General Terms and Conditions

Reflection period : the period within which the consumer can make use of his 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;  

Duration transaction : a distance contract relating to a series of products and/or services, the supply and/or purchase obligation of which is spread over time;  

Durable medium : any instrument which enables the consumer or the entrepreneur to store information addressed personally to him in a way accessible for future consultation and unaltered reproduction of the stored information.  

Right of withdrawal : the option for the consumer to cancel the distance contract within the cooling-off period;  

Model form : the model withdrawal form made available by the trader that a consumer can fill in when he wants to exercise his right of withdrawal.  

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

Distance contract : an agreement concluded between the consumer within the framework of a system organised by the entrepreneur for the distance sale of products and/or services, whereby up to and including the moment the agreement is concluded exclusive use is made of one or more techniques for distance communication;  

Distance communication technology : means that can be used to conclude an agreement without the consumer and the entrepreneur being in the same place at the same time.  

General Terms and Conditions : these General Terms and Conditions of the entrepreneur.  

These general terms and conditions apply to every offer made by the entrepreneur and to every distance contract and orders 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, the consumer will be informed before the distance contract is concluded that the general terms and conditions are available for inspection at the company and will be sent to the consumer free of charge as soon as possible upon request.  

If the distance contract is concluded electronically, notwithstanding the previous paragraph, and before the distance contract is concluded, the text of these general terms and conditions may be made available to the consumer electronically in such a way that the consumer can easily store them on a durable data carrier. If this is not reasonably possible, before the distance contract is concluded, the consumer will be informed where the general terms and conditions can be consulted electronically and that they will be sent free of charge to the consumer electronically or otherwise at the consumer's request.  

In the event that specific product or service conditions apply in addition to these general terms and conditions , the second and third paragraphs apply accordingly and, in the event of conflicting general terms and conditions, the consumer can always rely on the applicable provision that is most favourable to him.  

If one or more provisions in these general terms and conditions are at any time wholly or partially null and void or are annulled, the agreement and these terms and conditions will otherwise remain in force and the provision in question will be replaced without delay by mutual agreement with a provision that approximates the purport of the original as closely as possible.  

Situations not covered by these terms and conditions must be assessed 'in the spirit' of these terms and conditions.  

Any ambiguities regarding the interpretation or content of one or more provisions of our terms and conditions should be interpreted 'in the spirit' of these terms and conditions.  

If an offer has a limited period of validity or is made 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 products and/or services offered. The description is sufficiently detailed to enable the consumer to properly assess the offer. If the entrepreneur uses images, these must be a true representation of the products and/or services offered. Obvious mistakes or errors in the offer are not binding on the entrepreneur.  

All images, specifications, and data in this offer are indicative and cannot give rise to compensation or termination of the agreement.  

Product images are a true representation of the products offered. The company cannot guarantee that the displayed colors exactly match the actual colors of the products.  

Each offer contains such information that it is clear to the consumer what rights and obligations are attached to accepting the offer. This concerns in particular 
special:  

Subject to the provisions of paragraph 4, the agreement is concluded at the moment the consumer accepts the offer and meets the conditions set therein.  

If the consumer has accepted the offer electronically, the entrepreneur will immediately confirm receipt of acceptance of the offer electronically. As long as the entrepreneur has not confirmed receipt of this acceptance, the consumer may terminate the agreement.  

If the agreement is concluded electronically, the entrepreneur will take appropriate technical and organizational measures to secure the electronic transfer of data and ensure a secure web environment. If the consumer can pay electronically, the entrepreneur will implement appropriate security measures.  

The entrepreneur may, within legal frameworks, investigate whether the consumer can meet their payment obligations, as well as all the facts and factors relevant to responsibly entering into the distance contract. If, based on this investigation, the entrepreneur has good reason not to enter into the contract, they are entitled to refuse an order or request with reasons or to impose special conditions on its execution.  

The entrepreneur will send the following information to the consumer with the product or service, in writing or in such a way that the consumer can store it in an accessible manner on a durable data carrier:  

the visiting address of the entrepreneur's establishment where the consumer can go with complaints;  

the conditions under which and the manner in which the consumer can exercise the right of withdrawal, or a clear statement regarding the exclusion of the right of withdrawal;  

the information about warranties and existing after-sales service;  

the information included in Article 4, paragraph 3 of these terms and conditions, unless the entrepreneur has already provided this information to the consumer prior to the execution of the agreement;  

the requirements for terminating the agreement if the agreement has a duration of more than one year or is of indefinite duration.  

