Terms of service

 

 

Terms and conditions for Private Customers

Article 1 – Object and Scope of Application

1.1. The present General Terms & Conditions of Sale (hereinafter the 'General Conditions') define the rights and obligations of the parties within the context of the sale of products (hereinafter the 'Products') at the Internet website www.wouters-hendrix.com (hereinafter the 'Site') and within the context of the use of the Site.

1.2. The General Conditions are concluded between the limited company under Belgian law Wouters & Hendrix NV, registered at the Crossroads Bank ('Kruispuntbank der Ondernemingen') under the number 0466.191.797 which headquarters are located at Callensstraat 39a, 2600 Antwerp, Belgium, hereinafter the 'Seller', and the person wishing to consult the Site and make a purchase, hereinafter the 'Purchaser'. The Purchaser and the Seller are hereinafter jointly called the 'Parties'. The Parties agree that their relations shall be exclusively governed by the General Conditions, to the exclusion of all conditions previously available at the Site.

1.3. Any order of a Product proposed at the Site (hereinafter the 'Order'), implies the prior consultation of and express agreement to the present General Conditions by the Purchaser. However, this agreement is not conditioned by a handwritten signature from the Purchaser. Pursuant to the provisions of the 9 July 2001 Act fixing certain rules concerning the legal frame for electronic signatures and certification services, it is hereby reminded that the Order form validation, according to the provisions of Article 5 of the General Conditions, constitutes an electronic signature which has, between the Parties, the same value as a handwritten signature and constitutes the proof of the entire Order and of the amounts due for this Order being due and payable.

1.4. The General Conditions exclusively concern the Purchasers, who are non-merchant natural persons. The Purchaser wishing to buy a Product at the Site declares possessing full legal capacity. Any person, who is incompetent in the sense of Articles 1123 and followings of the Belgian Civil Code, may not, under any circumstances, buy at the site, or must do it through the intermediary and under the responsibility of his legal representative, identified in the way described in Article 2 of the present General Conditions. This legal representative shall be bound to respect the present General Conditions.

Article 2 – Registration

2.1. The purchase of Products at the Site is reserved to Purchasers having previously and validly registered by following the registration procedure described at the Site. The Purchaser will have the obligation to register a username (a valid e-mail address) and a password. The username and passwords are personal and confidential. The Seller declines any liability in case of abusive use of a Purchaser's username or password.

2.2. The Seller reserves the right to exclude at its sole discretion, a Purchaser, for instance (but not limited to) in case of issues with the payment of previous purchases, or in case of frequent, abnormal and/or abusive returns. The Purchaser shall be informed of his exclusion by an e-mail sent to the email address indicated on the registration form.

2.3. By placing an order any Purchaser expressly authorizes the Seller to perform credit checks and where the Seller feels necessary, to transmit or to obtain information (including any updated information) about the Purchaser to or from third parties, including but not limited to its debit or credit card number or credit reports, to authenticate the Purchaser's identity, to validate the credit/debit card, to obtain an initial debit or credit card authorization and to authorize individual purchase transactions. Furthermore, each Purchaser agrees that the Seller may use Personal Information provided by the Purchaser in order to conduct appropriate anti-fraud checks. Personal Information provided may be disclosed to a credit reference or fraud prevention agency, which may keep a record of that information.

Article 3 – Products Description and Availability

3.1. The Products proposed for sale are those figuring at the Site as being available for sale, with a description of their essential characteristics, at the time and day of the Site consultation by the Purchaser. The Seller implements all reasonable means to display at the Site the Product availability in real time, but may not be held liable if a Product were to be unavailable to honour the Purchaser's Order. In case of the unavailability of one of the ordered Products, the Purchaser shall be informed and shall have the choice to either modify his Order or cancel it. In this case, he shall be reimbursed of the amount of his Order if payment was already made.

3.2. The photos, legends and other descriptive elements illustrating the Products are not contractual. If those photos and/or legends and/or other descriptive elements present some inaccuracies, the Seller cannot be held liable. The Seller commits to make its best efforts to rectify as quickly as possible the inaccuracies or omissions after having been informed of their existence.

