Refund policy

This English version is a translation provided for your convenience. The French version is the only legally binding text and prevails in the event of any difference.

This page explains what you can do if an item does not suit you. It concerns orders placed online on vertsapin.be.

Two regimes coexist, because we sell two very different things: a real Christmas tree, which is a perishable product, and decorations, which are not.

In brief

  • Real trees (Nordmann, Norway spruce): once the tree has been delivered, there is no right of withdrawal, because a cut tree deteriorates rapidly. In return, you can refuse it and exchange it at the time of delivery. Before delivery, your order can still be cancelled under the conditions set out below.
  • Decorations and accessories: fourteen calendar days to change your mind, with no reason to give and no penalty.
  • All items: the two-year legal guarantee of conformity applies. It is a separate right, which is not to be confused with withdrawal and which does not end with it.

Real trees

Why there is no withdrawal for a delivered tree

The Code of Economic Law (Book VI) excludes the right of withdrawal for goods which are liable to deteriorate or expire rapidly. A cut real tree falls into this category: it loses its freshness day after day and cannot be put back on sale. Our Nordmann and Norway spruce trees are therefore excluded from the fourteen-day period, once delivered.

This exception concerns the tree, and the tree alone. It does not extend to any other item in the catalogue.

Exchange at the time of delivery

Delivery is free in Brussels and the surrounding area, that is, in the 19 municipalities of the Brussels-Capital Region and the 18 municipalities bordering it. Elsewhere in Belgium, it costs €9.90 VAT included per order, whatever items are ordered. There is no minimum order. The amount of the delivery charge applicable to your address is displayed before the order is confirmed. You choose the day and the time, and the tree is delivered at your door, to the address and in the time slot you have given. Take the time to look at it before we leave.

Setting up and decorating the tree fall under our home service, which is subject to a separate quote: they are not part of an order placed on the online shop.

If you do not like the shape, the size or the density, say so on the spot. We exchange it immediately, free of charge, for another tree available in the van, including one of a different size. The stock in a van is necessarily limited: the exchange is therefore made from among the trees present that day.

If none of the trees in the van suits you

We do not leave you with a tree you do not want. If nothing suits you that day, we look for a solution with you: arranging a redelivery on another date, or taking the tree back and refunding you.

A damaged tree or one different from the one ordered

This is no longer a change of mind, it is a lack of conformity. A tree that is broken, dried out, of a different species or of a different size from the one ordered falls under the legal guarantee described below: we replace it, or we refund you if replacement is not possible.

If the damage is visible at the time of delivery, confirm it to us in writing within the following week. This period does not take away any of your rights: the two-year legal guarantee remains intact.

Report the problem to us within two months of the day on which you notice it: this is the minimum period provided for by law, and it is the one we apply. For a tree, preferably let us know on the day of delivery itself: a photo taken on the spot settles the matter in one go.

Cancelling a tree order before delivery

Your order can be cancelled free of charge up to twenty-four hours before the delivery time slot you have chosen; within the same period, you can also move it to another date. Let us know by email at info@vertsapin.be or by telephone on +32 479 73 03 49, stating your order number. We refund you in full for everything you have paid.

Decorations and accessories: fourteen days

Shatterproof baubles, garlands, fairy lights, tree toppers, mugs, stockings, snow sprays, bauble hooks, wooden cross stands: all these items carry a right of withdrawal of fourteen calendar days. A bauble is not perishable goods, and nothing would justify depriving you of this period.

You do not have to give any reason and you do not pay any penalty.

If you collected your order at a stall

You can order online and come and collect your order at one of our stalls rather than having it delivered. This changes nothing about your rights. The contract was formed on the site, not at the stall: it is a distance sale, and the fourteen days apply to decorations exactly as if you had had them delivered. The period expires fourteen days after the day on which you, or a third party other than the carrier and indicated by you, acquire physical possession of the goods: at the stall, that is the day on which you collect your order.

It is different for a purchase made directly at a stall, without a prior order: that purchase does not give rise to a right of withdrawal, because it is in no way a distance sale. You saw and chose the item on the spot.

How the fourteen days are counted

  • The period expires fourteen days after the day on which you, or a third party other than the carrier and indicated by you, acquire physical possession of the goods. The day of receipt therefore does not count.
  • If the order contains several items delivered separately, it expires fourteen days after the day on which you, or that third party, acquire physical possession of the last one.
  • The period is counted in calendar days. If it ends on a Saturday, a Sunday or a public holiday, it is extended until the end of the following working day.

How to let us know

A clear statement is enough. Write to us at info@vertsapin.be or call +32 479 73 03 49 before the end of the fourteen days. No form is compulsory: we cannot impose a template on you, and a message that leaves no doubt as to your intention does the job.

