sitoraGeneral terms and conditions of sale of Sitora, Diestsesteenweg 229, 3300 Tienen, Belgium, [email protected], company number BE 0838.279.443.
1. Scope
All contractual relations between Sitora and its customers are governed by these general terms and conditions of sale, to the exclusion of the buyer’s general or specific terms. Every buyer can obtain a full copy of these terms from Sitora on simple request. They apply to the sale of goods, the delivery of goods and the provision of services, both in the shop and on this website.
2. Prices and orders
Prices on the website are shown in euros, including 21% VAT for private customers. On the professional version of the website, prices are shown excluding VAT. An online order is final once you receive the confirmation by e-mail. For delivery, shipping costs and returns, see Shipping & returns.
3. Risk and ownership
The risk of damage, destruction and loss of the goods passes at the moment of delivery. Ownership of the goods passes only after full payment by the buyer. Until the full amount due has been paid, the buyer may not dispose of the goods, in particular by pledging them, selling them to a third party or making them available to a third party under any title whatsoever. The buyer may also not transform, alienate, transfer or encumber the goods.
4. Warranty
All products bought by a consumer from Sitora benefit from the legal warranty of at least 2 years. This warranty applies to normal use, in accordance with the item’s use and maintenance instructions. If the warranty period is longer than two years, this is stated in the item’s specifications.
5. Made-to-measure items
For made-to-measure or made-to-plan items (for example windows and doors), Sitora prepares the offer based on the measurements supplied by the buyer, who is fully responsible for their accuracy and checks on the order form that they have been copied correctly. Items made to the customer’s specifications are excluded from the right of withdrawal.
6. Delivery errors
Any error made by Sitora regarding the delivered goods (for example an error in number, quantity or quality) must be reported by the buyer within 48 hours of the delivery date and time stated on the signed delivery note.
7. Visible and hidden defects
The buyer reports any visible defects in the delivered goods and any shortcomings in the services to Sitora by registered letter within 48 hours of delivery or performance. Otherwise the buyer can no longer rely on these defects. Hidden defects must be reported to Sitora within two months of their discovery.
For a professional buyer, a claim based on a hidden defect must be filed no later than 2 months after delivery, failing which it lapses. This period does not apply to a consumer, who does not act in the course of a business or professional activity. If the claims of a buyer who is not a consumer are founded and admissible, Sitora’s obligations are limited to replacing or repairing the non-conforming goods, or to repairing the defect in the case of a service, at the seller’s choice. Such a buyer is not entitled to any other compensation.
These provisions do not affect the consumer’s statutory rights, in particular the two-year legal warranty.
8. Force majeure
Sitora reserves the right to cancel orders without compensation in the event of force majeure preventing their normal performance. Events such as strikes, transport shortages, fire, flood, equipment damage, riots, war, epidemics and accidents at Sitora or at one of its suppliers are considered force majeure, even if partial and whatever the cause. This list is not exhaustive.
9. Intellectual property
The Sitora website and all its parts, except certain links to websites outside the Sitora domain, are the property of Sitora. It is prohibited to publish, copy or store information from the website without Sitora’s express written permission. This permission is not required for personal, non-commercial use of the website.
10. Complaints and disputes
We recommend that you send any complaint by e-mail to [email protected]. If this does not lead to a solution, you can refer the dispute to the Consumer Mediation Service or to the Retail Ombudsman, an independent body recognised by the FPS Economy that offers a free mediation procedure: ombudscom.be.
In the event of a dispute between Sitora and a customer, the courts of Brussels have exclusive jurisdiction, without prejudice to the provisions of the Judicial Code that apply to disputes with a consumer. These terms and conditions are governed by Belgian law.
11. Right of withdrawal
As a consumer you have 14 days to withdraw from a distance purchase. The conditions and the form are on the Right of withdrawal page.
Last updated: 19 October 2026