Warranty & Damage Terms

P-Glassware is the commercial and online trading name of Pfleiderer-Glass-Works BV and sells, amongst other things, drinking glasses, glassware and related accessories. For consumers, the statutory guarantee of conformity applies for two years from the date of delivery, in accordance with the applicable Belgian legislation. The statutory guarantee covers defects in a product that constitute a lack of conformity and for which P-Glassware is liable under the law. These guarantee and liability terms do not affect consumers’ mandatory statutory rights.

As P-Glassware mainly sells fragile items, we ask customers to check their order carefully upon receipt. The customer should check that: • the packaging is undamaged; • the products ordered have been delivered correctly; • the number of products delivered matches the order; • the products show no visible breaks, cracks, chips or other damage; • the products delivered correspond to the order. Customers are expressly asked not to put the products away immediately without checking them, as any transport damage or other visible damage must be identified as soon as possible.

If, upon receipt or shortly thereafter, the customer notices visible damage, breakage, a missing part, an incorrectly delivered product or any other visible defect, this must be reported to P-Glassware within 10 calendar days of receiving the order. The report must be submitted via: info@pglassware.com When reporting the issue, please provide the following details, if possible: • the order number; • the customer’s name; • the date on which the order was received; • a clear description of the problem; • clear photographs of the damaged or faulty product; • in the case of transport damage: photographs of the outer packaging; • photographs of the inner packaging; • photographs clearly showing any damage to the product. This information is necessary to enable P-Glassware to assess the report correctly and, in the case of transport damage, to document the damage to the carrier.

When damage or breakage is reported, the customer is asked to keep the damaged product and its packaging until P-Glassware has assessed the report and, if necessary, provided further instructions. The customer must not continue to use a damaged glass product if this could pose a risk of injury or further damage. If P-Glassware requests photographs or additional information, the customer must cooperate reasonably to enable the cause of the damage to be determined.

The 10-calendar-day period has been set to ensure that visible damage, transport damage, missing parts and other immediately identifiable issues can be recorded and dealt with in a timely manner. If such visible damage is not reported within this period, it may make it considerably more difficult for P-Glassware to determine when and how the damage occurred. Failure to comply with this reporting period may therefore affect the assessment of a claim relating to visible damage at the time of or shortly after delivery, particularly where it is no longer possible to determine whether the damage occurred before, during or after delivery. This reporting period is not intended to exclude or limit consumers’ statutory rights regarding conformity or warranty. Where a defect can reasonably only be identified at a later date, the consumer may, in accordance with the applicable legal provisions, report this even after the expiry of the 10-calendar-day period.

P-Glassware takes particular care when packaging glassware to minimise damage during transport as far as possible. If a product is delivered broken or damaged, the customer must report this to P-Glassware within 10 calendar days of receipt, in accordance with Article 3. The customer is asked to provide clear photographs of: 1. the outside of the parcel; 2. any damage to the shipping box; 3. the inner packaging; 4. the protective material; 5. the damaged product; 6. the entire parcel if multiple products were ordered. P-Glassware will assess the report and, depending on the circumstances, offer the applicable statutory or contractual solution. The damaged product and the packaging must, where reasonably possible, be retained until P-Glassware has completed its assessment.

P-Glassware is not liable for damage caused by the customer or a third party after delivery. If, after receipt, a customer: • drops a glass or other product; • knocks it over; • knocks it against a hard object; • drops it whilst washing up or drying it; • drops it whilst moving or storing it; • damages it accidentally; • damages it in any other way as a result of an incident occurring after delivery, such damage is not covered by the statutory guarantee of conformity, insofar as the damage results from this incident and not from a pre-existing lack of conformity. For example, a glass that falls off a table and breaks after a few days’ use will not be replaced free of charge by P-Glassware. The same applies if a glass is damaged by a third party, a pet or any other external cause.

The statutory warranty does not apply to damage which, in accordance with the applicable legislation, results from incorrect, improper or abnormal use. This may include, amongst other things: • use for a purpose other than that for which the product is intended; • use contrary to the product information; • failure to comply with specific instructions for use or maintenance; • exposure to conditions for which the product is not suitable; • use of a product that is already visibly damaged; • damage resulting from an accident; • damage caused by an external event after delivery; • damage caused by a third party. P-Glassware cannot be held liable for damage that is a direct consequence of such use.

The statutory warranty does not cover normal wear and tear resulting from the normal use of a product. Depending on the type of product, the following may, for example, occur over time: • minor signs of use; • superficial scratches; • normal signs of wear and tear; • minor changes resulting from normal use or maintenance . Such normal signs of wear and tear do not in themselves constitute a lack of conformity. This does not apply if the damage or change proves to be the result of a fault in materials, design or manufacture for which P-Glassware is liable under the law.

