Website Policy's

Privacy Policy

Privacy policy lunadonna.com
This page was last modified on 21/06/2021

We know that you place your trust in us. We consider it our responsibility to protect your privacy. On this page, we inform you about what data we collect when you use our website, why we collect this data, and how we use it to improve your user experience. In this way, you will understand exactly how we operate.

This privacy policy applies to the services of

www.lunadonna.com

You should be aware that

lunadonna is not responsible for the privacy practices of other websites and sources. By using this website, you agree to the Privacy Policy.

lunadonna respects the privacy of all users of its website and ensures that the personal information you provide is kept confidential.

Our use of collected data

Use of our services

When you sign up for one of our services, we ask you to provide personal information. This information is used to perform the service. The information is stored on lunadonna own secure servers or those of a third party. We will not combine this information with any other personal information we have.

Communications
When you send emails or other messages to us, we may store those messages. Sometimes we will ask you for personal information that is relevant to the situation. This allows us to process your questions and respond to your requests. The information will be stored on lunadonna's own secure servers or those of a third party. We will not combine this information with any other personal information we have.

Cookies
We collect information for research purposes to gain a better understanding of our customers so that we can tailor our services to them.

This website uses "cookies" (text files that are stored on your computer) to help analyze how you use the website. The information generated by the cookie about your use of this website may be transmitted to luna
donna or a third party's secure servers. We use this information to track how you use the website, compile reports on website activity and provide other services relating to website activity and internet usage.

Purposes of Use
We do not collect or use information for purposes other than those described in this Privacy Policy unless we have obtained your prior consent.

Third Parties
Information is not shared with third parties, with the exception of web applications we use for our store. This includes the WebwinkelKeur rating system. This information is used only for the purpose of the application and is not shared. In addition, in some cases, the information is shared internally. Our employees are obligated to maintain the confidentiality of your information.

Changes
This Privacy Policy is tailored to the use and capabilities on this site. Adjustments and/or changes to this site may result in changes to this privacy statement. It is therefore advisable to read this privacy statement regularly.

Choices for personal data
We offer all visitors the ability to view, change or remove any personal information currently provided to us.

Discontinuing/Unsubscribing to the Newsletter Service
At the bottom of each mailing, you will find the option to adjust your information or unsubscribe.

Change/unsubscribe communication
If you would like to change your information or remove yourself from our files, please contact us. See contact details below.

Disabling cookies
Most browsers are initially set to accept cookies, but you can set your browser to reject all cookies or to indicate when a cookie is being sent. However, some features and services on our and other websites may not function properly if cookies are disabled in your browser.

Questions and feedback
We periodically review our compliance with this Privacy Policy. If you have any questions about this Privacy Policy, please contact us:

www.lunadonna.com

lunadonna - info@lunadonna.com

Verzend Beleid

ORDER AND DELIVERY
We believe that you should not pay too much for your favorite products. That is why we have decided to send the products directly from the supplier to you. In this way, we save tremendously on storage, transportation and packaging costs and can offer you the products at a fair price.

DELIVERY TIME
Not every order arrives next day, we work with different suppliers and delivery can take up to 20 working days for some shipments. We would like to ask you to wait a little longer before contacting us.

After sending your package you will see an estimated delivery time for that shipment, if this date has passed and you have not received your package please contact us.

FREE SHIPPING
We negotiate all prices with suppliers and always make sure that the price of a product includes shipping. This means that shipping is completely free!

We will handle the shipping of your order for our account. Our products are shipped to your home 100% free of charge. There is also no minimum order quantity required.

* with the exception of FREE items

Retour Beleid

Are you not satisfied with your order? We think that is very unfortunate, we would like to hear what we can do to make you happy.

You can return your product up to 14 days after receiving it, we will make sure that the purchase amount will be returned to your account within 7 business days.

Easy return in 3 steps!

Step 1: Fill out the return form. (Request by email)

Step 2: Send your order

Send the items along with the completed return form to the address on the return form. Be sure to include a track-and-trace code with the package. As the sender, you are responsible and we don't want any misunderstanding.

Step 3: After receiving the proof of posting or the goods, you will get your money back within 7 business days.

Info@luna
donna.com

Algemene Voorwaarden

The supply of movable property on lunadonna is not sold by Website Owner, but by Seller. When purchasing moveable goods, a contract is therefore concluded between Buyer and Seller. Website owner itself is therefore not a party to this sales contract. For convenience, the general terms and conditions applicable between Seller and Buyer are included in this document. Note: these terms and conditions apply between Buyer and Seller and are therefore not enforceable against Website owner.

