General Terms and Conditions
Article 1 – Definitions
1.1. Seller: Pavone Lingerie BV, established at Zuidersingel 88H, 2652 XX Berkel en Rodenrijs, the Netherlands, registered with the Dutch Chamber of Commerce (Kamer van Koophandel) under registration number 98940732.
1.2. Buyer: Any natural person or legal entity entering into an agreement with the Seller.
1.3. Products: All goods offered and supplied by the Seller.
1.4. Hygienic Products: Products which, for reasons of health protection or hygiene, are not suitable for return once the seal has been broken, or if they have been used, worn, washed, or are otherwise no longer in a resalable condition after delivery, including underwear and swimwear.
Article 2 – Delivery and Shipping
2.1. The estimated delivery time is 2–3 business days within the Netherlands, 5–7 business days within Europe, and 7–14 business days outside the European Union. Delivery times are estimates only.
2.2. Shipping costs are clearly displayed during checkout. Free shipping applies to orders of €150 or more within the European Union and €200 or more outside the European Union.
2.3. The Seller shall not be liable for delays caused by the shipping carrier.
2.4. If a parcel is lost or arrives damaged, the Buyer must notify the Seller within 48 hours of receipt.
Article 3 – Payments
3.1. The Seller accepts the following payment methods: iDEAL / Wero, Credit Card, PayPal, and bank transfer.
3.2. Payments are securely processed through certified payment providers of Shopify and Mollie.
3.3. Orders will only be shipped after full payment has been received.
Article 4 – Right of Withdrawal
4.1. The Buyer has the right to withdraw from a distance contract within 14 days of receiving the Product without giving any reason, unless an exception set out in Article 5 applies.
4.2. If an order consists of multiple items delivered separately, the withdrawal period begins on the day the Buyer, or a third party designated by the Buyer, receives the final item.
4.3. To exercise the right of withdrawal, the Buyer must notify the Seller in writing or by email within the withdrawal period of their decision to withdraw from the agreement.
4.4. After notifying the Seller of the withdrawal, the Buyer must return the relevant Product to the return address provided by the Seller within 14 days.
Article 5 – Exceptions to the Right of Withdrawal
5.1. The right of withdrawal does not apply to Products that are not suitable for return for reasons of health protection or hygiene once the seal has been broken after delivery, or to Products for which it can reasonably be established that they have been worn, used, washed, or are otherwise no longer in a resalable condition.
5.2. This includes, but is not limited to:
- Underwear, including briefs, boxer shorts, thongs, bike shorts, and tops.
5.3. The Seller reserves the right to refuse returned Products if the return and hygiene requirements set out in these Terms and Conditions have not been met.
Article 6 – Return Conditions and Return Shipping
6.1. Returns will only be accepted if the Products are returned unworn, unwashed, undamaged, complete, and, where reasonably applicable, in their original packaging, including hygiene strips and any seals.
6.2. The costs and risk of returning the Products shall be borne by the Buyer unless otherwise expressly agreed in writing.
6.3. If the returned Product does not comply with the return conditions, the Seller shall be entitled to refuse the return and send the Product back to the Buyer at the Buyer's expense.
Article 7 – Refunds
7.1. If a returned Product complies with the applicable conditions and the withdrawal is valid, the Seller will refund the amount paid by the Buyer for the returned Products within 14 days after receiving the notice of withdrawal. The Seller may withhold the refund until the Products have been received or until the Buyer has provided proof that the Products have been returned, whichever occurs first.
7.2. Refunds will be made using the same payment method used for the original transaction unless expressly agreed otherwise with the Buyer.
7.3. If the Buyer withdraws from the entire order, the standard delivery costs of the original shipment will also be refunded. If only part of the order is returned, the original shipping costs will not be refunded.
7.4. No restocking fees will be charged.
Article 8 – Order Cancellations
8.1. Orders may be cancelled free of charge provided that the relevant Product has not yet been processed or shipped.
8.2. Once a Product has been processed or shipped, cancellation is no longer possible. In such cases, the Buyer may only exercise the right of withdrawal and follow the return procedure where applicable.
Article 9 – Final Sale
9.1. Products designated by the Seller as "Final Sale" are not eligible for return or cancellation to the extent permitted by applicable law.
9.2. The statutory right of withdrawal shall remain applicable where and to the extent that the Buyer is entitled to such rights under mandatory consumer protection laws.
Article 10 – Warranty and Liability
10.1. The Seller warrants that the Products supplied conform to the agreement and meet reasonable standards of quality and fitness for purpose.
10.2. If a Product is found to be defective upon delivery, the Buyer must notify the Seller within 7 days of receipt.
10.3. The Seller shall not be liable for damage resulting from improper or careless use of the Product.
Article 11 – Privacy and Data Protection
11.1. The Seller processes personal data in accordance with the General Data Protection Regulation (GDPR) and uses such data solely for order processing, customer service, and, where applicable, marketing purposes for which consent has been given.
11.2. The Buyer may unsubscribe from newsletters at any time.
Article 12 – Discount Codes and Gift Cards
12.1. Discount codes cannot be combined and may only be used once per order.
12.2. Gift cards are valid for 12 months from the date of issue and cannot be redeemed for cash.
Article 13 – Complaints and Disputes
13.1. Complaints regarding Products or services must be submitted to the Seller in writing or by email within a reasonable period after the issue has been discovered.
13.2. The Seller will provide a substantive response to the complaint within 14 days of receipt.
13.3. These Terms and Conditions shall be governed exclusively by the laws of the Netherlands. Any disputes shall be submitted to the competent court in the Netherlands.
For questions regarding returns, withdrawals, or refunds, please contact info@pavonelingerie.com.
