24 Concepts B.V., trading under the name Monsor
Jan Kooijmanlaan 5
3161 HC Rhoon, the Netherlands
Email: info@monsor.com
Contact page: https://www.monsor.com/pages/faq
Chamber of Commerce: 92861210 (the Netherlands)
VAT identification number: NL866196572B01
IBAN: NL96 INGB 0106 2752 75
Article 1 - Definitions
For the purposes of these general terms and conditions, the following definitions apply:
Trader: 24 Concepts B.V., trading under the name Monsor, established at Jan Kooijmanlaan 5, 3161 HC Rhoon, the Netherlands, registered with the Chamber of Commerce under number 92861210, VAT identification number NL866196572B01, reachable via info@monsor.com.
Customer: the natural person or legal entity who enters into an agreement with the trader via the Monsor webshop.
Consumer: the customer acting as a natural person and not in the course of a profession or business.
Business customer: the customer acting in the course of a profession or business.
Agreement: every agreement between the trader and the customer relating to the purchase of products via the Monsor webshop.
Products: all goods offered via the Monsor webshop.
Sample: a product sample made available by the trader, separate from a purchase agreement.
Applicant: the person who requests a sample via the Monsor webshop.
Right of withdrawal: the statutory right of the consumer to dissolve a distance contract within the applicable period without stating a reason, supplemented by the more generous return period offered by the trader in Article 8.
In writing: communication by email, via the contact form, or via another electronic communication method offered by the trader.
Article 2 - Applicability
These general terms and conditions apply to every offer made by the trader and to every agreement concluded between the trader and the customer. The terms and conditions are made available before or upon conclusion of the agreement in such a way that the customer can read and save them.
By placing an order, the customer declares that they have had the opportunity to read these terms and conditions. Deviations are valid only if expressly agreed in writing. The trader expressly rejects the applicability of any general terms and conditions of business customers.
The trader may amend these general terms and conditions. Amendments do not apply to agreements already concluded, unless legally permitted and the amendment has been validly agreed with the customer. The most current version is available via the Monsor webshop.
Article 3 - Offer, ordering process and formation of the agreement
All offers on Monsor's online shop are subject to availability. Obvious misunderstandings or errors in the offer, including clear typographical, typing or pricing errors, do not bind the business.
An order is placed through the following steps: (1) the customer selects the product and adds it to the shopping cart, (2) the customer enters the required details and delivery address, (3) the customer selects an available payment method, and (4) the customer reviews and places the order. Before placing the order, the customer can review the entered details and correct any input errors.
After placing the order, the customer will receive a confirmation by email. The agreement is concluded when the order is accepted and confirmed by the business, or when the business proceeds to ship the product.
The business may refuse or cancel an order if there is reasonable cause to do so, including sold-out stock, suspected fraud, manifestly incorrect customer details, an obvious pricing or system error, or force majeure. If the customer has already paid and the order is canceled by the business, the amount paid will be refunded as soon as possible.
Article 4 – Products, Information and Availability
The business strives to display products, specifications, images and prices as accurately and completely as possible. The colors shown may differ slightly from the actual colors depending on the display used.
The customer cannot derive any rights from obvious errors or mistakes.
Listing a product in the online shop does not guarantee that the product will be available at all times. If an ordered product is unavailable or is no longer available for delivery, the business will inform the customer as soon as possible. Any amount already paid for the undelivered product will be refunded.
The customer is responsible for complying with the applicable laws and regulations concerning the possession and use of products in the country where they are used, insofar as this responsibility may legally be imposed on the customer.
Article 5 – Prices, Tax and Currency
All prices stated to consumers include the applicable value added tax (VAT) and exclude any shipping costs, unless expressly stated otherwise. The applicable shipping costs are displayed before the order is placed.
For deliveries within the European Union, the applicable VAT rate is applied in accordance with the applicable tax rules.
Prices may be displayed in multiple currencies. The actual payment will be made in the currency displayed during checkout. If the customer's payment account is denominated in another currency, the bank or payment service provider may apply exchange rates and fees.
For delivery outside the European Union, import duties, taxes, and customs fees may be payable. Unless expressly stated otherwise during the ordering process, these costs are borne by the customer.
