General terms and conditions of business

Article 1 - Definitions

In these terms, the following terms mean:

  • Right of Withdrawal: The period within which the consumer can exercise their right to return goods.
  • Consumer: A person who does not operate a business and enters into a distance contract with the seller.
  • Day: A calendar day.
  • Long-term Transaction: A distance contract concerning the continuous delivery of goods/services.
  • Durable Medium: A medium that allows for future use and unchanged reproduction of information.
  • Right of Withdrawal: The consumer's right to cancel a distance contract within the reflection period.
  • Entrepreneur: A natural/legal person offering goods/services in distance selling to consumers.
  • Distance Contract: A contract in which communication technology is used without the customer and seller being in the same place.
  • Distance Communication Technology: A means of entering into a contract without the customer and seller being present simultaneously.
  • Terms and Conditions: The standard terms of the seller.

Article 2 - Identity of the Seller

Article 3 - Applicability

The Terms and Conditions apply to every offer by the seller and every distance contract concluded between the seller and the customer. Before the distance contract is concluded, the customer will be provided with the Terms and Conditions.

Article 4 - The Offer

If an offer has a limited validity period or is subject to conditions, this will be clearly stated. The offer contains a complete and accurate description of the goods and/or services offered. Obvious errors in the offer are not binding on the seller. Images, specifications, and information in the offer are for illustration purposes and are not the basis for claims or contract cancellations.

Article 5 - The Contract

The contract is concluded when the customer accepts the offer and fulfills the conditions set. Upon electronic acceptance, the seller immediately confirms receipt of the acceptance electronically. Until this confirmation occurs, the customer may cancel the contract. The seller takes reasonable steps to secure the electronic data transmission.

Article 6 - Right of Withdrawal

For product purchases, the customer has the right to cancel the contract within 30 days without providing a reason. The period begins the day after the customer receives the product. During this period, the customer must handle the product and packaging with care, and only unpack or use it to the extent necessary to assess whether they want to keep the product. The customer must inform the seller in writing or by email within 30 days of receiving the product about their intention to exercise the right of withdrawal. After this notification, the customer has another 30 days to return the product, with proof of timely dispatch. If the notification or return is not made within the specified periods, the purchase is considered final.

Article 7 - Cancellation Costs

If the right of withdrawal is exercised, the consumer bears the return shipping costs. The seller will refund the amount paid by the consumer within 5 days after receiving the return, provided the product is fully returned or sufficient evidence of complete return is provided.

Article 8 - Exclusion of the Right of Withdrawal

For certain products, the seller may exclude the right of withdrawal, provided this is clearly stated in the offer and before the contract is concluded. This applies particularly to custom-made products, personal items, non-returnable or perishable goods, products with price fluctuations in the financial market, opened audio and video recordings, software, and hygiene products whose seal has been broken. Exceptions also apply to services with specific timeframes or those that began with the consumer's consent before the withdrawal period ended, as well as for betting and lotteries.

Article 9 - Prices

During the validity period of the offer, prices for products and services will not be increased, unless due to changes in VAT rates. Price increases within 3 months after the contract is concluded are only allowed if legally required. After 3 months, price increases are only allowed if the consumer agrees or has the right to cancel the contract. Deliveries outside the EU may be subject to customs or administrative fees by the postal or courier service. Printing errors are reserved, and the seller is not obliged to deliver products at an incorrect price.

Article 10 - Conformity and Warranty

The seller guarantees that products and services comply with the contract, the specifications listed in the offer, and the usual standards of quality and usability, including applicable legal provisions. Defects must be reported in writing within 30 days after delivery. The warranty period corresponds to the manufacturer's warranty, and the seller is not liable for the suitability of the products for specific applications or purposes. The warranty does not apply in case of self-repair, improper use, incorrect storage, or failure to follow instructions.

Article 11 - Delivery and Performance

In accepting and performing product orders, the seller will exercise the utmost care. Delivery will be made within 30 days unless otherwise agreed. Delays or incomplete deliveries will be communicated to the consumer within 30 days after the order. In case of delays or incomplete deliveries, the consumer has the right to cancel the contract free of charge and possibly claim compensation. Upon cancellation, the amount paid by the consumer will be refunded within 5 days. If the delivery of an ordered product is impossible, the seller will attempt to offer a substitute product, clearly marked at delivery. The right of withdrawal is not excluded for substitute products, and return shipping costs will be borne by the seller. The risk of damage or loss of products lies with the seller until delivery to the consumer or an appointed representative, unless otherwise agreed.

Article 12 - Long-term Transactions: Duration, Cancellation, and Extension

Cancellation: An indefinite contract for the regular delivery of goods (including electricity) or services can be terminated by the consumer at any time, subject to the agreed cancellation rules and a notice period of no more than one month. A fixed-term contract for the regular delivery of goods or services can be terminated by the consumer at the end of the agreed term, subject to the agreed cancellation rules and a notice period of no more than one month. In both cases, the consumer can cancel at any time under the same conditions set by the seller.

Extension: A fixed-term contract for the regular delivery of goods or services will not be automatically extended or renewed for a specific period. An exception applies to a contract for the regular delivery of daily, news, and weekly newspapers or magazines, which can be extended for up to three months, unless the consumer cancels within one month before the end. A contract for the regular delivery of daily, news, and weekly newspapers or magazines within a promotional subscription will automatically end at the end of the promotional period.

Duration: For contracts longer than one year, the consumer can cancel the contract at any time after one year with a notice period of no more than one month, provided it is reasonable and fair.

Article 13 - Payment

Unless otherwise agreed, payments by the consumer are due within 7 working days after the beginning of the withdrawal period as per Article 6(1). For services, this period starts once the consumer receives the contract confirmation. In case of incorrect payment details, the consumer is obligated to notify the seller immediately. In case of payment delay, the seller is entitled, subject to legal restrictions, to charge the consumer the agreed costs.

Article 14 - Complaints Procedure

If the consumer has complaints about contract fulfillment, they must report these within 30 days of discovering the defects. The seller will respond to the complaint within 30 days. If more time is needed, the consumer will receive an acknowledgment of receipt with an estimated resolution date. Unresolved complaints will lead to a dispute resolution process. In case of justified complaints, the seller will either deliver a replacement or perform repairs at no cost.

Article 15 - Disputes

For contracts between the entrepreneur and the consumer, only Dutch law applies, regardless of the consumer's residence.