Skip to Content

Our terms

Delivery / ShippingPayment methodsReturn and Refund PolicyWarrantyContactPrivacy policy

Delivery / Shipping

We deliver throughout the BENELUX. If you wish to receive goods in another EU country, please contact us for a customized quote. Pickup at our warehouse in Bruges is also possible by appointment.

Delivery partners

Small items (table legs, accessories) are shipped via parcel services such as Bpost, DPD, and PostNL. Large or bulky goods – tabletops, complete tables, doors – are delivered by our regular transport partners who specialize in furniture logistics. For local deliveries in West Flanders, we sometimes use our own vehicles.

Shipping costs

Shipping costs depend on the size, weight, and destination of your order.

The exact cost is automatically calculated at checkout as soon as you enter your delivery address and select the products. For deliveries outside these zones, we will provide you with a shipping quote in advance before your order is confirmed.

Processing time

In-stock items are shipped within 2–3 business days after payment. Custom and made-to-order products require production; the usual delivery time is 14–30business days. Once your order is ready, you will receive a shipping confirmation email with tracking information.

Delivery appointments

For large deliveries via transport, the carrier will contact you by phone or email to arrange a suitable date and time. Standard deliveries are made to the curb/ground level. Please inform us in advance if you require delivery to an upper floor or an assembly service, as additional costs may apply.

Damage and loss

All shipments are carefully packaged. Check your goods upon arrival and report any visible damage or missing parts within48 hoursafter delivery. The risk of loss or damage transfers to you as soon as the goods are delivered; timely notification allows us to file a damage claim with the carrier.

Payment methods

 Betaling van bestellingen via de webshop gebeurt via de betaalmethoden die op het moment van afrekenen op de website worden aangeboden. Afhankelijk van beschikbaarheid kunnen dit onder meer zijn: Visa, MasterCard, Bancontact, Maestro, Apple Pay, Google Pay, PayPal, bankoverschrijving of andere duidelijk vermelde elektronische betaalmethoden.

De klant hoeft geen afzonderlijke registratie bij een betaalprovider aan te maken indien de gekozen betaalmethode dit niet vereist. Voor zover technisch beschikbaar op de webshop kan een bestelling ook als gast worden afgerekend zonder een account op de website aan te maken.

Betalingen worden verwerkt via beveiligde betaalomgevingen van erkende externe betaalpartners. Tverdi Houten Producten BV heeft geen toegang tot of opslag van volledige kaartgegevens. Gegevensuitwisseling tijdens het betaalproces verloopt via passende beveiligingsmaatregelen zoals SSL/TLS-versleuteling en andere gangbare veiligheidsprotocollen van de gebruikte betaalprovider.

De bestelling wordt pas verwerkt, geproduceerd of verzonden nadat de betaling met succes is ontvangen of geautoriseerd, tenzij schriftelijk uitdrukkelijk anders is overeengekomen. Tverdi Houten Producten BV kan levering opschorten totdat volledige betaling is ontvangen.

Na succesvolle betaling ontvangt de klant een betaalbevestiging per e-mail. Voor zover wettelijk vereist of van toepassing wordt ook een kassabon, ontvangstbewijs en/of factuur verstrekt. Indien de klant een factuur op naam van een onderneming wenst, dient hij de correcte facturatiegegevens en het eventuele btw-nummer tijdig door te geven bij of vóór het afronden van de bestelling.

In geval van niet-betaling, laattijdige betaling, geweigerde autorisatie of terugboeking behoudt Tverdi Houten Producten BV zich het recht voor om de overeenkomst te schorsen, te ontbinden of verdere bestellingen te weigeren.


Return and Refund Policy

Right of Withdrawal (14 days)

If the customer is a consumer purchasing at a distance, they generally have the right to withdraw from the agreement within 14 calendar days without giving any reason, starting from the day the consumer or a third party designated by them takes physical possession of the goods. To exercise this right, the customer must inform Tverdi unambiguously within the withdrawal period (e.g., via email or by using the model withdrawal form).

After cancellation, the customer must return the product no later than 14 days after the day on which they communicated their decision. Deductions for depreciation due to use that goes beyond what is necessary to establish the nature, characteristics, and functioning of the product may be charged. Tverdi will refund all payments received from the consumer, excluding standard delivery costs, within 14 days after being informed of the cancellation, but may withhold the refund until it has received the goods back.

Return address

Tverdi Houten Producten BV

Lodderhoek 53

8000 Bruges

Belgium

We will contact you once we have received it.

Exceptions to the right of withdrawal

The right of withdrawal does not apply to products made to the customer's specifications, clearly intended for a specific person, or delivered as custom-made products.

