General Terms and Conditions
Last updated: 20 September 2026
1. Parties
These General Terms and Conditions govern the contractual relationship between Naturalice VOF, registered in Belgium under enterprise and VAT number BE0849799677, with registered office at J. Deneyerstraat 9, 1652 Beersel, Belgium (“Naturalice”), and its customers.
For consumers, these General Terms and Conditions apply without prejudice to any mandatory rights granted under Belgian, European Union or other applicable consumer-protection law.
2. Orders and Availability
Orders may be placed via this website or on site.
Products shown as being in stock are normally dispatched within one week after receipt of payment, unless another delivery period is indicated at the time of ordering.
Products that are not in stock and products made to order may have an estimated production and delivery period of approximately 4–6 months. Where such a delivery period is agreed with the customer, it forms part of the contract. If Naturalice becomes aware that the agreed delivery period cannot be met, the customer will be informed as soon as reasonably possible. The customer’s statutory rights in the event of delayed delivery remain unaffected.
If an ordered product is unavailable, Naturalice may propose a comparable alternative. The customer is under no obligation to accept the proposed alternative.
Products offered at a reduced price or as special offers are available only while stocks last.
3. Order Confirmation and Conclusion of the Contract
The submission of an order constitutes an offer by the customer to purchase the selected products.
The contract is concluded when Naturalice accepts the order and sends the customer an order confirmation, unless the circumstances of the transaction clearly indicate otherwise.
An automated acknowledgement confirming receipt of an order does not in itself constitute acceptance unless it expressly states that the order has been accepted.
Naturalice may decline an order for legitimate reasons, including product unavailability, an obvious pricing or product-information error, suspected fraud, payment problems or delivery to a destination that Naturalice does not serve.
If payment has already been received for an order that Naturalice does not accept, the amount paid will be refunded without undue delay.
For distance contracts, the customer will receive the legally required contractual information on a durable medium, normally by email, no later than delivery of the goods.
4. Shipping, Delivery, Costs and Transport Damage
Applicable shipping or delivery costs will be communicated to the customer before the order becomes binding. Where the exact amount cannot reasonably be calculated in advance, the method of calculation or the fact that additional delivery costs may apply will be communicated before the order is concluded.
Where required by Belgian law, Naturalice offers the legally required delivery options for deliveries in Belgium.
Naturalice may decline delivery to destinations outside the European Union.
For consumer sales, the risk of loss of or damage to the goods remains with Naturalice until the customer, or a third party designated by the customer other than the carrier, takes physical possession of the goods. This does not apply where the customer independently appoints a carrier that was not offered by Naturalice.
Naturalice carefully inspects goods before dispatch. Customers are requested to report visible transport damage as soon as reasonably possible and, where possible, to provide photographs of the goods and packaging. Where visible damage is noticed at delivery, it is useful to record this with the carrier.
Failure to report transport damage within a particular short period or failure to make a remark on the carrier's delivery document does not limit the customer's statutory rights.
Where goods are non-conforming or defective within the meaning of the applicable legal guarantee, the costs of a legally required return, repair or replacement are borne by Naturalice.
If delivery cannot be completed because of circumstances attributable to the customer, reasonable additional costs actually incurred for storage or re-delivery may be charged to the customer.
5. Data Protection
Naturalice processes personal data in accordance with the General Data Protection Regulation (GDPR) and applicable Belgian data-protection legislation.
Personal data may be processed where necessary for the performance of a contract, compliance with legal obligations and other lawful purposes described in the Naturalice Privacy Policy.
Where necessary, personal data may be shared with service providers or other recipients involved in payment processing, delivery, IT services, accounting or other services required for the operation of Naturalice, as well as with public authorities where disclosure is legally required.
Further information concerning the purposes and legal bases of processing, recipients, retention periods and customers' data-protection rights is provided in the Naturalice Privacy Policy.
6. Legal Guarantee of Conformity
Consumers benefit from the statutory legal guarantee of conformity applicable under Belgian and European consumer law.
For new consumer goods, Naturalice is liable for a lack of conformity that becomes apparent within two years from delivery.
The customer should inform Naturalice of a lack of conformity as soon as reasonably possible and, in accordance with Belgian law, no later than two months after becoming aware of it.
Where the legal guarantee applies, the consumer is initially entitled, subject to the applicable legal conditions, to have the goods repaired or replaced free of charge. Where repair or replacement is impossible, disproportionate, refused, unsuccessful or cannot be carried out within a reasonable period and without significant inconvenience, the consumer may be entitled to an appropriate price reduction or termination of the sales contract. Termination is not available for a minor lack of conformity.
Damage resulting from improper use, abnormal use, an accident or failure to follow appropriate care instructions is not considered a lack of conformity where that circumstance caused the damage.
For products made using wool or other materials supplied by the customer, the statutory guarantee remains applicable to Naturalice's workmanship and to materials supplied by Naturalice. Naturalice is not responsible for defects that are exclusively and demonstrably caused by the inherent condition, contamination or unsuitability of material supplied by the customer, provided that this does not restrict any mandatory statutory consumer right.
Nothing in these General Terms and Conditions limits the consumer's statutory legal-guarantee rights.
7. Wool Weight and Natural Variations
Alpaca wool and other natural fibres are natural materials, and Naturalice products are mostly handmade. Minor variations in weight, dimensions, appearance, texture or other characteristics may therefore occur where such variations are inherent in the natural material or handmade production processes.
Such normal variations do not affect the customer's statutory rights where the product does not conform to the characteristics agreed in the contract.
