Terms of service

Terms and conditions MATRIKS

These terms and conditions apply to all sales via the MATRIKS web shop (www.matriks.be) and to orders by email with payment by bank transfer. You can always find, download or print them here.

Who are we?

  • Trading name: MATRIKS
  • Name and legal form: Matriks NV
  • Registered office, shop and return address: Korte Nieuwstraat 4, 2000 Antwerpen, Belgium
  • Company and VAT number: BE 0441.747.205 – RPR Antwerpen, Antwerp division
  • Email: tomvanderbeek@matriks.be
  • Phone: +32 471 62 53 82

We may amend these terms and conditions. Your order is always governed by the version that applied at the time you ordered.

This is an English translation for your convenience. In case of any discrepancy, the Dutch version prevails.

1. Ordering

  • You must be 18 or older to place an order yourself.
  • You add products to your basket and check out via the web shop. You may enter a different delivery address.
  • Check your order and your details before checking out. After ordering, you'll receive a confirmation email.
  • If an ordered product is unexpectedly unavailable, we'll let you know as soon as possible. You then choose: a different delivery time, an alternative or cancellation. If you cancel, we refund the amount for that product.
  • In the case of an obvious pricing error that you could reasonably have recognised as an error, we'll contact you. You can then order the product at the correct price or withdraw from the purchase. Anything you've already paid will be refunded.
  • You can also request special orders by email. You then pay by bank transfer. You may also withdraw from a special order, unless the product was made to your specifications or personalised.

2. Pre-order and "Coming soon"

  • Products labelled Pre-order or Coming soon are not yet in stock. You can already order and pay for them. The delivery time varies per product and is always shown on the product page.
  • If you order pre-order products together with products in stock, we'll get in touch with you. Together we'll agree whether we ship everything at once or in parts.
  • If that delivery time changes, we'll let you know straight away. You may then choose: wait, or cancel free of charge with a full refund.
  • You may always withdraw from a pre-order, even before delivery. In any case, the withdrawal period runs until 14 calendar days after receipt.

3. Delivery

  • We deliver to the address you provide, to a pick-up point or in the countries you can select at checkout. You can also collect your order free of charge from our shop.
  • We usually ship products in stock within 4 working days, unless a different time is shown with the product or your order. In any case, we deliver within 30 days at the latest, unless we agree otherwise together.
  • If there is a delay, we'll let you know as soon as possible. Your statutory rights in case of late delivery remain intact.
  • We bear the risk of loss or transport damage until you, or someone you designate (not the carrier), receive the order.

4. Prices and shipping costs

  • All prices are in euros, including VAT and excluding shipping costs.
  • Shipping costs and free shipping thresholds vary per country and type of parcel. You'll find them in our shipping policy. You'll always see the amount for your order at checkout, before you order.
  • Separate shipping rates apply to exceptionally large parcels, such as the Hasegawa Lucano 4-step: € 39.95 in Belgium, € 69.95 to the Netherlands, France and Luxembourg, and € 79.95 to other countries. Free shipping does not apply to these products, not even above the threshold.
  • For deliveries to VAT-registered businesses in another EU member state, an exemption from Belgian VAT may apply (intra-Community supply), if you provide a valid EU VAT number and all legal conditions are met.

5. Payment

  • Online you pay with Bancontact, Visa, Mastercard, Maestro, iDEAL, Apple Pay, Google Pay, Shop Pay or PayPal, or with a Matriks gift card. You'll always see the options at checkout.
  • If you order by email (special order), you pay by bank transfer.
  • We ship your order as soon as we've received and confirmed your payment.

6. Gift cards

  • A Matriks gift card is valid for 1 year from purchase, in the shop and in the web shop.

7. Right of withdrawal

As a consumer you may withdraw from your online purchase within 14 calendar days of receipt, without giving a reason. You can do this very easily online via our withdrawal function at account.matriks.be/orders (log in with a code sent by email, even without an account), by email or with the model form. You then send the product back, or bring it to our shop in Antwerp yourself (Wednesday to Saturday, 12:00 – 18:00). In the shop you pay no return costs and get everything back, just like with a return by post. Everything about the periods, return costs and refunds, and the model form, can be found in our refund policy. That policy forms part of these terms and conditions.

8. Complaints and statutory guarantee

  • Is a product damaged, faulty or the wrong item? Email us as soon as possible with your order number and, if possible, photos.
  • For new products, as a consumer you have a two-year statutory guarantee from delivery. Report a defect within two months of discovering it.
  • You're then entitled to a free repair or replacement. If that's not possible or not reasonable, you're entitled to a price reduction or to cancellation with a refund (not for a minor defect).
  • If the product needs to come back, we'll send you a free return label, or you can bring it to the shop.
  • Damage caused by misuse, an accident or normal wear and tear is not covered by the statutory guarantee. Any additional guarantee from the brand comes on top of your statutory rights and does not replace them.

9. Website and liability

  • We take great care with the information on our website. If you spot a mistake, let us know. We may amend or correct information; this doesn't change your rights for an order you've already placed.
  • Damage caused solely by misuse of a product is your responsibility. This does not limit our statutory liability for defective products or for errors for which we are responsible.
  • Nothing in these terms and conditions limits your statutory rights as a consumer.

10. Privacy

How we handle your data is explained in our privacy policy.

11. Extended producer responsibility

MATRIKS complies with its extended producer responsibility obligations for packaging. For France, we are registered with ADEME under the unique identification number (IDU) FR542710_01DVKC.

12. Applicable law and disputes

  • These terms and conditions are governed by Belgian law. If you live in another country, you retain the protection of that country's mandatory consumer rules.
  • Do you have a complaint? Email us and we'll first look for a solution together. If that doesn't work, you can contact the Consumer Ombudsman Service free of charge (consumentenombudsdienst.be). After that, the courts have jurisdiction in accordance with the legal rules.