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General terms and conditions

General Terms & Conditions Kolibri Company Webshop

1. General terms and conditions

You must accept our general terms and conditions in their entirety. Our general terms and conditions can be found at

You also need to fill in your company details in article 2 of the general terms and conditions.

It is important for the visitor to print and/or save the conditions. I would like to ask you to place the conditions as a pfd-file or a 'print' and 'save' button on the general conditions page. Place this on both the general terms and conditions page and the order page.
Don't forget that the consumer also needs to agree with the terms and conditions in the order process before being able to complete the order.
Please make sure that the other information on your site (such as the FAQ/customer service) does not contradict our General Terms and Conditions.

2. Contact details

You must create a contact page on which you state all the contact options (telephone number, fax number, postal address, place of business and e-mail address). You also need to mention the Chamber of Commerce registration number and VAT number.


3. Return information
Information about the return must be really clear on your website, you should explicitly inform the consumer about this separate from the general conditions. We advise you to make a clear heading in the footer with the right of withdrawal or return information.

You should offer a model form provided by the legislator with which the consumer can renounce his purchase. A model form is attached to the general terms and conditions

In addition, the consumer should not be required to return the item in its original packaging, unless it is sealed in the case of easy-to-copy items such as software and CDs. You can use the text 'if possible in original packaging'. You may, of course, require the product to be in as original and undamaged a condition as possible.
You must credit the amount paid (including shipping costs) within 14 days after dissolution.

Returning the goods without giving a reason. You may therefore not demand a reason, but you may request it.
Please note that if the consumer makes use of his/her right of return, he/she will be responsible for the maximum costs of the return shipment. This means that you must reimburse the consumer for the entire purchase price including the shipping costs paid to you.

If you offer products or services that fall under article 10 of our general terms and conditions and can be excluded from the right of withdrawal, you do not need to include the information above. In that case, you should explain why the right of withdrawal does not apply by referring to Article 10 of the General Terms and Conditions.
Please provide clear information on the right of withdrawal on a customer service or FAQ page. Provide this information also in the information letter you send to consumers after the conclusion of the contract. This way, you will not be confronted with unpleasant surprises.

It is best to include the following text on your return page:

You have a cooling off period of 14 days to return the product without giving reasons, starting on the day of receipt of the product. You have from the moment of the return notification another 14 days to return the product. The product can only be unused and, if possible, in original packaging returned.
For the return of the order are the return costs for your account.
We will credit the amount within 14 days.
You can also use the model form.

The trader (name of webshop) shall reimburse all payments made by the consumer, including the costs of delivery charged by the trader for the returned product (if the entire order is returned), without undue delay but within 14 days from the day on which the consumer notifies him of the withdrawal. Unless the entrepreneur offers to pick up the product himself, he may wait with repayment until he has received the product or until the consumer proves that he has returned the product, whichever comes first. The trader will use the same means of payment as the consumer has used for repayment, unless the consumer agrees to a different method. The refund is free of charge for the consumer.
If the consumer has chosen a more expensive method of delivery than the cheapest standard delivery, the operator does not have to refund the additional costs for the more expensive method.


4. Payment methods

You must provide information about the payment methods you offer. In addition to specifying the payment methods, you must also offer the option of payment in arrears. When selling products to consumers, the provider may never stipulate an advance payment of more than 50 percent in the general terms and conditions. You must always offer at least one payment option that allows you to pay afterwards (or partly afterwards). There are parties who against a paid percentage of the purchase amount completely take over the claim so you have no risk and your money does not have to go back this concerns options 1,2 and 3.

Options are:
1. Afterpay
2. Klarna
3. Billink
4. Cash on delivery
5. 50% post-payment through a transfer
6. Credit card provided that the amount is not debited until the order has been shipped and delivered
7. Subsequent payment by invoice or giro are also an option but the above options offer more security.

Many consumers will have no problem with 100 percent prepayment, but that choice should be up to the consumer.
The regulation is not only in our general terms and conditions but also in Dutch law. The fact that it is in the law means that non-members must also comply with this legislation. Failure to comply with this legal obligation falls under the supervision of the Consumer Authority.

We often recommend cash on delivery. This is because you can pass the costs on to the customer. The customer will then have to pay € 15.00 or more if they want their package delivered this way.


5. Shipping costs & delivery time

You must provide information about the shipping costs and delivery time. You can do this under the heading frequently asked questions (FAQ), customer service or in the footer under a heading 'shipping costs & delivery time'. It is insufficient if you only display this information in your general terms and conditions.

6. Prices including VAT

For transactions with consumers, the VAT is simply part of the price. This means that you must show all amounts including VAT.
This rule can be found in Article 38 of the Turnover Tax Act 1968.
For Internet transactions this is specifically underlined in Article 7:46c of the Civil Code: in good time before the distance contract is concluded, the other party must be given the following information by any means of distance communication that is adapted to the technology used and in a clear and comprehensible manner, ... the price, including all taxes, of the goods; It is therefore not permitted to tell a consumer a price excluding VAT, even if you state that the price is exclusive of VAT.

7. Complaints
You should create a complaints page. You may inform the buyer about how a complaint can be filed and how you deal with it. The advice is to include a 'complaints handling' within for example the customer service pages. For example, make it clear whether a buyer receives a confirmation of receipt of his complaint and provide information on the arbitration board of Stichting Webshop Keurmerk.

It is best to place the following text:

It is of course annoying if you have a complaint about our products and/or services. We would like to help you and offer a solution. You can mail to:


Our employees of the complaints department will review the complaint and try to resolve the complaint to everyone's satisfaction.

After receipt of your complaint we will send you a confirmation.
We will answer your complaint within 14 days after receipt, if it takes more time, we will inform you of this.
If you do not appreciate this, you can always contact the mediation department of Stichting Webshop Keurmerk where we are affiliated. They will then mediate

As from 15 February 2016, it is also possible for consumers in the EU to file complaints via the ODR platform of the European Commission. This ODR platform can be found at ( .) If the complaint is not yet being handled elsewhere then you are free to file the complaint via the platform of the European Union.

8. Privacy policy

I would like to ask you to include a page about the privacy policy.
It is important to comply with the Data Protection Act (Wbp) to act. You must use a privacy policy and also take measures to protect personal data. For more information, please visit

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