Article 1 – Definitions

In these terms and conditions, the following definitions apply:

Cooling-off period: the period during which the consumer may exercise the right of withdrawal.

Consumer: a natural person who is not acting in the course of a business or profession and who enters into a distance contract with the trader.

Day: calendar day.

Ongoing agreement: a distance contract relating to a series of products and/or services where the delivery and/or purchase obligation is spread over time.

Durable medium: any tool that enables the consumer or trader to store information addressed personally to them in a way that allows future consultation and unchanged reproduction.

Right of withdrawal: the consumer’s right to withdraw from the distance contract within the cooling-off period.

Trader / Professional: a natural or legal person who offers products and/or services remotely to consumers.

Distance contract: a contract concluded within the framework of an organized system for distance sales of products and/or services, where exclusive use is made of one or more means of distance communication up to and including the conclusion of the contract.

Distance communication: any means that can be used to conclude a contract without the consumer and trader being in the same place at the same time.

General Terms and Conditions: the present general terms and conditions of the trader.

Article 2 – Identity of the Trader

Company name: Dona

The registered address, company registration number, VAT number, and other official company details can be provided upon request by the customer.

Article 3 – Applicability

These terms and conditions apply to all offers made by the trader and to all distance contracts and orders concluded between the trader and the consumer.

Before a distance contract is concluded, these terms will be made available to the consumer. If this is not reasonably possible, it will be indicated where the terms can be reviewed and that they will be sent free of charge upon request.

For electronic agreements, the terms may be provided electronically in such a way that the consumer can store them on a durable medium.

If specific product or service conditions apply, these shall also apply. In case of conflict, the consumer may always rely on the provision most favorable to them.

If any provision of these terms is invalid or voided, the remainder of the agreement remains in force. The parties shall replace the invalid provision with one that most closely reflects the original intent.

Situations not regulated by these terms shall be interpreted in accordance with their spirit. Any ambiguities shall also be interpreted according to this principle.

Article 4 – The Offer

If an offer has a limited validity period or specific conditions, this will be explicitly stated.

The offer is non-binding, and the trader may modify it.

The offer includes a complete and accurate description of the products and/or services. Images represent the products as accurately as possible; however, obvious errors or mistakes are not binding.

All images, specifications, and details are indicative and cannot give rise to compensation or contract termination.

Each offer shall clearly state:

• The price (excluding customs duties and import VAT, which are payable by the customer)
• Any shipping costs
• The procedure for concluding the contract
• Whether the right of withdrawal applies
• Payment, delivery, and performance conditions
• The validity period of the offer or price
• The cost of distance communication (if different from the standard rate)
• Whether the contract will be archived
• The possibility to correct incorrectly entered data
• Available languages
• Any applicable codes of conduct
• The minimum contract duration for ongoing agreements
• Available sizes, colors, and materials (if applicable)

Article 5 – The Agreement

The agreement is concluded when the consumer accepts the offer and complies with the stated conditions.

In the case of electronic acceptance, the trader will confirm receipt without delay. Until confirmation has been received, the consumer may dissolve the agreement.

The trader shall implement appropriate technical and organizational security measures for electronic transactions.

The trader may assess the consumer’s ability to fulfill payment obligations. If there are justified reasons to refuse the agreement, this may be done in writing.

The trader shall provide the following information in writing or on a durable medium:

• The address for submitting complaints
• Conditions and procedures regarding the right of withdrawal (or information on its exclusion)
• Information about warranties and service
• The information listed in Article 4, if not already provided
• Conditions for termination of agreements longer than one year

Agreements are concluded subject to product availability.

Article 6 – Right of Withdrawal

For the purchase of products, the consumer has a 14-day cooling-off period starting the day after receiving the product.

The product may only be handled to the extent necessary to establish its nature and functioning.

The consumer must notify the trader in writing or by email within 14 days if exercising the right of withdrawal and must return the product within an additional 14 days.

If the deadlines are not met, the purchase becomes final.

Article 7 – Costs in Case of Withdrawal

Return shipping costs are borne by the consumer.

If payment has already been made, the trader will refund the amount within 14 days, provided the product has been received or proof of return shipment has been supplied.

Article 8 – Exclusion of the Right of Withdrawal

The right of withdrawal may be excluded if clearly stated before the contract is concluded.

Possible exclusions include:

Products:

• Custom-made according to consumer specifications
• Personal in nature
• Unsuitable for return due to health protection or hygiene reasons
• Liable to deteriorate rapidly
• Subject to financial market fluctuations
• Newspapers and magazines
• Audio/video recordings or software with broken seals

Services:

• Accommodation, transport, catering, or leisure activities on a specific date
• Services started with explicit consent before the end of the cooling-off period
• Betting and lotteries

Article 9 – Price

Prices will not be increased during the stated validity period, except due to VAT changes.

Products with market-dependent pricing may fluctuate; this will be stated in the offer.

Price increases within three months after conclusion of the agreement are only permitted due to legal changes. After three months, price increases are allowed only if the consumer may terminate the agreement.

For deliveries outside the EU, import VAT and customs duties are payable by the recipient.

Obvious pricing errors are not binding.

Article 10 – Conformity and Warranty

The trader guarantees that products comply with the agreement and legal requirements.

Defects or incorrect deliveries must be reported within 14 days.

The warranty corresponds to the manufacturer’s warranty.

The warranty does not apply in cases of:

• Unauthorized repairs or modifications
• Improper or negligent use
• Damage resulting from government regulations

Article 11 – Delivery and Performance

Orders are delivered with the utmost care. Delivery is made to the address provided by the consumer.

Orders are delivered within 30 days unless otherwise agreed. In case of delay, the consumer may dissolve the agreement.

If a product is out of stock, a replacement product may be supplied (which the consumer may return free of charge).

Risk transfers to the consumer only upon receipt of the product.

Article 12 – Ongoing Agreements: Duration, Termination, and Renewal

Termination

The consumer may terminate:

• Ongoing agreements at any time with a maximum notice period of one month
• Fixed-term agreements at the end of the term with a maximum notice period of one month

Renewal

Fixed-term agreements may not be automatically renewed for a new fixed period.

Newspaper or magazine subscriptions may be renewed for a maximum of three months.

Agreements may be renewed for an indefinite period if they can be terminated with a maximum notice period of one month.

Trial subscriptions are not automatically renewed.

Duration

Agreements longer than one year may be terminated after one year with a maximum notice period of one month.

Article 13 – Payment

The consumer must pay within seven working days after the start of the cooling-off period.

Errors in payment details must be reported immediately.

In the event of non-payment, reasonable costs may be charged.

Article 14 – Complaints

Complaints must be submitted within seven days after the defect has been discovered.

Complaints will be responded to within 14 days. If a longer processing time is required, this will be communicated within the same period.

If justified, the trader may replace or repair the product free of charge.

A complaint does not suspend the consumer’s payment obligation.

Article 15 – Applicable Law

All agreements between the trader and the consumer are governed exclusively by Dutch law, even if the consumer resides abroad.