Customer service

We strive to deliver your packaging as quickly as possible. When completing your order you can choose to ship with PostNL. You can also collect the order free of charge from our warehouse.

On the day of shipment, you will receive an email with the track & trace number of your order in the early evening.
With this number you can easily track your order via the PostNL website.

Regarding the delivery time:

If you place your order before 3:00 PM on workdays, it will be shipped the same day.
Orders placed after 3:00 PM on working days, weekends or public holidays will be shipped the next working day.

If you cannot receive your package:

PostNL will first try to deliver the package to the neighbors.
If this is not possible, you will receive a digital update from PostNL about your package.
PostNL no longer leaves physical notes in the letterbox.

Would you like to choose your own delivery time or location?

If the proposed delivery time by PostNL is not convenient, you can adjust this yourself in the PostNL app or on the website.
For example, you can choose a different delivery location.
This option is available until 6:00 AM on the day of delivery.
Pick up at a PostNL collection point (only in the Netherlands):

If you have not received your package:

If something went wrong with the shipment, please contact our customer service immediately.
We are happy to help you determine the problem and find a solution.

Returns

At Cupplus.nl we strive to ensure that you are completely satisfied with your purchase. However, if you are not satisfied with a product you have received, you can return it according to the guidelines below.

Returns Policy

• You have 30 days to submit a return request from the date of receipt of your order.
• The product must be unused and in the same condition as it was received, including all original tags and packaging.
• Returns must be accompanied by a returns form, which you can download from our website.
• The costs and responsibility for returning the product lie with the customer, unless otherwise stated.
• Once we have received and inspected the returned product, we will issue a refund or exchange, depending on your preference and product availability.

How to submit a return request

To submit a return request, follow the steps below:

1. Go to our website and log in to your account.

2. Navigate to the "My Orders" page and locate the order in question.

3. Click on the "Return" option next to the product you want to return.

4. Complete the return form with the required information.
Submit the returns form and wait for further instructions from our team.

For more information about our returns policy, please contact our customer service via Info@cupplus.nl or 0174-700 209

With us you can pay safely and easily with various payment methods. Below you will find an overview of the available options:

iDEAL: pay directly through your own bank. This payment method is available for Dutch customers.

Apple Pay: Use Apple's convenient and secure payment method through your Apple device.

Google Pay: Pay quickly and easily with Google Pay on your Android device.

UnionPay: use the UnionPay payment method.

Credit card: we accept Visa, Mastercard and American Express.

PayPal: pay via your PayPal account.

All payments are processed securely through our payment provider. Do you have any questions about our payment methods or your payment?

Please feel free to contact us.

Cupplus Europe BV, located at ABC Westland 248, 2685 DE Poeldijk, is responsible for the processing of personal data as shown in
this privacy statement.
Contact details:
https://www.cupplus.nl
ABC Westland 248, 2685 DE Poeldijk
+0174 700 209

Personal data that we process
Cupplus Europe BV processes your personal data because you use our services and/or because you provide them to us yourself. Below you'll find
an overview of the personal data we process:
- First and last name
- Address data
- Phone number
- E-mail address
- Other personal data that you actively provide, for example by creating a profile on this website, in correspondence and by telephone
- Location data
- Bank account number

Special and/or sensitive personal data that we process
Our website and/or service does not intend to collect data about website visitors who are younger than 16 years of age. Unless they have permission from parents or guardians. However, we cannot check whether a visitor is older than 16. We therefore recommend that parents be involved in the online activities of their children, in order to prevent data about children from being collected without parental consent. If you are convinced that we have collected personal information about a minor without this consent, please contact us at Info@cupplus.nl and we will delete this information.

