Customer service

Do you need help with your order or have any other questions? Our support team is here for you!

Phone
You can contact us by phone Monday through Friday from 8:30 to 17:00.
Phone number: +31 (0)172-611502

Email
You can contact us by email 24/7. You can send your questions or comments to support@boska.com. Our support team will answer your email as quickly as possible.

Contact form
You can also fill in our contact form. We will get back to you as quickly as possible. 

 

Visit our showroom
Are you one of our business clients? We would be delighted to welcome you to our showroom in Bodegraven in the Netherlands! Just make sure to schedule an appointment beforehand, so that we can set aside enough time for you.

You can do this by email to backoffice@boska.com or by calling us at +31 (0)172 611502. Together we can find a suitable date and time. See you soon!

You can visit us at the following adress:
Boska Holland
Spanjeweg 8
2411 PX Bodegraven
The Netherlands

Placing an order in our webshop is quick and easy. You can place an online order in just a couple of simple steps. If you have any questions or need help with your order, you can contact our support team.

Stock status
On the collection page you can see which products are in stock (green add to cart buttons) and which products are not in stock (grey buttons). On the product page there is also a stock notification together with an indication of the delivery time.

Add product to the cart
You can add a product to the cart by clicking on the green add to cart button. After clicking on the button, a pop-up will appear on the top right of your screen (or in the middel on mobile). Click on "View cart" to check your cart or click on "continue shopping" to shop for more products. You can adjust the order quantity for ech product on the product page or in the cart.

Check your cart
On the top right of your screen you see the cart icon with the number of items you have added to the cart. Click on the icon to go to the cart. You can check the content of your cart and make adjustments here before you go to the checkout. 

Place order
Click on "Check out" in the cart to go the checkout page. Log in if you already have an account or fill in your name and shipping address. After that, you can choose a shipping option and a payment method. If you prefer a different billing address you can change this in the final step. To place the order you click on the button "Complete order".

Paying online in our webshop is simple and safe. We accept multiple payment methods. All payments go through a secured connection from Mollie. In the checkout you can choose one of the following payment methods.


     
Credit card is the most used payment method online worldwide. You can pay with your Mastercard, VISA or American Express credit card in our webshop. We do not charge additional costs for this payment method.



iDEAL is the most used online payment method in the Netherlands and is completely integrated with the online platforms from all big banks: ABN AMRO, ASN Bank, bunq, ING, Knab, Rabobank, RegioBank, SNS Bank, Triodos Bank and Van Lanschot Bankiers. We do not charge additional costs for this payment method.



You can use your PayPal account as a digital wallet. It is a safe platform where you can keep all your payment methods and use them to pay online. You only need your PayPal e-mail and your password. We do not charge additional costs for this payment method.

Especially for our Belgian customers we offer Bancontact. This is the most popular online payment method in Belgium. We do not charge additional costs for this payment method.

Carrier
Your order wil be shipped with DHL.

Delivery time
The average delivery time will be 3 to 5 working days. This wil depend on the country you want to ship to. Below you see all countries we can ship to with the shipping costs.

Country	Delivery costs
Austria	€ 15,95
Belgium	€ 4,95
Bosnia and Herzegovina	€ 26,95
Bulgaria	€ 36,95
Croatia	€ 27,95
Czech Republic	€ 14,95
Denmark	€ 17,95
Estonia	€ 25,95
Finland	€ 20,95
France	€ 7,95
Germany	€ 4,95 (Free from €75)
Greece	€ 32,95
Hungary	€ 15,95
Ireland	€ 23,95
Italy	€ 18,95
Latvia	€ 26,95
Liechtenstein	€ 27,95
Lithuania	€ 26,95
Luxembourg	€ 17,95
Poland	€ 18,95
Portugal	€ 19,95
Romania	€ 31,95
Slovakia	€ 16,95
Slovenia	€ 30,95
Spain	€ 19,95
The Netherlands	€ 3,95 (Free from €20)
Sweden	€ 27,95
United Kingdom	Due to the Brexit it is unfortunately not possible for BOSKA to ship to the UK. We are trying hard to fix this. Please stay tuned, we will be back soon!

 

Not satisfied with one of the products you ordered? No problem, you can send it back to us for free.

How to return?

