These General Terms and Conditions of the Dutch Home Shopping Organization have been established in consultation with the Consumers' Association within the framework of the Coordination Group on Self-Regulation of the Social and Economic Council.
Article 1: Definitions
In these terms and conditions, the following definitions apply:
- Entrepreneur: Pole to Pole B.V., located at Weg en Bos 22, 2661 DH, Bergschenhoek, Chamber of Commerce 24266461, VAT NL805063183B01.
- Consumer: The natural person who does not act in the course of a profession or business and enters into an agreement with the Entrepreneur.
- Distance Agreement: An agreement concluded within the framework of an organized system for distance selling, whereby exclusive use is made of one or more means of distance communication.
- Product: All movable goods offered by the Entrepreneur.
- Durable Data Carrier: Any medium that enables the Consumer or Entrepreneur to store information addressed personally for future reference.
Article 2: Entrepreneur’s Details
Pole to Pole B.V.
Address: Weg en Bos 22, 2661 DH, Bergschenhoek
Email: info@poletopole.nl
Phone: +31 (0)10 220 2711
Chamber of Commerce: 24266461
VAT: NL805063183B01
Article 3: Applicability
These general terms and conditions apply to every offer by the Entrepreneur and to every distance agreement concluded between Entrepreneur and Consumer.
Before the agreement is concluded, the text of these general terms and conditions will be made available. If this is not possible, it will be indicated where the terms can be reviewed and that they will be sent free of charge upon request.
Article 4: The Offer
The offer includes a complete and accurate description of the offered products.
Each offer contains clear information on prices, taxes, shipping costs, delivery times, payment methods, and the right of withdrawal.
Obvious errors or mistakes in the offer are not binding on the Entrepreneur.
Article 5: The Agreement
The agreement is concluded at the moment the Consumer accepts the offer and meets the stated conditions (including payment).
If the Consumer accepts the offer electronically, the Entrepreneur will immediately confirm receipt of the acceptance.
Article 6: Right of Withdrawal
The Consumer may cancel a purchase agreement for a product within 14 days without giving any reason.
The withdrawal period starts on the day after the Consumer or a third party designated by the Consumer has received the product.
To exercise the right of withdrawal, the Consumer must send the Entrepreneur an unambiguous statement by e-mail or another clear means of communication, in which the Consumer declares the intention to withdraw from the agreement.
Article 7: Consumer Obligations in Case of Withdrawal
After withdrawal, the Consumer has another 14 days to return the product to the Entrepreneur, calculated from the day after the withdrawal notice.
The costs of the return shipment are borne by the Consumer.
The Consumer may unpack and use the product to the extent necessary to establish the nature, characteristics and functioning of the product. If the product has been used more than reasonably necessary, the Entrepreneur may charge a depreciation fee.
Where reasonably possible, it is appreciated if the product is returned in its original packaging.
Article 8: Entrepreneur’s Obligations in Case of Withdrawal
Upon receipt of the withdrawal notification, the Entrepreneur shall confirm this by e-mail.
The Entrepreneur shall reimburse the amounts paid by the Consumer, including the standard delivery costs of the initial shipment, no later than 14 days after the withdrawal notification.
The Entrepreneur may withhold reimbursement until he has received the product, or until the Consumer has provided proof that the product has been returned.
Reimbursement shall be made using the same payment method as used by the Consumer, unless the Consumer explicitly agrees to another method. No additional fees will be charged for the reimbursement.
Article 9: Exclusion of the Right of Withdrawal
The right of withdrawal does not apply to products manufactured according to the Consumer's specifications or that are clearly personal in nature (custom-made items).
Article 10: Prices and Payment
All prices include VAT and exclude shipping costs, unless stated otherwise.
- Shipping costs are €25 per order under €250.
- For orders of €250 or more, shipping within the Netherlands is free.
- For deliveries within the EU, a country-specific surcharge may apply.
Payment can only be made via iDEAL, credit card, or Apple Pay.
Article 11: Delivery
The standard delivery time is 1–3 business days (depending on the destination country), unless otherwise indicated at the product level.
Delivery is carried out via PostNL, DHL, Dachser, or Jan Krediet.
Delivery is only to the front door of the specified delivery address. Assembly and placement inside the home are not part of the agreement.
The risk of damage or loss remains with the Entrepreneur until delivery.
Article 12: Warranty and Conformity
All products are covered by the statutory warranty: the product must comply with the agreement and reasonable expectations.
In case of complaints, the Consumer must contact the Entrepreneur and, where possible, provide photos for assessment.
Article 13: Complaints Procedure
Complaints can be submitted by phone or email, but will only be processed further by email.
The Entrepreneur will provide a substantive response within 14 days after receipt of the complaint.
Article 14: Disputes
Dutch law exclusively applies to agreements between the Entrepreneur and the Consumer.
Disputes will be submitted to the competent court in the Netherlands.
Article 15: Force Majeure
The Entrepreneur is not obliged to fulfill obligations if prevented by circumstances beyond its control (e.g., natural disasters, war, illness, fire, strikes, transport problems).
Article 16: Amendments to the Terms
Pole to Pole B.V. reserves the right to amend these general terms and conditions. Changes only apply to agreements concluded after the amendment.