General conditions and instructions

Article 1 – Definitions
In these General Terms and Conditions, the following terms shall have the following meanings:

Withdrawal Period: the period within which the consumer may exercise their right of withdrawal;
Consumer: a natural person who is not acting in the exercise of a profession or business and who enters into a distance contract with the trader;
Day: calendar day;
Fixed Transaction: a distance contract concerning a series of products and/or services, where the delivery and/or obligation to receive extends over a certain period;
Durable Medium: any means that enables the consumer or the trader to store information addressed to them personally, in a manner that allows future consultation and unaltered reproduction of the stored information;
Right of Withdrawal: the consumer's possibility to withdraw from the distance contract within the withdrawal period;
Trader: a natural or legal person who offers products and/or services to consumers at a distance;
Distance Contract: an agreement concluded within the framework of a system organized by the trader for the distance sale of products and/or services, where exclusive use is made of one or more means of distance communication up to and including the conclusion of the contract;
Means of Distance Communication: methods that can be used to conclude an agreement without the consumer and the trader being together in the same place at the same time;
General Terms and Conditions: these general terms and conditions of the trader.

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Article 2
Consumers have the right to withdraw from the contract within a 14-day withdrawal period without providing any reason. During this period, the consumer shall handle the product and packaging with care. If the consumer exercises the right of withdrawal, they must return the product with all supplied accessories and, if reasonably possible, in the original condition and packaging, in accordance with the seller’s reasonable instructions.

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Article 3 – Applicability
These general terms and conditions apply to every offer from the trader and to every distance contract and order concluded between the trader and the consumer.

Before a 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, the trader shall indicate, before the distance contract is concluded, that the general terms and conditions are available for inspection at the trader’s premises and will be sent free of charge upon request.

If the distance contract is concluded electronically, the text of these general terms and conditions may, in deviation from the previous paragraph, be made available electronically in such a way that the consumer can easily store it on a durable medium. If this is not reasonably possible, the consumer shall be informed where the conditions can be accessed electronically and that they will be sent free of charge upon request.

If, in addition to these general terms and conditions, specific product or service conditions apply, the second and third paragraphs shall apply accordingly, and the consumer may always invoke the most favorable applicable provision in case of conflict.

If one or more provisions of these general terms and conditions are wholly or partially invalid or declared invalid, the remaining provisions shall remain in force, and the relevant provision shall be replaced by mutual agreement by a provision that comes as close as possible to the intent of the original.

Situations not covered by these general terms and conditions shall be assessed in the spirit of these terms.

Any ambiguities regarding the interpretation or content of one or more provisions shall be interpreted in the spirit of these general terms and conditions.

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Article 4 – The Offer
If an offer has a limited validity period or is subject to conditions, this shall be explicitly stated in the offer.

The offer is non-binding. The trader has the right to change and adjust the offer.

The offer contains a complete and accurate description of the offered products and/or services. The description is sufficiently detailed to enable the consumer to make a proper assessment of the offer. If the trader uses images, these are a truthful representation of the offered products and/or services. Obvious mistakes or errors in the offer are not binding for the trader.  

All images, specifications, and information in the offer are indicative and cannot give rise to compensation or dissolution of the contract. Product images are a true representation of the offered products. The trader cannot guarantee that the displayed colors exactly match the real colors of the product.

Each offer contains information making clear to the consumer what rights and obligations are associated with acceptance of the offer. This includes in particular:

• Any shipping costs;

• The manner in which the agreement will be concluded and the steps required for this;

• Whether or not the right of withdrawal applies;

• The method of payment, delivery, and performance of the agreement;

• The deadline for accepting the offer, or the period during which the trader guarantees the price;

• The rate for distance communication if the cost is calculated on a basis other than the standard rate;

• Whether the agreement will be archived and, if so, how it can be accessed by the consumer;

• The way in which the consumer can check and, if desired, correct the data provided before concluding the agreement;

• The possible languages in which the agreement may be concluded in addition to Swedish;

• The codes of conduct the trader is subject to and how the consumer can access them electronically;

• The minimum duration of the distance contract in the case of an ongoing transaction.

