Terms and conditions

The general terms and conditions can also be downloaded here.

General Terms and Conditions of Thuiswinkel

These General Terms and Conditions of the Dutch Thuiswinkel Organization (hereinafter: Thuiswinkel.org) have been established in consultation with the Consumer's Association within the framework of the Coordination Group Self-Regulation Consultation (CZ) of the Social-Economic Council and take effect as of June 1, 2014.

Table of Contents:

Article 1 – Definitions

Article 2 – Identity of the entrepreneur

Article 3 – Applicability

Article 4 – The offer

Article 5 – The contract

Article 6 – Right of withdrawal

Article 7 – Obligations of the consumer during the cooling-off period

Article 8 – Exercise of the right of withdrawal by the consumer and costs thereof

Article 9 – Obligations of the entrepreneur in case of withdrawal

Article 10 – Exclusion of the right of withdrawal

Article 11 – The price

Article 12 – Compliance and additional guarantee

Article 13 – Delivery and execution

Article 14 – Duration transactions: duration, termination, and extension

Article 15 – Payment

Article 16 – Complaints procedure

Article 17 – Disputes

Article 18 – Industry guarantee

Article 19 – Additional or different provisions

Article 20 – Amendment of the General Terms and Conditions of Thuiswinkel

Article 1 – Definitions

In these conditions, the following is understood:

Supplementary agreement: an agreement whereby the consumer acquires products, digital content and/or services in connection with a distance contract and these goods, digital content and/or services are provided by the entrepreneur or by a third party based on an agreement between that third party and the entrepreneur;
Cooling-off period: the period during which the consumer can exercise his right of withdrawal;
Consumer: the natural person who is not acting for purposes related to his trade, business, craft or professional activity;
Day: calendar day;
Digital content: data produced and supplied in digital form;
Long-term contract: a contract that extends to the regular delivery of goods, services and/or digital content during a certain period;
Durable data carrier: any tool – including email – that enables the consumer or entrepreneur to store information that is personally addressed to him in a way that future consultation or use during a period that is aligned with the purpose for which the information is intended, and that allows unaltered reproduction of the stored information;
Right of withdrawal: the possibility for the consumer to waive the distance contract within the cooling-off period;
Entrepreneur: the natural or legal person who is a member of Thuiswinkel.org and who offers products, (access to) digital content and/or services to consumers at a distance;
Distance contract: a contract concluded between the entrepreneur and the consumer within the framework of an organized system for distance selling of products, digital content and/or services, whereby exclusive or joint use is made of one or more techniques for distance communication up to and including the conclusion of the contract;
Model withdrawal form: the European model withdrawal form included in Annex I of these conditions; Annex I does not have to be made available if the consumer has no right of withdrawal regarding his order;
Technology for distance communication: means that can be used for concluding a contract, without the consumer and entrepreneur having to have come together in the same space.

Article 2 – Identity of the entrepreneur

Entrepreneur's name: Caliber Europe B.V.

Trading under the name(s):

Caliber Europe B.V.

Business address:

Kortakker 10
4264AE, Veen

Telephone number: +31416699000

Accessibility:

From Monday to Friday from 09:00 to 17:00

Email address: support@caliber.nl

Chamber of Commerce number: 18127431

VAT number: NL009667969B01

Article 3 – Applicability

These general terms and conditions apply to every offer from the entrepreneur and to every distance contract that has been concluded between the entrepreneur and the consumer.
Before the distance contract is concluded, the text of these general terms and conditions will be made available to the consumer. If this is not reasonably possible, the entrepreneur will indicate before the distance contract is concluded how the general terms and conditions can be viewed at the entrepreneur's premises and that they will be sent free of charge to the consumer as soon as possible at the consumer's request.
If the distance contract is concluded electronically, contrary to the previous paragraph and before the distance contract is concluded, the text of these general terms and conditions can be made available to the consumer electronically in such a way that the consumer can easily store it on a durable data carrier. If this is not reasonably possible, it will be indicated before the distance contract is concluded where the general terms and conditions can be read electronically and that they will be sent electronically or otherwise free of charge at the consumer's request.
In the event that specific product or service conditions also apply in addition to these general terms and conditions, the second and third paragraphs shall apply accordingly and the consumer can always rely on the applicable provision that is most favorable to him in the event of conflicting conditions.

Article 4 – The offer

If an offer has a limited period of validity or is subject to conditions, this will be explicitly stated in the offer.
The offer contains a complete and accurate description of the offered products, digital content and/or services. The description is sufficiently detailed to enable a proper assessment of the offer by the consumer. If the entrepreneur uses images, they are a truthful representation of the offered products, services and/or digital content. Obvious mistakes or obvious errors in the offer do not bind the entrepreneur.
Every offer contains such information that it is clear to the consumer what the rights and obligations are that are attached to the acceptance of the offer.

