Terms and Conditions

Last updated: 24 August 2026

Article 1 – Identity of the trader

Carpshop24 is operated by The Secret.

Contact details

Carpshop24
Beekstraat 64A
9420 Erpe-Mere
Belgium

Company number and VAT number: BE0839.726.723
Email: info@carpshop24.com
Telephone number: +32 53 89 55 29
Website: www.carpshop24.com

In these general terms and conditions, “Carpshop24” refers to the company and “Carpshop24.com” specifically to the website.

Article 2 – Definitions

In these general terms and conditions, the following definitions apply:

  1. Carpshop24: the trader as described in Article 1.
  2. Consumer: any natural person acting primarily for purposes outside their trade, business, craft or profession.
  3. Customer: any person who uses our website or places an order.
  4. Product: any tangible item offered through Carpshop24.
  5. Agreement: the purchase agreement concluded between Carpshop24 and the customer.
  6. Distance agreement: an agreement concluded via the website without the simultaneous physical presence of Carpshop24 and the consumer.
  7. Right of withdrawal: the consumer's legal right to withdraw from the agreement within the statutory period without stating reasons.
  8. Day: a calendar day, unless expressly stated otherwise.
  9. Durable medium: any tool that allows information to be stored and subsequently accessed unchanged, such as an email or PDF file.

Article 3 – Applicability

  1. These general terms and conditions apply to every offer from Carpshop24 and to every agreement between Carpshop24 and a consumer.
  2. The general terms and conditions are made available before the order is completed. The customer can save or print them.
  3. Where a specific promotion, service or product has additional terms and conditions, those additional terms and conditions shall also apply.
  4. In the event of a conflict, the provision that offers the consumer the greatest legal protection shall apply.
  5. Deviations are only valid if agreed in writing with Carpshop24.
  6. If a provision proves to be invalid or unenforceable, the remaining provisions shall remain valid.

Article 4 – Product information and offer

  1. Carpshop24 describes the products offered as completely and accurately as possible.
  2. Photos, colours, weights and dimensions are shown as accurately as possible. Minor deviations that do not affect the normal operation or use of the product may occur.
  3. Obvious mistakes, typographical errors or clearly incorrect prices are not binding on Carpshop24 where the customer could reasonably have understood that an error had occurred.
  4. An offer is valid while stocks last or for the expressly stated promotional period.
  5. The displayed stock level is as up to date as possible, but technical delays or stock discrepancies cannot be completely ruled out.
  6. If an ordered product is unexpectedly unavailable, Carpshop24 will contact the customer as soon as possible. The customer will then have the choice of waiting, a suitable alternative or a refund for the unavailable product.
  7. Carpshop24 will not supply a replacement product without the customer's consent.

Article 5 – Prices

  1. All consumer prices are displayed in euros and include VAT, unless expressly stated otherwise.
  2. Any shipping, payment or other additional charges will be clearly communicated before completing the order.
  3. The price displayed when completing the order applies to the order.
  4. Price changes do not affect orders already confirmed, except in the case of an obvious pricing error.
  5. Temporary offers and discount codes apply only under the conditions stated with them.

Article 6 – Formation of the Agreement

  1. The customer places an order by completing the ordering process and definitively confirming the order.
  2. After receiving the order, Carpshop24 will send an electronic order confirmation.
  3. The agreement is concluded when Carpshop24 has confirmed the order, subject to obvious pricing errors, fraud, payment problems or impossible delivery.
  4. Carpshop24 may refuse or cancel an order where there is a legitimate reason to do so. The customer will be informed, and any amounts already paid will be refunded.
  5. The order confirmation and these general terms and conditions together constitute the agreement on a durable medium.
  6. The customer is responsible for the accuracy of the contact, billing and delivery details provided.

Article 7 – Payment

  1. The available payment methods are displayed during checkout.
  2. Unless expressly agreed otherwise, payment is made when placing the order.
  3. The customer must notify Carpshop24 of any errors in payment or billing details as soon as possible.
  4. In the event of a refused, withdrawn or reversed payment, Carpshop24 may suspend fulfilment of the order.
  5. Any refunds will in principle be made using the same payment method used to pay for the order, unless the customer expressly agrees to a different free-of-charge method.

Article 8 – Delivery

  1. Carpshop24 delivers to the countries and regions available during checkout.
  2. Current shipping costs, any conditions for free shipping and expected delivery times are displayed before completing the order.
  3. Delivery will be made to the address provided by the customer during the order process.
  4. The customer must check that the delivery address is complete and correct. Additional costs caused by an incorrectly or incompletely provided address may be charged to the customer where the error is attributable to the customer.
  5. Unless otherwise agreed, the order will be delivered within thirty days at the latest.
  6. If delivery is delayed or becomes impossible, Carpshop24 will inform the customer as soon as possible.
  7. If Carpshop24 does not deliver within the agreed period, the consumer may grant an appropriate additional delivery period. If delivery still does not take place, the consumer may terminate the agreement, except in cases where the law permits immediate termination.
  8. The risk of damage or loss remains with Carpshop24 until the customer or a third party designated by the customer has physically received the parcel. This does not apply where the customer chooses a carrier not offered by Carpshop24.
  9. Visible transport damage or a missing product should preferably be reported as soon as possible, without affecting the consumer's statutory rights.

