Customer Service

Contact and support

Do you need help with an order you have placed, an item you are curious about or have any other questions? Our support team is here for you!

Phone
You can contact us by phone Monday through Friday from 9AM to 5:30PM EST
Phone number: (
646) 869-0260


Email
You can contact us by email 24/7. Please send your questions or comments to 
usasupport@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. 

 

Order

1. Ordering
Placing your order with Boska is fast and easy:

1. Select the product of your choice
2. Click on 'Add to Shopping Cart'
3. Continue to check-out
4. Choose one-time purchase or log in with an account
5. Select shipping and payment method

Please note: Your order is final once you receive an order confirmation!

2. Select your products
Choose as many items as you want by using the 'Add to Shopping Cart' button. After each selection, you can choose to continue shopping or check out.

3. Your personal Boska account
Login to the Boska webshop with your personal login information through the 'Log In' button. If you do not have a Boska account yet, you can create one by selecting 'Log In' and then 'Create Account'. In order to place your order with Boska, you are not required to have an account.

4. We deliver to the 48 contiguous United States
You can choose to have your order delivered to your billing address or an address of your choice. If you would not like to receive the order on your billing address, please select 'Send to Another Address'. Our US webshop does not deliver outside of the United States. For delivery options in Europe please check our European website www.boska.com/EN.

5. Using the search tool
Look up your favorite Boska items with the use of our search tool. Products can be searched either by article number or keywords (eg. 'cheese slicer' or ' fondue').

6. How do I know that my order was received?
Once we receive your order, we sent you a confirmation email. If you do not receive the confirmation email, please check your spamfilter/junk mailbox or contact customer service.

7. I want to cancel / change my order, but I already received the confirmation email
As long as the order has not been shipped we may be able to cancel it for you. Please contact customer service.

8. Can I also pick up my order in the shop and pay there?
Unfortunately, we do not offer item pickup from our warehouse or showroom at this time.

Payment

1. What are the payment options?
Boska accepts payment by credit card (Visa, MasterCard, American Express, Discover) and PayPal. 

Betalingen

2. How do I pay by credit card? 
Boska uses a SSL-secure connection to safely process your credit card payments. Credit card information will not be automatically stored and we do not charge any additional fees.

3. Will I receive an invoice for my order?

  Yes, upon confirmation of your order we will send you the invoice by email.

Delivery

How will my order be shipped?
Boska sends all shipments via UPS at the following rates:

Country Shipping Costs
United States

$8.99 for Orders Under $49.99

FREE for Orders Over $50

 

How can I track my order?

   A.  Order tracking via Boska account
Log in to your account on the Boska webshop. Here, you can follow the history and status of your order.

   B.  Order tracking via UPS
After your order is shipped, you will receive an email with a Tracking Number from UPS. Then, you can go to the UPS website and track the delivery of your order.

Can I pick up my order at your warehouse?
No, we do not yet offer this option.

Can I have an order delivered to a P.O. Box?
No, unfortunately UPS does not deliver to PO Boxes.

What is the delivery time of my order?
Boska strives to ship out all orders within 2 days. Sometimes delays in processing can cause slight delays, but we will always ship our your order as soon as possible.

The delivery time of my order has passed, but I still have not received it.
You can check the status of your order via the Tracking Number you received by email. If multiple days have passed, then you can contact the UPS Customer Service or Boska.

A product is incorrect or damaged. 
Contact customer service or send an email with exactly what is damaged, including a photo. Once we confirm the issue was our fault, we will either replace the item with a new replacement product or refund the purchase price. 

Returns

Can I exchange or return an item?
If you are not satisfied with the product, you can exchange or return it. Below are the conditions and options.

Conditions of exchanges and returns
Products can be exchanged or returned within 14 days of purchase The products and packaging must be in brand new condition and show no signs of damage or use.
Exchange via the webshop is not possible. You can, of course, make a return and immediately place a new order online.

How do exchanges and returns work?
Contact customer service via email and include your order number and item number. We will provide a return address and further information.

Boska reimburses the purchase price. The cost of the return shipping will not be reimbursed by Boska.

A product is incorrect or damaged. 
Contact customer service or send an email with exactly what is damaged, including a photo. Once we confirm the issue was our fault, we will either replace the item with a new replacement product or refund the purchase price. 

How long will it take Boska to refund my return?
Boska strives to credit your account within 7 business days.

I have lost my packing slip/invoice. Can I still return my item?
When you log in to your account you can see your previous orders. If you follow the instructions for returns that is sufficient.

Return Payment
After we received the returned product(s), we will refund 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.

Guarantee

Congratulations on your purchase of a Boska product!
We work hard every day to ensure that our products are of the highest quality possible, and therefore we can offer a 10 year guarantee on our Cheesewares™.

This guarantee means that, when used correctly, Boska consumer Cheesewares™ will last at least 10 years. If you experience any problems with the quality of our products within 10 years of your purchase, you can reach out to us and we will send you a replacement (part). 