For what purpose and on what basis do we process personal data?
Cupplus Europe BV processes your personal data for the following purposes:
- Handling your payment
- To be able to call or email you if this is necessary to provide our services
- To inform you about changes to our services and products
- Offer you the opportunity to create an account
- To deliver goods and services to you
- Cupplus Europe BV analyzes your behavior on the website in order to improve the website and tailor the range of products and services to
your preferences.
- Cupplus Europe BV also processes personal data if we are legally obliged to do so, such as data that we need for our tax return.

Automated decision making
Cupplus Europe BV makes #responsibility decisions based on automated processing on matters that could have (significant) consequences for
persons. This concerns decisions taken by computer programs or systems, without a human being involved (for example an employee of Cupplus Europe BV). Cupplus Europe BV uses the following computer programs or systems:

-Shopify (Webshop)

-Google Analytics

How long we keep personal data
Cupplus Europe BV does not store your personal data for longer than is strictly necessary to achieve the purposes for which your data is collected. We use the following retention periods for the following (categories) of personal data:

We keep your data as long as you are a customer with us. If you no longer wish to use our services, you can indicate this and we will delete your data. However, we must keep invoices with your personal data due to administrative obligations. Employees no longer have access to your client profile and documents that we have created for you. We do not store personal data that you provide to us to contact us or to request our services for longer than is necessary.

Sharing personal data with third parties
Cupplus Europe BV does not sell your data to third parties and only provides it if this is necessary for the execution of our agreement with you or to comply with a legal obligation. We enter into a processor agreement with companies that process your data on our behalf to ensure the same level of security and confidentiality of your data. Cupplus Europe BV remains responsible for these processes. Cookies, or similar techniques, that we use
Cupplus Europe BV uses functional, analytical and tracking cookies. A cookie is a small text file that is stored in the browser of your computer, tablet or smartphone when you first visit this website.

Cupplus Europe BV uses cookies with a purely technical functionality. These ensure that the website works properly and that, for example, your preference settings are remembered. These cookies are also used to ensure that the website works properly and to optimize it.

We also place cookies that track your surfing behavior so that we can offer customized content and advertisements. On your first visit to our website, we already informed you about these cookies and asked permission to place them. You can unsubscribe from cookies by setting your internet browser so that it no longer stores cookies. In addition, you can also delete all information previously stored via the settings of your browser. For an explanation see:
https://veiliginternetten.nl/themes/situation/cookies-wat-zijn-het-en-wat-doe-ik-ermee/

Cookies are also placed on this website by third parties. These are, for example, advertisers and/or social media companies.

View, adjust or delete data
You have the right to view, correct or delete your personal data. You can do this yourself via the personal settings of your account. In addition, you have the right to withdraw your consent to data processing or to object to the processing of your personal data by our company and you have the right to data portability. This means that you can submit a request to us to send the personal data we have about you in a computer file to you or another organization mentioned by you.

If you would like to exercise your right to object and/or right to data portability or if you have other questions/comments about data processing, please send a specified request to Info@cupplus.nl. To ensure that the request for access has been made by you, we ask you to enclose a copy of your proof of identity with the request. Make your passport photo, MRZ (machine readable zone, the strip with numbers at the bottom of the passport), passport number and Citizen Service Number (BSN) black in this copy. This is to protect your privacy. Cupplus Europe BV will respond to your request as soon as possible, but in any case within four weeks
respond to request. Cupplus Europe BV would also like to point out that you have the option to file a complaint with the national supervisory authority, the
Dutch Data Protection Authority. This can be done via the following link: https://autoriteitpersoonsgegevens.nl/nl/contact-met-de-autoriteit-persoonsgegevens/tip-ons

Cookies are also placed on this website by third parties. These are, for example, advertisers and/or social media companies.