• Send an e-mail to returns@boska.com
• You will receive a return form and RMA number
• Fill out the return form and add this to the package
• At the bottom of the return form you will find a shipping label
• Stick this on the package and drop it off at the closest service point
• When we receive the return this will be processd as soon as possible

Reflection period
You can return any product within 30 days free of charge. Both product and packaging need to be undamaged.

Exchange product
You can not exchange products through the webshop. Off course you can return a product and buy directly a new product in the webshop.

Return payment
After we received the returned product(s), we will pay back the amount of the product(s). We will do this within 14 days through the payment method you used in the checkout. We will only pay back the original shipping costs when you return the complete order. 

Received a damaged product?
Contact our support team or send an e-mail with a picture of the damaged product. We will send you a new product when the complaint is well founded.

Register your Food Tool for an extra long guarantee
Register your BOSKA Food Tool now and get a lifetime guarantee*. You can register at the same time to become a BOSKA Friend with Benefits for even more advantages (optional).

Is your Food Tool broken or damaged?
Let us know! If you experience problems with the quality of our products after purchase, we will look for a suitable solution together with you.

Why BOSKA offers a lifetime guarantee
At BOSKA, we believe high-quality products are synonymous with sustainability. In other words, Quality = Sustainability. After all, if your product lasts a lifetime, you'll never have to buy a new one. This is part of BOSKA's efforts to minimize our impact on the environment.

To achieve this, we continuously work to improve the quality of our products. Our ultimate goal is to offer a lifetime guarantee on every product in our range*.

What does this mean for you?
It means that you can use your BOSKA product for your entire life without having to worry about it becoming defective. But should this happen, we will look for a suitable solution together with you**. Make sure that you always register your Food Tool beforehand or on purchase (see below). This way, you will be able to enjoy your BOSKA Food Tools without worry and the information you provide will help us improve our products further.

*A few exceptions – 10-year warranty instead of lifetime guarantee
We've already made significant progress towards achieving our goal. For a few products, we are still hard at work trying to find a solution, such as a particular type of material or functionality that would enable us to offer a lifetime guarantee. All the same, BOSKA guarantees exceptional quality when it comes to every one of these products. That is why, for these products, we offer an additional eight years on top of the mandatory two-year warranty. In other words, a ten-year warranty applies to these products. There are, however, a few exceptions to products with electronic parts (two years) and products that are used up or depleted during their consumption, such as the Toastabags® (two years).

How long is the warranty on my Food Tool?
Curious about the warranty on your product? This can be found on the product page on this website and on the product packaging. Claim your warranty now! Together we can help prevent a mountain of waste and make the world a better place.

**Terms and conditions

• Incorrect use or accidental breakage of our products are not covered by the warranty.
• The warranty applies when our products are used correctly and according to the operating and maintenance instructions. These instructions can be found inside the packaging or online. Here are a few examples of these instructions:
• Do not place wooden products in the dishwasher or refrigerator.
• Do not let metal such as stainless steel sit in water, as this will cause rust.
• Do not let Fondue Burners burn unsupervised or place them near flammable materials.
• Allow products with heating elements, burners and tea lights to fully cool before touching or moving them.
• Be careful with breakable products.

 

If you have any complaints about our products or service, we are genuinely sorry.  Please either contact us by telephone (+31 (0)172-611502 - local charges apply) or fill in our contact form so that we can be of assistance as quickly as possible. 

In order to help us provide prompt and appropriate assistance, please include the following information:

• Name
• E-mail adress
• Telephone number
• Client or order number
• Complaint description

We will process your complaint and get back to you within five working days. either by email or by telephone.

If you are not satisfied with how Boska responds to your complaint, you can contact the Thuiswinkel Disputes Committee or the European Online Dispute Platform (ODR). 

Your personal data. You will leave personal data on our website (https://en.boska.com) whenever you want to order something or request information. However, we can imagine that you would like to know why we ask for your personal data on our website and what we do with it. We will answer the questions we think you might have below. If you have any other questions after reading this Privacy Statement, please contact us via our customer service team. 

Who are we?
We are Bos Kaasgereedschappen BV, based at Spanjeweg 8 in (2411 PX) Bodegraven and registered with the chamber of commerce under number 29039753. We are the controller of personal data, as referred to in the European General Data Protection Regulation (GDPR). When processing your personal data, we observe the obligations set out in the GDPR.

