Customer service

Do you have a question or need help with your order? Use the contact form to ask your question.

Email
You can also send us an email directly. Send your question or comment to support@boska.com. Our support team will try to answer your email as soon as possible.

Phone
You can also call us. We are available Monday through Friday from 8:30 AM to 5:00 PM at phone number: 0172-611502.

Visiting Address
Are you a business customer of ours? We would be happy to welcome you to our showroom in Bodegraven! All our products can be admired here. You can also come for personal and expert advice or just a nice cup of coffee.

Please make an appointment beforehand. This way we can ensure that we have time for you. Send an email to backoffice@boska.com or call 0172 611502. Then we will look together for a suitable time and date. See you soon!

You can visit us at the following address:
BOSKA Food Tools
Spanjeweg 8
2411 PX Bodegraven
The Netherlands

Ordering in our webshop is fast and simple. In just a few steps, you can place your order online. Are you a business customer? Then visit our business webshop to place your order online.

Stock Indication
On the overview page of a collection, you can immediately see which products are in stock (green order buttons) and which products are not available (grey order buttons). The current stock status is listed for each product on the product page.

Adding Product to Shopping Cart
You can directly add a product to your shopping cart on the collection page. Do you want to order more units of a product? You can adjust this later in the shopping cart. You can also add the product to your shopping cart on the product page. When you do this, a notification will appear at the top right of your screen (or in the middle of your screen on mobile) indicating that the product has been added to your shopping cart. Then click on "Show shopping cart" to view the contents of your shopping cart. You can also choose "Continue shopping" to view the rest of our assortment.

Check the Contents of the Shopping Cart
At the top right of your screen, you will see your shopping cart with the number of items in it. If you click on this, you will go to the overview of your shopping cart. Here you can check the contents and make any changes before proceeding to checkout.

Place Order
In the shopping cart, click on "Place order" to go to the checkout page. Log in if you already have an account or fill in your details. Then choose a shipping method and a payment method. In the last step, you can specify a different billing address. To finalize your order, click on "Complete order."

Ordering Responsibly
BOSKA Food Tools is committed to sustainability and informs customers about more sustainable choices. We ask customers to place conscious orders to avoid unnecessary returns and extra CO2 emissions. After ordering, you can choose to pick up your order from a DHL pick-up point, which is more environmentally friendly. Pick up your package on foot, by bike, or combine it with grocery shopping to further reduce CO2 emissions. By ordering carefully and choosing smart delivery options, we contribute together to a more sustainable future.

Paying online in our webshop is easy and secure. We accept various payment options. Payments are processed through a secure connection from Mollie. At checkout, you can choose one of the following payment methods.

IDEAL
iDEAL is the most widely used online payment method in the Netherlands and is seamlessly integrated with the online banking environments of the 10 largest Dutch consumer banks. Participating banks are ABN AMRO, ASN Bank, bunq, ING, Knab, Rabobank, RegioBank, SNS Bank, Triodos Bank, and Van Lanschot Bankiers. We do not charge any extra costs for payments via iDEAL.

CREDIT CARD
Paying via credit card is the most widely used online payment method worldwide. With your MasterCard, Visa, Carte Bancaire, and American Express credit card, you can pay easily and securely in our webshop. You don't have to worry about providing your credit card details. All transactions are processed via an SSL secure server, which means that all data is encrypted for both your and our security. We do not charge any extra costs for payments via credit card.

PAY LATER VIA KLARNA
Choose Klarna if you want to pay for your purchase afterwards. You will first receive your order, can calmly view the product(s), and then pay the Klarna invoice via iDEAL or the Klarna app. Klarna's payment term is 14 days after receiving your order. By choosing this payment method, you automatically agree to Klarna's general terms and conditions.

A credit check will be performed based on your details. This check determines whether you are eligible to pay with Klarna. If it doesn't work the first time, don't worry - this could also be due to a typo. Therefore, check your details and feel free to try again. To use Klarna, you must be 18 years or older, and the shipping address and billing address must be the same. Klarna can only be used by consumers. Business orders cannot be paid with Klarna.

PAYPAL
PayPal is the most popular online wallet in the world and a safe and convenient way to make online payments. For online payments, simply log in to your PayPal account and authorize the desired amount. We do not charge any extra costs for payments via PayPal.

BANCONTACT
Bancontact is the best-known and most popular online payment option in Belgium. You can make the payment safely and easily in your trusted online banking environment. We do not charge any extra costs for payments via Bancontact.

Carrier
Within the Netherlands, your order is delivered by default with PostNL or DHL. The delivery service depends on the size of the package. In Belgium, we deliver with Bpost. You will receive a shipping confirmation with a track & trace code from us, and you will subsequently receive an email update with the delivery information from the relevant carrier. Via the email with the delivery information, you can choose to have your package delivered to a PostNL point or DHL point.

Delivery Time
We use the following delivery times in the Netherlands.
- Ordered on Monday before 11:59 PM = delivered on Tuesday
- Ordered on Tuesday before 11:59 PM = delivered on Wednesday
- Ordered on Wednesday before 11:59 PM = delivered on Thursday
- Ordered on Thursday before 11:59 PM = delivered on Friday
- Ordered on Friday before 9:00 PM = delivered on Saturday
- Ordered on Saturday before 11:59 PM = delivered on Monday
- Ordered on Sunday before 11:59 PM = delivered on Monday

Did you not receive your order on time?
In exceptional cases, the carriers take a few days instead of 24 hours to deliver an order. Have you not received your order 2 business days after it was shipped? Please contact us. Then we can immediately investigate what is going on.

Your Delivery Choice Makes a Difference
After placing your order, you can choose to pick up the package from a pick-up point in the DHL confirmation email, which is more environmentally friendly. Pick up your order on foot, by bike, or combine it with your groceries to reduce CO2 emissions. If you still choose home delivery, make sure you are present to avoid extra delivery attempts and CO2 emissions. If you are not sure if you will be home, choose a pick-up point nearby. By ordering consciously and choosing smart delivery options, we contribute together to a more sustainable future.

