General Terms and Conditions

Article 1 – Definitions
In these terms and conditions, the following terms are defined as:

  • Cooling-off period: The period within which the consumer can exercise the right of withdrawal.

  • Consumer: A natural person who is not acting in the course of their trade, business, or profession and enters into a distance contract with the entrepreneur.

  • Day: Calendar day.

  • Duration contract: A distance contract relating to a series of products and/or services, with delivery and/or acceptance obligations spread over time.

  • Durable data carrier: Any medium that enables the consumer or entrepreneur to store information addressed to them in such a way that future consultation and unchanged reproduction of the stored information is possible.

  • Right of withdrawal: The consumer's ability to withdraw from the distance contract within the cooling-off period.

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

  • Distance contract: A contract concluded through an organized system for distance selling of products and/or services, where communication is exclusively done via one or more distance communication techniques.

  • Distance communication technique: A method that allows for concluding a contract without the consumer and entrepreneur being simultaneously in the same space.

  • General Terms and Conditions: These terms and conditions of the entrepreneur.

Article 2 – Right of Withdrawal
The consumer has the right to withdraw from this contract within a cooling-off period of 30 days without giving any reason. During the cooling-off period, the consumer will handle the product and packaging carefully.
If the consumer exercises the right of withdrawal, they must return the product with all accompanying items and, if possible, in its original condition, following reasonable instructions from the entrepreneur.

Article 3 – Applicability
These general terms and conditions apply to any offer by the entrepreneur and any distance contract or order concluded between the entrepreneur and the consumer.
Before the distance contract is concluded, the text of these general terms and conditions will be made available to the consumer. If this is not reasonably possible, it will be indicated that the general terms and conditions can be viewed at the entrepreneur’s premises and will be sent to the consumer free of charge upon request.
If the distance contract is concluded electronically, the text of these general terms and conditions can be provided electronically in such a way that the consumer can easily store it on a durable data carrier. If this is not reasonably possible, it will be indicated where the general terms and conditions can be accessed electronically and that they will be sent to the consumer electronically or by other means free of charge.
In cases where specific product or service conditions apply alongside these general terms and conditions, the second and third paragraphs apply accordingly, and in case of contradictory general terms and conditions, the consumer can always rely on the provision most favorable to them.
If one or more provisions in these general terms and conditions are or become wholly or partially invalid or are annulled, the agreement and these conditions will remain in full force, and the invalid provision will be replaced promptly through mutual agreement by a provision that most closely reflects the intent of the original.
Situations not covered by these general terms and conditions must be evaluated “in the spirit” of these terms and conditions. Any uncertainties regarding the interpretation or content of one or more provisions of our terms should be explained “in the spirit” of these general terms and conditions.

Article 4 – The Offer
If an offer has a limited validity period or is subject to conditions, this will be clearly stated in the offer. The offer is non-binding. The entrepreneur has the right to change and adjust the offer.
The offer will contain a complete and accurate description of the products and/or services offered. The description will be detailed enough to allow the consumer to make an informed assessment of the offer.
If the entrepreneur uses images, they are a truthful representation of the offered products and/or services. Obvious mistakes or errors in the offer do not bind the entrepreneur.
All images and specifications in the offer are indicative and cannot be grounds for claims for compensation or cancellation of the contract.
Images of products are a truthful representation of the offered products. The entrepreneur cannot guarantee that the displayed colors exactly match the actual colors of the products.
Each offer will contain sufficient information to make it clear to the consumer what the rights and obligations are that come with accepting the offer. This includes:

  • Any shipping costs.

  • The method of concluding the contract and what actions are required.

  • Whether the right of withdrawal applies.

  • The method of payment, delivery, and execution of the contract.

  • The time frame for accepting the offer or the period during which the entrepreneur guarantees the price.

  • The communication costs for using the distance communication technique, if they are calculated based on a different rate than the standard rate for the communication method used.

  • Whether the agreement will be archived after conclusion and, if so, how the consumer can access it.

  • How the consumer can check and, if desired, correct the information they have provided in relation to the contract before concluding it.

  • Any other languages in which the contract can be concluded, in addition to Dutch.

  • The codes of conduct the entrepreneur adheres to and how the consumer can consult these codes electronically.

  • The minimum duration of the distance contract in the case of a duration contract.
    Optional: available sizes, colors, materials, etc.

