General Terms and Conditions

Article 1 – Definitions

In these Terms and Conditions, the following definitions apply:

Withdrawal period: The period during which the consumer may exercise their right of withdrawal.

Consumer: A natural person who is not acting for commercial or self-employed professional purposes and who enters into a distance contract with the entrepreneur.

Day: Calendar day.

Continuing obligation: A distance contract for a series of goods and/or services where the supply and/or purchase obligation is spread over time.

Durable medium: Any device that allows the consumer or entrepreneur to store information addressed personally to them in a way that enables future access and unchanged reproduction.

Right of withdrawal: The consumer’s option to withdraw from the distance contract within the withdrawal period.

Entrepreneur: The natural or legal person who offers goods and/or services remotely in the course of their business.

Distance contract: A contract concluded as part of a system organized by the entrepreneur for the remote sale of goods and/or services, in which one or more means of distance communication are used up to and including the conclusion of the contract.

Means of distance communication: Any means that can be used to conclude a contract without the consumer and the entrepreneur being physically present together.

General Terms and Conditions: These present terms and conditions of the entrepreneur.

Article 2 – Right of Withdrawal

The consumer has the right to withdraw from the contract within 100 days without providing any reason. During this period, the consumer must handle the goods with reasonable care and avoid damaging the packaging.

If the consumer exercises the right of withdrawal, they must return the goods, including all accessories and – if reasonably possible – in the original packaging, in accordance with the reasonable instructions provided by the entrepreneur.

Article 3 – Applicability

These Terms and Conditions apply to every offer made by the entrepreneur and to every distance contract and order between the entrepreneur and the consumer.

Before the contract is concluded, the entrepreneur shall make the text of these Terms and Conditions available to the consumer. If this is not reasonably possible, the entrepreneur shall indicate before the contract is concluded that the Terms and Conditions can be inspected at the entrepreneur’s premises and will be provided free of charge upon request.

If the contract is concluded electronically, the text of these Terms and Conditions may be provided in a way that allows the consumer to store it on a durable medium.

If additional product or service conditions apply on top of these Terms and Conditions, the above provisions apply accordingly. In the event of conflicting provisions, the consumer may rely on the condition most favorable to them.

If any provision of these Terms and Conditions is wholly or partially void or invalid, the remainder of the contract shall remain in force. The invalid provision shall be replaced by one that comes closest to the intended economic purpose.

Ambiguities or omissions shall be interpreted in accordance with the overall meaning and purpose of these Terms and Conditions.

Article 4 – The Offer

If an offer is valid only for a limited time or subject to specific conditions, this will be clearly indicated. The offer is non-binding. The entrepreneur reserves the right to amend the offer.

The offer contains a complete and accurate description of the goods and/or services. Illustrations are provided for reference and may differ slightly from the actual product.

Obvious mistakes or clerical errors are not binding on the entrepreneur.

Each offer contains clear information regarding:

  • Shipping costs

  • Formation of the contract

  • Right of withdrawal

  • Payment, delivery, and performance terms

  • Validity period of the offer

  • Availability

  • Ability to store the contract content

  • Technical steps for contract formation

  • Contract languages (at least German)

  • Relevant codes of conduct

  • Minimum duration of continuing obligations

  • Available sizes, colors, or materials (if applicable)

Article 5 – Conclusion of the Contract

The contract is concluded when the consumer accepts the offer and meets the applicable conditions.

For electronic contracts, the entrepreneur shall immediately confirm receipt of the order. Until the confirmation is received, the consumer may revoke the order.

The entrepreneur shall take appropriate technical and organizational measures to ensure secure electronic data transmission.

If there is reason to suspect payment risk, the entrepreneur may refuse the order or apply special conditions.

No later than upon delivery, the entrepreneur shall provide the consumer with the following information:

  • Contact address for complaints

  • Conditions of the right of withdrawal

  • Warranty and service conditions

  • Essential contract details (if not previously provided)

  • Cancellation terms for longer-term contracts

Article 6 – Right of Withdrawal

The consumer may withdraw from the contract within 100 days without giving any reason. The withdrawal period begins on the day after the goods are received.

During this period, the consumer must handle the goods and packaging with care. They may only use the goods to the extent necessary to assess them as they would in a retail store.

The withdrawal must be communicated in writing or by email within 100 days of receiving the goods.

After submitting the withdrawal notice, the consumer has an additional 30 days to return the goods. The consumer is responsible for proving timely shipment.

If withdrawal is not declared in time or if the goods are not returned within the required period, the contract remains valid.

Article 7 – Costs in Case of Withdrawal

The consumer is responsible for the cost of returning the goods.

Payments already made shall be refunded by the entrepreneur within 60 days of withdrawal, provided the goods have been received back or proof of return has been submitted.

Article 8 – Exclusion of the Right of Withdrawal

The right of withdrawal may be excluded for:

  • Goods made to the consumer’s specifications

  • Clearly personalized products

  • Sealed products unsuitable for return for health or hygiene reasons where the seal has been broken

  • Goods that may deteriorate or expire quickly

  • Goods subject to market fluctuations beyond the entrepreneur’s control

  • Newspapers and magazines without a subscription

  • Opened audio/video recordings or software

Any exclusion must be clearly communicated before the contract is concluded.

Article 9 – Price

Prices apply during the validity period of the offer, except in the case of changes to applicable sales tax.

Prices subject to market fluctuations may vary; this will be clearly indicated in the offer.

Price adjustments within the first three months after the conclusion of the contract are allowed only in the event of statutory changes.

After three months, price adjustments are permitted only if contractually agreed; in such cases, the consumer has the right to terminate the contract.

The entrepreneur is not responsible for obvious pricing or typographical errors.

Article 10 – Conformity and Warranty

The delivered goods must comply with the contract, the description in the offer, and relevant legal requirements.

Any additional guarantees provided do not limit statutory rights.

Defects must be reported in writing within 14 days. Returns must be unused, in the original packaging, and in new condition.

No warranty applies in cases of improper use, unauthorized repairs, or official material restrictions.

Article 11 – Delivery and Performance

The entrepreneur shall deliver the ordered goods within the agreed period, and no later than 30 days after the order, unless otherwise agreed.

In the event of delays, the entrepreneur shall inform the consumer promptly.

If delivery is impossible, the consumer shall receive a refund of the purchase price.

In the case of substitute delivery, the right of withdrawal remains intact; in such cases, return costs are borne by the entrepreneur.

The risk passes to the consumer only upon delivery to the consumer or an authorized recipient.

Article 12 – Continuing Obligations: Duration, Termination, and Renewal

Termination may occur at any time with a notice period of no more than one month.

Automatic renewal is not permitted, except for newspaper subscriptions of no more than three months, which the consumer may terminate.

Trial subscriptions end automatically.

Contracts with a duration of more than one year may be terminated after one year with a notice period of no more than one month.

Article 13 – Payment

Payment must be made no later than seven business days after the start of the withdrawal period.

For service contracts, the period begins upon contract confirmation.

Payment errors must be reported immediately.

In the event of late payment, the entrepreneur may charge reminder fees.

Article 14 – Complaints Procedure

Complaints must be reported within seven days of discovery.

The entrepreneur shall respond within 14 days. If a longer processing time is needed, the consumer will be notified.

If no resolution is reached, a mediation body may be consulted.

Filing a complaint does not release the consumer from payment obligations.

In the case of justified complaints, the goods will be replaced or repaired.

Article 15 – Disputes

For contracts between the entrepreneur and the consumer, Dutch law shall apply exclusively, even if the consumer resides outside the Netherlands.