Free Delivery
All orders over €20 are delivered free of charge within the Netherlands.

Delivery to other countries
We also deliver outside the Netherlands with PostNL; please take longer delivery times into account. Below you can see all the countries we can deliver to with the corresponding delivery costs.

Country	Delivery Costs
Netherlands	€3.95 (Free from €20) * BOSKA Friends with Benefits always receive free delivery and many other exclusive benefits
Belgium	€4.95
Bosnia & Herzegovina	€26.95
Bulgaria	€36.95
Denmark	€17.95
Germany	€4.95 (Free from €75)
Estonia	€25.95
Finland	€20.95
France	€7.95
Greece	€32.95
Hungary	€15.95
Ireland	€23.95
Italy	€18.95
Croatia	€27.95
Latvia	€26.95
Liechtenstein	€27.95
Lithuania	€26.95
Luxembourg	€17.95
Austria	€15.95
Poland	€18.95
Portugal	€19.95
Romania	€31.95
Slovenia	€30.95
Slovakia	€16.95
Spain	€19.95
Czech Republic	€14.95
Sweden	€27.95
United Kingdom	Due to Brexit, it is unfortunately not possible for BOSKA to ship to the UK. We are doing everything we can to resolve this. Keep following us, we will be back as soon as possible!

At BOSKA Food Tools, we believe sustainability is important, both for people and the environment. Every return shipment causes extra transport, which impacts the environment.

Would you like to help reduce the number of returns? Here are a few tips to make the right choice beforehand:

• Read the product information carefully: Check the description, specifications, and customer reviews to ensure the product suits your needs.
• Check the sizes and dimensions: Measure carefully to ensure the product is the right size for your use.
• View photos and videos: This will give you a good impression of the product and prevent surprises.
• Contact customer service: Do you have doubts? Ask our team your question. We are happy to help you make the best choice.
• Read the return conditions: Then you know exactly what to expect if you still want to return the product.

Not satisfied after all? No problem!

You can return your product free of charge within 30 days. We ensure that returned products are not simply thrown away. If a product is still in perfect condition, we resell it to prevent waste. Is it damaged? Then we see if we can reuse parts.

This is how returns work

1. Start your return request: via this link.
2. Fill in your details: Enter your order number (B2C-) and email address.
3. Select the product you want to return and state the reason.
4. View the next steps:
   • You can send it back immediately.
   • We will let you know within two business days whether a return is necessary.
5. Pack and send your product: If possible, use the original packaging and take it to the service point.
6. Receive your money back or a gift card: As soon as we have processed your return, you will receive a confirmation by email.

Exchanges

Exchanging via the webshop is not possible. Do you still want a different product? Return your order and place a new one immediately.

Free disposal of old appliances
Our goal is to make the planet greener. Have you purchased a new appliance from BOSKA Food Tools? Then you can always return your old appliance to us free of charge for environmentally friendly processing in accordance with legal regulations. This can be done in the following ways:

• You can send the old appliance to us free of charge. Please contact returns@boska.com beforehand for the details and clearly indicate that it concerns the intake of products. Ensure that the appliance is clean and well-packaged.
• Return your appliance to an environmental center or Wecycle collection point in your area. View all collection points at: inleverpunten.stichting-open.org.

Please note: This service is not (yet) available for business purchases. Ensure that the appliance is clean, dry, and well-packaged before sending or returning it.

Refund
The full purchase amount, including any standard shipping costs for the initial shipment, will be refunded by us within 14 days after dissolution, provided your return meets our return requirements as described above. Any shipping costs paid will only be refunded if the entire order is returned. The costs of the return shipment are at our expense when you use the provided return label. If you wish to return with a different carrier on your own initiative, the direct costs for the return shipment are at your own expense.

A product was delivered incorrectly or damaged
Please contact our customer service or send an email with an exact description and photo of the damage. You will receive a substantive response to the complaint as soon as possible. If the complaint is justified, BOSKA will either send a new product or credit the purchase amount. Of course, all costs in this case are borne by BOSKA.

How long does it take for BOSKA to credit the outstanding amount?
After the sales agreement is dissolved, we will refund the money as soon as possible, but no later than 14 days after the dissolution of the sales agreement, via the payment method used.

Dissolution of agreement
If you wish to cancel the sales agreement, it is important that you inform us of this. You can also use the European model withdrawal form to notify us that you are withdrawing from the purchase. However, the use of this form is not mandatory. You can email the completed form to our support department.

You can cancel the sales agreement up to 30 days after receiving the product. After notification, you have another 14 days to return the products to BOSKA. We will also confirm the request to dissolve the sales agreement by email. You can also return the products to us without prior notice. In that case, please include this completed form and indicate that the shipment concerns a return. In that case, it is important that you return the product within 30 days of receipt, accompanied by a statement indicating that you wish to cancel the purchase.

After the sales agreement is dissolved, we will refund the money to your account as soon as possible, but no later than 14 days after the dissolution of the sales agreement. We may withhold the refund until we have received the goods back, or you have provided proof that you have returned the goods, whichever comes first.

Any shipping costs that were initially calculated to send the product to you will be credited upon dissolution of the sales agreement if the entire order is returned.

You are liable for any diminished value of the goods resulting from the use of the goods beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

Legal Warranty
The legal warranty applies to all products supplied by BOSKA. Legal warranty means that a product must do what you can reasonably expect from it. For example, you can expect a cheese slicer not to break after two uses. Of course, it is important that the products are used according to the manual. An additional warranty also applies to some products. This warranty does not affect the legal warranty.

Why BOSKA offers you a lifetime warranty
At BOSKA, we believe that sustainability comes from high-quality products. We call this ‘Quality = Sustainability’. If a product lasts a lifetime, you never have to buy a new one. This is how BOSKA tries to minimize its impact on the environment.

That is why we are constantly working to improve the quality of our products. Our goal is to be able to offer a lifetime warranty on our entire range*.

What does this mean for me?
This means that you can use your BOSKA product for your entire life and you don't have to worry about it breaking. If this still happens, we will look for a suitable solution together**. Make sure you register your Food Tool beforehand/upon purchase, see below. This way you can enjoy BOSKA's Food Tools carefree, and we can learn how to make our products even better.

