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These general conditions of sale (“GCS”) apply to all distance sales concluded by GHM B&B B.V. (doing business under the tradename Hans Egstorf, hereafter “Hans Egstorf”), with any purchaser (“the Customer”) who wishes to acquire products offered for sale (“the Products”) by Hans Egstorf on its website at www.stroopwafel.com (“the Website”), in addition to the general terms and conditions of Thuiswinkel for the Thuiswinkel Keurmerk (de Algemene Voorwaarden Thuiswinkel). The purpose of these GCS is to define the rights and obligations of the Customer in connection with the online sale of Products supplied by Hans Egstorf via its Website. Hans Egstorf recommends that Customers review the current version of the GCS before placing each order. If you have any questions, please contact our customer service department before placing an order. Print out the Terms and Conditions and/or save them (digitally) for reference.
These GCS apply exclusively, in addition to the general terms and conditions of Thuiswinkel, superseding any other terms, subject to mandatory consumer law protection laws. In case of any inconsistency to the detriment of the Customer between these GCS and the terms and conditions of Thuiswinkel, the terms and conditions of Thuiswinkel apply. Purchasing Products on the Website for resale to third parties is expressly prohibited. If you are a customer acting in the course of a profession or business, please contact us at info@hansegstorf.com.
Contact details:
Customer Service
Customer Service is available at the contact details provided on the Website, Monday to Friday, 9:00 a.m. (CET) to 6:00 p.m. (CET), excluding Dutch public holidays.
2.1The GCS can be accessed at any time on the Website or are available on request via email at info@hansegstorf.com.
2.2 The GCS may be subject to subsequent modifications; the applicable version for any purchase by the Customer shall be the version in force on the Website upon the date of placement of the order. This version prevails over any previous or conflicting documents, subject to mandatory consumer law protection laws.
3.1 Order confirmation by the Customer constitutes full and unconditional acceptance of these GCS and the specific terms of the order. The Customer acknowledges and accepts these terms by checking the designated box before confirming their order.
3.2 The GCS are binding on the Customer in accordance with applicable Dutch law and do not affect statutory rights.
4.1Hans Egstorf takes special care in presenting each Product on the Website. Products are described and displayed as accurately as possible to inform the Customer of their essential characteristics before ordering. Hans Egstorf will provide the following information:
4.2 The best before date (THT) is indicated on the Product packaging or on a leaflet provided with the Product. Product photos are for illustrative purposes only and not contractually binding.
4.3 Hans Egstorf ensures the quality of Products sold on the Website. Products are stored under optimal conditions and prepared and packaged according to strict quality standards.
4.4 To enjoy Hans Egstorf stroopwafels at their best, keep them in a cool, dark place. Check the best before date (THT) as indicated on the label. Stroopwafels for home delivery are shipped in special packaging to prevent damage during transport.
4.5 Food Products sold on the Website contain certain allergens, specified for each Product under the "Allergens" section. Nutritional information for the Products is also provided under "Nutritional Information." Customers may contact Customer Service for further information at info@hansegstorf.com.
4.6 Hans Egstorf reserves the right to modify its product range at any time. Some offers may be available for a limited time, as indicated for each product or range. Hans Egstorf only commits to fulfilling orders received on the Website while supplies last. If a Product is unavailable at the time of final order registration, Hans Egstorf will notify the Customer of the cancellation of the out-of-stock Product by email. Reimbursement will be completed within 14 days.
5.1 To place an order, Customers have the option to open a customer account on the Website by providing personal data. Customers must ensure the information provided is truthful, accurate, and up to date.
5.2 Customers may correct or modify their order at any stage before confirmation. Customers are solely responsible for the information provided, and Hans Egstorf is not liable for any issues resulting from inaccurate information. Errors or omissions in contact or delivery details that result in loss of Products are the Customer’s responsibility. Where goods are recoverable, Hans Egstorf may, at its discretion, offer reshipment or a partial refund less actual costs incurred; where goods are perishable and cannot be resold, no refund may be due. Customers must verify their order and information before confirming payment.
