Webshop conditions

These terms and conditions apply in the Netherlands, both European and International, with the exception of islands such as the Canary Islands, and non-EU countries, where the suppliers must send the goods to the mainland, bear the shipping costs, and state “defective merchandise – NO COSTS” on the invoice. If a product does not meet the wishes within the statutory withdrawal period of 14 DAYS, products may be returned. The costs for the return are at the customer’s expense and are settled in two ways.

Option 1: You wish to receive a label from Flickmyhouse to return the product, in which case the return costs will be deducted from the refund. You follow the steps below to register the return of the product;

For your information: when a carrier decides to return the products in a different way, the supplier will pay all incurred costs and must inform Flickmyhouse about this decision so that we can process the return.

Step 1 Go to your Account, go to the RETURN tab and create a DRAFT in which you add products that can be returned. Once one of the above conditions is met, a SEND button will automatically be activated to request the return of the products. Fill in all the required fields.

Step 2 Follow the steps shown once your return has been accepted. Enter the collection and package address. If the TSS still requires information, this will be communicated by e-mail. The status of your collection will be automatically announced by our system.

Step 3 Prepare the package in optimal condition and present all products in a large cardboard box(es). Remember that the original boxes of the products themselves must arrive intact, without stickers or damage. It is therefore essential to reinforce the cardboard boxes and tape them well. Stick the label that our system generates for printing on each package. Don’t forget to print this label (which contains the RMA number related to your collection, the package number and an identification barcode) and stick it on each package. The warranty covers manufacturing defects and in no case covers wear or misuse. We will only refund the money for products that have a manufacturing defect, so you should carefully inspect products that show signs of wear or damage. In the case of damaged packaging or with courier seals, 100% of the value of the product will not be refunded. It is therefore important that you advise your customers to properly protect the returned goods with an extra cardboard box, so as not to damage the product’s own packaging.

Step 4 Once the products have been received, the technical service of suppliers will analyze each product, package and once they have all been verified, a replacement or refund will be made, where necessary. The payments will be made to your specified details, including your account. The process of checking and refunding the merchandise can take several weeks from the time of receipt in the warehouse.

Option 2: you as a customer choose your own transport method to return the product to our branch (Bolstoen 12K, 1046AT, Amsterdam). The costs are for your own account.

1. Ancillary agreement: an agreement whereby the consumer acquires products, digital content, and/or services in connection with a distance contract, and these items, digital content, and/or services are supplied by the trader or by a third party based on an arrangement between that third party and the trader;

   Cooling-off period: the period within which the consumer can exercise their right of withdrawal;

   Consumer: the natural person who is not acting for purposes related to their trade, business, craft, or profession;

   Day: calendar day;

   Platform: Website and the mobile application “Flickmyhouse”. Data produced and delivered in digital form;

   Continuing performance contract: a contract for the regular delivery of goods, services, and/or digital content over a specified period;

   Durable medium: any tool – including email – that enables the consumer or trader to store information addressed to them personally in a way that allows for future consultation or use for a period that is appropriate for the purpose for which the information is intended, and which allows the unchanged reproduction of the stored information;

   Right of withdrawal: the possibility for the consumer to withdraw from the distance contract within the cooling-off period;

   Distance contract: a contract concluded between the trader and the consumer within an organized system for the distance sale of products, digital content, and/or services, where up to and including the conclusion of the contract, one or more means of distance communication are used exclusively or partially;

   Means of distance communication: a medium that can be used for concluding a contract without the consumer and trader having to be simultaneously in the same room;

Flickmyhouse conducts business directly with the end customer for Purchases, Deliveries, and Returns to maintain a certain anonymity, as is customary with a trade agreement based on Article 6:119a of the Dutch Civil Code on obligations. Flickmyhouse offers its end-users tools to simplify after-sales management and warranties.

The agreement is concluded, subject to the provisions of paragraph 4, at the moment the consumer accepts the offer and meets the conditions set forth therein.

If the consumer has accepted the offer electronically, the trader 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 trader, the consumer can dissolve the agreement.

If the agreement is concluded electronically, the trader 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 trader will take appropriate security measures for this purpose.

Within legal frameworks, the trader can inform himself whether the consumer can meet his payment obligations, as well as all those facts and factors that are important for a responsible conclusion of the distance contract. If, based on this investigation, the trader has good reasons not to enter into the agreement, he is entitled to refuse an order or request with reasons or to attach special conditions to its execution.

