Last adaptation: January 18, 2017

Table of contents

Clause   1 – Identity of the vendor
Clause   2 – Applicability
Clause   3 – Our offer and your order
Clause   4 – Right of withdrawal
Clause   5 – Price
Clause   6 – Payment
Clause   7 – Conformity and warranty
Clause   8 – Delivery and execution
Clause   9 – Force majeure
Clause   10 – Intellectual property
Clause   11 – Complaints procedure and disputes

Clause 1: identity of the vendor

We are:

Uitgeverij Lannoo Group
Kasteelstraat 97
B-8700 Tielt

Clause 2: Applicability and conditions

1. Our terms and conditions are applicable to every offer from us as a webshop to you as Consumer (every natural person who, for non-occupational purposes alone, purchases or uses goods or services made available on the market).

2. We make deliveries worldwide. Our shipment costs are the following, regardless of the value of the order:

- Belgium, the Netherlands, Luxembourg: 2.50 euro
- Rest of the European Union: 19.99 euro
- Rest of the world: 39.99 euro

3. To be able to place an order, you must be above the age of 18. If you are younger than 18, we ask you to let a parent or legal guardian place your order. If it comes to our attention that an order is placed by a minor, we reserve the right to decline your order. 

4. Placing an online order on the website constitutes formal acceptance of our terms and conditions, which are always available through our website. 

5. If you ordered online, we provide you in addition and together with the order confirmation or at the latest upon delivery with a copy of these terms and conditions in a format that you can save or print. We moreover recommend that you always do this.

6. If in addition to these terms and conditions, additional special conditions apply, the above also applies to those special conditions. As a consumer, you can always invoke to your advantage the most advantageous text if our terms and conditions are contrary to the above special conditions.

Clause 3: Our offer and your order

1. We explicitly state in our offer if the latter is only valid for a limited period of time or is subject to specific conditions.

2. We always describe as completely and accurately as possible what we sell to you as well as the course of our delivery process. The description is in any case sufficiently detailed to allow you to make a proper assessment. If we make use of graphics, they are a true reflection of the goods and / or services offered. However, to err is human and if we are clearly mistaken, we are not obliged to deliver to you. 

3. Your order is complete and the contract between us is final once we confirm your order by mail and, as regards your payment by credit or debit card, as soon as we receive approval from the issuer of your card. We accept Visa, MasterCard, Maestro and online payments (Bancontact, Dexia, ING, KBC, iDeal).  Should the issuer of your card refuse to agree with your payment to us, we cannot be held responsible for any delays in the delivery and/or for the non-delivery of your order. Orders without valid payment in the name of the registered cardholder will not be accepted or processed.

4. In order to purchase a product, you add it to your shopping basket. Afterwards you submit your contact details and billing data. Next you enter the delivery address. In the final step you are led to an overview page, you accept our terms and conditions and you confirm your payment by pressing the ‘Buy Now’ button, with the caption “order with payment”. Once you have completed these steps, your purchase becomes final.  

Clause 4: Right of withdrawal

The consumer has the right to cancel their purchase during a period of 14 calendar days following the date of delivery, without indication of reasons and without having the obligation to pay a penalty.

Below, different situations are described in which you can return an article. If the costs of shipment are payable by us, we will only reimburse the ordinary rate charged by the postal services. The same applies to items sent by registered post. We will take receipt of these items, but will only reimburse the rate charged by the postal services for an ordinary shipment.

1. I don’t want to keep the item delivered. Can I return it?
If you don’t want to keep the item delivered, Belgian law stipulates that you can return it within a period of 14 days following the date of delivery.

You can do this in the following manner:

•     Complete the return form as accurately as possible, stating the reason why you want to return the item (optional), the BIC code and the IBAN number of the account to which we can reimburse the amount.
•    Send the item you want to return, undamaged and in its original packaging, to LannooShop, c/o DistriMedia nv, Meulebeeksesteenweg 20, B-8700 Tielt. You will have to pay the costs of shipment.
•    Once the item arrives in our distribution centre, we will reimburse the amount as soon as possible, within 14 calendar days, to the account number you indicated in the return form.

2. The item delivered is not the item I ordered. What do I do? 
If you received a book that does not correspond to your order form, you can report this to us by e-mail at info@lannoshop.be within 48 hours following the date of delivery. In this case, do not return the item before having received confirmation from us. You can then return the item at our expense. We will reimburse the full amount, including the costs of shipment.

You can do this in the following manner:

•    Complete the return form as accurately as possible and state "item delivered does not match the order" as the reason for the return.
•    Also indicate the BIC code and the IBAN number of the account to which we can reimburse the amount.
•    Send the incorrect item, undamaged and in its original packaging, to LannooShop, c/o DistriMedia nv, Meulebeeksesteenweg 20, B-8700 Tielt.
•    Once the item arrives in our distribution centre, we will reimburse the amount as soon as possible. 
•    If you still want to receive the correct item, we request you to place your order again via our webshop, as this is the easiest way for us to get you a new copy as soon as possible.

3. I received the right item, but it is damaged. Can I get a new copy? 
If the item you received is damaged, you can send us an e-mail at info@lannooshop.be within 48 hours. In this case, do not return the item before having received confirmation from us. You can then return the item at our expense. We will reimburse the full amount, including the costs of shipment.