If Seller is established in a country of the European Union (EU), Norway, Liechtenstein or Iceland, the European Distance Selling Directive applies. This directive includes the following rights and guarantees:

- Seller shall provide Buyer with information regarding taxes, payment, delivery and performance of the contract clearly and in writing.

- Buyer receives order within 30 days, unless another term has been agreed with Seller. If the movable item in question is not or no longer available, Seller shall inform Buyer thereof. Any payments or deposits shall be refunded within thirty days, unless Seller delivers a comparable item.

- Buyer has a right of withdrawal, which means that Buyer may cancel the purchase for at least fourteen days without giving any reason. Any shipping costs incurred will be borne by Buyer. Any payments made shall be refunded within thirty days.

ARTICLE 1 - DEFINITIONS
In these mediation conditions the following terms are defined:

lunadonna: Platform made available via www.lunadonna.com including all associated subdomains.

Website owner: VAT on request

Buyer: the person who makes a purchase on the above website.

4. Seller: company which, either as a producer or as a trader, sells movable property to Buyer.

ARTICLE 2 - RIGHTS OF PURCHASER

If Seller is established in a country of the European Union (EU), Norway, Liechtenstein or Iceland, the European Distance Selling Directive applies. This directive includes the following rights and guarantees:

Seller shall provide Buyer with information regarding taxes, payment, delivery and performance of the contract clearly and in writing.

Buyer receives order within 30 days, unless another term has been agreed with Seller. If the movable item in question is not or no longer available, Seller shall inform Buyer thereof. Any payments or deposits shall be refunded within thirty days, unless Seller delivers a comparable item.

Buyer has a right of withdrawal, which means that Buyer may return the purchase for at least fourteen days without giving reasons. Any shipping costs incurred will be borne by Buyer. Any payments or deposits shall be refunded within thirty days.

ARTICLE 3 - NATURE OF THE MEDIATION SERVICE

The offer of moveable goods on the Website is not sold by the Website owner, but by the Seller. The purchase of moveable property is therefore the subject of a contract between the Buyer and the Seller. Website owner himself is therefore not a party to this sales contract.

Through the Website, certain movable items are purchased from third parties, whether or not established in the European Union.

The service provided by Website Holder is an intermediary service provided to a third party. When ordering a moveable item through the Website, Website Holder is authorized to act as an intermediary, in the Buyer's name and for the Buyer's account, and to order the moveable item from the actual Seller of the moveable item in question.

If the actual Seller is based outside the Netherlands and the movable item in question must be imported as a result, this shall be done in the Buyer's name. Additional costs, such as import VAT and (customs) clearance charges shall be borne by Buyer.

ARTICLE 4 - PAYMENT

The settlement of the payment for the purchased product goes via Website owner. Website owner also takes care of (on)payment to the actual Seller.

It is possible that the prices mentioned on the Website are different from the amounts the Website owner pays to the actual Seller. It is possible that Seller is given the opportunity to buy the product, after it has been purchased by Buyer, for a lower amount. The difference between the amount paid by the Buyer and the amount paid to the actual Seller in these cases is considered to be the compensation for the mediation service provided by Website owner to the third party.

ARTICLE 5 - COMPLAINTS PROCEDURE

If the Buyer is dissatisfied with the way in which the (mediation) agreement has been carried out, this can be reported to the Website owner using the contact details given on the Website. Any report made by Buyer will be dealt with by Website Holder with the utmost care and as soon as possible. Website owner will give a substantive response to Buyer no more than fourteen days after receipt of the report.

In case of dissatisfaction with the procedure mentioned in paragraph 1 of this article, the Buyer can turn to the dispute commission of the European ODR Platform (https://ec.europa.eu/consumers/odr/).