How we protect personal data
Cupplus Europe BV takes the protection of your data seriously and takes appropriate measures to prevent misuse, loss, unauthorized access, unwanted
to prevent disclosure and unauthorized modification. If you have the impression that your data is not properly secured or there are indications of misuse,
please contact our customer service or via Info@cupplus.nl

Table of contents

Article 1 - Definitions
Article 2 - Identity of the entrepreneur
Article 3 - Applicability
Article 4 - The offer
Article 5 - The agreement
Article 6 - Right of withdrawal
Article 7 - Costs in case of withdrawal
Article 8 - Exclusion of right of withdrawal
Article 9 - The price
Article 10 - Conformity and warranty
Article 11 - Delivery and execution
Article 12 - Duration transactions: duration, cancellation and extension
Article 13 - Payment
Article 14 - Complaints procedure
Article 15 - Disputes
Article 16 - Additional or deviating provisions

Article 1 - Definitions

In these conditions the following definitions apply:

Reflection period: the period within which the consumer can exercise his right of withdrawal; Read all about reflection time

Consumer: the natural person who does not act in the exercise of a profession or business and who enters into a distance contract with the entrepreneur;

Day: calendar day;

Duration transaction: a distance contract relating to a series of products and/or services, the delivery and/or purchase obligation of which is spread over time;

Durable data carrier: any means that enables the consumer or entrepreneur to store information that is addressed to him personally in a way that enables future consultation and unchanged reproduction of the stored information.

Right of withdrawal: the option for the consumer to cancel the distance contract within the cooling-off period;

Model form: the model form for withdrawal that the entrepreneur makes available that a consumer can complete when he wants to exercise his right of withdrawal.

Entrepreneur: the natural or legal person who offers products and/or services remotely to consumers;

Distance agreement: an agreement in which, within the framework of a system organized by the entrepreneur for the distance sale of products and/or services, exclusive use is made of one or more techniques for distance communication up to and including the conclusion of the agreement;

Remote communication technology: means that can be used to conclude an agreement without the consumer and entrepreneur being in the same room at the same time.

General Terms and Conditions: the present General Terms and Conditions of the entrepreneur.

Article 2 - Identity of the entrepreneur

Cupplus Europe BV
ABC Westland 248

2685 DE Poeldijk
The Netherlands

T (017) 470-0209
E Sales@cupplus.nl
Chamber of Commerce

VAT number NL864074165B01

Article 3 - Applicability

These general terms and conditions apply to every offer from the entrepreneur and to every distance contract and orders concluded between the entrepreneur and the consumer.

Before the distance contract is concluded, the text of these general terms and conditions will be made available to the consumer. If this is not reasonably possible, before the distance contract is concluded, it will be indicated that the general terms and conditions can be inspected at the entrepreneur and that they will be sent free of charge as soon as possible at the request of the consumer.

If the distance contract is concluded electronically, notwithstanding the previous paragraph and before the distance contract is concluded, the text of these general terms and conditions can be made available to the consumer electronically in such a way that it can be read by the consumer. can be easily stored on a durable data carrier. If this is not reasonably possible, before the distance contract is concluded, it will be indicated where the general terms and conditions can be viewed electronically and that they will be sent free of charge electronically or otherwise at the request of the consumer.

In the event that, in addition to these general terms and conditions, specific product or service terms and conditions also apply, the second and third paragraphs apply mutatis mutandis and in the event of conflicting general terms and conditions, the consumer can always rely on the applicable provision that is most favorable to him. is.

If one or more provisions in these general terms and conditions are at any time wholly or partially null and void or are annulled, the remainder of the agreement and these terms and conditions will remain in force and the provision in question will be immediately replaced in mutual consultation by a provision that of the original as closely as possible.

Situations that are not regulated in these general terms and conditions must be assessed 'in the spirit' of these general terms and conditions.

Any uncertainties regarding the interpretation or content of one or more provisions of our terms and conditions must be interpreted 'in the spirit' of these general terms and conditions.

Article 4 - The offer

If an offer has a limited period of validity or is made subject to conditions, this will be expressly stated in the offer.

The offer is without obligation. The entrepreneur is entitled to change and adapt the offer.