Register your Food Tool for extra long warranty
Register your BOSKA Food Tool now and ensure yourself a lifetime warranty*.

Is your Food Tool broken or damaged?
Let us know! If you experience quality problems with our products after purchase, we will look for a suitable solution together.

*Some exceptions – still a 10-year warranty
We are well on our way to achieving our goal. For some products, we are still actively looking for a solution, for example, for a certain material or functionality with which we can also offer a lifetime warranty. BOSKA guarantees high quality for these products as well. That is why we offer a warranty period of 10 years for these products. An exception also applies to products with electronics (2 years) and products that are used up, such as Toastabags® (2 years).

How much warranty do I receive on my Food Tool?
Curious about how many years of warranty your product has? This can be found on the product page on this website and on the product packaging. Claim your warranty now! This way, we can prevent a large pile of waste together and make the world a little more beautiful.

Quality = Sustainability

**Conditions

• Improper use of our products, or accidentally breaking them, is not covered by the warranty.
• Warranty only applies when products are used correctly and according to the usage and maintenance instructions. These instructions can be found in the packaging or online. Some examples of these instructions are:
• Do not put wooden products in the dishwasher or refrigerator.
• Do not leave metal such as stainless steel in water, as this will cause rust.
• Do not leave fondue burners unattended, nor near flammable materials.
• Allow products with heating elements, burners, or tea lights to cool down completely before touching or moving them.
• Be careful with fragile products.

Repairs BOSKA Professional Machine
Since 2015, BOSKA has found a partner in Van Zutphen Service for the maintenance and repairs of BOSKA appliances at your location. The mechanics of Van Zutphen have been trained by BOSKA to get your BOSKA machine running again as quickly as possible. They can help you with maintenance or a malfunction of the Unika cheese cutter, the BOSKA vacuum packer, and/or our professional grating mills.

How to proceed?
If you want to have your machine serviced or you have a malfunction that we cannot resolve by phone? First call BOSKA customer service at 0172-611502. We will then describe the assignment as specifically as possible and pass it on to our partner Van Zutphen.

What happens next?
After we have passed on the assignment to the planning department of Van Zutphen, they will contact you within 48 hours to schedule an appointment. Do you prefer an appointment at the market or in the store? That is also possible.

What does it cost?
Van Zutphen does not charge call-out fees, only at least 1 hour of labor at €89. In addition, any replacement parts will be invoiced separately, as will any extra time after the first hour that was needed for the maintenance or repair. The invoicing is done directly through BOSKA.

Contact
All contact is therefore via BOSKA customer service by email (support@boska.com) or by phone at 0172-611502. Feel free to call us with your questions!

Do you have a complaint about a product or our service? We are of course sorry to hear that, and we would like to resolve it for you as soon as possible. You can call us at 0172-611502 (local rate) or send a message via our contact form.

To process your complaint quickly and correctly, we ask you to provide the following information:

• Name
• Email
• Phone number
• Customer or order number (if applicable)
• A brief explanation of your complaint

You will receive a substantive response to the complaint by email or phone within five business days. We certainly hope that won't be necessary!

If you cannot reach a resolution with us, you can always contact the Thuiswinkel Disputes Committee. We certainly hope that won't be necessary!

Your personal data. You leave it on our website www.boska.com, because that is necessary if you want to order something or request information. But we can imagine that you would like to know why we ask for your personal data on our website and what we do with it. We are happy to tell you about this here. If you still have questions after reading this, please let us know via our customer service.

Who we are
We are Bos Cheese Tools BV. We are located at Spanjeweg 8 in (2411 PX) Bodegraven and registered with the Chamber of Commerce under number: 29039753. We are the controller of your personal data as referred to in the European General Data Protection Regulation (‘GDPR’). When processing your personal data, we comply with the obligations arising from this GDPR.

Very secure
All data you leave on our website is stored very securely behind locks and keys using the latest technologies. Anyone who has nothing to do with your data simply cannot access it. If we give your data to someone else – you can read below why and when we do this – we require that the other party handles your data as carefully as we do and only uses it for the purpose for which they received it. If you feel that this is not happening, please let us know via our customer service.

What do we do with your data?
We use your data for various purposes. For example, purposes related to the execution of your order, purposes for which you have given us permission first, or purposes that we consider important ourselves. Below you can see what these purposes are. We use the data we receive from you, but also the data we collect ourselves. For example, data about your visit to our website.

1. Performance of the agreement

Delivering your order
To process your order, we need your name, email address, address(es), payment details, and also your phone number. This allows us to deliver your order and keep you informed about it.

Your account
In your account on our website, we store information such as your name, address(es), phone number, email address, delivery details, age, language, invoices, and orders. This is convenient because you don't have to enter this information every time. We also store information about your previous orders (including invoices) so that you can easily find them.

Customer service
You can call us, fill in the contact form on the website, contact us via social media, or send an email to our customer service. To help you quickly with questions, we use the personal data and information you have provided. We process this to handle your questions or complaints and to provide you with good service.

Contests
If you participate in a promotion or contest, we ask for your name, address, email address, and sometimes your age/date of birth. This allows us to carry out the promotion and announce the winner(s).

Pay afterwards
If you purchase items that you do not want to pay for immediately, we may (have) check your creditworthiness. We may use external agencies for this. This is also stated in our general terms and conditions (article 5 paragraph 4). For the credit check, we may provide your data to these external agencies. They may only use this data for that purpose. In addition, we may call you to remind you of an overdue invoice. We may also pass on your data to a collection agency and/or bailiff who collects unpaid invoices on our behalf.

2. Processing with your consent

Email newsletters (opt-out)
If you have ordered products on our website, we will use your name and email address to send you our weekly email newsletter with information about similar products and services from BOSKA, unless you have indicated that you do not wish to receive these emails.

Email newsletters (opt-in)
In addition, we also use your name and email address to send our weekly email newsletter if you have given us permission to do so in another way.
If you no longer wish to receive newsletters from us, please unsubscribe here. Simple, right?

