General terms and conditions

Article 1 – Definitions
These terms and conditions refer to the following:

  • Withdrawal period : the period during which the consumer can exercise the right of withdrawal;

  • Consumer : natural person who is not acting in a professional capacity and enters into a distance contract with the trader;

  • Day : calendar day;

  • Ongoing transaction : distance contract relating to a series of goods and/or services delivered or received over time;

  • Durable data storage: means that makes it possible to store information addressed to the consumer or trader in a way that allows future access and unchanged reproduction;

  • Right of withdrawal : the consumer's right to withdraw from the distance contract within the withdrawal period;

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

  • Distance contract : contract where the conclusion of the contract takes place within a distance selling system and only distance communication is used;

  • Distance communication means : method of concluding a contract without the parties being simultaneously in the same room;

  • General Terms and Conditions : these terms and conditions.

These terms and conditions apply to all offers and distance contracts between the trader and the consumer. The terms and conditions shall be made available to the consumer before the contract is concluded, either in writing or electronically, and the consumer shall be able to save them on a durable data storage medium.

If product-specific or service-specific terms and conditions apply simultaneously, the consumer shall be able to invoke the most advantageous rule in the event of any conflict. Invalid provisions shall be replaced by mutual agreement in a manner that preserves the original meaning. Interpretations shall be made “in the spirit” of these terms and conditions.

Article 2 – The Offer
If the offer has a time limit or conditions, this must be clearly stated. The offer is non-binding, and the trader can change it. The offer must contain a complete and accurate description of the product or service, including price, delivery or shipping costs, customs and VAT, payment and delivery terms, the existence of the right of withdrawal, and technical steps for concluding the contract.

Article 3 – The Agreement
The contract is concluded when the consumer accepts the offer and meets its terms. If the contract is concluded electronically, the trader must immediately confirm receipt electronically. Appropriate technical and organizational security measures must be taken. The trader has the right to check the consumer's creditworthiness and may refuse or impose special conditions if necessary.

When the goods are delivered, the following information must be attached in writing or electronically:

  1. Visiting address for complaints;

  2. Conditions for the right of withdrawal or clear notice that the right of withdrawal does not apply;

  3. Warranty terms and after-sales support;

  4. Other important information according to Article 4.3 (for example, termination of long-term contracts);

  5. Termination conditions for agreements with a term of more than one year.

The agreement is conditional on the goods being available.

Article 4 – Right of withdrawal
When purchasing goods, the consumer has the right to cancel the purchase within 14 days without giving any reason. The period begins the next day after receipt. During this time, the goods may only be tested in order to assess whether they should be kept. In the event of a cancellation, the goods must be returned in the original packaging with all accessories, according to instructions. The consumer must notify the cancellation in writing (e-mail is accepted). The return must be made within 14 days of the notification, with proof of shipment. Failure to return or notify the cancellation within the period means that the purchase is final.

Article 5 – Return costs
In the event of a withdrawal, the consumer is responsible for the return shipping. Once the goods have been received or proof is available, the amount will be refunded within 14 days.

Article 6 – Exceptions to the right of withdrawal
The trader may exclude the right of withdrawal if this is clearly stated before the contract is concluded. Exceptions apply, for example, to personalized goods, hygiene products with a broken seal, perishable goods, unsealed software, newspapers, etc. For certain services (travel, restaurant, entertainment services on a fixed date, lottery) the right of withdrawal does not apply.

Article 7 – Price
Prices are valid for the stated period of validity, with the exception of changes in VAT. For goods with market-dependent price escalation, variable prices may be applied, with clear information. No price increases are permitted within 3 months of conclusion of the contract, except as required by law. Thereafter, only if the consumer can terminate the contract or if there is a change in law.

Delivery usually takes place outside the EU, and the recipient is responsible for customs and VAT upon import.

Article 8 – Compliance and warranty
The trader guarantees that the goods/services comply with the contract, specifications and applicable law. The factory warranty does not affect statutory rights. Defects must be reported within 14 days of receipt, and returns must be made according to instructions. The warranty is only valid during the factory period and does not cover damage caused by incorrect handling or unauthorized repairs.

Article 9 – Delivery and performance
The trader takes the greatest possible care when receiving and delivering, usually within 30 days. In the event of a delay, the consumer has the right to cancel the contract free of charge and can receive compensation. If delivery is impossible, a replacement product is offered with an accompanying right of withdrawal, and return postage is paid by the trader. Risk and liability only pass to the consumer upon delivery.

Article 10 – Ongoing contract: duration, termination and extension

  • Termination : Contracts without a time limit can be terminated at any time with a maximum of one month's notice. Contracts with a limited time limit can be terminated at the end of the contract period with a maximum of one month's notice.

  • Extension : Agreements may not be automatically extended, except for newspapers and magazines which may be extended for a maximum of three months at a time, with the possibility of termination. Trial months for daily newspapers are not automatically extended.

  • Long-term contract (>1 year) : The consumer can terminate after one year with a maximum of one month's notice, unless reasonable grounds prevent this.

Article 11 – Payment
Payment must be made within 7 days after the withdrawal period begins, unless otherwise agreed. For services, the period applies from confirmation. The consumer must immediately notify incorrect payment information. In the event of delay, reasonable costs may be charged according to law.

Article 12 – Complaints handling
Complaints must be made within 7 days of discovery, in writing. The trader will respond within 14 days or notify of a longer processing time. Disagreements can be referred to a dispute resolution body. Complaints do not affect the obligations of the other parties to the contract. In the event of a justified complaint, the trader will replace or repair the goods free of charge.

Article 13 – Applicable law
Dutch law applies to all contracts, even if the consumer lives outside the Netherlands.

Article 14 – CESOP
From 2024, the requirements under the amendment to the Dutch VAT Directive (Wet tot wijziging van de omzetbelastingwet 1968) will be implemented and tightened to implement the Central Electronic System for Payment Information (CESOP), in accordance with the EU Payment Services Directive. Payment intermediaries may be required to register payment data in the European CESOP system