Regulamin

General Terms and Conditions DRD Knaagdierwinkel B.V.

1. Definitions

In these general terms and conditions, the following definitions apply:

DRD Knaagdierwinkel B.V.: the company offering products through the webshop.
Customer: the natural or legal person purchasing products via the webshop.
Webshop: the website through which DRD Knaagdierwinkel B.V. offers its products.
Products: the goods offered on the webshop.
Wherever "animals" or "rodents" is mentioned, it refers to "non-food-producing pets."

2. Applicability

These general terms and conditions apply to all agreements between DRD Knaagdierwinkel B.V. and the Customer, unless explicitly agreed otherwise. By placing an order, the Customer agrees to these terms and conditions.

3. Offers and Agreements

All offers from DRD Knaagdierwinkel B.V. are non-binding and may be changed or withdrawn at any time.
An agreement is concluded when the Customer has placed an order.
DRD Knaagdierwinkel B.V. reserves the right to refuse orders.
DRD Knaagdierwinkel B.V. reserves the right to modify product packaging, contents, or composition without prior notice, provided the essential characteristics of the product remain unchanged.
DRD Knaagdierwinkel B.V. is not liable for printing, typesetting, or programming errors on the website. No rights can be derived from incorrect or incomplete information, such as prices or product details. In the event of a clear mistake or error, DRD Knaagdierwinkel B.V. reserves the right to correct or cancel the agreement.

4. Prices and Payment

All prices on the webshop are in euros and include VAT, unless stated otherwise.
DRD Knaagdierwinkel B.V. reserves the right to change prices on the webshop at any time.
Payment must be made via the payment methods offered on the webshop. The Customer is responsible for making the payment correctly.
If payment is not received on time, DRD Knaagdierwinkel B.V. reserves the right to cancel the agreement.
If the Customer disputes a payment or reverses it unlawfully (e.g., via a chargeback), DRD Knaagdierwinkel B.V. reserves the right to collect the outstanding amount through debt collection, including statutory interest and extrajudicial collection costs.

5. Delivery

Delivery of ordered products takes place at the address provided by the Customer, provided the address is correctly entered and the Customer can receive the package. An exception applies if the carrier (e.g., PostNL) is unable to deliver the package due to circumstances such as high volume or other unforeseen situations. In that case, the package may be delivered to an alternative location, such as a collection point. The order is considered delivered once the package has arrived at this alternative location. The Customer is obliged to pick up the package in a timely manner. Any costs incurred due to failure to collect the package on time or for redelivery will be charged to the Customer.
DRD Knaagdierwinkel B.V. makes every effort to deliver the order as quickly as possible. However, DRD Knaagdierwinkel B.V. is not liable for any delivery delays caused by third parties, such as carriers, or other unforeseen circumstances, including force majeure. Delivery delays do not entitle the Customer to cancel the agreement, claim damages, or receive any other compensation.
DRD Knaagdierwinkel B.V. is not responsible for damage occurring during transport.
The risk of loss or damage to products passes to the Customer upon delivery, or when the carrier has delivered the order to the address specified by the Customer (or the alternative address chosen by the carrier).
If the Customer chooses delivery to an agreed location (e.g., under a carport or behind a garage), the package will be left there without a signature. Once the package has been delivered to the location chosen by the Customer, the responsibility lies with the recipient. DRD Knaagdierwinkel® is not liable for loss, damage, or theft after delivery at the agreed location.
Incorrect address details & delivery attempts: The Customer is responsible for correctly and fully entering address and contact details. If an order cannot be delivered due to incorrect or incomplete information, any additional shipping or return costs will be fully charged to the Customer.
If the carrier cannot deliver the order and it is returned to DRD Knaagdierwinkel B.V., the purchase amount will be refunded minus the shipping costs (both ways).
Once an order has been handed over to the carrier, the responsibility for correct delivery lies with the carrier. DRD Knaagdierwinkel B.V. cannot be held liable for damage or loss caused by the carrier. The Customer may submit a claim directly to the carrier.
If an order is lost during transport, DRD Knaagdierwinkel B.V. will initiate an investigation in consultation with the carrier. This investigation may take up to 30 days. DRD Knaagdierwinkel B.V. is not liable for delays in this investigation.

6. Force Majeure

DRD Knaagdierwinkel B.V. is not liable for any delay or non-fulfillment of obligations if such delay or non-fulfillment is due to force majeure, including but not limited to natural disasters, war, strikes, technical failures, disruptions at carriers, or other unforeseen circumstances beyond the control of DRD Knaagdierwinkel B.V.

Force majeure also includes: delays or shortcomings of suppliers, transport issues, stock shortages, staff illness, pandemics, government measures, and disruptions in (electronic) communication systems.

