Terms of service

Last updated: 19 October 2026

Article 1 — Definitions

In these terms and conditions, the following terms have the meanings given below:

• Ancillary contract: a contract under which the consumer acquires products, digital content and/or services in connection with a distance contract, where these goods, digital content and/or services are supplied by the trader or by a third party on the basis of an arrangement between that third party and the trader;
• Withdrawal period: the period within which the consumer can exercise their right of withdrawal;
• Consumer: a natural person who is not acting for purposes relating to their trade, business, craft or profession;
• Day: calendar day;
• Digital content: data that are produced and supplied in digital form;
• Continuing performance contract: a contract that provides for the regular delivery of goods, services and/or digital content during a specific period;
• Durable medium: any instrument — including email — that enables the consumer or the trader to store information addressed to them personally in a way that allows future consultation or use for a period appropriate to the purpose for which the information is intended, and that allows the unchanged reproduction of the stored information;
• Right of withdrawal: the consumer's option to withdraw from the distance contract within the withdrawal period;
• Trader: the natural or legal person who is a member of Thuiswinkel.org and offers products, (access to) digital content and/or services to consumers at a distance;
• Distance contract: a contract concluded between the trader and the consumer under an organised system for the distance sale of products, digital content and/or services, where exclusive or partial use is made of one or more means of distance communication up to and including the conclusion of the contract;
• Model withdrawal form: the European model withdrawal form included in Annex I to these terms and conditions. Annex I does not have to be made available if the consumer has no right of withdrawal in respect of their order;
• Means of distance communication: a means that can be used to conclude a contract without the consumer and the trader having to be in the same place at the same time.

Article 2 — Identity of the trader

Article 3 — Applicability

1. These general terms and conditions apply to every offer made by the trader and to every distance contract concluded between the trader and the consumer.
2. 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, the trader will indicate, before the distance contract is concluded, how the general terms and conditions can be inspected at the trader's premises and that they will be sent to the consumer free of charge as soon as possible on request.
3. If the distance contract is concluded electronically, then, notwithstanding the previous paragraph and before the distance contract is concluded, the text of these general terms and conditions may be made available to the consumer electronically in such a way that the consumer can easily store it on a durable medium. If this is not reasonably possible, it will be indicated, before the distance contract is concluded, where the general terms and conditions can be consulted electronically and that they will be sent to the consumer free of charge, electronically or otherwise, on request.
4. If specific product or service terms apply in addition to these general terms and conditions, the second and third paragraphs apply accordingly and, in the event of conflicting terms, the consumer can always invoke the applicable provision that is most favourable to them.

Article 4 — The offer

1. If an offer has a limited period of validity or is made subject to conditions, this will be expressly stated in the offer.
2. The offer contains a complete and accurate description of the products, digital content and/or services offered. The description is sufficiently detailed to enable the consumer to assess the offer properly. If the trader uses images, these are a truthful representation of the products, services and/or digital content offered. Obvious mistakes or obvious errors in the offer do not bind the trader.
3. Every offer contains such information that it is clear to the consumer what rights and obligations are attached to accepting the offer.

Article 5 — The contract

1. Subject to the provisions of paragraph 4, the contract is concluded at the moment the consumer accepts the offer and meets the conditions set for it.
2. If the consumer has accepted the offer electronically, the trader will confirm receipt of the acceptance of the offer electronically without delay. As long as the trader has not confirmed receipt of this acceptance, the consumer may dissolve the contract.
3. If the contract is concluded electronically, the trader will take appropriate technical and organisational measures to secure the electronic transfer of data and will ensure a secure web environment. If the consumer can pay electronically, the trader will observe appropriate security measures for this.
4. The trader may, within the legal framework, find out whether the consumer can meet their payment obligations, as well as all facts and factors that are relevant to responsibly entering into the distance contract. If, on the basis of this investigation, the trader has good grounds not to enter into the contract, it is entitled to refuse an order or request, stating its reasons, or to attach special conditions to its performance.
5. No later than on delivery of the product, service or digital content to the consumer, the trader will send the following information, in writing or in such a way that the consumer can store it in an accessible manner on a durable medium:
   1. the visiting address of the trader's establishment where the consumer can go with complaints;
   2. the conditions under which and the manner in which the consumer can exercise the right of withdrawal, or a clear statement that the right of withdrawal is excluded;
   3. the information about guarantees and existing after-sales service;
   4. the price of the product, service or digital content including all taxes; where applicable, the costs of delivery; and the method of payment, delivery or performance of the distance contract;
   5. the requirements for terminating the contract if the contract has a duration of more than one year or is of indefinite duration;
   6. if the consumer has a right of withdrawal, the model withdrawal form.
6. In the case of a continuing performance contract, the provision in the previous paragraph applies only to the first delivery.