The offer contains a complete and accurate description of the products and/or services offered. The description is sufficiently detailed to enable a good assessment of the offer by the consumer. If the entrepreneur uses images, these are a true representation of the products and/or services offered. Obvious mistakes or errors in the offer do not bind the entrepreneur.

All images and specifications in the offer are indicative and cannot give rise to compensation or termination of the agreement.

Images of products are a true representation of the products offered. The entrepreneur cannot guarantee that the colors displayed correspond exactly to the real colors of the products.

Each offer contains such information that it is clear to the consumer what the rights and obligations are associated with accepting the offer. This concerns in particular:

Article 5 - The agreement

The agreement is concluded, subject to the provisions of paragraph 4, at the time of acceptance by the consumer of the offer and compliance with the conditions set.

If the consumer has accepted the offer electronically, the entrepreneur will immediately confirm receipt of the acceptance of the offer electronically. As long as the agreement of this acceptance has not been confirmed by the entrepreneur, the consumer can terminate the agreement.

If the agreement is concluded electronically, the entrepreneur will take appropriate technical and organizational measures to secure the electronic transfer of data and ensure a secure web environment. If the consumer can pay electronically, the entrepreneur will take appropriate security measures.

The entrepreneur can - within legal frameworks - inform himself whether the consumer can meet his payment obligations, as well as all those facts and factors that are important for a responsible conclusion of the distance contract. If, based on this investigation, the entrepreneur has good reasons not to enter into the agreement, he is entitled to refuse an order or request with reasons or to attach special conditions to the execution.

The entrepreneur will send the following information to the consumer with the product or service, in writing or in such a way that it can be stored by the consumer in an accessible manner on a durable data carrier:

In the case of a duration transaction, the provision in the previous paragraph only applies to the first delivery.

Every agreement is entered into under the conditions precedent of sufficient availability of the products in question.

Article 6 - Right of withdrawal

When delivering products:

When purchasing products, the consumer has the option to terminate the agreement without giving reasons within 14 days. This reflection period commences on the day after receipt of the product by the consumer or a representative designated in advance by the consumer and made known to the entrepreneur.

During the cooling-off period, the consumer will handle the product and packaging with care. He will only unpack or use the product to the extent necessary to assess whether he wishes to keep the product. If he exercises his right of withdrawal, he will return the product to the entrepreneur with all accessories supplied and - if reasonably possible - in the original condition and packaging, in accordance with the reasonable and clear instructions provided by the entrepreneur.

If the consumer wishes to exercise his right of withdrawal, he is obliged to inform the entrepreneur of this within 14 days of receipt of the product. The consumer must make this known using the model form or by means of another means of communication such as by e-mail. After the consumer has indicated that he wishes to exercise his right of withdrawal, the customer must return the product within 14 days. The consumer must prove that the delivered goods have been returned on time, for example by means of proof of shipment.

If, after the expiry of the periods referred to in paragraphs 2 and 3, the customer has not indicated that he wishes to exercise his right of withdrawal or has not returned the product to the entrepreneur, the purchase is a fact.

When providing services:

When providing services, the consumer has the option to terminate the agreement without giving reasons for at least 14 days, starting on the day of entering into the agreement.

To exercise his right of withdrawal, the consumer will follow the reasonable and clear instructions provided by the entrepreneur with the offer and/or at the latest upon delivery.

Article 7 - Costs in case of withdrawal

If the consumer exercises his right of withdrawal, a maximum of the costs of return will be borne by him.

If the consumer has paid an amount, the entrepreneur will refund this amount as soon as possible, but no later than within 14 days after cancellation. This is subject to the condition that the product has already been received back by the online retailer or that conclusive proof of complete return can be provided. Refunds will be made via the same payment method used by the consumer unless the consumer expressly consents to another payment method.

If the product is damaged due to careless handling by the consumer himself, the consumer is liable for any reduction in value of the product.

The consumer cannot be held liable for depreciation of the product if the entrepreneur has not provided all legally required information about the right of withdrawal, this must be done before concluding the purchase agreement.