Article 5 – The contract

The contract, subject to the provisions of paragraph 4, is concluded at the moment of acceptance by the consumer of the offer and compliance with the conditions set therein.
If the consumer has accepted the offer electronically, the entrepreneur will immediately confirm receipt of the acceptance of the offer electronically. As long as the receipt of this acceptance has not been confirmed by the entrepreneur, the consumer can dissolve the contract.
If the contract is concluded electronically, the entrepreneur will take appropriate technical and organizational measures to secure the electronic transfer of data and he will ensure a secure web environment. If the consumer can pay electronically, the entrepreneur will observe appropriate security measures.
Within legal frameworks, the entrepreneur can inform himself whether the consumer can meet his payment obligations, as well as all those facts and factors that are important for a responsible conclusion of the distance contract. If the entrepreneur has good grounds not to enter into the contract on the basis of this investigation, he is entitled to refuse an order or request or to attach special conditions to the execution.
The entrepreneur will send the following information with the product, service or digital content, in writing or in such a way that it can be stored by the consumer in an accessible manner on a durable medium:
the visiting address of the establishment of the entrepreneur where the consumer can go with complaints;
the conditions under which and the way in which the consumer can exercise the right of withdrawal, or a clear statement regarding the exclusion of the right of withdrawal;
the information about guarantees and existing service after purchase;
the price including all taxes of the product, service or digital content; where applicable the costs of delivery; and the way of payment, delivery or execution of the distance contract;
the requirements for termination of the contract if the contract has a duration of more than one year or is of indefinite duration;
if the consumer has a right of withdrawal, the model withdrawal form.

Article 6 – Right of withdrawal
For products:

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The consumer can dissolve a contract regarding the purchase of a product during a reflection period of 14 days without giving any reason. The entrepreneur may ask the consumer for the reason for withdrawal, but cannot oblige him to provide his reason(s).
The reflection period mentioned in paragraph 1 starts on the day after the consumer, or a third party designated by the consumer, who is not the carrier, has received the product, or:
if the consumer has ordered multiple products in the same order: the day on which the consumer, or a third party designated by him, has received the last product. The entrepreneur may, provided he has informed the consumer clearly about this prior to the ordering process, refuse an order of multiple products with different delivery times.
if the delivery of a product consists of multiple shipments or parts: the day on which the consumer, or a third party designated by him, has received the last shipment or the last part;
for agreements for regular delivery of products during a certain period: the day on which the consumer, or a third party designated by him, has received the first product.

For services and digital content that is not delivered on a tangible medium:
3. The consumer can dissolve a service agreement and an agreement for delivery of digital content that is not delivered on a tangible medium during 14 days without giving any reason. The entrepreneur may ask the consumer for the reason for withdrawal, but cannot oblige him to provide his reason(s).

The reflection period mentioned in paragraph 3 starts on the day following the conclusion of the agreement.

Extended reflection period for products, services, and digital content not delivered on a tangible medium in case of not informing about the right of withdrawal:

If the entrepreneur has not provided the consumer with the legally required information about the right of withdrawal or the model withdrawal form, the reflection period ends twelve months after the end of the original, according to the previous paragraphs of this article, established reflection period.
If the entrepreneur has provided the consumer with the information referred to in the previous paragraph within twelve months from the start date of the original reflection period, the reflection period expires 14 days after the day on which the consumer received that information.

Article 7 - Obligations of the consumer during the reflection period

During the reflection period, the consumer shall handle the product and its packaging with care. He will only unpack or use the product to the extent necessary to establish the nature, characteristics, and functioning of the product. The principle here is that the consumer may only handle and inspect the product as he would be allowed to do in a store.
The consumer is only liable for depreciation of the product resulting from a way of handling the product that goes beyond what is allowed in paragraph 1.
The consumer is not liable for depreciation of the product if the entrepreneur has not provided him with all legally required information about the right of withdrawal before or at the conclusion of the contract.

Article 8 - Exercise of the right of withdrawal by the consumer and costs thereof

If the consumer exercises his right of withdrawal, he shall notify the entrepreneur within the reflection period by means of the model withdrawal form or in another unequivocal manner.
As soon as possible, but within 14 days from the day following the notification referred to in paragraph 1, the consumer shall send back the product, or hand it over to (an agent of) the entrepreneur. This is not necessary if the entrepreneur has offered to collect the product himself. The consumer has observed the return period if he returns the product before the reflection period has expired.
The consumer returns the product with all accessories, if reasonably possible in original condition and packaging, and in accordance with the reasonable and clear instructions provided by the entrepreneur.
The risk and the burden of proof for the correct and timely exercise of the right of withdrawal lies with the consumer.
The consumer bears the direct costs of returning the product. If the entrepreneur has not reported that the consumer has to bear these costs or if the entrepreneur indicates to bear the costs himself, the consumer does not have to bear the costs of return.
If the consumer withdraws after first explicitly requesting that the performance of the service or the supply of gas, water, or electricity that are not made ready for sale in a limited volume or quantity begin during the reflection period, the consumer owes the entrepreneur an amount that is proportional to that part of the commitment fulfilled by the entrepreneur at the time of withdrawal, compared to the full fulfillment of the commitment.
The consumer bears no costs for the performance of services or the supply of water, gas, or electricity, which are not made ready for sale in a limited volume or quantity, or for the supply of district heating, if:
the entrepreneur has not provided the consumer with the legally required information about the right of withdrawal, the cost reimbursement in case of withdrawal, or the model withdrawal form; or
the consumer did not explicitly request the start of the performance of the service or supply of gas, water, electricity, or district heating during the reflection period.
The consumer does not bear any costs for the complete or partial delivery of digital content not delivered on a tangible medium, if:
he has not explicitly agreed to the start of the fulfillment of the agreement before the end of the reflection period;
he has not acknowledged losing his right of withdrawal upon granting his consent; or
the entrepreneur has failed to confirm this statement from the consumer.
If the consumer exercises his right of withdrawal, all additional agreements are terminated by operation of law.