Reviews
We love reviews. And so do our customers. If you want to write a review, choose whether your personal data or your name is visible to other visitors. We keep track of who writes which review. The data of the reviews remains visible as long as the review is published. You can always withdraw your consent for this.

3. Processing for our legitimate interest

Improvement of our store and service
We are constantly working to improve our services. Therefore, we may use your data to ask if you want to participate in a voluntary customer or market survey. The survey is always anonymous, and the results cannot be traced back to you.

Fraud
Nobody wants fraud, and neither do we. That's why we use data to investigate, prevent, and combat fraud.

Social media
We do not gain access to your social media account, but you can share articles that you like, find useful, or convenient with your friends. If you ask us a question via social media and we see that question, we will save that message and your account name so that we can respond to your message.

Who do we share your data with?
We do not provide personal data to third parties unless we are obliged to do so by a legal provision.

In addition, we may use other service providers for some activities. For example, if the product you ordered needs to be paid for, delivered, or repaired. We also engage service providers for our customer service, to conduct research into improving our services, for fraud investigations, or creditworthiness checks. These service providers (so-called processors) process personal data exclusively on our instructions. We have concluded a processor agreement with them in which the service provider is obliged to comply with all legal obligations from the legislation and this Privacy Policy. Via the customer service you can receive more information about our service providers who process personal data on our behalf.

How long do we keep your personal data?
We do not process your personal data for longer than necessary for the purpose for which this data is processed.

All personal data that is necessary for the delivery of the products and the fulfillment of our obligations from the sales agreement, for example, is kept for as long as necessary for this purpose, for example for the warranty period or for the fulfillment of our obligations under tax legislation (7 years).

The personal data in your account is kept as long as you have an account. You always have the right to terminate your account.

If we use your personal data to send our email newsletter, we will process the associated personal data until you withdraw your consent. You always have the right to withdraw this consent. You can do this by unsubscribing here or via the unsubscribe link in the newsletter.

If we no longer need to keep the personal data for the reasons mentioned above, we will delete or anonymize it, unless we are (i) obliged to keep certain personal data longer by law (for example, under tax legislation (7 years)) or (ii) due to a duty of proof (for example, in the field of email marketing). In which case, only the personal data specifically necessary for that purpose will be kept for the applicable retention period.

What are your rights?
Via our customer service you can request to view, change, delete, or receive your personal data. Unfortunately, sometimes we cannot comply with your request. If this is the case, we will always explain why. If you want to receive your personal data from us, and we agree, we will transfer this personal data to you or another party designated by you in a structured, commonly used, and machine-readable format.

If you want to withdraw your consent or object to the (further) processing of your personal data, you can also contact our customer service. You can also withdraw your consent via your account.

Following your objection, we will delete personal data, unless we are obliged to keep the relevant personal data due to compelling legitimate grounds or a legal obligation. If the latter is the case, we will inform you of this and explain our consideration.

If you have complaints about the way we process your personal data or handle your requests, you can contact our customer service. If this does not lead to a solution, you can of course always exercise your right to file a complaint with the Dutch Data Protection Authority (www.autoriteitpersoonsgegevens.nl) or appeal to the competent court.

Changes
This Privacy Policy may be changed. If we make changes, the amended version will be published on the Website or announced by email at least one month before it takes effect. We advise you to consult the Privacy Policy regularly. If you do not agree with the changes, you can request us to delete your personal data.

THIRD-PARTY WEBSITES
Our website may contain hyperlinks to third-party websites. We are not responsible for these websites and advise you to read the privacy policy of these websites carefully.

Bodegraven, May 26, 2018

Although the content of this website has been compiled with the utmost care, BOSKA Holland cannot rule out the possibility that certain information on the website contains inaccuracies. All prices on this website are in euros, including 21% VAT, unless stated otherwise. The information offered on this website is subject to change, including the prices and specifications of products. All trademarks mentioned are the property of their respective owners. The images shown are for illustration purposes only and may differ from the products indicated.

Company name and legal form
Bos Cheese Tools B.V.

Registered address
Spanjeweg 8
2411 PX Bodegraven
The Netherlands

Postal address
P.O. Box 110
2410 AC Bodegraven
The Netherlands

Accessibility
From Monday to Friday, 8:30 AM to 5:00 PM.
Phone: 0172-611502
Email: support@boska.com

Chamber of Commerce number
29039753

VAT Number
NL801907962B01

Table of Contents:
Article 1 - Definitions
Article 2 - Identity of the entrepreneur
Article 3 - Applicability
Article 4 - The offer
Article 5 - The agreement
Article 6 - Right of withdrawal
Article 7 - Obligations of the consumer during the reflection period
Article 8 - Exercise of the right of withdrawal by the consumer and the costs thereof
Article 9 - Obligations of the entrepreneur in case of withdrawal
Article 10 - Exclusion of the right of withdrawal
Article 11 - The price
Article 12 - Fulfillment of the agreement and extra guarantee
Article 13 - Delivery and execution
Article 14 - Duration transactions: duration, termination and extension
Article 15 - Payment
Article 16 - Complaints procedure
Article 17 - Disputes
Article 18 - Sector guarantee
Article 19 - Additional or deviating provisions
Article 20 - Amendment of the General Terms and Conditions Thuiswinkel

Article 1 - Definitions
In these terms and conditions, the following definitions apply:
1. Additional agreement: an agreement whereby the consumer acquires products, digital content and/or services in connection with a distance agreement and these goods, digital content and/or services are supplied by the entrepreneur or by a third party on the basis of an arrangement between that third party and the entrepreneur;
2. Reflection period: the period within which the consumer can make use of their right of withdrawal;
3. Consumer: the natural person who is not acting for purposes related to their commercial, business, craft or professional activity;
4. Day: calendar day;
5. Digital content: data produced and supplied in digital form;
6. Duration agreement: an agreement that extends to the regular delivery of goods, services and/or digital content during a certain period;
7. Durable medium: any tool - including email - that enables the consumer or entrepreneur to store information addressed to them personally in a way that allows future consultation or use for a period that is tailored to the purpose for which the information is intended, and that allows unaltered reproduction of the stored information;
8. Right of withdrawal: the possibility for the consumer to withdraw from the distance agreement within the reflection period;
9. Entrepreneur: the natural or legal person who is a member of Thuiswinkel.org and offers products, (access to) digital content and/or services to consumers at a distance;
10. Distance agreement: an agreement concluded between the entrepreneur and the consumer within the framework of an organized system for distance selling of products, digital content and/or services, whereby up to and including the conclusion of the agreement, exclusive or partial use is made of one or more techniques for distance communication;
11. Model withdrawal form: the European model withdrawal form included in Annex I of these terms and conditions. Annex I does not have to be made available if the consumer does not have a right of withdrawal with regard to their order;
12. Technique for distance communication: means that can be used for the conclusion of an agreement, without the consumer and entrepreneur having to be in the same room at the same time.

