Terms of service
ARTICLE 1 - DEFINITIONS
In these terms and conditions, the following definitions apply:
- Cooling-off Period: The period within which the consumer can exercise their right of withdrawal.
- Consumer: A natural person not acting in the exercise of a profession or business who enters into a distance contract with the entrepreneur.
- Ongoing Contract: A distance contract concerning a series of products or services, with obligations spread over time.
- Right of Withdrawal: The consumer’s option to withdraw from the distance contract within the cooling-off period.
- Entrepreneur: The natural or legal person offering products or services remotely to consumers.
- Distance Contract: A contract concluded between the entrepreneur and the consumer using remote communication techniques.
- Importer of Record: The legal entity or person responsible for ensuring that goods are imported in compliance with local laws, paying import duties, taxes, and fees.
- CESOP: The Central Electronic System of Payment Information introduced by the EU to monitor payment service providers.
ARTICLE 2 – IDENTITY OF THE ENTREPRENEUR
- Business Name: DV E-Commerce BV
- Chamber of Commerce (KvK) Number: 98048155
- VAT Number: NL868337973B01
- Customer Service Email: info@eastwoodandbloom.com
- Business Address: Oder 20, 2491DC in The Hague, The Netherlands
ARTICLE 3 – APPLICABILITY
These general terms and conditions apply to every offer by the entrepreneur and every distance contract concluded between the entrepreneur and the consumer. Before the agreement is finalized, these terms and conditions are made available electronically or otherwise. If any specific product or service conditions apply in addition to these general terms, those conditions will prevail in the event of a conflict.
ARTICLE 4 – THE OFFER
- Offers are non-binding. The entrepreneur reserves the right to modify offers at any time.
- All prices shown exclude import duties, VAT, and other local taxes that may be levied upon import unless explicitly stated otherwise at checkout.
- The offer clearly specifies shipping fees and any surcharges collected by the postal or courier service.
ARTICLE 5 – THE AGREEMENT
The agreement is established once the consumer accepts the offer and complies with the specified terms. The entrepreneur will confirm acceptance immediately via email. By placing an order, the consumer explicitly agrees to act as the Importer of Record and to bear all import-related costs under DDU (Delivered Duty Unpaid) terms.
ARTICLE 6 – RIGHT OF WITHDRAWAL
- Consumers have the right to withdraw from the contract within 14 days of receiving the product without providing a reason.
- Return shipping costs are borne by the consumer when exercising the right of withdrawal.
ARTICLE 7 – COSTS IN CASE OF WITHDRAWAL
The entrepreneur will reimburse payments within 14 days of receiving the returned goods, provided the products are returned in their original condition and packaging.
ARTICLE 8 – CUSTOMS AND VAT REGULATION
1. All orders are shipped under DDU (Delivered Duty Unpaid) terms, unless otherwise explicitly agreed in writing.
2. The customer is the Importer of Record and is fully responsible for fulfilling all legal obligations regarding the importation of goods into the country of delivery.
3. All import duties, VAT, clearance fees, administrative costs, and other local taxes are solely for the customer’s account.
4. The entrepreneur does not charge VAT on orders and does not participate in the EU IOSS scheme, unless explicitly stated on the checkout page.
5. The entrepreneur will provide the necessary documentation for shipment but does not guarantee that the goods will meet local import requirements. Customers are strongly advised to check import restrictions and applicable costs before placing an order.
6. Refusal or failure to pay import duties, VAT, or other local charges that results in the shipment being returned or destroyed does not entitle the customer to a refund.
ARTICLE 9 – CESOP COMPLIANCE
From 2024, payment service providers will register transaction data in the CESOP system (Central Electronic System of Payment Information) in accordance with EU regulations. The entrepreneur complies with these regulations, which may result in the reporting of payment data to tax authorities.
ARTICLE 10 – CONFORMITY AND WARRANTY
- The entrepreneur ensures that the products comply with the agreement and meet legal requirements.
- Complaints about defects must be submitted in writing within 14 days of receipt.
- Products must be returned in their original packaging and condition.
- Delays caused by customs clearance or non-payment of import duties are not covered by the warranty.
ARTICLE 11 – DELIVERY
1. Orders are shipped as soon as possible, with a maximum delivery period of 30 days unless otherwise agreed.
2. Delivery takes place at the address provided by the customer. From the moment the goods arrive in the destination country, the customer bears full responsibility for fulfilling import obligations under DDU terms.
3. Delays caused by customs inspections, clearance procedures, or non-payment of duties do not constitute grounds for cancellation or refund.
4. If the customer fails to accept delivery or complete the required import procedures, the payment obligation remains in full force. Reshipping is only possible if agreed in writing and upon prepayment of additional shipping and administrative costs.
ARTICLE 12 – COMPLAINT RESOLUTION
- Complaints must be submitted in writing within 7 days of discovering the issue.
- The entrepreneur will respond within 14 days. If a longer processing time is required, the entrepreneur will provide an estimated resolution timeline.
ARTICLE 13 – DISPUTES
These general terms and conditions are governed by Dutch law. The entrepreneur and the customer will first attempt to resolve disputes amicably. If this is not possible, disputes will be submitted to the competent court in the Netherlands.
