Terms and conditions

General Terms and Conditions – Monavida

Article 1 – Definitions

Reflection period: the period within which the consumer can exercise their right of withdrawal.
Consumer: the natural person who does not act in the exercise of a profession or business and who enters into a distance agreement with the entrepreneur.
Day: calendar day.
Ongoing transaction: a distance contract relating to a series of products and/or services, the delivery and/or purchase obligation of which is spread over time.
Durable medium: any means that allows the consumer or entrepreneur to store information directed to them personally in a way that enables future consultation and unchanged reproduction of the stored information.
Right of withdrawal: the consumer’s option to withdraw from the distance contract within the reflection period.
Entrepreneur: the natural or legal person who offers products and/or services to consumers at a distance.
Distance contract: a contract concluded within the framework of a system organized by the entrepreneur for the distance sale of products and/or services, whereby exclusive use is made of one or more techniques for distance communication.
Technique for distance communication: means that can be used for concluding an agreement, without the consumer and entrepreneur being in the same place at the same time.
Terms and Conditions: the present General Terms and Conditions of the entrepreneur.

Article 2 – Identity of the Seller (Not a Return Address)

Company Name: Monavida B.V.
Company Address: Grote Voort 293A, 8041BL, Zwolle, Overijssel
Chamber of Commerce: 95203893
VAT number: NL867040051B01
Email: info@monavida.com

Article 3 – Applicability

These general terms and conditions apply to every offer made by the entrepreneur and to every distance contract and order concluded between entrepreneur and consumer.

Before the distance contract 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 contract is concluded, how the general terms and conditions can be consulted and that they will be sent free of charge at the consumer’s request.

If the distance contract is concluded electronically, the text of these general terms and conditions may be provided electronically, in such a way that the consumer can store them easily on a durable medium. If this is not reasonably possible, it will be indicated how the general terms and conditions can be consulted electronically and that they will be sent free of charge upon request.

If specific product or service conditions apply in addition to these terms and conditions, the second and third paragraphs apply accordingly, and the consumer may always rely on the most favorable provision.

If any provision in these terms and conditions is void or annulled, the agreement and these terms and conditions remain in effect. The relevant provision will be replaced by a provision that reflects the original as closely as possible.

Situations not covered by these terms should be interpreted in the spirit of these terms and conditions.

Uncertainties regarding the interpretation of one or more provisions should be interpreted in the spirit of these terms and conditions.

Article 4 – The Offer

If an offer has a limited validity period or is made under conditions, this will be explicitly stated.

Offers are non-binding. The entrepreneur has the right to modify or adjust the offer.

The offer contains a complete and accurate description of the offered products and/or services. If the entrepreneur uses images, they are a true representation of the products/services. Obvious errors or mistakes do not bind the entrepreneur.

All images, specifications, and data in the offer are indicative and cannot be grounds for compensation or termination of the agreement.

Images of products are a true representation, but colors may differ slightly from reality.

Each offer contains clear information about the rights and obligations involved, such as:

  • the price including taxes

  • shipping costs

  • how the agreement will be concluded and required steps

  • whether or not the right of withdrawal applies

  • payment, delivery, and execution terms

  • period of validity of the offer or price guarantee

  • communication costs if charged differently than the basic rate

  • archiving of the contract and how the consumer can access it

  • correction mechanism before conclusion

  • available languages other than Dutch

  • any applicable codes of conduct

  • the duration of the contract in case of ongoing transactions

  • optional: available sizes, colors, materials

Article 5 – The Agreement

The contract is concluded when the consumer accepts the offer and meets the conditions.

If accepted electronically, the entrepreneur will confirm receipt electronically. The consumer can terminate until confirmation is received.

If concluded electronically, the entrepreneur shall ensure secure data transfer and payment.

The entrepreneur may check the consumer's ability to meet payment obligations and other relevant facts. If there are legitimate reasons not to enter into the agreement, the entrepreneur may refuse the order or attach special conditions.

The entrepreneur shall provide the following information with the product or service:

  • the entrepreneur’s contact address for complaints

  • terms for withdrawal and return instructions

  • warranty and after-sales service information

  • conditions for termination if the contract is ongoing

  • essential product/service information

In ongoing transactions, this only applies to the first delivery.

Contracts are subject to product availability.

Article 6 – Right of Withdrawal

The consumer has the right to cancel a product purchase within 30 days, starting from the day after receipt.

During the reflection period, the consumer will handle the product and packaging with care. If withdrawing, the consumer returns the product in original condition and packaging, following clear instructions from the entrepreneur.