Very safe
We use the very latest technologies to secure all of the data that you leave on our website. Anyone with no justified interest in your data will simply not be able to access it. If we pass on your data to another party – you will read below why and when we do this – we will require the party in question to handle your data with just as much care as we do and also only to use it for the purpose for which it has been provided with the data in question. If you believe that this is not the case, please let us know via our customer service team.

What do we do with your data?
We use your data for a number of different purposes. For example, in relation to the fulfillment of your order, for purposes for which you have given us your consent or for purposes that we feel are important. The various purposes are outlined below and involve the use of data received from you, but also data that we have collected ourselves. For example, data about your visit to our website. 

1. Performance of the agreement

Delivering your order
We will need your name, e-mail address, address or addresses, payment details and telephone number to be able to complete your order. This data enables us to deliver your order and also provide you with up-to-date order information.

Your account
The following are examples of the information we save in your account on our website: your name, address or addresses, telephone number, e-mail address, delivery details, age, language, invoices and orders. This is very useful, as it means that you only have to enter this data once. We also retain data about orders you have placed in the past (including the corresponding invoices), making it easy for you to find them.

Customer Service
You can call us, use the contact form on the website, contact us via social media or send an e-mail to our customer service team. We use the personal data and information that you provide to respond quickly to your questions. We process both to be able to handle your questions and/or complaints and to provide you with the level of service you are right to expect.

Competitions
If you take part in promotions or competitions, we will ask you for your name, address, e-mail address and sometimes your age and date of birth too. This enables us to apply promotions and announce the names of competition winners.

Credit
If you buy articles that you do not want to pay for straight away, we can check your creditworthiness (whether ourselves or via third parties) and see whether you are eligible for credit. This may involve the use of external agencies; see our general terms and conditions (Article 5(4)) for more information. We may pass on your data to these external agencies as part of the credit check and they will only be permitted to use your data for this specific purpose. We may call you to remind you that an invoice has not been paid yet too. We may also pass on your data to a collection agency and/or bailiff to collect unpaid invoice amounts on our behalf.

2. Processing with your consent

E-mail newsletters (opt-out)
If you have ordered products on our website, we will use your name and e-mail address to send you our weekly newsletter containing information about similar Boska products and services, unless you have indicated that you do not wish to receive these e-mails.

E-mail newsletters (opt-in)
We will also use your name and e-mail address to send you our weekly e-mail newsletter if you have given us your consent to do so in any other manner.
If you do not wish to receive newsletters from us any more, unsubscribe here. It's that simple!

Reviews
We love reviews and our customers do too. If you would like to write a review, you can decide whether or not you want your personal data to be visible to other visitors. We keep a record of who writes which reviews. Review data will be visible while a review remains on the website. You are free to withdraw your consent in this respect at any time.

3. Processing for our justified interest

Improvement of our store and service
We continually strive to improve our services, because of which we may use your data to ask you whether you would like to take part in voluntary customer or market research. This research is always anonymous and it is never possible to trace results back to you.

Fraud
No-one likes fraud, which is why we use data to investigate, avoid and combat fraud.

Social media
Although we do not have any access to your social media accounts, you may share articles that you like or think are useful or handy with your friends. If you ask us a question via social media and we see it, we will retain your message and account name so that we are able to respond to your message.

Who do we share your data with?
We do not provide personal data to third parties, except where we are required to do so by a statutory provision.

We may also use the services of other service providers for some activities. For example, if a product that you have ordered needs to be paid for, delivered or repaired. We also bring in service providers in relation to our customer service, to do research on the improvement of our services, for fraud investigations or credit checks. These service providers (so-called processors) process personal data solely as instructed by us. We have entered into a data processor agreement with these parties, in which the service provider is required to comply with all legal obligations imposed on them by legislation and this privacy policy. Please contact the customer service team for more information about the service providers that process personal data on our behalf.

How long do we retain your personal data?
We will not process your personal data any longer than necessary for the purpose for which it is being processed.

For example, all personal data that is necessary for the delivery of the products and the fulfillment of the obligations ensuing from the sales contract will be retained as long as necessary. For example, for the duration of the warranty period or for the fulfillment of the obligations arising for us from tax legislation (seven years).