Article 9 – Statutory fourteen-day right of withdrawal

  1. In principle, for a distance purchase, the consumer has fourteen days to withdraw from the agreement without giving reasons.
  2. The withdrawal period starts on the day after the consumer or a designated third party has received the product.
  3. Where different products from a single order are delivered separately, the period starts on the day after the last product has been received.
  4. Before the expiry of the deadline, the consumer must clearly inform Carpshop24 of their decision to withdraw from the agreement. This can be done via info@carpshop24.com or by using the model form at the bottom of these terms and conditions.
  5. After notifying their withdrawal, the consumer must return the products within fourteen days at the latest.
  6. Returns should be sent to: Carpshop24.com, Delften 23, Unit 6, 2390 Malle, Belgium. The customer is requested to register the return in advance to receive the correct return instructions.
  7. The consumer may inspect and assess the product as would reasonably be possible in a physical shop.
  8. The consumer is liable for any depreciation in value resulting from use or handling beyond what is necessary to establish the nature, characteristics and functioning of the product.
  9. The direct costs of the return shipment are borne by the consumer, unless Carpshop24 has expressly stated otherwise or the consumer was not properly informed of this in advance.
  10. In the event of a valid full withdrawal, Carpshop24 will refund the purchase amount and the costs of the cheapest standard delivery method offered.
  11. Additional costs resulting from the choice of a more expensive delivery method will not be refunded.
  12. In the event of a partial return, the original delivery costs will not be refunded if these costs would also have been payable without the returned product.
  13. The refund will be made without undue delay and no later than fourteen days after Carpshop24 was informed of the withdrawal.
  14. Carpshop24 may postpone the refund until the goods have been received or until the consumer provides proof that they have been returned, whichever occurs first.
  15. No administrative or handling fees will be charged for a statutory withdrawal.

Article 10 – Additional sixty-day return guarantee

  1. In addition to the statutory right of withdrawal, Carpshop24 offers consumers a voluntary return period of sixty days after receipt of the product.
  2. During the first fourteen days, all statutory rights under Article 9 remain fully applicable.
  3. For returns from the fifteenth up to and including the sixtieth day, the conditions of this additional commercial return guarantee apply.
  4. During this additional period, the product must:
    • be unused;
    • be complete and undamaged;
    • be clean and fit for resale;
    • be in the original packaging where reasonably possible;
    • include all accessories, parts, manuals and gifts.
  5. During the additional period, the customer bears the direct return costs.
  6. The original shipping costs will not be refunded during the additional period, unless Carpshop24 has expressly agreed otherwise.
  7. Upon receipt, Carpshop24 checks whether the product meets the conditions.
  8. An accepted return will be processed as quickly as possible. The time before the amount is visible in the account also depends on the payment provider.
  9. This additional guarantee never limits the statutory right of withdrawal, the statutory warranty or the rights in the event of an incorrect or damaged delivery.

Article 11 – Exceptions to the right of withdrawal and the additional return guarantee

  1. The statutory right of withdrawal may not apply, among other things, to:
    • products made to the consumer’s specifications or clearly personalised;
    • products that spoil quickly or have a limited shelf life;
    • sealed products that are not suitable for return for health or hygiene reasons once the seal has been broken;
    • products that, by their nature, have been irrevocably mixed with other goods after delivery;
    • sealed audio, video or software products where the seal has been broken;
    • digital content not supplied on a tangible medium, where performance has begun with prior express consent and the consumer has acknowledged the loss of the right of withdrawal;
    • other products or services for which the law expressly provides an exception.
  2. During the additional return period from the fifteenth through the sixtieth day, the following may also be excluded:
    • opened or used consumables;
    • opened bait, groundbait, liquids, additives and similar products;
    • used clothing or products showing signs of use;
    • activated or partially used gift vouchers;
    • products that are incomplete, damaged or no longer saleable due to handling for which Carpshop24 is not responsible.
  3. A statutory warranty claim due to a defect, incorrect delivery or transport damage will not be refused solely because the original packaging is missing or has been opened.

Article 12 – Incorrect, damaged or incomplete delivery

  1. The customer is asked to report an incorrect, damaged or missing product as soon as possible via info@carpshop24.com to report.
  2. Please include the order number, a description of the problem and clear photos where these may help.
  3. If Carpshop24 has delivered an incorrect or damaged product, the necessary return costs will be borne by Carpshop24.
  4. Depending on the statutory rights and the specific circumstances, Carpshop24 will provide replacement, repair, a price reduction or a refund.
  5. The voluntary sixty-day return guarantee does not limit these rights.

