General Terms and Conditions
1. Who are we?
Feloria, located at Hertgang 66,
5508 LR, Veldhoven (the Netherlands), registered with the Chamber of Commerce under
number 76753069, VAT identification number NL00 5326 942 B39. You can reach us
by e-mail: support@feloria.nl or telephone: 085 401 24 76.
2. To whom do these terms and conditions apply?
These terms and conditions apply to
anyone who places an order through our webshop. By placing an order, you agree to these terms and conditions. We only deliver to the EU,
the United Kingdom, and the United States.
3. Our offer and the agreement
• We do our best to describe all products
as clearly and completely as possible.
• Obvious errors or mistakes (e.g., an unrealistic price)
do not bind us.
• As soon as you have placed your order and we have confirmed it via
e-mail, the purchase agreement is concluded.
• Orders are binding; changes after placement are generally not
possible. Only within 24 hours of ordering can this be discussed, but there is
no guarantee of success.
4. Prices, taxes, and payment
• All prices include VAT
(within the EU) and exclude shipping costs (unless otherwise stated).
• For EU customers, the VAT of the country of destination is calculated
via the OSS scheme.
• For customers outside the EU (such as the UK or US), import duties, VAT, and
customs fees may be levied. These costs are for the account of the customer and
will not be reimbursed by us.
• Payment can be made using the payment methods you see in the webshop.
5. Delivery and shipping
• We do our utmost to deliver your
order as quickly as possible.
• Processing time depends on the order size (average 2 business days
for small orders, up to approx. 7 business days for larger quantities). In addition to this
is the shipping time.
• Standard delivery time is usually 4–7 business days within the EU and UK, and 5–6
business days to the US. International delivery times may be longer.
• Delivery takes place within 30 days at the latest (legal term). Should this
unexpectedly not be possible, we will contact you and you have the right to
cancel the order free of charge.
• Delivery takes place at the address you provided with the order.
If the courier cannot deliver a package due to an incorrect address or
absence, additional costs for re-shipment may be passed on to the customer.
6. Right of withdrawal and returns
• You have the right to cancel your
order within 14 days of receipt, without giving any reason.
• Exception: personalized products and products whose seal
has been broken after delivery cannot be returned for health and hygiene reasons.
• Returns are only possible in case of defect or damage. In that case, you must
report this to us within 7 days of receipt with a clear
description and, if possible, photos.
• We will then arrange for replacement or refund. We may ask you to
return the defective product; you will receive instructions for this.
7. Warranty and quality
• Our products comply with the
agreement and with the European Cosmetics Regulation (EC) 1223/2009. This
means that they have been found safe and correctly labeled.
• For EU customers, a legal warranty of at least 2 years applies.
• For UK customers, the Consumer Rights Act and Consumer Contracts
Regulations apply, which offer similar protection (14-day cooling-off period and
reasonable product warranty).
• Damage due to incorrect use or failure to follow the instructions for use
is not covered by the warranty.
8. International orders (EU, UK & US)
• For orders outside the Netherlands
the same rights apply as within the Netherlands, unless mandatory national law
of the customer's country stipulates otherwise.
• For deliveries outside the EU (such as the UK and the US), import duties, VAT,
and customs fees may be levied. These costs are always for the account of the
customer.
• We have no influence on any delays in customs clearance.
• For cosmetics in the UK, a UK Responsible Person has been appointed and
the products are registered in the UK Cosmetics Portal.
9. Complaints
• Do you have a complaint? Email us at support@feloria.nl. We will respond within
14 days of receipt at the latest.
• If we cannot reach a solution together, you can always choose to
submit the dispute to the competent court in the Netherlands.
10. Damage or loss during shipment
• Should your order arrive damaged
or not be delivered, please contact us as soon as possible.
• We ask you to report within 7 days of receipt (or expected delivery date in case of
loss) and send proof (photos).
• We will then arrange for replacement or refund. Customers should
always contact us for this and not our fulfillment partner or
carrier.
11. Liability
• We are only liable for
damage directly caused by our actions or gross negligence.
• We are not liable for indirect damage such as consequential damage or
lost income.
• Our maximum liability is limited to the amount of the relevant
order.
12. Privacy
• We handle your personal data with care
and comply with the General Data Protection Regulation
(GDPR).
• For UK customers, we take into account the UK GDPR.
• How we handle your data can be found in our privacy statement on the
website.
13. Applicable law
• Agreements with Dutch
and EU customers are governed by Dutch law.
• For customers in the UK and the US, Dutch law continues to apply,
unless mandatory local consumer law takes precedence.
• Any disputes will be submitted to the competent court in the Netherlands.
