General terms and conditions

Article 1 - Definitions
The following definitions apply in these general terms and conditions:
‘Withdrawal period’: the time during which the consumer can make use of the right of withdrawal.
Consumer: the natural person not acting in the exercise of a profession or business who has entered into a distance agreement with the trader.
‘Day’: a calendar day.
Fixed-term contract: a distance contract concerning a series of products and/or services where the duty of supply and/or purchase extends over a period of time.
Durable medium: any device that enables the consumer or trader to store information addressed personally to them in a way that allows future consultation and unchanged reproduction of that information.
Right of withdrawal: the option for the consumer to cancel the distance agreement within the withdrawal period.
Trader: the natural or legal person who, at a distance, offers products and/or services to consumers.
Distance contract: an agreement concluded within the framework of a system organized by the trader for distance selling of products and/or services, whereby exclusive use is made of one or more means of distance communication.
‘Means of distance communication’: any method that can be used to conclude a contract without the consumer and the trader having to be present together in the same location at the same time.
General terms and conditions: these general terms and conditions of the trader.

Article 2 - Identity of the trader

Article 3 - Applicability
These general terms and conditions apply to every offer from the trader and to every distance contract and order concluded between trader and consumer.
Before the distance agreement is finalized, the consumer will be provided with the text of these terms and conditions. If this is not reasonably possible, the trader will indicate, prior to concluding the agreement, where the terms can be inspected and that they will be supplied free of charge to the consumer upon request.
If the distance contract is established electronically, then, notwithstanding the previous paragraph, the text of these terms will be made available electronically to the consumer in such a way that it can easily be saved on a durable medium before the contract is concluded. If this is not reasonably possible, it will be stated where the terms may be consulted electronically and that they will be sent to the consumer free of charge, electronically or otherwise, upon request.
If specific product or service conditions also apply in addition to these general conditions, the second and third paragraphs apply by analogy, and in case of conflicting conditions, the consumer may always rely on the provision that is most favorable to them.
If at any point one or more provisions of these terms are wholly or partially invalid, the remainder of the agreement and terms shall remain in force, and the relevant provision shall be replaced promptly by mutual agreement with a provision that comes as close as possible to the original intent.
Situations not covered by these terms will be assessed “in the spirit” of these general terms and conditions.
Any ambiguity regarding the interpretation or content of one or more provisions will also be interpreted “in the spirit” of these general terms and conditions.

Article 4 - The Offer
If an offer has a limited validity or is subject to conditions, this will be expressly stated in the offer.
The offer may be changed. The trader has the right to alter and adjust the offer.
The offer includes a complete and accurate description of the products and/or services offered. The description is detailed enough to enable the consumer to properly assess the offer. If the trader uses images, these are a truthful representation of the products and/or services. Obvious mistakes or errors in the offer do not bind the trader.
All images, specifications, and information within the offer are indicative and cannot serve as grounds for compensation or dissolution of the agreement.
The product images represent the products offered as closely as possible. The trader cannot guarantee that the colors displayed will precisely match the actual product colors.
Each offer contains sufficient information to make clear to the consumer what rights and obligations are attached to acceptance of the offer. This includes in particular:
– the price including taxes;
– possible shipping costs;
– the manner in which the contract will be concluded and the necessary steps for this;
– whether the right of withdrawal applies or not;
– the method of payment, delivery, and performance of the agreement;
– the period of acceptance of the offer or the period during which the trader guarantees the price;
– the rate of distance communication if it is calculated on a basis other than the regular basic rate;
– whether the contract will be archived after conclusion and, if so, how it can be accessed by the consumer;
– the way in which the consumer can check and, if necessary, correct the data provided before the conclusion of the agreement;
– the languages in which, besides Dutch, the agreement may be concluded;
– the codes of conduct to which the trader is subject and the way the consumer can view them electronically;
– the minimum duration of the distance agreement if it is a continuing performance contract.
Optional: available sizes, colors, material type.

