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 their right of withdrawal.
Consumer: The natural person who does not act for purposes related to their trade, business, craft or profession and who enters into a distance contract with the entrepreneur.
Day: Calendar day.
Continuous transaction: A distance contract relating to a series of products and/or services, where the obligation to supply and/or receive is spread over time.
Durable medium: Any tool that allows the consumer or entrepreneur to store information addressed personally to them in a way that enables future consultation and unchanged reproduction of the stored information.
Right of withdrawal: The option for the consumer to cancel 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: An agreement concluded within the scope of an organized system for distance selling of products and/or services, where 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 tool that can be used to conclude a contract without the consumer and entrepreneur being simultaneously present in the same place.
General 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 agreement within 30 days without stating a reason. During this cooling-off period, the consumer shall handle the product and packaging with care.
If the consumer exercises their right of withdrawal, they shall return the product along with all accessories, preferably in the original condition and packaging, following the 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 agreement and order between entrepreneur and 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, the entrepreneur shall indicate how the terms and conditions can be reviewed and that they will be sent free of charge upon request.
If the distance contract is concluded electronically, these terms may also be made available electronically in such a way that they can be easily stored on a durable medium. If this is not reasonably possible, the entrepreneur will indicate how the consumer can access them electronically and that they will be sent upon request.
If in addition to these terms other product or service terms apply, paragraphs 2 and 3 apply accordingly, and the consumer may always rely on the most favorable applicable provision.
If one or more provisions are null or void, the agreement and the remaining terms will remain in effect, and the invalid provision will be replaced with a valid one that closely reflects the original intent.
Situations not covered by these terms shall be assessed “in the spirit” of these general conditions. Ambiguities shall also be interpreted “in the spirit” of these terms.
Article 4 – The offer
If an offer has a limited validity or is subject to conditions, this will be clearly stated. Offers are non-binding, and the entrepreneur may modify them.
The offer includes a complete and accurate description of the products and/or services, detailed enough for the consumer to make an informed decision.
Images used are a true representation of the offered products/services. Obvious errors do not bind the entrepreneur.
All visuals and specifications are indicative and not grounds for compensation or cancellation.
Images reflect the actual products, but color accuracy is not guaranteed.
Every offer includes sufficient detail to inform the consumer of the rights and obligations tied to acceptance, particularly:
- Any shipping costs
- How the contract is formed and what steps are required
- Whether the right of withdrawal applies
- Payment, delivery, and contract execution terms
- Offer validity and price guarantee
- Communication cost calculation if deviating from base rates
- Whether the contract will be archived and how it can be accessed
- How the consumer can verify or correct submitted information
- Available languages
- Applicable codes of conduct
- Minimum duration of continuous contracts
Optional: available sizes, colors, materials
Article 5 – The contract
The contract is concluded when the consumer accepts the offer and meets the terms.
If acceptance is electronic, the entrepreneur will confirm receipt electronically. Until this is done, the consumer may cancel.
If the contract is concluded electronically, the entrepreneur ensures secure data transmission and payment environment.
The entrepreneur may assess whether the consumer can meet their payment obligations. If there are valid reasons, the entrepreneur may refuse an order with explanation or impose special conditions.
The entrepreneur will include with the product/service:
- The business address for complaints
- Withdrawal policy or clear statement if withdrawal is excluded
- Warranty and after-sales service info
- Key details from Article 4(3) unless previously provided
- Cancellation terms for agreements longer than one year
For continuous agreements, this info is only provided with the first delivery. All contracts are subject to product availability.
Article 6 – Withdrawal rights
When purchasing products, the consumer has the right to cancel within 30 days without giving a reason.
This period starts the day after the consumer or designated representative receives the product.
During this time, the consumer must handle the product and packaging with care and only unpack to the extent necessary to evaluate it.
To exercise this right, the consumer must notify the entrepreneur in writing or by email within 30 days of receipt.
The product must be returned within 30 days of notification. Proof of timely return, such as tracking info, is required.
If the consumer does not notify or return the product in time, the purchase is final.
Article 7 – Return costs
Return shipping costs are borne by the consumer.
If the consumer has already paid, the entrepreneur will refund the amount as soon as possible, no later than 30 days after withdrawal, subject to receipt or proof of return.
Article 8 – Exclusion of withdrawal
The entrepreneur may exclude withdrawal for certain products as defined in paragraphs 2 and 3, provided this was clearly stated before the contract.
Withdrawal is excluded for:
- Custom-made products
- Personalized items
- Products that cannot be returned due to their nature
- Perishable goods
- Price-dependent market fluctuations
- Newspapers and magazines
- Media/software with broken seals
- Hygienic items with broken seals
Article 9 – Pricing
Prices are fixed during the offer period unless affected by VAT changes.
For products tied to financial market fluctuations, variable pricing applies.
Price increases within three months are only allowed due to legal changes.
After three months, increases are allowed only if agreed in the contract and the consumer can cancel.
Prices are subject to typographical errors. The entrepreneur is not obligated to honor incorrect prices.
Article 10 – Conformity and warranty
The entrepreneur guarantees that products/services conform to the agreement, specifications, usability expectations, and legal requirements at the time of contract.
Manufacturer warranties do not affect legal consumer rights.
Defects or incorrect deliveries must be reported in writing within 30 days. Returns must be in original packaging and condition.
Warranty equals the manufacturer's warranty. The entrepreneur is not liable for specific uses or user advice.
Warranty is void if:
- The consumer repaired/modified the product
- Product was misused or handled against instructions
- Issues stem from government-mandated requirements
Article 11 – Delivery and performance
The entrepreneur exercises care in processing orders.
Orders are fulfilled within 30 days unless a longer term was agreed.
If delayed or unavailable, the consumer will be informed within 30 days and may cancel at no cost.
In case of cancellation, refunds are made within 30 days.
If a product is unavailable, a replacement may be offered, clearly stated on delivery.
For replacements, the right of withdrawal remains valid. Return shipping is at the entrepreneur’s expense.
Risk of damage/loss passes to the consumer upon delivery.
Article 12 – Duration contracts: termination and renewal
Termination
Consumers may cancel indefinite contracts for regular delivery of goods/services at any time with one month’s notice.
Fixed-term contracts for regular delivery may be cancelled at the end of the term with one month’s notice.
Cancellations must be possible:
- At any time
- In the same manner as the contract was entered
- Under the same notice period as applies to the entrepreneur
Renewal
Fixed-term contracts cannot be automatically renewed.
Exceptions: newspaper/magazine subscriptions may be renewed once for max. three months with one month’s cancellation notice.
Indefinite renewal is only allowed with a max. one-month notice (three months for monthly or less frequent deliveries).
Trial subscriptions end automatically.
Duration
For contracts over one year, consumers may cancel after one year with one month’s notice unless fairness dictates otherwise.
Article 13 – Payment
Unless otherwise agreed, payments must be made within 7 business days from the start of the withdrawal period.
For services, this starts after contract confirmation.
Consumers must report errors in payment details immediately.
In case of non-payment, the entrepreneur may charge reasonable costs if previously communicated.
Article 14 – Complaints
Complaints must be submitted within 7 days of discovering issues, clearly and fully described.
The entrepreneur will respond within 14 days.
If more time is needed, the consumer will receive confirmation and a timeline.
If unresolved, a dispute arises subject to the dispute procedure.
Complaints do not suspend the entrepreneur’s obligations unless agreed.
If a complaint is justified, the entrepreneur may replace or repair the product free of charge.
Article 15 – Disputes
Dutch law applies exclusively to agreements between the entrepreneur and consumer governed by these terms, even if the consumer resides abroad.