Not every defect can be identified immediately upon receipt. If a product only develops a defect after some time has elapsed, the customer may report this to P-Glassware, even if the 10-calendar-day period has already expired. The report will be assessed in accordance with the applicable legal provisions regarding conformity and warranty. The mere fact that a product becomes damaged or is no longer usable within the statutory warranty period does not automatically mean that there is a lack of conformity. A distinction must be made between: a lack of conformity, for which the statutory guarantee may apply, and damage arising after delivery as a result of use, an accident or any other external cause, for which P-Glassware is not liable if the damage is not the result of a lack of conformity.

If, during normal and correct use, a product develops a fault that may be the result of a manufacturing, material or other inherent defect, the customer may contact P-Glassware. Examples may include: • a structural defect in the glass; • a manufacturing fault; • a defect that renders the product unsuitable for normal use; • a product that does not correspond to the description or order. P-Glassware will investigate the report and, in accordance with the applicable legal provisions, assess whether there is a lack of conformity.

Some products offered through P-Glassware may be handmade, mouth-blown or produced using other traditional methods. With such products, slight variations may occur in: • shape; • thickness; • colour; • texture; • transparency; • finish; • air bubbles or other minor characteristics inherent to the production process. Where such characteristics are inherent to the nature and method of manufacture of the product and are consistent with the product information, they are not automatically regarded as a lack of conformity.

A glass or other glass product that is visibly cracked, damaged, chipped or otherwise impaired must not be used any further. The customer must take such a product out of use. P-Glassware cannot be held liable for any further damage or injury arising from a customer knowingly continuing to use a visibly damaged product, insofar as such liability can be excluded by law. If in doubt about the safety of a product, the customer is requested not to use the product any further and to contact P-Glassware.

For consumers, the statutory guarantee of conformity as laid down by Belgian law applies. For new consumer goods, this statutory guarantee is, in principle, valid for two years from the date of delivery. The statutory guarantee may, amongst other things, apply to products that do not comply with the contract or do not possess the characteristics that the consumer could reasonably expect. This statutory guarantee cannot be excluded or limited by these terms and conditions of guarantee. Where, in accordance with the applicable legal provisions, there is a lack of conformity, the statutory remedies shall apply. Depending on the circumstances and the statutory conditions, this may include, amongst other things, repair or replacement free of charge and, where the statutory conditions are met, a price reduction or termination of the contract.

P-Glassware does not offer a separate commercial guarantee providing for the free replacement of products damaged by the customer or a third party after delivery. In practical terms, this means that P-Glassware is not obliged to replace a glass free of charge if the customer drops it after purchase and it breaks as a result. The same applies to damage caused by knocks, falls, misuse, careless handling or other incidents occurring after delivery. This provision does not affect the statutory guarantee should it transpire that the damage is not the result of the customer’s use or actions, but of a lack of conformity for which P-Glassware is liable under the law.

Where a customer makes a claim under the warranty, P-Glassware may investigate the circumstances surrounding the reported problem. In doing so, P-Glassware may, to the extent reasonably necessary: • request photographs; • ask for information regarding the product’s use; • ask when and how the problem was identified; • request that the product be returned for assessment; • request additional information or documentation. The purpose of such an assessment is to determine whether there is a lack of conformity or whether the damage occurred after delivery as a result of use or an external cause. P-Glassware will not reject a warranty claim solely on the grounds that the customer did not report a hidden defect immediately upon first discovery, provided that the applicable legislation still grants the consumer a valid right to a warranty.

A warranty claim can be submitted via: info@pglassware.com Please provide the following details, if possible: • name; • order number; • date of purchase; • date of delivery; • description of the problem; • photographs of the product; • photographs of any damage; • information about the circumstances in which the problem was identified. P-Glassware will acknowledge receipt of the report and assess it within a reasonable timeframe. If the assessment reveals a lack of conformity covered by the statutory warranty, P-Glassware will apply the statutory remedy.

No provision of these warranty and liability terms is intended to limit or exclude the statutory rights of consumers. Should any provision of these terms conflict with a mandatory statutory provision, the statutory provision shall take precedence. In such a case, the remaining provisions shall remain in full force and effect. Contact details P-Glassware an online shop of Pfleiderer-Glass-Works BV Schaluinstraat 26 3128 Tremelo Belgium Company number / VAT number: BE 0829.639.218 Email: info@pglassware.com Telephone: +32 (0)478 55 56 06