Terms and conditions

1. Who we are

These terms apply to all orders placed in the NOVACRYNE webshop at novacryne.nl (and the checkout page checkout.novacryne.nl).

2. When these terms apply

• These terms apply to every offer we make and to every purchase you make as a consumer in our webshop.
• You can read, save and print these terms before you order. You will find them at the bottom of every page, and we send them with the confirmation of your order (as a PDF or a link to a fixed version).
• Are you ordering as a business? Then the rules on the cooling-off period and withdrawal do not apply to you, unless we agree otherwise with you.
• Do you live in another EU country? Then the mandatory rules that protect you as a consumer in your country continue to apply (see article 16).

3. Our offer

• Each product shows what you are buying: name, contents (for example 50 ml), type of product (for example "Parfum"), image, ingredients and warnings. For a discovery set, we show which fragrances it contains and the contents of each bottle.
• An image shows the product as accurately as possible. Colour and packaging may differ slightly from what you see on your screen. A fragrance smells different on every skin; that is not a defect.
• Products marked "coming soon" cannot be bought yet. You can ask to be kept informed. That is not an order and you pay nothing.
• If there is an obvious mistake in the offer (for example a wrong price that you should reasonably have noticed), we do not have to honour it.

4. Prices

• All prices are in euros and include VAT.
• You will see shipping costs and any other costs before you order, in the basket and on the checkout page. You never pay more than the total you see when you order.
• For a promotion or discount, we state clearly what the promotion involves, how long it runs and what you need to do. When we reduce a price, the only "was" price we show is the lowest price of the previous 30 days.
• If we ship to another EU country, that country's VAT may apply. The price you see at checkout is always the price you pay.

5. How the purchase is made

• You choose products, go to the basket and fill in your details. Before you place the order, you see an overview. There you can still correct mistakes or remove products.
• You only place your order when you click the button labelled "Order with obligation to pay" (or an equally clear wording, such as "Order and pay").
• The purchase is concluded when you use that button. You immediately receive an email confirming that we have received your order. After that you receive a confirmation of the purchase with all the information, these terms, the returns and withdrawal policy and the model form.
• We keep a record of your order. You can view it again in the confirmation email [and in your account, if you have created one]. An account is not required.
• The contract is concluded in Dutch.
• We may refuse an order or set conditions if there is a good reason, for example if we suspect fraud or if we are not allowed to ship to your address. We will let you know within [3] working days and you will get your money back immediately.

6. Payment

• You can pay using the payment methods we show at the start of checkout, such as [iDEAL, credit card via Shopify Payments, PayPal].
• You pay when you order.
• We do not charge extra for any payment method.

7. Delivery and shipping

• We deliver to the Netherlands, Belgium, Germany and Luxembourg. At the start of checkout you can see which countries we deliver to and any restrictions.
• Perfume and discovery sets contain alcohol and are flammable. For these products, extra carrier rules apply. Car fragrance and reed diffusers are alcohol-free; carrier rules may still apply to them [per product, based on the SDS]. We may not be able to send some products to every country. You will see this before you order.
• We ship with [to follow, Patron's choice]. The expected delivery time is shown with the product and at checkout [to follow, Patron's choice]. In any case we deliver within 30 days, unless we agree otherwise together (Art. 7:9 BW).
• If we cannot deliver on time, we will let you know. You may then cancel the purchase and get your money back within 14 days.
• The product is at our risk until it has been delivered to you (or to someone you have designated) (Art. 7:11 BW).
• Is your parcel damaged or is something missing? Let us know as soon as possible, preferably with a photo.

