Policy

Terms and conditions

General terms and conditions T’Hooft BV

Version August 2026

These general terms and conditions apply to sales, orders and services of T’Hooft BV, trading under the name T’Hooft Buitengewoon, both via the webshop and, where relevant, via the showroom, quotations, distance orders and project supervision.

1. Company identity

T’Hooft BV
Trade name: T’Hooft Buitengewoon
Moortelputstraat 1
9031 Drongen
Belgium

Email: info@thooft.com
Phone: +32 9 282 31 22

Company number: 0419553704
VAT number: BE0419553704

Hereinafter referred to as: "T’Hooft", "we" or "us".

The person or company that purchases goods or services from T’Hooft is hereinafter referred to as the "customer".

2. Applicability

These conditions apply to every order, sale, quotation, agreement or service provision between T’Hooft and the customer, unless otherwise agreed in writing in advance.

When placing an order via our webshop, the customer accepts these general terms and conditions before placing the order.

Individual agreements explicitly included in a quotation, order form or order confirmation take precedence over these general terms and conditions insofar as they expressly deviate from them.

The version of the general terms and conditions applicable at the time of the order remains applicable to that order.

Mandatory legal rights of consumers always take precedence over provisions in these general terms and conditions.

3. Consumers and professional customers

By consumer, we mean any natural person who acts for purposes that are outside his trade, business, craft or professional activity.

By professional customer, we mean any natural or legal person who primarily acts within the framework of a professional activity.

Provisions regarding the legal right of withdrawal only apply when the law grants this right to the customer, in particular for certain distance contracts with consumers.

A purchase concluded physically in our showroom does not automatically entitle the customer to withdrawal or return, unless T’Hooft commercially allows this or the law dictates otherwise.

4. Product information, dimensions, colors and suitability

T’Hooft pays great attention to the presentation and description of its products.

Dimensions, weights, materials, colors, technical characteristics, images and other product data are displayed as accurately as possible.

However, minor deviations may occur, partly due to:

  • natural properties and nuances of wood, natural stone, ceramics, fabrics and other materials;

  • production and dye lot differences;

  • changes by the manufacturer;

  • settings and color reproduction of screens;

  • manual production or finishing.

Such normal and reasonable material or product characteristics do not in themselves constitute a defect.

The customer is responsible for checking dimensions and for the suitability of a product for the intended location and application, unless T’Hooft has explicitly carried out a site measurement or technical study.

In case of doubt about dimensions, comfort, color, material, configuration, subsurface, wind load, placement or use, T’Hooft invites the customer to contact our team or visit our showroom before ordering.

Our advice is given based on the information we have and the information the customer provides us with.

Any T’Hooft classifications such as the Outdoor Score serve as a practical selection and usage aid. They do not replace the specific maintenance, usage and warranty conditions of the manufacturer and do not constitute an unlimited guarantee against weather influences, wear or improper use.

5. Prices

All consumer prices are expressed in euros and include VAT, unless expressly stated otherwise.

The price confirmed at the time of the order applies to that order.

Subsequent price changes do not affect already definitively accepted orders, except when:

  • the customer requests changes after ordering;

  • there is an obvious material or technical price error that the customer could reasonably recognize as an error;

  • parties agree otherwise in writing.

Delivery, assembly, installation, placement, project study and other services are only included when explicitly stated.

6. Promotions, discounts and Outdoor Rewards

6.1 General

Promotions, discount codes and commercial benefits apply exclusively during the indicated period and according to the communicated conditions.

T’Hooft may exclude certain products, brands, promotions, outlet items or other categories from specific commercial actions, provided this is clearly communicated before the purchase.

Outdoor Rewards are not a discount but a conditional commercial benefit linked to a qualifying purchase.

6.2 Reward tiers

When Outdoor Rewards apply to an order, the program works according to the tiers communicated at that time, currently:

  • from €500;

  • from €1,500;

  • from €2,500;

  • from €5,000.

For each tier reached, the customer can, where offered, choose from the Rewards linked to that tier.

Unless expressly stated otherwise, Outdoor Rewards are not cumulative. The customer therefore does not automatically receive the Rewards from all lower tiers.

6.3 Calculation of the qualifying purchase amount

The qualifying purchase amount is calculated based on the eligible products, including VAT and after applying any discounts.

Unless otherwise communicated, the following are not included, among others:

  • delivery costs;

  • assembly or installation costs;

  • project and consulting costs;

  • gift vouchers;

  • separately excluded products or promotions;

  • cancelled products;

  • returned products;

  • refunded products.