To use the right of withdrawal, the consumer must notify the entrepreneur within 30 days via email. The product must then be returned within 30 days. Proof of return must be provided.

If the consumer fails to notify or return within the deadlines, the purchase becomes final.

Article 7 – Costs in Case of Withdrawal

The consumer bears the cost of returning the goods.

If the consumer has paid, the entrepreneur will refund the amount as soon as possible, no later than 30 days after withdrawal, provided the product has been received or return has been proven.

Article 8 – Exclusion of Withdrawal

The entrepreneur may exclude the right of withdrawal for:

  • custom-made products

  • clearly personal items

  • products not suitable for return due to nature

  • perishable or aging goods

  • financial market price-dependent items

  • newspapers and magazines

  • audio/video or software unsealed by the consumer

  • hygiene-sensitive items unsealed by the consumer

And for services:

  • involving accommodation, transport, catering, or leisure for specific dates

  • started with explicit consent before withdrawal period ended

  • concerning bets or lotteries

Article 9 – Price

Prices stated during offer validity will not be increased unless due to VAT changes.

Variable pricing may apply for market-dependent items. This will be noted.

Price increases within 3 months are only allowed due to legal changes.

Increases after 3 months are allowed if agreed and:

  • due to law, or

  • the consumer may cancel the agreement on the day the increase takes effect

All prices include VAT.

Typing or printing errors are not binding. The entrepreneur is not obliged to honor incorrect prices.

Article 10 – Conformity and Warranty

Products/services must meet the agreement, the offer, usability, and legal requirements. If agreed, they must also suit special use.

Legal consumer rights remain valid despite any manufacturer/importer guarantees.

Defects must be reported within 30 days. Items must be returned in original packaging and new condition.

Warranty period equals manufacturer’s warranty. The entrepreneur is not liable for individual suitability or advice on use.

Warranty is void if:

  • products are altered or repaired by the consumer or third parties

  • misused or treated against instructions

  • faults result from legal materials standards

Import duties and customs fees are not included in the price and are the customer's responsibility.

Article 11 – Delivery and Execution

The entrepreneur will handle orders with the greatest care.

Delivery is to the address provided by the consumer.

Orders will be shipped within 30 days unless otherwise agreed. If delayed or unavailable, the consumer will be notified within 30 days and may cancel for a refund.

If a replacement product is offered, this will be clearly communicated. Withdrawal rights still apply. Return costs in such case are the entrepreneur’s responsibility.

The risk of loss or damage transfers to the consumer upon delivery unless otherwise agreed.

Customs fees and import duties are the customer's responsibility.

Article 12 – Duration Transactions: Termination and Extension

Termination:

  • Consumers may cancel open-ended contracts with a notice of up to one month.

  • Fixed-term contracts may be cancelled at the end of the term with up to one month notice.

  • Cancellation must be possible at any time, without restrictions, and via the same method the contract was entered into.

Extension:

  • Fixed-term contracts may not be renewed silently unless allowed for up to 3 months (e.g., magazine subscriptions) with 1-month cancellation notice.

  • Other extensions must allow the consumer to cancel with up to 1 month notice.

  • Trial subscriptions automatically end unless continued by explicit agreement.

Duration:

  • Contracts longer than one year may be cancelled by the consumer after one year with 1-month notice, unless unreasonable.

Article 13 – Payment

Unless agreed otherwise, payment is due within 7 business days after the reflection period starts.

For services, the payment period starts upon confirmation.

The consumer must promptly report any errors in provided payment details.

In case of non-payment, the entrepreneur may charge reasonable collection fees as disclosed.

Article 14 – Complaints Procedure

Complaints must be submitted within 7 days after discovery, clearly described.

The entrepreneur will respond within 14 days. If more time is needed, a reply with an expected resolution date will be given.

Unresolved complaints result in a dispute eligible for dispute resolution.

A complaint does not suspend obligations unless agreed.

If a complaint is justified, the entrepreneur may replace or repair the product at no cost.

Article 15 – Disputes

Dutch law applies exclusively to agreements governed by these general terms and conditions, even if the consumer resides abroad.

Article 16 – Company Information

Website: Monavida
Address: Grote Voort 293A, 8041BL, Zwolle, Overijssel
Email: info@monavida.com
Chamber of Commerce: 95203893
Phone: +31 6 31 36 99 18
Opening hours:
Monday – Friday: 09:00 – 17:00
Saturday & Sunday: Closed
We respond to inquiries within one business day.