Complaints and dispute resolution
First step: our customer service
If you have a problem with an order, a product or information on the site, please contact us first: we always look for a quick amicable solution.
- by e-mail at contact@santoro-energie.com;
- or through the contact form, available online 24 hours a day, 7 days a week.
We normally reply within 1 to 2 working days. To help us deal with your request efficiently, please state your order number, a clear description of the problem, the solution you would like and, where relevant, photographs. Keep a record of your exchanges.
What we can do for you
Depending on the situation, we may offer repair or replacement of the product, a return and refund, or another solution agreed with you. The applicable rules are set out on the pages Right of withdrawal, Returns and refunds and Warranty and after-sales service.
Legal guarantee of conformity
As a consumer, you benefit from a 2-year legal guarantee of conformity from delivery of the goods. It applies independently of any commercial guarantee and cannot be set aside by the seller’s terms. Practical details are on the Warranty and after-sales service page.
Consumer mediation
If, despite our exchanges, no satisfactory solution is found, you may use an alternative dispute resolution method. In Belgium, you can contact the Consumer Mediation Service (Service de médiation pour le consommateur):
- Address: Boulevard du Roi Albert II 8, box 1, 1000 Brussels, Belgium
- Website: www.mediationconsommateur.be
Before turning to this service, you are in principle expected to have first tried to resolve the dispute directly with the business. The service assesses whether your request is admissible; the conditions and procedure are those it publishes on its website, which we invite you to consult. We do not state here that Santoro Energie is a member of any particular mediation body; if a request is referred to us, we will consider it seriously.
Cross-border consumers
If you live in another EU country, in particular France, the Netherlands, Germany or Luxembourg, you can also seek advice and assistance from the European Consumer Centre Belgium (www.cecbelgique.be) or from the centre in your country of residence. Please note that the former European online dispute resolution (ODR) platform ceased operating in July 2025 and is therefore no longer an available route.
Going to court
Mediation is not a compulsory step before legal proceedings: you remain free to bring the matter before the competent courts in accordance with the applicable rules. The Belgian courts of the competent judicial district hear disputes, subject to the mandatory rules protecting consumers, who may also bring proceedings before the courts of their place of residence where the law so provides.
Applicable law
Contracts concluded with Santoro Energie are governed by Belgian law, without depriving you of the protection afforded by the mandatory provisions of the law of your country of habitual residence. See the general terms and conditions of sale and the website terms of use.
Our details
SANTORO ENERGIE SRL — Rue de Presles 127 (VP), 6280 Gerpinnes, Belgium — company no. 1023.309.913 — VAT BE 1023.309.913 — contact@santoro-energie.com