Article 2 - Identity of the entrepreneur
Name of entrepreneur
Bos Cheese Tools B.V

Trading under the name
BOSKA

Registered & visiting address
Spanjeweg 8
2411 PX Bodegraven
The Netherlands

Phone number
0172-611502

Accessibility
Monday-Friday: 8:30 AM - 5:00 PM
Saturday-Sunday: Closed

Email address
support@boska.com

Chamber of Commerce number
29039753

VAT number
NL801907962B01

If the entrepreneur's activity is subject to a relevant licensing system: the
details of the supervisory authority.

If the entrepreneur practices a regulated profession:
- the professional association or organization to which they belong;
- the professional title, the place in the EU or the European Economic Area where it was granted;
- a reference to the professional rules applicable in the Netherlands and instructions on where and how these professional rules can be accessed.

Article 3 - Applicability
1. These general terms and conditions apply to every offer from the entrepreneur and to every distance agreement concluded between the entrepreneur and the consumer.
2. Before the distance agreement is concluded, the text of these general terms and conditions will be made available to the consumer. If this is not reasonably possible, the entrepreneur will indicate, before the distance agreement is concluded, in what way the general terms and conditions can be viewed at the entrepreneur and that they will be sent to the consumer free of charge as soon as possible at their request.
3. If the distance agreement is concluded electronically, in deviation from the previous paragraph and before the distance agreement is concluded, the text of these general terms and conditions can be made available to the consumer electronically in such a way that it can be easily stored by the consumer on a durable medium. If this is not reasonably possible, it will be indicated, before the distance agreement is concluded, where the general terms and conditions can be viewed electronically and that they will be sent to the consumer free of charge electronically or in another way at their request.
4. In the event that, in addition to these general terms and conditions, specific product or service conditions also apply, the second and third paragraphs apply accordingly, and in the event of conflicting conditions, the consumer can always invoke the applicable provision that is most favorable to them.

Article 4 - The offer
1. If an offer has a limited period of validity or is made subject to conditions, this will be explicitly stated in the offer.
2. The offer contains a complete and accurate description of the products, digital content, and/or services offered. The description is sufficiently detailed to enable the consumer to make a proper assessment of the offer. If the entrepreneur uses images, these are a true representation of the products, services, and/or digital content offered. Obvious errors or mistakes in the offer do not bind the entrepreneur.
3. Each offer contains such information that it is clear to the consumer what rights and obligations are attached to accepting the offer.

Article 5 - The agreement
1. Subject to the provisions of paragraph 4, the agreement is concluded at the moment of acceptance of the offer by the consumer and compliance with the associated conditions.
2. If the consumer has accepted the offer electronically, the entrepreneur will immediately confirm receipt of the acceptance of the offer electronically. As long as the receipt of this acceptance has not been confirmed by the entrepreneur, the consumer can dissolve the agreement.
3. If the agreement is concluded electronically, the entrepreneur will take appropriate technical and organizational measures to secure the electronic transfer of data and will ensure a secure web environment. If the consumer can pay electronically, the entrepreneur will take appropriate security measures in this regard.
4. Within legal frameworks, the entrepreneur may obtain information about whether the consumer can meet their payment obligations, as well as all those facts and factors that are important for a responsible conclusion of the distance agreement. If, on the basis of this investigation, the entrepreneur has good reasons not to enter into the agreement, they are entitled to refuse an order or request, with reasons, or to attach special conditions to the execution.
5. At the latest upon delivery of the product, service, or digital content to the consumer, the entrepreneur will send the following information, in writing or in such a way that it can be stored by the consumer in an accessible manner on a durable medium:
a. the visiting address of the entrepreneur's establishment where the consumer can address complaints;
b. the conditions under which and the manner in which the consumer can exercise the right of withdrawal, or a clear statement regarding the exclusion of the right of withdrawal;
c. information about guarantees and existing after-sales service;
d. the price including all taxes of the product, service, or digital content; insofar as applicable, the costs of delivery; and the method of payment, delivery, or execution of the distance agreement;
e. the requirements for terminating the agreement if the agreement has a duration of more than one year or is of indefinite duration;
f. if the consumer has a right of withdrawal, the model withdrawal form.
6. In the case of a duration transaction, the provision in the previous paragraph only applies to the first delivery.

Article 6 - Right of withdrawal
For products:
1. The consumer can dissolve an agreement regarding the purchase of a product during a reflection period of at least 14 days without stating reasons. The entrepreneur may ask the consumer for the reason for withdrawal, but not oblige them to state their reason(s).
2. The reflection period referred to in paragraph 1 starts on the day after the consumer, or a third party designated in advance by the consumer who is not the carrier, has received the product, or:
a. if the consumer has ordered several products in the same order: the day on which the consumer, or a third party designated by them, has received the last product. The entrepreneur may refuse an order of several products with different delivery times, provided they have clearly informed the consumer about this prior to the ordering process.
b. if the delivery of a product consists of several shipments or parts: the day on which the consumer, or a third party designated by them, has received the last shipment or the last part;
c. in agreements for regular delivery of products during a certain period: the day on which the consumer, or a third party designated by them, has received the first product.

