Terms of service
1. General
These general terms and conditions of sale apply to all orders placed on the www.neutra.com (neutra.com), or by email or telephone. Neutra.com is operated by:
5050 BRANDS BV
Kiotoweg 70, Unit 8
3047BG Rotterdam
The Netherlands
Email: customerservice@neutra.com
Commercial registry number: 80986862
RSIN: 861877858
KVK: 000047315350
VAT number: NL861877858B01
This document (together with the documents it refers to) describes the terms and conditions for placing orders and on which we supply any items (the "Items") listed on neutra.com to you. Please read the following terms and conditions carefully.
2. How to place an order
Once you have selected one of our items in the store section of neutra.com, you have to select the size, color and enter the quantity that you wish to order. The selected item(s) can then be transferred to your shopping bag by clicking on the "add to bag" button. You can either add more items to your bag by clicking “continue shopping” or proceed to the checkout by clicking on the "checkout" button. You must then enter your shipping address and contact information. At this stage you can still remove or edit any items stored in your shopping bag by clicking “return to cart”. The next page allows you to enter your payment information and check the order total. If different from the shipping address you can enter your billing address by ticking the "Use a different billing address". On this same page you can still edit your shipping and/or billing address by clicking “return to shipping” Click “review your order” to see your order before proceeding to payment. Your order will be submitted at the time you press the "Pay now" button on the following page.
Your order constitutes an offer to purchase the items that you have selected on the basis of these terms and conditions. All orders are subject to acceptance by us, and we will confirm such acceptance to you by sending you an email that confirms that the items have been ordered (the "Order Confirmation"). The contract between you and us will only be formed when we send you the Order Confirmation (the "Contract").
In case of non-receipt of these emails, it is recommended to check if they have not arrived in your junk mail.
The Contract will only relate to those items we have confirmed in the Order Confirmation. We will not be obliged to supply any other items which may have been part of your order until the order of such items has been confirmed in a separate Order Confirmation.
Your order will be fulfilled within 2 to 3 working days. Once it ships out you will receive a “Shipping Confirmation” in which you can track your parcel
All service and product orders are subject to our acceptance. Accordingly, we reserve the right to refuse service for transactions on neutra.com, terminate accounts, remove or edit content, or cancel orders in its sole discretion, including, without limitation, if we believe that user conduct violates applicable law or is harmful to the interests of Neutra or its affiliates.
3. Price
The product prices are in Euro as displayed on the website, except in cases of obvious error. The pricing currency is determined as follows:
The product prices displayed on the website are inclusive of Value-Added Tax (VAT). The VAT rate can vary according to the rules in force in the country of delivery. All prices are exclusive of shipping rates. Shipping rates are applied per order. The exact shipping rates depend on the country where your order is being delivered to. For details on shipping rates per country see our shipping Information.
We reserve the right to modify prices on neutra.com at any time without notice. Changes will not affect orders in respect of which we have already sent an Order Confirmation.
neutra.com contains a number of items and it is always possible, despite our best efforts, that some of the items listed on neutra.com will be incorrectly priced. We will normally verify prices as part of our order preparation procedure so that, where the correct price of the items is less than our stated price, we will charge the lower amount when dispatching the items to you. If the correct price of the items is higher than the price stated on neutra.com, we will normally, at our discretion, either contact you for instructions before dispatching the items, or reject the order and notify you of such rejection.
4. Payments, payment security and transfer of title
Payment
Payment can be made by the following payment methods - credit and debit cards Visa, Mastercard, Amex, Maestro, as well as Ideal, Shopify Pay, Google Pay and Paypal - as indicated in the order process on neutra.com. You will pay all charges incurred by users of your credit card, debit card, or other payment method used in connection with a purchase or transaction or other monetary transaction interaction with Neutra at the prices in effect when such charges are incurred. You will pay any applicable taxes, if any, relating to any such purchases, transactions or other monetary transaction interactions.
Security
Your payment information is encrypted and will only be transmitted in a protected form over the internet. The payment is processed via the secured payment service of our partner vendors which conforms to required security standards.
Reservation of ownership
Ownership of the items will only pass to you when we have received full payment of all sums due in respect of the items, including delivery charges. All purchased items are transported and delivered to you by an independent carrier not affiliated with, or controlled by us. The risk of ownership of items is transferred to you on delivery.
