General Information
Click here to read our Privacy Statement.
1. Company Information
“The Canyon Store”, “CanyonStore”, “CanyonStore.eu”, “CanyonStore.be”, “CanyonStore.nl” and related forms (with/without capitalization, spaces, TLD,…) are registered brand names belonging to CanyonStore BV, with its registered office at Firmin Jacobslaan 44, 3545 Halen (Belgium). The trademark is registered under Registration number 0934904 at the Benelux-Bureau voor de Intellectuele Eigendom (BBIE).
CanyonStore.eu is an online shop geared towards the sale of, primarily, canyoning and mountain sports equipment via the internet.
CanyonStore.eu endeavours to place as much information as possible on its website, but should you still have any queries, please do not hesitate to email us.
CanyonStore.eu considers it essential that the customer is kept updated, insofar as is possible, about the status of their order. The order is thus confirmed by email, while the customer is also informed when the order is processed and given the tracking number, which means that the customer is continuously updated on the progress of the order.
2. Availability
Contacting us by email is the best option. We try to give a response within 24 hours of receiving your email. You can of course also always contact us by phone. Alternatively you can contact us via social media (Facebook, Twitter,…) or by plain old letter.
3. Company Details
The Canyon Store is fully owned and run by CanyonStore, with administrative address as follows:
The Canyon Store,
CanyonStore BV,
c/o Daniel Buvens,
Firmin Jacobslaan 44, 3545 Halen, Belgium
Tax registration Number: BE-0884470546
Tel: +32 497 358994
Email: Sales <at> CanyonStore .eu
4. Warehouse
All of the picking, packing and shipping of orders is handled by our logistics partner, Webship, in the warehouse in Vichte (Belgium). The working hours of the warehouse are from 8:00h till 12:00h and from 13:00h till 17:30h (CET), from Monday to Friday (Saturday on appointment only).
Warehouse address:
Webship, attention of CanyonStore
Oudenaardestraat 84 gate 61, 8570 Vichte, Belgium
Tel: +32 479 596 697
5. Return Policy & Cancellation (for private customers)
Images can deviate from the actual items. We try to place as accurate as possible photographs of the items, but this is not always possible.
The customer has the right to inspect the items upon receipt. We understand that a package sometimes arrives at an inconvenient moment, and you simply don’t have time to inspect your order within the legal term of fourteen (14) days of receipt thereof. Therefore we extend the grace period to sixty (60) days for private customers, for all orders placed on or after 1 September 2019. A private customer is hence entitled to cancel (part of) the order within sixty (60) days of receipt thereof, period starting on the day following the day of receipt. The items must be returned undamaged and (where possible) in their original packaging, along with the labels, stickers, etc. The costs for returning the items are always borne by the customer! However, please note that our store policy is to refund (pay back) orders only if the return is announced within fourteen (14) days of receipt thereof. Between day fourteen (14) and day sixty (60) of the extended return period we can give you a store credit. This store credit will remain valid for 1 (one) year after we have received the returned goods.
All returns and cancellations must be announced in writing within sixty (60) days of receipt, period starting on the day following the day of receipt. Returns which are announced after the 60 (sixty) day extended return period are not accepted. The customer must ship the unwanted items to our warehouse (see above for address) within fourteen (14) days after announcing the return. Do not return goods to the company seat! Returns and cancellations are to be sent to the warehouse only! We highly recommend that goods are returned with a tracking code!
Returned items or (partially) cancelled orders will be repaid within fourteen (14) days after receiving the returned goods. The repayment will be done through the same channel as the original payment was received. The Canyon Store does not charge fees or extras for cancellations or returned goods.
The consumer has the right to unpack the goods, inspect the goods, verify that the size is right, the color of the product matches the color of their eyes, etc. However, if the products are affected by an impairment resulting from the handling of the goods that goes beyond what was necessary to determine the nature, the characteristics and the functioning of the goods, the consumer will be responsible for this. The Canyon Store is entitled to reduce the reimbursement proportionally to reflect this impairment. For example, trying on a pair of shoes in your living room to see if they fit is okay. Trying on a pair of shoes and going on a long walk outside to see if they fit is beyond what is necessary.
Note that personalised items and items specifically tailored to a customer cannot be cancelled or returned. This may include such items as (non-exhaustive list) neoprene suits made to fit, shoes very small or large sizes (such as shoe size 47 or above, shoe size 35 or below for adults,…), laser engraved carabiners, items which are not part of our regular product range, etc.
6. Return Policy & Cancellation (for business customers)
Under European law business customers do not have the right to cancel orders or return items. The right to cancel (part of) the order within fourteen (14) days of receipt thereof does not apply to business customers.
Business customers who wish to return/cancel (part of) an order should contact The Canyon Store in writing within fourteen (14) days of receipt, period starting on the day following the day of receipt. These requests may or may not be taken into consideration. This will be examined case by case. The Canyon Store retains the privilege to accept or reject requests for cancellation/return from business customers.