In the case of a long-term transaction, the provision in the previous paragraph only applies to the first delivery.  

Each agreement is entered into under the condition precedent of sufficient availability of the relevant products.  

When purchasing products, consumers have the right to cancel the agreement without giving reasons within 14 days. This cooling-off period begins on the day after the consumer, or a representative designated in advance by the consumer and announced to the company, receives the product.  

During the cooling-off period, the consumer will handle the product and its packaging with care. They will only unpack or use the product to the extent necessary to assess whether they wish to keep it. If they exercise their right of withdrawal, they will return the product with all accessories supplied and – if reasonably possible – in its original condition and packaging to the entrepreneur, in accordance with the reasonable and clear instructions provided by the entrepreneur.  

If the consumer wishes to exercise their right of withdrawal, they are required to notify the entrepreneur within 14 days of receiving the product. The consumer must do so using the standard form. After the consumer has indicated their intention to exercise their right of withdrawal, they must return the product within 14 days. The consumer must prove that the delivered goods were returned on time, for example, by providing proof of shipment.  

If the customer has not indicated that they wish to exercise their right of withdrawal after the periods mentioned in paragraphs 2 and 3 have expired, or has not returned the product to the entrepreneur, the purchase is final.  

When providing services, the consumer has the option to cancel the contract without giving any reason for at least 14 days, starting on the day the contract is concluded.  

In order to exercise his right of withdrawal, the consumer will follow the reasonable and clear instructions provided by the entrepreneur with the offer and/or at the latest upon delivery.  

If the consumer exercises his right of withdrawal, he will be responsible for at most the costs of return.  

If the consumer has paid an amount, the entrepreneur will refund this amount as soon as possible, but no later than 14 days after cancellation. This is subject to the condition that the product has already been received by the online retailer or conclusive proof of complete return can be provided. Refunds will be made via the same payment method used by the consumer, unless the consumer explicitly consents to a different payment method.  

In the event of damage to the product due to careless handling by the consumer, the consumer is liable for any decrease in value of the product.  

The consumer cannot be held liable for any diminished value of the product if the entrepreneur has not provided all legally required information about the right of withdrawal, which must be provided before concluding the purchase agreement.  

The entrepreneur can exclude the consumer's right of withdrawal for products as described in paragraphs 2 and 3. The exclusion of the right of withdrawal only applies if the entrepreneur has clearly stated this in the offer, at least in good time before the conclusion of the agreement.  

Exclusion of the right of withdrawal is only possible for products:  

which have been created by the entrepreneur in accordance with the consumer's specifications;  

that are clearly personal in nature;  

which by their nature cannot be returned;  

that can spoil or become outdated quickly;  

the price of which is subject to fluctuations in the financial market over which the entrepreneur has no influence;  

for individual newspapers and magazines;  

for audio and video recordings and computer software of which the consumer has broken the seal.  

for hygiene products where the consumer has broken the seal.  

Exclusion of the right of withdrawal is only possible for services:  

concerning accommodation, transport, restaurant business or leisure activities to be performed on a specific date or during a specific period;  

the supply of which has begun with the express consent of the consumer before the cooling-off period has expired;  

concerning betting and lotteries.  

During the validity period stated in the offer, the prices of the products and/or services offered will not be increased, except for price changes due to changes in VAT rates.  

Notwithstanding the previous paragraph, the entrepreneur may offer products or services with variable prices, the prices of which are subject to fluctuations in the financial market over which the entrepreneur has no control. This subjection to fluctuations and the fact that any stated prices are target prices will be stated in the offer.  

Price increases within 3 months after the conclusion of the agreement are only permitted if they are the result of statutory regulations or provisions.  

Price increases from 3 months after the conclusion of the agreement are only permitted if the entrepreneur has stipulated this and:  

these are the result of statutory regulations or provisions; or  

the consumer has the authority to cancel the agreement with effect from the day on which the price increase takes effect.  

The prices stated in the offer of products or services include VAT.  

All prices are subject to printing and typographical errors. We accept no liability for the consequences of printing and typographical errors. In the event of printing or typographical errors, the entrepreneur is not obligated to deliver the product at the incorrect price.  

The entrepreneur guarantees that the products and/or services comply with the agreement, the specifications stated in the offer, the reasonable requirements of soundness and/or usability, and the legal provisions and/or government regulations in force on the date the agreement is concluded. If agreed, the entrepreneur also guarantees that the product is suitable for other than normal use.  