Delivery
Neutra currently ships to all EU countries.
We serve other European territories – United Kingdom and Switzerland – as well as the United States and Israel under DDP (Delivery Duties Paid) incoterms. This means that when placing orders for delivery to those destinations, you will be asked a contribution to import duties and shipping at checkout. We will handle all the custom documentation for you and you won’t be charged at reception of your parcel.
Delivery is ensured by express carrier Chronopost and DHL against signature.
Address
The items are delivered to the address indicated by you as delivery address on the order concerned.
If delivery proves impossible given the absence of the addressee at the place of delivery, a notice will be left at the delivery address indicated by the customer and the carrier will make a new delivery attempt the next working day.
Damaged package or damages articles, missing articles
You or the recipient of the order are invited to check the apparent condition of the package and items on delivery.
Warning: In case of anomaly relating to the package or the item(s) ordered, please contact the customer service within 7 days as of the receipt of the package by writing to the customer service at customerservice@neutra.com, enclosing a picture of the concerned item and follow the same return procedure as the one described and detailed in article 7 below.
5. Returns and cancelations
Web returns
Returning an item
If you are not happy with your purchase and wish to return an(y) item(s), please return your order within 60 days from receiving your order. Items must be returned unworn, unused, with original hangtags and in their original packaging.
- Free returns - EU only: To return an item, contact us at customerservice@neutra.com with the order number mentioned on your order confirmation email and your email address. Mention the item(s) you wish to return and the reason. Our customer service will assign the best available carrier for your return. We will provide you with a return number and label. You are ready to print your return label, attach it to the outside of your package and then drop your package off at your nearest postage point.
- Non-EU countries: Neutra will provide you with a commercial invoice for returned goods that is mandatory for customs. Please insert 3 copies of the return invoice on the outside of your package, inserted in a pouch preferably. Remember to bring your invoice to declare the value of the item(s) you are returning. Neutra is not responsible for shipping costs, incorrect mailing or excess fees.
Always keep your proof of shipment until your return has been processed. Once we have received your return, we will do our best to process it quickly. As soon as your return is processed, we'll send you a confirmation via email.
Exchanging an Item
To exchange an item, return the unwanted item and place a new order on neutra.com.
Receiving your refund
We will process your return as quickly as possible. After receipt of your returned item(s) and if the product matches the Returns policy, we will refund the purchase price including the original standard shipping costs for your delivery. Neutra will not refund the shipping costs if you only return a part of the original order. The time for processing your refund is two (2) weeks (14 calendar days) upon receipt. Your refund will be processed based on how you placed your original order.
Customer service
If you need help finding your order number or have any questions about your return, please email our Customer Service at customerservice@neutra.com.
Quality returns
Returning a product for quality issues
If an item is faulty, you can send it back to us. To make a quality return, please follow the procedure below:
Contact our Customer Service at customerservice@neutra.com.
Provide us with all the details of the return :
- Pictures of the product
- Pictures of the label (both sides)
- Your receipt (if you still have it)
- Your name, address and phone number
We will generate a Neutra return label.
You will receive the Neutra return label by email. You have to use this label to return the item(s).
6. Guarantee and Liability
We guarantee everything we make. If you are not satisfied with one of our products at the time you receive it, or if one of our products does not perform to your satisfaction, return it to us for a replacement or refund.
Our liability in connection with any items purchased through neutra.com is strictly limited to the purchase price of those items. This does not include or limit in any way our liability for: death or personal injury caused by our negligence; for fraud or fraudulent misrepresentation; or for any matter which it would be illegal for us to exclude, or attempt to exclude our liability.
We accept no liability for any loss of income, revenue, loss of business, loss of profits or contracts, loss of anticipated savings, loss of data or for any indirect or consequential loss or damage of any kind however arising and whether caused by tort (including negligence), breach of contract or otherwise, even if foreseeable.
7. Colors
Neutra has made every effort to display as accurately as possible the colors of the products that appear on neutra.com. As the actual colors you see depend on your computer monitor or mobile device, however, we cannot guarantee and do not warrant that your monitor’s or device’s display of any color will be accurate.
8. Written Communications
Applicable laws require that some of the information or communications we send to you should be in writing. When using neutra.com, you accept that communication with us will be mainly electronic. We will contact you by email. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.