At the latest upon delivery of the product, service, or digital content, the trader will provide the consumer with 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:

• the visiting address of the trader’s business establishment where the consumer can lodge complaints;

• 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;

• information about guarantees and existing after-sales service;

• the price, including all taxes, of the product, service, or digital content; where applicable, the costs of delivery; and the method of payment, delivery, or execution of the distance contract;

   

   

• the requirements for terminating the agreement if the agreement has a duration of more than one year or is of indefinite duration;

   

   

• if the consumer has a right of withdrawal, the model withdrawal form.

In the case of a continuing performance contract, the provision in the previous paragraph only applies to the first delivery.

1. If an offer has a limited validity period or is made subject to conditions, this will be explicitly stated in the offer.

   The offer contains a complete and accurate description of the products, digital content, and/or services offered. The description is sufficiently detailed to allow the consumer to make a proper assessment of the offer. If the trader uses images, they are a true representation of the products, services, and/or digital content offered. Obvious mistakes or errors in the offer are not binding on the trader.

   Each offer contains such information that it is clear to the consumer what the rights and obligations are that are attached to the acceptance of the offer.

For products:

The consumer can dissolve an agreement for the purchase of a product during a cooling-off period of 30 days without giving any reason. The trader may ask the consumer for the reason for withdrawal, but cannot compel them to state their reason(s).

The cooling-off period mentioned in paragraph 1 starts on the day after the consumer, or a third party designated by the consumer in advance, who is not the carrier, has received the product, or: a: if the consumer has ordered multiple products in the same order: the day on which the consumer, or a third party designated by them, has received the last product. The trader may, if they have clearly informed the consumer about this prior to the ordering process, refuse an order of multiple products with different delivery times. b: if the delivery of a product consists of multiple 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: for agreements for the regular delivery of products over 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 delivered on a physical medium:

The consumer can dissolve a service agreement and an agreement for the delivery of digital content not supplied on a physical medium for 30 days without giving a reason. The trader may ask the consumer for the reason for withdrawal, but cannot compel them to state their reason(s).

The cooling-off period mentioned in paragraph 3 starts on the day after the conclusion of the agreement.

Extended cooling-off period for products, services, and digital content not delivered on a physical medium when information about the right of withdrawal is not provided:

4. If the trader has not provided the consumer with the legally required information about the right of withdrawal or the model withdrawal form, the cooling-off period will expire twelve months after the end of the original cooling-off period established in accordance with the preceding paragraphs of this article.

5. If the trader has provided the information referred to in the previous paragraph to the consumer within twelve months of the start date of the original cooling-off period, the cooling-off period will expire 30 days after the day on which the consumer received that information.

1. During the cooling-off period, the consumer must handle the product and its packaging with care. They will only unpack or use the product to the extent necessary to determine its nature, characteristics, and function. The basic principle is that the consumer may only handle and inspect the product as they would in a retail store.

   The consumer is only liable for any diminished value of the product that results from handling it in a way that goes beyond what is permitted in paragraph 1.

   The consumer is not liable for any diminished value of the product if the trader has not provided them with all legally required information about the right of withdrawal before or at the time the agreement was concluded.

1. If the consumer exercises their right of withdrawal, they must notify the trader within the cooling-off period by using the model withdrawal form or in another unambiguous way.

   As soon as possible, but no later than 14 days from the day following the notification mentioned in paragraph 1, the consumer must return the product or hand it over to (an authorized representative of) the trader. This is not necessary if the trader has offered to collect the product themselves. The consumer has, in any case, complied with the return period if they send the product back before the cooling-off period has expired.

   The consumer must return the product with all delivered accessories, if reasonably possible in its original condition and packaging, and in accordance with the reasonable and clear instructions provided by the trader.

   The risk and the burden of proof for the correct and timely exercise of the right of withdrawal lie with the consumer.

   The consumer bears the direct costs of returning the product, unless stated otherwise, in accordance with the return policy.

   If the consumer withdraws after having explicitly requested that the performance of the service or the supply of gas, water, or electricity—which are not made ready for sale in a limited volume or specific quantity—commences during the cooling-off period, the consumer owes the trader an amount that is proportional to the part of the obligation fulfilled by the trader at the time of withdrawal, compared to the full performance of the obligation.

   The consumer does not bear any costs for the performance of services or the supply of water, gas, or electricity, which are not made ready for sale in a limited volume or quantity, or for the supply of district heating, if:

   • the trader 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;

   • the consumer has not explicitly requested the commencement of the performance of the service or the supply of gas, water, electricity, or district heating during the cooling-off period.

   The consumer does not bear any costs for the full or partial delivery of digital content not supplied on a physical medium, if:

   • they have not explicitly agreed to the commencement of the performance of the agreement before the end of the cooling-off period;

   • they have not acknowledged losing their right of withdrawal when granting their consent; or

   • the trader has failed to confirm this declaration from the consumer.