The personal data in your account will be retained while you have an account with us. You will always have the right to close your account.

If we use your personal data to send you our e-mail newsletter, we will process the corresponding personal data until you withdraw your consent for us to do so. You will always have the right to withdraw your consent, either by unsubscribing here or via the unsubscribe link in the newsletter.

If it is no longer necessary for us to retain personal data for the reasons indicated above, we will delete or anonymize it, except where we are required to retain certain personal data longer (i) by law (tax legislation (seven years), for example) or (ii) by virtue of a burden of proof (in the field of e-mail marketing, for example). In which case, only the personal data specifically necessary for the purpose in question during the retention period will be retained.

What are your rights?
You can ask to access, change, delete or receive your personal data via our customer service team. Unfortunately, there are situations in which we will not be able to comply your request. We will always explain the reason in question when this is the case. If you would like to receive your personal data from us and we agree, we will transfer it to you, or to another party designated by you, in a structured, commonly used and machine-readable format.

If you would like to withdraw your consent or object to the (further) processing of your personal data, please feel free to contact our customer service team about this. You can also withdraw your consent via your account.

We will delete your personal data after receiving your objection, unless we are required to retain it by virtue of mandatory, justified grounds or a legal obligation. If this is the case, we will notify you and explain our reasoning.

If you have any complaints about how we process your personal data or handle your request, please contact our customer service team. If you are unable to resolve your complaint with the customer service team, you could choose to exercise your right to submit a complaint to the Dutch Data Protection Authority (Autoriteit Persoonsgegevens (www.autoriteitpersoonsgegevens.nl)) or appeal to the competent court.

Updates
This privacy policy may be updated at any time. If we make any changes to it, the updated version will be announced and available on the website or by e-mail at least one month before it enters into effect. We advise you to check the privacy policy on a regular basis. If you do not agree to any of the changes made, you have the right to ask us to delete your personal data.

THIRD-PARTY WEBSITES
Our website may contain hyperlinks to third-party websites. We are not responsible for these websites and advise you to carefully study the privacy policy applied to these websites.

Bodegraven (NL), May 26, 2018 

Although the utmost care has been taken in compiling and producing this website, Boska Holland cannot give any guarantees as to the factual accuracy of the information provided.

In the case of absent evidence of gross negligence, Boska Holland does not accept liability for damage, either direct or indirect, resulting from the presence of possible inaccuracies or incompleteness of the information available on the website.

All prices on the website are in euros, including 21% VAT unless otherwise indicated. The information on this website is liable to change, including the prices and specifications of the products. All trademarks and photos are property of their respective owners. The displayed pictures and diagrams are only used as illustrations and may differ from the actual products.

Registered address
Spanjeweg 8
2411 PX Bodegraven
The Netherlands

Post office box
P.O. Box 110
2410 AC Bodegraven
The Netherlands

Reachability
Monday through Friday 8:30 to 17:00 (Central European Time)
Telephone: +31 (0)172-611502
Email: support@boska.com

Dutch Chamber of commerce number
29039753

VAT number
NL801907962B01

Article 1 – Definitions

The following definitions apply in these terms and conditions:

1. Withdrawal period: the period within which the consumer can make use of his right of withdrawal;
2. Consumer: the natural person whose action is not within the course of a profession or business and who
enters into an distance contract with the trader;
3. Day: calendar day;
4. Extended duration transaction: a distance contract that relates to a series of products and/or services,
whereby the obligation to supply and/or purchase is spread over a period of time;
5. Durable medium: every means that enables the consumer or trader to store information that is addressed to
him in person in a way that facilitates future consultation and unaltered reproduction of the stored information;
6. Right of withdrawal: the possibility for the consumer to waive the distance contract within the withdrawal
period;
7. Trader the natural or legal person who is a member of the Dutch Thuiswinkel Organization and who offers
products and/or services to consumers from a distance;
8. Distance contract: an contract whereby sole use is made of one or more techniques for distance
communication within the framework of a system organized by the trader for the distance sale of products and/or
services, up to and including the moment that the contract is concluded;
9. Technique for distance communication: means that can be used for concluding an contract, without the
consumer and trader being in the same place at the same time.

