1. General terms and definitions

These general terms and conditions apply to the business relationship between the customer (hereinafter referred to as the “buyer”) and the company WTW.NL; Company ID: 78 758 343; VAT ID: NL003379382B82; Registered address: Prinses Beatrixlaan 29, 2224XG Katwijk, Nederland (hereinafter referred to as the “seller”), established through the online store system www.wtwstore.com.

Contact details of the online store operator

Phone number: +31 85 060 22 97

E-mail address: info@wtwstore.com

The operator of the online store is responsible for the processing of personal data in accordance with Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016 (GDPR) on the protection of natural persons with regard to the processing of personal data and on the free movement of such data.

The operator has adopted all appropriate technical and organizational measures to ensure the best possible protection of personal data.

The operator does not appoint a data protection officer.

The operator does not intend to transfer personal data to a third country or international organization.

“Personal data” refers to any information relating to an identified or identifiable natural person (“data subject”); an identifiable person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, identification number, location data, online identifier, or to one or more factors specific to their physical, physiological, genetic, mental, economic, cultural or social identity.

The buyer is understood to be a natural or legal person who has registered on the site and submitted an electronic order after their own authorization, processed by the store system.

An electronic order refers to a submitted electronic form containing customer information, a list of ordered goods from the store’s offering, and the price of those goods, processed by the store’s system.

These terms define and clarify the rights and obligations of the seller and the buyer and, in their current version, form an inseparable part of the purchase agreement. In the absence of a written permanent purchase agreement between the seller and the buyer, the submitted electronic order is considered a valid purchase agreement.

A condition for the validity of the electronic order is the truthful and complete completion of all fields required by the registration form. All accepted electronic orders are considered binding. The seller may, in specific cases—especially those involving higher-value items—reserve the right to reconfirm the order. Depending on the nature of the transaction (quantity, price, transport costs, distance, etc.), particularly for orders exceeding €500, the operator reserves the right to request additional authorization from the buyer via an appropriate method, such as a phone call or written confirmation. If the buyer refuses to authorize the order, it will be considered invalid.

2. Ordering goods

Goods can be ordered exclusively through this online store using the shopping cart. The order must include the required information: contact details (first and last name, delivery address, email, and phone number), the selected payment method, the name of the product, and any additional product specifications (such as quantity, size, etc.).

By submitting the order, the buyer confirms that the seller has fulfilled all obligations in accordance with Directive 2011/83/EU on consumer rights, concerning distance selling and off-premises contracts, as applicable within Dutch and EU law.

3. Payment terms

The buyer agrees to pay the full amount for the ordered goods, including any applicable shipping and handling fees, using one of the payment methods available during checkout:

Online Payment via Adyen

Visa, Mastercard, Google Pay, Apple Pay

After confirming the order, the buyer proceeds with payment through the secure Adyen payment gateway. Payment details such as card number, expiration date, CVV code, or digital wallet authorization are entered directly on the secure page. Once the payment is successfully completed, the buyer is redirected to a confirmation page indicating that the order has been received.

Payment via PayPal

The buyer can complete the transaction using PayPal. After choosing this option, the buyer is redirected to PayPal’s secure environment to authorize the payment. Upon successful payment, the buyer is redirected back to the seller’s website with a confirmation of order receipt.

Bank Transfer

Upon completing the purchase, the buyer will be redirected to a confirmation page displaying all necessary bank details for completing the payment. A QR code will be provided to simplify the transfer by automatically filling in the correct payment information. The buyer must include the order number as the variable symbol in the transfer details. Once the payment is received — no later than 5 business days — the order will be processed and shipped. The customer will be notified of the order status via email.

4. Delivery terms

The standard delivery time after dispatch is 1 to 5 business days, depending on the chosen shipping provider and destination country. Delivery times may vary, especially for international shipments to Belgium, Spain, or the United Kingdom. If the estimated delivery time cannot be met, the customer will be notified by email or phone.

To ensure smooth processing and successful delivery, the buyer must provide an accurate and complete shipping address, including postcode, street, house number, and a reachable phone number.

All successfully received orders containing in-stock products are typically dispatched within 1 to 2 business days. During peak seasons or sales events, the dispatch time may extend to 3 to 5 business days.