Article 6 — Right of withdrawal

For products:

1. The consumer may dissolve a contract relating to the purchase of a product during a withdrawal period of at least 14 days without giving reasons. The trader may ask the consumer for the reason for the withdrawal, but may not oblige them to state their reason(s).
2. The withdrawal period referred to in paragraph 1 starts on the day after the consumer, or a third party designated in advance by the consumer who is not the carrier, has received the product, or:
   1. if the consumer has ordered several products in the same order: the day on which the consumer, or a third party designated by them, has received the last product. Provided the trader has clearly informed the consumer of this before the ordering process, the trader may refuse an order for several products with different delivery times.
   2. if the delivery of a product consists of several shipments or parts: the day on which the consumer, or a third party designated by them, has received the last shipment or the last part;
   3. for contracts for the regular delivery of products during a specific period: the day on which the consumer, or a third party designated by them, has received the first product.

For services and digital content not supplied on a tangible medium:

1. The consumer may dissolve a service contract and a contract for the supply of digital content not supplied on a tangible medium for at least 14 days without giving reasons. The trader may ask the consumer for the reason for the withdrawal, but may not oblige them to state their reason(s).
2. The withdrawal period referred to in paragraph 3 starts on the day after the contract is concluded.

Extended withdrawal period for products, services and digital content not supplied on a tangible medium if the consumer has not been informed about the right of withdrawal:

1. If the trader has not provided the consumer with the legally required information about the right of withdrawal or the model withdrawal form, the withdrawal period expires twelve months after the end of the original withdrawal period determined in accordance with the previous paragraphs of this article.
2. If the trader has provided the consumer with the information referred to in the previous paragraph within twelve months of the start date of the original withdrawal period, the withdrawal period expires 14 days after the day on which the consumer received that information.

Article 7 — Obligations of the consumer during the withdrawal period

1. During the withdrawal period, the consumer will handle the product and its packaging with care. They will only unpack or use the product to the extent necessary to establish the nature, characteristics and functioning of the product. The basic principle is that the consumer may only handle and inspect the product as they would be allowed to in a shop.
2. The consumer is only liable for any diminished value of the product that results from handling the product in a way that goes beyond what is permitted in paragraph 1.
3. The consumer is not liable for any diminished value of the product if the trader did not provide them with all the legally required information about the right of withdrawal before or at the conclusion of the contract.

Article 8 — Exercise of the right of withdrawal by the consumer and its costs

1. If the consumer exercises their right of withdrawal, they will notify the trader of this within the withdrawal period by means of the model withdrawal form or in another unambiguous manner.
2. As soon as possible, but within 14 days from the day following the notification referred to in paragraph 1, the consumer returns the product or hands it over to (an authorised representative of) the trader. This is not necessary if the trader has offered to collect the product itself. The consumer has in any event observed the return period if they return the product before the withdrawal period has expired.
3. The consumer returns the product with all accessories supplied, if reasonably possible in its original condition and packaging, and in accordance with the reasonable and clear instructions provided by the trader.
4. The risk and the burden of proof for the correct and timely exercise of the right of withdrawal lie with the consumer.
5. The consumer bears the direct costs of returning the product. If the trader has not stated that the consumer must bear these costs, or if the trader indicates that it will bear the costs itself, the consumer does not have to bear the costs of returning the product. (Karpet24 pays the return costs: see our returns policy.)
6. If the consumer withdraws after first having expressly requested that the provision of the service, or the supply of gas, water or electricity that has not been made ready for sale in a limited volume or set quantity, begins during the withdrawal period, the consumer owes the trader an amount that is proportionate to the part of the commitment that the trader has fulfilled at the time of withdrawal, compared with full performance of the commitment.
7. The consumer bears no costs for the performance of services or the supply of water, gas or electricity that has not been made ready for sale in a limited volume or quantity, or for the supply of district heating, if:
   1. the trader has not provided the consumer with the legally required information about the right of withdrawal, the reimbursement of costs in the event of withdrawal or the model withdrawal form, or;
   2. the consumer has not expressly requested that the performance of the service or the supply of gas, water, electricity or district heating begins during the withdrawal period.
8. The consumer bears no costs for the full or partial supply of digital content not supplied on a tangible medium, if:
   1. prior to its supply, they did not expressly consent to the performance of the contract beginning before the end of the withdrawal period;
   2. they did not acknowledge that they would lose their right of withdrawal when giving their consent; or
   3. the trader failed to confirm this statement by the consumer.
9. If the consumer exercises their right of withdrawal, all ancillary contracts are dissolved by operation of law.