A guarantee provided by the entrepreneur, manufacturer or importer does not affect the statutory rights and claims that the consumer can assert against the entrepreneur under the agreement.  

Any defects or incorrectly delivered products must be reported to the entrepreneur in writing within four weeks of delivery. Products must be returned in their original packaging and in new condition.  

The entrepreneur's warranty period corresponds to the manufacturer's warranty period. However, the entrepreneur is never responsible for the ultimate suitability of the products for each individual application by the consumer, nor for any advice regarding the use or application of the products.  

The warranty does not apply if :  

The entrepreneur will exercise the utmost care when receiving and executing orders for products and when assessing applications for the provision of services.  

The place of delivery is the address that the consumer has provided to the company.  

Subject to the provisions of paragraph 4 of this article, the company will fulfill accepted orders expeditiously, but no later than within 30 days, unless the consumer has agreed to a longer delivery period. If delivery is delayed, or if an order cannot be fulfilled or can only be partially fulfilled, the consumer will be notified of this no later than 30 days after placing the order. In that case, the consumer has the right to terminate the agreement free of charge. The consumer is not entitled to compensation.  

All delivery times are indicative. Consumers cannot derive any rights from any stated delivery times. Exceeding a delivery time does not entitle the consumer to compensation.  

In the event of dissolution in accordance with paragraph 3 of this article, the entrepreneur will refund the amount paid by the consumer as soon as possible, but no later than 14 days after dissolution.  

If delivery of an ordered product proves impossible, the entrepreneur will endeavor to provide a replacement item. The fact that a replacement item is being delivered will be clearly and comprehensibly communicated at the time of delivery. The right of withdrawal cannot be excluded for replacement items. The costs of any return shipping are borne by the entrepreneur.  

The risk of damage and/or loss of products rests with the entrepreneur until the moment of delivery to the consumer or a previously designated representative made known to the entrepreneur , unless expressly agreed otherwise.  

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

The consumer may terminate an agreement concluded for a definite period and which extends to the regular delivery of products (including electricity) or services at any time towards the end of the fixed term, taking into account the agreed termination rules and a notice period of no more than one month.  

The consumer may, in the agreements referred to in the previous paragraphs:  

An agreement entered into for a fixed period and which provides for the regular delivery of products (including electricity) or services may not be tacitly extended or renewed for a fixed period.  

By way of exception to the previous paragraph, an agreement concluded for a fixed period and aimed at the regular delivery of daily newspapers, weekly newspapers and magazines may be tacitly extended for a fixed period of up to three months, if the consumer can cancel this extended agreement at the end of the extension period with a notice period of up to one month.  

An agreement entered into for a fixed period and which provides for the regular delivery of products or services may only be tacitly extended for an indefinite period if the consumer may cancel at any time with a notice period of no more than one month and a notice period of no more than three months in the event the agreement provides for the regular, but less than monthly, delivery of daily newspapers, news and weekly newspapers and magazines.  

A limited-term agreement for the regular delivery of daily newspapers, news and weekly newspapers and magazines for trial purposes (trial or introductory subscription) will not be automatically renewed and will end automatically after the trial or introductory period.  

If an agreement has a duration of more than one year, the consumer may terminate the agreement at any time after one year with a notice period of no more than one month, unless reasonableness and fairness oppose termination before the end of the agreed duration.  

Unless otherwise agreed, amounts owed by the consumer must be paid within 7 working days after the start of the cooling-off period as referred to in Article 6 paragraph 1. In the case of an agreement to provide a service, this period commences after the consumer has received confirmation of the agreement.  

The consumer has the duty to report any inaccuracies in payment details provided or stated to the entrepreneur without delay.  

In the event of non-payment by the consumer, the entrepreneur has the right, subject to legal restrictions, to charge the consumer reasonable costs made known in advance.  

The entrepreneur has a sufficiently publicised complaints procedure and handles the complaint in accordance with this complaints procedure.  

Complaints about the performance of the agreement must be submitted to the entrepreneur fully and clearly described within 7 days after the consumer has discovered the defects.  

Complaints submitted to the entrepreneur will be answered within 14 days from the date of receipt. If a complaint requires a foreseeably longer processing time, the entrepreneur will respond within 14 days with a confirmation 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.  

If a complaint is found to be justified by the entrepreneur, the entrepreneur will, at its discretion, either replace or repair the delivered products free of charge.  

Agreements between the entrepreneur and the consumer to which these terms and conditions apply are governed exclusively by Dutch law, even if the consumer resides abroad.  

The Vienna Sales Convention does not apply.