GENERAL TERMS AND CONDITIONS OF SALE
1. Scope and Acceptance
These General Terms and Conditions of Sale (hereinafter: "Terms and Conditions") apply to any order placed by any person (hereinafter: "You" or "the Customer") on the Website www.martinecosmetics.com (hereinafter: "the Website") with MARTINE COSMETICS S.A. - Chemin du Blanc Caillou 4/11 - 1420 Braine-l'Alleud - Belgium - Intra-EU VAT No. BE0732 998 712 - RPM Nivelles - Email: contact@martinecosmetics.com - Tel. : +32 472 74 11 59 (hereinafter: “We” or “MARTINE COSMETICS”).
Our offers and services are governed exclusively by these Terms and Conditions in the version applicable at the time of the order, to the exclusion of any general or specific conditions that conflict with or deviate from these terms (unless MARTINE COSMETICS has given its prior written consent to such terms).
Any order implies prior review and full and unconditional acceptance of these Terms and Conditions in their entirety. Customers may consult these Terms and Conditions at any time on the Website and are invited to save and/or print them. When purchasing items on the Website, the Customer must expressly accept these Terms and Conditions before clicking the “PAY NOW” button. Confirmation of the order constitutes an electronic signature that has, between the parties, the same legal validity as a handwritten signature and serves as proof of the entire sales contract and the enforceability of the amounts due under this contract.
By placing an order on the Website, you warrant that you are of legal age and have the legal capacity to enter into a contract and that you have sufficient knowledge of the English language to understand these Terms and Conditions.
2. Website Accessibility
The website www.martinecosmetics.com is owned by MARTINE COSMETICS and is hosted by Shopify.
The Website is accessible via an Internet connection, in principle 24 hours a day, 7 days a week, except in the event of an interruption - whether scheduled or not -, by MARTINE COSMETICS or its service providers for maintenance and/or security purposes, or in the event of force majeure (as defined in Section 11 of these Terms and Conditions).
MARTINE COSMETICS shall in no event be held liable for any unavailability of the Website (including, but not limited to, technical maintenance) or for any issues related to data transmission, connection or network unavailability.
You are solely responsible for the equipment you use to connect to the Website, as well as for the protection and confidentiality of your username and password. You must take all appropriate measures to protect your equipment and data, particularly against virus attacks via the Internet.
3. Ordering and Sales Process
3.1. Selection of items by the Customer
On the Website, the Customer selects and confirms the items they wish to order, within the specified quantity limits, by adding them to their Shopping Cart.
The Customer is free to modify their Shopping Cart, remove an item initially selected, change the quantities ordered or add an item.
3.2. Login
Once the Customer has completed their selection and wishes to confirm the contents of their Shopping Cart, they may either:
- log in to their customer account (hereinafter: the “Account”);
- continue as a “guest”.
If the Customer already has an Account, they must log in using their email address and password.
Whether or not they have created an Account, the Customer must provide their name, shipping address, email address and phone number when placing an order. The Customer undertakes to provide accurate, complete and up-to-date information.
The Customer's username and password are strictly personal. Consequently, each Client undertakes to keep them secure and never disclose them to third parties. In the event of loss, theft or any fraudulent use of their login credentials, the Customer undertakes to notify MARTINE COSMETICS immediately. MARTINE COSMETICS shall not be held liable for any direct or indirect damages caused by fraudulent access to the Account or the Website or by the inability to access them.
The Customer is responsible for all actions performed on the Website using their username and password. Any Customer registered on the Website will be bound by any order placed using their login credentials, subject to the right of withdrawal (as provided for in Section 7 of these Terms and Conditions).
The Customer’s failure to comply with their obligations under these Terms and Conditions may result in the suspension or termination of their Account, without prejudice to any damages to which MARTINE COSMETICS may be entitled.
3.3. Order Confirmation and Conclusion of the Sales Contract
The Customer must select a delivery method and provide the information necessary for the proper delivery of the order.