Article 5 – The Agreement
The agreement is concluded, subject to the provisions of paragraph 4, at the moment the consumer accepts the offer and meets the conditions set for it.
If the consumer has accepted the offer electronically, the entrepreneur will immediately confirm the receipt of the acceptance electronically. Until the receipt of this acceptance is confirmed by the entrepreneur, the consumer can cancel the agreement.
If the agreement is concluded electronically, the entrepreneur will take appropriate technical and organizational measures to secure the electronic transmission of data and provide a secure web environment. If the consumer can make electronic payments, the entrepreneur will take appropriate security measures.
The entrepreneur can inform themselves, within legal limits, about the consumer's ability to meet their payment obligations, as well as any facts and factors important for a responsible conclusion of the distance contract. If the entrepreneur has reasonable grounds to believe that the contract should not be concluded, they have the right to refuse an order or request, or impose special conditions on the execution.
The entrepreneur will provide the following information with the product or service, either in writing or in a way that can be easily stored by the consumer on a durable data carrier:

  • The visit address of the entrepreneur’s premises where the consumer can go with complaints.

  • The terms and conditions under which and the manner in which the consumer can exercise their right of withdrawal, or a clear statement about the exclusion of the right of withdrawal.

  • Information about warranties and after-sales service.

  • The details included in Article 4, paragraph 3, unless these have already been provided to the consumer before the execution of the agreement.

  • The requirements for terminating the agreement if it has a duration of more than one year or is of indefinite duration.
    In the case of a duration contract, the provision in the previous paragraph only applies to the first delivery. Each agreement is concluded under the condition that the relevant products are sufficiently available.

Article 6 – Right of Withdrawal
When purchasing products, the consumer has the possibility to terminate the agreement without giving any reason within 30 days.
This cooling-off period starts the day after the consumer or a representative designated by the consumer and known to the entrepreneur takes receipt of the product.
During the cooling-off period, the consumer will handle the product and its packaging with care. The product should only be unpacked or used to the extent necessary to assess whether the consumer wishes to keep the product.
If the consumer wishes to exercise their right of withdrawal, they will return the product with all delivered accessories and, if reasonably possible, in its original state and packaging, following the reasonable and clear instructions provided by the entrepreneur.
If the consumer wishes to make use of their right of withdrawal, they must inform the entrepreneur within 30 days after receiving the product. The consumer must notify this in writing or by email.
Once the consumer has informed the entrepreneur of their intent to withdraw, they must return the product within 30 days. The consumer must provide proof that the goods were sent back on time, for example, by providing proof of shipment.
If the consumer has not informed the entrepreneur of their intent to withdraw and/or has not returned the product within the specified periods, the purchase is final.

Article 7 – Costs in Case of Withdrawal
If the consumer exercises their right of withdrawal, the costs of returning the products are for the consumer’s account.
If the consumer has paid an amount, the entrepreneur will refund this amount as soon as possible, but no later than 30 days after the withdrawal, provided that the product has been received by the entrepreneur or that conclusive proof of complete return shipment can be provided.

Article 8 – Exclusion of the Right of Withdrawal
The entrepreneur may exclude the right of withdrawal for certain products as described in paragraphs 2 and 3. The exclusion of the right of withdrawal is only applicable if the entrepreneur has clearly stated this in the offer or at least before the agreement is concluded.
The right of withdrawal can only be excluded for products:

  • That have been made by the entrepreneur according to the consumer’s specifications.

  • That are clearly personal in nature.

  • That cannot be returned due to their nature.

  • That can spoil or age quickly.

  • Whose price is linked to fluctuations in the financial market over which the entrepreneur has no control.

  • For loose newspapers and magazines.

  • For media and video recordings and computer software if the consumer has broken the seal.

  • For hygienic products if the consumer has broken the seal.

Article 9 – Price
For the validity period stated in the offer, the prices of the offered products and/or services will not be increased, unless there are price changes due to changes in VAT rates.
In deviation from the previous paragraph, the entrepreneur can offer products or services whose prices are subject to fluctuations in the financial market, and where the entrepreneur has no influence, at variable prices. The dependence on fluctuations and the fact that the prices may be indicative are indicated in the offer.
Price increases within three months after the agreement is concluded are only allowed if they result from legal regulations or provisions.
Price increases after three months after the agreement is concluded are only allowed if the entrepreneur has agreed to this and:

  • They are the result of legal regulations or provisions.

  • The consumer has the right to cancel the agreement on the day the price increase takes effect.
    All prices are subject to printing and typing errors. The entrepreneur is not liable for the consequences of printing or typing errors. In the event of printing or typing errors, the entrepreneur is not obliged to deliver the product at the incorrect price.

Article 10 – Conformity and Warranty
The entrepreneur guarantees that the products and/or services comply with the agreement, the specifications mentioned in the offer, reasonable standards of quality and/or usability, and the applicable laws and government regulations existing at the time the agreement is concluded. If agreed, the entrepreneur also guarantees that the product is suitable for other than normal use.
A warranty provided by the entrepreneur, manufacturer, or importer does not affect the consumer’s statutory rights and claims against the entrepreneur under the agreement.
Any defects or incorrectly delivered products must be reported to the entrepreneur in writing within 30 days of delivery. Products should be returned in their original packaging and in new condition.
The entrepreneur’s warranty period is the same as the manufacturer’s warranty period. However, the entrepreneur is never responsible for the product’s suitability for any individual use by the consumer, nor for any advice regarding the use or application of the products.
The warranty does not apply if:

  • The consumer has repaired and/or altered the delivered products themselves or had them repaired and/or altered by third parties.

