Terms of service

Article 1 - Identity of the Seller

VERO DUCO S.A., trading as: DUCO Ventilation & Sun Control, or DUCO for short.

Address

Handelsstraat 19
8630 Veurne
Belgium

Availability

  • Monday to Friday from 8 a.m. to 5 p.m
  • Phone number: +32 (0)58 33 00 33
  • Email address: info@duco.eu
  • Company number: 0456.974.225
  • VAT number: BE 0456.974.225


Article 2 - Applicability

The consumer e-commerce website of VERO DUCO N.V. ("DUCO Ventilation & Sun Control"), with registered office at Handelsstraat 19, 8630 Veurne, Belgium, VAT BE 0456.974.225, RPR Gent, Veurne Branch, (hereinafter "DUCO" or "we") offers private individuals (consumers) the opportunity to purchase products online from the shop.duco.eu webshop (hereinafter: the "Webshop").

A consumer refers to any natural person acting for purposes outside their trade, business, craft, or professional activities (hereinafter: the "Consumer").

These General Terms and Conditions apply to any order for a product listed on this Webshop.

When placing an order on this Webshop, you explicitly agree to our General Terms and Conditions. These conditions can always be consulted via the website and are available in Dutch, French and English.


Article 3: Price

All prices stated are expressed in EURO, always including VAT and all other obligatory taxes or duties to be borne by the Consumer. 

Discounts via discount codes and shipping costs will be calculated at checkout. 
Shipping is always free for orders from €100. For orders less than €100 you pay €4.99 in shipping costs for supplies to Belgium, the Netherlands and Luxembourg. For shipments outside the Benelux, you pay € 9.99.

The indication of the price refers only to the items as described in words. The accompanying photos are for decorative purposes only and may contain elements not included in the price.


Article 4: Offer

Despite the fact that the online catalogue and the e-commerce website are compiled with the utmost care, it is still possible that the information offered is incomplete, contains material errors, or is not up-to-date. Obvious mistakes or errors in the offer are not binding on DUCO. DUCO is only bound to a best-efforts obligation with regard to the accuracy and completeness of the information provided. Under no circumstances shall DUCO be liable in the event of manifest material errors, misprints, or printing errors.

If an ordered product is found to be incorrectly priced on the Webshop, DUCO will contact the affected Customer by email as soon as DUCO becomes aware of the incorrect price. The Customer will have the option of as yet purchasing the product at the correct price or cancelling the order. The order will not be processed until DUCO receives the Customer's instructions within one month from the time DUCO notifies the Customer. If DUCO is unable to contact the Customer using the contact details provided by the Customer during the ordering process, or if DUCO does not receive a response from the Customer within the aforementioned period, DUCO will consider the order to be cancelled and notify the Customer by email.

For specific questions about e.g. products, availability, delivery times, or delivery methods, please contact our customer service, preferably via the contact form, or via email to b2cwebshopsupport@duco.eu. 

The offer is always valid while stocks last and can be modified or withdrawn at any time. We are not liable for the unavailability of any product. 

If an offer has only a limited validity period, or is subject to certain conditions, we explicitly state this on the Website and the product pages.


Article 5: Online purchases

To purchase a product, add the product to your shopping basket. After having done so, you can add other products or check out. We do not automatically remove your products from your basket, giving you some time to reflect. We do send you an automatic reminder after 1 day. 

During the check-out process, enter your contact details and delivery address. You can have the product delivered to your home address or to another address of your choice (e.g. delivery to your neighbours). However, you are and remain responsible as a Customer to provide a correct delivery address, where delivery can be made without additional conditions, costs or difficulties.

The shipping method and cost will be visible once you have entered the delivery address. Shipping is free for orders over €100. For orders under €100, you pay €4.99 in shipping for deliveries to Belgium, the Netherlands, and Luxembourg, and €9.99 for deliveries outside the Benelux. We only deliver to your home, to the delivery address you specify during checkout.

Furthermore, you choose how you want to pay and can specify a different billing address if you wish. Don't forget to apply a discount code if you have one. If a code is automatically applied, you will also see it on the order summary. Finally, check your order and proceed to payment. 

Please note that we cannot provide an invoice of your order.