Article 2 – Identity of the trader

Name trader: Bos Kaasgereedschappen B.V.
Registered address: Spanjeweg 8, 2411 PX Bodegraven, The Netherlands

Telephone number: 0031-1726-11502 (09:00-17:00)
E-mail address: support@boska.com
Chamber of Commerce number:29039753
VAT identification number:NL801907962B01

Should the activity of the trader be subject to a relevant licensing system: the data of the supervising authority;

Should the trader practice a regulated profession:

• The professional association or organization with which he is affiliated;
• The professional title, the town/city in the EU or EEA where this was granted;
• A reference to the professional rules that apply in the Netherlands and instructions as to where and how these professional rules can be accessed.

Article 3 – Applicability

• These general terms and conditions apply to every offer made by an trader and to every distance contract that is realised between an trader and a consumer.
• Prior to the conclusion of a distance contract, the text of these general terms and conditions will be made available to the consumer. If this is not reasonably possible, the trader will indicate, before the distance contract is concluded, that the general terms and conditions are available for inspection at the trader’s premises and that they will be sent free of charge to the consumer, as quickly as possible, at the consumer’s request.
• If the distance contract is concluded electronically, then, contrary to the previous paragraph, and before the distance contract is concluded, the consumer will be provided with the text of these general terms and conditions electronically, in such a way that the consumer can easily store them on a durable data carrier. If this is not reasonably possible, then before concluding the distance contract, the trader will indicate where the general terms and conditions can be inspected electronically and that at his request they will be sent to the consumer free of charge, either electronically or in some other way.
• In cases where specific product or service-related terms and conditions apply in addition to these general terms and conditions, the second and third paragraphs apply by analogy and the consumer can always invoke the applicable condition that is most favorable to him in the event of incompatible general terms and conditions.

Article 4 – The offer
1. If an offer is subject to a limited period of validity or is made subject to conditions, this will be explicitly mentioned in the offer.
2. The offer contains a complete and accurate description of the products and/or services being offered.The description is sufficiently detailed to enable the consumer to make a proper assessment of the offer. If the trader makes use of illustrations, these will be a true representation of the products and/or services
being offered. The trader is not bound by obvious errors or mistakes in the offer.
3. Every offer will contain such information that makes it clear to the consumer what rights and obligations are involved in accepting the offer. This includes, in particular:
a. the price, including taxes;
b. any costs of delivery;
c. the way in which the contract shall be concluded and which actions this will require;
d. whether or not the right of withdrawal applies;
e. the method of payment, delivery and implementation of the contract;
f. the period for accepting the offer or the period for which the trader guarantees the price;
g. the size of the tariff for distance communication, if the costs of using the technique for distance communication are calculated on some other basis than the regular basic tariff for the chosen communication technique;
h. if a contract is filed subsequent to its conclusion, and if so, the way in which this can be accessed by the consumer;
i. the way in which the consumer can obtain information about the data he has provided for in the course of the contract, as well as the way he can rectify these before the contract is concluded
j. the languages in which, in addition to Dutch, the contract can be concluded;
k. the behavioral codes to which the trader is subject and the way in which the consumer can consult these behavioral codes electronically; and
l. the minimum duration of the distance contract, in the event of a contract that involves the continual or periodical supply of products or services.

Article 5 – The contract

• The contract will be concluded, subject to that which is stipulated in paragraph 4, at the moment at which the consumer accepts the offer and the conditions thereby stipulated have been fulfilled.
• If the consumer has accepted the offer electronically, the trader will immediately confirm receipt of acceptance of the offer electronically. The consumer can dissolve the contract as long as this acceptance has not been confirmed by the trader.
• If the contract is concluded electronically, the trader will take suitable technical and organizational measures to secure the electronic transfer of data and he will ensure a safe web environment. If the consumer is able to pay electronically, the trader will take suitable security measures.
• The trader may obtain information – within statutory frameworks – about the consumer’s ability to fulfill his payment obligations, as well as about facts and factors that are important for the responsible conclusion of the distance contract. If that research gives the trader proper grounds for declining to conclude the contract, then he has a right, supported by reasons, to reject an order or application or to bind its implementation to special conditions.
• Together with the product or service, the trader will send to the consumer the following information, in writing, or in such a way that the consumer can store it on an accessible durable medium:The office address of the trader’s business location where the consumer can lodge complaints;
• The conditions under which the consumer can make use of the right of withdrawal and the method for so doing, or a clear statement relating to the exclusion of the right of withdrawal;
• Information on guarantees and existing after-sales service;
• The data included in article 4, paragraph 3 of these conditions, unless the trader has already provided the consumer with these prior to concluding the contract;
• The requirements for terminating the contract, if the duration of the contract exceeds one year or is indefinite.
• In case of a extended duration contract, the stipulation in the previous paragraph applies only to the first delivery.