The business may change prices. A price change does not affect an order that has already been confirmed. If there is an obviously incorrect price due to a technical error, typographical error, or other clear mistake, the business is not required to deliver the product at that obviously incorrect price. The customer will be informed of this as soon as possible, and any payment already received will be fully refunded upon cancellation.
Article 6 - Payment
Payment is made using the payment methods offered during the ordering process. The range of payment methods may change. The payment options available at that time are displayed before the order is completed.
Unless otherwise stated for a specific payment method, payment must be completed before the order is processed and shipped.
If a payment fails or is not received, the business cannot process or cancel the order.
The business is not responsible for disruptions or delays involving external payment service providers insofar as these circumstances are beyond the business's reasonable control. This does not affect consumers' statutory rights.
Article 7 - Delivery
The business delivers to addresses in the countries that can be selected as the delivery country during the ordering process. The currently available delivery countries, shipping costs, and expected delivery times are displayed via the webshop and during the ordering process.
The business aims to process orders placed on working days before the time stated on the webshop on the same day, insofar as this is offered for the relevant shipping option. Stated delivery times are expected delivery times, unless an expressly guaranteed delivery date has been agreed.
If no other delivery period has been agreed, an order will be delivered no later than within the legally applicable period.
If an order is not delivered within the agreed period, the consumer has the rights granted to them by law. If required, the consumer may first give the business a reasonable additional period for delivery. If delivery still does not take place within that period, the consumer may terminate the agreement. An additional period is not required if delivery on a specific date was essential and this was clear before the agreement was concluded, or if the business states that it will not deliver.
Delivery takes place to the delivery address provided by the customer. The customer is responsible for the accuracy and completeness of this address. If an incorrect or incomplete address results in additional shipping costs, these costs may be charged to the customer, to the extent permitted by law.
For consumers, the risk of loss of or damage to the product passes when the consumer, or a third party designated by the consumer other than the carrier, has received the product.
For business customers, the risk passes upon delivery, unless otherwise agreed in writing.
Article 8 – Right of withdrawal
As a general rule, a consumer has a statutory right of withdrawal for a distance contract for 14 days from the day after the product is received. The entrepreneur additionally offers consumers a total return period of 30 days after receipt of the product. This additional period does not affect the statutory right of withdrawal.
The consumer may withdraw from the agreement within this period by sending the entrepreneur an unequivocal statement to that effect, without providing a reason. This may be done, among other ways, via info@monsor.com, the model withdrawal form, or the online cancellation function offered on the webshop.
The model withdrawal form is available at: Model withdrawal form (PDF).
Use of the model withdrawal form is not mandatory. Any other unequivocal statement indicating that the consumer wishes to withdraw from the agreement is sufficient.
After notifying the entrepreneur of the withdrawal, the consumer has a maximum of 14 days to return the product. The entrepreneur will provide or confirm the applicable return address. The direct costs of returning the product are borne by the consumer, unless the entrepreneur has expressly indicated that they will bear these costs.
During the withdrawal period, the consumer may examine and assess the product only to the extent necessary to establish its nature, characteristics, and operation, comparable to what would reasonably be possible in a physical store.
If the consumer goes beyond what is necessary to assess the product and this results in a reduction in value, the entrepreneur may hold the consumer liable for this reduction in value and, to the extent permitted by law, offset it against the amount to be refunded.
The absence of or damage to the original packaging does not automatically result in the loss of the right of withdrawal. However, damage or unnecessary use may, insofar as it results in demonstrable depreciation, affect the amount of the refund.
Following a valid withdrawal, the business will refund all payments received from the consumer for the relevant agreement, including the cost of standard outbound delivery if the entire order is withdrawn. If the consumer chose a more expensive delivery method than the standard delivery method offered, the business does not have to refund the difference.
The refund will be made no later than 14 days after receipt of the withdrawal notification, using the same payment method used for the original payment, unless the consumer expressly agrees to another free-of-charge method. The business may delay the refund until it has received the product or until the consumer has demonstrated that the product has been returned, whichever occurs first.