Business customers are defined as clients who enter company details in their invoicing data, i.e. enter a VAT-number and/or company name for the invoicing. This includes non-profit organisations, and as such includes fire departments, governmental agencies, universities, health care organisations, etc. Quite obviously business customers also include for-profit organisations (commercial companies), even if their main goal is not related to canyoning (example: an arborist who buys a canyoning backpack, a travel agent who buys a pair of shoes for personal use but asks to be invoiced on his company).
7. Incorrect deliveries and complaints
If you placed your order from our online shop and received the wrong product, please contact us and we’ll help you with the return and/or refund process. We still work with humans in our warehouse and humans make mistakes. Please note, if the box arrives damaged and/or appears to have been opened, let us know and definitely take pictures before unpacking the box.
If you receive a wrong product then the first thing you need to do is contact us, by phone or preferably by mail. Please send us as much information as possible. Include your order number, which product you ordered and what you received instead. Include pictures of the product, product label(s), barcode(s), and the picking slip. We will then investigate in our warehouse, and amongst others do a count of our stock, check the weight of the outgoing box (each outbound order is weighed and registered) and see if this weight corresponds with the correct/incorrect articles. If the investigation shows that the wrong article has indeed been sent, we will contact you and figure out a way to rectify this. This can be a return label, or a proposal to keep the wrong product at a discounted rate.
If you receive an incorrect product and do not warn us within fourteen (14) days of receipt thereof, then we will consider this an act of acceptance of the received product in lieu of the ordered article.
Please note that if you have received an incorrect product, you do not automatically have the right to keep this product “for free”. We will send you the correct item, and/or refund you. We will also propose that you keep the incorrect item (at a discounted rate), or send you a return label. We expect the customer to return the inadvertently received articles within seven (7) days after receipt of the return label. Keeping a product which is not your property without permision, even if you have mistakenly received it, is known as embezzlement.
Our company guarantees quality and service. Should, despite all our efforts and checks, items be delivered that do not meet your demands or that do not reach you in an undamaged condition, we request that you submit a complaint in writing to our Customer Service department (CanyonStore BV, Firmin Jacobslaan 44, 3545 Halen). If you have a problem with goods or services you purchased online, and we cannot reach an amiable solution, please be advised that you can use the European ODR platform to make a complaint and have it resolved by an independent dispute resolution body. For more information, please check https://ec.europa.eu/consumers/odr
Orders will be shipped to the address that has been provided by the customer. This is the reason why customers must place their order online. The customer is responsible for entering the correct invoicing address, delivery address, and contact details. If a customer enters an incorrect address, then the order will be shipped to this incorrect address.
A tracking code is sent out for each parcel. It may happen that a customer needs to pick up the parcel at a post office, a parcel pick up point, a customs office or something similar. The exact location may differ from parcel to parcel, country to country. The client may be subject to import duties and taxes, which are levied once the package reaches their country. Additional charges for customs clearance must be borne by the customer; CanyonStore has no control over these charges and cannot predict what they may be. If a package doesn’t get picked up, it usually gets returned to the warehouse as “refused” or “not picked up”.
If the parcel gets returned to the warehouse due to an incorrect address or due to not being collected by the customer, then the order will be automatically refunded minus the shipping costs. A credit note will be issued automatically and the refund will occur through the same channel as the original order (Paypal, Visa, Bancontact, iDeal,…). Note that if the customer still wishes to receive the package, then they must place a new order.
8. Applicable law
The site falls under the application of Belgian law. In litigation, only the Belgian courts have jurisdiction.
9. Pricing
All articles remain the property of The Canyon Store until full payment has been received. Invoices are payable at the latest on the due date stated on the invoice. The buyer may not rely on a dispute with the seller not to pay their bills. The client only becomes the owner of the goods sold after the amounts due have been paid in full. However, the risks that the goods may run are borne by the client as soon as they are made available to them. In the absence of payment, a delay interest of 10% will always be charged, with a minimum of 50 euros (excluding VAT).
The sale and supply of goods and services are always subject to availability of stock, and receipt of your payment in cash or in cleared funds, so:
(a) In the event that we are reasonably unable to supply the goods or services which you have ordered due to circumstances beyond our control, we will endeavour to inform you of this as soon as possible and our contract with you will, insofar as it relates to goods or services which we are unable to supply, be treated as cancelled. Any prepayment which you have made will be refunded to you in full.
(b) In the event that your payment does not clear, is not authorised or is not received by us within seven (7) days after we received your order, we will endeavour to inform you of this as soon as possible and our contract with you will be treated as cancelled.
We reserve the right to cancel any orders containing pricing errors, with no further obligations to you, even after your receipt of an order confirmation or shipping notice from us. We may, at our discretion, either contact you for instructions or cancel your order and notify you of such cancellation. If your order is cancelled by us, we will refund to you any monies paid within 30 days of notice of cancellation being given.
All prices are shown including VAT, however, between brackets the price without VAT is also shown. When in doubt, please check this test article.
