Terms of service

Last updated: December 15, 2025

COMPANY DETAILS

FragranceGems
Chamber of Commerce (KvK) number: 97698334
VAT number: NL005283094B75
Address: IJsselstroom 33, Zoetermeer, 2721AW, Netherlands
Email: info@fragrance-gems.nl
Phone: +31 6 39 33 84 42
Availability: Monday to Friday, 09:00 - 20:00 (CET)

ARTICLE 1 - DEFINITIONS

In these terms and conditions, the following definitions apply:

  • Consumer: a natural person who is not acting for purposes related to their trade, business, craft, or profession
  • Trader:  FragranceGems
  • Agreement: a sales agreement between the trader and the consumer
  • Webshop: fragrance-gems.nl
  • Cooling-off period: the period within which the consumer can make use of their right of withdrawal
  • Right of withdrawal: the option for the consumer to cancel the agreement within the cooling-off period

ARTICLE 2 - APPLICABILITY

  1. These terms and conditions apply to every offer made by FragranceGems and to every agreement concluded between FragranceGems and a consumer.
  2. By placing an order, you agree to these terms and conditions.
  3. These terms and conditions are made available prior to the conclusion of the agreement and can be sent free of charge electronically upon request.
  4. Deviations from these terms and conditions are only valid if explicitly agreed to in writing.

ARTICLE 3 - THE OFFER

All offers are without obligation, unless stated otherwise.
The offer contains an accurate description of the products offered.
We strive for the most accurate representation possible. Images are indicative; colors may differ due to screen settings.
Product descriptions may be changed at any time.
Offers are valid while stocks last, unless stated otherwise.

Prices
All prices are final prices for consumers, including all levies. No additional costs will be added to the prices shown.

ARTICLE 4 - THE AGREEMENT

  1. The agreement is concluded at the moment the consumer accepts the offer and meets the conditions set therein.
  2. After placing your order, you will receive an order confirmation by email.
  3. The agreement is only binding after our written confirmation (order confirmation).
  4. FragranceGems reserves the right to refuse orders or to attach conditions to delivery.
  5. We cannot be held liable for non-delivery due to incorrect or incomplete contact details provided.

ARTICLE 5 - PRICES AND PAYMENT

  • All prices are final prices for consumers, including all levies. No additional costs will be added to the prices shown. Shipping costs will be clearly stated before completing the order.

  • Prices may be changed without prior notice. The price applicable at the time of ordering shall apply.

  • Payment is made via the payment methods offered in the webshop.

  • If payment is not received on time, you will receive a payment reminder with a 14-day payment term.

  • After this term has expired, you will owe statutory interest and any extrajudicial collection costs.

ARTICLE 6 - SHIPPING AND DELIVERY

Shipping costs and delivery times

  • Shipping costs will be clearly stated before you complete your order.

  • Delivery takes place within the Netherlands, unless otherwise agreed.

  • The delivery time is 3–6 business days after payment, unless stated otherwise.

  • Stated delivery times are indicative; exceeding them does not entitle you to compensation.

Transfer of risk

  • The risk of loss or damage to products only transfers to the consumer once the product has been delivered according to the shipping carrier.

  • If the consumer chooses a carrier that we do not offer, the risk remains with us until the product has been delivered according to the shipping carrier.

Non-delivery

  • If delivery proves impossible due to circumstances beyond our control, we will inform you of this.

  • In that case, you have the right to terminate the agreement free of charge.

ARTICLE 7 - RIGHT OF WITHDRAWAL (14-DAY COOLING-OFF PERIOD)

Withdrawal period

  • You have the right to withdraw from the agreement within 14 days without giving any reason.

  • The withdrawal period begins on the day after you receive the product.

  • During the cooling-off period, you must handle the product and its packaging with care.

Exercising the right of withdrawal

You may exercise your right of withdrawal by informing us via:

Email: info@fragrance-gems.nl
Phone: +31 6 39 33 84 42
Postal address: IJsselstroom 33, Zoetermeer, 2721AW, Netherlands

You may use the model withdrawal form for this purpose (at the bottom of these terms).

Consequences of withdrawal

  • After a valid withdrawal, you will receive the full order amount back, including the standard shipping costs.

  • The costs of returning the item are at your own expense, unless we agree otherwise.

  • Refunds will be made within 14 days of receiving the returned item.

Exceptions to the right of withdrawal (Important for perfumes)

Pursuant to article 6:230p paragraph 2 sub b of the Dutch Civil Code:

  • Perfumes whose seal has been broken, or which are excluded under our return policy, cannot be returned for reasons of hygiene and health protection.

  • You may only return perfumes if they are unopened, unused, and in their original packaging.

Want to test a perfume?

  • Contact us in advance at info@fragrance-gems.nl

  • You may request a sample (subject to availability).

  • Opened perfumes cannot be returned.

