Terms and Conditions
Terms and Conditions
Article 1 – Definitions
In these Terms and Conditions, the following definitions apply:
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Cooling-off period: the period within which the consumer can exercise their right of withdrawal.
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Consumer: the natural person who is not acting in the course of a profession or business and who enters into a distance contract with the entrepreneur.
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Day: calendar day.
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Long-term transaction: a distance contract relating to a series of products and/or services, the supply and/or purchase obligation of which is spread over time.
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Durable data carrier: any medium that enables the consumer or entrepreneur to store information addressed personally to them in a way that allows future consultation and unchanged reproduction of the stored information.
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Right of withdrawal: the possibility for the consumer to withdraw from the distance contract within the cooling-off period.
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Entrepreneur: the natural or legal person who offers products and/or services to consumers at a distance.
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Distance contract: a contract concluded within the framework of a system organised by the entrepreneur for the distance sale of products and/or services, whereby exclusive use is made of one or more means of distance communication up to and including the conclusion of the contract.
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Means of distance communication: any means that can be used to conclude a contract without the consumer and the entrepreneur being in the same place at the same time.
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Terms and Conditions: these present Terms and Conditions of the entrepreneur.
Article 2 – Identity of the Entrepreneur
Company name: Zanvella
Trade name: Zanvella
VAT number: NL005252723B68
Chamber of Commerce number: 97161446
Email (Customer Service): info@zanvella.com
Business address: Kemphaanstraat 31C5, 3742 VE Baarn, The Netherlands
Zanvella operates its UK online store from its European base in the Netherlands. All UK orders are shipped Delivered Duty Paid (DDP), meaning all import duties and customs clearance costs are prepaid. Customers will not be charged any additional import-related fees upon delivery. Zanvella does not charge VAT at checkout. Any applicable VAT is handled by the carrier at import under DDP.
Article 3 – Applicability
These Terms and Conditions apply to every offer made by the entrepreneur and to every distance contract concluded between the entrepreneur and the consumer.
Before a distance contract is concluded, the text of these Terms and Conditions will be made available to the consumer. If this is not reasonably possible, the entrepreneur will indicate, before the contract is concluded, that the Terms and Conditions are available for inspection and will be sent free of charge upon request.
If the contract is concluded electronically, the text of these Terms and Conditions may be supplied electronically in such a way that the consumer can easily store it on a durable data carrier. If this is not reasonably possible, the consumer will be informed where the Terms and Conditions can be accessed electronically and that they will be sent electronically or otherwise free of charge upon request.
If specific product or service conditions apply in addition to these Terms and Conditions, and in the event of conflicting provisions, the consumer may always rely on the provision most favourable to them.
If one or more provisions of these Terms and Conditions are at any time wholly or partially void or annulled, the remaining provisions shall remain in full effect.
Situations not covered by these Terms and Conditions must be interpreted in the spirit of these Terms and Conditions. Ambiguities regarding interpretation shall also be interpreted in that spirit.
Article 4 – The Offer
If an offer is of limited duration or subject to conditions, this will be clearly stated.
The offer is non-binding. The entrepreneur is entitled to change or adjust the offer.
The offer contains a complete and accurate description of the products and/or services offered. If the entrepreneur uses images, these are a true representation of the products and/or services. Obvious mistakes or errors do not bind the entrepreneur.
All images, specifications, and information in the offer are indicative and cannot give rise to compensation or termination of the contract.
Images of products are a true representation, but the entrepreneur cannot guarantee that colours displayed on screens exactly match real-life colours.
Each offer includes information clearly stating the rights and obligations attached to accepting the offer, including:
– the total price, inclusive of import duties and customs clearance costs (DDP). No additional customs-related charges will be requested upon delivery;
– any shipping costs;
– the method of concluding the contract;
– whether the right of withdrawal applies;
– the method of payment, delivery, and performance;
– the period for accepting the offer;
– whether the contract is archived;
– the way in which the consumer can check and, if necessary, correct entered data;
– available sizes, colours, and materials, where applicable.
Article 5 – The Contract
The contract is concluded when the consumer accepts the offer and meets the stated conditions.
If the consumer accepts electronically, the entrepreneur will confirm receipt of acceptance immediately. Until this confirmation is received, the consumer may dissolve the contract.
The entrepreneur ensures secure data transfer and payment processing.
The entrepreneur may assess whether the consumer can meet payment obligations and reserves the right to refuse an order with justification if necessary.
