General Terms and Conditions of sale

Version: August 20, 2026

Article 1 – Identity of the seller

The webshop and the products offered thereon are operated and sold by: 

Snack on Stick BV 
Trading under the commercial name STICO
Registered office: Valkenlaan 47, 2900 Schoten, Belgium
Company number and VAT number: BE 0525.664.873
E-mail: info@stico-sticks.be
Website: www.stico-sticks.be

Hereinafter referred to as: “STICO”.

The customer can reach STICO for questions, complaints, or comments via info@stico-sticks.be.

Article 2 – Scope

These general terms and conditions of sale apply to every order placed by a consumer via the STICO webshop. A consumer is any natural person acting for purposes outside their trade, business, craft, or professional activity. The webshop is intended for sales to consumers. Orders from professional customers, shops, hospitality businesses, or other enterprises can be handled via separate commercial agreements and do not necessarily fall under these terms and conditions. By placing an order, the customer confirms that, prior to concluding the agreement, they had the opportunity to consult and save these general terms and conditions and that they agree to them. Mandatory statutory consumer rights remain fully applicable at all times.

Article 3 – Legal capacity

The person placing an order declares that they are legally competent to enter into the agreement. A minor may only place an order with the permission of their legal representative when such permission is legally required. STICO may refuse an order if there is reasonable doubt regarding the validity of the order or the authority of the person placing it.

Article 4 – Products and product information

STICO sells frozen food products. STICO strives to describe the products offered as completely and accurately as possible. Insofar as required by law, information is provided regarding, among other things:

  • the name and main characteristics of the product;

  • ingredients;

  • allergens;

  • net quantity;

  • storage instructions;

  • preparation and usage instructions;

  • shelf life;

  • the responsible food business operator;

  • the frozen nature of the product;

  • other legally mandatory food information.

The customer must always check the ingredients, allergens, storage instructions, and preparation instructions prior to purchase and consumption. Images and product presentations are intended to represent the product as accurately as possible. Non-material differences in color, shape, appearance, or presentation do not entitle the customer to cancellation or refund if the delivered product otherwise complies with the agreement. The information on the actual delivered packaging takes precedence whenever it is more recent or more complete than information previously displayed on the webshop.

Article 5 – Allergens and special dietary requirements

 The customer is responsible for checking the ingredient and allergen information prior to purchase and consumption. STICO can only guarantee what is explicitly stated in the product information or on the packaging. Unless explicitly confirmed, STICO does not guarantee that a product is suitable for:

  • a specific diet;

  • a medical dietary requirement;

  • a food intolerance;

  • a specific personal dietary choice;

  • the complete absence of potential cross-contamination.

STICO is not liable for damages arising solely because the customer failed to read or follow correctly and clearly stated allergen, storage, or usage information. This does not limit STICO's liability where mandatory information is missing or incorrect, or where STICO is legally liable on other grounds.

Article 6 – Prices and delivery costs

All prices on the consumer webshop are expressed in euros and include VAT, unless explicitly stated otherwise. Any delivery costs and other mandatory fees will be clearly communicated before the final placement of the order. The following conditions apply to the current delivery area:

  • minimum purchase amount: €30.00;

  • for orders from €30.00 up to and including €49.99: €14.49 delivery fee;

  • for orders of €50.00 and above: €7.49 delivery fee.

To determine the applicable delivery cost, the final purchase amount after the application of any discounts is used, unless explicitly stated otherwise in a specific promotion. STICO may alter prices, minimum purchase amounts, and delivery costs for future orders. Changes will not affect an order that has already been definitively confirmed.

Article 7 – Delivery area

STICO currently delivers via the consumer webshop exclusively to valid addresses within the following postal codes:

  • 2000 Antwerp

  • 2018 Antwerp

  • 2020 Antwerp

  • 2060 Antwerp

  • 2140 Borgerhout

  • 2600 Berchem

The customer is responsible for correctly and completely providing:

  • name;

  • delivery address;

  • phone number;

  • email address;

  • any relevant delivery instructions.

STICO may refuse or cancel an order if:

  • the address lies outside the delivery area;

  • the address is incorrect or incomplete;

  • the delivery address is not reasonably accessible;

  • a safe, temperature-controlled delivery is not possible;

  • there are reasonable indications of fraud or abuse.

When STICO cancels an order that has already been paid for due to a reason not attributable to the customer, the relevant amount will be refunded.

Article 8 – Ordering and formation of agreement

The presentation of products on the webshop constitutes an invitation to the customer to place an order. Prior to final placement of the order, the customer is given the opportunity to check their shopping cart, details, delivery choice, and total price, and to correct any errors. When placing the order, it is made clear that the order entails a payment obligation. The order becomes definitive when:

  • the payment has been successfully completed or the chosen payment method has been accepted; and

  • STICO confirms the order electronically.

