These general terms and conditions (together with the information and rules contained in the “Customer Service” pages on the Site and any other document to which these General Terms and Conditions refer) (“General Terms and Conditions”) set out the legal terms that apply to your use of the dextroz.com website (the “Site”) and to the other services we provide (the “Services”).

Please read these General Terms and Conditions carefully and make sure you understand them before using the Services. By using the Services, you agree to be bound by these General Terms and Conditions. If you do not accept these General Terms and Conditions, you will not be able to use the Services and must leave the Site immediately. If you continue to use the Site or if you order products, we will consider that you accept these General Terms and Conditions.

UNDERSTANDING THESE GENERAL TERMS AND CONDITIONS

When certain words and phrases are used in these General Terms and Conditions, they have a particular meaning (these words and phrases are called “defined terms”). You can identify these defined terms because they begin with a capital letter (even if they are not at the beginning of a sentence). When a defined term is used, it has the meaning given to it in the part of the General Terms and Conditions in which it is defined (you can find these definitions by looking at the sentence in which a defined term is included in parentheses and in quotation marks).

When we refer to “we”, “our” or “us”, we refer to dextroz.com, SOLENTIS Sprl. When we refer to “you” or “your”, we refer to you, the person using the Services.

We have used headings to help you understand these General Terms and Conditions and to find information easily. These General Terms and Conditions are a translation of the English version. We do not keep copies of our contracts between us and you regarding the provision of the Services; therefore, with respect to the sale of products, we recommend that you print or save a copy of these General Terms and Conditions for your reference (however, please note that we may amend these General Terms and Conditions from time to time, so please check our Site frequently, and each time you use our Services to order products, to ensure you understand the legal terms that apply at that time).

ABOUT US

We are SOLENTIS sprl and we operate the dextroz.com Site. We are a company registered in Belgium and our registered office is located at Avenue Princesse Elisabeth 69, 1030 Brussels. Our company registration number is 0867334408 and our VAT number is BE0867334408.

We provide the Services to you via the Site. Further details about the Services we provide are available in section 3 below. When you buy products using the Site, you buy them from SOLENTIS SPRL.

OUR SERVICES

The Services we offer allow you to search the entire Site and purchase products. We also provide auxiliary services such as arranging delivery of products and providing customer support. However, as stated above, the contract for the purchase of products is between you and Solentis. This means that we are legally responsible for the sale of products to you.

To use the Services you must be over 18 years old.

OUR LIABILITY TO YOU IN RELATION TO THE SERVICES

If, in providing the Services, we fail to comply with these General Terms and Conditions, we are responsible for any loss or damage you suffer that is a foreseeable consequence of our breach of these General Terms and Conditions or our negligence, but we are not responsible for any loss or damage that is not foreseeable. A loss or damage is foreseeable if it is an obvious consequence of our breach or if it was contemplated by you and us at the time you started using the Services.

We do not exclude or limit in any way our liability for:

(a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) any other liability that the law prohibits us from limiting.

PRODUCTS

We strive to be as accurate as possible in describing products. Product images on the Site are for illustrative purposes only. Although we try to display colours accurately, we cannot guarantee that your computer’s display of colours accurately reflects the colour of the products.

If the products you have ordered do not match their description, are defective, or are of a lower quality than equivalent standards, you may return them to us and you will receive a full refund of the price of the defective product, any applicable delivery charges, and reasonable expenses you incur in returning the products (we will inform you whether the products will be collected from you or whether you must arrange their return). Please see section 10 below for information on how to return products to us.

As a consumer, you have rights in respect of any defective products or products that are not as described. Advice about your rights can be obtained from the Directorate-General for Competition, Consumer Affairs and Fraud Control. Nothing in these General Terms and Conditions will affect those rights.

The products sold are supplied for your purely domestic and personal use. You agree that you will not use the products for commercial purposes or resale. Solentis/Dextroz has no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity.

ORDERS, PRICES AND PAYMENT

By completing the purchase process and placing an order, you offer to purchase the relevant products. Your order for products is subject to these General Terms and Conditions, which are incorporated into the contract between you and Solentis sprl. All orders are subject to availability and confirmation of the order price.