Upon delivery, the entrepreneur provides:
– the business address for complaints;
– the conditions for withdrawal;
– warranty and after-sales information;
– all other mandatory details.
Each contract is subject to product availability.
Article 6 – Right of Withdrawal
The consumer has the right to withdraw from the contract within 14 calendar days of receiving the product (“cooling-off period”).
To exercise this right, the consumer must notify the entrepreneur in writing or by email within 14 days. After notification, the consumer then has a further 14 days to return the product.
During the cooling-off period, the consumer must handle the product and packaging with care. The product should be returned with all supplied accessories and – if reasonably possible – in original condition and packaging.
Returns are processed through our international warehouse network. Detailed return instructions and the appropriate return address will be provided by our customer service team.
Article 7 – Costs in Case of Withdrawal
If the consumer exercises the right of withdrawal, the return shipping costs are entirely at their expense, including any applicable customs duties or clearance fees on the return.
If the consumer has paid an amount, the entrepreneur shall refund it as soon as possible, but no later than 30 days, once the product has been received back or conclusive proof of return has been provided.
Article 8 – Exclusion of the Right of Withdrawal
The right of withdrawal may be excluded for products:
– made to the consumer’s specifications;
– clearly personal in nature;
– that cannot be returned by nature;
– that spoil or age quickly;
– subject to financial market fluctuations;
– newspapers and magazines delivered individually;
– audio/video recordings or software unsealed by the consumer;
– hygienic products where the seal is broken.
And for services:
– relating to accommodation, transport, catering, or leisure activities on specific dates;
– begun with the consumer’s express consent before the cooling-off period expired;
– relating to betting and lotteries.
Additional information:
To offer our customers worldwide the best possible range and availability, Zanvella ships directly from our international warehouses. Depending on your location, return parcels may need to be sent back to our main fulfilment centre abroad.
Article 9 – The Price
During the validity period of the offer, prices shall not be increased, except due to changes in legal regulations.
Products subject to financial market fluctuations may have variable prices.
Price increases within three months are only allowed if due to statutory regulations.
All prices shown are final prices, inclusive of import duties and customs clearance costs (DDP). Consumers will not be charged any additional import-related fees upon delivery.
All prices are subject to misprints. There is no obligation to deliver products at incorrect prices.
Article 10 – Conformity and Warranty
The entrepreneur guarantees that the products comply with the contract, specifications, and legal requirements.
Manufacturer warranties do not affect statutory consumer rights.
Defects must be reported within 30 days of delivery. Returns must be in original packaging and condition.
Warranty does not apply if:
– the consumer repairs or modifies the products themselves;
– the products are treated carelessly or contrary to instructions;
– defects result from government regulations on materials.
Article 11 – Delivery and Execution
The entrepreneur takes care in receiving and executing orders.
The place of delivery is the address provided by the consumer.
Orders are executed as soon as possible, no later than 30 days unless otherwise agreed. If delivery is delayed, the consumer may dissolve the contract free of charge. Refunds will be processed within 30 days.
If delivery is impossible, the entrepreneur will attempt to supply a replacement product. A replacement does not affect the right of withdrawal. Return costs in this case are borne by the entrepreneur.
Risk of damage or loss remains with the entrepreneur until delivery to the consumer.
Article 12 – Long-Term Transactions: Duration, Termination and Renewal
Contracts for indefinite duration may be terminated at any time with one month’s notice.
Contracts for fixed duration may be terminated at the end of the period with one month’s notice.
Renewal and termination rules follow the same principles as Dutch law.
Trial subscriptions end automatically.
Article 13 – Payment
Amounts owed must be paid within seven working days after the start of the cooling-off period.
The consumer must promptly report incorrect payment details.
In case of non-payment, the entrepreneur may charge reasonable costs, previously made known.
Article 14 – Complaints Procedure
Complaints must be submitted clearly within seven days of discovery.
Complaints will be answered within 30 days. If more time is required, acknowledgement will be sent with an expected response date.
If not resolved, disputes fall under the dispute procedure.
A complaint does not suspend obligations unless stated in writing.
If a complaint is justified, the entrepreneur may replace or repair products free of charge.
Article 15 – Disputes and Governing Law
These Terms and Conditions are governed by Dutch law.
However, UK consumers will always retain the mandatory protections provided under UK consumer law.
Disputes shall be submitted to the competent courts of the Netherlands, unless otherwise required by law.
