1. Acceptance of the terms and conditions
Upon sale, you will be asked to accept our general and specific terms and conditions of sale and delivery. By accepting the general terms and conditions of sale, you also agree to the general terms and conditions and our privacy policy.

Orbis may amend the general terms and conditions of sale at any time, but it is the general terms and conditions of sale in force at the time of concluding a sales agreement between the customer and the seller that continue to govern their sales agreement. The general terms and conditions of sale always take precedence over the customer's general or special terms and conditions.

2. Product prices
The price of individual items is stated in the product overview, on the product page, and in the shopping basket.

• The price shown is in EURO and includes VAT and excise duties
• The price of an item does not include delivery costs, as these depend on the type of delivery. View our delivery options here.

During the ordering process, the total price, including costs and taxes, is made available to the customer before they confirm their order.

We are not liable for any technical errors in the prices. If such an error is reported, we will of course rectify it as soon as possible.

Unless otherwise stated and without prejudice to orders already placed, Orbis may adjust prices at any time.

3. Payment
You pay on Orbis-design.be by clicking on “approve order and pay”. The shopping basket shows the total price of the purchase, including VAT and delivery costs. This is the total price you pay.

Credit card
You can use the Belgian credit cards listed below. Payment with foreign payment methods is not possible. Orbis pays the card fees.

• Visa
• Master Card
• Bancontact
• Digital eco vouchers from Edenred and Monizze

If you pay by credit card, you are insured against misuse without any excess. If your credit card is misused, you can demand that your credit card provider refund the amount to your account.

Your payment is made via a secure, encrypted connection, which ensures that your payment details are not accessible to unauthorised persons. Your payment is guaranteed via our payment partner. We guarantee that we do not store any sensitive data on our own server. Orbis cannot view this data at any time, and we may only collect the payment amount from the credit card when the items are shipped from our warehouse.

The following information is requested:

• Card number (16 digits stamped on the front of the card)
• Expiry date (stamped on the front of the card)
• CVC code (three digits on the back of the card, directly below the magnetic strip on the far right)

4. Order confirmation
Once you have placed your order, we will send an order confirmation to your e-mail address. This order confirmation contains the following information about your order

• The delivery address
• The payment method
• The delivery time
• The prices
• Contact information for Orbis customer service
• Information about the right of withdrawal and complaints

Please note that the order confirmation does not constitute acceptance of payment for your order by Orbis.

Nothing we do or say will lead to acceptance of your order until you receive an email containing our invoice. At that point, a contract will be drawn up between us and you for the purchase and sale of the item you have ordered.

Once the order has been placed, you can no longer change your order (it is possible to cancel your order as indicated in our returns policy).

If, for any reason beyond our control, it is not possible to deliver an item, we shall have no liability towards you except to ensure that you do not pay for that item or receive a refund of the purchase price.

5. Invoice
Once Orbis has received your payment, you will receive an email invoice. The email contains information about your order:

• The delivery address
• The payment method
• The delivery time
• The prices
• Customer service contact information
• Information about the right of withdrawal and complaints

Any maintenance instructions will be included with the email. If your item is covered by the warranty conditions, this will be stated on the invoice, which also serves as your warranty certificate.

6. Delivery and delivery time
After placing your order, your purchase will be prepared in our workshop. The delivery time for our products is between 4-14 weeks, depending on the product or your order. As soon as we start finishing your order, we will contact you to arrange delivery.

A delivery can take place in two ways.

1. Collection from furniture manufacturer Eronda Woonmode in Erpe-Mere – no delivery costs
   If you choose to collect the furniture yourself, you will receive a message when your items are ready for collection. From that moment on, you can collect your order during the workshop's opening hours.
2. Home delivery to your chosen address in Belgium – delivery charges apply if the amount is less than €1,250 including VAT. Orbis delivers throughout Belgium.

We recommend that you enter a mobile phone number when placing your order so that we or our carrier can contact you about the delivery.
Please ensure that the name, address and agreed delivery date on the invoice are correct.

When you place an order with Orbis, we will endeavour to deliver it to your home as quickly as possible. The time of delivery of the products is a best efforts obligation and will, as far as possible, be at the place and time agreed with the customer.

Our carrier will deliver your order on the agreed delivery date.
Your order will be delivered to your front door as standard. Deliveries are made from Monday to Friday between 8 a.m. and 8 p.m. Damage from the first door/first entrance onwards is at the customer's expense and risk.

You can change the delivery date to another future date up to 5 days before the original delivery date.

If you choose to have your order delivered to a specific location in your home, please ensure that the order will fit through doors, staircases, etc. For safety reasons, transporters are not permitted to remove their shoes. You are responsible for protecting your flooring. If the transporter indicates that the delivery situation is unsafe, the transport costs and other additional costs will still be charged to the customer.

