Terms and Conditions

Terms and conditions (summary)

Dissolution and return of products

Twine Jewelry uses the general terms and conditions for merchants, determined by the Chamber of Commerce in the Netherlands. An important exception is article 6 on dissolution and return of products:

After making a webshop purchase, the customer normally has the right to return the item within 14 days and receive a refund. Twine Jewelry, however, makes personalized jewelry based on what the customer designs online. In this case the customer can not send the product back, unless:

  1. The quality of the article isn’t good, such as when:
    • The article is not manufactured in the chosen material.
    • The article is damaged.

Please note that:
In case the customer has entered incorrectly written names or texts, the item can not be returned.
The end product can have a slight deviation of the displayed digital model, in terms of color and shape.

Delivery time  

The delivery time for a Twine pendant is usually 10 to 18 working days, depending on the chosen material:

For plastic there’s a delivery time of 10 to12 working days.

For silver and brass there’s a delivery time of 15 to 17 working days.

For 14 carat gold and white gold there’s a delivery time of 15 to 18 working days. When you are a EU national, Twines in gold and white gold are provided with a hallmark before shipment by a registered Dutch office.

Working days are: Monday to Friday, excluding public holidays.


1 Applicability of these General Conditions

1.1 These conditions apply, to the exclusion of any other conditions, to all offers, agreements and deliveries regarding products created or offered by Twine Jewelry

1.2 The following definitions are used in these General Conditions:

  1. Designer: Twine Jewelry, the design agency or the designer who sells products;
  2. Buyer: the Designerʼs counterpart;
  3. Consumer: a Buyer not acting in the conduct of a profession or business;
  4. Consumer Purchase: a purchase between Designer and Consumer;
  5. Distant Purchase: a Consumer Purchase whereby the agreement is concluded via Internet or by telephone, fax or mail.

2 Offers and agreements

2.1 An offer or quotation will be without commitment, unless it relates to a Consumer Purchase, and will be valid during the specified term or while stocks last.

2.2 Unless the Designer has expressly stated another manner of conclusion, agreements between the Designer and the Buyer will be final upon written confirmation by the Designer, including confirmation by e-mail. An automatically generated electronic order confirmation will not serve as such confirmation. The Designer reserves the right to refuse an order.

2.3 The Designer will have the right to use third parties in the performance of the agreement. Any and all rights and claims stipulated in these Conditions and in any further agreements for the benefit of the Designer will equally apply to any agents and other third parties engaged by the Designer.

2.4 International taxes and duties for shipments outside EU are not included in the price, and, if applicable, are to be paid by Buyer.

3 Price adjustments

3.1 If the price of raw materials or wages, import duties, taxes or other external costs increases after the conclusion of the agreement (whether or not due to currency fluctuations), the Designer will have the right to adjust the purchase price to that increase.

3.2 The Designer must inform the Buyer of such a circumstance as soon as possible, after which the Buyer will have the right to dissolve the agreement, unless it has been stipulated that the delivery will take place more than 3 (three) months after the purchase or the increase is due to a statutory price increase.

4 Delivery

4.1 Specified delivery and other terms will not be of the essence, unless expressly agreed otherwise in writing. If a term is exceeded, the Buyer must therefore give the Designer written notice of default.

4.2 If the Designer requires information from the Buyer for the performance of the agreement, or if full or partial payment in advance has been stipulated, the delivery term will not commence until the Designer has received the correct and full information or the payment in advance.

4.3 Delivery to non-consumers will take place the moment the products have left the Designerʼs storage space. Delivery to Consumers will take place at the address stated by the Buyer upon the conclusion of the agreement, including delivery at the post office or at neighbours/third parties specified by the Buyer in case of absence. The risk in the products delivered will pass to the Buyer on the moment of delivery.

4.4 If the Buyer refuses to take delivery, the Designer may charge him the resulting costs. In that case the Designer will also have the right to dissolve the agreement, without prejudice to his right to claim full damages.

5 Retention of title

5.1 All products delivered will remain the Designerʼs property until the Buyer has fulfilled all his obligations towards the Designer under the agreement.

5.2 If the Buyer is acting in the conduct of his profession or business (non-consumer), the following applies:
a. the Buyer may sell products that have remained the Designerʼs property pursuant to this clause to third parties only in the context of the normal conduct of its business;
b. if the Buyer fails to fulfil its obligations under an agreement concluded with the Designer and the Designer has good reason to believe that the Buyer will fail to fulfil its obligations, the Designer will have the right to take back products delivered from the Buyer or from third parties that hold the products on behalf of the Buyer. Buyer agrees to cooperate fully in case Designer decides to take back products due to Buyerʼs failure to fulfil any of his obligations.