Optional: available sizes, colors, materials.

Article 5 – The Agreement
The agreement is concluded, subject to the provisions of paragraph 4, at the moment the consumer accepts the offer and meets the stated conditions.

If the consumer has accepted the offer electronically, the trader shall immediately confirm the receipt of the acceptance electronically. As long as this acceptance has not been confirmed by the trader, the consumer may dissolve the agreement.

If the agreement is concluded electronically, the trader shall take appropriate technical and organizational measures to secure the electronic transfer of data and ensure a secure web environment. If the consumer can pay electronically, the trader shall observe appropriate security measures.

The trader may – within the limits of the law – investigate whether the consumer can meet their payment obligations, and also consider all facts and factors relevant to responsibly entering into the distance contract. If, based on this investigation, the trader has sound reasons not to enter into the contract, they are entitled to refuse an order or application or to attach special conditions to its execution.

The trader shall send the following information to the consumer along with the product or service, in writing or in such a way that the consumer can store it in an accessible manner on a durable medium:

• The trader’s physical address where the consumer can lodge complaints;

• The conditions and procedure for exercising the right of withdrawal, or a clear statement that the right of withdrawal is excluded;

• Information about guarantees and after-sales service;

• The data referred to in Article 4, paragraph 3 of these conditions, unless the trader has already provided them to the consumer before the performance of the agreement;

• The requirements for terminating the agreement if the agreement has a duration of more than one year or is of indefinite duration.

In the case of a continuing performance contract, the provision in the previous paragraph applies only to the first delivery.

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Article 6 – Right of Withdrawal
When purchasing products, the consumer has the right to dissolve the agreement without giving reasons within 14 days. This withdrawal period starts on the day after the consumer receives the product, or a third party designated by the consumer who is not the carrier.

During this period, the consumer shall handle the product and packaging with care. They shall only unpack or use the product to the extent necessary to assess 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, in accordance with the reasonable and clear instructions provided by the trader.

If the consumer wishes to exercise the right of withdrawal, they must notify the trader within the withdrawal period by means of a standard form or in another unambiguous manner. After notifying the withdrawal, the consumer must return the product within 14 days. The consumer must prove that the goods have been returned on time, for example by means of a shipping receipt.

If the consumer has not notified the trader of their intention to exercise the right of withdrawal after the expiry of the periods mentioned in paragraphs 2 and 3, or has not returned the product to the trader, the sale is considered final.

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Article 7 – Costs in Case of Withdrawal
If the consumer exercises the right of withdrawal, at most the costs of return shipment 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 14 days after withdrawal. The condition is that the product has already been received by the trader or conclusive proof of complete return can be provided.

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Article 8 – Exclusion of the Right of Withdrawal
The trader may exclude the consumer's right of withdrawal for products as described in paragraphs 2 and 3. The exclusion of the right of withdrawal only applies if the trader has clearly stated this in the offer, or at least in a timely manner before concluding the agreement. 

Exclusion of the right of withdrawal is only possible for products:

• that have been created by the trader according to the consumer's specifications;

• that are clearly of a personal nature;

• that cannot be returned due to their nature;

• that spoil or age quickly;

• whose price is subject to fluctuations in the financial market over which the trader has no influence;

• for individual newspapers and magazines;

• for audio and video recordings and computer software whose seal has been broken by the consumer;

• for hygienic products whose seal has been broken.

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Article 9 – The Price
During the validity period stated in the offer, the prices of the offered products and/or services shall not be increased, except for price changes due to changes in VAT rates.

In deviation from the previous paragraph, the trader may offer products or services with variable prices, where the prices are subject to fluctuations in the financial market and over which the trader has no control. This susceptibility to fluctuations and the fact that any stated prices are target prices shall be stated in the offer.

Price increases within 3 months after the conclusion of the agreement are only permitted if they are the result of statutory regulations or provisions.

Price increases from 3 months after the conclusion of the agreement 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 agreement as of the day the price increase takes effect.

The prices mentioned in the offer of products or services include VAT.