For services and digital content not supplied on a tangible medium:
3. The consumer can dissolve a service agreement and an agreement for the supply of digital content that has not been supplied on a tangible medium within a reflection period of at least 14 days without stating reasons. The entrepreneur may ask the consumer for the reason for withdrawal, but not oblige them to state their reason(s).
4. The reflection period referred to in paragraph 3 starts on the day following the conclusion of the agreement.

Extended reflection period for products, services and digital content not supplied on a tangible medium in case of failure to inform about the right of withdrawal:
5. If the entrepreneur has not provided the consumer with the legally required information about the right of withdrawal or the model withdrawal form, the reflection period will expire twelve months after the end of the original reflection period determined in accordance with the previous paragraphs of this article.
6. If the entrepreneur has provided the consumer with the information referred to in the previous paragraph within twelve months of the start date of the original reflection period, the reflection period will expire 14 days after the day on which the consumer received that information.

Article 7 - Obligations of the consumer during the reflection period
1. During the reflection period, the consumer will handle the product and the packaging with care. They will only unpack or use the product to the extent necessary to establish the nature, characteristics, and functioning of the product. The basic principle here is that the consumer may only handle and inspect the product as they would be allowed to do in a store.
2. The consumer is only liable for the depreciation of the product that is the result of a way of handling the product that goes beyond what is permitted in paragraph 1.
3. The consumer is not liable for the depreciation of the product if the entrepreneur has not provided them with all legally required information about the right of withdrawal before or at the conclusion of the agreement.

Article 8 - Exercise of the right of withdrawal by the consumer and the costs thereof
1. If the consumer exercises their right of withdrawal, they will notify the entrepreneur within the reflection period by means of the model withdrawal form or in another unambiguous way.
2. As soon as possible, but within 14 days from the day following the notification referred to in paragraph 1, the consumer will return the product, or hand it over to (an authorized representative of) the entrepreneur. This is not necessary if the entrepreneur has offered to collect the product themselves. The consumer has in any case complied with the return period if they return the product before the reflection period has expired.
3. The consumer will return the product with all supplied accessories, if reasonably possible in its original condition and packaging, and in accordance with the reasonable and clear instructions provided by the entrepreneur.
4. The risk and the burden of proof for the correct and timely exercise of the right of withdrawal lies with the consumer.
5. The consumer bears the direct costs of returning the product. If the entrepreneur has not stated that the consumer must bear these costs or if the entrepreneur indicates that they will bear the costs themselves, the consumer does not have to bear the costs for return shipment.
6. If the consumer withdraws after having first explicitly requested that the performance of the service or the supply of gas, water, or electricity that have not been made ready for sale in a limited volume or specific quantity starts during the reflection period, the consumer owes the entrepreneur an amount that is proportional to that part of the obligation that has been fulfilled by the entrepreneur at the time of withdrawal, compared to the full fulfillment of the obligation.
7. The consumer does not bear any costs for the performance of services or the supply of water, gas, or electricity that have not been made ready for sale in a limited volume or quantity, or for the supply of district heating, if:
a. the entrepreneur has not provided the consumer with the legally required information about the right of withdrawal, the cost compensation upon withdrawal, or the model withdrawal form, or;
b. the consumer has not explicitly requested the start of the performance of the service or the supply of gas, water, electricity, or district heating during the reflection period.
8. The consumer does not bear any costs for the full or partial supply of digital content not supplied on a tangible medium, if:
a. they have not explicitly consented prior to its supply to the commencement of the performance of the agreement before the end of the reflection period;
b. they have not acknowledged losing their right of withdrawal when granting their consent; or
c. the entrepreneur has failed to confirm this statement from the consumer.
9. If the consumer exercises their right of withdrawal, all supplementary agreements are dissolved by operation of law.

Article 9 - Obligations of the entrepreneur in case of withdrawal
1. If the entrepreneur enables the consumer to notify their withdrawal electronically, they will send an acknowledgment of receipt immediately after receiving this notification.
2. The entrepreneur will reimburse all payments from the consumer, including any delivery costs charged by the entrepreneur for the returned product, without delay but within 14 days following the day on which the consumer notifies them of the withdrawal. Unless the entrepreneur offers to collect the product themselves, they may wait with the refund until they have received the product or until the consumer proves that they have returned the product, whichever is earlier.
3. The entrepreneur will use the same payment method that the consumer used for the refund, unless the consumer agrees to another method. The refund is free of charge for the consumer.
4. If the consumer has opted for a more expensive method of delivery than the cheapest standard delivery, the entrepreneur does not have to reimburse the additional costs for the more expensive method.

Article 10 - Exclusion of the right of withdrawal
The entrepreneur can exclude the following products and services from the right of withdrawal, but only if the entrepreneur has clearly stated this in the offer, at least in good time before the conclusion of the agreement:
1. Products or services whose price is subject to fluctuations in the financial market over which the entrepreneur has no influence and which may occur within the withdrawal period;
2. Agreements that were concluded during a public auction. A public auction is understood to mean a method of sale whereby products, digital content and/or services are offered by the entrepreneur to the consumer who is personally present or is given the opportunity to be personally present at the auction, under the direction of an auctioneer, and whereby the successful bidder is obliged to purchase the products, digital content and/or services;
3. Service agreements, after full performance of the service, but only if:
a. the performance has begun with the consumer's explicit prior consent; and
b. the consumer has stated that they lose their right of withdrawal as soon as the entrepreneur has fully performed the agreement;
4. Package tours as referred to in Article 7:500 of the Dutch Civil Code and agreements for passenger transport;
5. Service agreements for the provision of accommodation, if a specific date or period of performance is stipulated in the agreement and other than for residential purposes, goods transport, car rental services and catering;
6. Agreements relating to leisure activities, if a specific date or period of performance is stipulated in the agreement;
7. Products manufactured according to the consumer's specifications, which are not prefabricated and which are manufactured on the basis of an individual choice or decision of the consumer, or which are clearly intended for a specific person;
8. Products that spoil quickly or have a limited shelf life;
9. Sealed products that are not suitable for return for reasons of health protection or hygiene and whose seal has been broken after delivery;
10. Products that, after delivery, are irrevocably mixed with other products due to their nature;
11. Alcoholic beverages, the price of which was agreed upon at the conclusion of the agreement, but the delivery of which can only take place after 30 days, and the actual value of which depends on fluctuations in the market over which the entrepreneur has no influence;
12. Sealed audio, video recordings and computer software, the seal of which has been broken after delivery;
13. Newspapers, periodicals or magazines, with the exception of subscriptions to them;
14. The supply of digital content other than on a tangible medium, but only if:
a. the performance has begun with the consumer's explicit prior consent; and
b. the consumer has stated that they thereby lose their right of withdrawal.