Article 9 - Obligations of the entrepreneur in case of withdrawal

If the entrepreneur makes the notification of withdrawal by the consumer possible electronically, he shall send an acknowledgement of receipt of this notification without delay.
The entrepreneur shall refund all payments made by the consumer, including any delivery costs charged by the entrepreneur for the returned product, immediately but within 14 days following the day on which the consumer notifies him of the withdrawal. Unless the entrepreneur offers to collect the product himself, he may wait to refund until he has received the product or until the consumer proves that he has returned the product, whichever is earlier.
The entrepreneur uses the same means of payment that the consumer used, unless the consumer agrees to a different method. The refund is free of charge for the consumer.
If the consumer has opted for a more expensive method of delivery than the cheapest standard delivery, the entrepreneur does not have to reimburse the additional costs for the more expensive method.

Article 10 - Exclusion of the right of withdrawal

The entrepreneur can exclude the following products and services from the right of withdrawal, but only if the entrepreneur has clearly stated this in the offer, at least in time for the conclusion of the contract:

Products or services whose price is tied to fluctuations in the financial market over which the entrepreneur has no influence and which can occur within the withdrawal period
Agreements concluded during a public auction. A public auction means a sales method in which products, digital content, and/or services are offered by the entrepreneur to the consumer who is personally present or has the possibility to be personally present at the auction, under the supervision of an auctioneer, and where the successful bidder is obliged to take the products, digital content, and/or services;
Service agreements, after full performance of the service, but only if:
the performance has begun with the express prior consent of the consumer; and
the consumer has declared that he loses his right of withdrawal as soon as the entrepreneur has fully performed the contract;
Package travels as referred to in Article 7:500 of the Dutch Civil Code and agreements for passenger transport;
Service agreements for the provision of accommodation, if a specific date or period of performance is provided in the agreement and other than for residential purposes, goods transport, car rental services, and catering;
Agreements relating to leisure activities, if a specific date or period of performance thereof is provided in the agreement;
Products manufactured according to the consumer's specifications, which are not prefabricated and which are manufactured on the basis of an individual choice or decision of the consumer, or which are clearly intended for a specific person;
Products that spoil quickly or have a limited shelf life;
Sealed products that are not suitable for return for reasons of health protection or hygiene and whose seal has been broken after delivery;
Products that are irrevocably mixed with other products after delivery;
Alcoholic beverages whose price was agreed upon at the conclusion of the contract, but whose delivery can only take place after 30 days, and whose actual value depends on fluctuations in the market over which the entrepreneur has no influence;
Verzegelde audio-, video-opnamen en computerprogrammatuur, waarvan de verzegeling na levering is verbroken;
Kranten, tijdschriften of magazines, met uitzondering van abonnementen hierop;
De levering van digitale inhoud anders dan op een materiële drager, maar alleen als:
de uitvoering is begonnen met uitdrukkelijke voorafgaande instemming van de consument; en
de consument heeft verklaard dat hij hiermee zijn herroepingsrecht verliest.

Artikel 11 – De prijs

Gedurende de in het aanbod vermelde geldigheidsduur worden de prijzen van de aangeboden producten en/of diensten niet verhoogd, behoudens prijswijzigingen als gevolg van veranderingen in btw-tarieven.
In afwijking van het vorige lid kan de ondernemer producten of diensten waarvan de prijzen gebonden zijn aan schommelingen op de financiële markt en waar de ondernemer geen invloed op heeft, met variabele prijzen aanbieden. Deze gebondenheid aan schommelingen en het feit dat eventueel vermelde prijzen richtprijzen zijn, worden bij het aanbod vermeld.
Prijsverhogingen binnen 3 maanden na de totstandkoming van de overeenkomst zijn alleen toegestaan indien zij het gevolg zijn van wettelijke regelingen of bepalingen.
Prijsverhogingen vanaf 3 maanden na de totstandkoming van de overeenkomst zijn alleen toegestaan indien de ondernemer dit bedongen heeft en:
deze het gevolg zijn van wettelijke regelingen of bepalingen; of
de consument de bevoegdheid heeft de overeenkomst op te zeggen met ingang van de dag waarop de prijsverhoging ingaat.
De in het aanbod van producten of diensten genoemde prijzen zijn inclusief btw.

Artikel 12 – Nakoming overeenkomst en extra garantie

De ondernemer staat er voor in dat de producten en/of diensten voldoen aan de overeenkomst, de in het aanbod vermelde specificaties, aan de redelijke eisen van deugdelijkheid en/of bruikbaarheid en de op de datum van de totstandkoming van de overeenkomst bestaande wettelijke bepalingen en/of overheidsvoorschriften. Indien overeengekomen staat de ondernemer er tevens voor in dat het product geschikt is voor ander dan normaal gebruik.
Een door de ondernemer, diens toeleverancier, fabrikant of importeur verstrekte extra garantie beperkt nimmer de wettelijke rechten en vorderingen die de consument op grond van de overeenkomst tegenover de ondernemer kan doen gelden indien de ondernemer is tekortgeschoten in de nakoming van zijn deel van de overeenkomst.
Onder extra garantie wordt verstaan iedere verbintenis van de ondernemer, diens toeleverancier, importeur of producent waarin deze aan de consument bepaalde rechten of vorderingen toekent die verder gaan dan waartoe deze wettelijk verplicht is in geval hij is tekortgeschoten in de nakoming van zijn deel van de overeenkomst.