STICO may refuse or cancel an order in cases including:

  • failed or declined payment;

  • suspected fraud;

  • misuse of promotions or discount codes;

  • incorrect or incomplete customer details;

  • an obvious pricing or entry error;

  • unavailability of products;

  • an address outside the delivery area;

  • an order that cannot reasonably be executed.

When STICO cancels an order that has already been paid for, the amounts to which the customer is entitled will be refunded.

Article 9 – Payment

Payment takes place via the payment methods offered on the webshop during checkout. These may include:

  • Bancontact;

  • credit card;

  • Klarna.

The payment methods actually displayed during checkout are decisive. Additional terms and conditions from the relevant payment service provider may apply to the processing of a payment. When using Klarna or another buy-now-pay-later provider, that provider may perform its own identity, creditworthiness, or fraud assessment. STICO is not responsible for a refusal by an independent payment service provider.

Article 10 – Availability and substitute products

Products and promotions are offered while stocks last. When an ordered product is unexpectedly unavailable, STICO may:

  • refund the missing product and deliver the remaining products;

  • cancel and refund the entire order if a partial delivery is not reasonably sensible; or

  • offer a substitute product with the customer's consent.

STICO does not deliver a different flavor or product as a replacement without the customer's prior consent. When the customer is legally entitled to a refund, they cannot be forced to accept a voucher instead.

Article 11 – Delivery

Orders are delivered by a specialized logistics partner suitable for the storage and transport of frozen food products. During temperature-controlled transport, products are in principle stored at −18 °C or lower.

11.1 Delivery days

Deliveries take place on business days from Monday to Friday. Under the current delivery model, deliveries are not standardly made on Saturdays, Sundays, or public holidays.

11.2 Delivery timeframe

In principle, the order will be delivered within a maximum of three business days. This period applies subject to:

  • force majeure;

  • exceptional circumstances;

  • an explicitly communicated or agreed alternative delivery period;

  • circumstances attributable to the customer.

An operational cut-off time of 4:00 PM applies for forwarding orders to the logistics partner. This internal cut-off time does not guarantee to the consumer that the order will be delivered on a specific day.

11.3 Indicative time slot

 During the ordering process, the customer chooses one of the following indicative time slots:

  • 09:00–12:00

  • 12:00–15:00

  • 15:00–18:00

The customer must ensure that the order can be received during the chosen time slot. The time slots are indicative. STICO and the logistics partner make reasonable efforts to deliver within the chosen time slot, but an exact time of delivery is not guaranteed.

11.4 Track-and-Trace

Under the current delivery model, automatic track-and-trace or advance notifications from the driver are not guaranteed.

11.5 Single delivery attempt

One delivery attempt is included per order. If no one is present at delivery, the driver will attempt to contact the customer by telephone to ascertain whether an immediate suitable solution is possible. The customer should therefore be reachable during the chosen delivery window at the telephone number provided with the order.

11.6 Customer not present

Due to the temperature-sensitive nature of the products, frozen items as a rule are:

  • not left unattended;

  • not left in a safe place without prior agreement;

  • not standardly delivered to neighbors.

If no one is present and no suitable solution can be found over the phone, the driver will take the order back. The products are temperature-controlled and, provided they still meet the required temperature conditions, placed back into cold storage at the temperature-controlled depot.

11.7 Second delivery attempt

A second delivery attempt is not included in the original delivery cost. STICO may decide, in consultation with the customer, to organize a second delivery attempt. If the initial failed delivery is attributable to the customer, the then-applicable delivery cost may be charged again for the second delivery. The customer will be informed of this before the second delivery is executed. If the first delivery fails for a reason not attributable to the customer, no additional delivery cost will be charged for a necessary new delivery attempt.

Article 12 – Transfer of risk and inspection upon delivery

The risk of loss or damage to the products remains with STICO until the order is physically received by:

  • the customer; or

  • a third party designated by the customer who is not the carrier.

The customer is requested to inspect the order immediately upon receipt. Specifically, they should check whether:

  • the order is complete;

  • the correct products have been delivered;

  • the packaging shows no severe damage;

  • the products are still properly frozen;

  • there are no obvious signs of thawing.

Visible damage, incorrect delivery, or signs of thawing should preferably be reported immediately upon receipt and subsequently as soon as possible to STICO via info@stico-sticks.be. The customer is requested to provide clear photographs of the packaging and the products concerned. In the event of a complaint, STICO may investigate:

  • proof of delivery;

  • available temperature logs;

  • photographs;

  • transport details;

  • information from the logistics partner.

Failure to report an issue immediately does not affect mandatory statutory consumer rights.

