General Terms and Conditions of Sale — Maison Pliester Chocolatier

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

1 – General provisions

By placing an order via this website (www.maisonpliester.be) by filling out 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 if the customer fails to fulfill any of their obligations.

Maison Pliester Chocolatier will confirm the acceptance of the order to the user by e-mail, or, if applicable, its refusal within 48 working hours following the customer's online order entry.

Maison Pliester Chocolatier strictly prohibits the purchase of its products on its website for resale by the customer to a third party, without prior notification to Maison Pliester Chocolatier.

2 – Customer Obligations

The customer undertakes to accurately fill out the order form, indicating their billing address, delivery address (during business hours), and contact details (email address and, if 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 product storage conditions and the best-before date indicated on the packaging. In case of non-compliance with these conditions, Maison Pliester Chocolatier cannot be held responsible for any alteration of the products.

3 – Price

Product prices are expressed in Euros, including all taxes (TTC), unless otherwise stated. Delivery is subject to an additional charge, specified during order validation. Prices are guaranteed within the limits of available stock and may be modified in case of a change in the VAT rate or circumstances beyond the control of Maison Pliester Chocolatier.

4 – Payment

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

5 – Delivery rates

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

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

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

6 – Right of withdrawal

In accordance with 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 own expense, to Maison Pliester Chocolatier. Returns must concern new items in their original packaging, accompanied by all their possible accessories, instruction manual, documentation, and the corresponding invoice. Incomplete, damaged, or soiled returned items will not be accepted.

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

Returns must be specified at the following address: Rue des Chardons 19, 1030 Brussels.

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

7 – Product Delivery

Maison Pliester Chocolatier offers several delivery methods depending on the customer's needs. We make every effort to preserve the quality of the chocolates during transport through appropriate packaging and the selection of partners specializing in the transport of food products.

Orders can be picked up directly from the 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 of payment validation, except on weekends and public holidays.

In the absence of the recipient, DHL Express will attempt re-delivery the next day. If the absence persists, a delivery notice will be left, inviting the recipient to contact DHL or pick up the package at the nearest pick-up point. Maison Pliester Chocolatier cannot be held responsible for any product degradation due to late pick-up.

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

8 – Supply

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

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

9 – Complaints

The customer must ensure the conformity of the order upon receipt. In case of damage or error, reservations must be indicated on the delivery note, dated and signed.

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

10 – Invalidity – Force Majeure – Applicable Law

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

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

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

General Terms and Conditions – Tours & Workshops

Maison Pliester Chocolatier – Brussels

1. Types of tours and activities

Maison Pliester Chocolatier offers three main formulas, always supervised by a guide:

• Classic tour (± 1h): presentation of the chocolate factory, history of chocolate and demonstration of artisanal praline creation. Included: 2 tastings.
• Workshop (± 2h): presentation and demonstration as above, followed by a practical activity (mendiants). Each participant takes home their creations.
• Workshop + Beer & Chocolate Tasting (± 2h30): presentation and demonstration, mendiant creation, then combined tasting of chocolates (pralines, bars, confits, etc.) with various Belgian beers. Participants also take home their creations.

2. Duration

The duration varies depending on the chosen formula: between 1h and 2h30.

3. Reservations

Requests are made exclusively by e-mail to hello@maisonpliester.be. A reservation is only confirmed after written validation from Maison Pliester Chocolatier. Any reservation implies full and unreserved acceptance of these general conditions.

4. Access & Parking

Address: Rue des Chardons 19, 1030 Brussels. Cars: paid on-street parking from Monday to Saturday, from 9 am to 9 pm (via parking meter or apps such as EasyPark, 4411, etc.). Buses: authorized stop in front of the chocolate factory Rue des Chardons, 19 AND authorized parking Rue Ernest Cambier (map available on request) subject to availability. Please turn off the engine while waiting, the driver must remain on board when dropping off clients. Public transport: bus 65 (Patrie stop), tram 25 (Patrie stop), train (Meiser station). PRM accessibility: the site is accessible to people with reduced mobility, with the exception of the workshop room located on floor -1. Adaptations possible upon prior request.

5. Rates & Invoicing

Rates are set annually and communicated by e-mail at the end of the year for the following year, or upon request during booking. Maison Pliester Chocolatier reserves the right to adjust its prices in case of a significant increase in costs (raw materials, energy, taxation). Prices are indicated per person, including 21% VAT. Tours are always accompanied by a guide, whose fees are included. Free access: granted only to chaperones of school groups. No deposit is required, except for a new client where prepayment may be required. A voucher must be submitted before the visit (by e-mail or in person). The invoice is sent after the visit. Payment: maximum 15 days. On-site payment possible in cash or by card (Bancontact, Maestro, Visa, MasterCard).

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

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

6. Cancellations, modifications & delays

Any cancellation must be notified in writing. Cancellation conditions:

• 7 days before: no charge
• 4 to 6 days before: 50% of the total amount invoiced
• ≤ 48 hours before: 100% of the total amount invoiced

Any change (date, time, number of participants) must be communicated as soon as possible by e-mail. 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 tour without refund.

7. Responsibilities & Safety

Participants are responsible for their personal belongings (loss, theft or damage). The client remains responsible for the discipline and behaviour of their group. School groups and minors: chaperones are permanently responsible for supervising children. Maison Pliester Chocolatier declines all responsibility for damages caused by inappropriate behaviour or non-compliance with instructions. Participants undertake to respect all hygiene and safety instructions given by staff. Any person not respecting these instructions may be refused access or excluded without refund. Animals are prohibited, except assistance dogs for visually impaired people.

8. Allergies & dietary restrictions

It is the client's responsibility to report any allergies or dietary restrictions of participants in advance. 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 in the event of impossibility to carry out the visit or workshop due to force majeure (strike, bad weather, technical breakdown, illness, sanitary confinement, etc.). In this case, a new date will be offered free of charge.

10. Photos & communication

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

11. Languages

Activities are provided in French, Dutch, English and many other languages, depending on guide availability. The desired language must be confirmed at the time of 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 Justice of the Peace of the canton of Brussels are competent.

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