Terms and Conditions
1. Who we are?
Feloria, located at Hertgang 66, 5508 LR, Veldhoven (Netherlands), registered with the
Dutch Chamber of Commerce under number 76753069, VAT identification number NL00
3114 234 B20. You can reach us via e-mail at support@feloria.nl
or by phone at +31 (0)85 401 24 76.
2. Who do these terms apply to?
These terms apply to everyone placing an order through our webshop. By placing an
order, you agree to these terms. We only deliver to the EU, the United Kingdom,
and the United States.
3. Our offer and the agreement
• We make every effort to describe all products as clearly and completely as
possible.
• Obvious mistakes or errors (for example, an unrealistic price) are not
binding.
• Once you have placed your order and we have confirmed it by e-mail, the
purchase agreement is concluded.
• Orders are binding; changes after placement are generally not possible. Only
within 24 hours of placing an order can changes be requested, but there is no
guarantee this will be possible.
4. Prices, taxes, and payment
• All prices include VAT (within the EU) and exclude shipping costs (unless
otherwise stated).
• For EU customers, the VAT of the destination country is applied through the
OSS scheme.
• For customers outside the EU (such as the UK or the US), import duties, VAT,
and customs fees may be charged. These costs are the responsibility of the
customer and will not be reimbursed by us.
• Payment can be made via the payment methods shown in the webshop.
5. Delivery and shipping
• We do our utmost to deliver your order as quickly as possible.
• Processing time depends on order size (on average 2 working days for small
orders, up to approximately 7 working days for larger quantities). Shipping
time is additional.
• Standard delivery time is usually 4–7 working days within the EU and the UK,
and 5–6 working days to the US. International delivery times may be longer.
• Delivery will take place within a maximum of 30 days (legal requirement). If
this is unexpectedly not possible, we will contact you, and you have the right
to cancel the order free of charge.
• Delivery takes place at the address provided by you when placing the order.
If the courier cannot deliver a package due to an incorrect address or absence,
additional reshipping costs may be charged to the customer.
6. Right of withdrawal and returns
• You have the right to cancel your order within 14 days of receipt, without
providing any reason.
• Exception: personalized products and products whose seal has been broken
after delivery cannot be returned for health and hygiene reasons.
• Returns are only possible in the event of a defect or damage. In such cases,
you must notify us within 7 days of receipt with a clear description and, if
possible, photos.
• We will then arrange for replacement or a refund. We may ask you to return
the defective product; you will receive instructions for this.
7. Warranty and quality
• Our products comply with the agreement and with the European Cosmetics
Regulation (EC) 1223/2009. This means they have been assessed as safe and are
correctly labeled.
• For EU customers, a statutory warranty of at least 2 years applies.
• For UK customers, the Consumer Rights Act and Consumer Contracts Regulations
apply, offering comparable protection (14-day cooling-off period and reasonable
product warranty).
• Damage resulting from incorrect use or failure to follow the instructions
does not fall under the warranty.
8. International orders (EU, UK & US)
• For orders outside the Netherlands, the same rights apply as within the
Netherlands, unless mandatory national law of the customer’s country stipulates
otherwise.
• For deliveries outside the EU (such as the UK and the US), import duties,
VAT, and customs fees may be charged. These costs are always the responsibility
of the customer.
• We have no influence over possible delays caused by customs clearance.
• For cosmetics sold in the UK, a UK Responsible Person has been appointed, and
the products are registered in the UK Cosmetics Portal.
9. Complaints
• Do you have a complaint? Please e-mail us at support@feloria.nl.
We will respond within 14 days of receipt.
• If we are unable to reach a solution together, you always have the option of
submitting the dispute to the competent court in the Netherlands.
10. Damage or loss during shipping
• Should your order arrive damaged or not be delivered, please contact us as soon
as possible.
• We ask you to notify us within 7 days of receipt (or expected delivery date
in case of loss) and provide evidence (photos).
• We will then arrange for replacement or a refund. Customers must always
contact us directly and not our fulfillment partner or courier.
11. Liability
• We are only liable for damage directly caused by our actions or gross
negligence.
• We are not liable for indirect damage such as consequential damages or lost
income.
• Our maximum liability is limited to the amount of the relevant order.
12. Privacy
• We handle your personal data with care and comply with the General Data
Protection Regulation (GDPR).
• For UK customers, we comply with the UK GDPR.
• How we handle your data can be found in our privacy policy on the website.
13. Applicable law
• Dutch law applies to agreements with Dutch and EU customers.
• For customers in the UK and the US, Dutch law applies, unless mandatory local
consumer law takes precedence.
• Any disputes will be submitted to the competent court in the Netherlands.