Artikel 13 – Levering en uitvoering

De ondernemer zal de grootst mogelijke zorgvuldigheid in acht nemen bij het in ontvangst nemen en bij de uitvoering van bestellingen van producten en bij de beoordeling van aanvragen tot verlening van diensten.
Als plaats van levering geldt het adres dat de consument aan de ondernemer kenbaar heeft gemaakt.
Met inachtneming van hetgeen hierover in artikel 4 van deze algemene voorwaarden is vermeld, zal de ondernemer geaccepteerde bestellingen met bekwame spoed doch uiterlijk binnen 30 dagen uitvoeren, tenzij een andere leveringstermijn is overeengekomen. Indien de bezorging vertraging ondervindt, of indien een bestelling niet dan wel slechts gedeeltelijk kan worden uitgevoerd, ontvangt de consument hiervan uiterlijk 30 dagen nadat hij de bestelling geplaatst heeft bericht. De consument heeft in dat geval het recht om de overeenkomst zonder kosten te ontbinden en recht op eventuele schadevergoeding.
Na ontbinding conform het vorige lid zal de ondernemer het bedrag dat de consument betaald heeft onverwijld terugbetalen.
Het risico van beschadiging en/of vermissing van producten berust bij de ondernemer tot het moment van bezorging aan de consument of een vooraf aangewezen en aan de ondernemer bekend gemaakte vertegenwoordiger, tenzij uitdrukkelijk anders is overeengekomen.

Artikel 14 – Duurtransacties: duur, opzegging en verlenging

Opzegging:

De consument kan een overeenkomst die voor onbepaalde tijd is aangegaan en die strekt tot het geregeld afleveren van producten (elektriciteit daaronder begrepen) of diensten, te allen tijde opzeggen met inachtneming van daartoe overeengekomen opzeggingsregels en een opzegtermijn van ten hoogste één maand.
De consument kan een overeenkomst die voor bepaalde tijd is aangegaan en die strekt tot het geregeld afleveren van producten (elektriciteit daaronder begrepen) of diensten, te allen tijde tegen het einde van de bepaalde duur opzeggen met inachtneming van daartoe overeengekomen opzeggingsregels en een opzegtermijn van ten hoogste één maand.
De consument kan de in de vorige leden genoemde overeenkomsten:
te allen tijde opzeggen en niet beperkt worden tot opzegging op een bepaald tijdstip of in een bepaalde periode;
tenminste opzeggen op dezelfde wijze als zij door hem zijn aangegaan;
altijd opzeggen met dezelfde opzegtermijn als de ondernemer voor zichzelf heeft bedongen.

Verlenging:

Een overeenkomst die voor bepaalde tijd is aangegaan en die strekt tot het geregeld afleveren van producten (elektriciteit daaronder begrepen) of diensten, mag niet stilzwijgend worden verlengd of vernieuwd voor een bepaalde duur.
In afwijking van het vorige lid mag een overeenkomst die voor bepaalde tijd is aangegaan en die strekt tot het geregeld afleveren van dag- nieuws- en weekbladen en tijdschriften stilzwijgend worden verlengd voor een bepaalde duur van maximaal drie maanden, als de consument deze verlengde overeenkomst tegen het einde van de verlenging kan opzeggen met een opzegtermijn van ten hoogste één maand.
Een overeenkomst die voor bepaalde tijd is aangegaan en die strekt tot het geregeld afleveren van producten of diensten, mag alleen stilzwijgend voor onbepaalde duur worden verlengd als de consument te allen tijde mag opzeggen met een opzegtermijn van ten hoogste één maand. De opzegtermijn is ten hoogste drie maanden in geval de overeenkomst strekt tot het geregeld, maar minder dan eenmaal per maand, afleveren van dag-, nieuws- en weekbladen en tijdschriften.
Een overeenkomst met beperkte duur tot het geregeld ter kennismaking afleveren van dag-, nieuws- en weekbladen en tijdschriften (proef- of kennismakingsabonnement) wordt niet stilzwijgend voortgezet en eindigt automatisch na afloop van de proef- of kennismakingsperiode.

Duur:

Als een overeenkomst een duur van meer dan een jaar heeft, mag de consument na een jaar de overeenkomst te allen tijde met een opzegtermijn van ten hoogste één maand opzeggen, tenzij de redelijkheid en billijkheid zich tegen opzegging vóór het einde van de overeengekomen duur verzetten.