Article 8 - Exclusion of right of withdrawal

The entrepreneur can exclude the consumer's right of withdrawal for products as described in paragraphs 2 and 3. The exclusion of the right of withdrawal only applies if the entrepreneur has clearly stated this in the offer, at least in time before concluding the agreement.

Exclusion of the right of withdrawal is only possible for products:

Exclusion of the right of withdrawal is only possible for services:

Article 9 - The price

During the period of validity stated in the offer, the prices of the products and/or services offered will not be increased, except for price changes as a result of changes in VAT rates.

Notwithstanding the previous paragraph, the entrepreneur may offer products or services with variable prices, the prices of which are subject to fluctuations in the financial market and over which the entrepreneur has no influence. This liability to fluctuations and the fact that any prices stated are target prices are stated in the offer.

Price increases within 3 months after the conclusion of the agreement are only permitted if they are the result of legal regulations or provisions.

Price increases from 3 months after the conclusion of the agreement are only permitted if the entrepreneur has stipulated this and:

The prices stated in the offer of products or services include VAT.

All prices are subject to printing and typographical errors. No liability is accepted for the consequences of printing and typographical errors. In the event of printing and typographical errors, the entrepreneur is not obliged to deliver the product at the incorrect price.

Article 10 - Conformity and warranty

The entrepreneur guarantees that the products and/or services comply with the agreement, the specifications stated in the offer, the reasonable requirements of reliability and/or usability and the legal provisions existing on the date of the conclusion of the agreement and /or government regulations. If agreed, the entrepreneur also guarantees that the product is suitable for other than normal use.

A guarantee provided by the entrepreneur, manufacturer or importer does not affect the legal rights and claims that the consumer can assert against the entrepreneur under the agreement.

Any defects or incorrectly delivered products must be reported to the entrepreneur in writing within 2 months after discovery of the defect.

The entrepreneur's warranty period corresponds to the manufacturer's warranty period. However, the entrepreneur is never responsible for the ultimate suitability of the products for each individual application by the consumer, nor for any advice regarding the use or application of the products.

The warranty does not apply if:

Article 11 - Delivery and execution

The entrepreneur will exercise the utmost care when receiving and executing orders for products and when assessing applications for the provision of services.

The place of delivery is the address that the consumer has provided to the company.

Taking into account what is stated in paragraph 4 of this article, the company will execute accepted orders expeditiously, but no later than within 30 days, unless the consumer has agreed to a longer delivery period. If delivery is delayed, or if an order cannot be fulfilled or can only be partially fulfilled, the consumer will be notified of this no later than 30 days after he has placed the order. In that case, the consumer has the right to terminate the agreement without costs. The consumer is not entitled to compensation.

All delivery times are indicative. The consumer cannot derive any rights from any stated periods. Exceeding a term does not entitle the consumer to compensation.

In the event of dissolution in accordance with paragraph 3 of this article, the entrepreneur will refund the amount paid by the consumer as soon as possible, but no later than within 14 days after dissolution.

If delivery of an ordered product proves to be impossible, the entrepreneur will make every effort to make a replacement item available. No later than upon delivery, it will be stated in a clear and understandable manner that a replacement item will be delivered. For replacement items right of withdrawal can not be excluded. The costs of any return shipment are borne by the entrepreneur.

The risk of damage and/or loss of products rests with the entrepreneur until the moment of delivery to the consumer or a representative designated in advance and made known to the entrepreneur, unless expressly agreed otherwise.

Article 12 - Duration transactions: duration, cancellation and extension

Termination

The consumer can terminate an agreement that has been entered into for an indefinite period and that extends to the regular delivery of products (including electricity) or services at any time, taking into account the agreed cancellation rules and a notice period of no more than one month.

The consumer can terminate an agreement that has been entered into for a fixed period and which extends to the regular delivery of products (including electricity) or services at any time towards the end of the fixed duration, taking into account the agreed cancellation rules and a notice period of at least maximum one month.

