General conditions of sale on VOW
Article 1 – Preamble
Scope of application: these general conditions apply to any order of products on the websites https://VOW.care managed by the company VOW Sustainable Care BV (hereinafter referred to as VOW), registered with the register of legal entities under number 1027.201.393 (VAT BE 1027.201.393) and whose head office is located at De Brouwerstraat 52, 3300 Tienen. Logistics is handled at Koning Albertstraat 25, 3500 Hasselt, Belgium.
Email: celine@vow.care
Article 2 - General conditions
2.1. General
VOW has the option of saving or editing these general conditions, it being specified that both the saving and the editing of this document are its sole responsibility.
VOW may modify these general conditions of sale at any time subject to making these modifications appear on its site. You are therefore advised to regularly refer to the latest version of the general conditions of sale permanently available on the site.
2.2. Definitions
CONSUMER means any natural or legal person who acquires or uses, for solely non-professional purposes, products or services presented on the website. As a consumer, the customer therefore has specific rights, which would be called into question in the event that the products or services acquired through the website are in reality related to his professional activity.
By PROFESSIONAL, we mean any person who does not correspond to the definition of consumer given above.
Article 3 – Conclusions of the online sale
The product catalog and their description appearing on https://VOW.care do not constitute an offer as such. It is therefore not enough to complete an order form on the aforementioned site for the sales contract to be formed. The sale will only be definitively concluded upon receipt of the confirmation email.
For the security and certainty of the customer, VOW reserves the right to ask for additional information and to refuse execution of the order in the absence of an adequate response or if VOW considers that the information in its possession is insufficient. VOW may also refuse orders when it appears that the buyer intends to resell the products.
Article 4 – Order confirmation
Contractual information will be confirmed by email at the latest at the time of delivery.
Article 5 – Purchase
VOW will fulfill your order within the limits of available stocks or subject to stocks available from its suppliers. Shipping times are 1 to 2 working days for Belgium, 2 to 5 working days for France, 5 to 10 working days for Luxembourg, Germany and the Netherlands, excluding exceptional circumstances (weather, strikes, traffic problems, congestion of transport services, etc.). However, if despite its vigilance the products prove unavailable after your order, VOW will inform you by email and will prompt you to cancel or modify your order.
Please note: please note that your order will be prepared the same day only if it is placed during the week (working days) and before midday. The delivery time begins as soon as the package leaves our warehouse (order status = "shipped") and not from the moment you confirm your order.
Article 6 – Availability
Product availability is always displayed on our site in an indicative manner. In principle, a product indicated 'in stock' is available immediately. However, VOW cannot be held responsible if the stock is no longer the same as on the date the order was placed. Any unavailability is in principle noted on the website.
If VOW cannot obtain a product from its suppliers within a reasonable time (for example in the event of a stock shortage at the supplier itself), it will notify the customer of the expected delay by email. The latter can then choose to cancel or exchange their order, based on this new information. No cancellation penalty will be applied for such order cancellation.
VOW reserves the right to send the order in two or more installments if a product is unavailable. This shipment will be made at no additional cost to the customer (the latter will only pay once the delivery costs are indicated at the time of the order).
Article 7 – Transfer of ownership
By way of derogation from article 1583 of the Civil Code, the goods sold or delivered remain the exclusive property of VOW until full payment of the order.
According to art. VI. 44 CDE, the sending of goods is at the risk of the company, except when transport is provided by a carrier designated by the consumer and this choice has not been offered by the company.
For contracts providing that the business ships the goods to the consumer, the risk of loss and damage passes to the consumer:
upon delivery of the goods to the carrier not offered by the company, without the consumer losing the rights he has with regard to the carrier; when the consumer or the third party designated by him and who is not the carrier, takes physical possession of the goods.
Article 8 – Price
The prices of our products are indicated in EURO, all taxes included, excluding shipping costs. Delivery and shipping costs are the responsibility of the customer (except special conditions indicated on the site). They are displayed, taking into account the information provided by the customer relating to the place of delivery.
VOW reserves the right to modify its prices at any time. VOW, however, undertakes to apply the prices in force which will have been indicated to you at the time of your order, except sale at a loss caused by a technical problem beyond our control.
Article 9 – Payment
Our payment methods are centralized and protected by our payment partner Stitching Mollie Payments, so that your data remains secure at all times and your transactions are safe.
Payment of the entire price must be made at the time of your order.