   If the consumer exercises their right of withdrawal, all ancillary agreements are dissolved by operation of law.

   The consumer is only liable for any diminished value of the product that results from handling it in a way that goes beyond what is permitted in paragraph 1.

   The consumer is not liable for any diminished value of the product if the trader has not provided them with all legally required information about the right of withdrawal before or at the time the agreement was concluded.

1. If the trader allows the consumer to notify them of the withdrawal electronically, they must send a confirmation of receipt immediately upon receiving this notification.

   The trader must reimburse all payments received from the consumer, including any delivery costs charged by the trader for the returned product, without undue delay, and in any case within 14 days of the day on which the consumer notifies them of the withdrawal. Unless the trader has offered to collect the product themselves, they may withhold the refund until they have received the product or until the consumer has demonstrated that they have returned the product, whichever occurs first.

   For the refund, the trader must use the same payment method that the consumer used, unless the consumer has explicitly agreed to a different method. The refund will be free of charge for the consumer.

   If the consumer has opted for a delivery method that is more expensive than the cheapest standard delivery offered, the trader is not required to refund the additional costs for the more expensive method.

1. The trader can exclude the following products and services from the right of withdrawal, but only if the trader has clearly stated this in the offer, or at least in a timely manner before the conclusion of the agreement:

   • Products or services whose price is subject to fluctuations in the financial market over which the trader has no influence and which can occur within the withdrawal period

   • Agreements concluded during a public auction. A public auction is understood to mean a sales method in which products, digital content, and/or services are offered by the trader 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 in which the successful bidder is obliged to purchase the products, digital content, and/or services;

   • Service agreements, after the full performance of the service, but only if:

     • the performance has begun with the explicit prior consent of the consumer; and

     • the consumer has declared that they lose their right of withdrawal as soon as the trader has fully performed the agreement;

   • Service agreements for the provision of accommodation, if a specific date or period of performance is provided for in the agreement and other than for residential purposes, goods transport, car rental services, and catering;

   • Agreements related to leisure activities, if the agreement provides for a specific date or period for its performance;

   • 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;

   • Products that spoil quickly or have a limited shelf life;

   • Sealed products that are not suitable for return due to health protection or hygiene reasons and whose seal has been broken after delivery;

   • Products that are, by their nature, inseparably mixed with other products after delivery;

   • Alcoholic beverages whose price was agreed upon when the agreement was concluded, but whose delivery can only take place after 30 days, and whose actual value depends on fluctuations in the market over which the trader has no influence;

   • Sealed audio and video recordings and computer software, whose seal has been broken after delivery;

   • Newspapers, periodicals, or magazines, with the exception of subscriptions for them;

   • The supply of digital content that is not supplied on a physical medium, but only if:

     • the performance has begun with the explicit prior consent of the consumer; and

     • the consumer has declared that they thereby lose their right of withdrawal.

All products offered in the Flickmyhouse catalog have a two-year warranty in accordance with European law.

All our items leave the suppliers’ warehouse with the packaging in perfect condition.

The first thing you must check is whether the number of packages received matches the number of packages sent. Secondly, thoroughly inspect the outside of each package for any signs of being hit or mishandled, such as bumps, dents, holes, boxes in poor condition, courier labels, or any other sign that could lead to the suspicion that the goods may be damaged.

It is mandatory to leave a note and a signature on the courier’s waybill, either on paper or digitally (PDA), stating “PACKAGE VISIBLY DAMAGED” if these signs are present. Failing to sign a package as VISIBLY DAMAGED and then presenting images that show visible damage will result in the claim being automatically rejected.

The end customer has 48 hours to report any potential incidents to the trader. Flickmyhouse has 5 days to review and process this incident with its suppliers.

The consumer has up to 5 calendar days from the receipt of the goods to open an incident from your Flickmyhouse account via flickmyhouse.shop/support/. This period is much longer than the usual 24/48-hour period offered by other providers, as we want to make it easier for suppliers to obtain and provide all required documentation. After this period, we can no longer claim transport insurance, and our system will not allow you to open the incident.

Once you have opened the Support section, you must choose the Logistics and After Sales channel to send your request to the correct department.

• Order not received: For inquiries about shipments that have not yet been received or for shipments where you have not received all the packages that were sent (partial receipt).

• Order received: To report incidents after receiving all packages for your order. You must provide all required documents as requested. Sending incorrect or inaccurate documents, or not sending them, will invalidate the possibility of any claim and will result in the cancellation of the incident.

As a seller, we ask you to collect all the required information to complete the incident correctly. You can find all the requested information in the packing list that is included in all our shipments, whether B2B or dropshipping. This includes your order, the requested references, and the stamps or numbers of the operators who prepared your order (check control 1 and 2).