Your order and purchase are final when the following 2 conditions have been met:

  • We have received approval of the payment transaction from your credit or debit card issuer;
  • We have confirmed your order via email.

Payment is possible only online and using one of the following methods:

  • Credit card (VISA or Mastercard)
  • Bancontact (Belgium) or iDeal (Netherlands)
  • Apple Pay or Google Pay (fast checkout)

The transaction is encrypted via SSL technology. Look for the 'padlock' next to the url or domain name in the browser. This padlock indicates a secure SSL connection, keeping your data safe.

If your card issuer refuses to agree to your payment to us, we cannot be held responsible for delays in delivery and/or non-delivery of your order. DUCO will not start processing the order until full payment is received. If DUCO does not receive full payment within 14 days of receiving the order, DUCO has the right to automatically cancel the order.


Article 6: Delivery and performance of the contract

After ordering, our logistics partner 'ShopWeDo' will proceed to prepare your order for shipment. Your parcel will leave on transport from their warehouse, with address Oudenburgsesteenweg 31 - C9, 8400 Ostend, Belgium.

Items ordered in our Webshop are available in Austria, Belgium, Bulgaria, Croatia, Czechia, Cyprus, Denmark, Estonia, Finland, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, the Netherlands, Poland, Portugal, Romania, Slovakia, Spain, and Sweden.

All goods and services will be delivered to the delivery address specified by you at the time of your order.

Deliveries will be made by a courier service selected by DUCO. DUCO reserves the right to choose another transport partner when it deems this to be necessary. An email containing a track and trace number will keep you informed about the status of your package.

If, at the time of delivery, nobody is available at the delivery address you provided and no possibility exists to deliver the product, the Customer is to follow the instructions of the delivery service in charge of delivering the order.

Shipping is free for orders from €100. For orders under €100, we during the check-out process charge €4.99 for shipping to Belgium, the Netherlands, and Luxembourg, and €9.99 for shipments outside the Benelux.

If you order before 11 p.m. on working days, we will deliver your package the next working day. Orders made during the weekends are delivered on Tuesday. Outside the Benelux, the delivery time is 3 working days. These are the likely delivery dates. 

However, the delivery dates mentioned above do not constitute an obligation of result, but are purely indicative. As a rule, we execute accepted orders expeditiously and at the latest within 30 calendar days, barring force majeure. If delivery is delayed, or if an order cannot be fulfilled in full or in part, we will always notify you as soon as possible and at the latest before the expiry of this 30-day period. In such a case, the Customer is bound to give DUCO a new, reasonable delivery time. If DUCO misses this new deadline, as well, the Customer has the right to cancel the order free of charge. In that case, we will refund you no later than 30 days after cancellation.

If, by way of exception, DUCO has agreed to respect a mandatory delivery period and explicitly waived the indicative nature of the listed delivery times, you are entitled to terminate the contract immediately if we do not respect the delivery period. In that case, we will refund you no later than 30 days after cancellation.

Until the time of delivery to you or a representative designated by you, our shipments are always sent at our risk, up to such time as the track & trace of the courier service indicates that the package has been delivered. So you don't have to worry about goods getting lost in the mail. However, if you were to exercise your right of withdrawal under Article 7, you are responsible for the transport and bear the risk of loss or damage.

If the goods delivered by us were damaged in transit, do not match the items listed on the delivery note, or do not match the items you had ordered, you must report this as soon as possible and return the items to us according to our instructions.

We cannot be held responsible for any consequential damages due to late delivery or non-delivery by the carrier appointed by DUCO. Our liability in such cases is always limited to reimbursement of the value of the items (and any delivery costs) proven not to have been received by the Customer and for which no replacement was provided, this without prejudice to the other provisions of these General Terms and Conditions.


Article 7 - Right of withdrawal

The provisions of this Article only apply to Customers who purchase items online from DUCO in their capacity as Consumers.

If you buy products in our Webshop, you have the right to revoke the contract for 14 days from delivery without giving reasons.

The starting point of the 14-day period to exercise the right of withdrawal may vary. The following rules apply:

a)    If the delivery concerns a single product, the deadline starts the day after the Customer receives the product.

b)    If the delivery relates to several products delivered on separate days, the period begins the day after the Customer receives the last product ordered.

c)    If the delivery concerns a product supplied over a certain span of time, the period starts the day following the day on which the Customer received the first delivery of the products.