Outdoor Rewards are therefore linked to the finally retained qualifying purchase value.

6.4 The choice of a Reward is a one-time event

The Reward is chosen as part of the original order.

The Reward choice is linked to that original purchase and is not reopened if the order is subsequently partially changed, cancelled, credited or returned.

A partial return can therefore only:

  1. maintain the original Reward level; or

  2. completely void the right to the originally chosen Reward.

A partial return does not create a new right to a different or lower Outdoor Reward.

This principle is essential for the functioning of the Outdoor Rewards program.

6.5 Provisional nature of the Reward

An Outdoor Reward delivered with an order is provided on the condition that the customer ultimately retains sufficient qualifying goods from that order.

The definitive right to the Reward is therefore assessed based on the finally retained qualifying purchase value.

6.6 Partial return causing a Reward tier to be lost

If a partial cancellation, withdrawal, return or refund leads to the retained qualifying purchase value falling below the tier of the chosen Reward, the right to that Reward lapses.

In that case, the customer must also return the originally received Reward to T’Hooft.

In the event of a voluntary withdrawal or return:

  • the direct return costs of both the returned goods and the Reward to be returned are borne by the customer;

  • the Reward must be returned in full and in good condition;

  • no right arises to send or choose a Reward from a lower tier.

After a partial return, no replacement Outdoor Reward will therefore be sent.

6.7 Example

A customer places a qualifying order of €5,200 and chooses an Outdoor Reward from the €5,000 tier.

The customer then returns goods, so that ultimately only €3,200 of qualifying products are retained.

The customer therefore no longer meets the conditions of the €5,000 tier.

The originally received €5,000 Reward must be returned.

Although the remaining purchase value is higher than €2,500, this does not create a new right to a Reward from the €2,500 tier.

The Reward choice is not reopened after a partial return.

6.8 Failure to return or damaged return of the Reward

If a Reward must be returned but:

  • is not returned;

  • is returned incomplete;

  • is damaged;

  • or was used in such a way that it cannot reasonably be offered again,

T’Hooft reserves the right, insofar as legally permitted, to set off the previously communicated or objectively demonstrable value of the lost promotional benefit against the amount to be refunded.

T’Hooft may, insofar as legally permitted, wait with the full settlement of the refund until the Reward to be returned has been received or the customer has provided proof of shipment thereof.

6.9 Return without reduction of the Reward tier

If a customer partially returns goods but the remaining qualifying purchase value still reaches at least the original Reward tier, the customer may keep the Reward.

6.10 Full withdrawal

If a qualifying order is completely withdrawn or refunded, the right to the associated Outdoor Reward also lapses.

In that case, the Reward must be returned along with the goods.

6.11 No cash value or separate exchange

Outdoor Rewards:

  • cannot be exchanged for cash;

  • do not entitle the customer to a credit if they do not want the Reward;

  • cannot be freely exchanged for another Reward after delivery;

  • cannot be returned separately for payment or credit;

  • cannot be combined between different orders, unless T’Hooft expressly permits this.

6.12 Multiple orders

Separate orders are generally assessed separately for Outdoor Rewards.

A customer cannot unilaterally combine different orders to reach a higher Reward tier or artificially split orders to obtain multiple Rewards.

T’Hooft may expressly deviate from this if agreed in advance.

6.13 Promotions

Outdoor Rewards are calculated on the finally paid qualifying purchase amount after discount.

During special promotions, sales or campaigns, T’Hooft may wholly or partially exclude the Outdoor Rewards program, provided this is communicated before the purchase.

6.14 Legal rights

The terms and conditions of the Outdoor Rewards program do not limit the legal right of withdrawal, the legal warranty or other mandatory consumer rights.

If a good must be taken back due to an incorrect delivery or legal non-conformity attributable to T’Hooft, the legal rules regarding the associated costs apply.

7. Orders via the webshop

The customer selects the desired products and places them in the shopping cart.

Before completing the order, the customer has the opportunity to check their details, products, quantities, prices and delivery method.

An order entails a payment obligation.

After placing the order, the customer receives an electronic confirmation.

T’Hooft reserves the right to refuse or cancel an order in cases including, but not limited to:

  • obvious price or system errors;

  • fraud or reasonable suspicion of fraud;

  • unavailability;

  • incorrect product information that makes execution impossible;

  • impossibility to execute the order.