So that we can deal with it quickly, please state:

  • your name and your address;
  • the number and the date of the order;
  • the items concerned;
  • the date on which you received them.

If you prefer a ready-made text, this one will do: “I hereby give notice that I withdraw from my contract for the following items, ordered on … and received on …. Name, address, date.”

Model withdrawal form

You are not obliged to use it, but it is available to you. Complete and return it only if you wish to withdraw.

  • To ONLY WAY SRL (Vert Sapin), Rue du Pinson 64, 1170 Watermael-Boitsfort, Belgium, info@vertsapin.be, +32 479 73 03 49.
  • I hereby give notice that I withdraw from my contract of sale of the following goods:
  • Ordered on / received on:
  • Name of consumer:
  • Address of consumer:
  • Date:
  • Signature (only if this form is notified on paper):

Sending the items back

Send them back no later than fourteen days after letting us know. It is the date of dispatch that counts, not the date on which the parcel reaches us.

Preferably return them in their original packaging, complete and with their accessories: this allows us to put them back on sale. You have the right to examine them as you would have done in a shop. If you have handled them beyond what is necessary to establish their nature and their proper functioning, we may deduct the resulting loss of value from the refund. The original packaging helps us, but its absence does not deprive you of your right to a refund.

The return address is as follows: ONLY WAY SRL (Vert Sapin), Rue du Pinson 64, 1170 Watermael-Boitsfort, Belgium.

The direct cost of returning decorations is borne by us: the return costs you nothing. The law would allow us to leave it to you; we have chosen to bear it. Simply keep your proof of postage.

Items are returned by post or by a parcel service. We do not arrange for items to be handed back in person, nor to the delivery team.

The refund

We refund you no later than fourteen days after the day on which we receive your decision to withdraw. We may wait until we have received the items, or the proof that you have sent them if it reaches us sooner, before making the refund.

We use the payment method of your order, Shopify Payments or PayPal. The refund costs you nothing.

The refund covers the price of the items you send back. If you withdraw from your entire order, the delivery charge you paid is also refunded to you.

If your order also included a tree, only the price of the decorations sent back is refunded to you: the delivery charge, which also covers the tree you are keeping, is not.

The legal guarantee of conformity: two years

This right has nothing to do with changing your mind. It applies when the item is defective or does not match what was described, and it covers everything we sell, trees included.

Each item must conform to its description, have the qualities that can normally be expected of it, and work. Fairy lights that do not light up, a wooden cross stand that breaks the first time it is assembled, a tree delivered in a different species from the one ordered: these are lacks of conformity.

You have two years from delivery to assert them. During these two years, it is up to us to show that the defect did not exist at the time of delivery, not up to you to prove the opposite.

You choose between repair and replacement of the item, at our expense. We can set aside your choice only if it is impossible or if it would impose costs on us that are disproportionate compared with the other solution. If neither succeeds within a reasonable time, or if it causes you significant inconvenience, you can ask for a price reduction or for termination of the sale with a refund.

The guarantee does not cover normal wear and tear, damage caused by misuse, or the natural drying out of a cut tree kept without water or near a source of heat.

To make use of it, write to info@vertsapin.be describing the problem. A photo helps a great deal.

The early-January pick-up is not a return

The early-January pick-up exists only as part of our services on quote, for businesses and for private customers (home service), where it is provided for and included in the quote. It is not part of orders placed on the online shop: we do not come back to pick up a tree or decorations bought on vertsapin.be.

Where it applies, it is an end-of-season service, not a return and not a withdrawal. It neither reduces nor replaces the rights described on this page, and it does not give rise to a refund.

Contact us

You can contact us by email, by telephone or by post. Any unequivocal statement is valid, whatever the means used. Email remains the simplest for us, and it leaves you a written record: we reply in French, within twenty-four hours. The telephone line is open every day, from 10:00 to 19:00.

The seller

  • Vert Sapin is a trade name of ONLY WAY SRL.
  • Registered office: Rue du Pinson 64, 1170 Watermael-Boitsfort, Belgium.
  • Company number: 1029.126.052.
  • VAT number: BE 1029.126.052.
  • Register of Legal Entities: Brussels.
  • Manager: Quentin De Buyst.

In the event of disagreement

Let's talk about it first: most situations are resolved in an exchange of messages. If we cannot find a solution, you can refer the matter free of charge to the Consumer Mediation Service, or report the situation to the FPS Economy. You retain at all times the option of bringing the matter before the competent Belgian courts and tribunals.

Consumer Mediation Service, Boulevard du Roi Albert II 8 bte 1, 1000 Brussels; contact@mediationconsommateur.be; 02 702 52 20; https://mediationconsommateur.be

Last updated: 25 October 2026.