Terms and conditions of sale

Last updated: 23 October 2026

Article 1 – Seller information

The website https://santoro-energie.com (the “website”) is operated by SANTORO ENERGIE SRL, a private limited company (société à responsabilité limitée) incorporated under Belgian law, with its registered office at Rue de Presles 127 (VP), 6280 Gerpinnes, Belgium, registered with the Crossroads Bank for Enterprises under number 1023.309.913 (VAT BE 1023.309.913).

You can reach us at contact@santoro-energie.com or through our contact form. The shop is available online 24/7 and all requests are handled in writing, online.

Article 2 – Scope

These terms and conditions of sale (the “Terms”) govern all distance sales of products concluded through the website between SANTORO ENERGIE SRL (“Santoro Energie”) and any person placing an order (the “customer”). The customer may be a consumer, meaning a natural person acting for purposes outside their trade, business, craft or profession, or a business customer.

The customer reads and accepts the Terms before confirming the order. The Terms that apply are those in force on the date of the order; they can be viewed, saved and printed at any time. Provisions specific to consumers, in particular the right of withdrawal and the legal guarantee of conformity, do not apply to business customers unless stated otherwise. A business customer’s own purchasing conditions apply only if Santoro Energie has agreed to them in writing.

Article 3 – Products

Santoro Energie offers home batteries, solar panels, portable power stations, charge controllers and installation accessories. The main characteristics of each product (description, technical data, any manufacturer’s warranty) are shown on its product page. Photographs are as accurate as possible; minor differences in appearance do not affect the main characteristics of the product.

Offers are valid while they are shown on the website and while stocks last. If a product turns out to be unavailable after the order, Santoro Energie informs the customer by e-mail and, with the customer’s agreement, offers an equivalent product or cancels the order; any amount already paid is then refunded within 14 days at the latest.

The customer is responsible for checking that the products are compatible with their installation. Questions before purchase can be sent to contact@santoro-energie.com.

Article 4 – Prices

Prices are stated in euros, including all taxes (21% VAT included). Delivery charges are added to the price of the products and are shown before the order is confirmed: €9.90 for orders under €150 and free delivery from €150 (VAT included), on the same terms in all five countries served.

The applicable price is the one displayed when the order is confirmed. Santoro Energie may change its prices at any time, without effect on orders already confirmed. In the event of an obvious pricing error (a price clearly out of proportion to the value of the product), Santoro Energie may cancel the order concerned; the customer is informed by e-mail and any amount paid is refunded.

Article 5 – Placing an order

Orders are placed directly on the website, without creating a customer account. The customer:

1. selects products and adds them to the cart;
2. enters their details (name, e-mail address, delivery and billing address);
3. checks the order summary (products, quantities, prices, delivery charges and total amount) and corrects any input errors;
4. accepts these Terms;
5. confirms the order, which entails an obligation to pay.

The customer is responsible for the accuracy of the information provided, in particular their e-mail address and delivery address.

Article 6 – Order form and conclusion of the contract

After confirmation, the customer receives by e-mail an order form setting out the order summary, the total amount and the payment instructions and payment deadline. The contract is concluded when this order form is sent; it serves as confirmation of the order on a durable medium and we recommend that the customer keeps it. If it does not arrive, the customer should check their spam folder and then contact us.

Santoro Energie may refuse an order for a legitimate reason, such as an unusual order, clearly incorrect information or a previous payment dispute. The customer is then informed by e-mail.

Article 7 – Payment

Payment is made by secure bank transfer. No bank details are displayed on the website: after the order is confirmed, the customer receives an order form by e-mail containing the amount due, Santoro Energie’s bank details and the payment reference to quote. Payment must be made within the deadline stated in that order form.

The order is prepared once payment has been received. If payment is not received within the stated deadline, the order may be cancelled; the customer is informed by e-mail, at no cost to them. The invoice is sent by e-mail.

For security reasons, Santoro Energie only communicates its payment instructions through the order form sent from contact@santoro-energie.com. If in doubt about a message, the customer should write to us before making any payment.

Article 8 – Delivery

Santoro Energie delivers to Belgium, France, the Netherlands, Germany and Luxembourg. Once payment has been received, the order is processed within 1 to 2 business days; delivery then takes 3 to 15 business days, depending on the destination and the product. Heavy items (batteries, large panels) are delivered on a pallet by appointment with the customer. Full details are given on the Delivery page.

If delivery does not take place within the stated time, the consumer may ask Santoro Energie to deliver within an appropriate additional period; if delivery still does not take place within that period, the consumer may terminate the contract and is refunded all amounts paid without undue delay, in accordance with Article VI.43 of the Belgian Code of Economic Law.

The customer checks the condition of the parcel on delivery, notes any visible damage on the carrier’s delivery document and informs us as soon as possible, with photos. This helps us handle the case and does not limit the consumer’s statutory rights.

Article 9 – Transfer of risk and ownership

The risk of loss of or damage to the products passes to the customer when the customer, or a third party designated by them other than the carrier, takes physical possession of the products. The products remain the property of Santoro Energie until the price has been paid in full.

Article 10 – Right of withdrawal (consumers)

Consumers have 14 days to withdraw from the contract, without giving any reason and at no cost. This period runs from the day on which the consumer, or a third party designated by them other than the carrier, takes physical possession of the product; for an order of several products delivered separately, it runs from receipt of the last product.