Late deliveries due to force majeure, incorrectly provided delivery addresses or unforeseen circumstances beyond Orbis' control cannot give rise to claims for compensation on the part of the customer. If the delay on the part of Orbis is attributable to the customer (e.g. incorrectly provided address), Orbis may charge additional costs.

Orbis has the right to make partial deliveries. In the event of non-delivery of the goods, any sums paid by the customer will be refunded without interest or other compensation.

Delivery information
From the moment you place your order until it is delivered, you can expect the following notifications:

• Once your order has been placed, you will receive a confirmation email.
• Once your payment has been received, you will receive an invoice. This means that the desired item will be produced.
• When your order is ready, we will contact you for collection or delivery.

Damaged items
Our goods are always considered to be sold, received and accepted in our workshop. They are transported at the recipient's risk, even in the case of a ‘carriage paid’ sale or delivery.

If any items are visibly or severely damaged, we recommend that you

• Ensure that the carrier indicates on the delivery note that there is damage to the order.
• Always take photographs of the damaged items.

This enables us to determine the cause of the damage and prevent such incidents in the future.

In all cases, please contact our customer service department (info@orbis-design.be) directly to report the problem.

7. Images of products
The goods offered are clearly and truthfully depicted and/or described as required by reasonableness. For example, the selling price, delivery time, method of payment, any delivery costs and any other forms of service are stated.

We endeavour to provide as much information as possible about our products. It is also possible to view some of our products in person at our production workshop in Erpe-Mere. Upon request, we are happy to send additional images of our products by email. Despite our best efforts, it is unfortunately not technically possible to display the exact same colour online as the product in reality. The website can be accessed on various devices with different screen resolutions. This may always cause a discrepancy between the product displayed online and the actual product.

When purchasing items from the Orbis collection, the customer accepts that a product made from natural materials has been purchased. Orbis processes wooden materials. Colour differences may therefore occur and there may be deviations from the product presented on the website. The customer accepts this upon purchase.

When purchasing a wooden product, the customer also accepts that the material may warp. The wood may show warping, discolouration, knots and shoots. These are characteristic of the natural material.

8. Warranty
Each product has a warranty period of two years after delivery. This warranty shall lapse if the product has not been used in the normal manner, or if the customer has handled, modified or altered the product themselves.

The invoice or delivery note, if delivery takes place at a later date, serves as proof of warranty and must be presented in order to claim under the statutory warranty scheme.

9. Complaints
We endeavour to resolve complaints or queries as effectively and promptly as possible.

• Does the product have a quality issue?
• Was your order damaged during transport?
• Do you have other claim-related issues?

We recommend that you send an email to info@orbis-design.be and attach an image of the defect/problem in question. Please include your order number to minimise processing time and enable us to find a suitable solution as quickly as possible.

However, the complaint must be reported within two weeks of discovery. In the event of a dispute, the customer must be able to provide proof of receipt of the email. The customer's acceptance of the goods covers any possible defect or non-conformity that could be identified at that time.

Please note: Any complaints regarding a product that has been modified, treated, or processed by the customer themselves will be deemed inadmissible and will not be further addressed.

The customer cannot hold the entrepreneur liable for any direct or indirect damage, including damage to third parties, loss of profit and turnover, damage to employees of the business customer and/or immaterial damage.

10. Return policy
The Orbis collection consists of products that are put together based on individual choices. Customers can choose from a wide range of options, such as various sizes and colours. The majority of our products are made to order and tailored to the customer's specifications.
The customer is therefore excluded from exercising their right of withdrawal. This applies to all forms of orders (online, telephone and in-store purchases).

The consumer who cancels the agreement is liable for compensation amounting to thirty per cent of the purchase price. This percentage shall be increased by fifty per cent if the customer cancels after the trader has informed him that full or partial delivery can take place.

The percentages described above are fixed, unless the entrepreneur can demonstrate that the damage is higher or the customer can demonstrate that the damage is lower.

Business customers, non-consumers, cannot cancel an agreement.

An agreement is concluded after confirmation of an order by Orbis (either in writing or by email).

11. Personal data policy
By placing an order on the Orbis website, the customer implicitly consents to the processing of his/her personal data in Orbis' databases or registers for purposes such as customer file administration, order management, deliveries, invoices, solvency monitoring, marketing and advertising. This information will not be disclosed to third parties without the express consent of the customer.

12. Gift voucher
You can purchase gift vouchers at Orbis via the showroom.

By purchasing an Orbis gift voucher, you accept the terms and conditions for gift vouchers.

You can use the gift voucher as a payment method in the country where the gift voucher was issued. The gift voucher cannot be used to purchase additional gift vouchers. If the value of the gift voucher does not cover the value of your purchase, you can pay the remaining amount using one of the accepted payment methods.

At orbis-design.be, gift vouchers can only be redeemed when completing your order.

Gift vouchers can be used up to 5 years after purchase.

We are not responsible for any errors in the email address of the recipient of the gift voucher.