General Terms and Conditions
General Terms and Conditions
Article 1 – Definitions
In these terms and conditions, the following definitions apply:
Withdrawal period: The period within which the consumer can 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 distance contracts with the trader.
Day: Calendar day.
Long-term contract: 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 medium: Any means that enables the consumer or trader to store personal information in a way that allows future consultation and unchanged reproduction.
Right of withdrawal: The consumer’s right to withdraw from the distance contract within the withdrawal period.
Trader: The natural or legal person who offers products and/or services remotely to consumers.
Distance contract: An agreement concluded exclusively through one or more means of distance communication within a system organized by the trader.
Means of distance communication: A tool used to conclude an agreement without the consumer and trader being physically present in the same place.
General Terms and Conditions: These present terms.
Article 2 – Right of Withdrawal
The consumer has the right to withdraw from the agreement within 30 days without giving any reason. During the withdrawal period, the product and packaging must be handled with care. If withdrawal is exercised, the product and accessories must – where reasonably possible – be returned in their original condition, in accordance with the trader’s reasonable instructions.
Article 3 – Applicability
These terms apply to all offers from the trader and to all distance contracts between trader and consumer. Before the contract is concluded, these terms must be made available. If this is not reasonably possible, the consumer must be informed that the terms can be inspected at the trader’s premises and will be sent free of charge upon request.
For electronic distance contracts, the terms may be made available electronically in a way that allows easy storage. In the event of a conflict between these general terms and specific product or service terms, the provision most favorable to the consumer shall prevail.
If any provision is invalid, it shall be replaced as soon as possible in a manner that preserves its intent. Any ambiguity shall be interpreted in accordance with the purpose of these terms.
Article 4 – The Offer
If an offer has limited validity or is subject to conditions, this must be clearly stated. Offers are non-binding and may be changed. The offer must include a clear and accurate description of the product/service. Images must be truthful; the trader is not bound by obvious errors.
Information about consumer rights and obligations upon acceptance must be included, such as shipping costs, ordering process, right of withdrawal, payment, delivery, pricing validity, data storage, correction of errors, available languages, codes of conduct, and duration of long-term contracts.
Article 5 – The Contract
The contract is concluded when the consumer accepts the offer and fulfills the required conditions. Electronic acceptance will be confirmed immediately. Until confirmation is received, the consumer may cancel the contract.
The trader must ensure secure electronic data transfer and payment security. The trader may assess the consumer’s ability to pay and may refuse or attach conditions to an order on reasonable grounds.
Upon delivery, the consumer must receive written information including: complaint address, right of withdrawal (or exclusion), guarantees, and information mentioned in Article 4, including termination conditions for contracts longer than one year. Long-term contracts are conditional upon availability.
Article 6 – Exercising the Right of Withdrawal
The consumer may withdraw within 30 days of receiving the product without giving reasons. During this period, product and packaging must be handled carefully. If withdrawal is exercised, the product and all accessories must be returned in original condition if possible.
The consumer must notify the trader in writing (e.g., email) within 30 days and then has another 30 days to return the product, with proof of shipment. Failure to notify or return makes the purchase final.
Article 7 – Costs of Withdrawal
Return shipping costs are borne by the consumer. Payments made will be refunded within 30 days after withdrawal, provided the product has been returned or proof of return is provided.
Article 8 – Exclusion of Withdrawal
Exclusions may apply if clearly stated before the contract. This includes custom-made goods, personal items, perishable goods, goods dependent on financial markets, newspapers/magazines, unsealed media/software, and unsealed hygiene products.
Article 9 – Price
Prices may not be increased during the validity period of the offer except for VAT changes. Products tied to financial markets may have variable prices. Price increases within 3 months after the contract are only allowed by law; after 3 months only if agreed and with the consumer’s right to terminate. All prices are subject to printing errors.
Article 10 – Conformity and Warranty
The trader guarantees that products/services comply with the agreement, specifications, reasonable quality standards, and legal requirements. Additional supplier warranties do not affect statutory consumer rights. Defects must be reported within 30 days in writing. Warranty does not apply to unauthorized repairs, misuse, or government material requirements.
Article 11 – Delivery and Performance
Orders must be fulfilled within 30 days unless otherwise agreed. In case of delay or partial delivery, the consumer must be informed and may cancel without cost. Refunds must be made within 30 days. If unavailable, a substitute product may be offered, with full withdrawal rights. Risk transfers upon delivery to the consumer.
Article 12 – Long-term Contracts
Consumers may terminate ongoing contracts at any time with max one month’s notice. Automatic renewal rules, trial subscriptions, and contracts longer than one year follow the consumer-friendly termination terms described.
Article 13 – Payment
Payment must be made within 7 working days after the withdrawal period starts, unless agreed otherwise. Errors in payment details must be corrected immediately. The trader may charge reasonable legal costs in case of non-payment.
Article 14 – Complaints Procedure
Complaints must be submitted within 7 days of discovering the defect. A response will be provided within 14 days. Disputes may be brought before a complaints body. Valid complaints may result in repair or replacement free of charge.
Article 15 – Governing Law
These agreements are governed exclusively by Dutch law, even if the consumer resides abroad. Matters not covered shall be interpreted in the spirit of these terms.