General Conditions

These Dutch Home Shopping Organisation general terms and conditions were created in consultation with the Consumers’ Organisation within the scope of the Social Economic Board’s Self Regulation Policy Coordination Group (CZ) and took effect on 1st January 2014.

Article 1 – Definitions

Within these conditions, we understand the following to mean:

  1. Entrepreneur: the natural or legal person who is a member of the Dutch Home Shopping Organisation and remotely offers consumers products and/or services;
  2. Consumer: the natural person who does not represent a profession or company and who enters into a remote agreement with the entrepreneur;
  3. A remote agreement: an agreement whereby exclusive use is made of one or several techniques for remote communication within the scope of a system for remote sales of products and/or services up to entering into an agreement organised by the entrepreneur;
  4. Technique for remote communication: a means which can be used for entering into an agreement, without the need for the consumer and the entrepreneur to be in the same room at the same time;
  5. Time for reflection: the term within which the consumer can call on his right of withdrawal;
  6. Right of withdrawal: the possibility for the consumer to cancel the remote agreement within the time for reflection;
  7. Day: calendar day;
  8. Transaction duration: a remote agreement in relation to a series of products and/or services, of which the delivery and/or purchase obligation is spread out across a period of time;
  9. Sustainable data carrier: every means which enables the consumer or entrepreneur to store information which is addressed to him personally, in a way which enables future access and unchanged reproduction of the stored information.

Article 2 – Identity of the entrepreneur BV Trading as:

Company & visitors address: Het Spijk 8 8321WT Urk

Telephone number: 0527-690404

Contactability: From Monday to Friday from 09.00 am to 12.00 pm / 14.00 pm to 18.00 pm. Saturday from 10.00 am to 15.00 pm. Email address:

CoC Number: 39083060 VAT Identification Number: NL813480711B01

Article 3 - Relevance

  1. These general terms and conditions apply to every offer from the entrepreneur and to every remote agreement entered into between the entrepreneur and the consumer.
  2. The text contained within these general terms and conditions will be made available to the consumer before the remote agreement is entered into. Should this not be reasonably possible, then it will be indicated before the remote agreement is entered into that the general terms and conditions are available from the entrepreneur and that a free copy of these will be forwarded onto the consumer as soon as possible upon request.
  3. If the remote agreement is being entered into electronically, then, in contrast to point 2, the text of these general terms and conditions can be made available to the consumer electronically, in such a way that these can simply be stored by the consumer on a sustainable data carrier. If this is not reasonably possible, then it will be indicated where the electronic general terms and conditions can be accessed and that they will be sent to the consumer free of charge if so requested, either electronically or in any other way.
  4. If specific product or service conditions are also applicable in addition to these general terms and conditions, then the second and third points will also be applicable and in case of contradictory general terms and conditions, the consumer will be able to call on the applicable condition which is most favourable for him.

Article 4 – The offer

  1. If the offer has a limited validity or if it’s subject to specific conditions, then this will be expressly stated in the offer.
  2. The offer contains a complete and careful description of the offered products and/or services. The description contains sufficient details in order to enable the consumer to arrive at a good assessment of the offer. If the entrepreneur chooses to use images, then these images accurately reflect the offered products and/or services. The entrepreneur will not be held to any obvious mistakes or errors in the offer.
  3. Every offer contains the required amount of information for the consumer to be clear about what the rights and obligations are which are linked to accepting the offer. This specifically concerns:

Artikel 5 - The agreement

  1. The agreement will be set up, subject to that stated in article 4, as soon as the consumer has accepted the offer and has satisfied the applicable conditions.
  2. The entrepreneur will immediately confirm receipt of the offer acceptance electronically if the consumer has accepted the offer electronically. The consumer can cancel the agreement for as long as the receipt of acceptance hasn’t been confirmed.
  3. The entrepreneur must take suitable technical and organisational measures in order to secure the electronic transfer of data if the agreement has been set up electronically and will ensure the web environment is secure. The entrepreneur will take suitable security precautions if the consumer is offered the option of paying electronically.
  4. The entrepreneur can – within the legal frameworks – acquire information as to whether the consumer can fulfil his payment obligations, as well as any other facts and factors which are of importance for responsibly entering into a remote agreement. If the entrepreneur has good grounds for not entering into the agreement based on this research, then he will be entitled to refuse an order or request, or alternatively he can link special conditions to these.
  5. The entrepreneur will provide the consumer with the following information with the product or service, either in writing or in any other way which will allow the consumer to store the information on a sustainable easy to access data carrier.
  6. If the entrepreneur is committed to supplying a series of products or services, then the condition in the last point is only applicable to the first delivery.
  7. reserves the right to not supply retailers with goods and/or to exclude these from certain campaigns which feels are exclusively intended for consumers.

