These general sales conditions regulate the contractual relations between Bia Sorao SPRL ("Bia Sorao") with headquarters at the Avenue de la Renaissance, 8, 18, 1000 Brussels, TVA number 0890616089, registered in the Companies Registry Office of Brussels, and any individual or society (the "Customer") who purchases through the website www.biasorao.com (the "Site").

Bia Sorao reserves itself the right to modify these general sales conditions, at any point, becoming these amendments effective as soon as introduced in this page of the Site. The applicable sales conditions will be always those in force on the date of each order.

These general sales conditions are made known to the Customer when the order is made and the fact that the Customer makes the order implies the complete acceptance and without reserve of its content (by clicking the option "I accept the general sales conditions", hereinafter the "Acceptance Click"), and excluding any other documents or sales conditions not expressly agreed in writing between Bia Sorao and the Customer.

Each product in the Site has a description of its essential characteristics that the Customer may check before carrying through the order. In case of any doubts, the Customer may request us additional information on any specific product. We look to describe our products in the most precise way. However, eventual differences between the appearance of the product shown at the online store and its real aspect are possible, resulting from the technical limitations inherent to the process of photographic reproduction. Therefore, the photographs of the products do not have contractual value and are given only as an indication. On the other hand, as the products are handmade, small differences in colour, texture, pattern and form may occur.

Our products are made in agreement with the Belgian and European Union legislation in force. We cannot be held responsible by any eventual non-conformity with the legislation of the country of destination. The Customer should verify next to the authorities of his country, the possibility to purchase and to use the products that he intends to order.

Our electronic gift cards are sent to the email address of the Customer who purchases them within a 24-hour period after payment confirmation.

The use of the electronic gift card is subject to the following conditions:

• Only one gift card can be used in each order.
• A gift card cannot be used to buy another gift card.
• The gift cards cannot be exchanged by money.
• When the value of the purchase exceeds the balance of the gift card, a payment of the remaining value should be made.
• The balance of a gift card never covers the shipping costs of the order, being necessary to make their payment.
• A Bia Sorao gift card expires 12 months after the date of its acquisition.
• The gift cards cannot be replaced, even in case they have been lost, stolen, etc.
• We cannot be held responsible by the use of a gift card by someone other than its correct recipient, by result of loss, theft, etc.

The price of each product is shown in Euros and already includes VAT and all the other applicable taxes. Shipping costs are charged to the Customer in addition to the price of the product.

Bia Sorao's products are made only after receiving a Customer's order. The availability of one product (period of time necessary to be made) is indicated in the product's description. This period is counted from the date of the reception of the payment. In case we need a longer period or when it is not possible to produce the product, we will try to obtain the Customer's agreement to the delay or we will proceed to the reimbursement of the payment made.

Depending on the number of orders at each moment, it might be possible to make the product in a shorter period than the one indicated in the product's description. However, if the Customer has urgency, he should mention the date for which he needs the product in the comments' area of the order. We will confirm by email if we are able to meet that date. In case it has been ordered several products, we will send them only after all the articles become available, therefore an urgent product should be ordered separately.

To have an idea of the total time that a Customer will have to wait for an order, he should add to the period of availability of the product its shipping time (please see our shipping clause).

Any order placed at the Site will be confirmed for the email address indicated by the Customer being only valid for Bia Sorao after that confirmation.

The order made and validated electronically through the Site engages the Customer in the same way as an order placed in person regarding the nature, content and date of the order. The Acceptance Click performed by the Customer when ordering is valid as acceptance of the price, description of the product and general sales conditions.

The payment is done in euros (€), when placing an order, through one of the following methods at the Customer's choice:

a) Payment with credit card through Paypal
To use this payment method the Customer simply uses his credit card as usual, not needing to have a Paypal's account. It is a secure way of payment as the codes are entered directly in the protected servers of Paypal (www.paypal.com) without our store having any knowledge of them.

b) Bank transfer
If the Customer prefers this method, he needs simply to choose this option when making the order and proceed with the bank transfer as soon as possible, following the instructions that will be sent to him by email.

In both cases the order is considered completed and will be processed only after payment has been received.

We ship orders to the following countries: Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden and United Kingdom.

Shipping to other countries is possible on request by the Customer.

The cost of the package is already accounted for in the shipping cost. If a specially protected or bigger package is necessary, its value will be previously communicated by email for the Customer's approval and payment.

a) Costs
The estimated shipping cost applicable to an order will be presented in the shopping basket during the checkout, before the validation of the payment.

• Belgium - cost varies between 3 € and 10 €
• Remaining European Union countries - cost varies between 6 € and 40 €

In case of large quantities, it may be necessary to prior verify and confirm with the customer the applicable shipping costs

b) Times:

• Belgium - around 3 working days.
• Remaining European Union countries - 4 to 8 working days, depending on the destination country.

