Legal guarantee

For every product bought from us, we are liable for any lack of conformity that existed at delivery and becomes apparent within 2 years of delivery (Directive (EU) 2019/771, as transposed into the Belgian Civil Code). This guarantee applies by law, is free and needs no extra document.

A defect that becomes apparent within the period set by law is presumed to have existed at delivery unless we prove otherwise: you do not have to prove it.

Our products are consumables with a shelf life: the date on the pack tells you until when to use them, and the guarantee covers their condition at delivery.

It does not cover normal expiry after delivery, use other than as the label says, or storage contrary to the label. It covers any defect that existed at delivery, for example:

• You received a different product or variant from the one you ordered.
• The product arrived damaged.
• The seal was broken on arrival.
• The content does not match the label or the batch's lab report.
• The product had expired on delivery.

Write to us at info@voorbeeld.be as soon as you notice the defect. We answer quickly and tell you what happens next; if the product has to come back, the shop pays the shipping.

In the e-mail, send:

• Your order number.
• A photo of the product and its packaging.
• The batch number from the label.

You can ask for the product to be brought into conformity or replaced with a sound one, as you choose; this is free and done within a reasonable time and without significant inconvenience to you (Directive (EU) 2019/771, art. 13). The shop bears all costs, including shipping.

If replacement or repair is not possible, is not done within a reasonable time or the defect remains, you can ask for a proportionate price reduction or terminate the contract, which means your money back. A minor defect does not allow termination. Under Belgian law you may also be entitled to compensation for damage.

The shop gives no commercial guarantee on top of the legal guarantee unless the product page says otherwise; its terms are then written there. A commercial guarantee is voluntary and never replaces or limits your legal rights.

We try to settle every claim directly with you. If we cannot, you can turn to the Consumer Ombudsman Service (Consumentenombudsdienst / Service de Médiation pour le Consommateur), consumentenombudsdienst.be, which handles the complaint itself or passes it on to the competent body for out-of-court settlement. You can also report a problem to the FOD Economie — Economic Inspection (economie.fgov.be) or go to court.

Belgian law applies; your consumer rights are not limited by this.