General terms and conditions

Article 1 – Definitions
In these terms and conditions, the following terms shall have the following meanings:
Cooling-off period: The period within which the consumer can exercise the right of withdrawal.
Consumer: The natural person who is not acting in the course of a profession or business and enters into a distance contract with the entrepreneur.
Day: Calendar day.
Long-term 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 to them personally in a way that allows future consultation and unaltered 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 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 distance sales of products and/or services, using only one or more means of distance communication up to and including the conclusion of the contract.
Means of distance communication: Means that can be used for concluding a contract without the consumer and entrepreneur being in the same place at the same time.
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 cooling-off period without giving any reason. During the cooling-off period, the consumer shall handle the product and its packaging with care.
If the consumer exercises the right of withdrawal, they shall return the product with all delivered accessories, and if reasonably possible, in its original condition, following reasonable instructions provided by the entrepreneur.

Article 3 – Applicability
These general terms and conditions apply to every offer from the entrepreneur and to every distance contract concluded between entrepreneur and consumer.
Before a 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, the entrepreneur shall indicate how the general terms and conditions can be inspected and that they will be sent free of charge at the consumer’s request.
If the contract is concluded electronically, 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 specific product or service conditions apply in addition to these general terms, the consumer may always invoke the provision that is most favorable to them in the event of contradictory conditions.
If any provision of these terms is wholly or partially invalid or nullified, the remainder of the contract remains in effect. The parties shall replace the invalid provision with one that approximates its purpose as closely as possible.
Situations not covered by these general terms must be assessed in the spirit of these terms. Ambiguities about the interpretation or content of one or more provisions must also be interpreted in that spirit.

Article 4 – The Offer
If an offer has a limited validity period or is subject to conditions, this will be stated explicitly.
Offers are non-binding; the entrepreneur may change or adjust them.
The offer includes a complete and accurate description of the offered products/services.
Images used by the entrepreneur are a truthful representation, though color variations may occur.
Obvious mistakes or errors in the offer do not bind the entrepreneur.
Each offer includes clear information regarding:

  • Any delivery costs.

  • The method of contract conclusion and required steps.

  • Whether the right of withdrawal applies.

  • Payment, delivery, and contract execution procedures.

  • The term for accepting the offer or the period in which the price is guaranteed.

  • Communication cost calculation if it deviates from the basic rate.

  • Whether the contract will be archived and how the consumer can access it.

  • How the consumer can check and correct their provided information.

  • Available languages other than Dutch.

  • Applicable codes of conduct and how to access them.

  • Minimum contract duration in the case of long-term transactions.

  • Optional: available sizes, colors, and materials.

Article 5 – The Agreement
The agreement is concluded when the consumer accepts the offer and meets the associated conditions.
If accepted electronically, the entrepreneur shall confirm receipt without delay.
The entrepreneur shall implement appropriate technical and organizational measures to secure electronic data transmission.
The entrepreneur may assess the consumer’s creditworthiness and refuse the order with justification.
The entrepreneur shall provide the following information with the product or service:

  • Business address.

  • Information on the right of withdrawal or its exclusion.

  • Warranty and after-sales service details.

  • All article 4(3) data if not already provided.

  • Termination conditions for contracts longer than one year or indefinite term.
    For recurring transactions, the above applies only to the first delivery.
    All agreements are subject to availability of the products.

Article 6 – Right of Withdrawal
Consumers may withdraw within 30 days of receiving the product.
They must treat the product and packaging carefully and only unpack as necessary to assess it.
To exercise the right of withdrawal, the consumer must notify the entrepreneur in writing or by email within 30 days.
The product must be returned within 30 days after this notification.
The consumer must provide proof of return, e.g., a shipping receipt.
If the deadlines are not met, the purchase is binding.

Article 7 – Costs in Case of Withdrawal
Return shipping costs are borne by the consumer.
Any amounts paid by the consumer will be refunded within 30 days of withdrawal, provided the returned product is received or proof of return is given.

Article 8 – Exclusion of the Right of Withdrawal
The entrepreneur may exclude the right of withdrawal for specific products, provided this was clearly stated before the contract was concluded.
Exclusions apply to products:

  • Made to the consumer’s specifications.

  • Clearly personal in nature.

  • Not suitable for return due to their nature.

  • That spoil or expire quickly.

  • With prices depending on financial market fluctuations.

  • Newspapers and magazines.

  • Media/software with a broken seal.

  • Hygiene products with broken seals.

Article 9 – The Price
Prices will not be increased during the validity period, except for VAT rate changes.
Variable pricing may apply for market-dependent items, with clear mention in the offer.
Price increases within three months are only allowed if legally required.
Price increases after three months are only allowed if the entrepreneur has reserved the right and the consumer may terminate the contract from the date of increase.
Typographical or printing errors are not binding.

Article 10 – Conformity and Warranty
Products must meet the agreement, specifications, usability, and legal requirements.
Warranties do not affect statutory consumer rights.
Defects must be reported within 30 days of delivery. Products must be returned in new condition.
Warranty does not apply if:

  • The product was altered or repaired by the consumer or a third party.

  • It was treated improperly or against instructions.

  • Defects result from government regulations on materials used.

Article 11 – Delivery and Execution
The entrepreneur will handle orders with care.
Orders will be delivered within 30 days unless agreed otherwise.
Delays will be communicated within 30 days; the consumer may cancel in such cases.
Upon cancellation, any payments will be refunded within 30 days.
If an ordered item is unavailable, a replacement may be provided with clear notice.
Replaced items maintain the right of withdrawal. Return shipping is at the entrepreneur’s expense.
Risk of damage/loss passes to the consumer upon delivery.

Article 12 – Long-term Transactions: Duration, Termination, and Renewal
Termination
The consumer may terminate an indefinite contract for periodic product/service delivery with up to one month's notice.
A fixed-term contract may also be terminated at the end of its term with up to one month's notice.
Termination may occur at any time and must follow the same method and notice period as the entrepreneur applies.

Renewal
Fixed-term contracts for regular delivery may not be automatically renewed.
Newspaper and magazine subscriptions may be renewed for up to three months with a one-month termination right.
For longer renewal, the consumer may terminate at any time with a one-month notice.
Trial subscriptions end automatically unless otherwise agreed.

Duration
Contracts longer than one year may be terminated after one year with up to one month’s notice, unless unreasonable under the circumstances.

Article 13 – Payment
Unless otherwise agreed, payments must be made within seven working days after the start of the withdrawal period.
For services, the term starts upon receipt of contract confirmation.
Consumers must report inaccuracies in payment data immediately.
In case of default, the entrepreneur may charge reasonable collection costs.

Article 14 – Complaints
Complaints must be submitted within 7 days after discovery.
They will be answered within 14 days of receipt.
If more time is needed, the entrepreneur will inform the consumer.
If a complaint cannot be resolved, it becomes a dispute subject to dispute resolution.
A complaint does not suspend the consumer’s obligations unless otherwise agreed.
If justified, the entrepreneur may replace or repair the product at no cost.

Article 15 – Disputes
Contracts between the entrepreneur and the consumer to which these general terms and conditions apply are exclusively governed by Dutch law, even if the consumer resides abroad.
The Vienna Sales Convention does not apply.