To place an order, you must be over 18 years old and have a valid credit or debit card (please see section (c) below for information on acceptable payment methods). By placing an order, you warrant that all details you provide are true and accurate, that you are over 18 years old, that you are authorised to use the credit or debit card used to place your order, and that there are sufficient funds in the account to cover the cost of your order.

The Site allows you to review your order and correct any errors before submitting it. Please take the time to read and check your order on each page of the checkout process, as you are responsible for ensuring the accuracy of the information you provide (for example, the correct products, the correct quantity, the correct size, the correct colour, etc.).

(a) Formation of the contract between you and Solentis sprl

The identity of Solentis is indicated on the product page, in your shopping basket when your products are added, and on the order confirmation page when you place an order.

When you place an order, you will receive an acknowledgement of receipt by email confirming that we have received your order. This email is only an acknowledgement for information purposes and does not constitute acceptance of your order by Solentis sprl. The contract between you and Solentis sprl for the products will only be formed once we have accepted your order. If Solentis accepts your order, we will send you an email confirming this. This confirmation email will include a description of the products included in the order and certain other information about your rights to cancel the contract entered into between you and Solentis (please see section 10 below for more information about your rights to cancel the contract). Only the products listed in the confirmation email are included in the contract between you and Solentis sprl.

(b) Price and availability

Although we try to ensure that all information, descriptions and prices on the Site are accurate, errors may occur because the information is provided to us by Solentis sprl. If we become aware of an error in the price of products you have ordered, we will inform you as soon as possible on their behalf and give you the option either to reconfirm your order at the correct price or to cancel it. If we are unable to contact you, your order will be treated as cancelled. If you cancel and you have already paid for the products, you will receive a full refund.

If you browse the Site from the United Kingdom or another country in Europe, the prices displayed on the Site for Dextroz.com products within Europe include VAT. Delivery charges are not included in prices and will be charged in addition. Delivery charges will vary depending on the products you have ordered and your delivery address. Please see the “Delivery” section under “Orders and Delivery” for more information about estimated delivery charges and dispatch times. The delivery charges for your order will be clearly displayed on the Site before you place your order (and are included in the “Total price” shown on the order summary page).

Depending on your delivery address, different tax rules and other charges may apply. If products are shipped from Dextroz.com outside your territory, you may be required to pay import duties upon receipt of your products. During the checkout process we will indicate whether customs duties are included or whether you must pay them upon receipt of your products. If they are not included, we cannot control these charges and cannot predict their amount. You will be responsible for paying these non-included taxes and customs duties. You can find additional information in the “Fees and Taxes” section under “Orders and Delivery”.

Please note that if you return a product, import charges will be refunded if they were originally included in the purchase price. If they were not included, you will be responsible for claiming them from your local customs office.

(c) Payment

What payment methods are accepted on the Site?

Bancontact, Visa, Mastercard

When you place an order, we carry out a standard pre-authorisation of your payment card on behalf of Solentis sprl. Products will only be dispatched once this pre-authorisation check has been completed. For information about when your account will be charged, please see “When will I be charged?” in our “Orders and Delivery” section.

Once we have verified your payment details and Solentis sprl has accepted and validated your delivery request, we will send you an email to inform you.

In the unlikely event that we encounter a problem while processing your order, we will send you an email explaining the issue and may request additional information in order to try to resolve it. We reserve the right not to submit your order if, for example, the product ordered is out of stock, has been withdrawn or is otherwise unavailable, or if we do not obtain authorisation for your payment or you do not meet the eligibility criteria (for example, if you are under 18 years old).

DELIVERY

The expected delivery date of the products will be specified in your order confirmation. We will try to ensure that your order is delivered on that date, but in certain circumstances delivery may be delayed due to events beyond our reasonable control (please see section 15 below for more information on this). In this case, we will try to deliver your products as soon as possible, but we cannot be held responsible for any loss resulting from such a delay.

Delivery times may vary depending on product availability and your delivery address. Delivery times are estimates only and cannot be guaranteed. Products will be shipped directly by Solentis sprl, so your order may arrive in multiple parcels.

If no one is available at your address to receive the delivery, the carrier will leave a message and you will need to contact them to arrange a new delivery.

