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Terms of service

Terms of Service

Section 1 – Definitions

For the purposes of these terms, the following definitions apply:

  • Reflection Period: the period during which the customer may exercise their right of withdrawal;
  • Customer: an individual who is not acting for purposes related to a trade, business, craft, or profession, and who enters into a distance contract with Trylumoirastore;
  • Day: calendar day;
  • Ongoing Transaction: a distance contract covering a series of products and/or services, where the obligation to deliver and/or purchase is spread out over time;
  • Durable Medium: any tool that allows the customer or Trylumoirastore to store information addressed to them personally, in a way that permits future reference and unaltered reproduction of that stored information;
  • Right of Withdrawal: the customer's option to cancel the distance contract within the reflection period;
  • Business: the individual or legal entity that offers products and/or services to customers remotely;
  • Distance Contract: a contract formed as part of an organized system for the remote sale of products and/or services, where, up until the moment the contract is concluded, exclusive use is made of one or more methods of distance communication;
  • Method of Distance Communication: any tool that can be used to conclude a contract without requiring the customer and Trylumoirastore to be physically present in the same location at the same time;
  • Terms of Service: these Terms of Service belonging to Trylumoirastore.

Section 2 – Business Information

Trylumoirastore

Section 3 – Applicability

These terms and conditions apply to every offer made by Trylumoirastore and to every distance contract and order concluded between Trylumoirastore and the customer. Before the distance contract is concluded, the text of these terms will be made available to the customer. If this is not reasonably possible, Trylumoirastore will indicate, before the contract is concluded, that the terms can be reviewed at Trylumoirastore and will be sent free of charge as quickly as possible upon the customer's request.

Where the distance contract is concluded electronically, and notwithstanding the previous paragraph, the text of these terms may instead be provided to the customer electronically, in a way that allows the customer to easily store it on a durable medium. If this is not reasonably possible before the contract is concluded, Trylumoirastore will indicate where the terms can be viewed electronically and confirm that they will be sent free of charge, either electronically or by other means, upon the customer's request.

If specific product or service terms apply in addition to these general terms, paragraphs two and three apply accordingly, and in the event of conflicting provisions, the customer may always rely on whichever applicable provision is most favorable to them.

Should one or more provisions of these terms be, in whole or in part, invalid or voided at any time, the remainder of the agreement and these terms will continue to apply. The parties will then agree without delay on a replacement provision that reflects, as closely as possible, the intent of the original.

Any situation not addressed in these terms should be interpreted in keeping with the spirit of these terms. Likewise, any ambiguity regarding the meaning or content of one or more provisions should be resolved in line with that same spirit.

Section 4 – The Offer

If an offer is subject to a limited validity period or specific conditions, this will be clearly stated in the offer. All offers are made without obligation, and Trylumoirastore reserves the right to modify or update them. Each offer includes a complete and accurate description of the products and/or services provided, detailed enough to allow the customer to properly assess the offer. Any images used are a genuine representation of the products and/or services offered. Trylumoirastore is not bound by any obvious mistakes or errors in the offer. All images, specifications, and details in the offer are provided as indications only and do not give grounds for compensation or contract termination. Product images are a faithful representation of the items offered; however, Trylumoirastore cannot guarantee that the colors shown will exactly match the actual colors of the products.

Each offer contains enough information for the customer to clearly understand the rights and obligations that come with accepting it. This includes, in particular:

  • the price, excluding customs clearance costs and import VAT. These additional costs are the customer's own responsibility and risk. The postal or courier service will apply the special scheme for postal and courier services regarding import, which applies when goods are imported into the destination country, as is the case here. The postal or courier service collects the VAT (whether combined with clearance fees or not) directly from the recipient of the goods;
  • any shipping costs that may apply;
  • how the contract will be formed and what steps are required to do so;
  • whether or not the right of withdrawal applies;
  • the method of payment, delivery, and fulfillment of the contract;
  • the period during which the offer must be accepted, or the period during which Trylumoirastore guarantees the stated price;
  • the rate for distance communication, if the cost of using the method of distance communication is calculated on a basis other than the standard base rate for the communication method used;
  • whether the contract will be archived after it is concluded, and if so, how the customer can access it;
  • how the customer can review and, if necessary, correct the information they provided as part of the contract before it is concluded;
  • any additional languages, besides English, in which the contract can be concluded;
  • any codes of conduct Trylumoirastore has agreed to follow, and how the customer can view these electronically;
  • the minimum duration of the distance contract in the case of an ongoing transaction;
  • optional: available sizes, colors, and types of materials.