Article 13 – Storage and usage after delivery

Following correct physical delivery, the customer is responsible for the ongoing storage and cold chain of the products. Products must be placed in a suitable freezer as soon as possible after receipt and stored in accordance with the temperature indicated on the packaging, in principle −18 °C or lower. The customer must observe the storage and preparation instructions on the packaging. Thawed products must not be refrozen if product information or food safety regulations prohibit this. Insofar as permitted by law, STICO is not liable for loss of quality, spoilage, or damage occurring after correct delivery due to:

  • late storage;

  • incorrect storage;

  • an insufficiently cold or defective freezer;

  • interruption of the cold chain after delivery;

  • improper preparation;

  • use beyond the applicable expiration date;

  • failure to observe storage or usage instructions.

Mandatory statutory consumer rights remain applicable at all times.

Article 14 – Modification or cancellation prior to dispatch

The customer may request STICO to cancel an order or change delivery details as long as the order can still be operationally modified and is not yet en route for delivery. The customer must contact info@stico-sticks.be as soon as possible for this purpose. As long as the order is not yet en route, STICO will perform the requested change or voluntary cancellation if operationally feasible. Once the order is en route for delivery, it can no longer be canceled or changed free of charge under this voluntary cancellation arrangement. This article does not affect mandatory statutory consumer rights.

Article 15 – Right of withdrawal and return of food products

STICO sells frozen, temperature-sensitive food products which, by their nature, shelf life, food safety, and hygiene requirements, demand special storage and transport conditions. For STICO products subject to a statutory exemption from the right of withdrawal under applicable consumer legislation, returns based on simple change of mind or change of preference will not be accepted. This applies in particular where the goods concerned are liable to deteriorate or expire rapidly by their nature, or where the statutory exemption for sealed goods applies for health protection or hygiene reasons. The consumer will be informed prior to final placement of the order if no statutory right of withdrawal exists for the product concerned. Where this statutory exemption applies, the customer cannot return the order or receive a refund simply because they:

  • changed their mind after purchase;

  • no longer want the product;

  • prefer a different flavor;

  • ordered more than they ultimately wish to use.

For reasons of food safety and cold chain integrity, STICO does not accept physical returns of frozen foods intended for resale. This arrangement does not prejudice the statutory rights of the customer if:

  • the wrong product was delivered;

  • a product was delivered damaged;

  • a product was delivered not properly frozen;

  • the order is incomplete;

  • the product does not match the order or description;

  • there is another defect for which STICO is legally responsible.

In such cases, the customer should contact info@stico-sticks.be and the complaint will be handled in accordance with Article 16.

Article 16 – Incorrect, damaged, or non-conforming products

If a product is delivered incorrectly, damaged, incomplete, thawed, or otherwise non-conforming, the customer should contact STICO. As the seller, STICO is the point of contact for the consumer. For the investigation, STICO may request, among other things:

  • the order number;

  • photographs of the products and packaging;

  • a clear description of the issue;

  • information regarding the time of delivery.

STICO may also request delivery details and available temperature information from its logistics partner. Depending on the circumstances and the statutory rights of the customer, an appropriate solution may include:

  • replacement;

  • a new delivery;

  • price reduction;

  • partial refund;

  • full refund;

  • another legally appropriate remedy.

A voucher may be offered as a commercial solution, but it cannot replace a legally owed refund without the customer's consent. Internal arrangements between STICO and its logistics partner concerning insurance, CMR, or carrier liability do not limit the consumer's rights against STICO.

Article 17 – Statutory conformity

The delivered products must conform to what the consumer may reasonably expect based on the agreement and applicable legislation. In assessing this, consideration will be given to, among other things:

  • the nature of the food product;

  • the indicated shelf life;

  • the required storage temperature;

  • proper preparation and storage;

  • the information on the packaging;

  • the moment at which a defect arose.

These terms do not limit mandatory statutory rights of conformity.

Article 18 – Promotions and discount codes

Promotions are valid during the announced period and while relevant stock lasts, unless stated otherwise. Discount codes may:

  • have a limited validity period;

  • be restricted to one use per customer, household, address, email address, or order;

  • be linked to a minimum purchase amount;

  • apply only to specific products;

  • not be combinable with other promotions.

Discount codes cannot be exchanged for cash. STICO may refuse or correct the use of a promotion or discount code in cases including:

  • fraud;

  • technical errors;

  • manifest abuse;

  • unauthorized multiple usage;

  • use in violation of the announced conditions.

Mandatory statutory rules regarding price indications and price reductions remain applicable.

Article 19 – Manifest errors

STICO is not bound by obvious material, technical, typographical, or pricing errors which a reasonable consumer should have understood to be incorrect. If such an error is discovered after an order is placed, STICO will inform the customer as soon as possible. Depending on the circumstances, the customer may:

  • confirm the order under the correct conditions; or

  • have the order canceled free of charge.

Any amount already paid to which the customer is entitled following cancellation will be refunded.