Artikel 15 – Betaling

Voor zover niet anders is bepaald in de overeenkomst of aanvullende voorwaarden, dienen de door de consument verschuldigde bedragen te worden voldaan binnen 14 dagen na het ingaan van de bedenktermijn, of bij het ontbreken van een bedenktermijn binnen 14 dagen na het sluiten van de overeenkomst. In geval van een overeenkomst tot het verlenen van een dienst, vangt deze termijn aan op de dag nadat de consument de bevestiging van de overeenkomst heeft ontvangen.
Bij de verkoop van producten aan consumenten mag de consument in algemene voorwaarden nimmer verplicht worden tot vooruitbetaling van meer dan 50%. Wanneer vooruitbetaling is bedongen, kan de consument geen enkel recht doen gelden aangaande de uitvoering van de desbetreffende bestelling of dienst(en), alvorens de bedongen vooruitbetaling heeft plaatsgevonden.
De consument heeft de plicht om onjuistheden in verstrekte of vermelde betaalgegevens onverwijld aan de ondernemer te melden.
Indien de consument niet tijdig aan zijn betalingsverplichting(en) voldoet, is deze, nadat hij door de ondernemer is gewezen op de te late betaling en de ondernemer de consument een termijn van 14 dagen heeft gegund om alsnog aan zijn betalingsverplichtingen te voldoen, na het uitblijven van betaling binnen deze 14-dagen-termijn, over het nog verschuldigde bedrag de wettelijke rente verschuldigd en is de ondernemer gerechtigd de door hem gemaakte buitengerechtelijke incassokosten in rekening te brengen. Deze incassokosten bedragen maximaal: 15% over openstaande bedragen tot € 2.500,=; 10% over de daaropvolgende € 2.500,= en 5% over de volgende € 5.000,= met een minimum van € 40,=. De ondernemer kan ten voordele van de consument afwijken van genoemde bedragen en percentages.

Artikel 16 – Klachtenregeling

De ondernemer beschikt over een voldoende bekend gemaakte klachtenprocedure en behandelt de klacht overeenkomstig deze klachtenprocedure.
Klachten over de uitvoering van de overeenkomst moeten binnen bekwame tijd nadat de consument de gebreken heeft geconstateerd, volledig en duidelijk omschreven worden ingediend bij de ondernemer.
Bij de ondernemer ingediende klachten worden binnen een termijn van 14 dagen gerekend vanaf de datum van ontvangst beantwoord. Als een klacht een voorzienbaar langere verwerkingstijd vraagt, wordt door de ondernemer binnen de termijn van 14 dagen geantwoord met een bericht van ontvangst en een indicatie wanneer de consument een meer uitvoerig antwoord kan verwachten.
Een klacht over een product, dienst of de service van de ondernemer kan eveneens worden ingediend via een klachtenformulier op de consumentenpagina van de website van Thuiswinkel.org www.thuiswinkel.org. De klacht wordt dan zowel naar de betreffende ondernemer als naar Thuiswinkel.org gestuurd.
De consument dient de ondernemer in ieder geval 4 weken de tijd te geven om de klacht in onderling overleg op te lossen. Na deze termijn ontstaat een geschil dat vatbaar is voor de geschillenregeling.

Artikel 17 – Geschillen

Op overeenkomsten tussen de ondernemer en de consument waarop deze algemene voorwaarden betrekking hebben, is uitsluitend Nederlands recht van toepassing.
Geschillen tussen de consument en de ondernemer over de totstandkoming of uitvoering van overeenkomsten met betrekking tot door deze ondernemer te leveren of geleverde producten en diensten, kunnen, met inachtneming van het hierna bepaalde, zowel door de consument als de ondernemer worden voorgelegd aan de Geschillencommissie Thuiswinkel, Postbus 90600, 2509 LP te Den Haag (www.sgc.nl).
Een geschil wordt door de Geschillencommissie slechts in behandeling genomen, indien de consument zijn klacht eerst binnen bekwame tijd aan de ondernemer heeft voorgelegd.
Leidt de klacht niet tot een oplossing dan moet het geschil uiterlijk 12 maanden na de datum waarop de consument de klacht bij de ondernemer indiende, schriftelijk of in een andere door de Commissie te bepalen vorm bij de Geschillencommissie aanhangig worden gemaakt.
Wanneer de consument een geschil wil voorleggen aan de Geschillencommissie, is de ondernemer aan deze keuze gebonden. Bij voorkeur meldt de consument dit eerst aan de ondernemer.
Wanneer de ondernemer een geschil wil voorleggen aan de Geschillencommissie, zal de consument binnen vijf weken na een daartoe door de ondernemer schriftelijk gedaan verzoek, schriftelijk dienen uit te spreken of hij zulks ook wenst dan wel het geschil wil laten behandelen door de daartoe bevoegde rechter. Verneemt de ondernemer de keuze van de consument niet binnen de termijn van vijf weken, dan is de ondernemer gerechtigd het geschil voor te leggen aan de bevoegde rechter.
De Geschillencommissie doet uitspraak onder de voorwaarden zoals deze zijn vastgesteld in het reglement van de Geschillencommissie (www.degeschillencommissie.nl/over-ons/de-commissies/2404/thuiswinkel). De beslissingen van de Geschillencommissie geschieden bij wege van bindend advies.
De Geschillencommissie zal een geschil niet behandelen of de behandeling staken, indien aan de ondernemer surseance van betaling is verleend, deze in staat van faillissement is geraakt of zijn bedrijfsactiviteiten feitelijk heeft beëindigd, voordat een geschil door de commissie op de zitting is behandeld en een einduitspraak is gewezen.
Indien naast de Geschillencommissie Thuiswinkel een andere erkende of bij de Stichting Geschillencommissies voor Consumentenzaken (SGC) of het Klachteninstituut Financiële Dienstverlening (Kifid) aangesloten geschillencommissie bevoegd is, is voor geschillen betreffende hoofdzakelijk de methode van verkoop of dienstverlening op afstand de Geschillencommissie Thuiswinkel bij voorkeur bevoegd. Voor alle overige geschillen de andere erkende bij SGC of Kifid aangesloten geschillencommissie.