Article 6 – Right of withdrawal

Upon delivery of products
1. When purchasing products, a consumer has the possibility of dissolving the contract, without giving reasons, during fourteen days. This period commences on the day after the product was received by the consumer or a representative previous designated by the consumer and announced to the trader.
2. During this period the consumer will treat the product and its packaging with care. He will only unpack or use the product as far as necessary in order to be able to assess whether he wishes to retain the product. If he wishes
to exercise his right of withdrawal, then he will return the product to the trader, with all associated components, and – in as far as this is reasonably possible – in the original state and packaging, in accordance with the reasonable and clear instructions that were provided by the trader.

Upon delivery of services
3. When services are supplied, a consumer has the possibility of dissolving the contract, without giving reasons, during at least fourteen days, starting on the day when the contract was concluded.
4. In order to make use of his right of withdrawal, the consumer will act in accordance with the reasonable and clear instructions that the trader provided when the offer was made and/or at the latest upon delivery.

Article 7 – Costs in a case of withdrawal

• If a consumer makes use of his right of withdrawal, he shall be responsible for, at most, the costs of returning the goods.
• If the consumer has paid a sum, the trader will refund this sum as quickly as possible, though at the latest within 30 days after the goods were returned or after the withdrawal.

Article 8 – Preclusion from right of withdrawal

• The trader can preclude the consumer from having a right of withdrawal as far is provided for in paragraph 2 and 3 of this article. The preclusion of the right of withdrawal is only valid if the trader clearly stated this fact when making the offer, or at least in good time prior to conclusion of the contract.
• Preclusion from the right of withdrawal is only possible for products:
• that have been created by the trader in accordance with the consumer’s specifications;
• that are clearly of a personal nature;
• that cannot be returned due to their nature;
• that rapidly decay or become obsolete;
• the price of which is subject to fluctuations on the financial market over which the trader has no influence;
• for individual newspapers and magazines;
• for audio- and video-recordings and computer software, whereby the consumer has broken the seal.
• Preclusion from the right of withdrawal is only possible for services:
• relating to accommodation, transport, restaurant business or leisure activities to be carried out on a given date or during a given period; 
• the supply of which commenced, with the explicit consent of the consumer, before the withdrawal period had lapsed;
• relating to bets and lotteries.

Article 9 – The price

• During the period of validity indicated in the offer, the prices of the products and/or services being offered will not be increased, except for price changes in VAT-tariffs.
• Contrary to the previous paragraph, the trader may offer products or services at variable prices, in cases where these prices are subject to fluctuations in the financial market over which the trader has no influence. The offer must refer to this link with fluctuations and the fact that any prices mentioned are recommended prices.
• Price increases within 3 months after the contract was concluded are only permitted if they are the result of statutory regulations or stipulations.
• Price increases more than 3 months after the contract was concluded are only permitted if the trader stipulated as much and:
• they are the result of statutory regulations or stipulations; or
• the consumer is authorized to terminate the contract on the day on which the price increase takes effect.
• Prices stated in offers of products or services include VAT.

Article 10 – Conformity and Guarantee

• The trader guarantees that the products and/or services fulfill the contract, the specifications stated in the offer, the reasonable requirements of reliability and/or serviceability and the statutory stipulations and/or government regulations that existed on the date that the contract was concluded. If agreed the trader also guarantees that the product is suited for other than normal designation.
• A guarantee arrangement offered by the trader, manufacturer or importer does not affect the legal rights and claims that a consumer, as a result of the contract, can enforce against the trader.

