General Terms and Conditions
General Terms and Conditions
Last updated: 14 November 2025
Article 1 – Definitions
In these terms and conditions, the following definitions shall apply:
Cooling-off period: The period within which the consumer may exercise their right of withdrawal.
Consumer: The natural person who is not acting in the course of a profession or business and who enters 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, the supply and/or purchase obligation of which is spread over time.
Durable data carrier: Any medium that enables the consumer or the trader to store information addressed personally to them in a way that allows for future consultation and unaltered reproduction of the stored information.
Right of withdrawal: The option 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 a system organized by the trader for the distance sale of products and/or services, whereby up to and including the conclusion of the contract, exclusive use is made of one or more means of distance communication.
Means of distance communication: Any means that can be used for the conclusion of a contract, without the consumer and the trader being simultaneously present in the same location.
General Terms and Conditions: The present 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 providing any reason. During the cooling-off period, the consumer shall handle the product and its packaging with care.
If the consumer makes use of their right of withdrawal, they shall return the product with all supplied accessories and, if reasonably possible, in its original condition, in accordance with reasonable instructions provided by 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 concluded between the trader and the consumer.
Before the distance contract is concluded, the text of these General Terms and Conditions shall be made available to the consumer. If this is not reasonably possible, prior to the conclusion of the distance contract, it shall be stated that the General Terms and Conditions are available for inspection at the trader’s premises and will be sent to the consumer free of charge upon request.
If the distance contract is concluded electronically, then, 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 by electronic means in such a way that it can be easily stored by the consumer on a durable data carrier. If this is not reasonably possible, the trader shall indicate where the General Terms and Conditions can be accessed electronically and that they will be sent electronically or otherwise free of charge at the consumer’s request.
In cases where specific product or service conditions apply in addition to these General Terms and Conditions, the second and third paragraphs shall apply correspondingly, and the consumer may always rely on the applicable provision that is most favorable to them in the event of conflicting terms.
If one or more provisions of these General Terms and Conditions are at any time wholly or partially void or annulled, the remaining provisions of the agreement and these conditions shall remain in force, and the relevant provision shall be replaced by mutual agreement as soon as possible with a provision that approximates the purpose and intent of the original as closely as possible.
Situations not covered by these General Terms and Conditions shall be assessed “in the spirit” of these General Terms and Conditions.
Ambiguities regarding the interpretation or content of one or more provisions of our terms shall be interpreted “in the spirit” of these General Terms and Conditions.
Article 4 – The Offer
If an offer is subject to a limited period of validity or is made under certain conditions, this shall be expressly stated in the offer. The offer is non-binding. The trader reserves the right to modify or amend the offer.
The offer shall contain a complete and accurate description of the products and/or services offered. The description shall be sufficiently detailed to enable the consumer to make a proper assessment of the offer.
If the trader makes use of illustrations, these shall be a truthful representation of the products and/or services offered. Obvious mistakes or obvious errors in the offer do not bind the trader.
All images and specifications contained in the offer are indicative and may not give rise to any claim for compensation or termination of the agreement. Images of products are a truthful representation of the offered products; however, the trader cannot guarantee that the colors displayed will correspond exactly to the actual colors of the products.
Each offer shall contain sufficient information to make clear to the consumer what rights and obligations are associated with acceptance of the offer. This particularly concerns:
• any possible shipping costs;
• the manner in which the contract will be concluded and which actions are required for that purpose;
• whether or not the right of withdrawal applies;
• the method of payment, delivery, and performance of the agreement;
• the period for accepting the offer, or the period within which the trader guarantees the price;
• the amount of the tariff for distance communication if the costs of using the means of distance communication are calculated on a basis other than the basic rate;
• whether the contract, once concluded, will be archived, and if so, how it can be consulted by the consumer;
• the manner in which the consumer, prior to the conclusion of the contract, can check and, if desired, correct the data provided by them in the context of the contract;
• any other languages in which, besides Dutch, the contract may be concluded;
• the codes of conduct to which the trader has subscribed and the manner in which the consumer can consult these codes of conduct electronically;
• the minimum duration of the distance contract in the case of a long-term transaction;
Optional: available sizes, colors, types of materials.
Article 5 – The Agreement
Subject to the provisions of paragraph 4, the contract is concluded at the moment of acceptance by the consumer of the offer and the fulfillment of the conditions thereby stipulated.
If the consumer has accepted the offer electronically, the trader shall immediately confirm receipt of the acceptance of the offer by electronic means. As long as receipt of this acceptance has not been confirmed by the trader, the consumer may dissolve the contract.
If the contract is concluded electronically, the trader shall take appropriate technical and organizational measures to secure the electronic transmission of data and shall ensure a secure web environment. If the consumer can make electronic payments, the trader shall observe appropriate security measures for this purpose.
