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 may exercise their right of withdrawal.
Consumer: the natural person not acting in the exercise of a profession or business and entering into a distance contract with the trader.
Day: calendar day.
Long-term transaction: a distance contract relating to a series of products and/or services, where the delivery and/or purchase obligation is spread over time.
Durable data carrier: any means that enables the consumer or trader 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 possibility 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 an organized system for distance selling of products and/or services by the trader, using exclusively one or more means of distance communication up to and including the moment the contract is concluded.
Means of distance communication: a method that can be used to conclude a contract without the consumer and trader being physically present in the same space 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 a cooling-off period of 30 days without giving any reason. During this period, the consumer must handle the product and packaging with care.
If the consumer exercises their right of withdrawal, they must return the product with all delivered accessories and, if reasonably possible, in its original condition, in accordance with reasonable instructions from the trader.

Article 3 – Applicability

These general terms and conditions apply to every offer made by the trader and to every distance contract and order between trader and 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 indicated before the contract is concluded where the terms can be inspected and that they will be sent free of charge upon request.

If the contract is concluded electronically, the terms may be made available electronically in such a way that they can be easily stored on a durable data carrier. If this is not possible, it will be indicated 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 most favorable to them in case of conflicting terms.

If one or more provisions are void or annulled, the remaining provisions remain in force and the void provision will be replaced by one that closely matches the original intent.

Situations not covered shall be assessed in the spirit of these terms and conditions.

Article 4 – The offer

If an offer has a limited validity period or is subject to conditions, this will be explicitly stated. The offer is non-binding and may be changed.
The offer contains a complete and accurate description of the products and/or services. Images are a true representation. Obvious mistakes do not bind the trader.

The offer includes clear information about:

shipping costs
how the contract is concluded
whether the right of withdrawal applies
payment, delivery, and performance methods
acceptance period or price guarantee period
distance communication costs (if applicable)
whether the contract is archived and how it can be accessed
how the consumer can check and correct data
available languages
applicable codes of conduct
minimum duration of long-term contracts
optional: sizes, colors, materials

Article 5 – The agreement

The agreement is concluded once the consumer accepts the offer and meets the conditions.
Electronic acceptance is confirmed immediately. Until confirmed, the consumer may dissolve the contract.

The trader ensures secure electronic transmission and may assess the consumer’s ability to meet payment obligations. Orders may be refused or subject to conditions.

The trader provides the consumer with relevant information including complaint address, withdrawal rights, warranty, and contract termination conditions.

Article 6 – Right of withdrawal

Consumers may withdraw within 30 days of receiving the product.
During this period, they must handle the product carefully and only unpack/use it to assess whether they wish to keep it.
If withdrawing, the product must be returned in original condition and packaging where possible.
Withdrawal must be communicated within 30 days via written notice or email.
Return must occur within 30 days after notification, with proof of shipment required.
If not returned or not communicated in time, the purchase is final.

Article 7 – Costs in case of withdrawal

Return costs are borne by the consumer.
Refunds are issued within 30 days of withdrawal, provided the product has been received or proof of return is provided.

Article 8 – Exclusion of the right of withdrawal

The trader may exclude withdrawal for certain products, including:

custom-made items
personal items
perishable goods
items affected by financial market fluctuations
newspapers and magazines
sealed media/software once unsealed
sealed hygiene products once unsealed

Article 9 – Price

Prices will not be increased during validity periods except for VAT changes.
Variable pricing may apply for market-dependent products.
Price increases within 3 months are only allowed due to legal regulations.
After 3 months, price increases are allowed if the consumer may terminate the contract.
Errors in pricing are not binding.

Article 10 – Conformity and warranty

Products must match the contract, specifications, legal requirements, and reasonable expectations.
Legal rights remain unaffected by any commercial warranty.
Defects must be reported within 30 days.
Warranty equals manufacturer warranty but excludes improper use or unauthorized modifications.

Article 11 – Delivery and execution

Orders are processed with care and delivered within 30 days unless otherwise agreed.
Delays entitle the consumer to cancellation and possible compensation.
Refunds are issued within 30 days of cancellation.
Substitute products may be provided if necessary.
Risk transfers upon delivery.

Article 12 – Long-term contracts

Consumers may cancel indefinite or recurring contracts at any time with up to one month’s notice.
Fixed-term contracts may be cancelled at the end of the term.
Such contracts may not be automatically renewed except under specified conditions.

Contracts over one year may be cancelled after one year with one month’s notice unless unreasonable.

Article 13 – Payment

Payments must be made within 7 working days after the cooling-off period begins.
Consumers must report incorrect payment details.
Late payments may incur reasonable costs.

Article 14 – Complaints procedure

Complaints must be submitted within 7 days.
Responses are provided within 14 days.
If longer processing is needed, an acknowledgment and timeframe will be given.
Unresolved complaints become disputes.
Complaints do not suspend obligations unless stated.
Valid complaints will be resolved by replacement or repair.

Article 15 – Disputes

All agreements are governed exclusively by Dutch law, even if the consumer resides abroad.