Article 20 – Complaints and customer service

STICO handles communication with consumers regarding their order and delivery. Complaints may be sent to: info@stico-sticks.be The customer is advised to state:

  • their name;

  • the order number;

  • a clear description of the issue;

  • relevant photographs or other evidence;

  • the preferred solution.

For complaints regarding damage, thawing, or other temperature issues, due to the perishable nature of the products, the customer is asked to report the problem as soon as possible after discovery. STICO aims to handle complaints substantively within fourteen calendar days. If additional investigation is necessary, the customer will be informed accordingly. This period does not limit the statutory rights of the consumer.

Article 21 – Liability

STICO is liable in accordance with applicable Belgian law. To the extent permitted by law, STICO is not liable for damage arising solely from:

  • incorrect storage by the customer;

  • interruption of the cold chain after risk has legally passed to the customer;

  • preparation or use contrary to clear instructions;

  • incorrect information or delivery instructions provided by the customer;

  • other circumstances solely attributable to the customer.

Nothing in these terms and conditions excludes or limits liability where such exclusion or limitation is prohibited by law. Nothing in these terms and conditions limits mandatory statutory consumer rights.

Article 22 – Force majeure

STICO is not liable for delays or temporary impossibility of performance resulting from circumstances beyond its reasonable control. Depending on the concrete circumstances, these may include:

  • extreme weather;

  • severe traffic disruptions;

  • strikes;

  • power outages;

  • defects in cooling or freezing installations;

  • severe transport issues;

  • outages at Shopify or payment services;

  • telecommunications network failures;

  • fire;

  • flooding;

  • natural disasters;

  • epidemics or pandemics;

  • government measures;

  • severe unexpected issues with suppliers or logistics partners.

STICO will inform the customer as soon as reasonably possible if such a situation impacts their order. If final performance becomes impossible, amounts paid for undelivered products to which the customer is entitled will be refunded.

Article 23 – Electronic communication and evidence

Communication regarding the order may take place electronically. The customer is responsible for providing a correct and accessible email address and phone number. Order data, electronic confirmations, payment records, emails, webshop records, and other electronic registrations may serve as evidence within the limits of the law. The consumer must be able to save or print the order confirmation and these general terms and conditions.

Article 24 – Personal data

STICO processes personal data in accordance with applicable privacy legislation and the separate privacy policy on the website. Personal data necessary for the execution of the order may be shared with service providers, including the logistics partner and payment service providers, to the extent necessary for the fulfillment of their task. The privacy policy contains further details regarding:

  • which personal data are processed;

  • for what purposes;

  • the applicable legal basis;

  • retention periods;

  • recipients of personal data;

  • the rights of the data subject;

  • how these rights can be exercised.

For non-essential cookies, prior consent will be requested where required by law.

Article 25 – Amendments to offer and conditions

STICO may, for future orders, among other things:

  • change the product assortment;

  • adjust prices;

  • modify delivery costs;

  • adjust the minimum purchase amount;

  • expand or restrict the delivery area;

  • modify the delivery method;

  • amend these general terms and conditions.

An order is governed by the terms and conditions in effect at the moment the agreement was concluded. The most recent version of these terms and conditions will be published on www.stico-sticks.be and will display its effective date.

Article 26 – Severability and non-waiver

If any provision of these terms and conditions proves to be wholly or partially invalid, void, or unenforceable, this shall not automatically affect the validity of the remaining provisions. To the extent legally possible, the remaining provisions shall remain in full force and effect. If STICO does not immediately enforce a specific right, this does not constitute a definitive waiver of that right. This article can never be applied in a manner that restricts mandatory consumer rights.

Article 27 – Applicable law and disputes

Belgian law applies to these general terms and conditions and agreements concluded via the webshop. This choice of law does not deprive a consumer of the protection afforded by mandatory legal provisions that would otherwise apply to them. In the event of a dispute, the customer and STICO will first attempt to reach an amicable solution. The customer can contact STICO for this purpose via: info@stico-sticks.be If no amicable solution is reached, the parties may utilize applicable out-of-court dispute resolution procedures or apply to the competent court in accordance with applicable consumer legislation.

Article 28 – Information and acceptance upon ordering

Prior to final placement of the order, the consumer is given the opportunity to review essential information regarding their purchase. This includes, where applicable:

  • the main characteristics of the products;

  • ingredients and allergens;

  • the total price;

  • the delivery costs;

  • the delivery area;

  • the expected delivery period;

  • the chosen indicative time slot;

  • the payment method;

  • the conditions regarding delivery and any failed delivery attempt;

  • the applicable information regarding the right of withdrawal and returns of food products;

  • these general terms and conditions of sale.

By finalizing the order, the customer confirms that they have had the opportunity to review this information and acknowledges that the order entails a payment obligation.