Article 5 - The Agreement
The agreement is concluded, subject to the provisions of paragraph 4, at the moment the consumer accepts the offer and the corresponding conditions are met.
If the consumer has accepted the offer electronically, the trader will immediately confirm receipt of acceptance electronically. As long as receipt of this acceptance has not been confirmed, the consumer may dissolve the agreement.
If the contract is concluded electronically, the trader shall take suitable technical and organizational measures to secure the electronic transfer of data and ensure a safe web environment. If the consumer has the option to pay electronically, the trader shall observe appropriate security measures.
The trader may, within legal limits, gather information about the consumer’s ability to meet payment obligations, as well as all facts and factors relevant for a sound conclusion of the distance contract. If, based on this inquiry, the trader has justified reasons not to conclude the agreement, they may refuse an order or request, stating reasons, or attach special conditions to its performance.
The trader will provide the consumer with the following information in writing or in another accessible way stored on a durable medium along with the product or service:
a. the visiting address of the trader’s business location where complaints may be lodged;
b. the conditions and methods for exercising the right of withdrawal or a clear statement regarding exclusion of the right of withdrawal;
c. details concerning warranties and after-sales service;
d. the information referred to in Article 4 paragraph 3, unless this was already provided to the consumer prior to the agreement;
e. the conditions for terminating the contract if it has a duration of more than one year or is of indefinite length.
For a continuing performance contract, the previous paragraph applies only to the first delivery.
Every agreement is concluded subject to sufficient availability of the products concerned.

Article 6 - Right of Withdrawal
When purchasing products, the consumer has the right to cancel the contract without giving reasons within 14 days. This withdrawal period begins the day after the consumer, or a representative designated in advance by the consumer and the trader, has received the goods.
During this period, the consumer shall handle the product and packaging carefully. They will only unpack or use the product to the extent necessary to assess whether they wish to keep it. If the consumer exercises the right of withdrawal, the product shall be returned to the trader along with all accessories supplied and, if reasonably possible, in the original condition and packaging, in accordance with clear and reasonable instructions from the trader.
If the consumer wishes to use this right, they must notify the trader within 14 days after receiving the product. Notification must be in writing/by email. Once the consumer has exercised the right of withdrawal, they must return the product within 14 days. The consumer must provide proof of timely return, for example with a postal receipt.
If, after expiry of the terms in paragraphs 2 and 3, the consumer has not indicated that they wish to exercise the right of withdrawal or has not returned the product, the purchase is considered final.

Article 7 - Costs in Case of Withdrawal
If the consumer exercises the right of withdrawal, the return costs are borne by the consumer.
If the consumer has paid an amount, the trader shall refund this as soon as possible and no later than 14 days after withdrawal, provided the trader has received the returned goods or proof has been supplied that the goods were fully returned.

Article 8 - Exclusion of the Right of Withdrawal
The trader may exclude the right of withdrawal for the products mentioned in paragraphs 2 and 3. Exclusion applies only if clearly stated when making the offer or in good time before conclusion of the agreement.
Exclusion is possible for products:
a. produced according to consumer specifications;
b. clearly personal in nature;
c. that by their nature cannot be returned;
d. that spoil or age quickly;
e. whose price is dependent on fluctuations in the financial market beyond the trader’s control;
f. individual newspapers and magazines;
g. audio/video recordings or computer software where the seal was broken by the consumer;
h. hygiene products with broken seals.
Exclusion is possible for services:
a. relating to accommodation, transport, restaurant services, or leisure activities to be carried out on a specific date or period;
b. whose performance began with express consent of the consumer before the withdrawal period ended;
c. related to betting and lotteries.

Conditions for returns:

1. Request for return: customers must notify us in advance of their intention to return an item before it is accepted. Returns without prior notice will not be accepted. Customers can request a return by contacting customer service. Once approved, return instructions will be sent.

2. Acceptance of return: once a return request is received, it will be reviewed and answered within a reasonable period. Returns are only accepted if:
   – products are sealed. If the seal is broken, return is not possible;
   – the item is in original condition with all accessories, manuals, and packaging;
   – the item shows no use, damage, or mishandling affecting resale;
   – the item falls within the return period stated on our returns page and policy.

3. Restocking fee: if a customer refuses delivery, a fee of €10 will be charged to cover processing and restocking.

4. Return shipping costs: borne by the customer.

5. Refund: once returned goods are inspected and accepted, the purchase amount minus restocking and shipping fees will be refunded via the original payment method, unless otherwise agreed.

6. Exceptions: some items cannot be returned, such as personalized goods, perishables, or hygiene products (not exhaustive). Customers are advised to read the full returns policy before purchase and contact customer service with questions.

Article 9 - The Price
During the validity period mentioned in the offer, the prices of products and/or services will not be increased, except due to changes in VAT rates.
Contrary to this, the trader may offer products/services whose prices depend on fluctuations in the financial market beyond their control at variable prices. This connection with fluctuations and the indicative nature of listed prices will be mentioned in the offer.
Price increases within 3 months of concluding the contract are only allowed if they result from laws or regulations.
Price increases after 3 months are permitted only if agreed by the trader and:
a. they stem from statutory provisions or regulations; or
b. the consumer has the right to terminate the agreement as of the date the increase takes effect.
Prices stated in product or service offers include VAT.
All prices are subject to misprints or typographical errors. No liability is accepted for consequences of such errors. In case of mistakes, the trader is not obliged to deliver at the incorrect price.
According to § 5 para. 1 UStG 1968, the place of supply is the country where transport begins. In this case, delivery occurs outside the EU. Accordingly, postal or courier services will collect import VAT or customs fees from the customer. Therefore, the trader does not charge VAT.
Special customs clearance fees and/or import duties are not included in the price and must be paid by the customer.