To exercise this right, the consumer must inform us of their decision before the period expires by a clear statement sent by e-mail to contact@santoro-energie.com or through the contact form. The consumer may use the model withdrawal form annexed to the Returns and refunds page, but this is not compulsory. Santoro Energie acknowledges receipt of the withdrawal by e-mail.

Returns are free: Santoro Energie arranges collection of the products and bears the cost. The consumer keeps the products available for collection, carefully packed, within 14 days of communicating their decision.

Santoro Energie refunds all amounts paid, including the initial delivery charges, using the same means of payment as used for the order, unless otherwise agreed and at no cost to the consumer. The refund is made no later than 14 days after we are informed of the withdrawal; as permitted by law, it may be withheld until the products have been collected. In practice, we refund within 14 days of receiving and inspecting the return, without exceeding this legal framework.

Products must be returned uninstalled, unused, in their original packaging and with all accessories. The consumer may be liable for any diminished value of the products resulting from handling other than what is necessary to establish their nature, characteristics and functioning; a product that has been connected or installed may therefore be subject to a deduction proportionate to its loss in value.

In accordance with Article VI.53 of the Code of Economic Law, the right of withdrawal does not apply, among others, to goods made to the consumer’s specifications or clearly personalised.

Article 11 – 30-day commercial return period

In addition to the statutory right of withdrawal, Santoro Energie grants its customers a 30-day commercial return period from receipt of the products. The conditions are the same: products uninstalled, unused, in their original packaging with their accessories, free collection arranged by Santoro Energie and a refund within 14 days of receipt and inspection of the return. This commercial period is in addition to the consumer’s statutory rights and does not limit them. The procedure is described on the Returns and refunds page.

Article 12 – Guarantees

Consumers benefit from the 2-year legal guarantee of conformity from delivery, under the provisions of the Belgian Civil Code on consumer sales. In the event of a lack of conformity, the consumer is entitled to have the product repaired or replaced or, failing that, to a price reduction or termination of the sale, under the conditions laid down by law.

All customers also benefit from the guarantee against hidden defects provided for by the Civil Code and, where applicable, from the manufacturer’s commercial warranty stated on the product page, which is in addition to the legal guarantee and does not replace it.

Damage resulting from non-compliant installation, failure to follow the manufacturer’s instructions, abnormal use, accidents or normal wear and tear is not covered. To make a warranty claim, the customer writes to contact@santoro-energie.com stating the order number, a description of the problem and photos. The defective product is collected, repaired, replaced or refunded in accordance with the law; details are given on the Warranty and support page.

Article 13 – Installation and use

Home batteries, solar panels, charge controllers and other equipment intended to be connected to an electrical installation must be installed by a qualified installer, in accordance with the applicable regulations (in Belgium, the General Regulations on Electrical Installations) and the manufacturer’s instructions. Any administrative formalities, in particular with the grid operator, are the customer’s responsibility. Online sales do not include installation.

The performance of an installation (yield, autonomy, consumption) depends in particular on its sizing, orientation and use. The figures shown are those provided by the manufacturers and constitute neither a performance guarantee nor a promise of savings.

Article 14 – Liability

Santoro Energie does its utmost to ensure that the information published is accurate and that the website works properly, but cannot guarantee that it is entirely free of errors or interruptions. Santoro Energie is not liable for damage resulting from non-compliant installation or use of the products.

Towards business customers, Santoro Energie’s liability is limited to the price of the order concerned and excludes indirect damage such as loss of production, turnover or profit. Nothing in these Terms limits Santoro Energie’s liability for fraud, intentional misconduct or personal injury, nor the consumer’s statutory rights.

Article 15 – Intellectual property

The texts, images, logos and other elements of the website are protected by intellectual property law. Any reproduction or use without Santoro Energie’s prior written consent is prohibited.

Article 16 – Personal data

Personal data provided when ordering is processed to perform the contract and to comply with Santoro Energie’s legal obligations, in accordance with the GDPR. How the data is processed and the customer’s rights are described in our privacy policy and cookie policy.

Article 17 – Force majeure

Santoro Energie is not liable for any delay or failure to perform caused by force majeure, meaning an unforeseeable event beyond its control (natural disaster, carrier strikes, pandemic, widespread network outage, etc.). The customer is informed as soon as possible. If the impediment lasts more than 30 days, either party may terminate the order without compensation and any amounts paid are refunded.

Article 18 – Customer service and complaints

Questions and complaints can be sent to contact@santoro-energie.com or through the contact form, stating the order number. Santoro Energie replies in writing as soon as possible. Answers to common questions can be found in the FAQ.

Article 19 – Out-of-court dispute resolution

If a dispute cannot be settled directly with Santoro Energie, the consumer may contact the Belgian Consumer Mediation Service (Service de médiation pour le consommateur) free of charge: North Gate II, Boulevard du Roi Albert II 8 bte 1, 1000 Brussels, https://mediationconsommateur.be. The consumer may also contact the contact point of the FPS Economy: https://economie.fgov.be.

Article 20 – Governing law and jurisdiction

These Terms are governed by Belgian law, without prejudice to the mandatory consumer protection rules of the consumer’s country of residence. Any dispute falls within the jurisdiction of the courts of the district of Santoro Energie’s registered office, subject to the rules protecting consumers, who may in particular bring proceedings before the courts of their place of residence.

Article 21 – Final provisions

The Terms are available in French, English, Dutch and German; in the event of any discrepancy in interpretation, the French version prevails, unless mandatory rules provide otherwise. If any clause is held to be invalid, the remaining clauses continue to apply. Santoro Energie may amend the Terms at any time; the version applicable to an order is the one in force on the date it is confirmed.