Terms and Conditions

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General Terms and Conditions

Last updated on 8 October 2026

Contents

  1. Definitions
  2. Identity of the trader
  3. Applicability
  4. The offer
  5. The contract
  6. Right of withdrawal and returns
  7. Costs in the event of withdrawal
  8. Exclusion of the right of withdrawal
  9. The price
  10. Conformity and guarantee
  11. Delivery and performance
  12. Continuing contracts
  13. Payment
  14. Complaints procedure
  15. Disputes and applicable law
  16. Additional or deviating provisions
  17. Language and translations

Article 1 – Definitions

In these terms and conditions:

  • Cooling-off period: the period within which the consumer can exercise their right of withdrawal;
  • Consumer: a natural person who is not acting in the course of a profession or business and who enters into a distance contract with the trader;
  • Day: calendar day;
  • Continuing contract: a distance contract relating to a series of products and/or services, where the obligation to deliver and/or purchase is spread over time;
  • Durable medium: any means that enables the consumer or trader to store information addressed to them personally in a way that allows future consultation and unchanged reproduction of the stored information;
  • Right of withdrawal: the consumer’s option to withdraw from the distance contract within the cooling-off period;
  • Model form: the model withdrawal form at the end of these terms, which the consumer can complete if they wish to exercise their right of withdrawal;
  • Trader: Neroo, as described in Article 2, which offers products and/or services to consumers at a distance;
  • Distance contract: a contract concluded within the framework of a system organised by the trader for the distance sale of products and/or services, where up to and including the conclusion of the contract exclusively one or more means of distance communication are used;
  • Means of distance communication: a means that can be used to conclude a contract without the consumer and the trader being in the same place at the same time;
  • Terms and Conditions: these general terms and conditions of the trader.

Article 2 – Identity of the trader

Neroo is a trade name of Eagle Concepts.
Dravietdijk 10
4706 LD Roosendaal
The Netherlands
Phone: +31 (0)85 850 0107
Email: service@neroo.nl
Chamber of Commerce (KvK) number: 50891111
VAT number: NL003226051B42

Article 3 – Applicability

  1. These terms and conditions apply to every offer made by the trader and to every distance contract and order concluded between the trader and the consumer.
  2. Before the distance contract is concluded, the text of these terms and conditions is made available to the consumer. If this is not reasonably possible, the trader will indicate, before the distance contract is concluded, that the terms and conditions can be inspected at the trader’s premises and that they will be sent to the consumer free of charge as soon as possible on request.
  3. If the distance contract is concluded electronically, the text of these terms and conditions may, notwithstanding the previous paragraph and before the distance contract is concluded, be made available to the consumer electronically in such a way that the consumer can easily store it on a durable medium.
  4. If specific product or service conditions apply in addition to these terms and conditions, paragraphs 2 and 3 apply accordingly, and in the event of conflicting conditions the consumer may always rely on the applicable provision that is most favourable to them.
  5. If one or more provisions of these terms and conditions are at any time wholly or partly void or annulled, the contract and the remainder of these terms and conditions remain in force, and the provision concerned will be replaced without delay, by mutual agreement, by a provision that comes as close as possible to the purpose of the original.
  6. Situations not covered by these terms and conditions are assessed in the spirit of these terms and conditions.
  7. In case of doubt about the interpretation or content of one or more provisions of these terms and conditions, the interpretation most favourable to the consumer applies.

