General Terms and Conditions of Sale — Maison Pliester Chocolatier

For the general terms and conditions of our Visits & Workshops – see below

1 – General provisions

By placing an order through this website (www.maisonpliester.be) by completing the order form and confirming the order (by clicking the "order" button), the user fully and unreservedly accepts these general terms and conditions of sale, which apply exclusively to purchases made on this site. Maison Pliester Chocolatier reserves the right to refuse an order in the event of the customer's failure to meet any of its obligations.

Maison Pliester Chocolatier will confirm acceptance of the order to the user by email, or, where applicable, refusal thereof within 48 working hours following the customer's online order submission.

Maison Pliester Chocolatier strictly prohibits the purchase of its products on its website for the purpose of resale by the customer to a third party, without having informed Maison Pliester Chocolatier beforehand.

2 – Customer obligations

The customer undertakes to complete the order form accurately, indicating their billing address, delivery address (during working hours), as well as their contact details (email address and, where applicable, telephone number). Without this complete and correct information, the order cannot be accepted or processed.

The customer is prohibited from reselling Maison Pliester Chocolatier products. Their order must be intended solely for personal use or for the personal use of the person to whom the shipment is addressed.

The customer also undertakes to comply with the storage conditions of the products as well as the best-before date indicated on the packaging. In the event of non-compliance with these conditions, Maison Pliester Chocolatier cannot be held responsible for any deterioration of the products.

3 – Prices

Product prices are stated in euros, including VAT, unless otherwise indicated. Delivery is subject to an additional charge, specified when the order is validated. Prices are guaranteed within the limits of available stock and may be changed in the event of a change in the VAT rate or circumstances beyond the control of Maison Pliester Chocolatier.

4 – Payment

Payment for the products is made only by VISA or MASTERCARD bank card, or via the PAYPAL platform, online on our website, through the secure payment system Shopify Payments. Bank card payment validation is immediate. No shipment will be made without prior payment validation.

5 – Delivery charges

Shipping costs are free for purchases of 75 € or more. Below this amount, a delivery cost will be added to the order and clearly indicated when finalizing the order.

Between May and October, if outdoor temperatures exceed 25°C, Maison Pliester Chocolatier suspends deliveries in order to guarantee the quality of the chocolates during transport. The customer will be informed of any delay related to these special conditions.

For international deliveries, additional charges may apply depending on the destination.

6 – Right of withdrawal

Pursuant to Article L 121-20 et seq. of the Consumer Code, the customer has a period of 14 (fourteen) clear days from receipt of the product to exercise their right of withdrawal. If this period expires on a Saturday, Sunday, or public holiday, it is extended until the next working day.

The customer then has an additional 14 days to return unsuitable items, at their expense, to Maison Pliester Chocolatier. Returns must concern new items in their original packaging, accompanied by all possible accessories, instruction manuals, documentation, and the corresponding invoice. Returned items that are incomplete, damaged, or soiled will not be accepted back.

The right of withdrawal does not apply to perishable or personalized products, such as chocolates made to order or with specific messages.

Returns must be sent to the following address: Rue des Chardons 19, 1030 Brussels.

In the event of exercising the right of withdrawal, Maison Pliester Chocolatier will refund the sums paid by the customer within a maximum period of 14 days after receipt of the returned product.

7 – Delivery of products

Maison Pliester Chocolatier offers several delivery methods depending on the customer's needs. We do everything possible to preserve the quality of the chocolates during transport through suitable packaging and by selecting partners specialized in the transportation of food products.

Orders can be collected directly in store or shipped by DHL Express (Belgium, Europe Zone 1 & Zone 2). This delivery method may be suspended if temperatures exceed 25°C.

Orders are prepared and shipped within 24 hours after payment validation, except on weekends and public holidays.

If the recipient is absent, DHL Express will try again the next day. If the absence persists, a delivery notice will be left, inviting the recipient to contact DHL or collect the parcel from the nearest collection center. Maison Pliester Chocolatier cannot be held responsible for any deterioration of the products due to late collection.

In the event of an incomplete or incorrect address, Maison Pliester Chocolatier reserves the right to contact the recipient directly to complete the missing information.

8 – Supply

Maison Pliester Chocolatier products are handmade in limited quantities. In the event of stock shortage, Maison Pliester Chocolatier will contact the customer by email or phone to offer a postponed delivery or an equivalent replacement product in quality and price.

The customer has the right to refuse this replacement and cancel the order, without additional charges.

9 – Complaints

The customer must ensure that the order is compliant upon receipt. In the event of damage or error, reservations must be noted on the delivery slip, dated and signed.

Complaints must be made within 48 hours after receipt of the products, either by post to the address: Rue des Chardons 19, 1030 Brussels, or by phone at +32 2 242 94 66, or by email at hello@maisonpliester.be, including proof of purchase and the order number.

10 – Invalidity – Force majeure – Governing law

If any of these general terms and conditions is declared unenforceable or invalid for any reason, that invalidity will not affect the other provisions of the general terms and conditions, which will remain fully applicable.

