Terms of service

 

General Terms and Conditions – PETLUX

 

Definitions

  • PETLUX: e-Columbus BV, established in Woerden, registered with the Chamber of Commerce under number 76904040.

  • Customer: the person with whom PETLUX enters into an agreement.

  • Parties: PETLUX and customer jointly.

  • Consumer: a customer who is a natural person and acts outside of his or her profession or business.

 

 

Applicability

  • These terms and conditions apply to all offers, orders, agreements and deliveries from PETLUX.

  • Deviations are only valid if they have been confirmed in writing by PETLUX.

  • Customer's general terms and conditions are not accepted.

 

 

Prices

  • All prices include VAT and exclude shipping or additional costs, unless otherwise stated.

  • PETLUX may adjust prices.

  • Any price increases due to legal regulations may always be implemented.

 

 

Delivery

  • Delivery time: 1–2 working days within the Netherlands, 2–3 working days to Belgium and Germany.

  • Delivery times are indicative and do not entitle you to compensation for delays.

  • PETLUX does not track carrier delays on behalf of the customer. Customers are responsible for monitoring their own track & trace and contacting the carrier in the event of a delay.

 

 

Risk transition

  • The risk of loss or damage to products passes to the customer upon receipt of the order.

 

 

Retention of title

  • The delivered products remain the property of PETLUX until the customer has paid the full purchase price and any additional costs.

 

 

Right of withdrawal (consumers only)

  • A consumer has the right to cancel a purchase via petlux.nl within 30 days, unless it concerns:

    • Products that cannot be returned for hygienic reasons.

    • Perishable goods.

    • Products that are specially made to measure.

  • A valid proof of order or payment is required for revocation.

  • The cooling-off period commences on the day after receipt.

 

 

Pre-orders

  • Pre-orders are custom orders and are not covered by the right of withdrawal.

  • Once placed, pre-orders cannot be cancelled or refunded (Article 6:230p BW).

 

 

Returns and Refund Policy

Return procedure

 

  • Returns are only accepted for purchases made through petlux.nl. For purchases made through third-party retailers, the returns policy of that retailer applies.

  • Returns must be reported in advance via klantenservice@petlux.nl and be accompanied by the return form.

  • If the form is missing, PETLUX may refuse the return.


Unclaimed or refused packages

  • Packages that are not collected or refused will be returned to PETLUX.

  • The customer pays both the original shipping costs and return and service fees.

  • PETLUX does not automatically resend a package. A second shipping attempt will only be made to a parcel point, and the customer will be fully responsible for the cost.

  • The risk of loss or damage upon return due to refusal or non-collection lies entirely with the customer.

  • If the customer decides they no longer want the package, return costs and any fines will be deducted from the amount to be refunded.

 

Refund Policy

  • Returns must be received by PETLUX in good condition within 14 days of notification.

  • Return costs are the responsibility of the customer.

  • PETLUX will refund within 15 days (30 days in July or August).

  • Refunds will be made via the original payment method.

  • In case of damage, contamination or incomplete product, PETLUX may retain part of the amount.

 

Repayment period

  • Refunds are available up to 180 days after purchase.

  • After 180 days, the customer will only receive a credit note.

 

 

Warranty and complaints

  • PETLUX offers a 2-year warranty on manufacturing and material defects.

  • Within 1 year the burden of proof lies with PETLUX, thereafter with the customer.

  • The warranty is void in case of improper use, opening the product yourself, or carrying out your own repairs.

  • Warranty does not apply to:

    • Water damage.

    • Use of incorrect adapters or accessories.

    • Improper maintenance or cleaning.

    • Damage caused by pets.

  • Complaints must be reported in writing within 1 month of discovery.

 

 

Liability

  • PETLUX is only liable for direct damage.

  • The maximum liability is the purchase price of the product in question.

  • Consequential damage, loss of profits and other indirect damage are excluded.

 

 

Intellectual property

  • All designs, texts, images, models, brands and other materials are the property of PETLUX.

  • These may not be copied, distributed or used without written permission.

 

 

Use of recordings

  • Conversations with PETLUX employees may not be recorded without permission.

  • Disclosure of recordings without permission is prohibited and may result in legal action.

 

 

Changes to terms and conditions

  • PETLUX may change the general terms and conditions.

  • The most recent version available via petlux.nl always applies.

 

 

Transfer of rights

  • The Customer's rights and obligations under the Agreement may not be transferred to third parties without PETLUX's consent.

 

 

Severability

  • If any provision of these Terms is found to be invalid, the remaining provisions will remain in full force and effect.

 

 

Force of the majority

  • In the event of force majeure (e.g. natural disaster, pandemic or government measure), PETLUX may suspend or terminate the agreement without liability for damages.

 

 

Applicable law and competent court

  • Dutch law applies to all agreements.

  • Disputes will be submitted to the competent court in the district of Utrecht.

  • The Vienna Sales Convention (CISG) is excluded.

 

 

Contact details:

PETLUX – e-Columbus BV

Bierbrouwersweg 23

3449HW Woerden

The Netherlands

Telephone: +31 (0)348 688 671

E-mail: klantenservice@petlux.nl