Once all this information has been duly entered and confirmed, the price of the items (as defined in Section 5 below) and the shipping costs will be displayed automatically.
The Customer must verify the accuracy of their selection before confirming their order. The order details are then summarized again for a final review and to correct any errors.
After expressly accepting these Terms and Conditions and clicking the “PAY NOW” button, the Customer places a binding order for the item(s) in their Shopping Cart and accepts the price.
An order confirmation is sent to the Customer at the email address provided, including the order number, the total order amount, information shipping costs and delivery times, the essential characteristics, the quantity and the price of the purchased item(s). This confirmation includes a link to these Terms and Conditions.
4. Product Availability
The products are those offered for sale by MARTINE COSMETICS on the Website as of the day of your visit, within the limits of available stocks. These products comply with the legal and regulatory standards applicable.
If, despite MARTINE COSMETICS’ best efforts, an item turns out to be out of stock, we will notify you by email as soon as possible and offer you either an item of equivalent quality and value or the cancellation of your order. In the event of order cancellation, any amounts already paid will be refunded within thirty (30) calendar days.
We make every effort to ensure that the images and descriptions accompanying our items are as accurate and precise as possible. In case of incorrect or inaccessible information, you may contact us by email at contact@martinecosmetics.com.
5. Prices and Payment
5.1. Product prices are listed in euros, all taxes included, but excluding shipping costs (which are displayed separately upon final confirmation of the order).
After placing their order, the Customer will receive by email a confirmation of the price paid, detailing the price per item and the delivery costs payable by them.
5.2. The Customer may pay for purchases using the following payment methods:
- by bank card (Visa, MasterCard, American Express, Bancontact)
- via the secure payment systems PayPal, Apple Pay, Shop Pay or Google Pay.
Payment will not be considered complete until MARTINE COSMETICS has actually and fully received the total amount owed by the Customer.
In any event, MARTINE COSMETICS reserves the right to refuse any order or delivery in the event of:
- an obvious pricing error;
- an existing dispute;
- refusal by banking institutions to authorize payment by credit card;
- abnormal or abusive returns.
6. Delivery
We are committed to delivering the items ordered on the Website as soon as possible after receiving your payment, either to the address you provided during the ordering process, or to the pickup location of your choice via Mondial Relay.
The estimated delivery time is 3 to 5 business days. During product launch periods, delivery may take a little longer: please allow 5 to 10 business days.
For home deliveries, we are not responsible for delivery delays caused by providing an incorrect or incomplete address. If you are absent at the time of delivery, the shipping carrier will drop off the parcel at a pickup location near the delivery address and invite you to pick it up within a certain timeframe, upon presentation of a valid ID and of the delivery notice. Parcels unclaimed by the end of this period will be returned to us. We assume no responsibility for delivery delays resulting from the recipient’s absence or failure to pick up the parcel within the specified timeframe.
In the event of force majeure or of an external cause (including an error attributable to the customer), the delivery period shall automatically be extended by the duration of the impediment. You will be informed by email of the occurrence and end of such an event. If the impediment exceeds one month, either party may terminate the contract without liability for damages.
For all orders of €90 or more, MARTINE COSMETICS offers free shipping to pickup locations in Belgium and Metropolitan France.
7. Right of withdrawal
As a consumer, you have the right to withdraw from your order and return the items you ordered, at your expense, without giving any reason within 14 calendar days. MARTINE COSMETICS has decided to offer you an extended 30-day return period. This period runs from the day after delivery of the order.
You may exercise this right by sending an email to contact@martinecosmetics.com or a registered letter to the following address: MARTINE COSMETICS S.A. - chemin du Blanc Caillou 4/11 - 1420 Braine-l’Alleud (Belgium), clearly stating your wish to cancel the purchase.
You may use our Withdrawal Form or download the template form provided by the Belgian FPS Economy: www.economie.fgov.be/Formulaire-de-retractation.pdf.