The right of withdrawal does not apply to products or agreements for which an exception to the right of withdrawal applies by law. If such an exception applies to a product, this will be clearly stated before purchase.
The right of withdrawal does not apply to business customers, unless otherwise agreed in writing.
Article 9 – Conformity and statutory warranty
The business guarantees that the products delivered conform to the agreement and possess the characteristics that the consumer may reasonably expect, given the nature of the product and the information provided about it.
Consumers retain their full statutory rights regarding conformity. These rights are not limited by these general terms and conditions, and there is no general fixed warranty period that replaces these statutory rights.
Consumers are requested to report a defect or incorrectly delivered product within a reasonable period after discovery via info@monsor.com, stating the order number and providing a clear description of the problem. A notification made within two months of discovery is in any event considered timely. A later notification does not automatically result in the loss of statutory rights.
If a product does not conform to the agreement, the consumer is entitled to the statutory remedies, including, where applicable, free repair or replacement and, if the statutory conditions are met, a price reduction or termination of the agreement.
Defects resulting solely from normal wear and tear, improper use, careless handling, or use contrary to clear and reasonable usage instructions do not automatically constitute a defect for which the business is responsible.
Article 10 – Retention of Title
All delivered products remain, insofar as legally permitted, the property of the business until the customer has paid in full all amounts owed under the relevant agreement.
Article 11 – Liability
Consumers are subject to the statutory rules on liability. Nothing in these general terms and conditions limits or excludes liability where and insofar as such limitation or exclusion is not permitted under mandatory law.
The business is not liable for damage resulting solely from incorrect, careless, or improper use of a product, use for a purpose other than that for which the product can reasonably be intended, or use contrary to clear usage and safety instructions, insofar as the damage can reasonably be attributed to such use.
The business is not liable for failures by independent third parties over whom the business has no reasonable control, unless the business is legally responsible for the relevant third party or failure.
For business customers, the business's liability for direct damage, insofar as legally permitted, is limited to the amount paid for the relevant agreement, or to the amount paid out by the business's liability insurance in the relevant case if this is higher. The business is not liable to business customers for indirect damage, consequential damage, loss of profit, missed savings, or business interruption, unless the damage results from intent or deliberate recklessness by the business.
No limitation of liability in these general terms and conditions applies in the event of intent or deliberate recklessness by the business, or if liability may not be excluded or limited under mandatory law.
The statutory rules on product liability remain fully applicable.
Article 12 – Force Majeure
The business is not required to perform an obligation insofar as performance is temporarily or permanently prevented by a circumstance that cannot be attributed to the business.
Force majeure may include, depending on the circumstances: fire, flooding, war, serious social disruption, strikes, government measures, prolonged disruptions to energy supply or telecommunications, serious disruptions to logistics networks, and failures by suppliers or carriers that are beyond the reasonable control of the business.
If a force majeure situation continues for more than 30 days and performance can no longer reasonably be required, the parties may terminate the relevant agreement in whole or in part. Amounts paid for performances that are not provided as a result of the termination will be refunded.
Consumers' statutory rights remain applicable.
Article 13 – Intellectual property
All intellectual property rights relating to Monsor's webshop and its content belong to 24 Concepts B.V., its licensors or other rights holders.
The trade names, trademarks, logos, texts, images, graphic elements, photography, videos and other content may not be copied, reproduced, distributed, made public or used commercially without prior permission, unless permitted by law.
The foregoing does not limit any rights users have under mandatory law, including applicable statutory exceptions to intellectual property rights.
Article 14 – Personal data
The entrepreneur processes personal data in accordance with the General Data Protection Regulation (GDPR) and other applicable privacy legislation.
Personal data may be processed for, among other things, executing and processing orders, payments, shipments, customer service, statutory administrative obligations, fraud prevention and, where a valid legal basis exists, marketing purposes.
To the extent necessary for these purposes, personal data may be shared with parties such as payment service providers, carriers, IT service providers and other processors or independent data controllers. This is done on the basis of an applicable legal basis and not solely on the basis of consent.
More information about the categories of personal data, purposes, legal bases, retention periods, recipients and data subjects' rights is provided in Monsor's current privacy and cookie policy.