To comply with the withdrawal period, it is sufficient to send your notice on the exercise of the right of withdrawal before the withdrawal period has expired.

Exercising the right of withdrawal must be done via an unambiguous statement addressed to us and can inter alia be done in the following ways:

  • Via the QR code and the form on the packing slip of your parcel. Scan the QR code and check or complete the information.

  • By emailing b2cwebshopsupport@duco.eu stating 'Return' and your order number.

  • By completing the European model withdrawal form and sending this form to info@duco.eu or by post to VERO DUCO, t.a.v. Support Webshop, Handelstraat 19, 8630 Veurne, Belgium.

    Download a template of the European model withdrawal form 

We will send you an email acknowledging receipt of your withdrawal and will process your request as soon as possible.

If you revoke the agreement, you will receive a refund of all payments you have made up to that point, including delivery costs (excluding any additional costs resulting from your choice of a mode of delivery other than the cheapest standard delivery offered by us). We will refund you using the same means of payment you used to make the original transaction, unless you have expressly agreed otherwise via written communication. In any case, we will not charge you for such refunds.

You will bear the direct cost of returning the goods. The cost is estimated to be a maximum of about EUR 15 per piece ordered. You are also responsible for shipping and delivery by your chosen courier service.

Our fulfilment partner, ShopWeDo, must receive the returned products within 14 calendar days of the declaration of withdrawal. You are in time if you return the goods before the 14-day period has expired. The goods must be returned in their original condition and packaging, with all accessories and instructions supplied. 

Return address:

ShopWeDo
Ostend Stores Business Park
Oudenburgsesteenweg 31 - C9
8400 Ostend 
Belgium

If the returned product is somehow diminished in value, DUCO reserves the right to hold you liable and claim compensation for any diminished value of the goods resulting from the use of the goods beyond what is necessary to establish the nature, characteristics and functioning of the goods. 

All returned items are examined carefully. The basic principle we apply in this connection is that the Consumer may only inspect the item as he would be allowed to do in a shop. Returned items may have been tried, but must not have been used. If an item has suffered a reduction in value due to the Customer's use, this will be charged to the Customer.

DUCO will not proceed with a refund after withdrawal until we have received the returned goods or until you have proved that you have returned the goods, whichever comes first.

Some products are excluded from the right of withdrawal, such as:

  • sealed computer software whose seal has been broken after delivery, or has been installed or registered.


Article 8 - Compliance and warranty

We guarantee that our goods conform to your order and meet the normal expectations you may have of them, taking account of the specifications of the product. Of course, we also guarantee you that our goods comply with all laws existing at the time of your order.

If a defect is found, notify DUCO as soon as possible via the contact form or email b2cwebshopsupport@duco.eu. Be sure to also provide us with a valid proof of purchase.

Any defect must be reported within a period of 2 months after its identification by the Customer. Thereafter, any right to repair or replacement lapses.

A Consumer is entitled to a statutory two-year warranty. The statutory warranty covers any defect or lack of conformity of the products that manifests itself within a period of two years from the date of delivery of the products. In that case, action will be taken as set out below.

If the Consumer's complaint is found to be well-founded and was made within the statutory warranty period, DUCO will, after the defective product has been returned in accordance with DUCO's instructions, at the Customer's discretion, send the Customer a new product or repair the product and will bear all costs associated with the exchange/repair of the products, unless the remedy chosen is impossible or would incur disproportionate costs to DUCO compared to the other remedies. Any additional costs due to not following DUCO's instructions (e.g. different method of returning the product) will remain the Customer's responsibility. The product can only be replaced and delivered to the extent that it is still available/in stock at DUCO or its suppliers.

If repair or replacement is not possible or cannot be carried out within a reasonable time or without serious inconvenience to the Consumer, the Consumer has the right to terminate the contract or demand a proportionate price reduction. In case of lawful termination of the contract by the Consumer, the Consumer shall return the defective or faulty goods to DUCO at our expense and according to our instructions. Any additional costs due to not following DUCO's instructions (e.g. different method of returning the product) will remain the Customer's responsibility. DUCO will not refund the price paid until we have received the returned goods or until you have proved that you have returned the goods. However, DUCO may reduce the refund to 1) take into account the compliant use the Customer has had of the good since its delivery and 2) take into account any depreciation of the products if this was caused by abnormal use of the product by the Customer. The Customer is also liable for the aggravation of the damage resulting from the use of the good after the moment when they detected or should have detected the failure of compliance. The Customer is not entitled to rescind the purchase agreement if the failure of compliance is minor. In that case, a proportionate price reduction will suffice.

