General Terms and Conditions
1. Parties
These general terms and conditions govern the commercial relationship between Naturalice, a company registered in Belgium (VAT number BE084979967), and its customers.
2. Orders and Availability
Orders can be placed via this website or on site. If a product is not in stock, Naturalice can produce it within 4–6 months or offer a similar product. The customer may accept or decline the offer. Products in stock are shipped within one week of receipt of payment. Custom-made items have a production time of 4–6 months, which may be longer during periods of high demand. Special offer products are only available while stocks last.
3. Order Confirmation
By placing an order, you accept the purchase contract and these General Terms and Conditions. Orders are confirmed via the website and/or by email. Naturalice reserves the right to decline orders under certain conditions. Payments already made will be refunded within 30 working days in such cases.
4. Shipping and Costs
Shipping costs are based on market rates. Naturalice reserves the right to decline orders outside the EU. Goods are inspected before shipping. Defects must be reported via email within 3 days. Damaged packaging must be noted by the delivery agent. Damage reports and photos must be sent to info@naturalice.eu within 2 days. Returns of defective items will be covered by Naturalice at standard market rates. If delivery fails due to customer-side issues, additional re-delivery charges may apply.
5. Data Protection
Naturalice complies with data protection laws. Personal data is used exclusively for processing your order and is not shared with third parties.
6. Guarantee
Within the EU, a statutory two-year warranty applies to material or manufacturing defects. Damages caused by improper use or care are excluded. For products made from the customer’s own wool, no warranty is provided in cases of oil stains or fiber break-throughs. Care instructions must be followed.
7. Wool Weight
Since alpaca bedding is a natural and handmade product, the wool weights of the final products may vary slightly from the stated weights.
8. Processing of Customer's Own Wool for Custom Products
Alpaca wool provided by the customer for the production of custom products must meet certain quality standards (free of straw, shearing oil, short fibers, etc.). Wool that does not meet these standards will be rejected and must be picked up within 4 weeks. Unusable wool that is not collected within 4 weeks will be discarded by Naturalice. During processing, 10–30% of the delivered wool may be lost. If the delivered quantity is insufficient, additional wool from Naturalice's own stock may be added at extra cost. The customer will be informed via email in this case.
If the quality of the delivered wool requires it, up to 10% of high-quality alpaca wool from Naturalice stock may be added free of charge during production to ensure stable and high fleece quality. Surplus wool becomes the property of Naturalice unless the production of additional products is agreed upon. If desired, Naturalice may suggest possible additional products. By placing an order, you agree to these conditions.
9. Deposit
For custom-made or delivery orders, a deposit is required. Order processing will begin after receipt of the payment.
10. Right of Withdrawal and Returns
EU customers may cancel their order within 14 days (except for custom-made products). The cancellation must be submitted via email. Returned items must be unused, in original packaging, and sent with the invoice to: Naturalice, J. Deneyerstraat 9, 1652 Alsemberg, Belgium. Return shipping costs are borne by the customer. Refunds will be processed within 30 working days. Used or damaged products are excluded from refund. If a rejected return is not claimed within 14 days, Naturalice may dispose of the product. The right of withdrawal, return and warranty are non-transferable.
More info: https://ec.europa.eu/consumers/odr/
11. Dispute Resolution
Naturalice is neither willing nor obliged to participate in dispute resolution procedures before a consumer arbitration board.
12. Intellectual Property
Use of this website implies acknowledgment of Naturalice's intellectual property rights. No content may be copied or downloaded without written permission.
13. Customer Service
Available via info@naturalice.eu or +32 (0) 499 89 81 44 (Monday–Friday, 10:00–17:00).
14. Jurisdiction
Belgian law applies. In the event of disputes, only Belgian law and jurisdiction are applicable.