Terms and Conditions

Article 1 – Definitions

In these terms and conditions, the following definitions apply:

• Cooling-off Period: The period within which the consumer can exercise their right of withdrawal.
• Consumer: A natural person not acting in the course of a business or profession who enters into a distance contract with the trader.
• Day: A calendar day.
• Ongoing Contract: A distance contract concerning a series of products and/or services, the delivery and/or purchase obligation of which is spread over time.
• Durable Medium: Any tool that enables the consumer or trader to store information addressed personally to them, in a way that allows for future access and unaltered reproduction.
• Right of Withdrawal: The consumer’s right to cancel the distance contract within the cooling-off period.
• Trader: The natural or legal person offering products and/or services remotely to consumers.
• Distance Contract: A contract concluded as part of a trader’s organised remote sales system, where one or more remote communication methods are used up to and including the moment the contract is concluded.
• Remote Communication Method: Any method that allows the contract to be concluded without consumer and trader being in the same location simultaneously.
• Terms and Conditions: These General Terms and Conditions of the trader.

Article 2 – Company Information

Business Name: Truewear London
Chamber of Commerce (KvK) Registration Number: 89631455
VAT Number: NL004748607B34 
Customer Support Email: info@truewearlondon.com

Article 3 – Applicability

These terms and conditions apply to all offers by the trader and to all distance contracts and orders between trader and consumer.

Before concluding a distance contract, the text of these terms and conditions shall be made available to the consumer. If this is not reasonably possible, the trader shall indicate how the terms can be viewed and that they will be sent free of charge upon request.

If the contract is concluded electronically, a copy of these terms will be provided in such a way that it can be stored by the consumer on a durable medium. If this is not feasible, the trader will indicate where the terms can be accessed electronically and that they will be sent to the consumer free of charge upon request.

If specific product or service conditions apply in addition to these terms, the consumer can always rely on the most favourable provision in case of conflict.

If any provision is nullified or deemed invalid, the remainder remains valid. The voided provision will be replaced in mutual consultation by a legally acceptable alternative with similar intent.

Situations not covered in these terms must be interpreted in the spirit of the terms. The same applies to any ambiguities.

Article 4 – The Offer

• If the offer is subject to limited validity or special conditions, this shall be clearly stated.

The offer is non-binding. The trader reserves the right to modify or withdraw the offer.

Each offer includes a complete and accurate description of the products/services offered. Images and descriptions aim to represent the offer truthfully. Obvious mistakes do not bind the trader.

Product images are indicative. Colour differences may occur depending on screen/display.

Each offer includes details that make clear what the consumer’s rights and obligations are, particularly:

• The price, excluding any customs clearance and import VAT (these are the consumer’s responsibility);
• Shipping costs, if applicable;
• How the contract is formed and required actions;
• Whether the right of withdrawal applies;
• Payment, delivery and fulfilment methods;
• The validity period of the offer;
• Applicable communication costs, if not at base rate;
• Whether the contract will be archived and how the consumer can access it;
• How the consumer can correct input before confirming the order;
• Available languages besides English;
• Codes of conduct observed by the trader;
• Minimum duration for distance contracts in the case of ongoing agreements;
• Optionally: available sizes, colours, materials.

Article 5 – The Contract

The contract is concluded once the consumer accepts the offer and complies with all applicable conditions.

If the consumer accepts electronically, the trader will confirm receipt without delay. Until confirmation is received, the consumer may cancel.

If the contract is concluded electronically, the trader will ensure a secure data transmission and secure web environment. Payment processing will also be secured appropriately.

The trader may verify whether the consumer can meet their payment obligations and assess other relevant factors. If there is just cause, the trader may decline or impose conditions on the order.

Upon delivery, the trader will provide the following:

• Company contact address for complaints;
• Conditions and procedure for exercising the right of withdrawal;
• Warranty and after-sales service details;
• Key terms as set out in Article 4;
• Cancellation conditions for long-term or indefinite contracts.

For ongoing contracts, this applies to the first delivery only.

All agreements are subject to product availability.

Article 6 – Right of Withdrawal

The consumer has 30 days to withdraw from the purchase without giving reasons, starting from the date of delivery.

During this period, the consumer shall handle the product and packaging with care. The product should only be unpacked or used as needed to assess whether it will be kept. If returned, it must be complete, undamaged and, where possible, in original packaging.

