Article 1 - Definitions
In these terms and conditions shall apply:
- Entrepreneur: Terre des Hommes Shops, the legal entity that offers products remotely to consumers.
- Consumer: the natural person who is not acting for purposes relating to his trade, business, craft or profession.
- Distance contract: an agreement concluded through a distance selling system organised by the entrepreneur, without the consumer and entrepreneur being physically present at the same time.
- Reflection time: the period of 14 days within which the consumer can make use of his right of withdrawal.
- Right of Withdrawal: the option for the consumer to cancel the agreement within the cooling-off period.
Article 2 - Identity of the entrepreneur
Terre des Hommes Shops Foundation
Grote Marktstraat 43, 2511 BH The Hague, Netherlands
Chamber of Commerce (KvK) number: 78531098
VAT number: NL002872018B0
Email address: webshop@tdh.nl
Telephone number: 070 3015000
Article 3 - Applicability
These general conditions apply to every offer of the entrepreneur and any agreement reached at a distance between businesses and consumers.
Article 4 - The offer
- The offer contains a complete and accurate description of the products offered.
- Obvious mistakes or errors in the offer do not bind the entrepreneur.
- Each offer contains information so that it is clear to the consumer what rights and obligations are associated with acceptance.
Article 5 - The Agreement
- The agreement is concluded at the moment the consumer accepts the offer and meets the conditions set.
- The entrepreneur will immediately confirm receipt of the order by e-mail.
- In case of electronic payment, the agreement will only come into effect after receipt of payment.
Article 6 - Right of withdrawal
- The consumer has a 14-day reflection period after receiving the product.
- Within this period, the consumer can cancel the agreement without giving any reason.
- Exceptions to the right of withdrawal include perishable goods, personalized products and sealed products that cannot be returned after opening for hygienic reasons (such as underwear, cosmetics).
Article 7 – Obligations in case of withdrawal
- In the event of withdrawal, the consumer will receive the full purchase amount back within 14 days of notification. This includes the costs incurred for the outbound shipment.
- If not all items are returned, shipping costs incurred for the outbound shipment will not be refunded.
- The return costs are for the account of the consumer, unless otherwise agreed.
- The consumer is liable for any diminished value if the product has been used more than necessary to establish the nature, characteristics and functioning of the product.
Article 8 – Prices
- All prices include VAT and other charges.
- During the validity period of the offer, prices will not be increased, except for statutory changes (such as VAT adjustment).
Article 9 - Delivery and execution
- Delivery will take place at the address specified by the consumer.
- The entrepreneur will process orders within 30 days at the latest, unless otherwise agreed.
- In the event of a delay, the consumer will receive timely notification and will be entitled to free cancellation.
Article 10 - Payment
- Payment must be made via the payment methods offered.
- In case of prepayment, the order will only be processed after receipt of payment.
- In case of payment problems, the entrepreneur has the right to suspend or cancel delivery.
Article 11 - Complaints
- Complaints must be reported in writing or by email within 7 days of discovery.
- The entrepreneur will respond to the complaint within 14 days.
- If the complaint does not lead to a solution, the consumer can submit a dispute to the Disputes Committee via the European ODR platform (https://ec.europa.eu/consumers/odr).
Article 12 – Privacy
- Personal data will only be used for processing orders and will be treated confidentially in accordance with the General Data Protection Regulation (GDPR).
- For more information, please see our privacy policy.
Article 13 – Applicable law
Contracts between the entrepreneur and the consumer covered by these terms and conditions shall be governed by Dutch law.
[Last update: 01-06-2025j]
