General terms and conditions

General Terms and Conditions of Supplend

Table of Contents:

  • Article 1 - Definitions
  • Article 2 - Identity of the Entrepreneur
  • Article 3 - Applicability
  • Article 4 - The Offer
  • Article 5 - The Agreement
  • Article 6 - Right of Withdrawal
  • Article 7 - Costs in Case of Withdrawal
  • Article 8 - Exclusion of the Right of Withdrawal
  • Article 9 - The Price
  • Article 10 - Conformity and Warranty
  • Article 11 - Delivery and Execution
  • Article 12 - Duration Transactions: Duration, Termination, and Renewal
  • Article 13 - Payment
  • Article 14 - Complaints Procedure
  • Article 15 - Disputes

Article 1 - Definitions
The following terms are defined as follows in these terms and conditions:

  • Cooling-off period: The period within which the consumer can exercise their right of withdrawal.
  • Consumer: A natural person not acting in the exercise of a profession or business who enters into a distance agreement with the entrepreneur.
  • Day: Calendar day.
  • Duration transaction: A distance agreement concerning a series of products and/or services, with obligations for delivery and/or purchase spread over time.
  • Durable data carrier: Any means that allows the consumer or entrepreneur to store information personally addressed to them in a way that enables future consultation and unaltered reproduction of the stored information.
  • Right of withdrawal: The possibility for the consumer to withdraw from the distance agreement within the cooling-off period.
  • Entrepreneur: The natural or legal person offering products and/or services remotely to consumers.
  • Distance agreement: An agreement concluded within the framework of a system organized by the entrepreneur for the remote sale of products and/or services, using one or more techniques for remote communication up to and including the conclusion of the agreement.
  • Technique for remote communication: A means that can be used to conclude an agreement without the simultaneous presence of the consumer and entrepreneur in the same space.
  • General Terms and Conditions: These General Terms and Conditions of the entrepreneur.

Article 2 - Identity of the Entrepreneur

  • Email: support@supplend.store
  • Phone: +31 683419116
  • Company Name: Supplend
  • Chamber of Commerce (KvK): 92392598
  • VAT Number: NL866027610B01
  • Address: Burgemeester van Tuyllkade 76, Utrecht, Utrecht, 3553AL, Netherlands (no visitor or return address)

Article 3 - Applicability

  1. These general terms and conditions apply to every offer from the entrepreneur and to every distance agreement and order concluded between the entrepreneur and the consumer.
  2. Before the distance agreement is concluded, the text of these general terms and conditions will be made available to the consumer. If this is not reasonably possible, it will be indicated before the agreement is concluded that the terms can be viewed at the entrepreneur's premises and will be sent free of charge at the consumer's request.
  3. If the agreement is concluded electronically, the text of these terms and conditions will be made available electronically in a way that the consumer can easily store them on a durable data carrier.
  4. If specific product or service terms also apply, the consumer may invoke the most favorable applicable provision in the event of conflicting terms.
  5. Situations not covered by these general terms and conditions must be assessed in the spirit of these terms.
  6. Any ambiguities about the interpretation of one or more provisions should be explained in line with the spirit of these terms.

Article 4 - The Offer

  1. If an offer has a limited validity period or is subject to conditions, this will be explicitly stated in the offer.
  2. The offer is non-binding. The entrepreneur is entitled to change or modify the offer.
  3. The offer contains a complete and accurate description of the products and/or services offered. The description is sufficiently detailed to allow the consumer to make an informed decision. If the entrepreneur uses images, they are a truthful representation of the products/services. Apparent errors or mistakes in the offer do not bind the entrepreneur.
  4. All images, specifications, and information in the offer are indicative and cannot be grounds for compensation or termination of the agreement.
  5. Images accompanying the products are a truthful representation. The entrepreneur cannot guarantee that the displayed colors match the actual product colors precisely.
  6. Each offer includes information on the rights and obligations associated with its acceptance, such as:
    • The price, excluding customs duties and import VAT. These costs will be borne by the customer.
    • Any shipping costs.
    • How the agreement will be concluded and the required steps.
    • The applicability or non-applicability of the right of withdrawal.
    • The payment, delivery, and execution terms of the agreement.
    • The duration for which the offer is valid.

Article 5 - The Agreement

  1. The agreement is established when the consumer accepts the offer and fulfills the stated conditions.
  2. If the consumer accepts the offer electronically, the entrepreneur will confirm receipt electronically. The consumer may dissolve the agreement until the entrepreneur confirms acceptance.
  3. If the agreement is concluded electronically, the entrepreneur will implement technical and organizational measures to secure data transfer and ensure a safe web environment.
  4. The entrepreneur may verify the consumer’s ability to fulfill payment obligations and other factors essential for responsibly entering the agreement. If there are valid reasons to decline, the entrepreneur may refuse an order or attach special conditions.

Article 6 - Right of Withdrawal

  1. For product delivery:
    Consumers have the right to dissolve the agreement without providing reasons within 14 days. This reflection period begins the day after the consumer or a designated representative receives the product.

