General Terms and Conditions of Sale

Version 2026-10 · effective from 21 October 2026. The French version prevails.

CRW – Computers by Robert Weydert, a business operated as a sole trader by Mr Robert WEYDERT, 11, Z.A. Um Lënster Bierg, L-6125 Junglinster, RCS A38766, business licence (autorisation d’établissement) no. 10012552/0, VAT LU24590385, telephone 26 78 37 20, team@crw.lu (hereinafter “CRW”).

1. Scope

1.1. These general terms and conditions of sale (hereinafter the “Terms”) apply to all sales of hardware and software, to workshop work (repair, assembly, installation) and to one-off services provided by CRW, whether the customer is a business (“Business Customer”) or a consumer (“Consumer”), together the “Customer”. A Consumer is any natural person acting for purposes outside his or her trade, business, craft or profession.

1.2. Managed IT services are governed by the MSP framework agreement or the RMS agreement; these Terms apply to them on a supplementary basis for hardware, software and projects.

1.3. The Customer’s general terms and conditions do not apply unless accepted by CRW in writing. Any derogation from these Terms must be agreed in writing, for example in the quotation.

2. Quotation and order

2.1. CRW’s quotations are valid for thirty (30) days, unless a different period is stated. As prices of IT components fluctuate considerably, they remain subject to availability and to the supplier’s price at the time of ordering; in the event of an increase of more than five per cent (5 %) of the total price, CRW informs the Customer before ordering, and the Customer may then cancel the order free of charge; any deposit paid is refunded.

2.2. The order is concluded upon the Customer’s written acceptance of the quotation, including by email, by electronic signature or by online acceptance.

2.3. Where an ordered product is no longer available, CRW may offer an equivalent or superior product at the same price; the Customer is free to refuse.

3. Prices

3.1. Prices are stated in euros. For Consumers, they are inclusive of all taxes (incl. VAT (TTC)); for Business Customers, exclusive of VAT (excl. VAT (HTVA)), with VAT at the statutory rate being added.

3.2. Delivery costs, travel costs and time-and-materials work are billed according to the quotation or, failing that, according to CRW’s rates in force (hourly rate and travel zones).

4. Deposit and payment

4.1. For hardware orders, and in particular for hardware specially ordered or custom-built, CRW may request a deposit of seventy-five per cent (75 %) of the total amount, payable upon ordering. CRW orders the hardware after receipt of the deposit. The balance is invoiced upon delivery or handover and is payable within the period set out in Article 4.2.

4.2. Unless otherwise stated, invoices are payable by bank transfer within fifteen (15) days of their receipt.

4.3. In the event of late payment, the following are automatically due: for Business Customers, the late-payment interest provided for by the amended Law of 18 April 2004 on payment terms and late-payment interest, together with a lump-sum compensation of forty (40) euros for recovery costs; for Consumers, interest at the statutory interest rate after formal notice (mise en demeure).

5. Delivery, delivery times and transfer of risk

5.1. Delivery times are given for information only and depend on availability at the suppliers. CRW informs the Customer of any foreseeable delay.

5.2. For Consumers, and unless a time has been agreed, CRW delivers within thirty (30) days of the order at the latest; failing this, the Consumer may, after granting a reasonable additional period, terminate the contract and obtain a refund of the sums paid.

5.3. Risk passes to the Business Customer upon handover of the hardware to the Customer or to the carrier; to the Consumer, when the Consumer takes physical possession of the hardware.

5.4. The Customer inspects the hardware upon delivery. The Business Customer reports apparent defects and missing items in writing within eight (8) days of delivery. Where the invoice is signed upon handover, it serves as delivery note.

6. Retention of title

The hardware remains the property of CRW until full payment of the price. Until such payment, the Customer may neither resell it nor pledge it as security.

7. Guarantees

7.1. Consumers: the Consumer benefits from the two (2) year statutory guarantee of conformity from delivery provided for by the Consumer Code (Code de la consommation), as well as the guarantee against hidden defects provided for by the Civil Code. These statutory guarantees apply independently of any commercial guarantee.