Article 11 - The price
1. During the period of validity stated in the offer, the prices of the products and/or services offered will not be increased, except for price changes due to changes in VAT rates.
2. Contrary to the previous paragraph, the entrepreneur may offer products or services whose prices are subject to fluctuations in the financial market and over which the entrepreneur has no influence, with variable prices. This dependence on fluctuations and the fact that any prices mentioned are target prices will be stated in the offer.
3. Price increases within 3 months after the conclusion of the agreement are only permitted if they are the result of statutory regulations or provisions.
4. Price increases from 3 months after the conclusion of the agreement are only permitted if the entrepreneur has stipulated this and:
a. they are the result of statutory regulations or provisions; or
b. the consumer has the authority to terminate the agreement with effect from the day on which the price increase takes effect.
5. The prices stated in the offer of products or services include VAT.

Article 12 - Fulfillment of the agreement and extra guarantee
1. The entrepreneur guarantees that the products and/or services comply with the agreement, the specifications stated in the offer, the reasonable requirements of soundness and/or usability, and the statutory provisions and/or government regulations existing on the date of the conclusion of the agreement. If agreed, the entrepreneur also guarantees that the product is suitable for other than normal use.
2. An extra guarantee provided by the entrepreneur, their supplier, manufacturer, or importer never limits the legal rights and claims that the consumer can assert against the entrepreneur under the agreement if the entrepreneur has failed to fulfill their part of the agreement.
3. An extra guarantee is understood to mean every commitment of the entrepreneur, their supplier, importer, or producer in which they grant the consumer certain rights or claims that go beyond what they are legally obliged to do in the event that they have failed to fulfill their part of the agreement.

Article 13 - Delivery and execution
1. The entrepreneur will observe the greatest possible care when receiving and executing orders for products and when assessing requests for the provision of services.
2. The place of delivery is the address that the consumer has made known to the entrepreneur.
3. With due observance of what is stated in Article 4 of these general terms and conditions, the entrepreneur will execute accepted orders with due speed but no later than 30 days, unless a different delivery period has been agreed. If the delivery is delayed, or if an order cannot be executed or can only be partially executed, the consumer will be informed of this no later than 30 days after they placed the order. In that case, the consumer has the right to dissolve the agreement without costs and is entitled to any compensation.
4. After dissolution in accordance with the previous paragraph, the entrepreneur will immediately refund the amount that the consumer has paid.
5. The risk of damage to and/or loss of products rests with the entrepreneur until the moment of delivery to the consumer or a representative designated in advance and made known to the entrepreneur, unless explicitly agreed otherwise.

Article 14 - Duration transactions: duration, termination and extension
Termination:
1. The consumer can terminate an agreement that has been entered into for an indefinite period and that extends to the regular delivery of products (including electricity) or services at any time with due observance of the agreed termination rules and a notice period of at most one month.
2. The consumer can terminate an agreement that has been entered into for a definite period and that extends to the regular delivery of products (including electricity) or services at any time towards the end of the definite period with due observance of the agreed termination rules and a notice period of at most one month.
3. The consumer can terminate the agreements referred to in the previous paragraphs:
- at any time and not be limited to termination at a specific time or during a specific period;
- terminate them in at least the same way as they were entered into by them;
- always terminate them with the same notice period that the entrepreneur has stipulated for themselves.
Extension:
4. An agreement that has been entered into for a definite period and that extends to the regular delivery of products (including electricity) or services may not be tacitly extended or renewed for a definite period.
5. Contrary to the previous paragraph, an agreement that has been entered into for a definite period and that extends to the regular delivery of daily, news and weekly newspapers and magazines may be tacitly extended for a definite period of a maximum of three months, if the consumer can terminate this extended agreement towards the end of the extension with a notice period of at most one month.
6. An agreement that has been entered into for a definite period and that extends to the regular delivery of products or services may only be tacitly extended for an indefinite period if the consumer may terminate it at any time with a notice period of at most one month. The notice period is at most three months in the event that the agreement extends to the regular, but less than once a month, delivery of daily, news and weekly newspapers and magazines.
7. An agreement with a limited duration for the regular introductory delivery of daily, news and weekly newspapers and magazines (trial or introductory subscription) will not be tacitly continued and will automatically end after the trial or introductory period.
Duration:
8. If an agreement has a duration of more than one year, the consumer may terminate the agreement at any time after one year with a notice period of at most one month, unless reasonableness and fairness oppose termination before the end of the agreed duration.

Article 15 - Payment
1. Unless otherwise stipulated in the agreement or supplementary conditions, the amounts owed by the consumer must be paid within 14 days after the start of the reflection period, or in the absence of a reflection period, within 14 days after the conclusion of the agreement. In the case of an agreement for the provision of a service, this period commences on the day after the consumer has received confirmation of the agreement.
2. When selling products to consumers, the consumer may never be obliged in general terms and conditions to pay in advance more than 50%. When advance payment has been stipulated, the consumer cannot assert any rights regarding the execution of the relevant order or service(s) before the stipulated advance payment has been made.
3. The consumer has the duty to immediately report inaccuracies in provided or stated payment details to the entrepreneur.
4. If the consumer does not meet their payment obligation(s) on time, after being informed by the entrepreneur of the late payment and the entrepreneur has granted the consumer a period of 14 days, starting from the day after receipt of the reminder, to still meet their payment obligations, the consumer will owe statutory interest on the outstanding amount after failure to pay within this 14-day period, and the entrepreneur is entitled to charge the extrajudicial collection costs incurred by them. These collection costs amount to a maximum of: 15% on outstanding amounts up to € 2,500; 10% on the subsequent € 2,500; and 5% on the following € 5,000, with a minimum of € 40. The entrepreneur may deviate from the stated amounts and percentages to the benefit of the consumer.