Please also review the information available on our “Orders and delivery” page, as it contains important information about your order and its delivery.

INTERNATIONAL DELIVERY

The list of countries to which we deliver can be found in our “Orders and delivery” section. Restrictions apply to international deliveries of certain products, so it is important that you carefully check the information on that page before ordering products.

If you order products for international delivery, your order may be subject to taxes and customs charges applied when the delivery reaches the destination. Please refer to paragraph 7(b) above for more information on customs duties and taxes. To facilitate delivery to customers, we use a third-party importer in some countries.

You must comply with applicable laws and regulations of the country to which the products are destined. We will not be responsible if you breach those laws and regulations.

RETURNS POLICY

Please take the time to read our Returns Policy in the “Returns and Refunds” section.

Depending on your place of residence, if you are a consumer you benefit from rights to cancel your order in accordance with the “Consumer Protection (Distance Selling) Regulations 2000 (DSRs)”. Therefore, for a specified period, if you change your mind or for any other reason decide you do not wish to keep the products, you can notify us of your decision to cancel and receive a refund from Solentis sprl. You can find more details about when and how you can cancel your order by clicking the link above, and in the section: “CONSUMER PROTECTION (DISTANCE SELLING) REGULATIONS (DSRS)” of our Returns Policy.

OUR SITE

This section sets out the rules that apply to the use of our Site (whether you use it to order products or simply browse the Site). By using this Site, you agree to these rules. If you do not agree with these rules, you are not authorised to use the Site and must leave it immediately.

(a) Access to the Site

Access to the Site is free of charge. You are responsible for making all arrangements necessary to access the Site. You are also responsible for ensuring that all persons who access the Site through your internet connection are aware of these General Terms and Conditions and that they comply with them.

Access to the Site is permitted on a temporary basis and does not include any commercial use of the Site or its content. You may not reproduce, copy and/or exploit the Site for any commercial purpose without our prior written consent.

We reserve the right to withdraw or amend the Site without notice and, from time to time, we may restrict access to all or part of the Site. We will not be liable to you if, for any reason, the Site is unavailable at any time or for any period.

When you visit the Site and/or place an order, you communicate with us electronically and you agree that all contracts, notices, information, advertising and other communications that we send to you electronically satisfy the same legal requirements as communications in writing.

(b) Your conduct

You must not use the Site in any way that causes, or may cause, the interruption of the Site or access to the Site, damage to the Site, or deterioration of the Site.

You understand that you are responsible for all electronic communications and content sent from your computer to us and you must use the Site only for lawful purposes.

You must not use the Site in any way:

• in any way that would violate any applicable local, national or international laws or regulations;

• in any way that is fraudulent or unlawful, or has any fraudulent or unlawful purpose or effect;

• to send, use or re-use any material that is (i) illegal, offensive, abusive, indecent, defamatory, obscene or menacing, and/or (ii) in breach of copyright, trademark, confidentiality, privacy or any other rights, and/or (iii) otherwise injurious to third parties, and/or (iv) objectionable, and/or (v) consists of or contains software viruses, political campaigning, commercial solicitation, chain letters, mass mailings or any form of “spam” to harm, annoy, inconvenience or cause unnecessary anxiety to any person.

Where the Site contains hyperlinks to other sites and resources provided by third parties, these hyperlinks are provided for your information only. We have no control over the contents of those sites or resources and such hyperlinks should not be interpreted as endorsement by us. We will not be liable for any loss or damage that may arise from your use of those hyperlinks.

(c) Hyperlinks

We are happy for you to link to the Site, but you must do so in a fair and lawful way and in a way that does not damage our reputation or take advantage of it (for example, by using a hyperlink to suggest any association with us or any endorsement by us). We reserve the right to withdraw linking permission at any time and, if we ask you to remove a hyperlink to the Site, you must do so promptly.

Where the Site contains hyperlinks to other sites and resources provided by third parties, these hyperlinks are provided for your information only. We have no control over the contents of those sites or resources and such hyperlinks should not be interpreted as endorsement by us. We will not be liable for any loss or damage that may arise from your use of those hyperlinks.