  • The delivered products have been exposed to abnormal conditions or have been handled carelessly or contrary to the entrepreneur’s instructions and/or the instructions on the packaging.

  • The defect is entirely or partly due to regulations set by the government regarding the nature or quality of the materials used.

Article 11 – Delivery and Execution
The entrepreneur will exercise the utmost care when receiving and executing orders for products.
Subject to the provisions of Article 4 of these terms and conditions, the company will execute accepted orders without undue delay, but no later than 30 days, unless the consumer has agreed to a longer delivery period.
If delivery is delayed or if an order can only be partially executed, the consumer will be informed of this no later than 30 days after placing the order. In this case, the consumer has the right to cancel the agreement without incurring any costs and is entitled to any applicable compensation.
In the event of cancellation as per the previous paragraph, the entrepreneur will refund the amount paid by the consumer as soon as possible, but no later than 30 days after cancellation.
If delivery of an ordered product proves impossible, the entrepreneur will make every effort to make a replacement item available. At the time of delivery, it will be clearly and understandably communicated that a replacement item is being delivered.
For replacement items, the right of withdrawal cannot be excluded. The cost of any return shipment is for the entrepreneur's account.
The risk of damage and/or loss of products rests with the entrepreneur until delivery to the consumer or a representative designated by the consumer, unless otherwise agreed.

Article 12 – Duration Transactions: Duration, Termination, and Extension
Termination
The consumer may terminate an agreement that has been entered into for an indefinite period and involves the regular delivery of products (including electricity) or services at any time, subject to the agreed termination rules and a notice period of no more than one month.
The consumer may terminate an agreement entered into for a fixed period and involving the regular delivery of products (including electricity) or services at any time, at the end of the fixed term, subject to the agreed termination rules and a notice period of no more than one month.
The consumer can terminate the agreements mentioned in the previous paragraphs:

  • At any time and is not restricted to termination at a specific time or during a specific period;

  • At least in the same manner as they were entered into;

  • Always with the same notice period as the entrepreneur has agreed for themselves.

Extension
An agreement entered into for a fixed period and involving the regular delivery of products (including electricity) or services may not be automatically extended or renewed for a fixed term.
In deviation from the previous paragraph, an agreement entered into for a fixed period and involving the regular delivery of daily, news, and weekly newspapers and magazines may be automatically extended for a fixed period of up to three months, provided that the consumer can terminate this extended agreement at the end of the extension with a notice period of no more than one month.
An agreement entered into for a fixed period and involving the regular delivery of products or services may only be automatically extended for an indefinite period if the consumer may terminate the agreement at any time with a notice period of no more than one month and a notice period of no more than three months if the agreement involves the regular, but less than once a month, delivery of daily, news, and weekly newspapers and magazines.
An agreement with a limited duration for the regular delivery of daily, news, and weekly newspapers and magazines (trial or introductory subscription) will not be automatically extended and will end automatically after the purchase of the trial or introductory period.

Duration
If an agreement has a duration of more than one year, the consumer may terminate the agreement at any time after one year with a notice period of no more than one month, unless reasonableness and fairness prevent termination before the end of the agreed duration.

Article 13 – Payment
Unless otherwise agreed, the amounts owed by the consumer must be paid within seven working days after the start of the cooling-off period as referred to in Article 6, paragraph 1.
In the case of an agreement for the provision of a service, this period starts after the consumer has received the confirmation of the agreement.
The consumer is obligated to report any inaccuracies in the provided or mentioned payment details to the entrepreneur without delay.
In the event of non-payment by the consumer, the entrepreneur, subject to legal restrictions, has the right to charge reasonable costs that were previously communicated to the consumer.

Article 14 – Complaints Procedure
Complaints about the execution of the agreement must be submitted in full and clearly to the entrepreneur within seven days after the consumer has discovered the defects.
Complaints submitted to the entrepreneur will be answered within 14 days from the date of receipt.
If a complaint requires a foreseeable longer processing time, the entrepreneur will respond within the 14-day period with an acknowledgment of receipt and an indication of when the consumer can expect a more detailed response.
If the complaint cannot be resolved by mutual agreement, a dispute arises that is subject to the dispute resolution procedure.
A complaint does not suspend the entrepreneur’s obligations unless the entrepreneur explicitly states otherwise in writing.
If a complaint is found to be justified by the entrepreneur, the entrepreneur will, at their discretion, either replace the delivered products free of charge or repair them.

Article 15 – Disputes
Dutch law applies exclusively to agreements between the entrepreneur and the consumer to which these terms and conditions apply, even if the consumer resides abroad.