Article 4 – Purchase Price and Delivery Costs

4.1. Each Product Price is displayed at the Site (hereinafter the 'Purchase Price') in euros, VAT included. This Price does not include Delivery Costs, which are chargeable to the Purchaser, nor the deduction of any discount or purchase voucher personally awarded to the Purchaser, nor any potential import duties for Purchasers located outside the European Union. The Seller reserves the right to modify its prices at any time, but Products shall be invoiced on the basis of the Purchase Price in force at the time of the order validation, depending on availability.

4.2. At the time of the Order, Purchasers commit to pay the Products Purchase Price and the Delivery Costs. Those Costs vary, depending on the type and quantity of ordered Products, the delivery mode chosen, the delivery address, and must be understood as VAT included. The Member may consult the amount of these costs at the Site by clicking on the 'Cart', where the total amount corresponding to the Products Purchase Price and to the Costs is displayed. The Seller reserves the right to modify the Costs at any time, but the Costs shall be invoiced on the basis of the Purchase Price in force at the time of the order validation, depending on availability. These Costs shall be reimbursed in accordance with Article 8 of the present General Conditions.

4.3. All Purchasers whose delivery address is located outside the European Union are obliged to declare the Purchase to their local VAT or similar tax authority and to pay VAT in their country of residence. The Seller cannot be held liable for any omission hereof. They are equally responsible to pay any applicable import or other duties.

4.4. For Custom Made and repair services, any price quotation provided to the Purchaser is valid for a period of 30 calendar days from the date of issue, unless otherwise specified. After this period, the Seller reserves the right to reconfirm or revise the quoted price before proceeding.

Article 5 – Order Modalities

5.1. To order, the purchaser must click on 'Checkout' then log in or fill in the order form available at the Site, where he shall indicate the details necessary to his identification, such as his surname, first name, delivery address, chosen deliver modus and all required payment details. The Seller cannot be held liable for the communication of inaccurate details. After having filled in the order form, the Purchaser shall be invited to finalize the Order process, by clicking on 'Checkout', by which the Purchaser declares to fully and without reserves accept the entire General Conditions, validates definitively his Order and commits to pay the whole due amount, i.e. the Purchase Price, plus the costs, minus any discount or voucher. As from such time, the Purchaser shall be contractually bound.

5.2. Provided that the payment has been accepted, the Purchaser shall rapidly receive an automatically generated email confirmation, listing among other things, the Order date, the Product(s) purchased, the Purchase Price with the Costs, as well as the Delivery address, specifications of delivery, the applicable refund and withdrawal conditions and, where applicable, information concerning exclusions from the right of withdrawal. Such email confirmation constitutes an 'Order Confirmation'. The data recorded by the Seller, as well as the Order Confirmation, constitute the proof of the contractual relationship between the Parties.

5.3. The Seller reserves the right to refuse or cancel any Order or Delivery in case of (i) existing dispute with the Purchaser, (ii) partial or total non-payment of a previous Order, (iii) payment authorization refused by the banking, credit card or other payment treating institutions, (iv) unavailability of the Product or a Product not meeting our quality requirement. In these cases the Seller's liability may not, under any circumstances, be engaged.

Article 6 – Modalities of Payment

6.a The purchases payment is made by debit or credit card, or through other available payment methods, such as American Express, Bancontact/Mister Cash, iDEAL | Wero, Maestro, Mastercard, Visa and Klarna. At the time of the Order validation, the Purchaser chooses one of the proposed modes of payment. In case the Member chooses for a credit card, he needs to indicate the name appearing on his credit card, the card number, its expiry date and the control number. Some issuing banking institutions may request an additional signature, such as a security token. The payment validity is confirmed or not after verification with the issuing banking institution. Title to the Product(s) shall remain with the Seller until full payment of the Purchase Price and Costs indicated at the time of the Order.

When choosing Klarna as a payment method, the Purchaser agrees to the applicable payment terms and conditions of Klarna, which are presented during the checkout process. The availability of Klarna payment options is subject to Klarna's approval and eligibility criteria.

6.b The Seller shall in no way be held liable for any damages whatsoever resulting from fraud or any other unlawful act by third parties by means of a debit or credit card or any related data of the buyer, without prejudice to the buyer's right to recover damages from the third party.