The consumer must notify the trader by email within 30 days of delivery if they wish to withdraw. They then have 30 days to return the item. Proof of timely return must be provided (e.g. tracking receipt). Return shipping to our supplier in China may apply.

If the consumer fails to comply within this period, the purchase becomes final.

Article 7 – Return Costs

Return shipping costs are the responsibility of the consumer, including any international return to the country of origin (China).

Refunds will be issued within 30 days of withdrawal, provided the item has been returned or sufficient proof of return has been submitted.

Article 8 – Exclusion of Right of Withdrawal

The trader may exclude the right of withdrawal for:

• Custom-made products based on the consumer’s specifications;
• Personalised or perishable items;
• Sealed audio/video/software unsealed by the consumer;
• Hygiene-sensitive products once unsealed.

Also excluded:

• Accommodation, transport, restaurant or leisure services on a specific date or period;
• Services initiated before the cooling-off period expired with the consumer’s consent;
• Betting or lotteries.

Exclusions apply only if clearly communicated before the contract is concluded.

Article 9 – Price

Prices remain unchanged during the validity period unless VAT or legal adjustments occur.

Prices subject to market fluctuations may be adjusted. In such cases, any indicative pricing will be clearly noted.

Price increases within 3 months of the agreement are only allowed if legally required.

Increases after 3 months are allowed only if agreed in advance and the consumer has the right to cancel the contract.

For VAT: Since delivery originates outside the EU, UK customs may charge import VAT and handling fees. The trader does not charge VAT.

No liability is accepted for typographical errors in pricing. The trader is not obliged to honour incorrect prices.

Article 10 – Compliance and Warranty

The trader guarantees that products comply with the agreement, specifications, usability expectations, and legal requirements at the time of agreement.

Warranty offered by the trader, manufacturer or importer does not affect statutory consumer rights.

Defects must be reported within 30 days of delivery. Products must be returned in original packaging and condition.

Warranty does not apply if:

• The product has been altered or repaired by the consumer or third parties;
• The product has been misused or handled improperly;
• Government regulations have affected product quality.

Article 11 – Delivery and Execution

The trader will exercise care in processing and delivering orders.

Delivery is to the address provided by the consumer.

Orders are shipped within 30 days unless otherwise agreed. Delays will be communicated within this timeframe. The consumer may cancel without charge in case of delay.

Cancelled orders will be refunded within 30 days.

If a product is unavailable, a replacement may be offered. The consumer will be clearly informed. Returns of replacements are at the trader’s expense.

The trader bears the risk of loss or damage until the item is delivered to the consumer or an authorised third party.

Article 12 – Ongoing Contracts: Duration, Termination and Renewal

Termination

• The consumer may cancel indefinite contracts with a notice period of no more than one month.
• Fixed-term contracts may be cancelled at the end of the term with up to one month’s notice.
• Cancellations must be possible via the same method as entry, and under equal conditions as the trader.

Renewal

• Fixed-term contracts may not be renewed automatically.
• Exceptions may apply to subscriptions (e.g. newspapers), but even then, maximum extension is three months.
• Ongoing delivery contracts may only be renewed indefinitely if the consumer can cancel anytime with one month’s notice (or three months for monthly or less frequent delivery).

Trial subscriptions end automatically after the agreed period.

Duration
Contracts over one year may be cancelled by the consumer after one year, with up to one month’s notice.

Article 13 – Payment

Unless agreed otherwise, payment must be made within 7 business days of the start of the cooling-off period.

The consumer is responsible for providing accurate payment details and must report any inaccuracies promptly.

In case of non-payment, the trader may charge reasonable recovery costs, as disclosed in advance.

Article 14 – Complaints Procedure

Complaints must be submitted in writing within 7 days after the issue is discovered.

The trader will respond within 30 days. If more time is needed, an acknowledgment and estimated response time will be provided.

If a complaint cannot be resolved mutually, it becomes a dispute.

Complaints do not suspend obligations unless confirmed in writing by the trader.

If the complaint is justified, the trader may choose to replace or repair the item free of charge.

Article 15 – Disputes

These terms and all related agreements are governed exclusively by Dutch law, even if the consumer resides outside the Netherlands.