Artikel 18 – Branchegarantie

Thuiswinkel.org staat garant voor de nakoming van de bindende adviezen van de Geschillencommissie Thuiswinkel door haar leden, tenzij het lid besluit het bindend advies binnen twee maanden na de verzending ervan ter toetsing aan de rechter voor te leggen. Deze garantstelling herleeft, indien het bindend advies na toetsing door de rechter in stand is gebleven en het vonnis waaruit dit blijkt, in kracht van gewijsde is gegaan. Tot maximaal een bedrag van €10.000,- per bindend advies, wordt dit bedrag door Thuiswinkel.org aan de consument uitgekeerd. Bij bedragen groter dan €10.000,- per bindend advies, wordt €10.000,- uitgekeerd. Voor het meerdere heeft Thuiswinkel.org een inspanningsverplichting om ervoor te zorgen dat het lid het bindend advies nakomt.
Voor toepassing van deze garantie is vereist dat de consument een schriftelijk beroep hierop doet bij Thuiswinkel.org en dat hij zijn vordering op de ondernemer overdraagt aan Thuiswinkel.org. Indien de vordering op de ondernemer meer bedraagt dan €10.000,-, wordt de consument aangeboden zijn vordering voor zover die boven het bedrag van €10.000,- uitkomt over te dragen aan Thuiswinkel.org, waarna deze organisatie op eigen naam en kosten de betaling daarvan in rechte zal vragen ter voldoening aan de consument.

Artikel 19 – Aanvullende of afwijkende bepalingen

Aanvullende dan wel van deze algemene voorwaarden afwijkende bepalingen mogen niet ten nadele van de consument zijn en dienen schriftelijk te worden vastgelegd dan wel op zodanige wijze dat deze door de consument op een toegankelijke manier kunnen worden opgeslagen op een duurzame gegevensdrager.

Artikel 20 – Wijziging van de Algemene Voorwaarden Thuiswinkel

Thuiswinkel.org zal deze algemene voorwaarden niet wijzigen dan in overleg met de Consumentenbond.
Wijzigingen in deze voorwaarden zijn slechts van kracht nadat deze op daartoe geëigende wijze zijn gepubliceerd, met dien verstande, dat bij toepasselijke wijzigingen gedurende de looptijd van een aanbod de voor de consument meest gunstige bepaling zal prevaleren.

Thuiswinkel.org

www.thuiswinkel.org

Horaplantsoen 20, 6717 LT Ede

Bijlage I: Modelformulier voor herroeping

Modelformulier voor herroeping

(dit formulier alleen invullen en terugzenden wanneer u de overeenkomst wilt herroepen)

Aan: [ naam ondernemer]

[ geografisch adres ondernemer]

[ faxnummer ondernemer, indien beschikbaar]

[ e-mailadres of elektronisch adres van ondernemer]

Ik/Wij* deel/delen* u hierbij mede, dat ik/wij* onze overeenkomst betreffende

de verkoop van de volgende producten: [aanduiding product]*

de levering van de volgende digitale inhoud: [aanduiding digitale inhoud]*

de verrichting van de volgende dienst: [aanduiding dienst]*,

herroept/herroepen*

Besteld op*/ontvangen op* [datum bestelling bij diensten of ontvangst bij producten]
[Naam consumenten(en)]
[Adres consument(en)]
[Handtekening consument(en)] (alleen wanneer dit formulier op papier wordt ingediend)
[Datum]

* Doorhalen wat niet van toepassing is of invullen wat van toepassing is.

Klachtenafhandeling
Ben je niet tevreden met de afhandeling van jouw klacht? Dan kun je deze voorleggen aan de Geschillencommissie Thuiswinkel, Postbus 90600, 2509 LP te Den Haag (www.sgc.nl). Ook kun je jouw klacht voorleggen aan de Geschillencommissie via het Europees ODR Platform (http://ec.europa.eu/consumers/odr/).

Translate to english, keep html ChatGPT ! Here's the translation of the provided Dutch text into English: html Copy code

Sealed audio, video recordings, and computer software, whose seal has been broken after delivery;
Newspapers, magazines, or journals, except for subscriptions to them;
The delivery of digital content other than on a tangible medium, but only if:
the execution has begun with the explicit prior consent of the consumer; and
the consumer has declared that he thereby loses his right of withdrawal.

Article 11 – The Price

During the validity period mentioned in the offer, the prices of the offered products and/or services shall not be increased, except for price changes resulting from changes in VAT rates.
Notwithstanding the previous clause, the entrepreneur may offer products or services whose prices are subject to fluctuations in the financial market over which the entrepreneur has no influence, at variable prices. This binding to fluctuations and the fact that any stated prices are indicative prices, will be mentioned in the offer.
Price increases within 3 months after the conclusion of the contract are only allowed if they are the result of statutory regulations or provisions.
Price increases from 3 months after the conclusion of the contract are only allowed if the entrepreneur has stipulated this and:
they are the result of statutory regulations or provisions; or
the consumer has the authority to cancel the contract on the day the price increase takes effect.
The prices mentioned in the offer of products or services include VAT.