DUCO may also refuse to make the consumer goods compliant if repair and replacement are impossible or would incur disproportionate costs for DUCO, taking into account all the circumstances. In that case, action will be taken in accordance with the previous paragraph.

The warranty (commercial and/or legal) is never applicable to defects arising as a result of accidents, neglect, falls, use of the item contrary to the purpose for which it was designed, non-compliance with the operating instructions or manual, modifications or alterations to the item, heavy-handed use, poor maintenance, or any other abnormal or incorrect use.

We recommend keeping the original packaging of the products. 


Article 9 - Force majeure

In case of force majeure, we are not obliged to fulfil our obligations. In that case, we may choose to suspend our obligations for as long as the force majeure lasts, or terminate the agreement permanently.

Force majeure means any situation beyond our will and control that makes it wholly or partly impossible to fulfil our obligations. This includes, but is not limited to, strikes, fire, operational failures, energy failures, failures in (telecommunications) networks or connections, the unavailability of our website, or failure or delay of delivery by suppliers or other engaged third parties.

DUCO shall not be responsible for the consequences of force majeure, even if DUCO was already in default at the time the force majeure situation arose.

 

Article 10 - Intellectual property

Our website, including logos, texts, photos, product names and all other forms of communication are protected by intellectual property rights.

It is not permitted to use or adapt these intellectual property rights without our prior and express written consent. This means, for example, that you may not copy or reproduce any drawings, photos, product names, texts, logos, or other parts without our permission.


Article 11 - Complaints procedure and disputes

Not satisfied with our products or services? Then let us know and contact us via the contact form, available via b2cwebshopsupport@duco.eu, or by letter addressed to: VERO DUCO, attn: Support Webshop, Handelsstraat 19, 8630 Veurne, Belgium. We will do our best to address your complaint within 5 working days.

All agreements we conclude with our Customers, regardless of their place of residence, are governed exclusively by Belgian law, without giving effect to any rule of private international law that would result in the laws of a jurisdiction other than Belgium being applicable. In the event of a dispute, only the competent Belgian courts shall have jurisdiction. Should another legal system be applicable on the basis of international mandatory law or public order, Book VI of the Belgian Economic Law Code will be the primary basis for the interpretation of these General Terms and Conditions.

In case of out-of-court settlement of the dispute, the Consumer Ombudsman Service of the Belgian Federal Government is authorised to receive any application for out-of-court settlement of consumer disputes. The latter, in turn, will either process the application itself or forward it to a qualified entity. You can reach the Consumer Ombudsman Service via this link: https://consumerombudsman.be/en

In addition, for disputes of a cross-border nature, you can use the European Union's Online Dispute Resolution platform at this link: https://ec.europa.eu/odr. For Belgium, this is the European Consumer Centre, located at 1060 Brussels, Rue Holland 13. odr@eccbelgium.be, tel. +32 25 42 33 46.


Article 12: Privacy

We at DUCO respect the privacy of our Customers and take the protection of personal data seriously. We process and secure this data in accordance with the General Data Protection Regulation (GDPR) and the Belgian Privacy Act of 30 July 2018.

1.    Data processing 

When you place an order on our Webshop, we process certain personal data in order to execute and deliver the order correctly. This data includes your name, address, email address, phone number, and payment information.

The processing of your data takes place in the following steps:

  • The ordering process on our platform is conducted using the Shopify CMS.
  • The storage and handling of your order by our logistics fulfilment partner ShopWeDo.
  • The delivery of your order by the courier service.

In addition, you can also subscribe to be notified of updates and tips about your ordered product. For example, when you ordered filters, we will send you an update with the steps to check the status of your filter after 3 months and a reminder email informing you that it is time to replace them after 6 months. You can unsubscribe from these direct marketing communications at any time. You can do so by clicking on the 'Unsubscribe' link in the emails or by contacting info@duco.eu, stating the Webshop.