8. Processing of Customer's Own Wool for Custom Products
Wool or other fibres supplied by the customer for the manufacture of custom products must be suitable for processing and meet the quality requirements communicated by Naturalice. In particular, material may be rejected if it contains excessive straw, shearing oil, dirt, unsuitable short fibres or other contamination that makes proper processing impossible or unreasonable.
If material is rejected, Naturalice will inform the customer and request that it be collected or that arrangements be made for its return. If the customer does not respond within the period communicated by Naturalice, Naturalice may send a further written reminder and grant a reasonable additional period for collection. Material will not be disposed of except after reasonable notice and in accordance with applicable law.
Depending on the nature, condition and processing requirements of the material, approximately 10–30% of the delivered wool may be lost during sorting, cleaning, carding and processing.
If the quantity of usable customer wool is insufficient to produce the ordered product, Naturalice may propose adding wool from its own stock. Any additional charge will be communicated to the customer and requires the customer's approval before the additional material is supplied.
Where technically appropriate to improve the stability and quality of the finished fleece, Naturalice may add up to 10% high-quality alpaca wool from its own stock without additional charge, provided this forms part of the agreed custom-production conditions.
Any unused customer wool remains the property of the customer unless the customer expressly agrees otherwise. Naturalice may offer to use surplus wool for additional products or arrange its return or collection. Surplus of processed wool will remain the property of Naturalice.
9. Deposits
Naturalice may require a deposit for custom-made products, made-to-order products or orders involving later delivery. The amount of the deposit, the balance to be paid and the applicable payment conditions will be communicated before the order becomes binding.
Production or order processing may begin only after receipt of the agreed deposit.
Payment of a deposit does not affect any mandatory statutory rights of the customer, including applicable rights concerning withdrawal, legal guarantees or termination of the contract.
10. Right of Withdrawal and Returns
Consumers who conclude a contract at a distance, including through the Naturalice website, generally have a statutory right to withdraw from the contract for standard products without giving a reason within 14 calendar days, subject to the exceptions provided by law.
The statutory right of withdrawal does not normally apply to purchases concluded in the Naturalice shop or other business premises, unless Naturalice expressly grants a voluntary return right.
For sales of goods, the 14-day withdrawal period generally begins on the day after the consumer, or a third party designated by the consumer other than the carrier, physically receives the goods. Special rules apply where several goods or parts of an order are delivered separately.
The consumer may exercise the right of withdrawal by using the withdrawal function provided on the Naturalice website, by using the statutory model withdrawal form, or by sending Naturalice any other unequivocal statement communicating the decision to withdraw, including by email.
Use of the model withdrawal form is not compulsory.
After notifying Naturalice of the withdrawal, the consumer must return the goods without undue delay and no later than 14 days after communicating the decision to withdraw.
Unless Naturalice has agreed to bear them, the direct costs of returning goods following a withdrawal are borne by the consumer, provided the consumer was informed of this before entering into the contract.
Returned goods do not have to be in their original packaging in order for the statutory right of withdrawal to apply. The consumer may, however, be liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. For hygienic reasons, duvets, pillows and mattress toppers must be unused.
Following a valid withdrawal, Naturalice will refund all payments received from the consumer, including the cost of the least expensive standard delivery method offered for the original purchase, without undue delay and in any event within 14 days after being informed of the consumer's decision to withdraw.
Naturalice will withhold reimbursement until the goods have been received back and inspected.
Refunds will normally be made using the same means of payment used for the original transaction unless the consumer expressly agrees otherwise.
Goods should be returned to:
Naturalice
J. Deneyerstraat 9
1652 Beersel
Belgium
The statutory right of withdrawal does not apply to goods made to the consumer's individual specifications or goods that are clearly personalised, where the legal requirements for this exception are satisfied.
A product is not excluded from the right of withdrawal merely because it is produced after the order is placed. The exception applies only where the product is genuinely made according to the individual consumer's specifications or is clearly personalised within the meaning of applicable consumer law.
The right of withdrawal is separate from, and does not affect, the consumer's rights under the statutory legal guarantee.
11. Complaints and Alternative Dispute Resolution
Customers are encouraged to contact Naturalice first in order to seek an amicable solution to any complaint.
Consumers may also contact the Belgian Consumer Mediation Service (Service de Médiation pour le Consommateur / Consumentenombudsdienst), which handles eligible consumer disputes involving businesses established in Belgium.
The mediation procedure is an out-of-court procedure and does not prevent either party from subsequently bringing the matter before a competent court.
The former European Commission Online Dispute Resolution (ODR) platform has been discontinued and is no longer available.
12. Intellectual Property
The content of the Naturalice website, including text, photographs, graphics, logos, designs and other material, may be protected by copyright, trademark law or other intellectual-property rights belonging to Naturalice or third parties.
Except where permitted by applicable law, website content may not be reproduced, distributed, commercially exploited, modified or republished without the prior permission of the relevant rights holder.
Normal viewing of the website and private use permitted by law are not restricted by this provision.
13. Customer Service
Naturalice customer service can be contacted at:
info@naturalice.eu
+32 (0) 499 89 81 44
Monday–Friday, 10:00–17:00.
14. Applicable Law and Jurisdiction
These General Terms and Conditions and contracts concluded with Naturalice are governed by Belgian law.
For consumers, this choice of law does not deprive them of the protection provided by mandatory provisions of the law of their country of habitual residence where those provisions apply under European Union private international law.
The competent courts are determined in accordance with the applicable Belgian and European Union rules on jurisdiction. Nothing in these General Terms and Conditions restricts a consumer's right to bring proceedings before a court that has jurisdiction under mandatory consumer-protection rules.