Article 9 — Obligations of the trader in the event of withdrawal

1. If the trader allows the consumer to give notice of withdrawal electronically, it will send an acknowledgement of receipt without delay after receiving this notice.
2. The trader will reimburse all payments made by the consumer, including any delivery costs charged by the trader for the returned product, without delay and in any case within 14 days following the day on which the consumer notifies it of the withdrawal. Unless the trader offers to collect the product itself, it may wait to refund until it has received the product or until the consumer demonstrates that they have returned the product, whichever is earlier.
3. For the refund, the trader will use the same means of payment that the consumer used, unless the consumer agrees to a different method. The refund is free of charge for the consumer.
4. If the consumer has chosen a more expensive method of delivery than the cheapest standard delivery, the trader does not have to refund the additional costs of the more expensive method.

Article 10 — Exclusion of the right of withdrawal

The trader may exclude the following products and services from the right of withdrawal, but only if the trader has clearly stated this in the offer, or at least in good time before the contract is concluded:

1. Products or services whose price is subject to fluctuations in the financial market over which the trader has no influence and which may occur within the withdrawal period;
2. Contracts concluded during a public auction. A public auction means a method of sale in which products, digital content and/or services are offered by the trader to the consumer who is personally present, or is given the opportunity to be personally present, at the auction, under the direction of an auctioneer, and in which the successful bidder is obliged to purchase the products, digital content and/or services;
3. Service contracts, after full performance of the service, but only if (a) performance has begun with the consumer's express prior consent; and (b) the consumer has stated that they lose their right of withdrawal as soon as the trader has fully performed the contract;
4. Package travel as referred to in Article 7:500 of the Dutch Civil Code and contracts for passenger transport;
5. Service contracts for the provision of accommodation, if the contract provides for a specific date or period of performance, other than for residential purposes, goods transport, car rental services and catering;
6. Contracts relating to leisure activities, if the contract provides for a specific date or period of performance;
7. Products made to the consumer's specifications that are not prefabricated and are made on the basis of an individual choice or decision of the consumer, or that are clearly intended for a specific person (for example rugs cut or made to measure);
8. Products that spoil quickly or have a limited shelf life;
9. Sealed products that are not suitable for return for reasons of health protection or hygiene and whose seal has been broken after delivery;
10. Products that, by their nature, are inseparably mixed with other products after delivery;
11. Alcoholic beverages whose price was agreed when the contract was concluded, but which can only be delivered after 30 days, and whose actual value depends on market fluctuations over which the trader has no influence;
12. Sealed audio or video recordings and computer software whose seal has been broken after delivery;
13. Newspapers, periodicals or magazines, with the exception of subscriptions to them;
14. The supply of digital content other than on a tangible medium, but only if (a) performance has begun with the consumer's express prior consent; and (b) the consumer has stated that they thereby lose their right of withdrawal.

Article 11 — The price

1. 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 resulting from changes in VAT rates.
2. Notwithstanding the previous paragraph, the trader may offer products or services whose prices are subject to fluctuations in the financial market over which the trader has no influence at variable prices. This dependence on fluctuations, and the fact that any prices stated are target prices, will be stated in the offer.
3. Price increases within 3 months of the conclusion of the contract are only permitted if they result from statutory regulations or provisions.
4. Price increases from 3 months after the conclusion of the contract are only permitted if the trader has stipulated this and (a) they result from statutory regulations or provisions; or (b) the consumer has the right to terminate the contract with effect from the day on which the price increase takes effect.
5. The prices stated in the offer of products or services include VAT.