(d) Our liability regarding the Site

We may update or change the Site or its content at any time, but we are under no obligation to do so. Please note that this means that any content on the Site may be out of date at any given time. The content on the Site is provided for information purposes only. It is not intended to amount to advice on which you should rely. We make no representations, warranties or guarantees, express or implied, that the Site or its content is accurate, complete, up to date or free from errors or omissions. To the extent permitted by law, we exclude all conditions, warranties, representations or other terms, whether express or implied, that may apply to the Site or its content.

We will not be liable to you or to any user for any loss or damage, whether in contract, tort (including negligence), breach of statutory duty, or otherwise, arising under or in connection with: (i) use of, or inability to use, the Site; or (ii) use of or reliance on any content displayed on the Site.

Please note that we provide the Site for domestic and personal use only and, accordingly, we will not be liable to you for any loss of profit, loss of business, business interruption or loss of business opportunity.

We will not be liable for any loss or damage caused by a virus, distributed denial-of-service attack, or other technologically harmful material that may infect your computer equipment, computer programs, data or other proprietary material due to your use of the Site or to your downloading of any content on it, or on any website linked to it.

We do not exclude or limit our liability for:

death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; any other liability that cannot be limited by law. Different limitations and exclusions of liability apply to liability resulting from our role as provider of the Services that provide you with products.

PRIVACY POLICY

We use your personal data in accordance with our Privacy Policy. Please take the time to read this document carefully, as it contains important information about how we collect and use your data. By using the Site, you agree that your data may be used in accordance with our Privacy Policy and you warrant that all data provided by you is accurate.

INTELLECTUAL PROPERTY, SOFTWARE AND CONTENT

We are the owners or licensees of all intellectual property rights in the Site and its content (such as text, graphics, logos, icons, images, audio recordings, digital downloads, data compilations and software including the layout and compilation of these) (“Content”). The rights in the Site and the Content are protected by international copyright law, as well as by any national copyright and database rights laws. All such rights are reserved.

You may not systematically extract and/or re-use parts of the Site or the Content. In particular, you may not, without our prior written agreement, use data mining, robots or other data gathering and extraction tools to extract (whether once or many times) and re-use substantial parts of the Site (for example: our prices or product listings).

Unless otherwise stated, all persons (including their names and images), all third-party trademarks and all product images belonging to third parties, services and/or addresses displayed on the Site are in no way associated with, linked to or affiliated with us. All copyrights/trademarks displayed on the Site belong to their respective owners.

ETHICAL SOURCING POLICY

As a reputable and trusted business committed to offering customers high-quality products, we recognise our obligation to ensure that we act ethically. Solentis acts in compliance with national labour laws and regulations, paying particular attention to: minimum employment age, freely chosen employment, health and safety, freedom of association and the right to collective bargaining, non-discrimination, no harsh or inhumane treatment, working hours, wages, and employment contract conditions.

OTHER IMPORTANT INFORMATION

Severability: Each section and paragraph of these General Terms and Conditions is separate. If any court or competent authority decides that any of them are unlawful or unenforceable, the remaining paragraphs and sections will remain in full force and effect.

Waiver: If you breach these General Terms and Conditions and we do not take action, or we delay taking action, this does not mean that we waive our rights against you and we will still be entitled to take action. If we waive pursuing you, we would only do so in writing (a waiver signed by one of our directors), and this does not mean that we would automatically waive acting in the event of a future breach by you.

Governing law and jurisdiction: These General Terms and Conditions are governed by Belgian law. The courts of Belgium will have exclusive jurisdiction over any dispute or claim arising out of or in connection with these General Terms and Conditions.

Entire agreement: These General Terms and Conditions constitute the entire agreement between you and us and replace any previous agreement between you and us.

Force majeure: We, Solentis sprl, will not be liable for any failure or delay in the performance of any of our obligations to you where such failure or delay is due to a force majeure event.

A force majeure event means any act or event beyond our reasonable control such as severe weather, acts of war, terrorist attacks, embargoes, riots, strikes, lockouts, trade disputes, fires, floods, earthquakes or any other natural disasters, failures, adverse weather, transport disruptions, acts of government, or failures of public or private telecommunications or transport networks.