Article 6 – Right of withdrawal for the supply of goods

  1. The consumer has the option of cancelling the agreement without the need to give any reasons when purchasing the products for a total of 2 weeks. This period will start on the day the consumer, or someone on his behalf, has taken receipt of the product.
  2. The consumer will deal with the product and packaging carefully during this period. He will only unpack and use the product to such an extent as is necessary in order to assess whether or not he wants to keep the product. If he wants to use his right of withdrawal, he will need to return the product with all supplied accessories and – if reasonably possible – in the original state and packaging to the entrepreneur, in accordance with clear instructions provided by the entrepreneur.

Article 7 – Costs in case of withdrawal

  1. If the consumer uses his right of withdrawal, then the maximum he will be charged with is the costs for returning the order.
  2. If the consumer has paid an amount, then the entrepreneur will refund this amount as soon as possible and no later than 30 days after the return or withdrawal.

Article 8 – Right of withdrawal exclusion

  1. If the consumer does not have the right of withdrawal, then the entrepreneur can only exclude this if the entrepreneur has clearly stated this in the offer and in any case in plenty of time before entering into the agreement.
  2. Excluding the right of withdrawal is only possible for products:
  3. Exclusion of the right of withdrawal is only possible for services:

Article 9 – The price

  1. Prices for the offered products and/or services will not be increased for the period of validity mentioned in the offer, with the exception of price changes as a result of changes in VAT rates.
  2. In contrast to the previous point, the entrepreneur can offer products or services, which are subject to price fluctuations linked to the financial market which the entrepreneur has no influence over, with variable prices. This link to fluctuations and the fact that possible stated prices are recommended prices will be mentioned in the offer.
  3. Price increases within 3 months of entering into the agreement are only permitted if they are the result of legal regulations or conditions.
  4. Price increases from 3 months after entering into the agreement are only permitted if the entrepreneur has stipulated this and:
  5. The products or services included in the offer include VAT.

Article 10 – Conformity and Guarantee

  1. The entrepreneur guarantees that the products and/or services satisfy the agreement, the specifications included in the offer, the reasonable requirements associated with decency and/or usability and the legal conditions and/or government regulations in force on the date the agreement is entered into.
  2. A regulation offered by the entrepreneur, the manufacturer or importer as a guarantee does not affect the consumer’s rights and claims concerning a shortcoming in the entrepreneur’s fulfillment of his obligations, based on the law and/or the remote agreement.

Article 11 – Delivery and execution

  1. The entrepreneur will take the greatest possible care with receiving and executing orders for products and during the assessment of requests for the provision of services.
  2. The delivery location will be the address provided by the consumer.
  3. With consideration for the information regarding this subject included in article 4 of these general terms and conditions, the company will execute accepted orders with due urgency, yet within a maximum of 30 days, unless a longer delivery term has been agreed on. If delivery is subject to a delay, or if an order either can’t be or can only partially be executed, then the consumer will be notified of this no later than one month after placing the order. The consumer will subsequently have the right to cancel the agreement without incurring any costs and will be entitled to any possible damages.
  4. If the agreement is cancelled in accordance with the previous point, then the entrepreneur will refund the amount the consumer has paid as soon as possible and no later than 30 days after the cancellation.
  5. The entrepreneur will make every effort to order a replacement item if it becomes apparent that delivery of an ordered product is impossible. Clear and understandable notification will be provided, no later than the time of delivery, regarding the fact that a replacement item is being delivered. The right of withdrawal can’t be excluded when it concerns replacement items. The costs associated with returns are at the entrepreneur’s expense.
  6. The risk associated with damaged and/or missing products is the entrepreneur’s responsibility until delivery to the consumer, unless expressly agreed otherwise.

Article 12 – Transaction duration

  1. The consumer can cancel an agreement entered into for an unspecified period of time at any time, with consideration for the agreed cancellation rules and with a notice period of no more than one month.
  2. An agreement which has been entered into for a specific period of time has a duration of no more than two years. If it has been agreed that, unless the consumer notifies to the contrary, the remote agreement will automatically be extended, then the agreement will continue as an agreement for an unspecified period of time and the notice period after continuation of the agreement will amount to a maximum of one month.

Article 13 – Payment

  1. In so far as this has not been agreed at a later stage, the amounts owed by the consumer must be paid within fourteen days of the goods being delivered or, in case of an agreement for the provision of a service, within fourteen days of delivery of the documents relating to this agreement.
  2. In general a consumer should never be asked to pay more than 50% in advance where the sale of products is concerned. If prepayment is insisted on, then the consumer will not be able to derive any rights concerning the execution of the order or service(s) until the prepayment has taken place.
  3. The consumer is obliged to immediately notify the entrepreneur of any inaccuracy in the payment details provided or stated.
  4. The entrepreneur is entitled to pass on any reasonable costs, which the consumer has been notified of in advance, if the consumer is in default of payment.