  2. During the cooling-off period, the consumer must handle the product and packaging with care. The consumer may only unpack or use the product to the extent necessary to determine whether they wish to keep it. If the consumer exercises the right of withdrawal, they must return the product with all accessories, in its original condition and packaging, following the entrepreneur's reasonable and clear instructions.

  3. Consumers wishing to exercise their right of withdrawal must notify the entrepreneur within 365 days after receiving the product. Notification can be made using the withdrawal form or another communication method, such as email. After notification, the consumer must return the product within 14 days.

  4. If the consumer does not notify their intention to withdraw or fails to return the product within the required timeframe, the agreement becomes binding.

Article 7 - Costs in Case of Withdrawal

  1. If the consumer exercises the right of withdrawal, the cost of returning the product is their responsibility.
  2. If the consumer has already paid an amount, the entrepreneur will refund it as soon as possible, but no later than 5 business days after the withdrawal, provided the product has been received back or the consumer can provide proof of return. Refunds will use the same payment method unless otherwise agreed.
  3. If the product is damaged due to consumer negligence, they are liable for any reduction in value.

Article 8 - Exclusion of the Right of Withdrawal

  1. The entrepreneur may exclude the consumer's right of withdrawal for certain products or services as specified in paragraphs 2 and 3 of this article.
  2. The exclusion is only valid if it was explicitly stated in the offer or, at the latest, before concluding the agreement.

Article 9 - The Price

  1. Prices of products and/or services will not increase during the validity period of the offer, except for price changes due to changes in VAT rates.
  2. In cases of products or services tied to financial market fluctuations beyond the entrepreneur’s control, variable prices may apply. This will be explicitly stated in the offer.
  3. Price increases within three months of the agreement are only allowed if due to legal requirements. Price increases after three months are permitted only if the consumer can terminate the agreement.
  4. All prices exclude customs duties and import VAT, which will be charged by the postal or courier service upon delivery in the destination EU country.

Article 10 - Conformity and Warranty

  1. The entrepreneur ensures that products and/or services comply with the agreement, specifications in the offer, and reasonable standards of reliability and usability.
  2. Guarantees provided by the entrepreneur, manufacturer, or importer do not affect the consumer’s statutory rights.
  3. Defects or incorrectly delivered products must be reported to the entrepreneur in writing within two months of delivery. Returns must be made in the original packaging and in new condition.
  4. The warranty period provided by the entrepreneur matches the manufacturer’s warranty.
  5. Warranty does not apply in cases of misuse, abnormal handling, or if the product has been repaired or modified by unauthorized parties.

Article 11 - Delivery and Execution

  1. The entrepreneur will exercise the greatest care in processing product orders and fulfilling service requests.
  2. The delivery address is the one provided by the consumer.
  3. Accepted orders will be delivered promptly, within 30 days unless otherwise agreed. If a delay occurs, the consumer will be notified within 30 days, with the option to dissolve the agreement. No compensation will be provided for delays.
  4. In case of dissolution due to non-delivery, the entrepreneur will refund payments within 14 days.
  5. The risk of damage or loss of products remains with the entrepreneur until delivery to the consumer or an appointed representative.

Article 12 - Duration Transactions: Duration, Termination, and Renewal

Termination:

  1. Consumers may terminate agreements of indefinite duration for regular product or service deliveries at any time, with a maximum notice period of one month.
  2. Agreements of fixed duration may be terminated at the end of the specified period, subject to the agreed notice period, with a maximum of one month.

Renewal:

  1. Fixed-term agreements cannot be automatically extended or renewed for a set duration.
  2. Exceptions apply for subscriptions to daily, news, or weekly publications, which may be renewed for up to three months.
  3. Agreements of indefinite duration may be renewed, provided the consumer can terminate them at any time with a one-month notice period.

Duration:

If an agreement exceeds one year, the consumer may terminate it after one year with a one-month notice period unless fairness requires otherwise.

Article 13 - Payment

  1. Unless otherwise stated, payments must be made within seven business days of the reflection period mentioned in Article 6.
  2. Consumers are obligated to report inaccuracies in payment details promptly.
  3. In case of non-payment, the entrepreneur reserves the right to charge reasonable collection fees after notifying the consumer.

Article 14 - Complaints Procedure

  1. Complaints about the performance of the agreement must be submitted to the entrepreneur within seven days, clearly described.
  2. Complaints will be answered within 14 days of receipt. If more time is needed, the entrepreneur will provide a timeline for a substantive response.
  3. If a complaint cannot be resolved, it will be treated as a dispute subject to the provisions of Article 15.

Article 15 - Disputes

  1. These terms and conditions are exclusively governed by Dutch law, even if the consumer resides abroad.
  2. The United Nations Convention on Contracts for the International Sale of Goods (CISG) does not apply.

Contact:

For questions or assistance regarding our policies, please contact us at support@supplend.store or via our contact form.

Company details:

  • Email: support@supplend.store
  • Phone: +31 683419116
  • Company Name: Supplend
  • Chamber of Commerce (KvK): 92392598
  • VAT Number: NL866027610B01
  • Address: Burgemeester van Tuyllkade 76BS, Utrecht, 3553AL, Netherlands (no visitor or return address)