The consumer can terminate the agreements referred to in the previous paragraphs:

Extension

An agreement that has been entered into for a specific period and that extends to the regular delivery of products (including electricity) or services may not be tacitly extended or renewed for a specific period.

Notwithstanding the previous paragraph, an agreement that has been entered into for a fixed period and which extends to the regular delivery of daily news and weekly newspapers and magazines may be tacitly extended for a fixed period of up to three months, if the consumer refuses to accept this extended agreement. may terminate the extension with a notice period of no more than one month.

An agreement that has been entered into for a definite period and that extends to the regular delivery of products or services may only be tacitly extended for an indefinite period if the consumer may cancel at any time with a notice period of no more than one month and a notice period of no more than three months if the agreement extends to the regular, but less than once a month, delivery of daily, news and weekly newspapers and magazines.

A limited-term agreement for the regular delivery of daily, news and weekly newspapers and magazines for introductory purposes (trial or introductory subscription) is not tacitly continued and ends automatically after the trial or introductory period.

Duration

If an agreement has a duration of more than one year, the consumer may terminate the agreement at any time after one year with a notice period of no more than one month, unless reasonableness and fairness oppose termination before the end of the agreed duration.

Article 13 - Payment

Unless otherwise agreed, the amounts owed by the consumer must be paid within 7 working days after the commencement of the reflection period referred to in Article 6, paragraph 1. In the case of an agreement to provide a service, this period commences after the consumer has received confirmation of the agreement.

The consumer has the obligation to immediately report any inaccuracies in payment details provided or stated to the entrepreneur.

In the event of non-payment by the consumer, the entrepreneur has the right, subject to legal restrictions, to charge the reasonable costs communicated to the consumer in advance.

Article 14 - Complaints procedure

The entrepreneur has a sufficiently publicized complaints procedure and handles the complaint in accordance with this complaints procedure.

Complaints about the implementation of the agreement must be submitted fully and clearly described to the entrepreneur within 2 months after the consumer has discovered the defects.

Complaints submitted to the entrepreneur will be answered within a period of 14 days from the date of receipt. If a complaint requires a foreseeably longer processing time, the entrepreneur will respond within 14 days with an acknowledgment of receipt and an indication of when the consumer can expect a more detailed answer.

If the complaint cannot be resolved by mutual agreement, a dispute arises that is subject to the dispute settlement procedure.

In case of complaints, a consumer must first contact the entrepreneur. If the online store is affiliated with Stichting WebwinkelKeur and for complaints that cannot be resolved by mutual agreement, the consumer must contact Stichting WebwinkelKeur ( www.webwinkelkeur.nl ), which will mediate free of charge. Check whether this online store has a current membership via https://www.webwinkelkeur.nl/ledenlijst/ . If a solution is not yet found, the consumer has the option to have his complaint handled by the independent dispute committee appointed by Stichting WebwinkelKeur, the decision of which is binding and both the entrepreneur and the consumer agree to this binding decision. Submitting a dispute to this dispute committee involves costs that must be paid by the consumer to the relevant committee. It is also possible to register complaints via the European ODR platform ( http://ec.europa.eu/odr ).

A complaint does not suspend the obligations of the entrepreneur, unless the entrepreneur indicates otherwise in writing.

If a complaint is found to be justified by the entrepreneur, the entrepreneur will, at his option, replace or repair the delivered products free of charge.

Article 15 - Disputes

Agreements between the entrepreneur and the consumer to which these general terms and conditions apply are exclusively governed by Dutch law. Even if the consumer lives abroad.

The Vienna Sales Convention does not apply.

Article 16 - Additional or deviating provisions

Additional or deviating provisions from these general terms and conditions may not be to the detriment of the consumer and must be recorded in writing or in such a way that they can be stored by the consumer in an accessible manner on a durable data carrier.