Article 13 – Statutory warranty

  1. For new consumer goods, the Belgian statutory warranty of two years applies from delivery.
  2. This warranty applies to defects that mean the product does not conform to what was reasonably ordered or expected.
  3. The consumer must inform Carpshop24 of the defect as soon as possible and no later than two months after discovering it.
  4. In the event of a valid defect, the consumer is initially entitled to free repair or replacement, depending on what is possible and reasonable.
  5. Where repair or replacement is impossible, disproportionate or not carried out in time, the consumer may request a price reduction or termination of the agreement under the statutory conditions.
  6. A commercial warranty from a manufacturer or supplier does not limit the statutory warranty rights against Carpshop24.
  7. Normal wear and tear, improper use, inadequate maintenance, accidents and damage caused after delivery by the customer or a third party are not covered by the statutory warranty.

Article 14 – Discounts, Promotions and Gift Vouchers

  1. Discount codes and promotions are valid during the stated period and in accordance with the stated conditions.
  2. Discounts cannot be combined unless expressly stated otherwise.
  3. A discount code has no cash value and cannot be exchanged for cash.
  4. In the event of a partial return, any applied discount may be recalculated if the promotional conditions are no longer met.
  5. Free promotional products must be returned in the event of a full withdrawal. If the customer keeps the promotional product, its normal retail value may be charged, insofar as legally permitted and clearly communicated in advance.
  6. Gift vouchers are also subject to the terms communicated at the time of purchase or activation.

Article 15 – Complaints

  1. Complaints can be sent to info@carpshop24.com.
  2. Please include the order number and a clear description of the complaint.
  3. Carpshop24 acknowledges receipt and aims to provide a substantive response to the complaint within fourteen days.
  4. If more time is needed, the customer will receive an acknowledgement of receipt within that period, including an indication of the further processing time.
  5. If no solution is reached, a Belgian consumer may contact:

Consumer Ombudsman Service
King Albert II Avenue 8, box 1
1000 Brussels
Telephone: +32 2 702 52 00
Email: contact@consumentenombudsdienst.be
Website: www.consumentenombudsdienst.be

  1. The possibility of out-of-court dispute resolution does not limit the consumer's right to bring the matter before the competent court.

Article 16 – Force Majeure

  1. Carpshop24 is not responsible for delays or shortcomings that are the direct result of an unforeseeable and unavoidable event beyond its reasonable control.
  2. Carpshop24 will inform the customer as soon as possible if such a situation affects the performance of the agreement.
  3. If performance becomes permanently impossible, both parties may terminate the agreement and amounts already paid for undelivered products will be refunded.
  4. This provision does not limit any mandatory consumer rights.

Article 17 – Liability

  1. Carpshop24 is responsible for the proper performance of the agreement within the limits of applicable legislation.
  2. Nothing in these terms limits liability that cannot be excluded or limited under mandatory law.
  3. Carpshop24 is not responsible for damage resulting solely from incorrect, improper or unsafe use of a product.
  4. The manufacturer's instructions for use, safety instructions and maintenance instructions must be followed.
  5. The consumer's statutory rights are always retained.

Article 18 – Intellectual property and use of the website

  1. The content of Carpshop24.com, including texts, logos, images, designs and databases, is protected by intellectual property rights.
  2. Without prior written permission, this content may not be copied, distributed or republished for commercial purposes.
  3. Normal personal use, sharing product links and legally permitted actions remain permitted.
  4. It is not permitted to misuse the website, bypass security measures or disrupt its normal operation.

Article 19 – Personal data

  1. Carpshop24 processes personal data in accordance with the privacy policy available on Carpshop24.com.
  2. The privacy policy explains which data are processed, for what purposes and what rights the data subject has.

Article 20 – Amendments

  1. Carpshop24 may amend these terms and conditions if its services, business operations or applicable regulations change.
  2. The version available at the time the agreement was concluded applies to an order.
  3. New terms and conditions will be published on Carpshop24.com with the date of the latest amendment.
  4. Changes shall not have retroactive effect on agreements already concluded, unless required by law or more favourable to the consumer.

Article 21 – Applicable law and competent court

  1. Belgian law applies to the agreement.
  2. If the consumer resides in another country, that consumer retains the protection of mandatory consumer rules which, under the applicable law of that country, cannot be contractually excluded.
  3. Disputes shall be submitted to the court having jurisdiction under the applicable legal rules.
  4. A consumer is not required to waive the right to bring a dispute before the legally competent court of their place of residence.

Annex – Model withdrawal form

Only complete and return this form if you wish to withdraw from the agreement.

To:

Carpshop24.com
Delften 23, Unit 6
2390 Malle
Belgium
Email: info@carpshop24.com

I hereby notify you that I withdraw from our agreement concerning the sale of the following products:

Products:
....................................................................

Order number:
....................................................................

Ordered on:
....................................................................

Received on:
....................................................................

Consumer's name:
....................................................................

Consumer's address:
....................................................................

Consumer's signature, only if this form is submitted on paper:

....................................................................

Date:
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