Article 16 - Complaints procedure
1. The entrepreneur has a sufficiently publicized complaints procedure and handles the complaint in accordance with this complaints procedure.
2. Complaints about the execution of the agreement must be submitted to the entrepreneur fully and clearly described within a reasonable time after the consumer has discovered the defects.
3. Complaints submitted to the entrepreneur will be answered within a period of 14 days from the date of receipt. If a complaint requires a foreseeably longer processing time, the entrepreneur will respond within the 14-day period with a notice of receipt and an indication of when the consumer can expect a more detailed answer.
4. A complaint about a product, service, or the service of the entrepreneur can also be submitted via a complaint form on the consumer page of the Thuiswinkel.org website www.thuiswinkel.org. The complaint will then be sent to both the entrepreneur concerned and Thuiswinkel.org.
5. The consumer must in any case give the entrepreneur 4 weeks to resolve the complaint in mutual consultation. After this period, a dispute arises that is subject to the dispute settlement procedure.

Article 17 - Disputes
1. Agreements between the entrepreneur and the consumer to which these general terms and conditions relate are exclusively governed by Dutch law. If the entrepreneur directs their activities to the country where the consumer resides, the consumer can also always invoke the mandatory consumer law of their country.
2. Disputes between the consumer and the entrepreneur about the conclusion or execution of agreements relating to products and services to be delivered or delivered by this entrepreneur can, with due observance of the provisions below, be submitted by both the consumer and the entrepreneur to the Thuiswinkel Disputes Committee, P.O. Box 90600, 2509 LP in The Hague (www.sgc.nl).
3. A dispute will only be dealt with by the Disputes Committee if the consumer has first submitted their complaint to the entrepreneur within a reasonable time.
4. If the complaint does not lead to a solution, the dispute must be submitted to the Disputes Committee in writing or in another form to be determined by the Committee, at the latest 12 months after the date on which the consumer submitted the complaint to the entrepreneur.
5. When the consumer wants to submit a dispute to the Disputes Committee, the entrepreneur is bound by this choice. Preferably, the consumer will first report this to the entrepreneur.
6. When the entrepreneur wants to submit a dispute to the Disputes Committee, the consumer must state in writing within five weeks after a written request made by the entrepreneur whether they also wish to do so or want the dispute to be dealt with by the competent court. If the entrepreneur does not hear the consumer's choice within the period of five weeks, the entrepreneur is entitled to submit the dispute to the competent court.
7. The Disputes Committee will issue a ruling under the conditions as laid down in the regulations of the Disputes Committee (www.degeschillencommissie.nl/over-ons/de-commissies/2404/thuiswinkel). The decisions of the Disputes Committee are made by way of binding advice.
8. The Disputes Committee will not deal with a dispute or will cease dealing with it if the entrepreneur has been granted a suspension of payments, has gone bankrupt, or has actually ceased their business activities before a dispute has been dealt with by the committee at the hearing and a final ruling has been issued.
9. If, in addition to the Thuiswinkel Disputes Committee, another recognized disputes committee affiliated with the Stichting Geschillencommissies voor Consumentenzaken (SGC) or the Klachteninstituut Financiële Dienstverlening (Kifid) is competent, the Thuiswinkel Disputes Committee will preferably be competent for disputes mainly concerning the method of distance selling or service provision. For all other disputes, the other recognized disputes committee affiliated with SGC or Kifid.

Article 18 - Sector guarantee
1. Thuiswinkel.org guarantees the fulfillment of the binding advice of the Thuiswinkel Disputes Committee by its members, unless the member decides to submit the binding advice to the court for review within two months after its dispatch. This guarantee is revived if the binding advice is upheld after review by the court and the judgment showing this has become final. Up to a maximum amount of €10,000 per binding advice, this amount will be paid out to the consumer by Thuiswinkel.org. For amounts greater than €10,000 per binding advice, €10,000 will be paid out. For the excess, Thuiswinkel.org has an obligation to make reasonable efforts to ensure that the member complies with the binding advice.
2. To be able to invoke this guarantee, the consumer is required to make a written appeal to Thuiswinkel.org and to transfer their claim against the entrepreneur to Thuiswinkel.org. If the claim against the entrepreneur amounts to more than €10,000, the consumer will be offered to transfer their claim insofar as it exceeds the amount of €10,000 to Thuiswinkel.org, after which this organization will claim payment thereof in its own name and at its own expense in court to satisfy the consumer.

Article 19 - Additional or deviating provisions
Additional provisions or provisions deviating from these general terms and conditions may not be to the detriment of the consumer and must be laid down in writing or in such a way that they can be stored by the consumer in an accessible manner on a durable medium.

Article 20 - Amendment of the General Terms and Conditions Thuiswinkel
1. Amendments to these terms and conditions will only take effect after they have been published in an appropriate manner, on the understanding that in the case of applicable amendments during the term of an offer, the provision most favorable to the consumer will prevail.

Thuiswinkel.org
www.thuiswinkel.org
Horaplantsoen 20, 6717 LT Ede
P.O. Box 7001, 6710 CB Ede

 
Appendix I: Model withdrawal form


Model withdrawal form

(only complete and return this form if you wish to withdraw from the agreement)

- To: [name of entrepreneur]
[geographical address of entrepreneur]
[fax number of entrepreneur, if available]
[email address or electronic address of entrepreneur]

- I/We* hereby inform you that I/we* withdraw from our agreement concerning
the sale of the following products: [description of product]*
the supply of the following digital content: [description of digital content]*
the performance of the following service: [description of service]*,
revoke/revoke*

- Ordered on*/received on* [date of order for services or receipt for products]

- [Name of consumer(s)]
- [Address of consumer(s)]
- [Signature of consumer(s)] (only if this form is submitted on paper)
- [Date]

* Delete what is not applicable or fill in what is applicable.