At no time can the sums paid be considered as deposits or deposits. All orders are payable in EURO. To pay for your order, you have the following payment methods: Payment by Bancontact (QR code): pay in one go from your banking application, by simply scanning the QR code displayed on the platform.
Payment methods for deliveries to Belgium:
Payment by credit card (Visa/Mastercard)
Payment by check (Sodexo/Monizze): Eco-checks, Consumer checks
You guarantee to VOW that you have all the necessary authorizations to use the payment method chosen when registering the order form. VOW reserves the right to suspend or cancel any order and/or delivery, whatever their nature and level of execution, in the event of non-payment (or in the event of a payment incident) of any amount due. Delivery of any new order may be suspended in the event of late payment for a previous order, notwithstanding the provisions herein. VOW reserves the right to request a photocopy of your identity card and/or bank receipt for any payment by credit card.
Article 10 – Delivery
10.1 - General
Products purchased on VOW are only delivered to the countries indicated on the site. They will be delivered to the address indicated on the order form. The deadlines indicated on the item sheet are indicative deadlines and correspond to the shipping processing times to which is added the delivery time.
In the event of payment by transfer, the order will only be processed upon receipt of the amount. Consequently, the deadlines applicable in this case are those on the day of receipt of payment and can therefore be modified from those mentioned on the day the order is placed.
If you decide to cancel your order after payment and your order has already left for delivery, VOW will only reimburse this product upon full receipt. It is strongly recommended to return the product in its original condition.
10.2 – Transfer of risks
Ownership and risks relating to your products will pass upon receipt of the Products.
10.3 - Customs duties
When you order products to be delivered to a country other than Belgium, you are considered the approved importer and as such must comply with the laws and regulations in force in the country in which you receive the goods.
You may be subject to import duties or taxes when the goods arrive in your country. All additional customs clearance costs are your responsibility. VOW has no control over these fees and does not know their amount. As customs policies vary from country to country, you should contact your local customs department for further information.
10.4 – Delivery problems
For any reservations about the delivered product (for example: damaged package, already opened, etc.) and any problem concerning the items contained in the package (expired item, missing item, not corresponding to the item ordered, etc.), please notify VOW as soon as possible, so that we can intervene in the activation of the legal guarantee or in the process of taking responsibility for the transport of your order, depending on the specific case.
The legal deadline for informing the company of a defect is 2 months from the discovery of the defect.
10.5 - Legal guarantee of conformity
VOW undertakes to reimburse you or exchange products that are defective or do not correspond to your order. In this case, we thank you for reporting this by email to celine@VOW.be. VOW will, according to your choice, exchange or refund the product(s) concerned. We thank you for kindly informing us of the said defect as soon as possible, the legal deadline being max. 2 months after discovery of the defect.
If possible, please return non-compliant products to us in the condition in which you received them with all the elements delivered (accessories, packaging, instructions, etc.).
In any case, you benefit from the provisions of the legal guarantee relating to the guarantee of hidden defects.
Products purchased on this site are guaranteed for two years.
Any warranty request must be made to VOW, preferably by email to celine@VOW.be, preferably within 14 days and at the latest within 2 months following the observation/discovery of a defect on the product. We strongly suggest that you do not make a return on your own, as our return label allows you to properly track your shipment.
VOW is bound by the legal guarantee of conformity of consumer goods.
VOW is liable to the buyer for any lack of conformity which appears within two years from delivery of the goods.
10.6 - Return of packages
IMPORTANT: if the customer is not present during delivery and does not collect their package from the post office within 15 days, the package will be returned to VOW. In this case, VOW will return the package to the customer only when this package has been received back (or reimbursed by post in the event of loss), and the postage costs for this second shipment will be requested from the customer, even if it turns out that the post office has not left a delivery notice.
Article 11 – Manufacturer’s warranty
Read your product documentation for further information on the manufacturer's warranty, which does not affect the mandatory rights provided for by applicable law.
Any warranty request must be made directly to the manufacturer or publisher in accordance with the provisions of any warranty attached to the products purchased.
Article 12 – Right of withdrawal
12.1 General
In accordance with Book VI of the Code of Economic Law (CDE), the consumer has the right to notify the seller that he renounces the purchase, without penalties and without indication of reason, within 14 calendar days from the day after the day of delivery of the product.
Please, if possible, return the product(s) undamaged, complete (original packaging, accessories, instructions), and do not affix the shipping label directly to the packaging of the returned product(s), using a suitable cardboard box for transport.
The consumer who wishes to exercise his right of withdrawal must contact VOW within 14 calendar days.