Article 7 – Delivery

7.1. The Delivery is carried out by the Seller on the address indicated as delivery address in the Order Confirmation. At the time of Delivery, a delivery note is handed over to the Purchaser. The Seller shall make its best efforts to send the Order to the address indicated by the Purchaser in the Order Confirmation within the days following the Order validation. The delivery person shall go to this address and shall hand over the parcel(s) to the addressee or any other person present at the address. In case of absence, a notice shall be left in the mailbox of the designated address. It is up to the Purchaser to contact the delivery person to agree on a new delivery date. If the Purchaser does not organize a new delivery within 1 week from the initial delivery attempt, or if he is absent at the time of the new delivery, the Order shall automatically be returned to the Seller, who shall contact the Purchaser in order to organize the Order delivery. In this case, additional costs may be charged to the Purchaser.

7.2. The risks shall pass to the Purchaser at the time of delivery. Each delivery is deemed to be carried out as soon as the Product is at the disposal of the Purchaser according to the mode of delivery chosen, i.e. the chosen delivery address. The proof of this shall be materialized by the control system used by the delivery person.

7.3. The Purchaser must verify the parcel(s) when it/they arrive(s) and make every reserve and complaint which appears justified, or even refuse the parcel(s) if it/they might have been opened or if it/they present(s) obvious traces of deterioration. The abovementioned reserves and complaints must be directly addressed to the carrier by registered mail with acknowledgement of receipt, within three working days following the Product delivery. A copy must also be sent to the Seller.

Article 8 – Cancellation Right and Modalities of Return

8.1. If one of the Products purchased does not suit the Purchaser, the latter has the right to withdraw from the Order within fifteen (15) calendar days of the day following delivery, without any penalty or explanation, in accordance with the European and national legal provisions applicable to these General Conditions (1).

The Purchaser may exercise this right of withdrawal electronically through the online withdrawal function available on the Site at https://wouters-hendrix.com/pages/withdrawal. After submitting the withdrawal through this online function, the Purchaser will receive an acknowledgement of receipt on a durable medium.

The Purchaser may also exercise the right of withdrawal by using the model withdrawal form or by making any other unequivocal statement setting out the decision to withdraw from the Order.

The right of withdrawal does not apply where a statutory exception applies, including to Products made to the Purchaser's specifications or clearly personalised, such as bespoke jewellery, custom made jewellery or engraved jewellery.

From the moment the Purchaser communicates the decision to withdraw from part or all of the Order, the Purchaser shall return the Products to the Seller without undue delay and, in any event, no later than fourteen (14) calendar days from the day on which the Purchaser communicated the decision to withdraw. The deadline is met if the Purchaser sends back the Products before the fourteen (14) day period has expired.

8.2. The Products must be returned to the address of the Seller mentioned below, unless otherwise specified to the Purchaser, by any means of transport left to the choice of the Purchaser, who must keep the dispatch proof: Wouters & Hendrix Attn.: Online Shop Callensstraat 39a 2600 Antwerp Belgium

The direct costs of returning the Products shall be borne by the Purchaser. The Purchaser is strongly advised to duly insure the parcel and to use a shipping method that provides proof of dispatch.

8.3. If the Purchaser exercises the right of withdrawal in accordance with this Article 8, the Seller shall reimburse all payments received from the Purchaser in respect of the withdrawn Order, including the standard Delivery costs, without undue delay and in any event no later than fourteen (14) calendar days from the day on which the Seller is informed of the Purchaser's decision to withdraw.

The Seller may withhold reimbursement until the Products have been received or until the Purchaser has supplied evidence of having sent back the Products, whichever occurs first.

The reimbursement shall be made using the same means of payment as used by the Purchaser for the original transaction, unless expressly agreed otherwise. If the Purchaser expressly chose a type of delivery other than the least expensive standard delivery offered by the Seller, the Seller shall not be required to reimburse the additional delivery costs. The direct costs of returning the Products shall be borne by the Purchaser.

8.4. The Purchaser shall handle the Products with due care. The Products should be returned properly protected and, where reasonably possible, in their original packaging with the paper security label still attached, together with all accessories, certificates, user manuals and brochures supplied with the Products.

The Purchaser shall only be liable for any diminished value of the Products resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

The returned parcel must contain sufficient information allowing the identification of the sender and the Order (such as the Order number, surname, first name and address).