Article 10 - Compliance and Warranty
The trader guarantees that products/services comply with the agreement, the specifications in the offer, reasonable reliability and/or usability requirements, and applicable legal provisions at the time of agreement. If agreed, the trader also guarantees suitability for non-standard use.
Any guarantee provided by the trader, manufacturer, or importer does not affect the consumer’s statutory rights.
Defects or wrongly delivered products must be reported to the trader in writing within 14 days of delivery. Products must be returned in original packaging and unused condition.
The trader’s warranty period corresponds to the manufacturer’s warranty period. The trader is never responsible for the ultimate suitability of the product for consumer use or for advice on its use or application.
Warranty is void if:
– the consumer repaired/modified the product themselves or had it done by others;
– the delivered products were exposed to abnormal conditions, handled negligently, or used contrary to instructions;
– the defect is wholly/partly the result of government regulations concerning the nature or quality of materials used.

Article 11 - Delivery and Execution
The supplier will exercise utmost care when accepting and fulfilling product orders.
Delivery address is the one provided by the consumer.
Subject to Article 4, the trader will execute accepted orders promptly and within 30 days at the latest, unless a longer delivery has been agreed. If delivery is delayed or an order cannot (fully) be executed, the consumer will be informed within 30 days of ordering. In such a case, the consumer has the right to cancel without cost and may claim a refund.
In case of dissolution under the previous paragraph, the trader shall refund payments as soon as possible and within 14 days at the latest.
If delivery of an ordered item is impossible, the trader will attempt to provide a replacement. It will be clearly stated no later than delivery that a replacement item is being supplied. The right of withdrawal cannot be excluded for replacements. Return costs are borne by the trader.
Risk of damage/loss of products lies with the trader until handover to the consumer or their designated representative, unless otherwise agreed.

Article 12 - Continuing Transactions: Duration, Termination and Renewal
Termination:
The consumer may cancel an indefinite contract for regular delivery of products (including electricity) or services at any time, observing agreed termination rules and a notice of no more than one month.
A fixed-term contract for regular delivery of products (including electricity) or services can be cancelled by the consumer at the end of the fixed period, subject to a notice of no more than one month.
The consumer may:
– terminate at any time and not only at a set date or period;
– terminate in the same manner as concluded;
– always terminate with the same notice period the trader applies to themselves.
Renewal:
A fixed-term contract for regular supply of goods (including electricity) or services cannot be tacitly renewed or extended for a fixed term.
Contrary to this, fixed-term contracts for daily, weekly, or monthly newspapers/magazines may be tacitly renewed for up to 3 months if the consumer can cancel before the end of the extension with notice of one month.
Fixed-term contracts for regular delivery of goods or services may only be tacitly renewed for indefinite duration if the consumer can cancel at any time with one month’s notice, or with three months’ notice for newspapers/magazines delivered less frequently than once per month.
Temporary contracts for trial subscriptions of newspapers or magazines automatically end and cannot be tacitly extended.
Duration:
If an agreement lasts longer than one year, the consumer may cancel at any time after one year with one month’s notice, unless fairness prevents cancellation before the agreed end.

Article 13 - Payment
Unless otherwise agreed, amounts owed by the consumer must be paid within 7 working days from the start of the cooling-off period in Article 6 paragraph 1. In service contracts, this period starts once the consumer has received confirmation of the contract.
The consumer must promptly report any inaccuracies in payment details provided to the trader.
In case of non-payment, the trader may, subject to legal limits, charge reasonable costs to the consumer.

Article 14 - Complaints
Complaints about execution of the agreement must be submitted clearly and completely within 7 days after the consumer identifies defects.
Complaints submitted will be answered within 14 days of receipt. If a complaint requires more time, the trader will acknowledge receipt within 14 days and indicate when the consumer can expect a detailed reply.
If a complaint cannot be resolved amicably, it becomes a dispute subject to the dispute procedure.
A complaint does not suspend trader obligations unless stated otherwise in writing.
If a complaint is found justified, the trader must replace or repair products free of charge at their discretion.

Article 15 - Disputes
Only UK law governs agreements between trader and consumer covered by these general terms and conditions, even if the consumer resides abroad.