Terms of service
Here is the English translation, professionally phrased and suitable for webshop use:
Article 1 – Definitions
In these Service Terms, the following definitions apply:
Customer: the Consumer as defined in the General Terms and Conditions.
Service Terms: this document containing practical arrangements regarding service, support, and after-sales of K Drogerie.
Order: any purchase made via the K Drogerie webshop.
Customer Service: the contact channels established by K Drogerie for questions, complaints, and support.
These Service Terms form an integral part of the General Terms and Conditions of K Drogerie and apply in conjunction with them.
Article 2 – Applicability
These Service Terms apply to all orders placed via the K Drogerie webshop.
In the event of any conflict between these Service Terms and the General Terms and Conditions, the provisions of the General Terms and Conditions shall prevail, unless explicitly stated otherwise.
Article 3 – Customer Service and Availability
Customers can contact Customer Service for questions regarding products, orders, payments, delivery, returns, and complaints via:
Email: verkoop@kdrogerie.nl
Phone: 0031 6 37170548
K Drogerie aims to respond to emails within 2 business days.
Up-to-date information on availability and any deviations (for example during holidays) is published on the website.
Article 4 – Orders and Status Information
After placing an order, the customer will receive an order confirmation by email, including an overview of the ordered products and the payment method.
Once the order has been shipped, the customer will receive—where applicable—a shipping confirmation including track & trace details.
If an order cannot be fulfilled (in full), the customer will be informed as soon as possible and the matter will be handled in accordance with the General Terms and Conditions (Article 11).
Article 5 – Delivery and Delivery Issues
Delivery takes place at the address provided by the customer during the ordering process.
If delivery is delayed or an order appears to be lost, K Drogerie will investigate this in cooperation with the carrier.
The customer is obliged to report incorrect address details immediately; additional costs resulting from incorrect addressing may be charged to the customer.
In case of damaged shipments, the customer must report this as soon as possible, preferably within 48 hours after receipt, including photos, to Customer Service so that an appropriate solution can be provided.
Article 6 – Returns and Right of Withdrawal
Articles 6, 7, and 8 of the General Terms and Conditions apply to returns and the statutory right of withdrawal.
K Drogerie applies the following practical procedure for returns:
The customer submits a return request within 14 days of receipt via email or the return form on the website.
After approval, the customer will receive clear return instructions.
The customer returns the product within 14 days after the return notification.
After receipt and inspection of the returned product, the purchase amount (including any standard shipping costs of the original order) will be refunded no later than 14 days after withdrawal via the same payment method, unless otherwise agreed.
If the product is damaged or has been used beyond what is necessary to establish its nature, characteristics, and functioning, a depreciation may be deducted in accordance with the General Terms and Conditions.
Article 7 – Warranty and Defects
The warranty provisions set out in Article 10 of the General Terms and Conditions apply.
The customer must report a defect or fault as completely as possible (including description, photos, and order number) to Customer Service.
Depending on the product and the defect, K Drogerie will provide an appropriate solution, such as:
repair or replacement of the product;
supply of parts;
(full or partial) refund.
If further investigation is required (for example in the case of a suspected manufacturing defect), K Drogerie may have the product assessed by the manufacturer or importer.
K Drogerie applies a statutory warranty period of at least 2 years in accordance with EU Directive 2019/771.
Article 8 – Complaints Handling
The complaints procedure set out in Article 14 of the General Terms and Conditions applies.
K Drogerie aims to handle complaints quickly and in a customer-friendly manner and will keep the customer informed of progress throughout the process.
If a complaint relates to delivery or damage caused by the carrier, K Drogerie may request the customer to retain photos, packaging, and proof of delivery for investigation.
Article 9 – Communication and Conduct
K Drogerie expects both employees and customers to communicate respectfully in all forms of interaction.
In the event of serious insults, threats, discrimination, or demonstrable abuse (such as repeated fraudulent returns or unjustified payment chargebacks), K Drogerie reserves the right to:
continue communication exclusively in writing;
refuse future orders, insofar as permitted under mandatory consumer law.
Article 10 – Amendments to the Service Terms
K Drogerie may amend these Service Terms. The most recent version is always available on the website.
For ongoing orders, the Service Terms in effect at the time of placing the order shall remain applicable, unless the customer expressly agrees to a revised version.
Article 11 – Online Dispute Resolution
The European Commission provides a platform for online dispute resolution, available at: https://ec.europa.eu/consumers/odr
Consumers may use this platform for the out-of-court resolution of disputes arising from online purchase agreements.