6 Dissolution and return of products

6.1 The Buyer may amend or cancel an order only with the Designerʼs prior consent. If the Designer has already incurred costs or will incur costs as a result of the amendment or cancellation, Buyer agrees to pay these costs.

6.2 In the event of Distant Purchase, the Buyer will have the right to dissolve the purchase in writing, without stating any reason, within fourteen working days of receipt of the product. If the purchase price has already been paid, it will be repaid as soon as possible but no later than thirty days after the dissolution, unless the Designer has reason to believe that the products returned have already been opened or used, or have been damaged due to any act on the part of the Buyer.

6.3 Article 6.2 will not apply to the Distant Purchase of:

  1. products whose price is subject to fluctuations on the financial and raw materials market beyond the Designerʼs control;
  2. products that:
    • were produced in accordance with the Buyerʼs specifications;
    • are of a personal nature;
    • cannot be resold; or
    • are subject to rapid spoilage or ageing.
    • audio and video recordings and software if the seal has been broken by the Buyer;
    • newspapers or magazines; or
    • services provided with the Consumerʼs approval before the end of the period of seven working days.

6.4 After making a webshop purchase, the customer normally has the right to return the item within 14 days and receive a refund. Twine Jewelry, however, makes personalised jewelry based on what the customer designs online. In this case the customer can not send the product back, unless:

  1. The quality of the article isn’t good, such as when:
    • The article is not manufactured in the chosen material.
    • The article is damaged.

6.5 Products delivered may be returned only with the Designerʼs prior written consent, whereby the Designer will have the right to give instructions regarding the manner of shipment. The direct costs involved in the return shipment of the products in the context of this Article will be payable by the Buyer, unless expressly agreed otherwise in writing.

7 Payment

7.1 The Designer may at any time demand full or partial payment in advance or cash on delivery.

7.2 If products are delivered on account, the invoice amount must be paid within 14 days, without the Buyer being entitled to any discount or setoff.

7.3 If the Designer has not received full payment at the end of the payment period, the Buyer will be in default and will owe interest equal to the statutory interest rate that applies to consumer or business transactions, depending on the nature of the Buyer. All costs incurred by the Designer in connection with late payment, such as procedural costs and judicial and extrajudicial costs, including the costs of legal assistance, bailiffs and debt collection agencies, will be payable by the Buyer. The extrajudicial costs are set at a minimum of 10% of the invoice amount, subject to a minimum of € 175, excluding VAT.

8 Right of suspension and dissolution

8.1 In addition to the provisions regarding force majeure and the provisions of Article 6, the Designer will have the right to suspend (in full or in part) the performance of its obligations under all agreements that exist between the parties or to dissolve those agreements in full or in part without any notice of default or judicial intervention being required:

  1. if the Buyer is in default or the Designer has good reason to believe that the Buyer will not perform its obligations in full and/or in time;
  2. in the event of liquidation, a suspension of payment, a petition for a suspension of payment, bankruptcy or debt rescheduling, or any other circumstance as a result of which the Buyer can no longer freely dispose of its capital; or
  3. if circumstances occur as a result of which it is impossible to perform the agreement or the Designer cannot reasonably be required to continue the agreement in an unamended form.

8.2 In the cases referred to in paragraph 8.1, any obligations of the Buyer will furthermore fall due immediately and the Designer will not be required to pay any damages. The latter will not apply in the event of dissolution on the grounds of circumstances for which the Consumer cannot be blamed.

9 Guarantees and complaints

9.1 The products to be supplied by the Designer will meet the customer requirements and standards that can reasonably be set at the moment of delivery and for which they are intended in the event of normal use. If applicable, guarantee provisions of suppliers and third parties, such as producers and importers, will apply to the products supplied by the Designer.

9.2 In the event of use outside the Netherlands, the Buyer itself must verify whether the products are suitable for use there and whether they meet the conditions and the applicable statutory and other requirements.

9.3 Any claim of a defective product must be made in writing to the Designer. The claim must describe the nature of the defect, whether it is internal or external, the effect of the claimed defect on the performance or appearance of the product, and the percentage of the shipment affected by the claimed defect. Buyer must make such claim within ten days of receipt of products. In the case of Consumer Purchase, a two-month period applies after purchase.

9.4 If it has been proven that a product is not in conformity with the agreement and the complaint was filed in a timely manner, the Designer may, at its option, replace the product in question, arrange for repairs, or refund the invoice price plus any shipping costs paid.