General Terms and Conditions:

1 - Definitions
2 - Identity of the entrepreneur 3 - Applicability
4 - The offer
5 - The agreement
6 - Right of withdrawal
7 - Costs in case of withdrawal


ARTICLE 1 - DEFINITIONS
In these terms and conditions, the following terms are defined as follows:

Supplementary contract: a contract whereby the consumer acquires products, digital content and/or services in connection with a distance contract and these products, digital content and/or services are supplied by the trader or by a third party on the basis of an agreement between that third party and the trader;

Withdrawal period: the period within which the consumer can make use of his right of withdrawal;

Consumer: the natural person who is not acting in the exercise of a profession, business or craft and enters into an agreement with the entrepreneur;

Day: calendar day;
Digital content: data produced and delivered in digital form;

Duration transaction: an agreement relating to a series of products and / or services of which the delivery and / or purchase obligation is spread over time;

Durable medium: every (auxiliary) means that enables the consumer or entrepreneur to store information that is addressed to him personally, in a way that allows future consultation and unaltered reproduction of the stored information, including e-mail.

8 - Exclusion of right of withdrawal
9 - The price

10 - Compliance and warranty
11 - Delivery and execution
12 - Long-term transactions: duration, termination and renewal 13 - Payment
14 - Complaints
15 - Disputes
16 - Additional or different provisions

Right of withdrawal: the possibility for the consumer to waive the distance contract within the cooling-off period;

Model form: the form for withdrawal that is made available to the consumer by the entrepreneur and that the consumer can fill in when he wants to use his right of withdrawal;

Entrepreneur: the natural or legal person who offers products and / or (access to) digital content and / or services at a distance to consumers;

Distance contract: an agreement whereby in the framework of a system organized by the entrepreneur for distance selling of products and/or services, up to and including the conclusion of the agreement, exclusive use is made of one or more techniques for distance communication with the consumer;

Technique for distance communication: means that can be used for the conclusion of a distance contract, without the consumer and entrepreneur being together in the same room at the same time;

General Terms and Conditions: the present General Terms and Conditions of the Entrepreneur.

ARTICLE 2 - IDENTITY OF THE ENTREPRENEUR

Email address; info@lunadonna.com

VAT identification number; on request

ARTICLE 3 - APPLICABILITY

These General Terms and Conditions apply to every offer made by the Entrepreneur and to every distance contract and order concluded between the Entrepreneur and the Consumer.

Before the remote agreement is concluded, the text of these general conditions will be made available to the consumer. If this is not reasonably possible, before the remote agreement is concluded, it will be indicated that the general conditions are available for inspection at the entrepreneur's premises, how to inspect them and that these general conditions will be sent free of charge to the consumer as soon as possible at the consumer's request.

If the distance contract is concluded electronically, then, contrary to the previous paragraph, before the distance contract is concluded the text of these general terms and conditions can be made

way to the consumer to be made available in such a way that the consumer a simple way can be stored on a durable medium. If this is not reasonably possible, before the distance contract is concluded, it will be indicated where the general conditions can be consulted electronically and that they will be sent to the consumer free of charge, at his request, either electronically or in another way.

In case specific product or service conditions apply in addition to these general conditions, the second and third paragraphs shall apply accordingly and the consumer can always rely on the applicable provision that is most favorable to him in case of conflicting general conditions.

In the event that one or more provisions in these general conditions at any time are declared null and void or annulled in whole or in part, then these general conditions for the rest shall remain in force and the relevant annulled or null and void provision shall immediately be replaced in mutual consultation by a provision that approaches the meaning of the original provision as closely as possible.

Situations not covered by these general terms and conditions must be assessed in accordance with these general terms and conditions.

Uncertainties about the interpretation or content of one or more provisions of our terms and conditions, should be interpreted according to these general terms and conditions.

ARTICLE 4 - THE OFFER

If an offer has a limited validity period or is made under conditions with suspensive or dissolving effect, or any other condition, this will be explicitly mentioned in the offer.

The offer of the entrepreneur is without engagement. The entrepreneur has the right to change and adapt the offer.

The offer of the entrepreneur contains a description of the products and/or services offered, which is at all times complete and accurate. The offer includes a sufficiently detailed description to enable the consumer to make a proper assessment of the offer. If the entrepreneur uses any images that imply that these images show the product offered, then these are a true reflection of the products and / or services offered. Obvious mistakes or obvious errors in the offer can not bind the entrepreneur.

Images of products are a true representation of the products offered. However, the entrepreneur cannot guarantee that the colors shown will exactly match the real colors of the products.

Each offer contains such information that it is clear to the consumer what rights and obligations are attached to accepting the offer. This concerns in particular:

the price including taxes;

the possible costs of shipment;

the way in which the agreement will be concluded and which actions are necessary for this;

whether or not the height of the rate for distance communication

distance if the costs of using the technology for distance communication are calculated on a basis other than the regular basic rate for the means of communication used;

whether the agreement is archived after its conclusion and, if so, in what way it can be consulted by the consumer;

The minimum duration of the distance contract in the event of an extended transaction.

