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Terms and Conditions of Relieve

General provisions

These general conditions define, without prejudice to the application of specific conditions, the respective obligations of the Relieve Group in connection with all services provided by the Relieve Group whose head office is located at Avenue Brugmann 85, in 1190 Forest referenced at the Crossroads Bank for Enterprises under company number BE0782560762, hereinafter referred to as the "seller", and any professional buyer or any consumer wishing to make a purchase via the seller's website, hereinafter referred to as the "buyer".

By checking the box to accept the general conditions at the time of his order, the buyer expressly acknowledges having had access to these conditions, having read them, understood them, and accepted them without reservation, it being understood that any order for a product via our website requires consultation and express acceptance of the general sales conditions. These general sales conditions can be saved or printed by the customer.

The provisions to which there is no express derogation remain applicable. Only deviations subject to an express written agreement can modify the application of these general conditions. It is agreed that the specifically accepted provisions take precedence over the general ones, in case of discordance. Furthermore, it is expressly agreed that in case of contradiction between the customer's general conditions and those of the Relieve Group, only the latter will prevail.

The seller reserves the right to modify its terms of sale at any time. In this case, the applicable conditions will be those in force on the date of the order by the buyer.


Buyer: any natural person who has reached majority and has full legal capacity or, failing that, the legal representative of this person. In the latter case, the legal representative is bound by these general conditions.

Consumer: any natural person who acquires or uses for purposes excluding any professional or commercial character, products put on the market.

Characteristics of the goods and services offered

The products and services offered are those listed in the catalogue published on the seller's website, subject to available stock. Each product is accompanied by a description provided by the seller based on the description given by the supplier. The photographs in the catalogue are strictly for informational purposes and present an accurate image but are not contractual in nature since they cannot guarantee perfect similarity with the physical products.


The buyer, who wishes to purchase a product or service, must necessarily:

  • Be over 18 years old
  • Fill in the identification form or provide his customer number if he has one;
  • Fill in the online order form by providing all the references of the chosen products or services;
  • Validate his order after checking it;
  • Acknowledge having read these general conditions and having accepted them;
  • Make the payment under the conditions provided;
  • Confirm his order and payment.

The Relieve Group will automatically send a complete written summary by email of the order (ordered products, amount paid excluding and including VAT, delivery method, date and time of pickup, and place of pickup). The sale is deemed perfect upon order confirmation by the seller. No shipment of goods will be made without order confirmation and receipt of full payment for it.

Products and services are offered subject to available stock. In case of unavailability of an item, the seller will inform the buyer by email as soon as possible. The buyer will have the option to wait (in case of temporary unavailability) or cancel the order of unavailable items at no charge.


These conditions apply throughout the duration of the order, our services, as well as the delivery of goods and to all relations between the buyer and the seller.

Delivery - transport

Deliveries are made to the address indicated on the order form which can only be in the geographical area mentioned in article 8 of these general conditions; by pickup at a specified point of the buyer's choice validated during the order. In case of absence during delivery at the address provided by the buyer, he can contact the seller within 48 hours to agree on another delivery date. If not or if the buyer neglects or refuses to take delivery of the ordered goods, the seller reserves the right to demand the execution of the contract or to consider, after prior formal notice, it as being terminated by right at the fault of the buyer. In the latter case, the seller will retain an amount equivalent to 30% of the sale price as compensation.

In the case of sale to a consumer, the goods are transported at the seller's risk until the delivery of the goods to the delivery address specified by the buyer. In the case of sale to a professional, transport is at the buyer's risk. The delivery times are 15 days from the receipt of payment. In case of delay in delivery, if this is at least fifteen working days and only in the case of a non-customized order (regularly stocked item), the buyer may renounce his purchase without compensation, for neither of the two parties, provided he notifies the seller by e-mail within 3 days following the notification of the delivery delay by the seller. The buyer will then be refunded by bank transfer to his bank account for the total amount of his order including transport costs (if incurred at the time of the order) within 15 working days. The parties will then be fully released from their respective obligations. In all cases, the following circumstances release the seller from his obligations regarding deadlines:

  1. Cases of force majeure (including, in particular, technical incidents, supplier delay, and labor shortage);
  2. If the payment conditions are not met;
  3. If changes are decided by the customer after the order;
  4. If the customer does not provide us with the desired information within the specified time.