Article 14 – Complaints regulation

  1. The entrepreneur has a complaints procedure in place which consumers are sufficiently informed about and deals with the complaint in accordance with this complaints procedure.
  2. Complaints about the execution of the agreement must be submitted to the entrepreneur within a reasonable period of time and be completely and clearly described, once the consumer has noted the faults.
  3. Any complaints submitted to the entrepreneur will be answered within 14 days from the date of receipt. If a complaint is going to demand a considerably longer processing time, then the entrepreneur will answer the complaint within 14 days with a confirmation of receipt and an indication as to when the consumer can expect a more detailed reply.
  4. A complaint about the entrepreneur’s product or service can also be submitted via the complaints form on the consumer page of the Dutch Home Shopping Organisation’s website, The complaint will subsequently be sent to the entrepreneur in question, as well as the Dutch Home Shopping Organisation.
  5. A dispute is created if a complaint can’t be solved internally, which will be subject to the dispute regulation.

Article 15 – Disputes

  1. Dutch law is exclusively applicable to any agreements entered into between the entrepreneur and the consumer which these general terms and conditions are applicable to.
  2. Disputes between the consumer and the entrepreneur about how the agreements are executed in relation to the products or services to be supplied by this entrepreneur can, with consideration for the following, be presented to the Home Shopping Disputes Committee, Postbus 90600, 2509 LP in The Hague ( by both the consumer as well as the entrepreneur.
  3. A dispute will only be dealt with by the Disputes Committee if the consumer has presented his complaint to the entrepreneur within a reasonable period of time.
  4. The Disputes Committee should be made aware of details of the dispute in writing no later than three months after the dispute first arose.
  5. If the consumer wants to present a dispute to the Disputes Committee, then the entrepreneur must go along with this decision. If an entrepreneur wants to do this, then the consumer will need to confirm in writing, within five weeks of receiving the entrepreneur’s written request, whether he agrees with this decision or whether he wants the dispute to be dealt with by an authorized judge. If the entrepreneur does not receive the consumer’s choice within the five week period, then the entrepreneur is entitled to present the dispute to the authorized judge.
  6. The Disputes Committee will give a verdict subject to the conditions as recorded in the Disputes Committee regulations. Any decisions made by the Disputes Committee are done through binding advice.
  7. The Disputes Committee will not handle a dispute or will postpone dealing with a dispute, if the entrepreneur has been granted a suspension of payment, if he has been pronounced bankrupt or if he has terminated his business activities before the committee has dealt with and indicated a final pronouncement with regard to the dispute.
  8. If there is another authorised disputes committee in addition to the Home Shopping Disputes Committee or another recognised disputes committee linked to the Disputes Committee for Consumer Affairs Foundation (SGC) or the Complaints Institute for Financial Services (Kifid), then the Home Shopping Disputes Committee will be exclusively authorised to deal with any disputes concerning the method of remote sales or services. All other complaints can be dealt with by disputes committees linked to the SGC or Kifid.

Article 16 – Sector guarantee

  1. The Dutch Home Shopping Organisation will, with reasonable urgency, take over the entrepreneur’s obligations towards the consumer, in relation to binding advice presented to him by the Home Shopping Disputes Committee, if this entrepreneur has not fulfilled his obligations within the period established in the binding advice. The Dutch Home Shopping Organisation taking over the entrepreneur’s obligations will be deferred if and for as far as that binding advice is presented to the judge for examining within two months after signing, in accordance with the Disputes Committee’s regulation and will lapse when the judge’s definitive judgement comes into force, whereby the judge has declared the binding advice non-binding.
  2. The consumer must submit a written claim to the Dutch Home Shopping Organisation in order for this guarantee to take effect and must transfer his claim towards the entrepreneur to the Dutch Home Shopping Organisation.

Article 17 - Additional or different conditions

Additional or different conditions to those included in these general terms and conditions must never be at the consumer’s disadvantage and must be recorded in writing or in such a way that these can simply be stored by the consumer on a sustainable data carrier.

Article 18 – Changes to the general Home Shopping terms and conditions

  1. The Dutch Home Shopping Organisation will not change these general terms and conditions without first consulting the Consumers Union.
  2. Any changes to these terms and conditions will only come into force once they have been published in the appropriate manner, with the understanding that, if any changes are made during the course of time, the most advantageous ones to the consumer will prevail.

Dutch Home Shopping Organisation address: Postbus 7001, 6710 CB EDE.


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