Article 4 – The offer

  1. If an offer has a limited period of validity or is subject to conditions, this is expressly stated in the offer.
  2. The offer is without obligation. The trader is entitled to change and adjust the offer. A change has no effect on a contract that has already been concluded.
  3. The offer contains a complete and accurate description of the products and/or services offered. The description is sufficiently detailed to enable the consumer to assess the offer properly. If the trader uses images, these are a true representation of the products and/or services offered. Obvious mistakes or errors in the offer do not bind the trader.
  4. The trader cannot guarantee that the colours shown correspond exactly to the actual colours of the products. Minor deviations in colour or image do not affect the consumer’s statutory rights.
  5. Each offer contains such information that it is clear to the consumer what rights and obligations are attached to accepting the offer. This concerns in particular:
    • the price including taxes;
    • any shipping costs;
    • the way in which the contract will be concluded and which actions are required for this;
    • whether or not the right of withdrawal applies;
    • the method of payment, delivery and performance of the contract;
    • the period for accepting the offer, or the period within which the trader guarantees the price;
    • whether the contract is archived after conclusion and, if so, how the consumer can access it;
    • the way in which the consumer can check and, if desired, correct the information they have provided before concluding the contract;
    • any languages other than Dutch in which the contract can be concluded.

Article 5 – The contract

  1. Subject to paragraph 4, the contract is concluded at the moment the consumer accepts the offer and complies with the conditions set out therein.
  2. If the consumer has accepted the offer electronically, the trader will confirm receipt of the acceptance electronically without delay. As long as the trader has not confirmed receipt of this acceptance, the consumer may terminate the contract.
  3. If the contract is concluded electronically, the trader takes appropriate technical and organisational measures to secure the electronic transfer of data and ensures a secure web environment. If the consumer can pay electronically, the trader takes appropriate security measures for this.
  4. Within the legal framework, the trader may verify whether the consumer is able to meet their payment obligations. If, on the basis of this verification, the trader has good reason not to enter into the contract, it is entitled to refuse an order or request, stating its reasons, or to attach special conditions to its performance.
  5. No later than on delivery of the product or service, the trader provides the following information in writing or in such a way that the consumer can store it in an accessible manner on a durable medium:
    • the visiting address of the trader’s establishment where the consumer can go with complaints;
    • the conditions under which and the way in which the consumer can exercise the right of withdrawal, or a clear statement that the right of withdrawal is excluded;
    • information about guarantees and existing after-sales service;
    • the information included in Article 4(5) of these terms, unless the trader has already provided this information to the consumer before performing the contract.
  6. Every contract is entered into subject to the condition precedent of sufficient availability of the products concerned.

Article 6 – Right of withdrawal and returns

For the delivery of products:

  1. When purchasing products, the consumer has the right to withdraw from the contract within 14 days without giving any reason (statutory cooling-off period). This period starts on the day after the product is received by the consumer or by a representative designated in advance by the consumer and made known to the trader. If an order consists of several products delivered separately, the period starts on the day after receipt of the last product.
  2. Neroo voluntarily extends this period: the consumer can return a product up to 30 days after receipt. Returns within these 30 days are free of charge; the costs of returning the product are then borne by the trader. The consumer follows the return instructions on the returns page of the website.
  3. During the cooling-off period, the consumer handles the product and its packaging with care. They only unpack or use the product to the extent necessary to establish the nature, characteristics and functioning of the product. If they exercise their right of withdrawal, they return the product with all accessories supplied and – if reasonably possible – in its original condition and packaging to the trader, in accordance with the reasonable and clear instructions provided by the trader.
  4. If the consumer wishes to exercise their right of withdrawal, they notify the trader within the cooling-off period, using the model form or in any other unambiguous way, for example by email to service@neroo.nl. No later than 14 days after this notification, the consumer sends the product back. The consumer must prove that the goods were returned in time, for example by means of proof of shipment.
  5. If, after the periods referred to in paragraphs 1 and 2 have expired, the consumer has not notified the trader that they wish to exercise their right of withdrawal, or has not returned the product to the trader, the purchase is final.

For the provision of services:

  1. For services, such as the configuration service, the consumer has the right to withdraw from the contract within 14 days without giving any reason, starting on the day the contract is concluded.
  2. To exercise the right of withdrawal, the consumer follows the reasonable and clear instructions provided by the trader with the offer and/or at the latest on delivery.