In the event of such an occurrence affecting the performance of our obligations to you: (i) we will contact you as soon as possible to inform you; and (ii) our obligations to you will be suspended for the duration of the event. If the force majeure event affects delivery of your products, we will contact you to arrange a new delivery date once the event has ended.

Complaints: We operate a complaints-handling procedure which we will use to try to resolve disputes when they arise. Please see our “Help & Contact” page for more information on how you can contact us.

CANCELLATION

You can cancel your order for any reason before it has been processed. After that, you can no longer cancel your order, but you can return the products if you wish. You can also contact our Customer Service on +32.2.241.85.50 (available Monday to Friday from 11am to 7pm).

DELIVERY

DELIVERY INFORMATION:

Certain beauty products may contain elements that pose a risk to health, the environment or property; Solentis sprl assures you that the cosmetic products offered on our site will not contain any such elements.

Solentis delivers orders Monday to Friday between 9am and 5pm via leading carriers. As each order is unique, delivery cost varies depending on the size, weight and destination of the items ordered. For last-minute purchases, express delivery and same-day delivery are available for most destinations.

Depending on your location, we also offer a single delivery cost for orders over €140.

This means you can order multiple items from different origins and pay only one delivery cost. This amount corresponds to the cheapest delivery option available for the item that comes from the origin point farthest from you. All available delivery options will be shown at checkout.

DELIVERY TIMES:

DHL EXPRESS or BPOST — For most destinations in Europe and the USA: delivery in 2–4 days. For the rest of the world: delivery in 3–7 days.

UPS STANDARD — Available in Europe only: delivery in 5–7 days*

UPS EXPRESS SAVER — For most destinations in Europe and the USA: delivery in 2–4 days. For the rest of the world: delivery in 3–7 days.

The indicated transit times are for guidance only and are based on the time your parcel is dispatched. Solentis declines all responsibility for any delays caused by customs clearance procedures or payment delays.

IMPORT FEES AND TAXES:

For customers residing in the European Union, we cover import fees paid for the countries above. You will not receive an additional invoice upon receipt of your order. If you order from your own customs zone or from your own country, import fees do not apply, but you may have to pay VAT or a local sales tax. For the United Kingdom, these taxes are included in the price at checkout.

ALL OTHER CUSTOMERS

For customers in the rest of the world, we ship orders with import fees payable. This means import fees are not included in the prices you see online and you may have to pay customs charges upon receipt of your order or later depending on your country’s customs rules. You will not have to pay VAT or sales tax, but there may be other local taxes you must pay to receive your order.

RETURN SERVICE

Order a paid return collection.

Dextroz offers all its customers a paid return service.

You have 14 days after receiving your order to send us your return. We recommend ordering your return within 7 days of receiving your order. Please note that we can only collect returns in the country in which the order was delivered.

To order a return

Log in to dextroz.com and select “My Account”. Under “Orders & Returns”, select the return request next to the order you wish to return. Select the products you wish to return and complete the steps to organise the return. We will send you an email with your Return Merchandise Authorisation (RMA) number, as well as confirmation of the time and address, a reference number and the documents required for the return.

Next steps:

Please place any item you want to return in the Dextroz box, with all original packaging, and leave it open until the courier checks the contents. Attach the return labels and a copy of the signed return invoice to the outside of the Dextroz box. Make sure not to attach labels to the item’s monogrammed box. Please do not close the box before the courier arrives to collect it, as they must verify the contents. Note: simply visit your account to organise multiple collections and repeat this process for each return.

Please note that you have 30 days from the collection of your return to contact us and ensure that we have recorded the return and that we have received the product(s). If you contact us after this period, we cannot guarantee the refund.

ORDER TRACKING

After placing your order, you will receive an email containing all information relating to it. We may contact you to verify your payment. Once the order is approved, Solentis sprl will do its best to dispatch the order within the next 2 business days.

Depending on your location, delivery will take between 2 and 7 business days from the day the order is dispatched. We will make sure to provide you with the tracking number and the estimated delivery date. You can also track your order from the “My orders” section of your Dextroz account.

We always strive to deliver orders within the specified timeframes; however, we are not responsible for delays caused by customs processing or if your payment has not been validated.