 

  • Guarantee does not apply to consumable products (i.e. Toastabags®, Cheese Board Oil, Fondue Fuel, Cheese Making Kits, etc.).
  • Guarantee only applies when products are used appropriately and in accordance to the instructions and maintenance tips included in the packaging or listed online, for example:
    • Do not put wooden products in the dishwasher.
    • Do not leave wooden boards in the refrigerator.
    • Do not leave metal in water, causing rust.
    • Soak fondue pans in cold water for 2 hours before use.
    • Do not leave fondue burners unattended or in the proximity of flammable materials.
    • Allow products with heating elements, burners, or tea lights to cool off completely before touching or moving them.
    • Treat fragile products with care.
  • Misuse or accidental damage is not covered by this guarantee.

 

If you would like to make a claim, please email usasupport@boska.com and include your name, email address, phone number, order number (if possible or applicable), and a photo of the product in question. We evaluate claims on a case by case basis and may request you ship us the product so we can investigate the fault.



    Privacy statement

    Your personal data. You will leave personal data on our website (https://usa.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.

    Safe and Secure

    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 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. 

    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 

    Disclaimer

    Personal Information
    All personal information that Boska saves on the website will be handled according to the Personal Data Protection Act. Boska handles all personal information strictly confidentially and only uses it to process business transactions. It is possible for you to subscribe to our newsletter.

    Boska will not give your personal information to third parties without your permission. In accordance with the Personal Data Protection Act, Boska has reported its registry of personal information to the Personal Data Protection Board.

    What does Boska know about me?
    If you want to know what information Boska has collected, or if you do not want us to use your personal information for marketing purposes, then log in with your account and unsubscribe from the newsletter.

    Exclusion of responsibility for external links
    On the Boska website, www.boska.com, there are also links to other websites. Boska is in no way responsible for the content of any third party website.

    Cookies
    Cookies are small pieces of information that are automatically stored on your computer by visiting the website. Boska uses functional cookies from Magento. These cookies save information to the website so that it can function optimally; for example your country choice and shopping cart. So, in our webshop you do not need to repeatedly enter the same information. These cookies are saved for a maximum of 1 year. In no case will this information be sent to any third party.

    Boska uses social media cookies from Facebook. These cookies save information if you like or respect a product. These cookies are saved for a maximum of 1 year.
    Boska has no influence over the use of cookies by third parties, except for the service providers that Boska uses for the service analysis of our own site.

    You can easily remove cookies from your computer via your browser. Go to 'Help' in your browser for instructions on cookie settings and the removal of cookies. You can choose to turn off cookies or to receive a notice each time a new cookie is to be saved to your computer.

    How can you get access to the registered information?
    By logging into the webshop you can easily see and change your information.

    Copyright
    The content of this website is copyrighted and is owned by Bos Kaasgereedschappen b.v.

    Office Address:

          Spanjeweg 8
          2411 PX Bodegraven
 
          Netherlands

    Accessibility:
    Monday thru Friday from 9:00 a.m. until 5:00 p.m. 
    E-mail: usa@boska.com
    Kvk-nummer: 29039753

    BTW Nummer: NL801907962B01

    Terms and conditions


     

    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, Netherlands

    Telephone number 0031172611502 (09:00-17:00)
    E-mail address: info@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

    • 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.
    • 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.
    • 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:
      • the price, including taxes;
      • any costs of delivery;
      • the way in which the contract shall be concluded and which actions this will require;
      • whether or not the right of withdrawal applies;
      • the method of payment, delivery and implementation of the contract;
      • the period for accepting the offer or the period for which the trader guarantees the price;
      • 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;
      • if a contract is filed subsequent to its conclusion, and if so, the way in which this can be accessed by the consumer;
      • 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;
      • the languages in which, in addition to Dutch, the contract can be concluded;
      • the behavioral codes to which the trader is subject and the way in which the consumer can consult these behavioral codes electronically; and
      • 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:
      1. the office address of the trader’s business location where the consumer can lodge complaints;
      2. 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;
      3. information on guarantees and existing after-sales service;
      4. 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;
      5. 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:
      1. that have been created by the trader in accordance with the consumer’s specifications;
      2. that are clearly of a personal nature;
      3. that cannot be returned due to their nature;
      4. that rapidly decay or become obsolete;
      5. the price of which is subject to fluctuations on the financial market over which the trader has no influence;
      6. for individual newspapers and magazines;
      7. 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:
      1. they are the result of statutory regulations or stipulations; or
      2. 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:
      1. terminate them at all times and not be limited to termination at a specific time or during a specific period;
      2. terminate them in the same way as that in which they were concluded;
      3. 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 law-court. 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 ThuiswinkelOrganization 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

    1. The Dutch Thuiswinkel Organization will only amend these general terms and conditions after consultation with the Consumers’ Association.
    2. 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.