In the event of a withdrawal, MARTINE COSMETICS will refund all payments received, except for the direct costs of returning the items and any additional costs resulting from the customer's choice of a more expensive shipping method than the standard shipping method offered.
The items must be returned in their original packaging, in new condition, and complete (with all accessories) to the following address: Braine E-Log - Martine Cosmetics, 1A Boulevard de la Technicité, 7110 La Louvière, Belgium, no later than 14 calendar days after you have notified us of your decision to withdraw from all or part of your order. You must retain proof of return. The refund will be issued without undue delay and, in any event, no later than 14 calendar days after we receive the returned items or after you provide proof of shipment of the items, whichever occurs first.
MARTINE COSMETICS will issue the refund using the same payment method used for the original transaction, unless you expressly agree to a different payment method and provided that this does not incur any additional costs for you.
You are responsible for the items until they are received by MARTINE COSMETICS. We will not refund returned items that have been lost in transit.
You are required to handle and inspect the items with care during the withdrawal period, as you would be permitted to do in a physical store. If the items are damaged as a result of handling beyond what is necessary to determine their nature, characteristics or proper functioning, the refund will be reduced accordingly.
The right of withdrawal does not apply to:
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items that are damaged, soiled or worn;
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items that are incomplete or not in their original packaging;
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sealed items that cannot be returned for health protection or hygiene reasons and that have been unsealed after delivery;
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items that have been personalized or custom-made at the customer's request.
Items returned under these conditions will remain at your disposal at MARTINE COSMETICS and will not be refunded.
8. Requests and Complaints
Your satisfaction is very important to us.
Any request or complaint relating an item must be sent by email to contact@martinecosmetics.com or by registered letter to Martine Cosmetics S.A. - Chemin du Blanc Caillou 4/11 - 1420 Braine-l’Alleud (Belgium) and will be reviewed as soon as possible. To expedite processing, please provide the order number and date.
9. Warranties
9.1. As a consumer, you benefit from the legal warranty for any lack of conformity existing at the time of delivery of the goods, provided that it becomes apparent within 2 years following delivery. In this case, you may demand the replacement of the item or, if this solution is not feasible or would be disproportionate, an appropriate price reduction or the termination of the contract subject to the return of the defective item, under the conditions provided by the relevant provisions of the Belgian Civil Code.
To exercise this warranty, you must - under penalty of forfeiture - notify MARTINE COSMETICS of the defect in writing within 2 months from the date on which you discovered it.
To facilitate the return of the defective item, we recommend that you email photos of the item and the shipping box to contact@martinecosmetics.com, including your order number, and keep the tracking number provided.
This warranty does not apply if the defect results from misuse, external causes, improper maintenance, normal wear and tear, or any use that does not comply with the manufacturer's or seller's instructions.
9.2. After the 2-year period, MARTINE COSMETICS warrants the items against hidden defects that render them unfit for their intended use or that so significantly impair such use that you would not have purchased them or would have paid only a lower price had you known of them.
If a hidden defect is discovered, you are required to act promptly and may choose either to return the defective item in exchange for a full refund or to keep it in exchange for a partial refund.
10. Liability
MARTINE COSMETICS assumes no liability in the event of out-of-stock or unavailability of items.
You acknowledge that you are aware of the intended use of the items sold. MARTINE COSMETICS therefore disclaims all liability for any bodily injury or property damage sustained by the Customer or a third party resulting from abnormal or inappropriate use of the items, or from use not in accordance with their intended purpose. The Customer undertakes to indemnify, defend, and hold harmless MARTINE COSMETICS against any claim, demand, or action, including all costs and expenses, that may result from any of the aforementioned uses.
You also acknowledge that MARTINE COSMETICS is bound only by an obligation of means and is liable for willful misconduct and gross negligence. In the event that gross negligence or willful conduct on the part of MARTINE COSMETICS is proven, the damages for which you could seek compensation shall be limited to the direct material damages resulting from the fault attributed to MARTINE COSMETICS, to the exclusion of any other damages.