Article 7 – Costs in the event of withdrawal

  1. For returns within 30 days of receipt, the costs of returning the product are borne by the trader (see Article 6(2)).
  2. The trader refunds all payments made by the consumer, including any delivery costs for standard delivery, as soon as possible and no later than 14 days after notification of the withdrawal. The trader may withhold the refund until it has received the product back or until the consumer has demonstrated that they have returned the product, whichever is earlier. The refund is made using the same payment method that the consumer used, unless the consumer agrees to another method.
  3. The consumer is liable for any diminished value of the product resulting from handling the product beyond what is necessary to establish its nature, characteristics and functioning.
  4. The consumer is not liable for any diminished value of the product if the trader did not provide all legally required information about the right of withdrawal before the contract was concluded.

Article 8 – Exclusion of the right of withdrawal

  1. The trader may exclude the consumer’s right of withdrawal for the products and services described in paragraphs 2 and 3. The exclusion only applies if the trader has clearly stated this in the offer, or at least in good time before the contract is concluded.
  2. The right of withdrawal can only be excluded for products:
    • made to the consumer’s specifications or clearly personalised;
    • liable to deteriorate or expire rapidly;
    • whose price depends on fluctuations in the financial market over which the trader has no control;
    • which, after delivery, are by their nature inseparably mixed with other items;
    • which are not suitable for return for reasons of health protection or hygiene and which have been unsealed after delivery;
    • consisting of sealed audio or video recordings or computer software which have been unsealed after delivery;
    • consisting of individual newspapers or magazines.
  3. The right of withdrawal can only be excluded for services:
    • which have been fully performed, if performance began with the consumer’s express prior consent and the consumer acknowledged that they lose the right of withdrawal once the trader has fully performed the contract;
    • relating to accommodation, transport, catering or leisure activities to be provided on a specific date or during a specific period.

Article 9 – The price

  1. During the period of validity stated in the offer, the prices of the products and/or services offered will not be increased, except for price changes resulting from changes in VAT rates.
  2. The prices of products or services stated in the offer include VAT.
  3. In the event of an obvious mistake in the price, such as a clear printing or typographical error, the trader is not obliged to deliver the product at the incorrect price. The trader will inform the consumer of this as soon as possible; in that case the consumer may terminate the contract free of charge.

Article 10 – Conformity and guarantee

  1. The trader guarantees that the products and/or services comply with the contract, the specifications stated in the offer, the reasonable requirements of soundness and/or usability and the statutory provisions and/or government regulations in force on the date the contract is concluded.
  2. A guarantee provided by the trader, manufacturer or importer does not affect the statutory rights and claims that the consumer can assert against the trader under the contract, including the statutory right to a product that conforms to the contract.
  3. The consumer reports defects or incorrectly delivered products to the trader within 2 months of discovery, preferably by email to service@neroo.nl.
  4. In addition to the statutory guarantee, the manufacturer’s guarantee applies. The trader is not responsible for the suitability of the products for a special application by the consumer that was not stated in the offer and was not agreed.
  5. The additional guarantee of the trader or manufacturer does not apply if:
    • the consumer has repaired and/or modified the products supplied or had them repaired and/or modified by third parties;
    • the products supplied have been exposed to abnormal conditions or otherwise handled carelessly, or used contrary to the trader’s instructions and/or the user manual.
    This does not affect the consumer’s statutory rights.
  6. If a product does not conform, the consumer is entitled to repair or replacement, at the consumer’s choice, unless the chosen remedy is impossible or would involve disproportionate costs. If repair or replacement is not successful, the consumer may be entitled to a price reduction or termination of the contract.