Within the limits of the law, the trader may ascertain whether the consumer can meet their payment obligations, as well as all those facts and factors that are important for a responsible conclusion of the distance contract. If the trader, based on such investigation, has good grounds not to enter into the contract, they are entitled to refuse an order or request, giving reasons, or to attach special conditions to its execution.
The trader shall provide the following information to the consumer, in writing or in such a way that it can be stored by the consumer in an accessible manner on a durable data carrier, together with the product or service:
• the visiting address of the trader’s business establishment where the consumer may lodge complaints;
• the conditions under which and the manner in which the consumer may exercise the right of withdrawal, or a clear statement regarding the exclusion of the right of withdrawal;
• information about existing after-sales services and warranties;
• the data included in Article 4 paragraph 3 of these terms, unless the trader has already provided this information to the consumer prior to the execution of the contract;
• the requirements for terminating the contract if the contract 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 preceding paragraph shall apply only to the first delivery. Every agreement is entered into under the suspensive condition of sufficient availability of the relevant products.
Article 6 – Right of Withdrawal
When purchasing products, the consumer has the right to dissolve the contract without giving any reason within 30 days.
This reflection period shall commence on the day after receipt of the product by the consumer or a representative designated in advance by the consumer and made known to the trader.
During the cooling-off period, the consumer shall handle the product and packaging with care. The consumer shall only unpack or use the product to the extent necessary to determine whether they wish to keep the product.
If the consumer exercises the right of withdrawal, they shall return the product with all delivered accessories and – if reasonably possible – in the original condition and packaging to the trader, in accordance with the reasonable and clear instructions provided by the trader.
If the consumer wishes to make use of the right of withdrawal, they must notify the trader within 30 days after receipt of the product. The consumer must make this notification by means of a written message or email.
After the consumer has indicated that they wish to exercise the right of withdrawal, the customer must return the product within 30 days. The consumer must be able to prove that the goods were returned in time, for example by means of proof of shipment.
If, after the expiry of the periods referred to in paragraphs 2 and 3, the consumer has not made known that they wish to exercise the right of withdrawal and/or the product has not been returned to the trader, the purchase shall be deemed final.
Article 7 – Costs in Case of Withdrawal
If the consumer exercises the right of withdrawal, the costs of returning the products shall be borne by the consumer.
If the consumer has paid an amount, the trader shall refund this amount as soon as possible, but no later than 30 days after withdrawal. This is subject to the condition that the product has already been received back by the trader, or that conclusive proof of complete return can be provided.
Article 8 – Exclusion of the Right of Withdrawal
The trader may exclude the consumer’s right of withdrawal for certain products, as described in paragraphs 2 and 3. The exclusion of the right of withdrawal shall only apply if the trader has clearly stated this in the offer, or at least in good time before the conclusion of the contract.
Exclusion of the right of withdrawal is only possible for products:
• that have been produced by the trader in accordance with specifications provided by the consumer;
• that are clearly of a personal nature;
• that, by their nature, cannot be returned;
• that can spoil or age quickly;
• whose price is subject to fluctuations in the financial market over which the trader has no influence;
• for single issues of newspapers and magazines;
• for audio and video recordings and computer software of which the consumer has broken the seal;
• for hygienic products of which the consumer has broken the seal.
Article 9 – The Price
During the validity period stated in the offer, the prices of the products and/or services offered shall not be increased, except for price changes resulting from changes in VAT rates.
Notwithstanding the preceding paragraph, the trader may offer products or services whose prices are subject to fluctuations in the financial market and over which the trader has no influence, at variable prices. This linkage to fluctuations and the fact that any stated prices are guide prices shall be stated in the offer.
Price increases within three months after the conclusion of the contract are only permitted if they are the result of statutory regulations or provisions.
Price increases from three months after the conclusion of the contract are only permitted if the trader has stipulated this and:
• they are the result of statutory regulations or provisions; or
• the consumer has the right to terminate the contract as of the day on which the price increase takes effect.
All prices are subject to printing and typographical errors. No liability shall be accepted for the consequences of printing and typographical errors. In the event of printing or typographical errors, the trader is not obliged to deliver the product according to the erroneous price.
Article 10 – Conformity and Warranty
The trader warrants that the products and/or services comply with the contract, the specifications stated in the offer, the reasonable requirements of soundness and/or usability, and the existing statutory provisions and/or government regulations at the date of the conclusion of the contract. If agreed, the trader also warrants that the product is suitable for use other than normal use.
A guarantee provided by the trader, manufacturer, or importer does not affect the legal rights and claims that the consumer may assert against the trader under the contract.