You can do this in the following manner:

•    Complete the return form as accurately as possible and state "damaged item" as the reason for the return.
•    Also indicate the BIC code and the IBAN number of the account to which we can reimburse the amount.
•    Send the item in its original packaging to LannooShop, c/o DistriMedia nv, Meulebeeksesteenweg 20, B-8700 Tielt.
•    Once the item arrives in our distribution centre, we will send you a credit note as soon as possible.
•    If you want to receive the correct item, we request you to place your order again via our webshop, as this is the easiest way for us to get you a new copy as soon as possible. 

Clause 5: Price

1. During the period we mention in our offer, our prices do not change, except for price changes resulting from changes in VAT rates.

2. Our prices include all taxes, VAT and all other levies. Hence, you will never experience unpleasant surprises. We nevertheless can decide to charge you with the costs of shipment on top of the purchase price. In that case, we always inform you before you place your final order.

Clause 6: Payment

1. We only accept payment through the payment modules on our website.  

2. In order to guarantee safe online payment and the safety of your personal data, the transaction data will only be sent over the internet while encrypted with SSL technology. In order to make payments with SSL no special software is required. You recognize a safe SSL-connection by the “lock” in the bottom status bar of your browser.

Clause 7: Conformity and Warranty

1. We guarantee that our products correspond with your order and meet the normal expectations you may have taking into account the specifications of the product. We also guarantee that our goods comply with any laws applicable at the moment your place your order. 

2. Moreover, we offer the statutory 2-year warranty on goods delivered by us if the item delivered does not match the order placed. This means that we provide for the free replacement or repair of goods showing a defect during a period of 2 years after delivery. 

To the extent of what is possible or reasonable, you have a choice between replacement or repair. Only if replacement or repair is excessively expensive or impossible or is not possible within a reasonable period of time are you entitled to demand a price reduction or the dissolution of the sales agreement.

If the defect becomes apparent within a period of 6 months after delivery, it will be deemed to have existed before the delivery, unless we are able to provide proof to the contrary. After the first 6 months, you will have to prove that the defect already existed at the time of delivery.

Clause 8: Delivery and execution

1. All goods and services are delivered to the address indicated by you when ordering. If an item is in stock it will be delivered to the delivery address within a period of 1 to 4 working days. If we don’t have the item in our webshop stock, you will personally informed of the stock shortage.

2. Deliveries are made in the following manner:

a. The customer is to indicate the address at which the products ordered are to be delivered.
b. Deliveries are made by a carrier during working hours. If the customer is absent, a message will be left with information on the way in which the order can be received, depending on the carrier. Any additional costs are payable by the customer.
c. Delivery takes place at the delivery address indicated in the order  confirmation/agreement. The risk of loss, damage or destruction of the products is transferred to the customer upon receipt of the items by the customer or the person designated by the latter.

3. If we are not able to deliver in time, we will always notify you before the end of the delivery period.  If we do not, you can cancel your order free of charge. In that case we will refund you within 30 days after dissolution of the agreement.

4. The shipment of goods is always at our risk. So you do not have to worry about goods lost during transportation. If you, however, return goods to us within 14 days after delivery because you prefer not to keep them, you will be responsible for the transportation.

5. If the items delivered were damaged during transport, do not correspond to the items mentioned on the delivery note or do not match the items you ordered, you have to report this as quickly as possible and in any case within 3 days via info@lannooshop.be.  We will decide by mutual agreement whether you can return the item.  For that purpose you have to use the  enclosed “return form”. If you have any questions while completing this return form, you can contact one our employees at the email address info@lannooshop.be.

We cannot be held responsible for any consequential damage suffered due to late delivery or non-delivery by the carrier designated by the company. In such cases our liability remains limited to the value of the goods of which it is shown that they were not received by the customer.

Clause 9: Force majeure

1. In case of force majeure, we are not obliged to fulfil our obligations. In that case we may either suspend our obligations for the duration of the state of force majeure or dissolve the agreement permanently.

2. Events of force majeure are all circumstances beyond our will and control that render the fulfilment of our obligations completely or partly impossible. Such events include strikes, fire, malfunction, disruption of energy supplies or telecommunication networks or communication systems and/or the temporary down-time of the webshop, late delivery or absence of delivery by suppliers or other third parties,…

Clause 10: Intellectual Property

1. Our website, logos, texts, photographs, names, and in general all our communications are protected by intellectual property rights either belonging to us or our suppliers or other claimants.

2. It is forbidden to use and/or change any of the intellectual property rights as described in the present clause. So you may not copy nor reproduce for example drawings, photographs, names, texts, logos, colour combinations, etc. ... without our prior written and explicit consent.

Clause 11: Complaints procedure and disputes

1. We do hope that all our customers are always 100% satisfied. If nevertheless you have complaints concerning our services, please do not hesitate to contact us at info@lannooshop.be. We will do the utmost to deal with your complaint within 7 days.

2. All contracts we conclude with our customers are, regardless of their place of residence, exclusively governed by Belgian law.  Only the courts of Belgium have jurisdiction in case of disputes.  Should the law of a different country apply as a result of international law, Book VI of the Belgian Code of Economic Law will in the first instance be referred to for the interpretation of the present terms and conditions.

3.By way of alternative dispute resolution measure, the Consumer Mediation Service of the Federal Government has been appointed to receive all demands for out of court settlement of consumer disputes. The Service will intervene directly or transfer your complaint to the appropriate service. You can contact the Consumer Mediation Service via this link: http://www.consumerombudsman.be/en. 

4. In case of cross border dispute, you can contact the "Online Dispute Resolution" platform of the European Union via this link: http://ec.europa.eu/odr.