Section 5 – The Contract

Subject to paragraph 4 below, the contract is formed at the moment the customer accepts the offer and meets the conditions attached to it. If the customer accepted the offer electronically, Trylumoirastore will promptly confirm receipt of that acceptance electronically. Until Trylumoirastore confirms receipt of the acceptance, the customer may cancel the contract.

Where the contract is formed electronically, Trylumoirastore will take suitable technical and organizational measures to secure the electronic transfer of data and will maintain a secure online environment. If the customer can pay electronically, Trylumoirastore will apply appropriate security measures accordingly.

Within legal limits, Trylumoirastore may verify whether the customer can meet their payment obligations, along with any other facts and factors relevant to responsibly entering into the distance contract. If this review gives Trylumoirastore valid grounds not to proceed, it is entitled to decline an order or request with reasons, or to attach special conditions to its fulfillment.

Trylumoirastore will send the following information along with the product or service, either in writing or in a format the customer can store on a durable medium in an accessible way:

  1. the visiting address of Trylumoirastore's location where the customer can direct complaints;
  2. the conditions under which, and the way in which, the customer can exercise the right of withdrawal, or a clear statement that the right of withdrawal does not apply;
  3. information about warranties and available after-sales service;
  4. the information set out in Section 4, paragraph 3 of these terms, unless Trylumoirastore has already provided this information to the customer before the contract was fulfilled;
  5. the requirements for terminating the contract if it runs for longer than one year or has no fixed end date.

In the case of an ongoing transaction, the provision in the previous paragraph applies only to the first delivery. Every contract is entered into subject to the condition that sufficient stock of the relevant products is available.

Section 6 – Right of Withdrawal

When purchasing products, the customer may cancel the contract without giving any reason within 30 days. This reflection period begins on the day after the customer, or a representative designated by the customer in advance and made known to Trylumoirastore, receives the product.

During the reflection period, the customer must handle the product and its packaging with care. The product should only be unpacked or used to the extent needed to determine whether the customer wishes to keep it. If the customer decides to exercise their right of withdrawal, they must return the product to Trylumoirastore with all accessories included and, if reasonably possible, in its original condition and packaging, following the reasonable and clear instructions provided by Trylumoirastore.

If the customer wishes to exercise their right of withdrawal, they must notify Trylumoirastore within 30 days of receiving the product. This notice must be given in writing or by email. Once the customer has informed Trylumoirastore of their intent to withdraw, they must return the product within 30 days. The customer must be able to show that the goods were returned on time, for example with proof of shipment.

If, after the periods mentioned in paragraphs 2 and 3 have passed, the customer has not notified Trylumoirastore of their intent to withdraw or has not returned the product, the purchase is considered final.

Section 7 – Costs in the Event of Withdrawal

If the customer exercises their right of withdrawal, the cost of returning the product is the customer's responsibility. If the customer has already made a payment, Trylumoirastore will refund this amount as soon as possible, and no later than 14 days after the withdrawal, provided the returned product has been received or the customer can provide conclusive proof that it was fully returned.