Any defects or incorrectly delivered products must be reported to the trader in writing within 30 days after delivery. Returns of products must be made in their original packaging and in new condition.
The warranty period provided by the trader corresponds to the manufacturer’s warranty period. However, the trader 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 shall not apply if:
• the consumer has repaired and/or altered the delivered products themselves or has had them repaired and/or altered by third parties;
• the delivered products have been exposed to abnormal conditions, have otherwise been handled carelessly, or have been treated contrary to the trader’s instructions and/or those on the packaging;
• the defect is wholly or partly the result of regulations issued or to be issued by the government regarding the nature or quality of the materials used.
Article 11 – Delivery and Performance
The trader shall exercise the utmost care when receiving and executing orders for products.
Subject to what is stated in Article 4 of these General Terms and Conditions, the company shall execute accepted orders with due speed but at the latest within 30 days, unless the consumer has agreed to a longer delivery period.
If delivery is delayed, or if an order cannot or can only partially be carried out, the consumer shall be notified of this no later than 30 days after placing the order. In that case, the consumer shall have the right to terminate the contract without cost and the right to possible compensation.
In the event of termination in accordance with the preceding paragraph, the trader shall refund the amount paid by the consumer as soon as possible, but no later than 30 days after termination.
If delivery of an ordered product proves to be impossible, the trader shall make every effort to provide a replacement article. At the latest upon delivery, it shall be clearly and comprehensibly stated that a replacement article is being supplied.
In the case of replacement articles, the right of withdrawal may not be excluded. The costs of any return shipment are borne by the trader.
The risk of damage and/or loss of products rests with the trader until the moment of delivery to the consumer or a representative designated in advance and made known to the trader, unless expressly agreed otherwise.
Article 12 – Long-term Transactions: Duration, Termination, and Renewal
Termination
The consumer may terminate a contract entered into for an indefinite period and which extends to the regular delivery of products (including electricity) or services, at any time, subject to the agreed termination rules and a notice period of no more than one month.
The consumer may terminate a fixed-term contract which extends to the regular delivery of products (including electricity) or services, at any time at the end of the fixed period, subject to the agreed termination rules and a notice period of no more than one month.
The consumer may terminate the contracts referred to in the previous paragraphs:
• at any time and not be limited to termination at a specific time or in a specific period;
• at least in the same manner as they were concluded by the consumer; and
• always with the same notice period as the trader has stipulated for itself.
Renewal
A fixed-term contract which extends to the regular delivery of products (including electricity) or services may not be tacitly renewed or extended for a fixed period.
By way of exception to the preceding paragraph, a fixed-term contract for the regular delivery of daily, news, and weekly newspapers and magazines may be tacitly renewed for a fixed term of no more than three months, if the consumer can terminate the renewed contract at the end of the renewal with a notice period of no more than one month.
A fixed-term contract for the regular delivery of products or services may only be tacitly renewed for an indefinite period if the consumer may terminate it at any time with a notice period of no more than one month, and a notice period of no more than three months if the contract concerns the regular but less than monthly delivery of daily, news, and weekly newspapers and magazines.
A contract with a limited duration for the regular delivery of daily, news, and weekly newspapers and magazines for trial or introductory purposes (trial or introductory subscription) shall not be tacitly continued and shall automatically end after the trial or introductory period.
Duration
If a contract has a duration of more than one year, the consumer may terminate the contract 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.
Article 13 – Payment
Unless otherwise agreed, amounts owed by the consumer must be paid within seven working days after the start of the cooling-off period referred to in Article 6 paragraph 1.
In the case of a contract for the provision of a service, this period begins after the consumer has received confirmation of the contract.
The consumer has the obligation to promptly report any inaccuracies in payment data provided or stated to the trader.
In the event of non-payment by the consumer, the trader, subject to statutory limitations, shall have the right to charge the consumer reasonable costs made known in advance.
Article 14 – Complaints Procedure
Complaints regarding the execution of the contract must be submitted to the trader fully and clearly described within seven days after the consumer has discovered the defects.
Complaints submitted to the trader shall be answered within a period of 14 days from the date of receipt. If a complaint requires a foreseeably longer processing time, the trader shall 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 trader’s obligations unless the trader indicates otherwise in writing.
If a complaint is found to be justified by the trader, the trader shall, at its discretion, either replace or repair the delivered products free of charge.
Article 15 – Disputes
Contracts between the trader and the consumer to which these General Terms and Conditions apply shall be governed exclusively by Dutch law, even if the consumer resides abroad.
Disclaimer
This English translation of the General Terms and Conditions is provided for convenience only. In the event of any inconsistency or ambiguity between this English version and the original Dutch text, the Dutch version shall prevail and be legally binding.