Free shipping may apply during selected promotional periods or based on current seasonal campaigns. Any such offers will be clearly communicated during the checkout process or on the homepage.

5. Delivery and acceptance of goods

Products are delivered via the shipping carrier selected by the buyer during the checkout process. Shipping costs depend on the weight of the order and the current rate of the selected courier service.

During promotional periods, free shipping may be available. These offers will be clearly communicated on the website, in the cart, or during checkout.

Upon delivery, the buyer is obliged to inspect the physical condition and completeness of the package. If the shipment appears visibly damaged or incomplete, the buyer must refuse delivery, immediately notify the seller, and request the courier to file a damage report. Any claims regarding missing items or product damage reported after accepting the delivery will not be accepted.

Ownership of the product transfers to the buyer once the order is delivered and paid for, at the delivery location specified in the order.

The risk of damage or loss passes to the buyer at the moment the goods are received by the buyer or an authorized representative.

6. Non-acceptance of shipment

By placing an order, the buyer enters into a legally binding purchase agreement in accordance with applicable Dutch civil law. The buyer is therefore obliged to accept delivery and make payment for the ordered goods.

Under EU and Dutch consumer protection law, the buyer has the right to withdraw from the contract within 14 days of receiving the goods, without giving a reason. However, this right does not allow the buyer to refuse delivery as a form of withdrawal.

Failure to accept the shipment does not constitute a valid withdrawal and may be considered a breach of contract.

In such cases, the seller reserves the right to request that the buyer collect the goods at their own expense. If the goods are not collected within the additional period granted, the seller may pursue legal action, including filing a claim or initiating a court order for payment. Once the goods are legally deposited with the court (or a designated storage), they are considered delivered.

7. Right to a refund within 14 days

The buyer has the right to request a refund within 14 days of receiving the goods, provided the product is not damaged and remains in its original packaging. After this period, the right to withdraw from the purchase agreement without giving a reason expires.

How to request a refund within 14 days

1) The buyer must send an email to info@wtwstore.com with the subject line: Request for Refund Within 14 Days or Withdrawal from Purchase Agreement.

2) The email should include the following information:

Full name, Phone number, IBAN bank account number, Product name, Product catalog number (if available), Order number, Order date

3) The product must be returned in its original packaging, undamaged and unused, to the seller’s address as soon as possible, and no later than the 14-day return deadline.

4) After receiving the returned goods, the seller will process the refund to the buyer’s provided IBAN account within 14 days.

Return address

WTW.NL
Prinses Beatrixlaan 29
2224XG Katwijk
The Netherlands

Important: The product must not show signs of damage, use, or improper handling, as this may reduce its value and result in refusal of the refund.

This refund process is intended for buyers who, upon initial inspection or use of the product, decide it does not meet their expectations or needs.

8. Withdrawal from the Purchase Agreement by the Buyer

In accordance with EU Directive 2011/83/EU on consumer rights, the buyer has the right to withdraw from the purchase agreement without providing a reason within 14 days of receiving the goods (or a third party designated by the buyer, excluding the courier).

To exercise the right of withdrawal, the buyer must notify the seller of their decision via a clear written statement (e.g. by email or post) sent to:

WTW.NL
Prinses Beatrixlaan 29
2224XG Katwijk
The Netherlands

E-mail: info@wtwstore.com

The withdrawal period is considered met if the buyer sends the notice before the 14-day period expires.

After a valid withdrawal, the seller will refund all payments received from the buyer, including standard delivery costs. Additional charges due to the buyer selecting a more expensive shipping method than the seller’s standard option will not be refunded.

Refunds will be processed without undue delay and no later than 14 days after receiving the withdrawal notice (or returned goods, if already delivered). Refunds will be issued using the same payment method used for the original transaction unless the buyer explicitly requests a different method, at no additional cost.

If a bank transfer refund is requested, the buyer must include their IBAN account number in the withdrawal notice.

The seller may withhold the refund until the returned goods have been received.

The goods must be returned to the following address, no later than 14 days from the date of withdrawal:

WTW.NL
Prinses Beatrixlaan 29
2224XG Katwijk
The Netherlands

The return period is deemed respected if the goods are shipped back before the 14-day deadline expires. The buyer is responsible for the direct return shipping costs.

Liability for diminished value

The buyer is responsible for any decrease in the value of the returned goods resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the product.