According to Art. VI.49. [1 § 1., the consumer informs the company, before the withdrawal period expires, of his decision to withdraw from the contract.
To do this, the consumer can:
1° use a model withdrawal form (...)
2° make another unambiguous declaration explaining his decision to withdraw from the contract
For greater ease, the possibilities offered to the consumer are clearly explained on the customer service page and our returns policy (beyond the 14-day withdrawal period) is detailed on our relative page.
to returns.
According to art. VI.50§1 and 3 CDE, to reimburse the consumer, VOW has a period of 14 days from the day after the day VOW is informed of the consumer's decision to withdraw. However, VOW may defer reimbursement until recovery of the goods, or until the consumer has provided proof of shipment of the goods, the date chosen being that of the first of these events.
According to art. VI.51 §1 CDE, the consumer has, to return the good, a period of 14 days which begins the day after the day on which the consumer communicates to VOWBE decision to withdraw. According to art.VI. 50 §1, al.1 CDE, VOW will reimburse all payments received from the consumer, including delivery costs.
According to art. VI.51 §1, al.2 CDE, The consumer must bear the costs of returning the goods.
According to art. VI50§1 al.2 CDE, VOW makes the reimbursement using the same means of payment as that used by the consumer for the initial transaction, unless the consumer expressly agrees to another means of payment and provided that the reimbursement does not incur costs for the consumer.
12.2 Case of absence of right of withdrawal
Art. VI.53 CDE stipulates that the right of withdrawal cannot be granted in the case of:
- sealed goods which cannot be returned for reasons of health protection or hygiene and which have been unsealed by the consumer after delivery.
Article 13 – Proof of the transaction
Computerized records, kept in VOW's computer systems under reasonable security conditions, will be considered as proof of communications, orders and payments made between the parties. The archiving of purchase orders and invoices is carried out on a reliable and durable medium that can be produced as proof.
Article 14 – Force majeure
14.1 VOW will do its utmost to fulfill its obligations but cannot be held responsible for delays or lack of delivery resulting from force majeure. The notion of force majeure implies the meeting of several criteria: it is an unpredictable, irresistible event, independent of the will of the parties and making the performance of the obligation impossible.
14.2 In the event of a delay, VOW will fulfill its obligations as quickly as possible and reserves the right to distribute the remaining product stocks between its customers in an equitable manner.
Article 15 – Data management and legitimate interest of the data controller
By placing your order, you agree to VOW storing, processing and using the data collected from your order form. Some of this information may be transferred to companies involved in the delivery of your products and the management of our direct marketing.
These companies may store or manipulate your data at our request but are not authorized to communicate them to third parties:
-Webflow
- Shopiflow
-Shopify
-Mailchimp
This list of partners is not necessarily exhaustive but only concerns those services which are in the legitimate interest of VOW and its customers. Further information on this subject can be found in our privacy policy. Under no circumstances do we communicate your data to third parties who have no connection with our field of activity.
By placing your order and therefore accepting our general conditions of sale, you automatically give your consent to receive our emails as part of our marketing activities. You can of course unsubscribe from our newsletter at any time by clicking on the unsubscribe link provided at the bottom of the letter or by contacting our customer service.
We invite you to consult our privacy policy.
Article 16 – Applicable law and force majeure
VOW will do its best to try to resolve any dispute amicably. If you are not satisfied with the method of settling the dispute and you wish to appeal to the competent courts, the following rules will apply.
The contract is governed by Belgian law. Each party grants exclusive jurisdiction so that any dispute is subject to the jurisdiction of the courts of Leuven (Belgium).
Article 17 – Notices
By placing an order on the VOW website, you automatically agree to receive requests for consumer reviews by email from review collection partners chosen by VOW, related to your ordering experience on our site and the quality of the products purchased. The collection, moderation and restitution of consumer reviews processed by these partners comply with the NF Z74-501 standard and the NF522 certification rules. Only your email address and the details of your most recent order are communicated to these partners who undertake not to communicate these details to a third party. Any other personal information (address, selected payment method) is kept solely by the seller and cannot be used for other purposes.
If you would like independent review collection organizations to delete your email address from their database, you can request this from them at celine@vow.care. Our customer service reserves the right to contact you electronically in order to offer you assistance with any mixed experience that you may have expressed through these partners. Evaluation requests from these partners do not require any obligation to respond. Ratings and comments shared through these partners are automatically publicly displayed on the VOW website, subject to moderation. Only your first name and the date of your order will be published with your comment, as well as your photo, if you have voluntarily decided to upload it to your profile.