Maison Pliester Chocolatier cannot be held responsible for delays or non-performance of an order in the event of force majeure (war, riot, insurrection, strike, interruption of transport services, fire, flood, etc.).

These general terms and conditions are exclusively governed by Belgian law. Any dispute will be submitted to the competent courts of Belgium.

General Terms and Conditions – Visits & Workshops

Maison Pliester Chocolatier – Brussels

1. Types of visits and activities

Maison Pliester Chocolatier offers three main packages, always guided by a host:

• Classic visit (± 1 hour): introduction to the chocolate factory, history of chocolate, and demonstration of the creation of an artisan praline. Includes: 2 tastings.
• Workshop (± 2 hours): presentation and demonstration as above, followed by a hands-on activity (mendiants). Each participant takes home their creations.
• Workshop + Beer & Chocolate Tasting (± 2.5 hours): presentation and demonstration, creation of mendiants, then a combined tasting of chocolates (pralines, bars, confits, etc.) with a variety of Belgian beers. Participants also take home their creations.

2. Duration

The duration varies depending on the chosen package: between 1 hour and 2.5 hours.

3. Reservations

Requests must be made by email only to hello@maisonpliester.be. A reservation is only confirmed after written approval from Maison Pliester Chocolatier. Any reservation implies full and complete acceptance of these general terms and conditions.

4. Access & parking

Address: Rue des Chardons 19, 1030 Brussels. Cars: paid on-street parking Monday to Saturday, from 9 a.m. to 9 p.m. (parking meter or via apps such as EasyPark, 4411, etc.). Bus: drop-off allowed in front of the chocolate shop at Rue des Chardons, 19 AND parking allowed on Rue Ernest Cambier (map available on request) depending on availability. Please turn off the engine while waiting; the driver must remain on board when dropping off customers. Public transport: bus 65 (Patrie stop), tram 25 (Patrie stop), train (Meiser station). Accessibility for persons with reduced mobility: the site is accessible to persons with reduced mobility, except for the workshop room located on level -1. Adjustments are possible upon prior request.

5. Rates & invoicing

Rates are set annually and communicated by email at the end of the year for the following year, or on request when booking. Maison Pliester Chocolatier reserves the right to adjust its prices in the event of a significant increase in costs (raw materials, energy, taxation). Prices are indicated per person, VAT 21% included. Visits are always accompanied by a guide, whose fees are included. Free admission: granted only to accompanying persons of school groups. No deposit is requested, except for a new customer where prepayment may be required. A voucher must be provided before the visit (by email or in person). The invoice is sent after the visit. Payment: within 15 days maximum. Payment on site possible in cash or by card (Bancontact, Maestro, Visa, MasterCard).

Unpaid invoices: In the event of late payment, the following will automatically apply, without prior formal notice:

• interest of 1.5% per month of delay,
• a flat penalty of 20% of the amount due, with a minimum of €125.

6. Cancellations, changes & delays

Any cancellation must be notified in writing. Cancellation terms:

• 7 days before: free of charge
• 4 to 6 days before: 50% of the total invoiced amount
• ≤ 48 h before: 100% of the total invoiced amount

Any change (date, time, number of participants) must be communicated as soon as possible by email. Groups must arrive 5 minutes before the scheduled time. Any delay must be reported to +32 2 242 94 66. Delays > 15 min: the activity will be shortened to respect the scheduled time. Delays > 30 min: Maison Pliester Chocolatier reserves the right to cancel the visit without refund.

7. Responsibilities & safety

Participants are responsible for their personal belongings (loss, theft, or damage). The customer remains responsible for the discipline and behavior of their group. School groups and minors: the accompanying adults are continuously responsible for supervising the children. Maison Pliester Chocolatier declines all responsibility for damage caused by inappropriate behavior or failure to follow instructions. Participants agree to respect all hygiene and safety instructions given by staff. Anyone failing to comply with these instructions may be denied access or excluded without refund. Animals are prohibited, except assistance dogs for visually impaired persons.

8. Allergies & dietary restrictions

It is the customer's responsibility to report in advance any allergies or dietary restrictions of the participants. Maison Pliester Chocolatier declines all responsibility in the event of non-communication of this information.

9. Force majeure

Maison Pliester Chocolatier cannot be held responsible if the visit or workshop cannot take place due to force majeure (strike, bad weather, technical failure, illness, health lockdown, etc.). In such a case, a new date will be offered free of charge.

10. Photos & communication

Unless otherwise requested in writing, the customer authorizes Maison Pliester Chocolatier to take photos during the activity and use them for communication purposes (website, social media, brochures).

11. Languages

Activities are provided in French, Dutch, English, and many other languages, depending on guide availability. The desired language must be confirmed when booking.

12. Contact & information

For any questions: 📞 +32 (0)2 242 94 66 📧 hello@maisonpliester.be

13. Disputes

In the event of a dispute, only the courts of Brussels and the magistrates' court of the Brussels district have jurisdiction.

Maison Pliester Chocolatier (trade name of Concept Chocolate SRL) Rue des Chardons 19 – 1030 Brussels VAT BE0840.592.348 – IBAN BE22 0016 5021 7247 – BIC GEBABEBB