The goods must not be damaged or used.

If the buyer returns goods that are damaged, partially used, or not in the same condition as when they were dispatched by the seller, the buyer acknowledges that the seller is entitled to deduct the corresponding value of the damage, which must be demonstrably proven, from the refund amount.

9. Withdrawal from the purchase agreement by the seller

The seller reserves the right to withdraw from the contract in cases such as stock depletion, product unavailability, or if the manufacturer, importer, or supplier of the goods specified in the agreement has discontinued production or made substantial changes that prevent the seller from fulfilling their obligations. The seller may also withdraw from the agreement due to force majeure or if, despite all reasonable efforts, it is not possible to deliver the goods within the timeframe set out in these terms and conditions or at the price listed on the website.

In such cases, the seller is obliged to inform the buyer immediately and refund any amount already paid by the buyer for the affected goods. The refund will be issued within 14 days of the withdrawal notice, via bank transfer to the account specified by the buyer.

10. Seller’s liability for product defects

In accordance with Dutch consumer protection law and EU directives, the seller is liable for any non-conformity of the goods with the contract that exists at the time of delivery.

The buyer is entitled to the following rights in case of product defects

1) If the product is defective, the buyer has the right to request that the defect be repaired free of charge, within a reasonable timeframe and without significant inconvenience.

2) Instead of a repair, the buyer may request a replacement, or – if the defect relates only to a component – the replacement of that specific part, provided this does not result in disproportionate costs for the seller.

3) The seller may, at their discretion, choose to replace the defective product instead of repairing it, as long as this does not cause unreasonable inconvenience to the buyer.

4) If the defect is irreparable and prevents normal use of the product, the buyer has the right to request a full replacement or to withdraw from the purchase agreement.

5) These same rights apply if the product shows repeated defects after repair, or if there are multiple defects that collectively hinder proper use of the product.

6) In the case of other non-remediable defects that do not prevent usage but lower product value, the buyer is entitled to a reasonable price reduction.

11. Warranty information

The seller provides a 24-month warranty on all products purchased by consumers—defined as individuals acting outside the scope of a business or professional activity when concluding the purchase agreement. The warranty period starts from the date of delivery of the goods to the buyer.

The buyer is obliged to inspect the goods immediately upon receipt. If the product does not conform to the contract upon delivery, the buyer must notify the seller without delay.

The warranty does not cover defects that occur after delivery as a result of

1) Natural wear and tear of the product

2) Improper use or maintenance, including use not in accordance with the product manual

3) Mechanical damage, whether accidental or caused by foreign objects (e.g. damage to plastic or metal parts due to dropping)

4) Electrical damage due to improper electrical handling, power surges, or electrostatic discharge

5) Damage caused by natural disasters (e.g. floods, fire, lightning)

6) Improper operation or usage in unsuitable environments

12. Complaints procedure

The buyer (consumer) may submit a complaint in writing to the seller’s address or electronically:

WTW.NL
Prinses Beatrixlaan 29
2224XG Katwijk, The Netherlands

E-mail: info@wtwstore.com

To file a complaint, the buyer must send the defective product or clear photos of it, together with a completed complaint form and a copy of the invoice confirming the purchase.

The complaint form must include the following information:

1) Buyer identification

2) Product details (SKU, size/volume, quantity, price)

3) Bank account details (IBAN) for potential refunds

4) Date and signature of the buyer

The seller recommends insuring the returned product. The buyer bears the risk of damage or loss until the item is received by the seller.

If any required documents are missing, the seller will contact the buyer by phone or email to request the missing information. If the buyer does not respond within 30 days of the product being received by the seller, the complaint may be closed, and the product returned at the buyer’s expense.

If the product itself is not included with the complaint, the seller reserves the right to close the case, assuming the buyer does not intend to pursue the complaint.

The seller will not accept shipments sent via cash on delivery and reserves the right to reject returns of used products.

Returned products must be properly packaged to avoid damage during transit. Damaged goods may invalidate the complaint. Items should be sent as a tracked parcel or registered letter.

Complaint Processing Time

The seller will determine how the complaint will be resolved:

1) Immediately

2) In complex cases, within 3 business days

3) In justified situations (e.g., technical assessment required), within 30 days of receiving the complaint.