If an already paid order cannot be executed for a reason attributable to T’Hooft, the relevant amount will be refunded or an alternative will be agreed upon with the customer.

8. Payment and advances

The available payment methods are displayed during checkout.

An order will only be processed after a valid payment, payment confirmation or agreed advance payment arrangement has been received.

For orders where an advance payment is agreed, the remaining balance must be paid according to the terms on the order form or invoice.

Unless otherwise agreed, T’Hooft may demand payment of the full remaining balance before delivery or collection.

9. Availability and “In Stock”

Stock indicators are maintained to the best of our ability.

Due to simultaneous showroom, online or other sales, a stock discrepancy may exceptionally occur.

An indication such as “In Stock” means that the product is available according to the available stock data, but does not provide a separate guarantee that a technical stock discrepancy is impossible.

If it appears after ordering that a product is not available, T’Hooft will contact the customer as soon as possible to discuss an alternative, new delivery time or refund.

10. Delivery times

The delivery times stated on the webshop, quotation, order form or order confirmation are, unless expressly confirmed as a fixed delivery date, indicative estimated delivery times.

Premium outdoor products are often specially ordered, produced or internationally transported. Delivery times can therefore be affected by production, manufacturer, transport, material availability, customs, weather conditions or other logistical factors.

Parties agree that, unless a binding fixed delivery date has been expressly agreed upon, the ultimate contractual delivery period consists of:

the last indicative delivery period communicated to the customer, plus a maximum of 30 calendar days.

Example: if an estimated delivery time of 6 weeks is communicated, the agreed ultimate delivery window is generally 6 weeks + a maximum of 30 calendar days.

T’Hooft will endeavour to respect the original indicative period as accurately as possible and will, when we become aware of a relevant delay, inform the customer as best as possible.

If the agreed ultimate period cannot be met, the consumer retains all rights to which he is entitled under the applicable mandatory legislation.

A delay does not automatically entitle the customer to additional compensation, except when this arises from mandatory legal provisions or an express written agreement.

11. Delivery methods and shipping costs

The available delivery methods and applicable costs are communicated before completing the order.

Depending on the product, delivery can be via:

  • parcel service;

  • pallet transport;

  • specialised furniture transporter;

  • manufacturer;

  • T’Hooft's own delivery service;

  • collection from our showroom or warehouse.

For exceptionally large, heavy, fragile or difficult to transport products, additional shipping costs may apply.

If a free shipping promotion is offered on the webshop, products with exceptional volumes, weight, fragility or specific logistical requirements may be excluded. Such costs or exceptions will be communicated before purchase.

12. Own delivery, assembly and installation

When T’Hooft delivers, assembles, or installs itself, the scope of services is determined by what was ordered or agreed upon.

The customer ensures that:

  • the delivery location is accessible;

  • access roads are sufficiently wide and clear;

  • any lifts, passages, and gates are suitable;

  • the place of delivery or assembly is clear and accessible;

  • necessary permits, parking spaces, or facilities are available.

If delivery or assembly cannot take place due to circumstances on the customer's side, reasonable additional costs for a new delivery, extra working hours, or transport may be charged.

T’Hooft is not responsible for problems arising from incorrect or incomplete information about accessibility, dimensions, or on-site conditions provided by the customer.

13. Photos of deliveries and completed projects

For its own deliveries, assembly, or installations, T’Hooft may take photos of the delivered goods or the completed project.

These images may be used for internal quality control, documentation, service, and project follow-up.

T’Hooft may also use images of completed projects for its portfolio, website, social media, presentations, and other brand communication when this is legally permissible.

When publishing, we strive not to make persons, license plates, addresses, or other data visible that could reasonably directly identify the customer, unless the required consent or other valid legal basis exists.

A customer who does not wish photos of their completed project to be used for external communication can notify T’Hooft before or during delivery or afterwards.

T’Hooft will respect such a request within the limits of applicable legislation and for future publications over which T’Hooft has control.

14. Collection

When an order is ready for collection, T’Hooft will notify the customer using the available contact details.

The customer is requested to collect the order within a reasonable period.

If the customer does not respond, T’Hooft may send additional reminders.

If an order is not collected for an extended period, T’Hooft may give the customer a final deadline within which the order must be collected.

If that deadline also passes unused, T’Hooft may, to the extent permitted by law:

  • charge reasonable storage costs if these have been communicated in advance;

  • terminate the agreement for standard stock products;

  • take the goods back into stock and offer them for sale again;

  • then settle the already paid amounts in accordance with the applicable legal rules.