Article 12 — Performance of the contract and additional guarantee

1. The trader guarantees that the products and/or services comply with the contract, the specifications stated in the offer, the reasonable requirements of soundness and/or usability and the statutory provisions and/or government regulations in force on the date the contract was concluded. If agreed, the trader also guarantees that the product is suitable for other than normal use.
2. An additional guarantee provided by the trader, its supplier, manufacturer or importer never limits the statutory rights and claims that the consumer can assert against the trader under the contract if the trader has failed to fulfil its part of the contract.
3. An additional guarantee means any commitment by the trader, its supplier, importer or producer in which it grants the consumer certain rights or claims that go beyond what it is legally obliged to do if it has failed to fulfil its part of the contract.

Article 13 — Delivery and performance

1. The trader will take the greatest possible care when receiving and carrying out orders for products and when assessing requests for the provision of services.
2. The place of delivery is the address that the consumer has given to the trader.
3. With due observance of what is stated in Article 4 of these general terms and conditions, the trader will carry out accepted orders promptly, but no later than within 30 days, unless a different delivery period has been agreed. If delivery is delayed, or if an order cannot be carried out or can only be carried out in part, the consumer will be notified of this no later than 30 days after placing the order. In that case, the consumer has the right to dissolve the contract free of charge and the right to any compensation.
4. After dissolution in accordance with the previous paragraph, the trader will refund the amount the consumer has paid without delay.
5. The risk of damage to and/or loss of products rests with the trader until the moment of delivery to the consumer or to a representative designated in advance and made known to the trader, unless expressly agreed otherwise.

Article 14 — Continuing performance contracts: duration, cancellation and renewal

Cancellation:

1. The consumer may at any time cancel a contract that has been entered into for an indefinite period and that provides for the regular delivery of products (including electricity) or services, subject to the agreed cancellation rules and a notice period of no more than one month.
2. The consumer may at any time cancel a contract that has been entered into for a fixed period and that provides for the regular delivery of products (including electricity) or services, with effect from the end of the fixed period, subject to the agreed cancellation rules and a notice period of no more than one month.
3. The consumer may cancel the contracts referred to in the previous paragraphs (a) at any time, without being limited to cancellation at a particular time or in a particular period; (b) at least in the same way as they entered into them; (c) always with the same notice period as the trader has stipulated for itself.

Renewal:

1. A contract that has been entered into for a fixed period and that provides for the regular delivery of products (including electricity) or services may not be tacitly extended or renewed for a fixed period.
2. Notwithstanding the previous paragraph, a contract that has been entered into for a fixed period and that provides for the regular delivery of daily and weekly newspapers, news magazines and periodicals may be tacitly extended for a fixed period of no more than three months, if the consumer can cancel this extended contract with effect from the end of the extension with a notice period of no more than one month.
3. A contract that has been entered into for a fixed period and that provides for 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. The notice period is no more than three months if the contract provides for the regular, but less than once a month, delivery of daily and weekly newspapers, news magazines and periodicals.
4. A contract of limited duration for the regular delivery of daily and weekly newspapers, news magazines and periodicals by way of introduction (trial or introductory subscription) is not tacitly continued and ends automatically at the end of the trial or introductory period.

Duration:

1. If a contract has a duration of more than one year, the consumer may, after one year, cancel the contract at any time with a notice period of no more than one month, unless reasonableness and fairness preclude cancellation before the end of the agreed term.

Article 15 — Payment

1. Unless otherwise provided in the contract or additional terms, the amounts owed by the consumer must be paid within 14 days of the start of the withdrawal period or, in the absence of a withdrawal period, within 14 days of the conclusion of the contract. In the case of a contract for the provision of a service, this period starts on the day after the consumer has received confirmation of the contract.
2. When products are sold to consumers, the consumer may never be obliged in general terms and conditions to pay more than 50% in advance. If advance payment has been stipulated, the consumer cannot assert any rights regarding the performance of the order or service(s) concerned before the stipulated advance payment has been made.
3. The consumer must report any inaccuracies in the payment details provided or stated to the trader without delay.
4. If the consumer does not meet their payment obligation(s) on time, then, after the trader has pointed out the late payment to them and has given the consumer a period of 14 days, starting on the day after receipt of the reminder, to still meet their payment obligations, and payment has not been made within this 14-day period, the consumer owes statutory interest on the amount still due and the trader is entitled to charge the extrajudicial collection costs it has incurred. These collection costs amount to no more than: 15% on outstanding amounts up to €2,500; 10% on the next €2,500; and 5% on the next €5,000, with a minimum of €40. The trader may deviate from the stated amounts and percentages in the consumer's favour.