Article 11 – Supply and implementation

• The trader will take the greatest possible care when receiving and implementing orders for products and when assessing applications for the provision of services.
• The place of delivery is deemed to be the address that the consumer makes known to the company.
• Taking into consideration that which is stated in article 4 of these general terms and conditions, the company will implement accepted orders with efficient expedition, though at the latest within 30 days, unless a longer period of delivery has been agreed. If delivery suffers a delay, or if the delivery cannot be implemented, or only partially, the consumer will be informed about this at the latest 30 days after the order was placed. In this case, the consumer has a right to dissolve the contract free of charge and a right to possible damages.
• In the case of dissolution in accordance with the previous paragraph, the trader will refund the consumer the sum paid as quickly as possible, though at the latest within 30 days after that dissolution.
• Should delivery of a product that has been ordered prove impossible, the trader will attempt to provide a replacement article. The fact that a replacement article is being supplied will be stated clearly and intelligibly, at the latest upon delivery. The right of withdrawal cannot be precluded in the case of replacement articles. The costs of return shipments will be charged to the trader.
• The risk of damage and/or loss of products rests upon the trader up to the moment of delivery to the consumer or a representative previous designated by the consumer and announced to the trader, unless this has explicitly been agreed otherwise.

Article 12 – Extended duration transactions: duration, termination and prolongation

Termination

• The consumer has a right at all times to terminate an open-ended contract that was concluded for the regular supply of products (including electricity) or services, subject to the agreed termination rules and a period of notice that does not exceed one month.
• The consumer has a right at all times to terminate a fixed-term contract that was concluded for the regular supply of products (including electricity) or services at the end of the fixed-term, subject to the agreed termination rules and a period of notice that does not exceed one month.
• With respect to contracts as described in the first two paragraphs, the consumer can:
• terminate them at all times and not be limited to termination at a specific time or during a specific period;
• terminate them in the same way as that in which they were concluded;
• always terminate them subject to the same period of notice as that stipulated for the trader.

Prolongation

• A fixed-term contract that was concluded for the regular supply of products (including electricity) or services may not be automatically prolonged or renewed for a fixed period of time.
• In departure from that which is stated in the previous paragraph, a fixed-term contract that has been concluded for the regular supply of daily or weekly newspapers or magazines may be automatically prolonged for a fixed term that does not exceed three months, if the consumer is at liberty to terminate this prolonged contract towards the end of the prolongation, with a period of notice that does not exceed one month.
• A fixed-term contract that has been concluded for the regular supply of products or services may only be automatically prolonged for an indefinite period of time if the consumer has at all times the right to terminate, with a period of notice that does not exceed one month and, in the case of a contract to supply daily or weekly newspapers or magazines regularly but less than once per month, a period that does not exceed three months.
• A fixed term contract for the regular supply, by way of introduction, of daily or weekly newspapers and magazines (trial subscriptions or introductory subscriptions) will not be automatically prolonged and will automatically terminate at the end of the trial period or introductory period.

Duration

• If the fixed-term of a contract exceeds one year, then after one year the consumer has at all times a right to terminate, with a period of notice that does not exceed one month, unless reasonableness and fairness dictate that premature termination of the contract would be unacceptable.

Article 13 – Payment

• As far as no other date has been agreed, sums payable by the consumer should be paid within 14 days after the start of the withdrawal period as stipulated in article 6 paragraph 1. In the case of a contract to provide a service this 14 days start on the moment the consumer receives the traders confirmation of the contract.
• When selling products to consumers, the general terms and conditions may never stipulate an advance payment in excess of 50%. Where advance payment is stipulated, the consumer cannot invoke any rights whatsoever in relation to the implementation of the order or service(s) in question before the stipulated advance payment has been made.
• The consumer is obliged to report immediately to the trader any inaccuracies in payment data provided or stated.
• In the event of non-payment on the part of the consumer, the trader has the right, subject to statutory limitations, to charge the consumer reasonable costs about which the consumer was informed in advance.