Article 12 – Performance of the agreement and extra guarantee

The entrepreneur ensures that the products and/or services comply with the agreement, the specifications stated in the offer, reasonable requirements of reliability and/or usability, and the existing legal provisions and/or government regulations on the date the agreement was concluded. If agreed upon, the entrepreneur also ensures that the product is suitable for other than normal use.
An extra guarantee provided by the entrepreneur, his supplier, manufacturer, or importer never limits the legal rights and claims that the consumer can assert against the entrepreneur under the contract if the entrepreneur has failed to fulfill his part of the agreement.
Extra guarantee is defined as any commitment by the entrepreneur, his supplier, importer, or producer in which he grants certain rights or claims to the consumer that go beyond what he is legally required to do in case he has failed to fulfill his part of the agreement.

Article 13 – Delivery and execution

The entrepreneur will observe the greatest possible care when receiving and executing product orders and when assessing requests for the provision of services.
The place of delivery is the address that the consumer has made known to the entrepreneur.
Subject to what is stated in Article 4 of these general terms and conditions, the entrepreneur will execute accepted orders expeditiously but no later than within 30 days, unless a different delivery period has been agreed upon. If delivery is delayed, or if an order cannot be executed or only partially executed, the consumer will be notified of this no later than 30 days after placing the order. In such cases, the consumer has the right to terminate the contract without costs and the right to possible compensation.
After dissolution in accordance with the previous paragraph, the entrepreneur will refund the amount paid by the consumer without delay.
The risk of damage and/or loss of products rests with the entrepreneur until the moment of delivery to the consumer or a pre-designated and announced representative to the entrepreneur, unless explicitly agreed otherwise.

Article 14 – Duration transactions: duration, cancellation, and extension

Cancellation:

The consumer can terminate an agreement entered into indefinitely, which extends to the regular delivery of products (including electricity) or services, at any time observing the agreed cancellation rules and a notice period of at most one month.
The consumer can terminate a contract entered into for a definite period, which extends to the regular delivery of products (including electricity) or services, at any time towards the end of the fixed period observing the agreed cancellation rules and a notice period of at most one month.
The consumer can terminate the agreements mentioned 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 way as they were entered into by him;
always terminate them with the same notice period as the entrepreneur has stipulated for himself.

Extension:

A contract entered into for a definite period, which extends to the regular delivery of products (including electricity) or services, may not be automatically extended or renewed for a fixed duration.
Notwithstanding the previous paragraph, a contract entered into for a definite period, which extends to the regular delivery of daily, news, and weekly newspapers and magazines, may be silently extended for a fixed duration of a maximum of three months, if the consumer can terminate this extended contract at the end of the extension with a notice period of at most one month.
A contract entered into for a definite period, which extends to the regular delivery of products or services, may only be automatically extended for an indefinite period if the consumer can terminate it at any time with a notice period of at most one month. The notice period is at most three months if the contract extends to the regular, but less than monthly, delivery of daily, news, and weekly newspapers and magazines.
A limited-duration contract for the regular introduction of daily, news, and weekly newspapers and magazines (trial or introductory subscription) is not silently continued and ends automatically 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 with a notice period of at most one month, unless reasonableness and fairness oppose termination before the end of the agreed duration.

Article 15 – Payment

Unless otherwise stipulated in the agreement or supplementary conditions, the amounts owed by the consumer should be paid within 14 days after the commencement of the reflection period, or in the absence of a reflection period within 14 days after concluding the agreement. In the case of an agreement to provide a service, this period starts on the day after the consumer receives confirmation of the agreement.
In the sale of products to consumers, the consumer may never be obliged in general terms and conditions to pay more than 50% in advance. Where advance payment is stipulated, the consumer cannot assert any rights regarding the execution of the respective order or service(s), before the stipulated advance payment has been made.
The consumer has the duty to report inaccuracies in provided or stated payment details immediately to the entrepreneur.
If the consumer does not meet his payment obligation(s) in time, after being informed by the entrepreneur of the late payment and the entrepreneur has granted the consumer a period of 14 days to meet his payment obligations, after the failure to pay within this 14-day period, the legal interest is due on the amount still owed and the entrepreneur is entitled to charge the extrajudicial collection costs incurred by him. These collection costs amount to a maximum of: 15% on outstanding amounts up to € 2,500; 10% on the following € 2,500 and 5% on the following € 5,000, with a minimum of € 40. The entrepreneur can deviate from these amounts and percentages for the benefit of the consumer.

Article 16 – Complaints procedure

The entrepreneur has a sufficiently publicized complaints procedure and handles the complaint in accordance with this complaints procedure.
Complaints about the execution of the contract must be submitted to the entrepreneur fully and clearly described within a reasonable time after the consumer has observed the defects.
Complaints submitted to the entrepreneur will be answered within a period of 14 days from the date of receipt. If a complaint is expected to require a longer processing time, the entrepreneur will respond within 14 days with an acknowledgment of receipt and an indication of when the consumer can expect a more detailed answer.
A complaint about a product, a service, or the service of the entrepreneur can also be submitted via a complaint form on the consumer page of the Thuiswinkel.org website www.thuiswinkel.org. The complaint is then sent both to the concerned entrepreneur and to Thuiswinkel.org.
The consumer must give the entrepreneur at least 4 weeks to resolve the complaint in mutual consultation. After this period, a dispute that is subject to the dispute settlement becomes.