Article 15 – Complaints and disputes
Complaints about products, orders or services can be reported via info@monsor.com. The customer is requested to describe the complaint clearly and, where applicable, state the order number.
The entrepreneur aims to provide a substantive response to complaints within 5 business days. If more time is needed for an investigation, the customer will be informed.
If a complaint cannot be resolved by mutual agreement, the consumer may submit the dispute to the competent court or, where available and applicable, make use of a competent alternative dispute resolution body.
A consumer residing in another country of the European Union can also contact the European Consumer Centre (ECC-Net) for information and assistance.
Article 16 – Applicable Law and Competent Court
Dutch law applies to agreements between the trader and the customer. The applicability of the United Nations Convention on Contracts for the International Sale of Goods (CISG) is excluded.
For business customers, disputes are, insofar as legally permitted, submitted to the competent court in the Rotterdam district.
The choice of Dutch law does not deprive a consumer of the protection to which they are entitled under mandatory provisions of the law of the country where they have their habitual residence.
The jurisdiction of courts with respect to consumers is determined in accordance with the applicable national and European rules. These terms do not limit a consumer's right to submit a dispute to a court that has jurisdiction under mandatory law.
Article 17 – Gift Vouchers
If the trader offers gift vouchers, the following provisions apply.
A gift voucher can be exchanged for products via the Monsor webshop up to the available balance or the value stated on the gift voucher, unless expressly stated otherwise upon issue.
A gift voucher cannot be exchanged for cash, except where otherwise provided by law, and cannot be used to purchase other gift vouchers if this was excluded upon issue.
A gift voucher intended by its nature as a gift is valid for at least two years from the issue date, unless a longer period applies under applicable law or a shorter period is legally permitted. The specific validity period is clearly stated upon issue.
If no issue date or expiry date is stated, the statutory rules concerning the validity period and limitation apply.
In the event of loss, theft, or unauthorized use of a gift voucher, the trader may replace it only if the remaining balance and the entitled person can reasonably be established. The trader is not liable for use of a gift voucher by an unauthorized third party if this cannot be attributed to the trader.
Any remaining balance remains available for the remaining validity period of the gift voucher.
Article 18 – Samples
If the trader offers samples, the following provisions apply.
A sample can be requested via the webshop or another channel offered by the trader. A request is not an order and does not automatically entitle the requester to receive a sample.
The trader may assess requests and determine whether, when, and in what quantity a sample is provided. The number of samples may be limited per person, household, address, or business, among other criteria, and distribution may be limited while stocks last.
A sample is provided free of charge unless clearly stated otherwise before the request. A sample is intended for personal use or evaluation and not for resale.
Because a sample provided free of charge does not constitute a sales contract, the provisions on withdrawal and refunds in Article 8 do not apply to it. Statutory rules concerning product safety and liability do continue to apply.
Personal data processed for a sample request will be handled in accordance with Monsor's privacy and cookie policy. For separate marketing communications, the data will be used only if there is a valid legal basis for doing so and, where required, consent has been obtained.
Article 19 – Prize promotions and promotional games of chance
If the entrepreneur organizes a prize promotion, giveaway, or promotional game of chance, the provisions of this article apply in addition to the information specifically published for the relevant promotion.
A prize promotion or promotional game of chance is temporary and promotional in nature. Participation is free. No costs other than any standard communication costs, such as internet usage, will be charged for participation, insofar as legally permitted.
For each promotion, it will be clearly stated during which period participation is possible, who may participate, how to participate, how many prizes are available, what the prize package consists of, and its total economic value or how that value can be determined.
Only entries submitted within the specified promotion period and in accordance with the published participation conditions are valid.
If participation consists of actions such as following a social media account, liking a post, posting a comment, tagging another person, or sharing a post, this will be clearly stated for the relevant promotion.
If a particular action entitles the participant to an additional entry or an increased chance of winning, this will also be clearly stated in advance. The entrepreneur may request reasonable evidence that such a condition has been met, for example when a social media account is private.
Multiple entries per person are permitted only if this is expressly stated for the relevant promotion.
The entrepreneur may declare a submission invalid if the participant does not meet the published conditions or if there is fraud, deception, manipulation, automated participation, the use of fake accounts, or other demonstrable abuse.