The prices of the products and services displayed on the site are indicated in euros, including all taxes for employees, and excluding VAT for organizations (VAT and other applicable taxes). The prices listed do not include transportation costs, which are the subject of a separate item at the time of the order. The seller reserves the right to change his prices at any time. However, the prices applicable to the order are those in force at the time of its confirmation. The seller reserves the right to reflect any changes in the VAT rate that would occur before the delivery date in its prices.

Payment Methods

Payment is made by bank card, Visa or Mastercard.

The ordered items remain the exclusive property of the seller until the buyer fully pays for the order.

Any claim must be issued by letter addressed to the seller's headquarters or by email to the address Avenue Brugmann 85, 1190 Forest Belgium within 8 clear days from the date of receipt of the invoice. Otherwise, the invoice will be presumed to be accepted by the client.

Geographical Areas

We only deliver to the following countries: Belgium

Right of Withdrawal

In accordance with the law, the consumer has the right to notify the seller that they wish to cancel their purchase, without penalty and without giving any reason, within 14 clear days from the day after the delivery of the goods or the conclusion of the service contract. Once expressed, they have another 14 days to return the good. This right of withdrawal does not apply to the professional buyer. This right is only applicable for the employee portal in B2C. This right is not applicable in B2B i.e., through the Relieve platform with beneficiary organizations.

The consumer buyer can also complete the process by returning the following form:

The consumer is informed that they cannot use their right of withdrawal in the following cases (art.VI.53 of the Economic Law Code):

Supply of goods made to the consumer's specifications or clearly personalized;

Supply of goods likely to deteriorate or expire rapidly;

Supply of sealed goods that cannot be returned for health or hygiene protection reasons and which have been unsealed by the consumer after delivery;

Supply of digital content not provided on a physical medium if the execution has started with the express prior agreement of the consumer, who has also acknowledged that they will lose their right of withdrawal in doing so.

Within this period, the consumer must notify their decision to withdraw by means of an unambiguous declaration either by email to the following address, or by mail to the address of our registered office as mentioned above. In the event of withdrawal, the seller will refund all payments received from the buyer, including delivery charges but not return charges and this without undue delay.

The return costs are borne by the buyer and the goods travel at their risk and peril.

We ask if possible to return the good in its original packaging, accompanied by all its accessories, the user manual. The law provides that your liability may be engaged in the event of depreciation of the goods resulting from manipulations of the goods other than those necessary to establish the nature, the characteristics and the good functioning of these goods.

The seller reserves the right to only proceed with a partial refund if it turns out that the returned good has been damaged or is incomplete.

Legal Warranty

The buyer acting for private purposes benefits from the legal warranty of two years and other rights under the law of September 1, 2004, concerning the protection of consumers in the sale of consumer goods.

In accordance with Article 1649quater §2 of the Civil Code, the consumer is required to inform the seller of the existence of a lack of conformity within two months from the day the consumer noticed the defect.

For used goods, the warranty period is one year from the delivery of the goods. 

This warranty only covers defects in conformity existing at the time of the delivery of the goods. Defects or damage due to misuse, such as water damage, oxidation, drop or shock, negligence, and wear, are not covered by the warranty. Likewise, repairs carried out by technicians not approved by our services will result in the cancellation of the warranty.

The invoice or the delivery note acts as a warranty title and must be kept by the consumer and produced in the original.

For a professional or an organization, a 6-month warranty will be applied if the material is defective or with proof of non-conformity. It will then be either refunded or exchanged for credit on the platform.

After-Sales Service

For any claim, our team is available 7 days a week by email at the following address:


The refund will be made no later than 14 working days following the date of receipt of the goods subject to the request for withdrawal or following the date of receipt of proof of return of said goods. The refund will be made on the account through which the order was paid.

This is not applicable for professionals.