ARTICLE 8 - RETURNING PRODUCTS

Return conditions

  • Products must be returned in their original, undamaged condition and packaging.

  • Include the return form or the order confirmation with the return shipment.

  • You must return the product within 14 days of your notice of withdrawal.

  • Keep proof of shipment of your return in a safe place.

  • Return costs are at your own expense, unless it concerns a defective or incorrectly delivered product.

Refund

  • Upon receipt, the return shipment will be inspected within 3–5 business days.

  • Refunds are made using the same payment method as the original order.

  • In the event of damage or signs of use, a reduction in value may be applied.

ARTICLE 9 - WARRANTY AND CONFORMITY

  1. All products meet the usual requirements and standards.

  2. Defects that arise within 6 months of delivery are presumed to have already existed at the time of delivery.

  3. FragranceGems guarantees that products conform to the agreement.

  4. In the event of non-conformity, you are entitled to:

    • Free repair or replacement, or
    • Termination of the agreement or a price reduction

  5. The warranty lapses in the event of:

    • Incorrect or careless use
    • Repairs carried out by third parties without permission
    • Normal wear and tear

ARTICLE 10 - COMPLAINTS AND DISPUTES

Complaints procedure

  1. Complaints about products or services can be submitted via:

  2. We aim to resolve complaints within 14 days.

  3. For more complex complaints, you will receive an acknowledgment of receipt and an indication of the resolution timeline within 14 days.

Disputes Committee

  1. FragranceGems is affiliated with the Stichting WebwinkelKeur.
  2. If a complaint cannot be resolved to mutual satisfaction, you may submit it to:

The Disputes Committee (De Geschillencommissie):
https://www.degeschillencommissie.nl/

  1. Disputes may also be submitted to the European ODR platform: https://consumer-redress.ec.europa.eu/dispute-resolution-bodies

ARTICLE 11 - INTELLECTUAL PROPERTY

  1. All intellectual property rights to the content, design, logos, and trademarks belong to FragranceGems or its licensors.
  2. It is not permitted to copy, distribute, or reproduce content without written permission.
  3. Trade names and trademarks of third parties are the property of their respective rights holders.

ARTICLE 12 - PRIVACY AND DATA PROCESSING

  1. FragranceGems processes personal data in accordance with the General Data Protection Regulation (GDPR).

  2. For more information, please see our Privacy Policy: https://fragrance-gems.nl/pages/privacyverklaring

  3. We process your data only for:

    • Order fulfillment
    • Customer service
    • Newsletters (with consent)

  4. Your data is not sold to third parties.

  5. You have the right to access, correct, and delete your data.

ARTICLE 13 - LIABILITY

  1. FragranceGems is only liable for direct damage demonstrably caused by our attributable failure.
  2. Liability is limited to the amount of the order, with a maximum of €500.
  3. We are not liable for indirect damage, consequential damage, or loss of profit.
  4. Liability for errors on the website is excluded, except in cases of intent or gross negligence.

ARTICLE 14 - FORCE MAJEURE

  1. In the event of force majeure, we are not obliged to fulfill our obligations.
  2. Force majeure includes: natural disasters, war, strikes, pandemics, transport or delivery problems, and government measures.
  3. In the event of force majeure lasting longer than 90 days, both parties may terminate the agreement in writing.

ARTICLE 15 - APPLICABLE LAW AND COMPETENT COURT

  1. Dutch law applies to all agreements.
  2. The court in the district of FragranceGems' place of business (The Hague) has jurisdiction, unless the law provides otherwise.
  3. Consumers may also choose the court in their own place of residence.

ARTICLE 16 - AMENDMENT OF TERMS

  1. FragranceGems reserves the right to amend these terms and conditions.
  2. Changes will be published on the website and take effect from the date of publication.
  3. The terms and conditions applicable at the time of ordering shall apply.

ARTICLE 17 - FINAL PROVISIONS

  1. If any provision of these terms and conditions is void, the remaining provisions shall remain in force.
  2. In the event of ambiguity regarding interpretation, or situations not covered by these terms and conditions, Dutch consumer law shall be leading.

APPENDIX: MODEL WITHDRAWAL FORM

To:
FragranceGems
IJsselstroom 33
Zoetermeer, 2721AW, Netherlands
Email: info@fragrance-gems.nl

Subject: Withdrawal of order

I hereby inform you that I am exercising my right of withdrawal regarding the order below:

  • Order number: ______________________
  • Ordered on: ______________________
  • Received on: ______________________
  • Product(s): ______________________

Name of consumer: ______________________
Address: ______________________
Postal code + city: ______________________
Email: ______________________
Phone number: ______________________

Signature (only when submitting on paper): ______________________
Date: ______________________

Do you have questions about these terms and conditions?
Please contact us at info@fragrance-gems.nl or call +31 6 39 33 84 42

IJsselstroom 33, Zoetermeer, 2721AW, Netherlands

© 2025 FragranceGems | All rights reserved