Terms
& conditions
of sale.
The clear frame for what happens between you and us — from order to delivery, from warranty to return. No legalese for the sake of it: these are our commitments in plain language.
01 · Subject matter What these terms cover.
These terms govern every order placed with Aeterna (SRL CAJEMY — BCE, Banque-Carrefour des Entreprises / Belgian Crossroads Bank for Enterprises, BE 0556.714.078), both in the shop (49 Rue du Marché aux Herbes, 1000 Brussels) and on the site aeterna-bxl.be. They apply to jewellery, permanent jewellery welded in the studio, gift cards and repair services. They prevail over any other document, save for prior written agreement.
02 · Orders How an order is placed.
An online order is firm as soon as the basket and the payment are validated. You then receive a confirmation email setting out the details of the pieces, the delivery method and the total amount incl. VAT.
For pieces welded in the studio, the order is confirmed at the appointment, on verbal agreement before welding. A €20 deposit is requested when booking online — it is deducted in full from the final amount on the day of the fitting. The deposit is refunded in full if you cancel more than 24 hours before the appointment; after that it is retained by Aeterna.
For bespoke creations above €250, a 30% deposit is requested when the order is placed.
03 · Price & payment Everything in euros, VAT included.
Prices shown are in euros, including Belgian VAT at 21%. They may change with the price of raw materials (gold-filled, 925 silver); only the price displayed at the time of the order is authoritative.
Accepted means of payment:
- Online — bank cards (Visa, Mastercard, Bancontact), Apple Pay, Google Pay via Mollie
- In the shop — bank cards, Bancontact, cash up to €3,000
- SEPA transfer — on request for bespoke orders
04 · Delivery We wrap it like a love letter.
- Belgium — 2 to 4 working days via bpost, tracked parcel. Free from €120 of purchases, otherwise €6.
- European Union — 3 to 6 working days, flat rate €14, insured.
- Outside the EU — on request at contact@aeterna-bxl.be; customs charges payable by the recipient.
- Collection in the shop — free, by appointment or during opening hours (Mon–Wed: 11am–7pm · Thursday: closed · Fri–Sun: 11am–7pm).
In the event of a delay or a lost parcel, we open an enquiry with the carrier within 48 hours. A refund or a reshipment is automatic once 15 working days have passed without resolution.
05 · Right of withdrawal 14 days to change your mind.
The right of withdrawal applies to orders placed at a distance, on the website or by correspondence. It does not apply to purchases made directly in the shop, for which the law provides no withdrawal period.
In accordance with the Belgian Code de droit économique (Code of Economic Law), you have 14 calendar days from receipt of your order in which to exercise your right of withdrawal, without giving reasons and without penalty.
Pieces must be returned in their original packaging, unworn and unaltered. Return costs are payable by you (allow €6 to €14). The refund is made within 14 days of receipt and inspection of the piece.
- Personalised pieces (engraving, bespoke creations)
- Welded permanent jewellery (see section 06 below)
- Gift cards activated or partly used
06 · Permanent jewellery A weld can’t be sent back.
A permanent piece is, by nature, a personalised service carried out on you at the time of the appointment. As a service fully performed with your prior agreement, it cannot be subject to a right of withdrawal once the weld has been made (art. VI.53 of the Code de droit économique).
Before welding, on the other hand, you remain entirely free to:
- Cancel the appointment free of charge up to 24 hours beforehand
- Change chain, metal or charm on the spot
- Adjust the length or the placement of the piece
Welding only goes ahead on your explicit agreement, given at the moment of the fitting.
A permanent piece is a closed loop: it cannot be repaired by post, since re-welding has to happen on the wrist. If a problem covered by the warranty arises and you cannot return to the studio, section 08 sets out the options we offer — none of which costs you anything.
07 · Warranty & aftercare Two years by law, six months from us.
Legal guarantee of conformity — 2 years. All our pieces carry the two-year legal guarantee of conformity provided for by Belgian law (art. 1649bis et seq. of the Code civil), covering any defect present at the time of delivery. This guarantee is a matter of public policy: nothing in these terms may reduce or set it aside.
During those two years, if a defect appears, it is for us to show that it did not exist at delivery, not for you to prove the opposite (art. 1649quater, § 4 of the Code civil).
Aeterna commercial warranty — 6 months. In addition to the legal guarantee, and never in place of it, we warrant for 6 months from the fitting:
- tarnishing or discolouration of the metal;
- failure of the weld itself under normal use, daily wear included — showering, sea, sport, sleep.
In both cases, putting the piece right is entirely free of charge: labour, materials and any transport costs are on us.
Accidental breakage: a chain pulled off, caught, trapped or deliberately cut, and wear resulting from abnormal use. In those cases re-welding is charged from €5, plus materials if the chain has to be replaced. The two-year legal guarantee still applies to any defect that existed at delivery.
Other studio services, by appointment and on quotation: polishing and cleaning, resetting or replacing a stone, adjusting the length, re-welding after deliberate removal.
08 · Aftercare from afar If you cannot come back to Brussels.
A permanent piece is repaired on the wrist. If you live far away — another region, another country — and a problem covered by the warranty arises, here is how it works. The choice of solution is yours, and none of them costs you anything as long as the defect falls under the warranty.
1. Diagnosis at a distance. Write to us at contact@aeterna-bxl.be with two or three clear photographs of the piece and of the affected area, stating the date of the fitting and the circumstances. We reply within 5 working days.
2. Then, whichever you prefer:
- Re-welding at the studio — if you are passing through Brussels in the coming months, we hold a priority slot for you, free of charge.
- Replacement chain — we send you a new chain at our expense and cover the cost of fitting it at a permanent jewellery studio near you, on production of the receipt, up to €40.
- Full refund — of the price paid for the piece concerned, within 14 days of our agreement.
If none of these can be carried out within a reasonable time, you keep the right to ask for the sale to be terminated and refunded, in accordance with the legal guarantee.
Where breakage is accidental and not covered by the warranty, we send you a quotation before any work is done — you remain free to accept or decline it.
09 · Governing law & disputes Belgian law, dialogue first.
These terms are subject to Belgian law. In the event of a dispute, the parties undertake to seek an amicable solution first — contact us at contact@aeterna-bxl.be.
Failing an amicable resolution, you can turn to the Service de médiation pour le consommateur (Consumer Mediation Service):
- Body
- Service de médiation pour le consommateur
- Website
- mediationconsommateur.be
- EU platform
- ec.europa.eu/consumers/odr
- Competent jurisdiction
- Courts of Brussels (Belgium)
Version in force as of 11 August 2026. SRL CAJEMY (Aeterna) — BCE BE 0556.714.078.