General Terms and Conditions

Article 1 – Definitions

In these terms and conditions, the following definitions apply:

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

  • Consumer: The natural person who is not acting in the exercise of a profession or business and who enters into a distance contract with the trader.

  • Day: Calendar day.

  • Ongoing transaction: A distance contract relating to a series of products and/or services, the delivery and/or purchase obligations of which are spread over time.

  • Durable medium: Any tool that enables the consumer or trader to store information addressed personally to them 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.

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

  • Distance contract: A contract concluded within the framework of a system organized by the trader for the distance sale of products and/or services, whereby up to and including the conclusion of the contract, exclusive use is made of one or more means of distance communication.

  • Means of distance communication: A means that can be used to conclude a contract, without the consumer and trader having to be in the same room at the same time.

  • General Terms and Conditions: These General Terms and Conditions of the trader.

Article 2 – Right of Withdrawal

The consumer has the right to withdraw from the contract within 30 days without providing any reason. During this period, the consumer will handle the product and its packaging with care.

If the consumer exercises their right of withdrawal, they will return the product with all supplied accessories and, if reasonably possible, in its original condition, following the reasonable instructions provided by the trader.

Article 3 – Applicability

These general terms and conditions apply to every offer made by the trader and to every distance contract concluded between the trader and the consumer.

Before the 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 stated that the terms can be inspected at the trader’s premises and will be sent to the consumer free of charge upon request.

If the distance contract is concluded electronically, the text of the terms may be provided electronically in a way that allows the consumer to easily store them on a durable medium. If this is not possible, the consumer will be informed where the terms can be accessed electronically and that they will be sent free of charge upon request.

If specific product or service conditions apply in addition to these general terms, the consumer may always rely on the provision that is most favorable to them in the event of conflicting terms.

If any provision in these general terms is found to be invalid or void, the rest of the agreement remains in force, and the invalid provision will be replaced in mutual consultation.

Situations not covered by these terms must be interpreted "in the spirit" of these terms. Ambiguities in the interpretation should also be resolved "in the spirit" of these general terms.

Article 4 – The Offer

If an offer is of limited duration or subject to conditions, this will be explicitly stated. Offers are non-binding and may be adjusted by the trader.

Offers include a complete and accurate description of the products and/or services. Descriptions are sufficiently detailed to enable consumers to evaluate the offer properly.

If images are used, they reflect the products and/or services truthfully. Obvious mistakes or errors in the offer do not bind the trader.

All illustrations and specifications in the offer are indicative and cannot be grounds for compensation or contract termination.

Images of products are truthful representations, but exact color matching cannot be guaranteed.

Each offer includes clear information on the rights and obligations attached to acceptance, including:

  • Any shipping costs

  • The method of contract formation and necessary steps

  • Whether or not the right of withdrawal applies

  • Payment, delivery, and performance procedures

  • The validity period of the offer or price guarantee

  • Any communication cost deviations

  • Whether the contract will be archived and how it can be accessed

  • How consumers can check and amend input data before finalizing the contract

  • Available languages for the contract

  • Codes of conduct to which the trader adheres

  • Minimum contract duration for ongoing transactions

  • Optional details: sizes, colors, materials, etc.

Article 5 – The Agreement

The agreement is concluded once the consumer accepts the offer and meets its conditions, subject to Article 4.

If accepted electronically, the trader will promptly confirm receipt via electronic means. Until receipt is confirmed, the consumer may cancel the contract.

If the agreement is made electronically, the trader will take suitable technical and organizational measures to secure data transfer and ensure a safe web environment. If electronic payment is possible, appropriate safety measures will be applied.

The trader may assess whether the consumer can meet payment obligations. If warranted, the trader may refuse an order or attach special conditions.

The trader will send the following with the product or service, in a durable form:

  • The trader’s contact address for complaints

  • Conditions for exercising the right of withdrawal

  • Information on warranties and after-sales service

  • The information from Article 4(3), unless already provided

  • Terms for terminating long-term contracts

For ongoing transactions, this only applies to the first delivery.

Article 6 – Right of Withdrawal (continued)

Upon receiving products, the consumer has 30 days to withdraw without providing reasons.

The period starts the day after receipt by the consumer or a designated representative.

The consumer must handle the product and packaging with care during this time and only unpack it as needed to assess whether to keep it.

If the consumer withdraws, the product must be returned in its original state and packaging, if reasonably possible, in accordance with clear instructions from the trader.

The consumer must notify the trader within 30 days via email or written notice.

After notifying the withdrawal, the consumer must return the product within 30 days and provide proof of return, e.g., a tracking receipt.

If no withdrawal notice or return is received within the above timeframes, the purchase becomes final.

Article 7 – Costs in Case of Withdrawal

If the consumer uses the right of withdrawal, return shipping costs are at their own expense.

