General terms and conditions

Article 1 – Definitions

In these terms and conditions, the following definitions apply:

  • Reflection Period: The period within which the consumer can exercise their right of withdrawal.

  • Consumer: Any natural person who does not act in the exercise of a profession or business and enters into a distance contract with the entrepreneur.

  • Day: Calendar day.

  • Long-term Transaction: A distance contract regarding a series of products and/or services, the delivery and/or acceptance of which is spread over time.

  • Durable Data Carrier: Any means that allows 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 consumer’s right to withdraw from the distance contract within the reflection period.

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

  • Distance Contract: A contract concluded within the framework of a system organized by the entrepreneur for the remote sale of products and/or services, where only one or more techniques for distance communication are used up to and including the conclusion of the contract.

  • Distance Communication Technique: Any means that can be used to conclude a contract without the consumer and entrepreneur being present in the same location simultaneously.

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

Article 2 – Right of Withdrawal

The consumer has the right to withdraw from the contract within a 30-day reflection period without giving any reason. During this period, the consumer must handle the product and its packaging with care.

If the consumer exercises their right of withdrawal, they must return the product with all delivered accessories and, if possible, in its original condition, following reasonable instructions from the entrepreneur.

Article 3 – Applicability

These general terms and conditions apply to every offer from the entrepreneur, every concluded distance contract, and every order between the entrepreneur and the consumer.

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

If the distance contract is concluded electronically, the terms and conditions may be provided electronically in a manner that allows the consumer to 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 accessed electronically and that they will be sent free of charge on request.

If specific product or service terms also apply, the previous paragraphs apply correspondingly. In case of conflicting general terms, the consumer may rely on the provision most favorable to them.

If any provision in these general terms is wholly or partially null or annulled, the remaining agreement and terms remain in effect. The provision will be promptly replaced with one reflecting the original intent as closely as possible.

Situations not covered in these terms will be interpreted “in the spirit” of these terms. Ambiguities regarding the interpretation of one or more provisions should also be interpreted “in the spirit” of these terms.

Article 4 – The Offer

If an offer has a limited validity or is conditional, this will be explicitly stated in the offer. The offer is non-binding. The entrepreneur reserves the right to modify or adjust the offer.

The offer includes a complete and accurate description of the offered products and/or services. The description is sufficiently detailed to allow the consumer to make a proper assessment of the offer.

If images are used, they faithfully represent the offered products and/or services. Obvious mistakes or errors in the offer do not bind the entrepreneur. All images and specifications are indicative and cannot lead to compensation or dissolution of the contract.

Images of products aim to be accurate, but the entrepreneur cannot guarantee that displayed colors exactly match the actual product colors.

Each offer includes information so that the consumer clearly understands the rights and obligations related to acceptance of the offer, particularly:

  • Any shipping costs.

  • How the contract is concluded and which actions are required.

  • Whether the right of withdrawal applies.

  • Methods of payment, delivery, and performance of the contract.

  • The acceptance period for the offer or the period during which the price is guaranteed.

  • Fees for using distance communication techniques, if applicable.

  • How the contract is archived and accessed by the consumer.

  • How the consumer can check and, if necessary, correct the data provided before concluding the contract.

  • Other languages in which the contract may be concluded, besides Dutch.

  • Codes of conduct the entrepreneur follows and how the consumer can access them electronically.

  • Minimum duration of the contract for long-term transactions.

  • Optional: available sizes, colors, and materials.

Article 5 – The Contract

The contract is concluded, subject to Article 4, at the moment the consumer accepts the offer and meets the specified conditions.

If the consumer accepts the offer electronically, the entrepreneur will promptly confirm receipt electronically. Until this receipt is confirmed, the consumer may dissolve the contract.

If the contract is concluded electronically, the entrepreneur will take appropriate technical and organizational measures to secure data transfer and provide a secure web environment. If electronic payment is possible, appropriate security measures will be in place.

The entrepreneur may verify whether the consumer can meet payment obligations and all relevant factors for a responsible contract conclusion. If justified, the entrepreneur may refuse the order or impose specific conditions.

The entrepreneur will provide the consumer with the following information in writing or electronically in a durable manner:

  • The business address for complaints.

  • Conditions and procedures for exercising the right of withdrawal, or notification if withdrawal is excluded.

  • Warranty and after-sales service information.

  • Information listed in Article 4, paragraph 3, unless already provided.

  • Termination requirements for long-term contracts.

For long-term transactions, these provisions apply to the first delivery only. All contracts are subject to sufficient product availability.

