Terms & Conditions

Last updated: 10 September 2026.

1. Provider

This shop is operated by

Prime Balance BV
Frankrijklei 105
2000 Antwerp
Belgium

Enterprise number 0734.812.524, VAT BE 0734.812.524, RPR/RPM Antwerp. Phone +32 3 808 12 40, e-mail hello@primebalance.eu (the “seller”, “we”).

2. Scope

These terms apply to all orders placed through primebalance.eu by consumers and businesses. A consumer is any natural person acting for purposes outside their trade, business or profession. Deviating terms of the customer do not apply unless we have agreed to them in writing.

3. Conclusion of contract

The presentation of products in the shop is an invitation to order, not a binding offer. By clicking the order button at the end of the checkout you place a binding order for the goods in your basket. We confirm receipt by e-mail immediately; that confirmation is not yet an acceptance. The contract is concluded when we dispatch the goods or send a separate dispatch confirmation, whichever comes first. The contract language is English. We store the text of the contract and send it to you with the order confirmation.

4. Prices and payment

All prices are in euro and include Belgian VAT at the rate applicable at the time of the order. Shipping is charged as a flat rate of €9.50 per order and is shown separately at checkout. Payment is made by cash on delivery: you pay the courier in cash when the parcel is handed over. No payment is due before delivery. Where the carrier cannot offer cash on delivery for a destination, we contact you before dispatch to agree an alternative; if none is found, both parties may withdraw from the contract free of charge.

5. Delivery

We deliver worldwide with DHL. Orders usually leave us within one to two working days. Delivery times are given on the Shipping page and are estimates, not guaranteed dates. For deliveries outside the European Union the customer is responsible for any import duties and taxes. If an item is unavailable after you have ordered, we inform you without delay and do not charge you for it.

6. Retention of title

The goods remain our property until the price has been paid in full.

7. Right of withdrawal

Consumers have the right to withdraw from the contract within fourteen days without giving any reason. The conditions, the model form and the exceptions are set out on our Withdrawal & Returns page, which forms part of these terms.

8. Legal guarantee

Consumers are entitled to the statutory guarantee of conformity under Belgian law: for two years from delivery we are liable for any lack of conformity that existed at the time of delivery. Report defects to us as soon as you notice them, with your order number and a description or photo. Depending on the case we repair or replace the item or, where that is not possible or reasonable, reduce the price or refund it. For business customers the guarantee is limited to one year and to repair or replacement at our choice.

9. Intended use and liability

Our products are devices for comfort and recovery. They are not medical devices and do not diagnose, treat or cure any condition. Read the enclosed instructions before use and consult a doctor if you are pregnant, have a pacemaker, a circulatory condition or an acute injury. We are liable without limitation for intent, gross negligence and for death or personal injury. For slight negligence we are liable only for breach of essential contractual obligations and up to the foreseeable damage typical of the contract. This does not limit any mandatory statutory liability.

10. Applicable law and jurisdiction

Belgian law applies, excluding the UN Convention on Contracts for the International Sale of Goods. For consumers, this choice of law does not remove the protection of mandatory provisions of the law of the country in which they habitually reside. For consumers the courts competent by law have jurisdiction; for business customers the courts of Antwerp are exclusively competent.

11. Complaints and dispute resolution

Complaints can be sent to hello@primebalance.eu; we respond within one working day. Consumers may also contact the Consumer Mediation Service, Boulevard du Roi Albert II 8, box 1, 1000 Brussels, mediationconsommateur.be. We are not obliged to take part in mediation and decide on a case-by-case basis.

12. Final provisions

Should individual provisions of these terms be invalid, the remaining provisions continue to apply.