Any payments already made by the consumer will be refunded as soon as possible, no later than 30 days after the trader receives the returned product or sufficient proof of return.

Article 8 – Exclusion of Right of Withdrawal

The trader may exclude the right of withdrawal for certain products, as detailed in sections 2 and 3, provided this is clearly stated before the contract is concluded.

Exclusion is only possible for products:

  • Made to the consumer’s specifications

  • Clearly personal in nature

  • That cannot be returned due to their nature

  • That spoil or age quickly

  • Whose price is subject to financial market fluctuations beyond the trader’s control

  • Single newspapers or magazines

  • Sealed audio/video recordings or software once unsealed

  • Hygiene products once unsealed

Article 9 – Price

During the offer’s validity, prices will not increase unless due to VAT changes.

Prices subject to financial market fluctuations beyond the trader’s control may vary. This is stated in the offer.

Price increases within 3 months of the contract are only allowed by law.

Price increases after 3 months are allowed if:

  • Stipulated in the contract

  • The consumer can cancel from the effective date

All prices are subject to printing and typographical errors. No liability is accepted for such errors.

Article 10 – Conformity and Warranty

The trader ensures that products/services conform to the contract, specs, legal provisions, and standards.

An additional guarantee from the trader, manufacturer, or importer does not affect consumer legal rights.

Defects must be reported within 30 days. Returns must be in original packaging and unused condition.

Warranty duration matches the manufacturer’s warranty.

Warranty is void if:

  • The consumer repairs/modifies the product

  • The product is misused or handled contrary to instructions

  • Defects arise due to government regulations or material standards

Article 11 – Delivery and Execution

The trader will handle orders with care.

Accepted orders are fulfilled within 30 days unless otherwise agreed. Delays are communicated within this period.

If delivery is delayed or not possible, the consumer may cancel and request compensation.

Upon cancellation, payments will be refunded within 30 days.

If a product is unavailable, the trader will offer a suitable alternative. This will be clearly indicated at delivery.

Consumers can withdraw from substitute product deliveries. Return shipping costs are the trader’s responsibility.

Risk of damage/loss passes to the consumer upon delivery.

Article 12 – Ongoing Transactions: Duration, Termination, and Renewal

Termination

The consumer may terminate an agreement entered into for an indefinite period, which involves the regular delivery of products (including electricity) or services, at any time, subject to agreed termination rules and a notice period of no more than one month.

The consumer may terminate a fixed-term agreement, which involves the regular delivery of products (including electricity) or services, at any time at the end of the fixed term, subject to agreed termination rules and a notice period of no more than one month.

In the above-mentioned cases, the consumer shall always have the right to:

  • Cancel at any time and not be restricted to termination at a specific time or during a specific period;

  • Cancel using the same method as that used to enter into the agreement;

  • Cancel using a notice period equal to that which the trader has stipulated for themselves.

Renewal

A fixed-term agreement for the regular supply of products (including electricity) or services may not be automatically extended or renewed for a fixed term.

By way of exception, a fixed-term agreement for the regular delivery of daily, news, and weekly newspapers or magazines may be automatically extended for a period of up to three months, provided that the consumer can cancel this renewed agreement at the end of the renewal period with a notice period of no more than one month.

A fixed-term agreement for the regular delivery of products or services may only be automatically extended for an indefinite period if the consumer can cancel at any time with a notice period of no more than one month (or no more than three months in case of less than monthly deliveries of newspapers or magazines).

An agreement with a limited duration for the regular trial delivery of newspapers or magazines (trial or introductory subscription) shall not be automatically renewed and ends automatically after the trial period.

Duration

If an agreement has a duration of more than one year, the consumer may cancel 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 term.

Article 13 – Payment

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

In the case of a service contract, this period starts after the consumer has received confirmation of the agreement.

The consumer is obligated to promptly report any inaccuracies in provided or stated payment information to the trader.

In the event of non-payment by the consumer, and subject to legal limitations, the trader is entitled to charge reasonable costs previously communicated to the consumer.

Article 14 – Complaints Procedure

Complaints about the performance of the contract must be submitted to the trader within seven days after the consumer has discovered the defects. The complaint must be described clearly and in full.

Complaints submitted to the trader will be answered within 14 days from the date of receipt. If a complaint requires a longer processing time, the trader will send an acknowledgment of receipt within 14 days, along with an indication of when the consumer can expect a more detailed response.

If the complaint cannot be resolved through mutual consultation, a dispute arises that is subject to the dispute resolution procedure.

A complaint does not suspend the trader’s obligations unless the trader confirms otherwise in writing.

If a complaint is found to be valid by the trader, the trader will, at their discretion, either replace or repair the delivered products free of charge.

Article 15 – Disputes

All agreements between the trader and the consumer to which these general terms and conditions apply are exclusively governed by Dutch law.

This also applies if the consumer resides outside of the Netherlands.