All prices are subject to printing and typographical errors. No liability is accepted for the consequences of such errors. In the event of printing and typographical errors, the trader is not obliged to deliver the product at the incorrect price.

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Article 10 – Conformity and Warranty
The trader guarantees that the products and/or services comply with the agreement, the specifications stated in the offer, the reasonable requirements of soundness and/or usability, and the statutory provisions and/or government regulations existing on the date of the conclusion of the agreement. If agreed, the trader also guarantees that the product is suitable for use other than normal use.

Any warranty provided by the trader, manufacturer, or importer does not affect the legal rights and claims the consumer can assert against the trader based on the agreement.

Any defects or wrongly delivered products must be reported to the trader in writing within 2 months after delivery. Products must be returned in their original packaging and in new condition.

The trader’s warranty period corresponds to the manufacturer’s warranty period. However, the trader is never responsible for the ultimate suitability of the products for each individual use by the consumer, nor for any advice regarding the use or application of the products.

The warranty does not apply if:

• The consumer has repaired and/or modified the delivered products themselves or had them repaired and/or modified by third parties;

• The delivered products have been exposed to abnormal conditions or have otherwise been handled carelessly or contrary to the trader’s instructions and/or packaging;

• The defect is wholly or partly the result of regulations the government has set or will set regarding the nature or quality of the materials used.

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Article 11 – Delivery and Execution
The trader shall exercise the greatest possible care when receiving and executing product orders and when assessing applications for the provision of services.

The place of delivery is the address that the consumer has made known to the trader.

With due observance of what is stated in Article 4 of these general terms and conditions, the trader shall execute accepted orders with due speed but no later than within 30 days, unless a longer delivery period has been agreed. If delivery is delayed, or if an order cannot or can only partially be carried out, the consumer shall be informed no later than 30 days after placing the order. In such a case, the consumer has the right to dissolve the agreement without costs. The consumer is not entitled to compensation.

All delivery times are indicative. No rights can be derived from any mentioned time periods. Exceeding a term does not entitle the consumer to compensation.

In case of dissolution in accordance with paragraph 3 of this article, the trader shall refund the amount paid by the consumer as soon as possible, but no later than 14 days after dissolution.

If delivery of an ordered product proves impossible, the trader shall make an effort to provide a replacement item. At the latest upon delivery, it shall be clearly and comprehensibly stated that a replacement item is being delivered. With replacement items, the right of withdrawal cannot be excluded. The costs of return shipment are at the trader’s expense.

The risk of damage and/or loss of products lies with the trader until the moment of delivery to the consumer or a previously designated and known representative, unless expressly agreed otherwise.

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Article 12 – Payment
Unless otherwise agreed, the amounts owed by the consumer must be paid within 7 working days after the start of the withdrawal period as referred to in Article 6(1). In the case of a service agreement, this period starts after the consumer has received confirmation of the agreement.

The consumer has the duty to report inaccuracies in provided or stated payment details to the trader without delay.

In the event of non-payment by the consumer, and subject to legal restrictions, the trader has the right to charge the reasonable costs previously communicated to the consumer.

Article 13 – Complaints Procedure
The trader has a well-publicized complaints procedure and handles complaints in accordance with this complaints procedure.

Complaints about the performance of the agreement must be submitted to the trader fully and clearly described within 2 months after the consumer has discovered the defects.

Complaints submitted to the trader shall be answered within 14 days from the date of receipt. If a complaint requires a foreseeable longer processing time, the trader shall respond within 14 days with a notice of receipt and an indication of when the consumer can expect a more detailed answer.

If the complaint cannot be resolved by mutual agreement, it becomes a dispute subject to the dispute settlement procedure.

A complaint does not suspend the trader’s obligations unless the trader indicates otherwise in writing.

If a complaint is found to be well-founded by the trader, the trader will, at its discretion, either replace or repair the delivered products free of charge.

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Article 14 – Disputes
Agreements between the trader and the consumer to which these general terms and conditions apply are governed exclusively by Dutch law, even if the consumer resides abroad.

The Vienna Sales Convention (CISG) does not apply.