7. Right of Withdrawal

The Customer has the right to return the agreement within 14 days of receiving the order.
The right of withdrawal does not apply to products that, for reasons of hygiene, perishability, or the nature of the product, cannot be returned. This includes, but is not limited to, feed products, plants, terrariums, and animals, as well as products requiring special transportation.
If the Customer wishes to exercise the right of withdrawal, this may only apply to products not subject to the aforementioned restrictions.
The Customer is responsible for the costs of returning the products.
DRD Knaagdierwinkel B.V. reserves the right to charge a depreciation fee if the returned product is used, damaged, or incomplete.
Products must be returned in their original condition and packaging. If this is not possible, only part of the purchase amount may be refunded.
DRD Knaagdierwinkel B.V. reserves the right to refuse refunds in cases of abuse of the return right or repeated unjustified returns that do not align with normal consumer behavior.
The right of withdrawal is solely intended for assessing the product as would be possible in a physical store. If the Customer has used the product beyond what is necessary to determine its nature, characteristics, or functioning, a depreciation may be applied up to 100% of the purchase amount.

8. Warranty and Liability

The Customer is obliged to check the product upon receipt for visible defects. Any damage or deficiencies must be reported in writing within 48 hours of receipt.
DRD Knaagdierwinkel B.V. is not liable for consequential, indirect, or loss-of-profit damages. Total liability is at all times limited to the amount paid for the order.
DRD Knaagdierwinkel B.V. is not liable for any damage resulting from (improper) use of the delivered products.
Liability of DRD Knaagdierwinkel B.V. is limited to the value of the relevant product.
For products shipped on pallets, if the Customer wishes to withdraw from the shipment, the Customer is responsible for returning the pallet shipment. DRD Knaagdierwinkel B.V. may arrange transport for returns, but the Customer is responsible for careful packaging and return transport. Costs and risk of damage during transport are fully borne by the Customer. DRD Knaagdierwinkel B.V. is not liable for damage occurring during return transport.
Usage Responsibility: The Customer is responsible for correct use of the product in accordance with the instructions or product description on the website. DRD Knaagdierwinkel B.V. is not liable for damage or injury caused by improper use, careless maintenance, or use contrary to the intended purpose.
DRD Knaagdierwinkel B.V. is not liable for damage to animals, materials, or property resulting from misuse, incorrect storage, or improper application of products. All products must be used according to the manufacturer’s instructions or as indicated on the website.

9. Complaints and Disputes

Complaints must be reported in writing to DRD Knaagdierwinkel B.V. within 2 days of receipt of the product.
If a complaint is justified, DRD Knaagdierwinkel B.V. may choose to replace the product, repair it, or refund the purchase price.
If the complaint relates to a product, the EU responsible party for the product will be involved in resolving the complaint. In some cases, it may be necessary to send the product to the EU representative for inspection or further handling. The Customer is obliged to cooperate and, if requested, send the product to the EU representative. DRD Knaagdierwinkel B.V. will provide the Customer with the necessary instructions for returning the product.
If DRD Knaagdierwinkel B.V. makes an error by delivering the wrong product, the Customer will receive a return label. The wrongly delivered product must be returned before the correct product is sent. The Customer has no claim to additional compensation or damages. If the Customer does not cooperate with the return, DRD Knaagdierwinkel B.V. may charge for the wrongly delivered product.
All disputes arising from the agreement between the Customer and DRD Knaagdierwinkel B.V. shall be submitted to the competent court in the Netherlands.
DRD Knaagdierwinkel B.V. reserves the right not to further handle complaints that are unfounded or filed unreasonably often.
Disputes that cannot be resolved amicably shall be submitted exclusively to the competent court, unless mandatory law dictates otherwise.

10. Intellectual Property

All content, images, designs, logos, product descriptions, and other materials presented on the DRD Knaagdierwinkel B.V. website are the property of DRD Knaagdierwinkel B.V. and are protected by intellectual property rights. It is not permitted to use, reproduce, or distribute these materials without prior written permission from DRD Knaagdierwinkel B.V.

11. Privacy

DRD Knaagdierwinkel B.V. respects the privacy of its Customers and processes personal data in accordance with applicable privacy laws. For more information, see the privacy policy on the website.

12. Loyalty Points

Customers of DRD Knaagdierwinkel® do not automatically earn points from purchases under the loyalty program described on our website.
Customers must first register for the loyalty program before points can be earned.
Participation in the loyalty program is inseparably linked to receiving a newsletter. Unsubscribing from the newsletter also unsubscribes from the loyalty program.
Loyalty points are valid for two (2) years from the date they are credited to the Customer’s account. After this period, points will automatically expire and cannot be redeemed.
The validity period is not extended by new purchases or other activities unless expressly stated otherwise.
Loyalty points are personal, non-transferable, cannot be redeemed for cash, and can only be used for the benefits specified in the loyalty program.
DRD Knaagdierwinkel® reserves the right to modify or terminate the loyalty program. In case of termination, customers will be informed at least 3 months in advance to allow them to use their remaining points within the validity period.

13. Final Provisions

DRD Knaagdierwinkel B.V. reserves the right to modify these general terms and conditions at any time. Changes will take effect once published on the DRD Knaagdierwinkel B.V. website unless otherwise indicated.
If any provision of these terms is declared invalid, the remaining provisions shall remain in full force.
DRD Knaagdierwinkel B.V. reserves the right to temporarily or permanently block accounts in cases of suspected fraud, misuse of discounts or the loyalty program, or inappropriate behavior towards staff.
If DRD Knaagdierwinkel B.V. at any time refrains from enforcing a provision in these terms, this does not affect the right to enforce it later.
All agreements and these general terms and conditions are exclusively governed by Dutch law.