Article 11 – Delivery and performance

  1. The trader exercises the greatest possible care when receiving and executing orders for products and when assessing requests for the provision of services.
  2. The place of delivery is the address that the consumer has provided to the trader.
  3. The trader executes accepted orders promptly, but no later than within 30 days, unless the consumer has agreed to a longer delivery period. If delivery is delayed, or if an order cannot be executed or can only be partially executed, the consumer will be notified no later than 30 days after placing the order. In that case, the consumer has the right to terminate the contract free of charge.
  4. Delivery times stated on the website are indicative. A slight delay does not entitle the consumer to compensation, unless the law provides otherwise.
  5. In the event of termination in accordance with paragraph 3 of this article, the trader refunds the amount paid by the consumer as soon as possible, but no later than 14 days after termination.
  6. If delivery of an ordered product proves impossible, the trader may, in consultation with the consumer, offer a replacement item. No later than on delivery, the consumer will be informed clearly and comprehensibly that a replacement item is being delivered. The right of withdrawal cannot be excluded for replacement items. The costs of any return shipment are borne by the trader.
  7. The risk of damage to and/or loss of products rests with the trader until the moment of delivery to the consumer or to a representative designated in advance and made known to the trader, unless expressly agreed otherwise.

Article 12 – Continuing contracts

Neroo sells products without a subscription and does not offer continuing contracts. Should the trader offer a contract for the regular supply of products or services in the future, the consumer may terminate that contract at any time with a notice period of no more than one month, and it will not be tacitly renewed for a fixed period, in accordance with the statutory rules.

Article 13 – Payment

  1. The consumer pays using one of the payment methods offered at checkout. Unless otherwise agreed, the consumer pays when placing the order.
  2. When purchasing products, the consumer can never be obliged to pay more than 50% of the price in advance. If advance payment has been agreed, the consumer cannot assert any rights regarding the execution of the order or service(s) concerned until the agreed advance payment has been made.
  3. The consumer is obliged to report any inaccuracies in payment details provided or stated to the trader without delay.
  4. If the consumer fails to pay, the trader is entitled, subject to statutory restrictions, to charge the reasonable costs made known to the consumer in advance.

Article 14 – Complaints procedure

  1. The trader has a sufficiently publicised complaints procedure and handles complaints in accordance with this procedure.
  2. The consumer submits complaints about the performance of the contract, fully and clearly described, to the trader via service@neroo.nl within a reasonable time after discovering the defects. A notification within 2 months of discovery is always considered timely.
  3. Complaints submitted to the trader are answered within 14 days of receipt. If a complaint requires a foreseeably longer processing time, the trader will reply within these 14 days with an acknowledgement of receipt and an indication of when the consumer can expect a more detailed answer.
  4. If the trader and the consumer cannot resolve the matter together, the consumer may submit the dispute to the competent court. If the consumer lives in another country of the European Union, they can also contact the European Consumer Centre in their own country for advice and mediation.
  5. A complaint does not suspend the trader’s obligations, unless the trader indicates otherwise in writing.
  6. If a complaint is found to be justified, the trader will handle it in accordance with Article 10(6).

Article 15 – Disputes and applicable law

  1. Contracts between the trader and the consumer to which these terms and conditions apply are governed by Dutch law.
  2. If the consumer lives in another country, they retain the protection afforded to them by the mandatory provisions of the law of their country of residence. The choice of Dutch law does not affect this.
  3. The United Nations Convention on Contracts for the International Sale of Goods (CISG) does not apply.

Article 16 – Additional or deviating provisions

Provisions that supplement or deviate from these terms and conditions may not be to the detriment of the consumer and must be recorded in writing or in such a way that the consumer can store them in an accessible manner on a durable medium.

Article 17 – Language and translations

These terms and conditions were drawn up in Dutch. Translations are provided for information purposes only. In the event of any discrepancy between a translation and the Dutch text, the Dutch text prevails, unless mandatory law provides otherwise.

Annex – Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: Neroo (trade name of Eagle Concepts), Dravietdijk 10, 4706 LD Roosendaal, The Netherlands, service@neroo.nl

I hereby give notice that I withdraw from my contract for the sale of the following goods / for the provision of the following service:

Ordered on / received on: ………………………
Order number: ………………………
Name of consumer(s): ………………………
Address of consumer(s): ………………………
Signature of consumer(s) (only if this form is submitted on paper): ………………………
Date: ………………………