In addition to the personal data you provide to DUCO, we also automatically collect the following in relation to your browser or mobile device. We use this data to improve our website and your user experience.

(a)    your IP address

(b)    your type of browser

(c)    the following information relating to your mobile device or browser:

  •  UUID
  • manufacturer
  • model
  • platform
  • OS version
  • OS language
  • OS user language

(d)    application IDs

(e)    cookie information

(f)    information relating to your use of the website, including the pages you visit;

2. Sharing data with third parties 

To ensure the correct and timely processing and delivery of your order, we share your data with the following parties:

  • ShopWeDo: To manage the logistics and shipping of your order.
  • Courier service: To deliver the package to your home.

These third parties receive only the data necessary for their specific task in the process.

3. Communication with the Customer 

During the ordering and shipping process, you will receive confirmation emails to keep you informed about the status of your order. This includes confirmations of your purchase, shipping updates, and delivery notifications.

These communications are sent by DUCO, ShopWeDo, and the assigned courier service in their respective capacities.

4. Data security 

DUCO takes appropriate technical and organisational measures to protect your personal data from loss, theft, or unauthorised access. These measures are regularly reviewed and updated to ensure your data is safe.

5. Your rights 

You have the right to access, correct, or delete your personal data. You also have the right to object to the processing of your data or to restrict the processing of your personal data. In addition, you have the right to obtain your data in a structured, common, and machine-readable form and the right to transfer it to another controller.

For processing of personal data based on your consent, you can withdraw that consent. The withdrawal of your consent does not affect the lawfulness of the processing based on the consent before its withdrawal.

If you wish to exercise these rights, please contact us at info@duco.eu, stating the Webshop.

However, please bear in mind that DUCO will not always be obliged to carry out the request because of legal obligations or legitimate interests, or for the establishment, exercise, or substantiation of legal claims.

If you believe that DUCO's processing of your personal data would breach the provisions of this Article 12 or applicable privacy laws, you have the right to lodge a complaint with the Data Protection Authority (the national regulator). Its contact details are as follows: Data Protection Authority, Rue de la Presse 35, 1000 Brussels, tel: +32 (0)2 274 48 00, contact@apd-gba.be.

6. Retention period 

We keep your data only as long as is necessary for the purposes for which it was collected, or as required by law.

7. Changes to our privacy policy 

We reserve the right to amend this privacy policy. We recommend that you check this page regularly to be informed of any changes.

If you have any questions about our privacy policy, please do not hesitate to contact us at info@duco.eu.


Article 13: Use of cookies

Our website uses cookies and similar technologies. This helps us to provide you with a better user experience when you visit our Webshop and also allows us to optimise our website. 

Without your prior consent, we only place the purely functional cookies necessary for our website to work correctly. 

For all other cookies, we first ask your permission via a pop-up banner. We use technology from CookieYes. This software scans the website at regular intervals and automatically lists the cookies used. Through the cookie banner, you can therefore also always find out which cookies have been placed, what their purpose is, and for how long they are kept on your device's hard disk. 

We ask you to indicate your preferences when you first visit our website. You can manage these choices yourself at any time.

Moreover, you can set your internet browser to not accept cookies, to warn you when a cookie is installed, or to delete cookies from your hard disk after a visit. You can do this through your browser's settings. Just keep in mind that certain graphics may not appear correctly, or that you will not be able to use certain applications, such as videos. 


Article 14: Impairment of validity - non-waiver

If any provision of these General Terms and Conditions is declared invalid, illegal, or void, this will in no way affect the validity, legality, and applicability of the other provisions. Any such part or clause which would be declared invalid, illegal, or void shall be replaced by a provision which, so far as may be validly done, comes closest to what was sought in the said part or clause. If the parties cannot mutually agree on this, it will be up to the Court to arrive at such a provision.

DUCO's failure at any time to enforce any of the rights enumerated in these General Terms and Conditions, or to exercise any right hereunder, shall never be deemed a waiver of such provision and shall never affect the validity of such rights. 


Article 15: Proof

When placing an order through this Webshop, you agree that electronic communications and backups may serve as evidence. 

 

Last revision: 2 December 2024