Terms & Conditions
Last updated: 13 May 2026
These Terms & Conditions apply to the use of this website and to all orders placed with Substance Europe B.V. By using our website, placing an order, requesting a quotation, or purchasing goods from us, you agree to be bound by these Terms & Conditions.
Please read these Terms carefully before placing an order. If you do not agree with these Terms, you should not use this website or purchase goods from us.
1. Company Information
This website is operated by Substance Europe B.V., a company based in Belgium.
Trading Address:
Substance Europe B.V.
Lodewijk de Raetlaan 12A
3900 Pelt
Belgium
Email: sales@substance-europe.com
References in these Terms to “we”, “us”, “our” or “Substance Europe” refer to Substance Europe B.V. References to “you”, “your” or “customer” refer to the person, business, company or organisation using this website or purchasing goods from us.
2. Use of Our Website
You agree to use this website only for lawful purposes and in a way that does not infringe the rights of, restrict, or inhibit the use and enjoyment of this website by any other person.
You must not misuse this website by knowingly introducing viruses, malicious code, or other material that is technologically harmful. You must not attempt to gain unauthorised access to our website, server, database, or systems.
We reserve the right to suspend, restrict, or terminate access to the website at any time without notice where we believe misuse has occurred.
3. Product Information
We aim to ensure that all product descriptions, images, specifications, pricing, and availability information shown on our website are accurate and up to date. However, product images are for illustrative purposes only and actual products may vary slightly in colour, finish, packaging, or appearance.
Technical information, performance guidance, application advice, compatibility information, durability claims, and usage recommendations are provided in good faith based on our knowledge, supplier information, testing, and experience. However, customers are responsible for ensuring that products are suitable for their intended use, application method, equipment, environment, and end customer requirements.
Where products are used for printing, signage, graphics, motocross graphics, wraps, decals, or other specialist applications, we strongly recommend testing the product before full production or commercial use.
4. Orders
When you place an order through our website, by email, by telephone, or by any other method, you are making an offer to purchase goods from us. An order is not accepted by us until we have confirmed acceptance, processed payment, issued an invoice, or dispatched the goods.
We reserve the right to refuse, cancel, or amend any order where:
- the product is unavailable;
- there has been an error in the product description, price, or availability;
- payment has not been received or authorised;
- we suspect fraudulent, unauthorised, or unlawful activity;
- delivery cannot be completed to the address provided;
- the order appears to breach these Terms.
If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled goods.
5. Business Customers and Consumer Customers
We sell primarily to business customers, but may also sell to consumer customers where applicable.
If you are purchasing goods wholly or mainly for use in connection with your trade, business, craft, or profession, you are purchasing as a business customer.
If you are purchasing goods for personal use and not for business, resale, trade, or professional purposes, you may be treated as a consumer and may have additional statutory rights under Belgian and European Union consumer protection law.
Nothing in these Terms is intended to limit or exclude any statutory rights that cannot legally be limited or excluded.
6. Pricing
All prices shown on our website are listed in the currency displayed at checkout. Prices may be shown exclusive or inclusive of VAT depending on the website settings, customer account type, market, location, or sales channel.
Any applicable VAT, taxes, duties, shipping charges, or additional fees will be shown at checkout where possible before you complete your purchase.
We reserve the right to change prices at any time without notice. Price changes will not affect orders that have already been accepted, unless there has been an obvious pricing error.
If a product has been listed at an incorrect price due to an error, we may cancel the order and provide a refund, or contact you to confirm whether you wish to proceed at the correct price.
7. Payment
Payment must be made using one of the payment methods made available at checkout or otherwise agreed by us in writing.
Orders may not be processed, manufactured, picked, packed, or dispatched until payment has been received in full, unless you have an approved trade account or credit facility with us.
Where credit terms have been agreed, payment must be made in accordance with the terms stated on the relevant invoice or account agreement. We reserve the right to suspend further supply, cancel outstanding orders, or withdraw credit facilities if payment is overdue.
8. Trade Accounts and Credit Terms
Any trade account or credit facility is offered at our discretion and may be amended, suspended, or withdrawn at any time.
Customers with approved credit accounts must pay invoices by the due date stated on the invoice. Late payments may result in:
- orders being placed on hold;
- credit terms being reduced, suspended, or withdrawn;
- interest or recovery costs being applied where permitted by law;
- the account being passed to a debt recovery service.
Goods remain the property of Substance Europe B.V. until paid for in full.
9. Delivery
We aim to dispatch orders as quickly as possible. Any delivery times or dates provided are estimates only and are not guaranteed unless expressly agreed in writing.
Delivery times may vary due to stock availability, courier delays, customs processing, public holidays, weather, operational issues, or events outside our control.
We are not liable for any loss, delay, cost, or damage arising from late delivery where the delay is outside our reasonable control.
