Terms and Conditions

Terms and Conditions Grandma Rose

The following terms and conditions apply to all orders (the “Orders”) placed via the webshop (the “Webshop”) of Grandma Rose (the “Seller”).
These terms and conditions apply to both private and business customers (acting in the course of trade, business, craft, or profession).
The applicability of the buyer’s general terms and conditions is expressly excluded.
By placing an order, the customer expressly agrees to these terms and conditions.

Article 1: Definitions

Additional Agreement: An agreement whereby the consumer acquires products, digital content, and/or services in connection with a distance contract, and these are supplied by the Seller or by a third party on the basis of an agreement between that third party and the Seller.
Cooling-off Period: The period within which the consumer may exercise the right of withdrawal.
Consumer: A natural person who is not acting for purposes related to their trade, business, craft, or profession.
Day: Calendar day.
Digital Content: Data produced and delivered in digital form.
Long-term Agreement: An agreement for the regular delivery of goods, services, and/or digital content over a certain period.
Durable Medium: Any tool that enables the consumer or Seller to store information addressed personally to them, in a way that allows future reference and unchanged reproduction (including email).
Right of Withdrawal: The option for the consumer to withdraw from the distance contract within the cooling-off period.
Seller: The natural or legal person offering products, digital content, and/or services at a distance to consumers.
Distance Contract: An agreement concluded between the Seller and the Consumer within a system organized for distance sales, using one or more means of distance communication exclusively or partly.
Means of Distance Communication: A tool that can be used to conclude a contract without the consumer and Seller being in the same place simultaneously.
Products: Physical goods offered via the Webshop.

Article 2: Identity of the Seller

The Seller: Grandma Rose
Website: www.grandma-rose.com
Customer Service Availability: Monday to Friday

Article 3: Applicability

These general terms and conditions apply to every offer by the Seller and every distance contract concluded between Seller and Consumer.
Before concluding a distance contract, the text of these terms will be made available to the Consumer.
If the contract is concluded electronically, the terms will be provided electronically in a way that can be easily stored on a durable medium.
Where specific product or service conditions apply in addition to these terms, the Consumer may rely on the most favorable provision in case of contradictions.

Article 4: The Offer

If an offer has a limited duration or is subject to conditions, this will be stated explicitly.
The offer contains a complete and accurate description of the products and/or services offered. Obvious mistakes or errors do not bind the Seller.
Each offer contains sufficient information to make it clear to the Consumer what rights and obligations are involved.

Article 5: The Agreement

The agreement is concluded at the moment the Consumer accepts the offer and complies with the associated conditions.
If the Consumer accepts the offer electronically, the Seller will confirm receipt of acceptance without delay.
The Seller shall take appropriate technical and organizational measures for secure electronic data transfer and provide a safe web environment.
The Seller may check, within legal boundaries, whether the Consumer can meet their payment obligations. If justified, the Seller may refuse an order.
At the latest upon delivery, the Seller will provide:
- Contact address for complaints
- Information on the right of withdrawal (or its exclusion)
- Warranty and after-sales service details
- Total price including taxes, delivery costs, and payment method
- If applicable: conditions for termination of long-term agreements
- Withdrawal form (if applicable)

Article 6: Right of Withdrawal

Physical Products

Consumers may withdraw from the purchase of physical products within 14 days of receipt.
Products must be returned, if reasonably possible, in their original condition and packaging.
Exceptions for hygiene: products that are not suitable for return due to health protection or hygiene reasons and whose seal has been broken after delivery cannot be returned.
Products returned damaged, incomplete, or not in original condition may be subject to a reduction in refund value.

Digital Content (e-books, downloads)

For digital content not supplied on a tangible medium (such as e-books or downloads), the Consumer expressly consents to immediate delivery and acknowledges the waiver of the right of withdrawal. Once delivered, the purchase cannot be revoked.
Technical issues with files or access will be reasonably resolved by the Seller.

Article 7: Consumer Obligations During the Cooling-off Period

The Consumer must handle the product and packaging with care.
Liability for depreciation applies if the Consumer uses the product beyond what is necessary to determine its nature and functioning.
The Consumer is not liable if the Seller failed to provide proper information about the right of withdrawal.

Article 8: Exercising the Right of Withdrawal

Withdrawal must be communicated clearly to the Seller within the cooling-off period.
Products should be returned in their original condition and packaging where possible.
The Consumer bears the risk and burden of proof of proper and timely exercise of the right.
Return shipping costs are borne by the Consumer, unless otherwise stated by the Seller.
The Consumer must return products within 14 days after notifying the Seller of withdrawal.

Article 9: Seller’s Obligations in Case of Withdrawal

The Seller confirms receipt of the withdrawal without delay.
The Seller reimburses all payments, including delivery costs, within 14 days of notification, unless the products have not yet been received or proof of return is lacking.
Refunds are made using the same payment method, unless agreed otherwise.
Additional costs for premium delivery options are non-refundable.

Article 10: Prices

Prices will not be increased during the offer period, except due to VAT changes.
Prices may vary if linked to market fluctuations.
Prices listed include VAT.

Article 11: Compliance and Warranty

The Seller guarantees that products comply with the contract and applicable standards of quality.
Any extra guarantees from suppliers or producers do not affect the Consumer’s legal rights.

Article 12: Delivery and Performance

Delivery of physical products takes place via fulfillment partners. Responsibility remains with the Seller until delivery.
Delivery takes place within 30 days unless agreed otherwise.
Risk of damage or loss remains with the Seller until delivery to the Consumer.
For international deliveries, import duties, VAT, and other applicable taxes are the buyer’s responsibility.

Article 13: Payment

Payment must be made within 14 days unless otherwise agreed.
Accepted payment methods include credit card and other payment methods displayed at checkout.
In case of late payment, the Seller may charge statutory interest and collection costs.

Article 14: Intellectual Property

All intellectual property rights remain with the Seller.
Products and materials may not be reproduced or distributed without written permission.

Article 15: Complaints Procedure

The Seller operates a complaints procedure.
Complaints must be submitted within a reasonable time, clearly described.
The Seller responds within 14 days. If more time is required, the Consumer will be informed accordingly.
The Consumer must allow the Seller 4 weeks to resolve a complaint before escalation.

Article 16: Liability and Risk

The Seller is not liable for misuse of products.
Liability is limited to the purchase price or insurance payout.
Indirect or consequential damages are excluded.

Article 17: Disputes

Dutch law exclusively applies.
Disputes shall be submitted to the competent Dutch court.

Article 18: Deviations

Deviations from these terms may not disadvantage the Consumer and must be confirmed in writing.

Article 19: Final Provisions

If a provision is void or annulled, other provisions remain valid.
These terms remain effective if the Seller changes name, legal form, or ownership.

Article 20: Force Majeure & Privacy

The Seller is not bound to obligations if prevented due to force majeure (e.g., strikes, illness, government measures, pandemics, supplier failures, natural disasters).
In case of force majeure, the Seller may suspend delivery or terminate the contract without liability.
The Seller processes personal data in accordance with its Privacy Policy, available on www.grandma-rose.com/privacy.

Article 21: Reviews, Photos, and Submitted Content

By submitting reviews, photos, or tagging Grandma Rose on social media, the Consumer grants the Seller a non-exclusive, royalty-free, transferable license to use such content for marketing and promotional purposes (including website, social media, and print).
The Seller will use the content appropriately and without substantive changes, except for format or technical adjustments.
The Consumer guarantees that submitted content does not infringe third-party rights.
If the Consumer objects to use of their content, the Seller will remove or cease use upon request.