Delivery & returns

Shipping standard items

Standard items are all products small enough to be sent by parcel service: maintenance products, electrical equipment, accessories and small parts. We ship them with GLS to your address in Belgium or the Netherlands. Shipping costs €7.95 in Belgium (free when you spend €65 or more on standard items) and €11.95 to the Netherlands (free from €75). Your cart shows how much more you need to add to qualify, and you always see the cost at checkout, before you pay.

Items in stock are dispatched within 2 working days of receipt of your payment. As soon as your parcel is on its way, you will receive an email with the tracking code. If an item is unexpectedly out of stock, we will contact you. Delivery to other countries is only possible on request via the contact form.

Made-to-measure products and long lengths

Anything that does not fit in a parcel never goes by parcel service: made-to-measure products, profiles and lengths of up to 6 metres, solar panels, mounting systems and letterboxes. For these products, your cart shows "separate transport". At checkout, you choose between collection in Tongeren-Borgloon and home delivery: €60 in Limburg and the province of Liège, €69 in Antwerp, Brussels, Flemish and Walloon Brabant and Namur, €79 in East Flanders and €109 in West Flanders, Hainaut, Luxembourg and the Netherlands. This cost is calculated at checkout and is separate from free shipping on standard items. We will call you to arrange a delivery day.

We deliver as far as the street or driveway, to an address that can be reached by van. Make sure someone is present to help unload; long profiles take two people to lift. If delivery cannot take place on the agreed day because no one is present, we will charge again for the second delivery.

Collection

Collection is free of charge at our head office, Vrijheidweg 1, 3700 Tongeren-Borgloon. Choose "Collection" at checkout. We will prepare your order and send you a message as soon as it is ready. Please wait for that message before you come: without that message, we cannot help you at the counter. Bring your order number and, for long lengths, a trailer or roof bars.

If your order is still with us 30 days after our message, we will contact you to arrange collection. From the 60th day, we may charge a storage fee of €5 per week or part of a week.

Delivery times

• Standard items from stock: dispatched within 2 working days; GLS usually delivers the next working day.
• Made-to-measure fly screens: approx. 20 working days after your order is confirmed.
• Façade cladding: approx. 20 working days after you approve the shop drawing.
• Custom folded aluminium: approx. 20 working days after your order is confirmed.
• A non-standard colour (a RAL colour outside our standard range) extends the delivery time; we will let you know when you order.

Delivery times are an estimate, not a binding deadline. Late delivery does not entitle you to compensation or a discount. If we do not deliver within 30 days of the stated delivery time, you may give us an additional reasonable period; if delivery still does not take place, you may cancel the order and we will refund what you have paid.

Check your order on receipt

Check your delivery straight away. Note any visible transport damage on the carrier's delivery note and report it to us within 2 working days, with photos of the packaging and the product, via the contact form, so that we can claim compensation from the carrier. Report any defect you discover later as soon as possible and, as a consumer, no later than two months after you discover it.

Right of withdrawal: 14-day cooling-off period

If you are a consumer, you may withdraw from the purchase of an item within 14 calendar days of receipt without giving any reason, except in the cases below. Let us know within that period via the contact form or using the model form below, and then return the item within 14 days to Vrijheidweg 1, 3700 Tongeren-Borgloon, or bring it to us.

• The costs and risk of returning the item are borne by you, unless the item was defective or delivered incorrectly.
• You may examine the item as you would in a shop. If it has been used or damaged, or is incomplete, we may deduct the diminished value from the refund.
• We will refund you within 14 days, including the standard shipping cost (but not the extra cost of a more expensive delivery method), using the same means of payment. We may wait until we have received the item back or until you have provided proof that you have sent it.

No right of withdrawal

• Made-to-measure products: anything made to your measurements, in your colour or according to your choices — made-to-measure fly screens, façade cladding and any other product you configure with the configurator (Art. VI.53, 3° of the Belgian Code of Economic Law).
• ONZO letterboxes, even in a standard colour: we order them specially for you from the manufacturer.
• Sealed products that have been unsealed after delivery and cannot be returned for reasons of hygiene or health protection.
• Purchases by businesses and self-employed persons for their professional activities: no cooling-off period applies.

Made to measure: your measurements, your choices

Made-to-measure products are made exactly as you order them. The measurements, colour, quantity, angles and openings you enter in the configurator are your responsibility. So measure carefully; every configurator comes with a step-by-step guide, and you can always send us a photo with your measurements beforehand.

Before production, our workshop checks every made-to-measure order for unlikely measurements, and we contact you if anything stands out. This is an additional service and does not shift the responsibility: we cannot see the opening at your home. For façade cladding, we send you a shop drawing to approve before we start cutting; the drawings and 3D images in the configurator are a schematic representation, not a technical plan.

Once a made-to-measure order goes into production, it can no longer be changed or cancelled. If, after delivery, a measurement or choice turns out to have been entered incorrectly, we will be happy to make a new one at your expense, and we will help you find the most economical solution. Deviations of up to 2 mm in the measurements, slight colour differences between a screen, a sample and the coated product, and customary differences between production batches are not defects.

Guarantee

As a consumer, you have a statutory guarantee of two years from delivery on every product, for defects that already existed at the time of delivery. Report a defect no later than two months after you discover it. We will repair or replace the product; if that is not possible, you will receive a price reduction or your money back. Manufacturers' commercial guarantees (for example on solar panels, inverters or letterboxes) are stated on the product page and apply in addition.

The guarantee does not cover normal wear and tear, discolouration within accepted standards, damage caused by incorrect installation or use, lack of maintenance, abnormal weather conditions, or modifications by yourself or third parties. For business customers, a twelve-month guarantee applies to the product itself, excluding the costs of removal, installation or travel.

Defective or damaged

Is a product not working as it should, or did it arrive damaged? Report it with a few photos via the contact form. We will look into it promptly and arrange a repair, a replacement or the return of the item. You do not need to negotiate with the carrier yourself.

Full details are set out in our terms and conditions.