For custom-made, personalized, or goods specially ordered for the customer, non-collection cannot be considered a cancellation by the customer, and the agreed payment obligations remain to the extent permitted by law.

15. Inspection upon receipt

We ask the customer to check the delivered goods as soon as possible after receipt.

Visible transport damage or missing packages should preferably be noted immediately upon delivery and reported to T’Hooft as soon as possible.

Prompt notification helps us efficiently handle transport and supplier claims, but does not prejudice mandatory legal warranty rights.

16. Damage, claims and missing parts

A product issue can be easily reported by email to info@thooft.com.

We preferably ask for:

  • name and order or invoice number;

  • clear description of the problem;

  • clear photos and, if useful, video;

  • in case of transport damage, photos of the packaging if possible.

Please do not discard a damaged product or its packaging while we investigate the case.

Do not return a bulky or damaged product on your own initiative before T’Hooft has provided return or collection instructions.

We aim to assess claims as quickly as possible and, depending on the situation and legal rights, seek an appropriate solution such as a part, repair, replacement, price reduction, or refund.

17. Legal warranty

For consumers, the legal warranty applies in accordance with Belgian law.

For new consumer goods, a legal conformity warranty of two years from delivery generally applies.

The legal warranty covers defects of conformity for which the seller is legally responsible.

Normal wear and tear or damage caused by, among other things, improper use, insufficient maintenance, unsuitable storage, incorrect assembly by third parties, external damage, storms, extreme weather conditions, or use contrary to manufacturer's instructions does not automatically constitute a conformity defect.

Commercial or factory warranties do not prejudice the legal warranty rights of consumers.

The customer should always address a warranty claim to T’Hooft first.

18. Right of withdrawal for online consumer orders

A consumer who concludes a distance contract has, subject to legal exceptions, a period of 14 calendar days to withdraw from the contract without giving any reason.

For goods, this period generally starts on the day after the consumer, or a third party designated by him who is not the carrier, physically takes possession of the good.

When multiple goods from one order are delivered separately, the period generally starts after receipt of the last good.

The consumer can withdraw by sending an unambiguous statement before the end of the period to:

T’Hooft BV
Moortelputstraat 1
9031 Drongen
Belgium

or via:

info@thooft.com

The consumer can also use the model form at the bottom of these terms and conditions, but is not obliged to do so.

19. Return procedure

After notifying the withdrawal, the consumer must return the goods without delay and no later than 14 calendar days.

Unless T’Hooft expressly offers to collect the product itself, the customer organizes the return themselves.

In a regular withdrawal, the customer bears the direct costs of the return shipment.

For bulky goods, these return costs can be significantly higher than ordinary parcel costs.

If T’Hooft organizes the return at the customer's request, T’Hooft may charge the customer the actual or pre-communicated direct transport costs.

This does not apply when mandatory legislation stipulates that the costs must be borne by T’Hooft, for example in certain cases of incorrect delivery or legal non-conformity.

20. Condition of returned goods

During the withdrawal period, the consumer may only handle a product to the extent necessary to establish its nature, characteristics, and functioning, as would reasonably be possible in a store.

The consumer is liable for any diminished value resulting from use or handling beyond what is necessary for this purpose.

We ask that products be returned, where possible:

  • complete;

  • clean;

  • protected;

  • with all accessories and documentation;

  • and preferably in their original packaging.

The absence of the original packaging does not in itself nullify the legal right of withdrawal, but the customer must adequately protect the goods against transport damage and may be liable for any resulting diminished value.

21. Exceptions to the right of withdrawal – customisation and personalisation

The legal right of withdrawal does not apply when a legal exception is applicable.

This may in particular be the case for goods:

  • manufactured according to customer specifications;

  • that are clearly personalized;

  • that are produced specifically according to a size chosen by the customer;

  • or that are manufactured according to the customer's order through a specific combination of color, material, fabric, finish, or configuration, provided that this order legally qualifies as a good manufactured to customer specifications or clearly personalized.

When a product falls under this exception, we try to state this as clearly as possible before ordering.

A product is not automatically excluded from the right of withdrawal merely because it must be ordered from a supplier. The legal conditions for the exception must actually be met.

For custom-made and personalized goods that are legally excluded from the right of withdrawal, the order is binding after its conclusion and cannot be returned due to a simple change of mind.