9.5 All data, designs and images regarding colours, materials, dimensions and finishing will be for information purposes only. Divergences will not be reason for rejection, discount, dissolution of the agreement or damages if such divergences are minor.

10 Intellectual property rights

10.1 The Buyer expressly acknowledges that all intellectual and/or industrial property rights associated with the products, materials and information made available to the Buyer by the Designer, including samples, packaging, labels and designs (and their appearance), the composition and/or specifications of samples, products and semi-finished products, as well as technical and commercial know-how, models, moulds, designs and patterns, vest in the Designer, its supplier or other parties entitled.

10.2 If and insofar as the Designer manufactures products or packaging on the basis of express instructions given by the Buyer, such as specifications, designs, sketches, models or patterns provided by the Buyer, the Buyer warrants that no third-party rights will be infringed. The Buyer indemnifies the Designer against any third-party claims in this context and will reimburse all costs incurred by the Designer in connection with such claims.

11 Liability for damage

11.1 The Designer will not be liable for damage caused:

  1. by incompetent use of the products delivered or use for a purpose other than that for which they are suitable by objective standards;
  2. by because the Designer used incorrect or incomplete data provided by or on behalf of the Buyer;
  3. by third parties engaged in a performance of the agreement at the Buyerʼs request or with the Buyerʼs consent;
  4. by materials or services provided by third parties at the Buyerʼs request or with the Buyerʼs consent; or
  5. by misunderstandings, damage, delays or the improper receipt of orders and notifications due to the use of the Internet or any other means of communication (whether or not electronic).

11.2 Only direct loss attributable to the Designer will qualify for compensation. Any and all liability for indirect loss, including but not limited to consequential loss, loss of profits, damaged or lost data or materials, and loss of proceeds is excluded. In the case of Consumer Purchase the scope of this provision will be limited to that permitted under Article 7:24(2) of the Dutch Civil Code.

11.3 Insofar as the Designer is liable for the reimbursement of loss, that loss will be limited to the invoice amount for the delivery or partial delivery in question, with the understanding that that amount will not exceed € 45,000 and will in any event be limited to the amount that the Designerʼs insurer pays the Designer in the case in question.

11.4 The Buyer indemnifies the Designer against any and all claims from third parties that incur losses in connection with the performance of the agreement and for the cause of which the Buyer is to blame.

11.5 The limitations recorded in Article 11.1 to 11.14 will not apply:
a. if the loss is due to intent or gross negligence on the part of the Designer or its executive or non-executive subordinates;
b. in the event of product liability towards a Consumer within the meaning of Book 6, Part 3, Chapter 3, of the Dutch Civil Code.

11.6 Products sold by Designer are not suited to be used as toys or to be given to children. The products should not come in contact with electricity or food and drink and should be kept away from heat.

12 Force majeure

12.1 If the Designer is unable to perform the agreement due to an event of force majeure, it will have the right to suspend its obligations until the event of force majeure has ended. If that period lasts longer than two months, either of the parties will have the right to dissolve the agreement with respect to the products affected by the event of force majeure, without being required to compensate the loss incurred by the other party. In that case the Buyer will be required to pay for the products already delivered.

12.2 In these General Conditions, ʻforce majeureʼ means, among other things, in addition to the definition of that term in the law and in case law, all external causes beyond the Designerʼs control, either foreseen or unforeseen, as a result of which the Designer is unable to fulfil its obligations.

13 Dutch law and competent court

13.1 This Agreement is governed by Dutch law, even if an obligation is performed abroad in full or in part or if the Buyer has its place of residence there. The applicability of the Vienna Sales Convention is excluded.

13.2 In the event of disputes, the court of the place nearest to where the Designer has its registered office will be the competent court, unless mandatory rules of law provide otherwise. The Designer will nevertheless have the right to submit the dispute to the court that has jurisdiction according to the law.

13.3 The parties will submit a dispute to the court only after they have made every effort to settle the dispute in consultation.

14 Other provisions

14.1 Amendments and/or additions to these General Conditions will be valid and applicable only if recorded in writing and agreed to by the Designer in writing. If the Designer uses additional conditions or any provisions that conflict with these General Conditions, the validity and applicability of other provisions of these General Conditions is not affected. If any part of these General Conditions is determined to be invalid, illegal, or unenforceable, the remainder of the General Conditions will remain in effect. Failure by the Designer to enforce any part of the General Conditions at any time does not release Buyer from its obligation to adhere to the remaining provisions of the General Conditions, nor does it waive Designerʼs right to enforce that part of the General Conditions at a later time.