The obligations that the seller undertakes, in the online sales process, are considered obligations of means in the sense of article 5.72 of the Civil Code. Its liability cannot be engaged for damage resulting from the use of the Internet network and online payment such as loss of data, intrusion, virus, service break, or other involuntary problems. The seller's liability cannot be directly or indirectly held, in any capacity and for whatever reason, in case of fault committed in the execution of its services, even heavy, except in case of fraud or intentional fault. Notwithstanding article 5.229. of the Civil Code and except in cases of fraud, the seller will not be responsible for the faults committed by its auxiliaries (employees, subcontractors, etc.) in the performance of services and, consequently, she cannot be held responsible for any damage that these faults may cause to third parties.

The data included on the site are communicated in good faith. The links proposed to the sites of manufacturers and/or partners are given for information only and have no contractual value. The seller cannot be held responsible for information from these sites.

The buyer is responsible for the choice and use of the product delivered by the seller. They certify that they are over 18 years old at the time of the order. The seller declines all responsibility in case of inaccuracy of the information communicated to him by the buyer.

Intellectual Property

All elements of this site, including its texts, drawings, photos, possible films, data, databases, software, domain names, logos, and any other element that appears there, remain the exclusive intellectual property of the seller. Any copying, adaptation, translation, arrangement and/or modification, in whole or in part, in any form and by any means - electronic, mechanical or otherwise - are strictly prohibited, except with prior written authorization from Relieve Group SRL. Any violation of this clause can lead to civil, commercial and/or criminal prosecution.

Personal Data

The customer is informed that personal data collected and processed in relation to the contract (document supporting the offer or agreement) are strictly confidential. This data is collected and gathered for accounting purposes and good contract management, as well as its file in the context of the supply of goods and/or following services: Order tracking, delivery, and accounting. The customer is informed that if they do not provide us with the correct data, it can, in some cases, hinder the smooth running of the contract execution process. If the data has been provided to us incorrectly or inaccurately, we can in no case be held responsible.

The personal data communicated by the customer is managed by the data processing manager, identified by their Name, First name, Telephone, and if a company, its name, address, VAT number, and status.

The collected data includes: the name, first name, address, telephone number, email, VAT number if applicable.

This data will be kept for a duration of 1 year after the order. Once this period has ended, accounting and/or legal data are archived, and other data are erased.

In accordance with regulation 2016/679 of the European Parliament and Council of April 27, 2016, relating to the protection of individuals with regard to the processing of personal data and on the free movement of such data, and in accordance with the law of July 30, 2018, relating to the protection of individuals with regard to the processing of personal data, the customer has a right of access to data, a right of rectification or erasure of these. The customer also has the right to request a limitation on the processing of their personal data, to oppose the processing of their data, and the right to the portability of their data.

They can also object at any time to these data being used for purposes foreign to those of the good management of their file, where applicable.

For any questions relating to your rights concerning your personal data, do not hesitate to contact the person responsible for processing your data.

Relieve Group is committed to implementing all appropriate and reasonable technical and organizational measures to ensure the protection of the client's data. It is committed to this regard to an obligation of means.

The customer, if they feel they have been harmed in the context of the protection of their personal data, can contact the supervisory authority:

Data Protection Authority

Press Street, 35, 1000 Brussels

+32 (0)2 274 48 00

+32 (0)2 274 48 35


Saving Clause

The invalidity, non-applicability, or illegality of one of the clauses provided in any of the contracts agreed between parties (specific and general conditions or other conventions), does not in any way lead to the invalidity or nullity of the other provisions of the contract. All of the clauses remain fully valid.


Except for payment proceedings, the parties undertake to try to resolve by mediation or conciliation any dispute relating to the validity, interpretation or execution of this agreement.

This will begin no later than the 15th clear day following the request for mediation or conciliation notified by one of the parties to the other party. Unless expressly agreed by the parties to the contrary, the duration of the mediation or conciliation cannot exceed 30 clear days. Once this period has passed, the parties will be free again to introduce their dispute before the courts and tribunals.

The buyer acting for private purposes has the possibility in the event of a dispute to introduce a request with the Consumer Mediation Service. Information on alternative dispute resolution methods can be obtained via the link

However, we reserve the right to submit any possible dispute exclusively to the courts. In the event of a dispute, the courts of the seller's head office are competent, except for binding legal provisions to the contrary.

The applicable law is Belgian law, in French.

The parties accept, in the context of their relations, electronic means of proof.