7.2. Business Customers: subject to Article 7.3, CRW passes on the manufacturer’s warranty and handles warranty claims with the manufacturer. Any other guarantee is excluded, subject to mandatory statutory provisions.

7.3. Computers assembled by CRW: for all Customers, CRW grants a three (3) year commercial guarantee on the entire computer, without prejudice to the statutory guarantees of Consumers. Certain components benefit from a longer manufacturer’s warranty; this is verified on a case-by-case basis when a warranty claim is made.

7.4. Excluded from the guarantees are damage resulting from improper use, a fall, liquid, a power surge, an intervention or modification by a third party, normal wear and tear (for example batteries, consumables), as well as defects in third-party software.

7.5. For a warranty claim, the Customer hands the device over to CRW with a description of the defect. If no covered defect is found, the diagnosis and transport costs may be billed according to the rates in force, after informing the Customer.

8. Consumers’ right of withdrawal

8.1. Where a contract is concluded at a distance or off-premises, the Consumer has a period of fourteen (14) days to withdraw without giving any reason, in accordance with the Consumer Code. The Consumer informs CRW of the decision by means of an unequivocal statement, for example by email to team@crw.lu; a model form is available on request.

8.2. The right of withdrawal does not apply, in particular: to hardware made to the Consumer’s specifications or clearly personalised (for example a custom-built computer); to software and licences whose packaging the Consumer has unsealed or which have been activated; to services fully performed before the end of the period, where the Consumer has expressly requested that performance begin and acknowledged losing the right of withdrawal.

8.3. In the event of withdrawal, CRW refunds the payments received within fourteen (14) days; it may withhold the refund until the hardware has been recovered. The direct costs of returning the goods are borne by the Consumer.

9. Software and licences

Third-party software and licences are supplied in accordance with their publishers’ licence terms, which the Customer undertakes to comply with. Activated licences or licence keys that have been communicated are neither taken back nor refunded, except in the event of a defect attributable to CRW or a mandatory statutory provision.

10. Workshop work and repairs

10.1. Before any repair whose cost exceeds the amount indicated when the device was handed in, CRW draws up a quotation. The diagnosis may be billed if the Customer decides not to proceed with the repair.

10.2. The Customer backs up its data before handing in a device. CRW is not liable for loss of data during a repair, except in the event of wilful misconduct or gross negligence on the part of CRW; a data backup or data recovery is carried out only if ordered.

10.3. The Customer collects its device within one (1) month of the notice that it is ready for collection. After this period, CRW may charge reasonable storage fees. If the device is not collected within six (6) months of a formal notice (mise en demeure) by registered letter, CRW may sell it or have it recycled, after secure erasure of the data; any sale proceeds are applied to the sums due and any surplus is held at the Customer’s disposal.

11. Liability

11.1. Towards Business Customers, CRW’s liability is limited to the amount, excl. VAT (HTVA), of the order concerned (hardware and services) and excludes indirect damage (in particular loss of turnover, profit or data), except in the event of wilful misconduct or gross negligence.

11.2. Towards Consumers, CRW is liable in accordance with the statutory provisions; the above limitations apply only to the extent permitted by law.

11.3. CRW holds professional liability insurance covering its business.

12. Data protection

CRW processes the Customer’s personal data for the performance of orders, billing, warranty and debt recovery, in accordance with Regulation (EU) 2016/679. Data stored on devices entrusted to CRW are accessed only to the extent necessary for the intervention and remain confidential. The Customer may exercise its rights with CRW (info@crw.lu) and lodge a complaint with the National Commission for Data Protection (Commission nationale pour la protection des données – CNPD).

13. Language, governing law and disputes

13.1. These Terms are drawn up in French, German and English; in the event of any discrepancy, the French version prevails.

13.2. They are governed by Luxembourg law. For Business Customers, any dispute falls within the exclusive jurisdiction of the courts of Luxembourg City. Consumers may bring proceedings before the competent Luxembourg courts and refer the matter to the National Consumer Ombudsman Service (Service national du Médiateur de la consommation).

13.3. If any clause of these Terms is void, the remaining clauses remain in force.