You are responsible for ensuring that the delivery address provided is complete, accurate, and accessible. If a delivery fails due to incorrect address details, refusal of delivery, missed delivery attempts, or failure to collect from a courier depot, additional charges may apply.
10. International Delivery, Customs, Duties and Taxes
Where we ship goods outside Belgium or the European Union, the customer is responsible for any applicable import duties, customs charges, taxes, clearance fees, brokerage fees, or other charges imposed by the destination country unless otherwise agreed in writing.
International customers are responsible for ensuring that products can be lawfully imported into and used in their country.
We are not responsible for delays caused by customs inspections, import restrictions, incorrect documentation provided by the customer, or failure by the customer to pay applicable import charges.
11. Risk and Ownership
Risk in the goods passes to you when the goods are delivered to the delivery address provided, collected by you, or collected by a courier or carrier arranged by you.
Ownership of the goods remains with Substance Europe B.V. until we have received full payment for the goods and any related delivery charges.
12. Checking Goods on Delivery
You must inspect goods as soon as reasonably possible after delivery.
If goods arrive damaged, missing, or incorrect, you must notify us as soon as possible by emailing sales@substance-europe.com. Please include your order number, a description of the issue, and photographs of the goods, packaging, and delivery label where relevant.
For business customers, delivery shortages, visible damage, or incorrect goods must be reported within 3 working days of delivery unless otherwise agreed in writing. Failure to notify us within this period may affect our ability to resolve the issue.
13. Returns
Please contact us before returning any goods. Goods must not be returned without prior authorisation.
Returned goods must be unused, unopened, in resaleable condition, and in their original packaging unless the goods are faulty or incorrectly supplied.
We reserve the right to refuse a return or deduct a reasonable amount from any refund where goods have been used, damaged, opened, contaminated, altered, improperly stored, or returned in an unsuitable condition.
Customers are responsible for return shipping costs unless the goods are faulty, damaged on arrival, or incorrectly supplied.
14. Consumer Cancellation Rights
If you are a consumer purchasing online within the European Union, you may have the right to cancel your order within 14 days of receiving the goods, subject to certain exceptions.
To exercise your right to cancel, you must contact us at sales@substance-europe.com with your order details and a clear statement that you wish to cancel.
If your cancellation right applies, goods must be returned to us in unused, unopened, and resaleable condition. You are responsible for the cost of returning the goods unless the goods are faulty or incorrectly supplied.
Some goods may be excluded from cancellation rights, including but not limited to:
- custom-made or special-order products;
- products cut to size or made to customer specification;
- products that have been opened, used, contaminated, damaged, or altered;
- goods that cannot be resold for health, safety, quality, or technical reasons once opened;
- business-to-business orders, unless otherwise agreed by us.
This section does not affect your statutory rights if goods are faulty, not as described, or not fit for purpose.
15. Business-to-Business Returns
Business-to-business purchases are not automatically eligible for cancellation or return unless the goods are faulty, damaged, incorrectly supplied, or we have agreed to the return in writing.
Where we agree to accept a business return, the goods must be unused, unopened, in original packaging, and in resaleable condition. A restocking fee may apply.
Custom, special-order, clearance, discounted, cut-length, or non-stock products are non-returnable unless faulty or incorrectly supplied.
16. Faulty Goods
If you believe goods are faulty, you must contact us as soon as possible at sales@substance-europe.com with your order number, a description of the fault, photographs where applicable, and details of how the product has been stored, handled, printed, laminated, applied, or used.
We may ask you to return the goods for inspection or provide samples for testing. Goods must not be disposed of before we have had the opportunity to inspect them, unless we agree otherwise in writing.
If goods are confirmed to be faulty, we may offer a replacement, repair, credit, or refund depending on the circumstances and your legal rights.
We are not responsible for faults, failures, or performance issues caused by incorrect storage, unsuitable application, incompatible inks or laminates, incorrect printer settings, poor surface preparation, unsuitable installation conditions, improper handling, customer error, misuse, or failure to follow product guidance.
17. Product Testing and Suitability
Customers are responsible for testing products before production, resale, installation, or end use.
This is particularly important for specialist applications including, but not limited to, printed graphics, wraps, decals, motocross graphics, signage, vehicle graphics, laminated products, outdoor applications, high-wear applications, and products exposed to fuel, chemicals, abrasion, pressure washing, UV, heat, cold, or moisture.
Any advice provided by us regarding suitability, application, durability, compatibility, or performance is general guidance only and does not remove the customer’s responsibility to carry out appropriate testing.
18. Storage and Handling
Products must be stored and handled in accordance with good industry practice and any product-specific guidance provided by us or the manufacturer.
