General Conditions

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 exercise their right of withdrawal;

  • Consumer: the natural person who does not act in the exercise of a profession or business 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, 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 that is personally addressed 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;

  • Entrepreneur: the natural or legal person who offers products and/or services to consumers remotely;

  • Distance contract: an agreement concluded within the framework of a system organized by the entrepreneur for the remote sale of products and/or services, using exclusively one or more techniques for remote communication until the conclusion of the agreement;

  • Remote communication technique: a means that can be used to conclude an agreement without the consumer and the entrepreneur meeting simultaneously in the same space;

  • 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 contract within a 14-day cooling-off period without providing any reason. During the cooling-off period, the consumer will handle the product and packaging with care. If the consumer exercises their right of withdrawal, they must return the product with all accessories and, if possible, in its original condition, following reasonable instructions from the entrepreneur.

Article 3 - Applicability
These general terms and conditions apply to every offer from the entrepreneur and to every distance contract concluded between the entrepreneur and the 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, it will be indicated before the distance contract is concluded where the general terms and conditions can be viewed and that they will be sent free of charge at the consumer's request. If the distance contract is concluded electronically, the text of these general terms and conditions may be provided electronically in such a way that the consumer can easily store them on a durable data carrier. If this is not reasonably possible, it will be indicated where the general terms and conditions can be accessed electronically and that they will be sent electronically or otherwise free of charge upon request.

Article 4 - The Offer
If an offer has a limited validity period or is subject to conditions, this will be explicitly stated in the offer. The offer is non-binding. The entrepreneur is entitled to modify and adjust the offer. The offer contains a complete and accurate description of the offered products and/or services. The description is sufficiently detailed to allow a proper assessment of the offer by the consumer. If the entrepreneur uses images, they are a truthful representation of the offered products and/or services. Obvious mistakes or errors in the offer do not bind the entrepreneur.

Article 5 - The Agreement
The agreement is concluded at the moment the consumer accepts the offer and meets the stipulated conditions. If the consumer accepts the offer electronically, the entrepreneur will immediately confirm receipt of the acceptance electronically. As long as the receipt of this acceptance has not been confirmed by the entrepreneur, the consumer may dissolve the agreement.

Article 6 - Right of Withdrawal (Products)
When purchasing products, the consumer has the right to dissolve the agreement within 14 days without providing any reason. This cooling-off period starts on the day the consumer or a designated representative receives the product. If the consumer wishes to exercise their right of withdrawal, they must notify the entrepreneur within 14 days via written communication/email and return the product within 14 days thereafter.

Article 7 - Costs in Case of Withdrawal
If the consumer exercises their right of withdrawal, they will bear the return shipping costs. If the consumer has already made a payment, the entrepreneur will refund the amount as soon as possible, but no later than 14 days after withdrawal, provided the product has been returned or conclusive proof of return has been provided.

Article 8 - Exclusion of the Right of Withdrawal
The entrepreneur may exclude the right of withdrawal for specific products and services, provided this is clearly stated before the agreement is concluded. Exclusion applies to:

  • Custom-made products based on consumer specifications;

  • Personal items;

  • Products that cannot be returned due to their nature;

  • Perishable or quickly expiring goods;

  • Items subject to financial market fluctuations beyond the entrepreneur’s control;

  • Newspapers and magazines;

  • Sealed audio/video recordings and software once unsealed by the consumer;

  • Hygiene-related products once unsealed by the consumer.

Article 9 - Pricing
During the validity period stated in the offer, product and service prices will not increase, except for changes in VAT rates. Price increases within three months of the agreement are only allowed if due to legal regulations. Price increases after three months are permitted only if specified and the consumer has the right to terminate the agreement.

Article 10 - Conformity and Warranty
The entrepreneur guarantees that the products/services conform to the agreement and relevant regulations. If a defect or wrong product is delivered, the consumer must notify the entrepreneur in writing within 14 days. The return must be in its original packaging and in new condition. The warranty does not cover improper use, modifications, or external damage.

Article 11 - Delivery and Execution
The entrepreneur will take the utmost care in fulfilling orders. Unless agreed otherwise, delivery will take place within 30 days. If delivery is delayed or cannot be fulfilled, the consumer will be informed within 30 days and has the right to cancel the contract without cost. The entrepreneur will refund any payments within 14 days of cancellation.

Article 12 – Duration Transactions: Termination and Extension

Termination
The consumer may terminate an agreement concluded for an indefinite period, which involves the regular delivery of products (including electricity), at any time, in accordance with the agreed termination rules and a notice period of at most one month.
The consumer may terminate an agreement concluded for a fixed term, which involves the regular delivery of products (including electricity), at any time, at the end of the fixed duration, in accordance with the agreed termination rules and a notice period of at most one month.
The consumer may terminate the agreements mentioned in the previous sections at any time and is not limited to termination at a specific time or during a specific period; at least in the same manner as the agreement was concluded by the consumer; always with the same notice period as the entrepreneur has agreed for themselves.

Extension
An agreement concluded for a fixed term, which involves the regular delivery of products (including electricity) or services, may not be automatically extended or renewed for a fixed duration.
By way of exception to the previous section, an agreement concluded for a fixed term, which involves the regular delivery of daily, news, weekly newspapers, and magazines, may be automatically extended for a fixed term of up to three months, provided the consumer can terminate this extended agreement at the end of the extension with a notice period of at most one month.
An agreement concluded for a fixed term, which involves the regular delivery of products or services, may only be automatically extended for an indefinite period if the consumer can terminate at any time with a notice period of at most one month, and a notice period of at most three months in the case of an agreement involving the regular, but less than once a month, delivery of daily, news, weekly newspapers, and magazines.
An agreement with a limited duration for the regular introductory delivery of daily, news, and weekly newspapers and magazines (trial or introductory subscription) will not be automatically continued and will automatically terminate after the purchase of the trial or introductory period.

Duration
If an agreement has a duration of more than one year, the consumer may terminate the agreement at any time with a notice period of at most one month after one year, unless reasonableness and fairness prevent termination before the end of the agreed duration.

Article 13 – Payment
Unless otherwise agreed, the amounts owed by the consumer must be paid within 7 days after the start of the reflection period as referred to in Article 6, paragraph 1. In the case of an agreement to provide a service, this period begins after the consumer has received confirmation of the agreement.
The consumer has the obligation to immediately report any inaccuracies in the provided or listed payment details to the entrepreneur.
In case of non-payment by the consumer, the entrepreneur, subject to legal restrictions, has the right to charge the reasonable costs that were made known to the consumer in advance.

Article 14 – Complaints Procedure
Complaints about the execution of the agreement must be submitted to the entrepreneur within 7 days, fully and clearly described, after the consumer has detected the defects.
Complaints submitted to the entrepreneur will be answered within a period of 14 days from the date of receipt. If a complaint requires a foreseeably longer processing time, the entrepreneur will respond within the 14-day period with an acknowledgment of receipt and an indication of when the consumer can expect a more detailed response.
If the complaint cannot be resolved by mutual agreement, a dispute arises that is subject to the dispute resolution procedure.
A complaint does not suspend the entrepreneur’s obligations unless the entrepreneur has explicitly indicated otherwise in writing.
If the complaint is found to be justified by the entrepreneur, the entrepreneur will, at their choice, either replace or repair the delivered products free of charge.

Article 15 – Disputes
The agreements 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.

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