You will need to provide a clear explanation with as many details as possible in the comments field. You must also attach the requested images of the subject of the claim.

Flickmyhouse does not accept returns for products in perfect condition that end-users/customers no longer want, made a wrong purchase of, or for any other reason.

Each distributor decides which after-sales policy to apply to their website or business. In some cases, it’s preferred to refund the customer for the item to avoid additional logistical costs. If a replacement is necessary, the procedure is very simple: the customer must go to shop.flickmyhouse.com/, create a completely new order, and pay for it.

• When the product shows clear signs of incorrect use or unjustified damage, or arrives in poor condition;

• When the product is returned without packaging, with damaged packaging, or with shipping labels that render the packaging unusable – 50% of the product value will be deducted; and

• when the product is returned with missing parts or accessories, or if the incident description is untrue – the product will not be refunded.

Very important: no refunds will be issued for returned products that are not defective or for which the incident description is untrue. If we do not receive confirmation or payment within 7 days, the products will be destroyed at a container park, and Flickmyhouse will not accept any claims to the products under any circumstances.

1. During the validity period stated in the offer, the prices of the offered products and/or services will not be increased, with the exception of price changes resulting from changes in VAT rates.

   In derogation of the previous paragraph, the trader can offer products or services with variable prices whose prices are subject to fluctuations in the financial market over which the trader has no influence. This link to fluctuations and the fact that any stated prices are indicative prices must be mentioned in the offer.

   Price increases within 3 months of the conclusion of the agreement are only permitted if they are the result of legal regulations or provisions.

    

    

   Price increases from 3 months after the conclusion of the agreement are only permitted if the trader has stipulated this and:

    

    

   1. they are the result of legal regulations or provisions; or

   2. the consumer has the authority to terminate the agreement as of the day the price increase takes effect.

   The prices mentioned in the offer for products or services are inclusive of VAT.

Once the merchandise has been received by our supplier/partner and its status has been checked, we will proceed with refunding the amount to your account. Please keep in mind that the refund process can take several weeks (a minimum of 4 to a maximum of 8 weeks) to evaluate the received merchandise.

If an order is not picked up by the recipient, it will be returned to our supplier/partner. Once it has been received by our supplier/partner, it is automatically handled by their technical team and then passed on to the administration department for payment processing.

The shipment of the package and its return to the warehouse incur transport costs, which must be paid by the company or person who placed the order. As a result, you will receive a refund for the order minus the double delivery costs.

Please note that the processing of this can take several weeks.

Providing the highest quality and the best warranty is our commitment to our customers. All items have a warranty for a period of two years from the date of delivery.

• Defects caused by neglect, impacts, incorrect use, manipulation, incorrect voltage or installation, or wear and tear are not covered.

  In the case of computer products, the warranty does not cover virus removal, program restoration, or reinstallation after formatting.

• If a detail of the warranty or the proof of purchase has been modified, altered, or replaced; and/or

• If the identification number or the product covered by the warranty has been tampered with, or if it has been repaired without prior authorization from the Technical Department.

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Agreements between the trader and the consumer to which these general terms and conditions apply are governed exclusively by Dutch law.

Disputes between the consumer and the trader concerning the formation or performance of agreements regarding products and services to be supplied or already supplied by this trader can, with due observance of the provisions below, be submitted by either the consumer or the trader to the Flickmyhouse Disputes Committee, P.O. Box 90600, 2509 LP The Hague (www.sgc.nl).

A dispute will only be handled by the Disputes Committee if the consumer has first submitted their complaint to the trader within a reasonable period.

If the complaint does not lead to a solution, the dispute must be brought before the Disputes Committee in writing or in another form to be determined by the Committee, no later than 12 months after the date on which the consumer submitted the complaint to the trader.

When the consumer wants to submit a dispute to the Disputes Committee, the trader is bound by this choice. The consumer should preferably first report this to the trader.

When the trader wants to submit a dispute to the Disputes Committee, the consumer must, within five weeks of a written request from the trader, state in writing whether they also wish to do so or prefer to have the dispute handled by the competent court. If the trader does not receive the consumer’s choice within the five-week period, the trader is entitled to submit the dispute to the competent court.

The Disputes Committee will make a decision under the conditions as laid down in the rules 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.

The Disputes Committee will not handle a dispute or will cease its handling if the trader has been granted a moratorium on payments, has been declared bankrupt, or has factually ceased their business activities, before the committee has handled the dispute at a hearing and a final judgment has been rendered.

For all other disputes, the other recognized disputes committee affiliated with SGC or Kifid is applicable.