The application of the right of withdrawal;

the method of payment, delivery and implementation of the agreement;

ARTICLE 5 - THE AGREEMENT
The contract is concluded, subject to the provisions of paragraph 4, at the time of acceptance by the consumer of the offer and the fulfilment of the conditions thereby stipulated.

In the event that the consumer has accepted the offer electronically, the trader will immediately confirm receipt of electronic acceptance of the offer. As long as the receipt of this acceptance has not been confirmed by the entrepreneur, the consumer may dissolve the agreement.

If the agreement is created electronically, the entrepreneur will take appropriate technical and organizational measures to secure the electronic transmission of data and will ensure a secure web environment. If the consumer is able to pay electronically, the entrepreneur will take appropriate security measures.

The entrepreneur may, within legal limits, obtain information about the consumer's ability to fulfill his payment obligations, as well as about all those facts and factors which are important for a responsible conclusion of the distance contract. If, on the basis of this investigation, the entrepreneur has good reason not to enter into the agreement, he is entitled to refuse an order or application or to attach special conditions to the implementation.

The trader will send the consumer the following information, in writing or in such a way that the consumer can store it in an accessible manner on a durable medium, at the latest upon delivery of the product, service or digital content:

The visiting address of the trader's business establishment where the consumer can lodge complaints;

the conditions on which and the way in which the Consumer may exercise the right of withdrawal, or a clear statement concerning the exclusion of the right of withdrawal;

the information on guarantees and existing service after purchase;

The price, including taxes, of the product, service or digital

content;

the costs of delivery, insofar as applicable;

The method of payment, delivery or performance of the remote agreement

distance;

The requirements for terminating the agreement if the

agreement has a duration of more than one year or is indefinite

duration;

in the event that the consumer has a right of withdrawal, the

model form for withdrawal.

In case of a duration contract, the provision in the preceding paragraph applies only

applicable to the first delivery.

ARTICLE 6 - RIGHT OF RETRACTION Upon delivery of products:

When purchasing products, the consumer has the possibility of dissolving the agreement without giving reasons for 14 days.

This cooling off period commences on the day after receipt of the product by the consumer or a previously designated by the consumer and the entrepreneur announced representative.

If:

1. the consumer has ordered multiple products in the same order, the cooling off period will start on the day the consumer, or a third party designated by him, has received the last product. The entrepreneur may, provided he has clearly informed the consumer prior to the ordering process, refuse an order for multiple products with a different delivery time.

If the delivery of a product consists of multiple shipments or parts, the cooling off period will start on the day the consumer or a third party designated by him, received the last shipment or the last part;

the agreement extends to the regular delivery of products during a certain period, the cooling off period will start on the day on which the consumer, or a third party designated by him, has received the first product.

In the case of services and digital content not supplied on a tangible medium:

3. In the case of a service contract or a contract for the supply of digital content not supplied on a tangible medium, the consumer may terminate the contract during fourteen days without giving any reason. These fourteen days start on the day following the conclusion of the contract.

Extended cooling-off period for products, services and digital content that are not supplied on a material carrier when not informing about the right of withdrawal:

If the entrepreneur has not provided the consumer with the legally required information about the right of withdrawal or the model form for withdrawal, the cooling-off period will expire twelve months after the end of the original cooling-off period determined in accordance with the previous paragraphs of this article.

If the entrepreneur provided the information referred to in the previous paragraph to the consumer within twelve months after the start date of the original cooling-off period, the cooling-off period will expire 14 days after the day the consumer received this information.

During the cooling-off period the consumer will handle the product and packaging with care. He will only unpack or use the product to the extent necessary to judge whether he wishes to keep the product. If he exercises his right of withdrawal, he will return the product with all accessories and - if reasonably possible - in the original condition and packaging to the entrepreneur, according to the entrepreneur provided reasonable and clear instructions.

When the consumer wishes to make use of his right of withdrawal, he is obliged to make this known to the entrepreneur within 14 days after receiving the product. The consumer must make this known by means of the model form. After the consumer has made known to use his right of withdrawal, the customer must return the product within 14 days.

send. The consumer must prove that the delivered goods have been returned on time, for example by means of a proof of sending.