Products for which the product page states 'Contact us for individual orders' or products made to order in a specific size, color, finish, or composition are considered custom-made.

7. Commerciële 30-dagen geld-terug-garantie

When Tverdi mentions a 30-day money-back guarantee on the webshop, this is considered an additional commercial concession. This guarantee does not apply to custom-made products, personalized products, specially ordered goods, used or damaged products, or products that are no longer in their original condition.

To make use of this guarantee, the customer must contact us within 30 calendar days after receipt via:

sales@tverdihoutenproducten.be

Tverdi can attach reasonable conditions to this warranty, including inspection of the return shipment and proper packaging of the returned goods.

Warranty

Inspection upon receipt and complaints

Customers must immediately check the delivered products for visible damage, errors, or shortages upon receipt.

Visible defects, transport damage, or incorrect deliveries must be reported as soon as possible and no later than 48 hours after delivery in writing or by email, with clear photos and a description.

Hidden defects must be reported within a reasonable time after discovery.

Filing a complaint does not automatically suspend the payment obligation.

Legal warranty

Consumers are entitled to a legal warranty of 2 years (or as provided by Belgian consumer law). The legal warranty covers conformity defects that exist at the time of delivery and that manifest within the legal warranty period. If a defect falls under the legal warranty, the consumer is entitled to free repair or replacement; if this is not possible or disproportionate, a reasonable price reduction or dissolution of the agreement may apply.

Wood as a natural product

Wood is a natural material; variations in color, grain structure, knots, cracks, movement, expansion, and shrinkage are inherent to the material and do not constitute a defect.

Such natural properties fall within normal tolerances, and the customer is responsible for adhering to the maintenance and usage instructions.



Contact

Privacy policy

 Data controller

Tverdi Houten Producten BV (Lodderhoek 53 unit 4.16, 8000 Bruges, VAT BE1030.630.740) is the data controller.

Categories of personal data

  • Data you provide: first name and last name, company name, billing and delivery address, email address, phone number, VAT number (if applicable), content of your message or request.

  • Data related to orders: information about products/services you request, orders or returns (including email communication).

  • Automatically collected data: IP address, device type, browser type, language settings, pages visited, date and time of visit, click and browsing behavior, cookies and similar technology data.

Purposes

Personal data is processed for legitimate purposes, including handling inquiries and contact requests; preparing and following up on quotes; processing and fulfilling orders; delivering products; customer service and after-sales service; invoicing and accounting; handling complaints, returns, and warranty requests; improving the website, products, and services; securing the website; preventing fraud or abuse; and sending commercial communications when legally permitted or with consent.

Legal grounds

Data is processed based on the performance of a contract (to process and deliver your order); legal obligations (accounting and tax regulations); legitimate interests (customer service, security, fraud prevention, website improvement); or consent (newsletters, non-essential cookies).

Data sharing

Personal data is not sold to third parties. Data may be shared with third parties necessary for the provision of services: payment providers, shipping and transport partners, IT and hosting providers, accountants, administrative service providers, professional advisors, and government authorities when legally required.

International transfers

Tverdi aims to process data within the European Economic Area; if personal data is processed outside the EEA, appropriate safeguards are provided.

Retention periods

Data is not retained longer than necessary for the purpose for which it is processed; contact requests are kept as long as necessary for processing; customer and order data for the execution of the agreement and any warranty; invoice data as long as legally required; marketing data until you unsubscribe; technical and analytical data as long as necessary for analysis, security, and optimization.

Cookies

The website uses essential cookies that are necessary for operation and analytical cookies via Google Analytics. Analytical cookies are only activated with consent, and cookie preferences can be managed via the cookie banner.

Cookies can only be stored for the duration of a session or longer, depending on the type of cookie and the service provider.

Security measures

Appropriate technical and organizational measures are taken to protect personal data against loss, unauthorized access, unauthorized disclosure, and unlawful processing.

Rights of data subjects

Data subjects have the right to access their data, rectify inaccurate data, delete data, restrict processing, object to certain processing, withdraw consent, and the right not to be subject to automated decision-making where legally applicable.

These rights can be exercised by contacting us via:

sales@tverdihoutenproducten.be

or

office@tverdihoutenproducten.be

Newsletters & marketing

Marketing messages are only sent in accordance with applicable regulations; customers can unsubscribe at any time.

Data of minors

The website is not specifically aimed at children; personal data of minors is not knowingly collected without the consent of a parent or legal representative.

Links, complaints, changes

This privacy statement does not apply to external websites. For complaints, you can contact Tverdi or file a complaint with the Data Protection Authority.

The privacy statement may be changed and the most recent version is always published.