Unless otherwise stated, products should be stored in clean, dry, stable conditions away from excessive heat, cold, moisture, dust, chemicals, direct sunlight, and contamination.
We are not liable for product failure or reduced performance caused by incorrect storage, handling, transport, conversion, processing, or use after delivery.
19. Colour, Print and Material Variations
Colours, finishes, thicknesses, textures, adhesive performance, backing papers, release liners, roll dimensions, and product characteristics may vary slightly between batches or manufacturing runs.
Screen colours and product images shown online may not accurately represent physical product colours or finishes.
Where colour, finish, or compatibility is critical, customers should request samples and complete testing before ordering or using goods in production.
20. Warranties
Any manufacturer warranties, durability statements, technical data, or performance claims are subject to the relevant product conditions, correct storage, correct handling, correct application, and suitable end use.
Unless expressly confirmed in writing, we do not guarantee that any product will be suitable for a specific purpose, application, printer, ink system, laminate, surface, environment, or end customer requirement.
To the fullest extent permitted by law, all implied warranties, conditions, or terms are excluded except those that cannot legally be excluded.
21. Limitation of Liability
Nothing in these Terms limits or excludes our liability for death or personal injury caused by negligence, fraud, fraudulent misrepresentation, or any other liability that cannot legally be limited or excluded.
Subject to the above, we shall not be liable for:
- loss of profit;
- loss of business;
- loss of contracts;
- loss of goodwill;
- loss of production time;
- loss of opportunity;
- installation, removal, reprinting, refitting, or labour costs;
- indirect, consequential, or special losses;
- losses caused by customer misuse, incorrect application, incorrect storage, or failure to test products.
For business customers, our total liability in connection with any order shall not exceed the price paid for the goods giving rise to the claim, unless otherwise required by law.
22. Intellectual Property
All website content, including text, images, graphics, logos, product information, layouts, designs, downloads, and other materials, is owned by or licensed to Substance Europe B.V. unless otherwise stated.
You may not copy, reproduce, distribute, modify, display, publish, or use any website content for commercial purposes without our prior written permission.
All trademarks, product names, brand names, and logos remain the property of their respective owners.
23. Customer Artwork, Files and Content
Where customers provide artwork, files, logos, graphics, specifications, or other content, the customer confirms that they have the right to use and supply that content.
The customer is responsible for ensuring that supplied files are accurate, suitable, correctly sized, and free from errors.
We are not responsible for issues caused by incorrect, incomplete, low-resolution, corrupted, unsuitable, or inaccurate customer-supplied files.
You agree to indemnify us against any claims, losses, damages, costs, or expenses arising from any allegation that customer-supplied content infringes the rights of a third party.
24. Privacy and Personal Data
We will process personal data in accordance with applicable Belgian and European Union data protection laws, including the General Data Protection Regulation, and our Privacy Policy.
By using our website or placing an order, you acknowledge that we may collect and process information necessary to manage your order, process payment, deliver goods, respond to enquiries, manage customer accounts, and comply with legal obligations.
Please refer to our Privacy Policy for more information about how personal data is collected, used, stored, and protected.
25. Website Availability
We aim to keep our website available and functioning correctly, but we do not guarantee uninterrupted or error-free access.
We may suspend, withdraw, amend, or restrict access to all or part of the website for business, operational, security, maintenance, or legal reasons.
We are not liable for any loss or damage caused by website downtime, errors, interruptions, or technical issues.
26. Third-Party Links
Our website may contain links to third-party websites or services. These links are provided for convenience only.
We are not responsible for the content, security, accuracy, availability, or practices of any third-party website or service.
27. Events Outside Our Control
We shall not be liable for any delay or failure to perform our obligations where the delay or failure is caused by events outside our reasonable control.
This may include, but is not limited to, courier delays, customs delays, strikes, labour shortages, supply chain disruption, accidents, fire, flood, extreme weather, war, terrorism, pandemics, government restrictions, power failures, internet failures, cyber incidents, or supplier/manufacturer issues.
28. Changes to These Terms
We may update these Terms & Conditions from time to time. The latest version will be published on this page with the updated date shown at the top.
Your continued use of the website or placement of orders after changes are published will be treated as acceptance of the updated Terms.
29. Governing Law and Jurisdiction
These Terms & Conditions, and any dispute or claim arising out of or in connection with them, shall be governed by the laws of Belgium.
If you are a business customer, the courts of Belgium shall have jurisdiction over any dispute or claim, unless otherwise required by mandatory applicable law.
If you are a consumer, you may have the right to bring proceedings in your local jurisdiction where required by applicable consumer law.
30. Contact Us
If you have any questions about these Terms & Conditions, please contact us:
Substance Europe B.V.
Lodewijk de Raetlaan 12A
3900 Pelt
Belgium
Email: sales@substance-europe.com