It is the Customer’s responsibility to inquire about any restrictions or customs duties imposed by their country on the ordered items. MARTINE COSMETICS shall therefore not be held liable if you are subject to any restrictions or additional taxes due to your country’s policies in this regard.
MARTINE COSMETICS shall not be held liable in the event of any failure, breakdown, difficulty or interruption in operation that prevents access to the Website or any of its functionalities. You are solely responsible for the equipment you use to connect to the Website and must take all appropriate measures to protect your equipment and your own data, particularly against viral attacks via the Internet.
MARTINE COSMETICS shall not be held liable for any damage caused to you, third parties and/or your equipment:
- due to connection or use of the Website;
- in the event of hacking;
- resulting from failure to comply with these Terms and Conditions.
11. Force majeure
Under no circumstances shall MARTINE COSMETICS be held liable for any temporary or permanent failure to perform its obligations due to a force majeure event.
The following events, in particular, are considered force majeure: 1) the total or partial loss or destruction of its computer system or database, provided that neither of these events can reasonably be directly attributed to it and it has not been demonstrated that it failed to take reasonable measures to prevent either of these events, 2) earthquakes, 3) fires, 4) floods, 5) epidemics, 6) acts of war or terrorism, 7) strikes, whether declared or not, 8) lockouts, 9) blockades, 10) insurrections and riots, 11) an interruption in the supply of energy (such as electricity), 12) a failure of the Internet network or the data storage system, 13) a failure of the telecommunications network, 14) a loss of connectivity to the Internet network or the telecommunications network on which it depends, 15) an act or decision by a third party when such decision affects the proper performance of this contract, or 16) any other cause beyond its reasonable control.
After a one-month period of interruption due to force majeure, MARTINE COSMETICS may choose not to fulfill the order and will refund any amounts already paid.
12. Protection of Personal Data and Cookies
The personal data you provide to us is processed with the utmost care and in strict compliance with applicable laws (including the General Data Protection Regulation - “GDPR”), with full transparency.
We collect personal information from your interactions with us and our Website, including through cookies and similar technologies.
For more information, please review our Privacy Policy and our Cookie Policy.
13. Intellectual Property
MARTINE COSMETICS is the sole owner of the intellectual property rights applicable to the Website and its content (including trade names and trademarks, product designs, “look and feel”, texts, photographs, videos, databases, etc.).
The use of protected elements related to the Website or its content is subject to the prior written authorization of MARTINE COSMETICS, except when such use is strictly for private purposes. Any unauthorized reproduction or public communication of all or part of the Website or its protected elements may result in legal action in accordance with applicable laws.
14. No Waiver
The fact that MARTINE COSMETICS does not, at any given time, enforce any provision of these Terms and Conditions or shows leniency toward the Customer shall not be construed as a waiver of that provision or of MARTINE COSMETICS’s right to enforce that provision or any other provision at a later date.
15. Severability
The invalidity or unenforceability of any provision of these Terms and Conditions shall not affect the validity of the remaining provisions, and such provision shall remain binding to the fullest extent permitted by law.
16. Governing Law and Dispute Resolution
These General Terms and Conditions are governed by Belgian law. Any dispute that cannot be resolved amicably shall be subject to the exclusive jurisdiction of the courts of Walloon Brabant, unless otherwise required by mandatory public policy provisions.
You will find here information regarding alternative dispute resolution methods: www.europa.eu/youreurope/citizens/consumers/consumers-dispute-resolution, and the list of consumer dispute resolution entities in the Member States, Norway and Iceland and their contact data: www.consumer-redress.ec.europa.eu/list-alternative-dispute-resolution-adr-bodies.
You may also call on the Consumer Mediation Service: www.mediationconsommateur.be.
17. Updates
We reserve the right to update these Terms and Conditions at any time and therefore recommend that you review them regularly. The latest version of the Terms and Conditions will always be available on the Website. The version of the Terms and Conditions applicable to your purchase is the one published on the Website at the time of your order.
Last updated on September 3, 2026.