The price for the test article is € 1.21 incl. VAT (€ 1.00 excl. VAT) if you select a ship to country within the EU. 21% VAT is charged for delivery inside the EU.
The price for the test article is € 1.00 incl. VAT (€ 1.00 excl. VAT) if you select a ship to country outside the EU. 0% VAT is charged for delivery outside the EU.
The price for the test article is € 1.00 incl. VAT (€ 1.00 excl. VAT) if you enter a valid (non-Belgian) VAT number. 0% VAT is charged for intra-community deliveries.
All prices exclude mailing costs. Unless otherwise stated, all prices are per item. All prices are in EURO. Other currencies (where shown) are displayed for your information only. All payments must be done in EURO; other currencies are not accepted. We reserve the right to amend prices.
10. Shipping & Shipping Costs
If all items are in stock, we ensure that your order is shipped a.s.a.p after receipt of payment to the delivery address you have provided. We do our best to keep the online stock up-to-date, but every now and then it may happen that the online inventory is incorrect.
Delivery in Europe takes anything between 2 days (neighbouring countries) and 2 weeks. Shipping worldwide may take anything between 1 and 4 weeks. CanyonStore cannot influence the transit times. CanyonStore is no longer responsible for the package once it has been shipped. It is literally out of hands after shipping.
The cost of shipping will be calculated based on destination. Please click here to see the cost of shipping.
Here at The Canyon Store we do our best to ship to as many countries as possible. We try to ship worldwide, but bear in mind that the cost of shipping can be very high for some destinations, or that some countries may be under international embargo (for example North-Korea, Iran,…). Costs for shipments are calculated automatically, where possible. In some cases it may not be possible to calculate the shipping cost automatically. For shipping costs to those destinations, please contact us directly.
11. Stock Availability & Backorders
The number of items in stock is indicated for each product, for example “3 in stock”. Some products can also be backordered, which means that you can order more items than there are currently in stock. If the customer does this then this is known as a backorder, and The Canyon Store will consequently order the article at the supplier. In general the delay on backordered articles is 2 to 3 weeks time.
Orders containing backordered items are shipped when all articles are back in stock. If the foreseen delay is more than 3 weeks, then we will contact the customer to see what we can do.
12. Payment Methods & Costs
The following payment methods are available: Direct Bank Transfer, Bancontact/Mistercash, iDEAL, PayPal, Sofortbanking, ING Home’Pay, iDEAL QR, Maestro, Mastercard, Visa, V PAY, bunq.
The Canyon Store does not charge any fees for these payment options. Any (fixed or variable) costs related to receiving the payment are borne by The Canyon Store.
13. Customs & Import Duties Information
Customs and Import Duties Information: You may be subject to import duties and taxes, which are levied once the package reaches your country. Additional charges for customs clearance must be borne by you; CanyonStore.eu has no control over these charges and cannot predict what they may be. Upon ordering this product you agree to pay any duties, customs or fees required by your government or the shipper. Customs policies vary widely from country to country; you should contact your local customs office for further information. Additionally, when ordering from The Canyon Store, you are considered the importer of record and must comply with all laws and regulations of the country in which you are receiving the goods. All refused international shipments will be charged return shipping fees.
14. Personal Data Protection Act
The information actively provided by you is employed by CanyonStore.eu for administrative processing for the order of one or more products. In addition, the information can be used to inform you of the progress thereof. When you register with our shop your data may be used in the future to inform you of promotions and of products and services provided by our company. Click here to read our privacy statement.
An HTTP cookie (also called web cookie, Internet cookie, browser cookie, or simply cookie) is a small piece of data sent from a website and stored on the user’s computer by the user’s web browser while the user is browsing. Cookies were designed to be a reliable mechanism for websites to remember stateful information (such as items added in the shopping cart in an online store). This passively provided information serves two purposes. Firstly, the cookies are used to ensure the website operates as efficiently as possible for the user. In addition, CanyonStore.eu can gauge how many unique visitors have visited the site and employ this valuable information to plan special offers. CanyonStore.eu will never issue this information to third parties.
15. Inspection & Correction of Personal Data
CanyonStore.eu endeavours to register the data correctly at all times. When the data is transferred or due to technical and other reasons, data errors can occur or data can be incompletely transferred. For that reason you are always entitled to inspect the data or amend it or to delete incorrect information. With respect to this, you can contact us in writing.
16. Use of products & training
Several of the products on our website are personal protective equipment (PPE) and / or require specialized knowledge for correct use. It is the responsibility of the customer to ensure proper training. Incorrect use of the goods will void the warranty and the buyer cannot recover damage from the seller or supplier.
17. Amending The Conditions of Purchase, Mailing & Returns Policy
CanyonStore.eu reserves the right to amend the Conditions of Purchase, Mailing and Returns Policy. All amendments will be announced on this page. Last update of Rules and Conditions page: 1 May 2021. These new terms and conditions apply to all orders placed on or after 1 May 2021.
