Complaints and litigation – Origines & Saveurs

Complaints and litigation

1. Receipt of the order 

The customer is obliged to check the apparent good condition and the conformity of the products delivered to him or collected from the designated collection point with the products he ordered.

Any complaints must be made in writing as soon as possible after delivery of the order or notification of its availability at the planned collection point. Otherwise, they cannot be taken into account and the customer will be deemed to have definitively received the order. 

If you are not satisfied with the way we have handled your complaint, you can report it via the European Commission's Online Dispute Resolution platform. This is a platform set up by the EU for all consumers across Europe.

2. Applicable law and competent courts 

All contracts concluded between Origines & Saveurs and the customer, to which these general terms and conditions of sale apply, are governed exclusively by Belgian law. 

In the event of a dispute relating to the validity, interpretation, performance or breach of these general terms and conditions, the parties undertake to have recourse to mediation before any other method of dispute resolution. 

The parties shall therefore appoint a mediator approved by the Federal Mediation Commission (Bd Simon Bolivar, 30 (WTC III) in 1000 Brussels ( by mutual agreement or shall instruct a third party to make the appointment.

Once the mediator has been appointed, the parties, with the help of the mediator, shall define among themselves the modalities for the organisation of the mediation and the duration of the process.

Either party may terminate the mediation at any time without prejudice. In case of failure of the mediation, only the courts of the judicial district of Brussels shall have jurisdiction.

3. Need to ask a question? Do not hesitate to contact us 

Sandrine Vasselin, Manager O&S Epicerie Fine 

Drève de Nivelles n° 28/B5, 

1150 Brussels, Belgium 

Telephone: +32 478 11 45 69 

Mail :