General Terms and Conditions – Cleo & Cole

Article 1 – Definitions
These terms and conditions apply to the following definitions:
Withdrawal Period – the period during which a consumer may exercise their right to withdraw from a contract;
Consumer – a natural person acting outside the scope of their professional or business activity and concluding a distance contract with a trader;
Long-Term Contract – a distance contract covering a series of products or services whose obligations are spread over time;
Right of Withdrawal – the consumer's ability to withdraw from a contract within a specified period;
Trader – a natural or legal person offering products or services to consumers remotely;
Distance Contract – a contract concluded between a trader and a consumer using means of distance communication;
CESOP – the Central Electronic Payment Monitoring System introduced by the EU to supervise payment services.

Article 2 – Entrepreneur Identity
Company Name: Cleo & Cole
Trade Registration Number: 47914
Tax Identification Number: upon request
Customer Service Email Address: 

Article 3 – Applicability
These general terms and conditions apply to every offer made by the entrepreneur and every distance contract concluded between the entrepreneur and the consumer. Before concluding the distance contract, the terms and conditions will be made available to the consumer electronically or by another appropriate method.

Article 4 – Offer
Offers are non-binding. The entrepreneur reserves the right to make changes to offers. All images and specifications are indicative and may differ from the actual colors or products.
The offer includes the total price, including shipping costs, customs duties, and any additional fees charged by the courier or postal service.

Article 5 – Agreement
The agreement is concluded upon acceptance of the offer by the consumer and fulfillment of the conditions specified in the offer. The entrepreneur will immediately confirm acceptance of the order by email. The trader uses appropriate technical measures to ensure the security of electronic data transmission.

Article 6 – Right of Withdrawal
The consumer has the right to withdraw from the contract within 14 days of receiving the product, without giving any reason.
The consumer bears the costs of return.

Article 7 – Withdrawal Costs
The trader will refund payments made within 14 days of receiving the returned product, provided that the product is returned undamaged.

Article 8 – Customs Duties and VAT
The trader uses a postal and courier system in which customs duties and import VAT are collected by the delivery company.
The trader does not charge VAT under this system and informs the consumer of any additional costs.

Article 9 – Compliance with CESOP
From 2024, payment service providers will record transaction data in the CESOP (Central Electronic Payment Information System) system in accordance with EU regulations. The entrepreneur complies with these regulations, which may affect payment monitoring and reporting.

Article 10 – Compliance and Warranty
The entrepreneur guarantees that the products comply with the contract and applicable law.
All claims for defects must be submitted in writing within 14 days.
The products must be returned in their original packaging and in undamaged condition.

Article 11 – Delivery
The entrepreneur will make every effort to fulfill orders with due care. Delivery times are typically 6 to 12 days from shipment. In the event of delays, the consumer can check the status of the shipment on the "Order Tracking" page on our website.
Orders are delivered within a maximum of 21 days, unless otherwise agreed.
In the event of delays, the entrepreneur will inform the consumer within 14 days of the order date.

Article 12 – Complaints
Complaints must be submitted in writing within 7 days of the problem being discovered.
The entrepreneur will respond within 14 days. If a longer time is needed to resolve the complaint, the entrepreneur will inform you of the expected resolution date.

Article 13 – Disputes
These terms and conditions are governed by Dutch law. Disputes will be resolved amicably in the first instance. If necessary, disputes will be referred to a competent court in the Netherlands.