Article 17 – Disputes

Contracts between the entrepreneur and the consumer to which these general terms and conditions relate are exclusively governed by Dutch law.

Disputes between the consumer and the entrepreneur regarding the formation or execution of contracts relating to products and services to be delivered or delivered by this entrepreneur can, subject to the following, be submitted by both the consumer and the entrepreneur to the Disputes Committee Thuiswinkel, Postbus 90600, 2509 LP in The Hague (www.sgc.nl).
A dispute will only be considered by the Disputes Committee if the consumer has first submitted his complaint to the entrepreneur within a competent time.
If the complaint does not lead to a solution, then the dispute must be submitted in writing or in another form to be determined by the Committee to the Disputes Committee no later than 12 months after the date on which the consumer submitted the complaint to the entrepreneur.
When the consumer wishes to submit a dispute to the Disputes Committee, the entrepreneur is bound by this choice. The consumer preferably reports this first to the entrepreneur.
When the entrepreneur wishes to submit a dispute to the Disputes Committee, the consumer must within five weeks after a written request made by the entrepreneur, declare in writing whether he also wishes this or wants the dispute to be handled by the competent court. If the entrepreneur does not hear the choice of the consumer within the period of five weeks, then the entrepreneur is entitled to submit the dispute to the competent court.
The Disputes Committee makes a decision under the conditions as established in the regulations of the Disputes Committee (www.degeschillencommissie.nl/over-ons/de-commissies/2404/thuiswinkel). The decisions of the Disputes Committee are made by way of binding advice.
The Disputes Committee will not deal with a dispute or will stop the treatment if the entrepreneur has been granted a suspension of payment, has become bankrupt or has actually ended his business activities, before a dispute has been dealt with by the committee at the hearing and a final judgment has been given.
If, in addition to the Disputes Committee Thuiswinkel, another recognized or affiliated disputes committee at the Foundation for Consumer Complaints Committees (SGC) or the Financial Services Complaints Institute (Kifid) is competent, for disputes mainly concerning the method of sale or service at a distance, the Disputes Committee Thuiswinkel is preferably competent. For all other disputes, the other recognized disputes committee affiliated with SGC or Kifid.

Article 18 – Industry Guarantee

Thuiswinkel.org guarantees the fulfillment of the binding advices of the Disputes Committee Thuiswinkel by its members, unless the member decides to submit the binding advice to the court for review within two months after its dispatch. This guarantee is revived if the binding advice has been upheld after review by the court and the judgment that indicates this has become final. Up to a maximum amount of €10,000 per binding advice, this amount will be paid out by Thuiswinkel.org to the consumer. For amounts greater than €10,000 per binding advice, €10,000 will be paid out. For the excess, Thuiswinkel.org has an obligation to ensure that the member complies with the binding advice.
For the application of this guarantee, it is required that the consumer makes a written appeal to Thuiswinkel.org and that he transfers his claim on the entrepreneur to Thuiswinkel.org. If the claim on the entrepreneur exceeds €10,000, the consumer will be offered to transfer his claim for the amount exceeding €10,000 to Thuiswinkel.org, after which this organization will legally request the payment thereof in satisfaction to the consumer.

Article 19 – Additional or Different Provisions

Additional or deviating provisions from these general terms and conditions may not be to the detriment of the consumer and should be recorded in writing or in such a way that they can be stored by the consumer in an accessible manner on a durable data carrier.

Article 20 – Modification of the General Terms and Conditions Thuiswinkel

Thuiswinkel.org will not change these general terms and conditions other than in consultation with the Consumer Association.
Changes in these conditions are only effective after they have been published in an appropriate manner, provided that, in the case of applicable changes during the term of an offer, the most favorable provision for the consumer will prevail.

Thuiswinkel.org

www.thuiswinkel.org

Horaplantsoen 20, 6717 LT Ede

Annex I: Model Form for Withdrawal

Model Form for Withdrawal

(only fill in and return this form when you want to revoke the agreement)

To: [name of entrepreneur]

[geographic address of the entrepreneur]

[fax number of the entrepreneur, if available]

[email address or electronic address of the entrepreneur]

I/We* hereby inform you that I/We* revoke our agreement regarding

the sale of the following products: [designation product]*

the delivery of the following digital content: [designation digital content]*

the performance of the following service: [designation service]*,

revoked/revoke*

Ordered on*/received on* [date of order for services or receipt for products]
[Name of consumer(s)]
[Address of consumer(s)]
[Signature of consumer(s)] (only when this form is submitted on paper)
[Date]

* Cross out what does not apply or fill in what is applicable.

Complaints Handling
If you are not satisfied with the handling of your complaint, you can submit it to the Disputes Committee Thuiswinkel, Postbus 90600, 2509 LP in The Hague (www.sgc.nl). You can also submit your complaint to the Disputes Committee via the European ODR Platform (http://ec.europa.eu/consumers/odr/).

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