Section 8 – Exceptions to the Right of Withdrawal

Trylumoirastore may exclude the customer's right of withdrawal for the products described in paragraphs 2 and 3 below. Such exclusion only applies if Trylumoirastore has clearly stated it in the offer, or at least in good time before the contract was concluded. The right of withdrawal can only be excluded for products:

  1. that were made by Trylumoirastore according to the customer's specifications;
  2. that are clearly personal in nature;
  3. that cannot be returned due to their nature;
  4. that can spoil or age quickly;
  5. whose price depends on fluctuations in the financial market that Trylumoirastore cannot control;
  6. for individual newspapers and magazines;
  7. for audio and video recordings and computer software where the customer has broken the seal;
  8. for hygiene products where the customer has broken the seal.

The right of withdrawal can only be excluded for services:

  1. for accommodation, transportation, restaurant services, or leisure activities to be provided on a specific date or during a specific period;
  2. where delivery began, with the customer's explicit consent, before the reflection period ended;
  3. for bets and lotteries.

Section 9 – Pricing

During the validity period stated in the offer, prices for the products and/or services offered will not increase, except for price changes resulting from changes in VAT rates.

Notwithstanding the previous paragraph, Trylumoirastore may offer products or services with variable prices if those prices depend on fluctuations in the financial market that Trylumoirastore cannot control. Any such dependence on market fluctuations, and the fact that stated prices may be indicative, will be mentioned in the offer.

Price increases within 3 months of the contract being formed are only permitted if they result from legal regulations or provisions. Price increases occurring 3 months or more after the contract was formed are only permitted if Trylumoirastore had reserved the right to do so, and:

  1. they result from legal regulations or provisions; or
  2. the customer has the right to cancel the contract effective from the day the price increase takes effect.

Under Article 5, paragraph 1 of the Dutch VAT Act 1968, delivery takes place in the country where transport begins. In this case, that delivery occurs outside the EU. As a result, the postal or courier service will collect import VAT and/or customs clearance costs from the customer. Trylumoirastore therefore does not charge VAT.

All prices are subject to printing and typesetting errors. No liability is accepted for the consequences of such errors, and Trylumoirastore is not obligated to deliver a product at an incorrectly stated price.

Section 10 – Conformity and Warranty

Trylumoirastore guarantees that its products and/or services comply with the contract, the specifications stated in the offer, reasonable standards of reliability and/or usability, and the legal provisions and/or government regulations in effect on the date the contract was formed. Where agreed, Trylumoirastore also guarantees that the product is suitable for uses other than normal use.

Any warranty provided by Trylumoirastore, the manufacturer, or the importer does not affect the legal rights and claims the customer may otherwise have against Trylumoirastore under the contract. Any defects or incorrectly delivered products must be reported to Trylumoirastore in writing within 14 days of delivery. Returned products must be sent back in their original packaging and in new condition.

Trylumoirastore's warranty period matches the manufacturer's warranty period. However, Trylumoirastore is never responsible for whether the products are ultimately suitable for any particular use by the customer, nor for any advice given regarding the use or application of the products.

The warranty does not apply if:

  • the customer has repaired and/or modified the delivered products themselves, or had them repaired and/or modified by a third party;
  • the delivered products have been exposed to abnormal conditions, handled carelessly, used contrary to Trylumoirastore's instructions, or treated in a way that goes against the instructions on the packaging;
  • the defect is wholly or partly the result of regulations that the government has imposed or will impose regarding the nature or quality of the materials used.

Section 11 – Delivery and Fulfillment

Trylumoirastore will exercise the greatest possible care when receiving and fulfilling product orders.

In line with what is stated in Section 4 of these terms, Trylumoirastore will fulfill accepted orders as quickly as possible, and no later than within 30 days, unless the customer has agreed to a longer delivery period.

If delivery is delayed, or if an order cannot be fulfilled or can only be partially fulfilled, the customer will be notified no later than 30 days after placing the order. In that case, the customer has the right to cancel the contract free of charge and may be entitled to compensation.

If the contract is cancelled as described in the previous paragraph, Trylumoirastore will refund the amount the customer paid as soon as possible, and no later than within 14 days of the cancellation.

If delivering an ordered product turns out to be impossible, Trylumoirastore will make an effort to offer a replacement item. At the latest upon delivery, it will be clearly and understandably stated that a replacement item is being delivered. The right of withdrawal cannot be excluded for replacement items. Any costs of returning such items will be covered by Trylumoirastore.