ARTICLE 7 - COSTS OF EXERCISING THE RIGHT OF WITHDRAWAL

When exercising the right of withdrawal by the Consumer, the Consumer shall bear no more than the cost of returning the Product.

The entrepreneur will refund the purchase price as soon as possible, but no later than 14 days after the withdrawal, in the same way the consumer used. Herewith return by the merchant or conclusive proof of complete return is required.

Any decrease in value of the product caused by careless handling will be borne by the consumer. This cannot be invoked if the entrepreneur has not provided all the legally required information regarding the right of withdrawal. This should be done prior to the conclusion of the purchase agreement.

ARTICLE 8 - EXCLUSION OF RIGHT OF WITHDRAWAL

Exclusion of the right of withdrawal is only possible if the trader clearly stated this fact when making the offer, or at least in good time prior to conclusion of the contract, and if it concerns one of the products listed in paragraph 2 and 3.

Exclusion is only possible for the following products:

that have been brought about by the trader in accordance with the consumer's

specifications of the consumer;

That are clearly personal in nature;

That spoil or age quickly;

Whose price is subject to fluctuations in the financial market

on which the entrepreneur has no influence;

for individual newspapers and magazines;

For audio and video recordings and computer software of which the

the consumer has broken the seal;

For hygienic products of which the consumer has broken the seal.

broken seal.

Exclusion is only possible for the following services:

concerning accommodation, transport, restaurant business or leisure activities to be

to be performed on a certain date or during a certain period;

Of which the delivery with the express consent of the consumer

commenced before the cooling-off period has expired;

concerning betting shops and lotteries

ARTICLE 9 1.

2.

3. 4.

5. 6.

7. 8.

- PRICE

During the period mentioned in the offer, the prices of the products and / or services are not increased, except for price changes due to changes in VAT rates. Notwithstanding the previous paragraph, the operator can offer products or services whose prices are subject to fluctuations in the financial market and over which the operator has no influence, with variable prices. This link to fluctuations and the fact that any prices mentioned are target prices will be mentioned with the offer.

Price increases within 3 months after the conclusion of the contract are only allowed if they result from legislation or regulations
Price increases from 3 months after the conclusion of the contract are only allowed if the entrepreneur has stipulated it and:

they are the result of statutory regulations or stipulations; or
the consumer is authorized to terminate the contract on the day on which the price increase takes effect.
The prices mentioned in the offer of products or services include VAT.
All prices are subject to misprints and typographical errors. For the consequences of misprints no liability is accepted. In case of misprints and typesetting errors, the Entrepreneur is not obliged to deliver the product according to the incorrect price.

ARTICLE 10 - GUARANTEE AND CONFORMITY

The Entrepreneur 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 existing statutory provisions and/or government regulations on the date that the contract was concluded. If agreed, the entrepreneur also guarantees that the product is suitable for other than normal use.

A guarantee provided by the entrepreneur, manufacturer or importer does not affect the legal rights and claims that the consumer under the agreement can assert against the entrepreneur. This includes any commitment from the trader, his supplier, importer or manufacturer in which he grants the consumer certain rights or claims that go beyond what

he is legally obliged to do in case he has failed to fulfill his part of the contract.

of his part of the agreement.

Any defects or wrongly delivered products should be reported to the entrepreneur in writing within 4

weeks after delivery to the entrepreneur in writing to be reported. Return of the products must be in the original packaging and in new condition.

The warranty does not apply if:

The consumer has repaired the delivered products itself and / or

The guarantee does not apply if: The consumer has repaired and/or modified the delivered products himself or has had them repaired and/or modified by third parties;

The delivered products are subjected to abnormal conditions

The delivered products have been exposed to abnormal conditions or otherwise carelessly handled or in violation of the instructions of the entrepreneur and / or on the packaging are treated;

The defectiveness is wholly or partially the result of government regulations which have been or will be imposed on the nature or quality of the materials used.

ARTICLE 11 - DELIVERY AND IMPLEMENTATION

The entrepreneur will take the utmost care in receiving and carrying out orders of products and in assessing applications for the provision of services.

The place of delivery is the address that the consumer has made known to the company.

Subject to what is stated in paragraph 4 of this article, the company accepted orders expeditiously but not later than 30 days, unless consumers have agreed to a longer delivery period. If the delivery has been delayed, or if an order cannot be filled or can be filled only partially, the Consumer shall be informed about this within 30 days after the order was placed. The consumer in that case has the right to terminate the contract without penalty. The consumer is not entitled to compensation.