22. Refund after withdrawal

When a consumer validly withdraws, T’Hooft will refund the amounts to be repaid in accordance with the law within the legal period at the latest.

The refund will generally be made using the same payment method as the original payment, unless otherwise agreed.

T’Hooft may, within the limits of applicable law, delay repayment until the returned goods have been received or the customer has provided proof of return.

In the case of a partial return, only the applicable amount of the returned goods and any legally due delivery costs will be refunded.

Any consequences for Outdoor Rewards will be assessed separately in accordance with Article 6.

23. Studio, advice, design and project guidance

In addition to product sales, T’Hooft also offers advice, design, and guidance for furnishing outdoor spaces.

An initial commercial discussion or product advice is not automatically chargeable.

However, more extensive project guidance can require significant time and expertise, for example:

  • site visits;

  • measurements;

  • layout proposals;

  • product and material studies;

  • technical development;

  • plans;

  • renders;

  • price studies;

  • supplier coordination;

  • revisions of designs and proposals.

When a project goes beyond ordinary sales guidance, T’Hooft may propose a project budget, study fee, or hourly rate before or during the process.

If the customer agrees to this and T’Hooft performs the agreed work, these services are due, even if the customer ultimately decides not to realize the proposed project or to realize it elsewhere.

If the project is ultimately ordered from T’Hooft, the study or advisory fee may be wholly or partially offset against the order if this has been expressly agreed upon in advance.

24. Designs and intellectual property for projects

Plans, layouts, designs, renders, drawings, texts, material concepts, proposals, and other creative elaborations made by T’Hooft remain protected by applicable intellectual property rights.

Payment of a project or study fee does not automatically mean that intellectual property is transferred.

Without prior written consent, such designs may not be copied, commercially used, or transferred to a third party with the aim of having the concept developed by T’Hooft executed elsewhere.

25. Retention of title

Delivered goods remain the property of T’Hooft until all due amounts for those goods have been paid in full, to the extent that this is legally enforceable and permissible.

The risk for consumer goods passes in accordance with the applicable legal rules.

26. Force majeure

T’Hooft is not liable for delay or non-performance resulting from circumstances reasonably beyond our control.

This may include, among others:

  • strikes;

  • fire;

  • flooding;

  • war or civil unrest;

  • pandemics;

  • government measures;

  • transport problems;

  • port or customs problems;

  • serious production disruptions;

  • shortages of materials or components;

  • energy or network failures;

  • natural disasters.

T’Hooft will inform the customer if such a situation has a significant impact on the performance of the agreement.

Mandatory consumer rights are always maintained.

27. Liability

T’Hooft performs its obligations with the care that can reasonably be expected from a professional enterprise.

No provision in these terms and conditions limits liability where this is not permitted by mandatory law.

T’Hooft is not liable for damage resulting exclusively from:

  • incorrect or improper use;

  • disregard of maintenance or safety instructions;

  • modifications or repairs by unauthorized third parties;

  • incorrect data or instructions from the customer;

  • normal wear and tear;

  • external circumstances for which T’Hooft is not responsible.

28. Privacy

Personal data is processed in accordance with applicable privacy legislation and T’Hooft's privacy policy.

T’Hooft's separate privacy and cookie statement contains further information about, among other things, personal data, Shopify, payment processing, marketing, cookies, and data subject rights.

29. Complaints

Questions, comments and complaints can be addressed to:

info@thooft.com

Where possible, please include your name, order number or invoice number, and a clear description of the query.

T’Hooft endeavors to address complaints substantively within a reasonable period and to keep the customer informed when further investigation is required.

A consumer who fails to resolve a dispute directly with T’Hooft may, under the applicable conditions, turn to the Belgian Consumer Ombudsman Service.

30. Applicable law and competent court

Agreements with T’Hooft are governed by Belgian law.

For consumers, this choice of law does not prejudice mandatory protection that they may claim under applicable law.

Disputes will be submitted to the court that has jurisdiction according to the applicable legal rules of competence.

For agreements with professional clients, the parties may, to the extent permitted by law, agree on the competent courts of the judicial district of Ghent.

31. Severability

If one or more provisions of these general terms and conditions prove to be wholly or partially invalid, unenforceable, or void, this will not affect the validity of the remaining provisions.

In such a case, the provision in question will be replaced or interpreted, as far as possible, in a manner that most closely approximates its original economic purpose and is legally valid.