9. Notices
All notices given by you to us must be given to contact@neutra.com. We may give notice to you at either the email or the postal address you provide to us when placing an order. Notice will be deemed received and properly served 24 hours after an email is sent, or three days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an email, that such email was sent to the specified email address of the addressee.
10. Transfer of Rights and Obligations
These terms and conditions are binding you and us and on our respective successors and assigns. You may not transfer, assign, charge or otherwise dispose of a Contract or any of your rights or obligations arising under it, without our prior written consent. We may transfer, assign, charge, sub-contract or otherwise dispose of a Contract, or any of our rights or obligations arising under it, at any time during the term of the Contract.
11. Password
Registration as a user for access to certain areas on neutra.com or in connection with recurring visits or purchasing may require both a user name and a password or adherence to other particular access requirements as designated by us. Only one user can use one user name and password and, thus, one account. Limiting access helps avoiding unauthorised usage by other persons, institutions, or entities because anyone with knowledge of both your user name and password can gain entry to the restricted portions of neutra.com and to your account.
Accordingly, by using neutra.com, you agree to consider your user name and password as confidential information and to keep your user name and password confidential. You will immediately notify us if you become aware of any loss or theft of your password or any unauthorised use of your user name and password. We will not be liable for any loss or damage arising from your failure to comply with these obligations. We reserve the right to delete or change a user name or password at any time and for any reason. Notwithstanding the foregoing, nothing herein shall convey to you any further rights in your account or its information and any and all such content or information shall be subject to these terms and conditions.
12. Events Outside Our Control
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under these terms and conditions that are caused by events outside our reasonable control ("Force Majeure Event").
A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following: strikes, lock-outs or other industrial action, civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war, fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster, impossibility to use railways, shipping, aircraft, motor transport or other means of public or private transport, impossibility to use public or private telecommunications networks, and the acts, decrees, legislation, regulations or restrictions of any government.
Our performance of our obligations under these terms and conditions is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavors to bring the Force Majeure Event to a close or to find a solution by which our obligations under the Contract may be performed despite the Force Majeure Event.
13. Waiver
If we fail, at any time during the term of a Contract, to insist upon strict performance of any of your obligations under these terms and conditions, or if we fail to exercise any of the rights or remedies to which we are entitled under these terms and conditions, this shall not constitute a waiver of such rights or remedies and shall not relieve you from compliance with such obligations. A waiver by us of any default shall not constitute a waiver of any subsequent default. No waiver by us of any of these terms and conditions shall be effective unless it is expressly stated to be a waiver and is communicated to you in writing in accordance with the methods specified above.
14. Severability
If any of these terms and conditions or any provisions of these terms and conditions are determined by any competent authority to be invalid, unlawful or unenforceable to any extent, such term, condition or provision will to that extent be severed from the remaining terms, conditions and provisions which will continue to be valid to the fullest extent permitted by law.
15. Entire Agreement
These terms and conditions and any document expressly referred to in them represent the entire agreement between us in relation to the supply of items from neutra.com and supersede any prior agreement, understanding or arrangement between us, whether oral or in writing.
We each acknowledge that in agreeing to be bound by these terms and conditions, neither of us has relied on any representation, undertaking or promise given by the other or from anything said or written in negotiations between us prior to such agreement except as expressly stated in these terms and conditions.
Neither of us shall have any remedy in respect of any untrue statement made by the other, whether orally or in writing, prior to the date of any order (unless such untrue statement was made fraudulently) and the other party’s only remedy shall be for breach of contract as provided in these terms and conditions.
16. Applicable Law and Language
Contracts for the purchase of items through neutra.com are governed by Dutch law. Any dispute arising from, or related to such Contracts will be subject to the non-exclusive jurisdiction of the Dutch courts.
You have one month from the date Neutra informs you of the applicability of the preceding paragraph to inform back Neutra in writing that in lieu of Dutch courts, you elect to have legal proceedings before the competent courts in the place where you officially reside.
The European Commission has set up a dispute resolution platform to collect any complaints from consumers following an online purchase and then forward them to the relevant national mediators. This platform can be accessed at the following URL address: http://ec.europa.eu/consumers/odr/.
The language of this Contract is English.