The nature, composition, and economic value of the prize or prize package will be disclosed before participation. The prize cannot be exchanged for cash and is non-transferable, unless otherwise stated for the relevant promotion.
If a prize or part thereof is issued or provided by a third party, such as a gift card, flight voucher, travel product, or other service, the terms of that third party also apply to its use. Such an external gift card or voucher does not qualify as a gift card issued by Monsor within the meaning of article 17.
The organizer is not responsible for changes in the availability, prices, schedules, terms, or other aspects of products or services offered by a third party, insofar as these circumstances are beyond the organizer's reasonable control and liability can be excluded by law.
If an announced prize is definitively unavailable due to circumstances beyond the organizer's reasonable control, the organizer may, to the extent permitted by law and without materially disadvantaging the participant, offer a reasonably equivalent or more valuable replacement prize.
The winner will be selected impartially from all valid entries. The specific selection method will be announced with the promotion or arranged in such a way that the choice is demonstrably random and impartial.
Before a prize is awarded definitively, the organizer may verify whether the selected participant has met the entry requirements. If not, the entitlement to the prize will lapse, and a replacement winner may be selected in the same impartial manner.
The manner and timing of contacting or announcing the winner will be stated for the relevant promotion.
Unless otherwise stated for the promotion, the selected winner must respond within 72 hours after the organizer's first contact. If no response is received within this period, the winner cannot be reached, or the winner does not meet the entry requirements, the entitlement to the prize may lapse and a new winner may be selected.
The organizer will never ask a winner to make a payment in order to receive a prize.
The organizer will make the prize available within a reasonable period after the winner has been definitively determined and all information reasonably required for delivery has been received.
Any gambling tax will be handled in accordance with the tax laws and regulations applicable at the time of the promotion. If the value of a prize means that gambling tax is due, this will be dealt with in accordance with the statutory obligations.
Personal data obtained in connection with a prize draw will be processed exclusively for purposes necessary for organizing, conducting, monitoring, and handling the promotion, unless a separate legal basis exists for another purpose. Monsor's privacy and cookie policy applies to this processing.
The name, image, or other personal data of a winner will not be used for separate commercial or promotional purposes without obtaining separate consent where legally required.
If a promotion is organized via Instagram, Facebook, or another social media platform, the promotion is not sponsored, endorsed, administered by, or associated with the relevant platform, unless expressly stated otherwise.
The entrepreneur may modify, suspend, or terminate a prize promotion early if reasonably necessary due to fraud, serious abuse, technical problems, force majeure, changes in laws and regulations, or other compelling circumstances beyond the entrepreneur's reasonable control. A modification during the promotion period will not be implemented to the detriment of participants insofar as this would conflict with applicable laws or regulations.
Any modification, suspension, or termination will, insofar as reasonably possible, be announced through the same channel through which the promotion was announced.
Prize promotions and promotional games of chance are organized in accordance with the applicable Dutch laws and regulations and, where applicable, the Code of Conduct for Promotional Games of Chance.
Questions or complaints about a prize promotion may be submitted via info@monsor.com. The entrepreneur aims to respond to such complaints within 5 business days.
Article 20 - Language
These general terms and conditions have been drawn up in Dutch. Translations may be made available in other languages for customers' convenience.
If there is a difference or contradiction between the Dutch version and a translation, the Dutch version shall prevail, insofar as applicable mandatory consumer law does not prevent this.
Article 21 - Final provisions
If any provision of these general terms and conditions proves to be wholly or partially null and void, voidable, or otherwise unenforceable, this will not affect the validity of the remaining provisions.
If necessary, the parties will replace the relevant provision with a valid provision that most closely aligns with the purpose and intent of the original provision, taking applicable mandatory law into account.
The entrepreneur's failure to exercise a right, or failure to exercise it immediately, does not constitute a waiver of that right.
Appendix - Model withdrawal form
The model withdrawal form is available as a downloadable PDF at: Model withdrawal form (PDF).
Use of this form is not mandatory. The consumer may also notify us of the cancellation by sending an unambiguous statement by email to info@monsor.com or via the online cancellation function offered on the webshop.