Trylumoirastore bears the risk of damage to and/or loss of products until the moment of delivery to the customer or to a representative designated in advance and made known to Trylumoirastore, unless otherwise explicitly agreed.

Section 12 – Ongoing Transactions: Duration, Cancellation, and Renewal

Cancellation

The customer may cancel, at any time, a contract entered into for an indefinite period that involves the regular delivery of products (including electricity) or services, subject to any agreed cancellation rules and a notice period of no more than one month.

The customer may cancel a contract entered into for a fixed period that involves the regular delivery of products (including electricity) or services at any time before the end of that fixed period, subject to any agreed cancellation rules and a notice period of no more than one month.

With respect to the contracts described in the previous paragraphs, the customer may:

  • cancel at any time, without being limited to cancelling at a specific point in time or during a specific period;
  • cancel at least in the same manner in which the contract was entered into, and always with the same notice period that Trylumoirastore has reserved for itself.

Renewal

A contract entered into for a fixed period that involves the regular delivery of products (including electricity) or services may not be automatically renewed or extended for another fixed period.

Notwithstanding the previous paragraph, a fixed-term contract for the regular delivery of daily papers, news publications, or weekly and monthly magazines may be automatically renewed for a fixed period of up to three months, provided the customer can cancel the renewed contract at the end of that renewal period with a notice period of no more than one month.

A fixed-term contract for the regular delivery of products or services may only be automatically renewed for an indefinite period if the customer is allowed to cancel at any time with a notice period of no more than one month, or no more than three months if the contract involves delivering daily papers, news publications, or weekly and monthly magazines less than once a month.

A limited-term introductory or trial subscription for the regular delivery of daily papers, news publications, or weekly and monthly magazines will not be automatically continued and will end automatically once the trial or introductory period is over.

Duration

If a contract has a duration of more than one year, the customer may cancel it at any time after the first year, with a notice period of no more than one month, unless fairness and reasonableness require otherwise before the agreed duration ends.

Section 13 – Payment

Unless otherwise agreed, amounts owed by the customer must be paid within 7 business days after the start of the reflection period referred to in Section 6, paragraph 1. For contracts involving the provision of a service, this period begins once the customer has received confirmation of the contract.

The customer is responsible for promptly reporting any inaccuracies in the payment information provided or listed to Trylumoirastore.

In the event of non-payment by the customer, Trylumoirastore has the right, within legal limits, to charge reasonable costs that were communicated to the customer in advance.

Section 14 – Complaints

Complaints regarding the fulfillment of the contract must be submitted to Trylumoirastore fully and clearly described within 7 days of the customer discovering the issue.

Complaints submitted to Trylumoirastore will be answered within 14 days of receipt. If a complaint requires a longer processing time, Trylumoirastore will respond within that same 14-day period with an acknowledgment of receipt and an indication of when the customer can expect a more detailed response.

If a complaint cannot be resolved through mutual agreement, a dispute arises that may be submitted to the applicable dispute resolution process.

Submitting a complaint does not suspend Trylumoirastore's obligations, unless Trylumoirastore states otherwise in writing.

If Trylumoirastore finds a complaint to be justified, it will, at its own discretion, either replace or repair the delivered products free of charge.

Section 15 – Disputes

Contracts between Trylumoirastore and the customer that are governed by these terms are subject exclusively to Dutch law, even if the customer resides outside the Netherlands.

Section 16 – Contact Information

For more information about our terms, to ask a question, or to submit a complaint, please contact us by email: support@trylumoirastore.cotrylumoirastore.co

Our customer service team is available:

Monday through Friday, 8:00 AM to 5:00 PM.
Saturday and Sunday, 10:00 AM to 4:00 PM.

You can reach us through:

Email: support@trylumoirastore.cotrylumoirastore.co

We aim to respond within 24 hours.

For any other questions, please visit our frequently asked questions page.