Once the resolution method is determined, the complaint will be processed without delay. In any case, the entire process must be completed within 30 days of submission. If not resolved within this period, the buyer has the right to withdraw from the contract or request a replacement product.

The warranty period is paused during the complaint process. If a replacement is provided, a new warranty period begins upon delivery of the replacement product.

Complaints Within and After 12 Months

1) For complaints made within the first 12 months from purchase, a rejection is only valid if based on a professional assessment. The buyer cannot be charged for this assessment, regardless of the outcome.

2) For complaints made after 12 months, if rejected, the seller must inform the buyer where the product can be sent for professional evaluation. If this assessment confirms the defect, the seller must reimburse all reasonable costs within 14 days, and the complaint may be resubmitted. During this period, the warranty is paused. The resubmitted complaint cannot be rejected.

The seller is obliged to provide the buyer with written confirmation of complaint submission either immediately or without undue delay, no later than with the final decision.

The buyer is entitled to reimbursement of any reasonable costs (e.g., postage) related to a justified complaint.

Please note: Complaints do not apply to defects resulting from normal wear and tear.

13. Personal data protection

The seller processes and stores personal data provided by the buyer exclusively for the purpose of fulfilling and confirming the conditions of the Purchase Agreement, processing electronic orders, handling delivery, invoicing, and essential communication between the contractual parties. Personal data is retained for a period of ten (10) years after the successful completion of the order.

Personal data is not shared with third parties, except with subcontractors or service providers of the seller, and only to the extent necessary to ensure proper order fulfillment. The seller processes all personal data in accordance with the General Data Protection Regulation (EU) 2016/679 (GDPR).

By placing an order on www.wtwstore.com, the buyer confirms that their personal data has been provided voluntarily and agrees to its processing in the seller’s records, provided that such processing is not in conflict with applicable legal regulations. The buyer also agrees that personal data may be disclosed to third parties or public institutions as required by law.

The buyer agrees to the processing, disclosure, and use of their personal data for direct marketing purposes by the seller and selected third parties, for a period of up to ten (10) years. The buyer has the right to object in writing and free of charge to the processing of their personal data for direct marketing purposes and may request its deletion.

The buyer also agrees that the seller may assign a data processor to handle personal data on its behalf.

The buyer declares that all provided personal data is true and accurate and acknowledges the consequences of providing false information, which may constitute a criminal offense under applicable law.

General Information on Personal Data Processing

Data Controller: WTW.NL

Data Subjects: Buyers and visitors of the website

Recipients of Personal Data: May include accounting firms, shipping companies, internal or external employees, and other service providers involved in order fulfillment.

Obligation of Data Subjects: The data subject is required to provide truthful and up-to-date personal data.

The rights of the data subject are defined in Chapter 3 of the GDPR, including:

1) The right to lodge a complaint with a supervisory authority

2) The right to object to data processing

3) The right to access personal data

4) The right to rectify or erase data

5) The right to restrict processing

6) The right to data portability

Processing of Personal Data for Order Fulfillment

Purpose of processing: Issuing tax invoices, contacting the customer regarding the order, and fulfilling the Purchase Agreement.

Legal basis for processing:

1) Processing of personal data (e.g., name, address) is necessary for compliance with a legal obligation, particularly under Dutch tax law.

2) Processing of personal data (e.g., email, phone number) is necessary for the performance of a contract.

Data retention period: 10 years after order completion.

Processing of Personal Data for Marketing Purposes

Purpose of processing: Sending marketing communications and updates.

Legal basis: Article 6(1)(a) of the GDPR – the data subject has given explicit consent for their data to be used for specific marketing purposes.

Retention period: Until consent is withdrawn or for a maximum of 10 years. Consent may be withdrawn at any time by clicking the unsubscribe link provided in each marketing email sent by wtwstore.com.

14. Final and transitional provisions

These General Terms and Conditions are valid in the version published on the seller’s website on the date the electronic order is submitted, unless otherwise explicitly agreed between both parties.

By submitting an electronic order, the buyer unconditionally accepts all provisions of these General Terms and Conditions as published on the date of order submission.

Any matters not expressly regulated by these Terms and Conditions shall be governed by the applicable laws of the Netherlands and relevant European Union regulations relating to consumer protection and e-commerce.

Effective as of January 1, 2025.