5.3 Once the order has been confirmed, the order is automatically registered and cannot be modified by the Customer. Hans Egstorf will confirm receipt of the order by email, including a summary of the Products ordered, address, delivery method, payment method, and order number. The sale contract is formed upon order confirmation by Hans Egstorf and receipt of full payment.
5.4 Hans Egstorf reserves the right to cancel or reject any order from a Customer involved in a payment dispute or deemed a risk.
5.6 Order confirmation by Hans Egstorf, data recorded by Hans Egstorf’s systems, and email exchanges constitute proof of the transaction in case of dispute.
6.1 Products are supplied at the prices posted on the Website at the time of order registration. Prices are in euros, net or including tax as applicable, subject to the VAT rate in effect at the time of order and exclude shipping costs. Processing, shipping, and delivery costs are invoiced in addition, as indicated on the Website and calculated before order confirmation. Any additional costs require the Customer’s express consent. The final price includes all applicable costs. The total price indicated in the order confirmation is the total amount due, including all taxes and shipping.
6.2 Prices may be adjusted at any time without notice due to seasonal product costs and economic conditions. Order confirmation implies acceptance of the price. An invoice is sent by email and accessible in the customer account.
6.3 Placing an order requires payment through one of the allowed payment methods on the Website.
6.4 Customers guarantee they have the necessary authorization to use the used payment method. Billing information must match the cardholder’s details. Hans Egstorf may contact the cardholder for verification. In case of payment issues, incorrect billing address, or other problems attributable to the Customer, Hans Egstorf may withhold order confirmation.
6.5 Hans Egstorf may cancel or reject any irregular or bad faith order, or orders from Customers with unresolved payment disputes.
6.6 Online payments are processed securely. Hans Egstorf is not liable for fraudulent card use. If payment is refused or funds are unavailable, the order is automatically canceled and the Customer notified by email.
7.1 Products are shipped only after transaction validation. Any event defined as force majeure by Dutch law that delays or prevents order fulfillment or increases costs may suspend or, if it lasts more than 15 days, permit termination of Hans Egstorf’s obligations. If the contract is terminated due to force majeure, any prepaid amounts for undelivered goods will be refunded; no additional damages are owed. Hans Egstorf will notify the Customer of force majeure events by email.
7.2 Products are delivered in the Netherlands and certain other countries, according to the delivery times indicated for each method, to the address provided by the Customer. Delivery is deemed complete when the Customer receives physical possession of the Products. Except in exceptional cases, Products are delivered in a single shipment.
7.4 Delivery times are provided at the time of order. Delivery times are indicative; Hans Egstorf will make best efforts to comply.
7.5 If Products are not delivered within 30 days of order confirmation (excluding force majeure or Customer fault), the Customer may cancel the sale. Refunds are issued within 14 days of contract cancellation.
7.6 Orders placed the day before a Dutch public holiday are prepared and shipped on the next business day. Orders placed on a Dutch public holiday are prepared and shipped the following business day.
7.7 Customers are responsible for providing accurate and complete recipient information (including door number and floor) to ensure proper delivery. Hans Egstorf is not liable for returned deliveries due to address errors or inability to deliver. Costs for address changes are charged to the Customer. If the recipient is absent, the carrier will leave a notice or send a text/email.
7.8 Delivery charges vary by location and order value. Customers receive email notifications when the package is shipped and delivered.
7.9 Delivery schedules vary by region. Delivery times may be extended during busy periods. Hans Egstorf recommends ordering early during holidays. For tracking, Customers should use the carrier’s website with the tracking number provided by email.
7.10 Customers must ensure recipients are present on the delivery date. If the recipient is absent, the carrier will attempt to reschedule. Hans Egstorf is not liable for returned deliveries due to recipient absence, nor is delivery cost refundable if the carrier cannot contact the Customer. If conforming perishable products are returned to Hans Egstorf due to recipient absence and cannot be resold, they may be destroyed and no refund or replacement will be provided; this does not affect statutory remedies for non-conformity.
7.12 Reception occurs when the Customer takes physical possession of the Products. The Customer must check the condition of Products promptly. Please notify us of visible transport damage or missing items within a reasonable time after discovery. Any missing items, loss, or damage must be reported in writing to Hans Egstorf’s customer service, including a photo of any damage. Hans Egstorf will replace non-compliant or defective Products at its expense.