8. Cooling-off period (right of withdrawal) – in brief

• You have a 14-day cooling-off period. During that time you can withdraw from the purchase without giving any reason.
• The 14 days start on the day after you (or someone you have designated) receive the product. If you order several products that are delivered separately, the 14 days start after you receive the last product.
• You can withdraw from the purchase:
• via the "Withdraw from contract here" button on our website (at the bottom of every page, in your confirmation email and in your account);
• with the model form;
• or with another clear message to [email to follow].
• For sealed products that cannot be returned for hygiene reasons (such as perfume or shower gel in sealed packaging), you lose the cooling-off period if you break the seal. This is clearly stated with the product.
• You pay the cost of sending the product back. For perfume and other products containing alcohol, a separate, safe return procedure applies; read it before you send anything back.
• You get your money back, including the standard shipping costs, within 14 days of your notification. We may wait until we have received the product back or until you show that you have sent it back.
• All the details are in the Returns and Withdrawal Policy. That policy forms part of these terms.

9. Legal guarantee (conformity)

• You are entitled to a product that is in good order: it must do what you can reasonably expect of it (Art. 7:17 BW). This is called the legal guarantee. It always applies, even without a receipt or extra guarantee.
• Is something wrong? Tell us within a reasonable time after you discover it. Within 2 months is always in time (Art. 7:23 BW).
• If a defect appears within 1 year of delivery, we assume it was already there at delivery, unless we prove otherwise (Art. 7:18(2) BW).
• You can choose between repair or a new product. If that is not possible or takes too long, you can ask for a price reduction or your money back (Arts 7:21 and 7:22 BW). We bear the costs of this.
• We do not give any extra (commercial) guarantee.
• The European notice on the legal guarantee is shown on our website and in your confirmation email.

10. Use and safety

• Before use, read the warnings on the label and on the product page. Perfume and car fragrance are flammable: keep them away from fire and heat, and out of reach of children.
• Use perfume and shower gel only on the skin as intended. If you get a skin reaction, stop using the product.
• The product page shows the details of the manufacturer or responsible person, the product (name, type, image, batch or other identifier) and the warnings in Dutch (Art. 19 GPSR, Regulation (EU) 2023/988).

11. Promotions, gifts and credit

• For every promotion (such as free shipping above a certain amount, free gift wrapping, a welcome gift or credit with a discovery set), the conditions are shown with the promotion itself: what you get, how long it applies and what you need to do.
• A free gift is part of the order. If you withdraw from the whole order, please also return the gift if it is still unused.
• Credit: the amount, period and how to use it are shown with the promotion.

12. Personal message and gift wrapping

You can have a card with a short message (maximum 140 characters) sent with your order. We do not print messages that are offensive or unlawful. A card or gift wrapping does not change your cooling-off period.

13. Liability

• We are liable for damage as provided by law. These terms do not limit your statutory rights as a consumer.

14. Complaints

• Do you have a complaint? Send a message to [email to follow] or use the contact form. Include your name, your order number and what is wrong. A photo helps.
• We acknowledge your complaint within [2] working days. You will receive a full reply within 14 days. If we need more time, you will hear within those 14 days when you can expect a reply.
• If we cannot resolve it together, you can go to the competent court (see article 16).

15. Disputes and dispute resolution body

Version A – not affiliated (current situation): We are not affiliated with a disputes committee or any other body for out-of-court dispute resolution. If we cannot resolve a dispute together, you can bring it before the competent court. You can also contact ConsuWijzer (www.consuwijzer.nl) for advice or – if you live in another EU country – the European Consumer Centre (www.eccnederland.nl).

Version B – if we join later: We are affiliated with [name of body], [address and website]. If we cannot resolve a dispute together, you can submit it to [body] within [period] after your complaint to us. There are costs involved: [amount according to the body's rules].

16. Applicable law and competent court

• Dutch law applies to these terms and to every purchase.
• Do you live in another EU country? Then you keep the protection given to you by the mandatory rules of your country (Art. 6(2) Rome I Regulation, Regulation (EC) 593/2008).
• You may bring a dispute before the court of the place where you live.

17. Changes to these terms

We may change these terms. Your order is governed by the terms as they were at the time you ordered. We keep old versions and will send them to you on request.