If the returned Products show signs of use, damage or missing parts resulting from handling beyond what is necessary to establish their nature, characteristics and functioning, the Seller reserves the right to take the resulting diminished value into account when determining the amount to be reimbursed, in accordance with applicable law.

In case of abnormal or excessive returns, the Seller reserves the right to refuse any further Order, to the extent permitted by applicable law.

Article 9 – Legal Warranty

9.1.The Purchaser benefits from the statutory legal warranty in accordance with applicable consumer law. The Seller is liable for any lack of conformity of the Product that exists at the time of delivery and becomes apparent within two (2) years from the date of delivery of the Product. Any lack of conformity that becomes apparent within this period is presumed to have existed at the time of delivery, unless the Seller proves otherwise or unless this presumption is incompatible with the nature of the Product or the nature of the lack of conformity.

9.2. In the event of a lack of conformity covered by the legal warranty, the Purchaser is entitled, in the first instance, to have the Product brought into conformity by repair or replacement. The Purchaser may choose between repair and replacement, unless the chosen remedy is impossible or would impose disproportionate costs on the Seller, taking into account all relevant circumstances.

The Purchaser may be entitled to an appropriate reduction of the purchase price or to terminate the sales contract where repair or replacement is impossible or has been refused, has not been completed within a reasonable period or without significant inconvenience to the Purchaser, where a lack of conformity persists despite an attempt to bring the Product into conformity, or where the lack of conformity is sufficiently serious to justify an immediate price reduction or termination. The Purchaser is not entitled to terminate the sales contract where the lack of conformity is minor.

Any remedy under the legal warranty shall be provided free of charge, within a reasonable period and without significant inconvenience to the Purchaser. Where repair or replacement is required, the Seller shall bear the necessary costs associated with bringing the Product into conformity, including shipping costs.

The legal warranty period is suspended for the time necessary to repair or replace the Product in accordance with the legal warranty.

9.3. The Purchaser must inform the Seller of the lack of conformity within two (2) months from the date on which the Purchaser discovered it.

The Purchaser may contact the Seller through any appropriate communication channel, including via the contact form or e-mail, or by visiting one of the Seller's boutiques.

The Seller may request reasonable information or evidence necessary to assess the warranty claim, including proof of purchase and photographs of the Product.

9.4. The legal warranty does not cover deterioration resulting solely from normal wear and tear consistent with the nature, materials, age and normal use of the Product, nor defects or damage resulting from improper or abnormal use, accidents, failure to follow the care or use instructions provided with the Product, or other circumstances for which the Seller is not responsible under applicable law.

Normal wear and tear may include, depending on the Product, gradual and expected signs of use such as minor surface scratches or gradual changes to finishes or plating. Such signs shall not be considered normal wear and tear where, taking into account the nature of the Product and all relevant circumstances, they constitute a lack of conformity under applicable law.

If a Product has previously been repaired, resized, altered or otherwise worked on by a third party, including another jeweller, this shall not in itself exclude or limit the Purchaser's statutory warranty rights.

However, the Seller shall not be liable under the legal warranty for defects or damage which the Seller demonstrates were caused by, or resulted from, a repair, resizing, alteration or other intervention carried out by a third party.

The Seller may inspect and assess the Product in order to determine the nature and cause of the reported defect or damage and whether it is covered by the legal warranty.

Costs incurred for repairs, resizing, alterations or other interventions carried out by a third party shall not be reimbursed by the Seller, without prejudice to the Purchaser's statutory rights.

9.5. Nothing in this Article 9 excludes, restricts or otherwise affects any mandatory statutory rights available to the Purchaser under applicable consumer law.

Any commercial warranty, after-sales service or other additional service offered by the Seller is separate from, and does not replace, restrict or otherwise affect, the Purchaser's rights under the statutory legal warranty.

Article 10 – Privacy Protection and Personal Data Processing

10.1. The Seller collects personal data concerning the Purchaser communicated by them at the Site and at our physical boutiques. The data is processed in accordance with our Privacy Policy, which forms an integral part of these General Conditions and is available at www.wouters-hendrix.com/pages/privacy-policy. By placing an Order, the Purchaser confirms having read and understood the Privacy Policy.