All delivery periods are indicative. The consumer cannot derive any rights from any delivery dates mentioned. Exceeding a term does not entitle the consumer to compensation.

In case of dissolution in accordance with paragraph 3 of this article, the entrepreneur will refund the amount paid by the consumer as soon as possible but at least within 14 days after dissolution.

If delivery of an ordered product turns out to be impossible, the entrepreneur will make an effort to provide a replacement article. At the latest upon delivery, it will be clearly and comprehensibly reported that a replacement article is being delivered. With replacement items, the right of withdrawal cannot be excluded. The cost of any return shipment shall be borne by the entrepreneur.

The risk of damage and / or loss of products rests with the entrepreneur until the time of delivery to the consumer or a pre-designated and the entrepreneur announced representative, unless otherwise expressly agreed.

ARTICLE 12 - SUSTAINABLE TRANSACTIONS: DURATION, TERMINATION AND RENEWAL Notice of termination

The consumer may contract for an indefinite period and that extends to the regular delivery of products (including electricity) or services, at any time denounce the applicable termination rules and a notice not exceeding one month.

The consumer may contract for a definite period and that extends to the regular delivery of products (including electricity) or services, at any time at the end of the fixed term denounce the applicable termination rules and a notice not exceeding one month.

The consumer can the agreements mentioned in the previous paragraphs:

terminate at all times and not be limited to termination at a specific time or in a specific period;

at least cancel in the same way as they were entered into by him;

always terminate them with the same period of notice as the entrepreneur has

has stipulated for himself.

Extension

A contract for a definite period and that extends to the regular delivery of products (including electricity) or services, may not be extended or renewed tacitly for a definite period.

Notwithstanding the preceding paragraph, a fixed-term contract that has been concluded for the regular supply of daily or weekly newspapers and magazines may be tacitly renewed for a maximum period of three months, if the consumer can terminate the renewed contract towards the end of the renewal with a period of notice that does not exceed one month.

A contract for a definite period, which extends to the regular delivery of products or services may only be extended tacitly for an indefinite period if the consumer may terminate at any time with a notice of up to one month and a notice of up to three months if the contract is about the regular, but less than once a month, delivery of daily, news and weekly newspapers and magazines.

A contract with a limited duration for the regular supply, by way of introduction, of daily or weekly newspapers and magazines (trial or introductory subscription) is not tacitly continued and ends automatically at the end of the trial or introductory period.

Duration

8. If a contract lasts more than one year, after one year of the agreement the consumer may at any time terminate with a notice of up to one month, unless the

reasonableness and fairness against termination before the end of the agreed term.

ARTICLE 13 - PAYMENT

As far as no other date has been agreed, sums payable by the consumer should be paid within 7 working days after the start of the cooling-off period as stated in article 6 paragraph 1. In case of an agreement for the provision of a service, this period shall start after the consumer has received the confirmation of the agreement.

The consumer has the duty to inaccuracies in data supplied or specified payment immediately to the operator to report.

In case of non-payment by the consumer, the entrepreneur has the right, subject to legal restrictions, to charge the reasonable costs made known to the consumer in advance.

ARTICLE 14 - COMPLAINTS PROCEDURE

The Entrepreneur shall have a sufficiently notified complaints procedure and shall handle the complaint in accordance with this complaints procedure.

Complaints about the implementation of the contract must be submitted to the trader fully and clearly described within a reasonable time after the consumer has discovered the defects.

Complaints submitted to the trader will be answered within a period of 14 days, calculated from the date of receipt. If a complaint requires a foreseeable longer processing time, the entrepreneur will respond within the period of 14 days with a message of receipt and an indication when the consumer can expect a more detailed answer.

If the complaint cannot be resolved by mutual agreement, it becomes a dispute that is subject to the dispute resolution procedure.

ARTICLE 15 - DISPUTES

On agreements between the entrepreneur and the consumer to which these general conditions relate, only Dutch law applies.

ARTICLE 16 - ADDITIONAL OR DIFFERENT PROVISIONS

Additional provisions or provisions that deviate from these General Terms and Conditions, may not be to the Consumer's detriment and should be recorded in writing or in such a way that the Consumer can store them in an accessible manner on a long-term data carrier.