General terms and conditions

Article 1 – Definitions

In these terms and conditions, the following definitions apply:

Cooling-off period:
The period during which the consumer may exercise the right of withdrawal.

Consumer:
The natural person who is not acting in the exercise of a profession or business and who enters into a distance contract with the entrepreneur.

Day:
Calendar day.

Ongoing transaction:
A distance contract relating to a series of products and/or services, the delivery and/or purchase obligation of which is spread over time.

Durable data carrier:
Any means that enables the consumer or entrepreneur to store information addressed personally to them in a way that allows future consultation and unchanged reproduction of the stored information.

Right of withdrawal:
The option for the consumer to withdraw from the distance contract within the cooling-off period.

Entrepreneur:
The natural or legal person who offers products and/or services to consumers at a distance.

Distance contract:
A contract concluded within the framework of an organised system for distance selling of products and/or services, whereby exclusive use is made of one or more means of distance communication up to and including the conclusion of the contract.

Means of distance communication:
A means that can be used to conclude a contract without the consumer and entrepreneur being present in the same place at the same time.

Terms and Conditions:
These Terms and Conditions of the entrepreneur.

Article 2 – Right of Withdrawal

The consumer has the right to withdraw from the contract within a cooling-off period of 30 days without stating reasons. During this period, the consumer shall handle the product and packaging with care.

If the consumer exercises the right of withdrawal, they shall return the product with all supplied accessories and, if reasonably possible, in its original condition, in accordance with reasonable instructions provided by the entrepreneur.

Article 3 – Applicability

These Terms and Conditions apply to every offer made by the entrepreneur and to every distance contract and order concluded between the entrepreneur and the consumer.

Before the distance contract is concluded, the text of these Terms and Conditions shall be made available to the consumer. If this is not reasonably possible, it shall be indicated before the contract is concluded that the Terms and Conditions can be inspected at the entrepreneur’s premises and will be sent free of charge upon request.

If the distance contract is concluded electronically, the text of these Terms and Conditions may be made available electronically in such a way that the consumer can easily store them on a durable data carrier. If this is not reasonably possible, it will be indicated where the Terms and Conditions can be consulted electronically and that they will be sent free of charge upon request.

If specific product or service conditions apply in addition to these Terms and Conditions, the consumer may always rely on the provision that is most favourable to them in the event of conflicting conditions.

If one or more provisions of these Terms and Conditions are wholly or partially invalid or annulled, the remaining provisions shall remain in force. The invalid provision shall be replaced in mutual consultation by a provision that most closely reflects the original intent.

Situations not regulated in these Terms and Conditions shall be assessed in the spirit of these Terms and Conditions. Any ambiguities regarding the interpretation or content shall also be interpreted in this spirit.

Article 4 – The Offer

If an offer has a limited period of validity or is subject to conditions, this shall be explicitly stated. The offer is non-binding and may be amended by the entrepreneur.

The offer includes a complete and accurate description of the products and/or services offered. Images are a truthful representation of the products, though colours may differ from actual colours.

Obvious errors or mistakes do not bind the entrepreneur. All images and specifications are indicative and cannot give rise to compensation or dissolution of the contract.

Each offer includes sufficient information to make clear the rights and obligations attached to acceptance, including in particular:

  • Shipping costs

  • The manner in which the contract will be concluded

  • Applicability of the right of withdrawal

  • Payment, delivery, and execution methods

  • Offer acceptance period or price guarantee period

  • Archiving of the contract

  • Methods for correcting provided data

  • Available languages

  • Applicable codes of conduct

  • Minimum duration in case of ongoing transactions

  • Optional: available sizes, colours, materials

Article 5 – The Contract

The contract is concluded at the moment the consumer accepts the offer and fulfils the conditions set therein.

If accepted electronically, the entrepreneur shall promptly confirm receipt. Until confirmation is received, the consumer may dissolve the contract.

The entrepreneur shall take appropriate technical and organisational measures to secure electronic data transfer and ensure a safe web environment.

The entrepreneur may assess the consumer’s ability to meet payment obligations. If justified, the entrepreneur may refuse an order or impose special conditions.

The entrepreneur shall provide the consumer with the following information in writing or on a durable data carrier:

  • Business address for complaints

  • Instructions for exercising the right of withdrawal

  • Warranty and after-sales service information

  • Relevant contract data

  • Termination requirements for long-term contracts

Each contract is subject to the availability of products.

Article 6 – Right of Withdrawal

The consumer may dissolve the contract within 30 days of receiving the product.

The cooling-off period starts the day after receipt. During this period, the consumer shall handle the product with care and only use it to assess suitability.

Withdrawal must be communicated in writing or by email within 30 days. The product must be returned within 30 days after notification.

Failure to notify or return within the set periods results in a final sale.

Article 7 – Costs in Case of Withdrawal

Return shipping costs are borne by the consumer.

Refunds will be issued within 30 days after withdrawal, provided the product has been received or proof of return has been supplied.

Article 8 – Exclusion of the Right of Withdrawal

The right of withdrawal may be excluded for products:

  • Made to consumer specifications

  • Clearly personal in nature

  • Not suitable for return

  • Perishable or time-sensitive

  • Subject to financial market fluctuations

  • Newspapers and magazines

  • Sealed media/software once opened

  • Sealed hygiene products once opened

Article 9 – Price

Prices will not be increased during the stated validity period, except due to VAT changes.

Variable pricing may apply to market-dependent products. Price increases within three months are only permitted due to legal requirements.

Prices are subject to typographical errors, for which no liability is accepted.

Article 10 – Conformity and Warranty

Products comply with the contract, specifications, and legal requirements.

Warranties do not affect statutory consumer rights. Defects must be reported within 30 days.

Warranty does not apply if products are misused, altered, or improperly handled.

Article 11 – Delivery and Execution

Orders will be executed with due care and within 30 days unless otherwise agreed.

Delays or partial deliveries entitle the consumer to dissolve the contract without costs.

Risk transfers upon delivery to the consumer or designated representative.

Article 12 – Ongoing Transactions: Duration, Termination, and Renewal

Termination:
Consumers may terminate ongoing contracts at any time with up to one month’s notice.

Renewal:
Fixed-term contracts may not be automatically renewed except under statutory exceptions.

Duration:
Contracts exceeding one year may be terminated after one year with one month’s notice.

Article 13 – Payment

Payments must be made within seven working days unless otherwise agreed.

The consumer must report incorrect payment details immediately.

In case of default, reasonable costs may be charged.

Article 14 – Complaints Procedure

Complaints must be submitted within seven days of discovery.

Complaints will be answered within 14 days.

Unresolved complaints may result in a dispute subject to dispute resolution.

Article 15 – Disputes

All agreements are governed exclusively by Dutch law, even if the consumer resides abroad.