Those shipping times are estimates indicated by the shipping companies. For a notion of the total delivery time of an order, the shipping time should be added to the period necessary for the preparation of the product (availability) indicated on its description.

The shipping address and additional contacts indicated by the Customer in the order details should be complete and without errors. We are not responsible for additional costs, delays or losses, resulting from wrong shipping information given by the Customer.

The shipping time and cost of an order for a country outside of our list of shipping countries will be calculated in accordance with the destination, weight and format of the order and previously confirmed to the Customer. Shipping to non-European Union countries may be subject to delays and additional costs (customs duties, taxes) due to their local customs or postal authorities, for which we have no control whatsoever. It is up to the Customer to seek information and bear all the eventual costs.

a) Cancellations
In case the Customer wishes to cancel an order, he should contact us within a maximum of 48 hours after the order has been placed. If the order has not yet started to be processed, it will be possible to cancel it.

b) Changes
In case the Customer, after an order has been placed, wishes to modify his preferences about a product (colour or personalization); he should contact us as soon as possible. If the order has not yet started to be processed, it will be possible to change to the new specifications. However, we cannot accept any change that implies modification of the value, quantities or type of product placed in the order.

Usually our products exceed our customers' expectations. However, for total satisfaction guarantee, the Customer may return the order within 7 working days counting from its reception date and be reimbursed of the order's value (except shipping costs).

For that purpose the Customer should contact us within the referred 7 working days, through our contact form, in order to receive a return number and then should send us back the product, in the same conditions as it was received, inside of the original and in good condition packaging, with the return number clearly indicated in the exterior of the package. We recommend that the Customer uses registered mail or other form of mail that would protect him from eventual shipping losses or damages of the product for which he will be the sole responsible.

We draw the attention that we cannot accept returns of personalised or customised products (made according to particular specifications of the Customer), except in case of evident defect or error from our part.

In case of return due to defect or error from our part we also reimburse the shipping costs. Damaged or lost orders during shipping are not considered a defect or an error from our part.

We pack our products very carefully in order to avoid damages during the shipping. However, the Customer should always carefully verify the order when he receives it. Eventual damages should, whenever possible, be reported by the Customer in the delivery form, keeping he a duplicate also signed by the representative of the shipping company. The Customer should immediately inform us about the damages by email, to enable us to determine the best way to resolve the problem.

Bia Sorao reserves the right to cancel, to reduce the quantities or to postpone the shipping of an order, without needing the Customer's agreement and without incurring into any type of responsibility, in case of 'force majeure', that is, when circumstances beyond its control occur, as for example, acts of nature, earthquake, wars, revolutions, national emergencies, terrorism acts, fires, epidemics, strikes and labour disputes, demonstrations, restrictions of products, shipping delays, suppliers delays, technological or telecommunications breakdowns, etc.

Also Bia Sorao cannot be held responsible for any damages that might result from the use of the Internet to access the Site, such as loss of data, intrusions, viruses, service rupture and other involuntary problems, as well as for any lost profits or for any indirect, incidental or consequential damages arising out of or in connection with its products or services.

The Customer's personal data is used solely for processing and shipping his order and for the contacts that may be necessary for this effect. The Customer's personal data is protected by law and he may always request its rectification, alteration or elimination, through our contact form. The privacy of our customers is very important to us. So, we do not share, nor supply third parties with any personal information that a Customer may supply us, preserving constantly the privacy and the confidentiality of his personal data.

All products sold by Bia Sorao are its intellectual property and are registered and protected by copyright, which is not transferred with the sale. So, the right to copy, print or reproduce them in any way, remains always and solely with Bia Sorao.

It is not allowed any commercial use of the products or their images, without the express consent of Bia Sorao, nor can they be divulged, published, copied, imitated or being indicated as creations of others.

The craft kits and patterns created and sold by Bia Sorao, or the products created through their instructions, cannot be used commercially, even in the scope of a handicraft amateur activity. Likewise, the images, patterns, instructions and any content in those kits and patterns cannot be published, copied, or transmitted to others in a paid or free basis, by any means, without the previous and expressed written consent of Bia Sorao.

If any part of the present general sales conditions becomes declared total or partially invalid by any Court, these could be abolished or reduced to the declared terms, remaining the others in force and producing all their effects.

The fact that we do not use or delay the use of a right included in the general sales conditions, does not imply that we waive this right or any other foreseen in these general sales conditions or in the remaining applicable law. But even that we waive some right, this does not mean that we will be obliged to waive that right again in the future, nor such would affect the exercise of any other rights foreseen in the general sales conditions and remaining applicable law.

Any order placed in our online store will be only submitted to the terms of this general sales conditions and remaining applicable Belgian law, being stipulated that for the resolution of any conflict, a friendly solution will be looked first, and in the impossibility of achieving it, it will be chosen the Court of the city of Brussels competent according to the subject, with express renounce to any other.