Article 6 – Right of Withdrawal for Products

The consumer may withdraw from the purchase contract within 30 days without giving a reason. The period begins the day after the consumer, or their designated representative, receives the product.

During this period, the consumer must handle the product and packaging carefully and may only unpack/use the product to the extent necessary to decide whether to keep it.

If the consumer exercises the right of withdrawal, they must return the product with all accessories and, if reasonably possible, in the original state and packaging, following the entrepreneur’s clear instructions.

Notification of exercising the right of withdrawal must occur within 30 days of product receipt via written notice or email. The product must then be returned within 30 days, with proof of timely shipment.

If the consumer fails to notify or return the product within the deadlines, the purchase is final.

Article 7 – Costs in Case of Withdrawal

If the consumer exercises the right of withdrawal, the costs of returning the products are borne by the consumer.

Refunds for any paid amounts will be processed promptly, and at the latest within 30 days, provided the product has been received or proof of return is provided.

Article 8 – Exclusion of Withdrawal Rights

The entrepreneur may exclude withdrawal for certain products if clearly stated in the offer, including:

  • Custom-made products according to consumer specifications.

  • Clearly personal products.

  • Products that cannot be returned due to their nature.

  • Perishable or quickly aging products.

  • Products with prices linked to financial market fluctuations.

  • Individual newspapers or magazines.

  • Sealed media, video, or software if opened by the consumer.

  • Sealed hygienic products if opened by the consumer.

Article 9 – Price

Prices remain valid during the period stated in the offer, except for VAT-related changes.

Products/services linked to financial market fluctuations may be offered with variable prices. Any mentioned prices are guidelines and are indicated in the offer.

Price increases within three months after contract conclusion are allowed only due to legal regulations.
Price increases after three months require agreement and the right for the consumer to terminate the contract.

All prices are subject to printing errors; the entrepreneur is not liable for consequences.

Article 10 – Conformity and Warranty

The entrepreneur guarantees that products/services conform to the contract, specifications, reasonable quality standards, and legal requirements.

Manufacturer warranties do not affect statutory consumer rights.

Defects or wrong deliveries must be reported within 30 days. Returned products must be in original packaging and condition.

Warranty is void if the consumer or a third party repairs or modifies the product, exposes it to abnormal conditions, or handles it contrary to instructions.

Article 11 – Delivery and Execution

The entrepreneur will handle orders with care. Orders will be executed promptly, at most within 30 days, unless agreed otherwise.

If delivery is delayed or incomplete, the consumer will be informed within 30 days and may dissolve the contract free of charge. Refunds will be made promptly, within 30 days.

If delivery is impossible, the entrepreneur will try to provide a replacement. The consumer’s withdrawal rights apply to replacement products.

The risk of damage or loss rests with the entrepreneur until delivery to the consumer or their representative, unless otherwise agreed.

Article 12 – Long-term Transactions: Duration, Termination, and Renewal

Termination: Consumers may terminate ongoing contracts at any time with at most one month notice, subject to agreed rules.

Renewal: Contracts for a fixed term may not be automatically renewed, except for trial subscriptions of newspapers/magazines (maximum three months), which can be terminated before the end of the extended period.

For contracts longer than one year, consumers may terminate anytime after one year with one-month notice, unless fairness prevents early termination.

Article 13 – Payment

Unless otherwise agreed, the amounts due by the consumer must be paid within seven days from the start of the reflection period as referred to in Article 6(1).

For service contracts, this period starts after the consumer has received confirmation of the contract.

The consumer must immediately inform the entrepreneur of any incorrect or incomplete payment information.

In case of non-payment, the entrepreneur has the right, within legal limits, to charge the consumer for reasonable costs that were made known to the consumer in advance.

Article 14 – Complaints Procedure

Complaints regarding the execution of the contract must be submitted fully and clearly described within seven days after the consumer has noticed the defects.

The entrepreneur will respond to complaints within 14 days from the date of receipt.

If the complaint requires a longer processing time, the entrepreneur will acknowledge receipt within 14 days and indicate when the consumer can expect a more detailed response.

If a complaint cannot be resolved through mutual agreement, a dispute arises that may be submitted to the applicable dispute resolution procedure.

Filing a complaint does not suspend the entrepreneur’s obligations, unless explicitly stated otherwise in writing.

If a complaint is found to be justified, the entrepreneur will, at their discretion, replace or repair the delivered products at no cost.

Article 15 – Disputes

All contracts between the entrepreneur and the consumer to which these general terms apply are governed exclusively by Dutch law, even if the consumer resides abroad.