Article 14 – Complaints procedure

• The trader provides for a complaints procedure, that has been given sufficient publicity, and will deal with a complaint in accordance with this complaints procedure.
• Complaints about exercising the contract must be submitted to the trader without delay, in their entirety and clearly defined, after the consumer has discovered the defects.
• A reply to complaints submitted to the trader will be provided within a period of 14 days, calculated from the date of receipt. If it is anticipated that a complaint will require a longer processing time, then the trader will reply within 14 days, confirming receipt and indicating when the consumer can expect a more elaborate reply.
• A complaint about a product, a service or the trader’s service can also be submitted via a complaints form on the consumer’s page of the website of the Dutch Thuiswinkel Organization, www.thuiswinkel.org
• The complaint is then sent both to the trader concerned and the Dutch Thuiswinkel Organization.
• If the complaint cannot be solved in joint consultation, then it becomes a dispute that is subject to the disputes settlement scheme.

Article 15 – Disputes

• Contracts entered into between an trader and a consumer and which are subject to these general terms and conditions are subject only to Dutch law.
• Disputes between a consumer and an trader over the conclusion or exercising of contracts relating to products and services to be supplied by this trader can be put before the Thuiswinkel Disputes Committee, P.O. Box 90600, 2509 LP in The Hague (www.sgc.nl), by either the consumer or the trader, with due observance of that which is stipulated below.
• The Disputes Committee will only deal with a dispute if the consumer first put his complaint, without delay, to the trader.
• The dispute should be submitted to the Disputes Committee, in writing, at the latest by three months after the dispute arose.
• If a consumer wants to put a dispute before the Disputes Committee, the trader is bound by that choice. If it is at the wishes of the trader, then the consumer will indicate, in response to a written request made by the trader, whether he is in contract, or prefers the dispute to be dealt with by the competent lawcourt.
• If the consumer does not indicate his choice to the trader within a period of five weeks, then the trader has a right to put the dispute before the competent law-court.
• Rulings of the Disputes Committee are subject to the conditions as stipulated in the regulations of the Disputes Committee. Decisions of the Disputes Committee take the form of binding advice.
• The Disputes Committee will not deal with a dispute – or will terminate their intervention – if the trader has been granted a suspension of payments, gone bankrupt or has actually terminated business activities before the committee dealt with the dispute during a session and rendered a final ruling.
• If another disputes committee that is recognized or affiliated with the Disputes Committee Foundation for Consumer Affairs (SGC) or the Complaints Institute Financial Services (Kifid) is competent, in addition to the Thuiswinkel Disputes Committee, the latter will have exclusive jurisdiction for disputes relating mainly to the method of distance sales or services. For all other disputes, this applies to the other disputes committees recognized by the SGC or affiliated with the Kifid.

Article 16 – Branch guarantee

• The Dutch Thuiswinkel Organization guarantees the fulfilment of obligations of her members in relation to binding advices imposed on them by the Thuiswinkel Disputes Committee, unless the member decides to put the binding advice before a law-court for verification within two months after de date of that advice. In case of law-court verification the suspension of the guarantee will end and the guarantee will come into effect again upon the court ruling becoming final and conclusive, whereby the court has declared that the binding advice has binding effect. Up to a maximum sum of € 10.000,= per binding advice the Dutch Thuiswinkel Organization will pay this sum to the consumer. In case of sums higher than € 10.000,= per binding advice, the sum of € 10.000,= will be paid. As far as the sum is higher than € 10.000,= the Dutch Thuiswinkel Organization has the obligation to take reasonable adequate efforts to pursue the member to fulfil the binding advice.
• Application of this guarantee requires the consumer to submit a written appeal to the Dutch Thuiswinkel Organization and to transfer his claim on the trader to the Dutch Thuiswinkel Organization. As far as the claim on the trader exceeds the sum of €10.000,=, the consumer will be offered the possibility to transfer his claim on the trader above the sum of € 10.000,= to the Dutch Thuiswinkel Organization, where after this organization will pursue payment of the claim in court on her own title and costs.

Article 17 – Additional or different stipulations
Additional stipulations or stipulations that differ from these general terms and conditions, may not be detrimental to the consumer and should be recorded in writing, or in such a way that consumers can store them in a readily accessible manner on a durable medium.

Article 18 – Amendment to the general terms and conditions of Thuiswinkel

• The Dutch Thuiswinkel Organization will only amend these general terms and conditions after consultation with the Consumers’ Association.
• Amendments to these terms and conditions will only come into effect after they have been published in the appropriate way, on the understanding that where amendments apply during the validity of an offer, the stipulation that is most favorable to the consumer will prevail.