8.1 Ownership transfers to the Customer only after payment is registered. Risk transfers to the Customer upon delivery of the Products on the delivery address specified by the Customer when placing the order. From that point, the Customer assumes responsibility for any damage.
9.1 Hans Egstorf aims for optimal customer satisfaction. Customers may submit complaints to Customer Service:
9.2 If unsatisfied with Customer Service’s response, Customers may contact the relevant Dutch consumer mediation service.
9.3 For hygiene and food safety reasons, Hans Egstorf does not accept returns or exchanges of food products without prior agreement from Customer Service. If a return is agreed, the Product must be returned with proof of purchase. This clause does not limit statutory withdrawal rights where applicable, nor statutory remedies for non-conformity. Shipping costs are reimbursed at the invoiced rate and return costs for complaints (excluding withdrawal) are reimbursed upon presentation of receipts.
9.4 After review, Hans Egstorf will decide on an appropriate solution, such as a refund or replacement delivery within 30 days of order cancellation. Acceptance of a replacement or refund resolves the reported issue; this does not affect your statutory rights.
9.5 Hans Egstorf is not liable for indirect, incidental, punitive, or consequential damages, including lost profits or income, except where such liability arises from intent, gross negligence, death or personal injury, or non-conformity of the Product as provided by Dutch law. This limitation does not affect the consumer’s statutory rights under Dutch law.
10.1 The right of withdrawal shall not apply to the following Products:
(i) goods which are manufactured in accordance with customer specifications, or which are distinctly customized.
(ii) fresh and perishable products.
(iii) goods which have been unsealed by the Customer after delivery, and which cannot be returned for reasons of hygiene or health protection.
10.2 For other Products, in accordance with regulations in force, the Customer shall be permitted a term of fourteen (14) days with effect from the receipt of the Product to exercise their right of withdrawal in order to obtain an exchange or refund, with no obligation to provide any reason or payment of any penalty.
10.3 The right of withdrawal may be exercised by means of a simple letter, or using the withdrawal form as made available on the Website. An acknowledgement of receipt shall be submitted immediately to the Customer by Hans Egstorf.
10.4 Products should be returned in the original packaging where reasonably possible and in good condition.
10.5 In the event of the exercise of the right of withdrawal within the above-mentioned term, only the price of the Product(s) purchased, and the standard delivery charges shall be reimbursed; return costs shall be assumed by the Customer, as clearly disclosed prior to purchase on the Website/ checkout.
10.6 Any exchange (subject to availability) or refund shall be completed within a term of fourteen (14) days from the receipt of the Products by Hans Egstorf or receipt of proof of shipment by the Customer, under the conditions provided in this article. We may withhold reimbursement until we have received the Products or proof of shipment, whichever occurs first.
11.1 Products sold on the Website comply with Dutch regulations. Products are covered by a statutory warranty of conformity and a warranty against hidden defects, as provided under Dutch law.
11.2 Hans Egstorf delivers goods that conform to the order.
11.3 Hans Egstorf is bound by a statutory warranty against hidden defects that render Products unfit for their intended use, provided the Customer can prove the defect and acts within reasonable time after discovery.
11.4. In case of non-conformity, the consumer is entitled to repair or replacement of the Products. If repair or replacement is impossible or disproportionate, the Customer may seek a price reduction or rescission of the contract, in accordance with Dutch law.
12.1 The content of the Website, including but not limited to texts, comments, illustrations, photographs, and images, is the exclusive property of Hans Egstorf and protected by intellectual property rights. Any reproduction, in whole or in part, is strictly prohibited without Hans Egstorf’s prior written consent. Trademark or product integrity violations may result in civil or criminal proceedings.
13.1 These General Conditions of Sale are governed by Dutch law. In case of a dispute, an amicable solution will be sought first. If no amicable solution is reached, disputes may be brought before the competent court in Amsterdam, the Netherlands, unless mandatory law grants the consumer the right to bring proceedings before the courts of their own domicile.
