setups are indicative.

A sample shows only part of the product and can never display all variations in colour, structure, pattern, gloss or finish.

The customer remains responsible for the final choice of product and for checking before installation.

13. Returns and cancellation

Goods are not taken back without the seller's prior written agreement.

Specially ordered goods, custom-made goods, opened packaging, damaged goods, samples, outlet items, sale items, second-choice goods and goods no longer in original condition are not taken back.

A confirmed order cannot be cancelled unilaterally by the customer.

If the seller nevertheless agrees to cancellation, the customer owes compensation of at least 30% of the order value, without prejudice to the seller's right to prove higher actual damage.

For consumers, the statutory right of withdrawal applies only where and to the extent legally applicable, for example in a distance contract. If the right of withdrawal applies, the consumer in principle has a period of 14 calendar days to withdraw from the purchase, unless a statutory exception applies.

The right of withdrawal does not apply, among other things, to goods made according to the consumer's specifications, clearly personalised, inseparably mixed with other goods after delivery, or covered by another statutory exception.

14. Force majeure

The seller is not liable for delay or non-performance due to circumstances beyond its reasonable control, including force majeure, strike, lock-out, fire, war, transport problems, import or export restrictions, government measures, stock shortages, production stoppage, supplier delay, energy problems, exceptional price increases, technical failures or other unforeseen circumstances.

In such case, the seller may suspend performance, extend the delivery period or terminate the agreement in whole or in part without compensation.

15. Use, placement, contractors and maintenance

The customer is responsible for the correct choice, application, processing, installation and maintenance of the goods.

The seller sells the goods but does not itself provide placement or installation, unless exceptionally and expressly agreed otherwise in writing.

At the customer's request, the seller may recommend independent contractors, tilers or installers. This recommendation is purely informative. The customer enters into an agreement directly with the relevant contractor or installer.

The seller is not liable for the quotation, planning, execution, quality, prices, delays, errors, damage, aftercare or any other act or omission of a recommended contractor, tiler or installer.

Before installation, the customer must check whether the delivered goods correspond to the order, are suitable for the intended use and are free from visible defects.

The customer or the installer appointed by the customer must comply with the technical sheets, installation instructions, maintenance instructions and manufacturer or supplier guidelines.

The seller is not liable for damage caused by incorrect installation, unsuitable substrate, incorrect maintenance, incorrect use, moisture problems, frost damage, chemical products, external influences, normal wear or use contrary to technical instructions.

Advice from the seller is always general and indicative unless expressly agreed otherwise in writing.

16. Website and information

The seller makes reasonable efforts to keep information on the website correct and up to date.

Errors in prices, stock, product information, images, technical data or availability do not create rights for the customer.

The seller may correct errors and refuse, suspend or adapt orders if they are based on an obvious mistake.

The website may contain links to external websites. The seller is not responsible for the content, availability or operation of external websites.

17. Liability

For professional customers, the seller's liability, to the extent permitted by law, is in any event limited to the amount of the relevant invoice or to the amount paid by the seller's insurance.

The seller is not liable for indirect damage, consequential damage, loss of profit, loss of turnover, delay, reputational damage, missed savings or damage caused by third parties.

This limitation does not apply in case of intent, gross negligence or where mandatory law provides otherwise.

For consumers, statutory guarantees and mandatory consumer rights apply. Nothing in these terms limits rights that the consumer has under mandatory law.

18. Privacy

Personal data is processed in accordance with applicable privacy legislation.

The data is used for customer management, quotations, orders, invoicing, delivery, accounting, communication and legal obligations.

More information is available in the seller's privacy statement.

19. Intellectual property

All texts, photos, logos, designs, product presentations, catalogues, renders and other content of the seller remain the property of the seller or its licensors.

Without prior written agreement, they may not be copied, distributed, adapted or used commercially.

20. Applicable law and competent court

All agreements are governed by Belgian law.

For disputes with professional customers, only the competent courts of Gent have jurisdiction.

For disputes with consumers, this choice applies only insofar as mandatory consumer law allows it. If the law requires another court to have jurisdiction, that statutory rule remains applicable.