10.2. Personal data may be used for the following purposes, as further described in the Privacy Policy: processing and fulfilling Orders; managing the after-sales service and customer communications; administering the Mussel Club loyalty programme; measuring and improving the effectiveness of our marketing campaigns, including through offline conversion tracking (sharing hashed data with Meta and Google); and collecting customer feedback via Trustpilot. For information on how we use your personal data for marketing purposes, including the sharing of data with advertising platforms for campaign measurement, please refer to the section "What will happen with my personal details?" of our Privacy Policy.

10.3. Pursuant to the applicable data protection legislation (2), the Purchaser may exercise their rights of access, rectification, erasure, restriction, portability and objection with respect to their personal data by contacting us at privacy@wouters-hendrix.com or through the contact form on our website. The Purchaser also has the right to lodge a complaint with the Belgian Data Protection Authority (Gegevensbeschermingsautoriteit), Drukpersstraat 35, 1000 Brussels, contact@apd-gba.be.

10.4. The Site uses 'cookies'. Cookies are small text files transferred to the User's hard-disk. They aim at tracking the Purchaser's previous Site usage. Furthermore, cookies are used by the Seller to personalize the service offered to the Purchaser. The Purchaser has the possibility to configure his browser to reject cookies, or to manage cookie preferences via the cookie settings on our website.

10.5. Certain web pages of the Site may contain electronic images or 'web buoys', allowing counting the number of the page visitors. Those web buoys may be used with some of the partners of the Seller, for instance to measure and improve the efficiency of certain actions. The information obtained through those buoys simply allows compiling statistics related to the frequenting of certain pages of the Site, in order to better serve Purchasers.

Article 11 – Liability

The Seller only undertakes an obligation of means at all stages of the Site access, from the Order processing, until the delivery or any further services. Any indication of an expected delivery date is merely an estimate. The Seller may not be held liable for all inconveniences or damages linked to the use of Internet, such as a service rupture, an external intrusion or the presence of informatics viruses, or any other event constitutive of force majeure. Under no circumstances, the Seller's liability under the present General Conditions shall exceed the actual sums paid or to be paid at the time of the transaction concerning the Products with respect to which such claim is made, whatever the cause or the form of the claim.

Article 12 – Intellectual Property

All elements of the Site, being visual or sonorous, including the underlying technology, are protected by copyright, brand or patent law, and more generally by intellectual property, as well as by the law concerning databases. They are the exclusive property of the Seller. The Purchaser processing a personal Internet website and wishing to put, for his personal use, on his website a direct link to the Site, is obliged to request the Seller's authorization. This must not be understood as an implicit contract or registration. On the other hand, any hypertext link to the Site, and using the framing technique, the in-line or deep linking technique, is strictly forbidden. In any case, every link, even tacitly authorized, must be removed at the Seller's simple request.

Article 13 – Contact and Enquiries Management

In case a Purchaser has a question related to his purchase, he can contact the Seller through the contact form on the website. The Seller will attempt to respond to the Purchaser within 5 business days.

Article 14 – Governing Law and Jurisdiction

The General Conditions are governed by Belgian law. In the event of a dispute, the Parties shall try to find an amicable solution before initiating any proceedings. Failing an amicable settlement, the dispute shall be submitted to the competent courts in accordance with applicable law.

In case of a complaint that has not been resolved to the Purchaser's satisfaction, the Purchaser may consult ConsumerConnect, an initiative of the Belgian FPS Economy. Through ConsumerConnect, the Purchaser can obtain information about their consumer rights and be directed to the appropriate ombudsman service for mediation.

Article 15 – Separable Provisions

If one or more provisions of the General Conditions are held invalid or declared as such by application of a law or a regulation, or following a final decision form a competent court, this shall not affect the validity of the other provisions. The General Conditions and the Order summary transmitted to the Purchaser form a contractual ensemble and constitute the whole contractual relations between the Parties. If there is any contradiction between those documents, the General Conditions shall prevail.

Article 16 – Proof

The computerized databases stored in the computer systems of the Seller and its partners under reasonable security conditions, shall be considered as proofs of the communications, orders and payments between the Parties.

Article 17 – Modification

The Seller reserves the right to modify the General Conditions and shall communicate the new version through the Site.

Last updated: 8 October 2026