Article 16 — Complaints procedure

1. The trader has a sufficiently publicised complaints procedure and handles complaints in accordance with this complaints procedure.
2. Complaints about the performance of the contract must be submitted to the trader, fully and clearly described, within a reasonable time after the consumer has discovered the defects.
3. Complaints submitted to the trader will be answered within 14 days from the date of receipt. If a complaint requires a foreseeably longer processing time, the trader will reply within the 14-day period with an acknowledgement of receipt and an indication of when the consumer can expect a more detailed answer.
4. A complaint about a product, a service or the trader's customer service can also be submitted via a complaint form on the consumer page of the Thuiswinkel.org website, www.thuiswinkel.org. The complaint is then sent both to the trader concerned and to Thuiswinkel.org.
5. The consumer must in any case give the trader 4 weeks to resolve the complaint by mutual agreement. After this period, a dispute arises that is open to the dispute resolution procedure.

Article 17 — Disputes

1. Contracts between the trader and the consumer to which these general terms and conditions apply are governed exclusively by Dutch law. If the trader directs its activities at the country where the consumer lives, the consumer can also always rely on the mandatory consumer law of their own country.
2. Disputes between the consumer and the trader about the conclusion or performance of contracts relating to products and services to be supplied or already supplied by this trader may, subject to the provisions below, be submitted by both the consumer and the trader to the Thuiswinkel Disputes Committee, Postbus 90600, 2509 LP Den Haag (www.sgc.nl).
3. A dispute will only be dealt with by the Disputes Committee if the consumer has first submitted their complaint to the trader within a reasonable time.
4. If the complaint does not lead to a solution, the dispute must be brought before the Disputes Committee, in writing or in another form to be determined by the Committee, no later than 12 months after the date on which the consumer submitted the complaint to the trader.
5. If the consumer wishes to submit a dispute to the Disputes Committee, the trader is bound by this choice. Preferably, the consumer notifies the trader of this first.
6. If the trader wishes to submit a dispute to the Disputes Committee, the consumer must, within five weeks of a written request made by the trader to that effect, state in writing whether they also wish to do so or want the dispute to be dealt with by the competent court. If the trader does not hear the consumer's choice within the five-week period, the trader is entitled to submit the dispute to the competent court.
7. The Disputes Committee gives its ruling under the conditions set out in the rules of the Disputes Committee (degeschillencommissie.nl). The decisions of the Disputes Committee take the form of binding advice.
8. The Disputes Committee will not deal with a dispute, or will discontinue its handling, if the trader has been granted a suspension of payments, has been declared bankrupt or has actually ceased its business activities before the committee has dealt with the dispute at a hearing and given a final ruling.
9. If, in addition to the Thuiswinkel Disputes Committee, another disputes committee that is recognised by or affiliated with the Stichting Geschillencommissies voor Consumentenzaken (SGC) or the Klachteninstituut Financiële Dienstverlening (Kifid) is competent, the Thuiswinkel Disputes Committee is preferably competent for disputes mainly concerning the method of distance selling or distance service provision. For all other disputes, the other recognised disputes committee affiliated with SGC or Kifid is competent.

If we can't resolve it together, you can submit the dispute to the Thuiswinkel Disputes Committee (see Article 17(2)).

Article 18 — Industry guarantee

1. Thuiswinkel.org guarantees that its members comply with the binding advice of the Thuiswinkel Disputes Committee, unless the member decides to submit the binding advice to the court for review within two months of it being sent. This guarantee revives if the binding advice has been upheld after review by the court and the judgment showing this has become final. Up to a maximum amount of €10,000 per binding advice, this amount is paid to the consumer by Thuiswinkel.org. For amounts greater than €10,000 per binding advice, €10,000 is paid. For the excess, Thuiswinkel.org has a best-efforts obligation to ensure that the member complies with the binding advice.
2. For this guarantee to apply, the consumer must make a written appeal to Thuiswinkel.org and must assign their claim against the trader to Thuiswinkel.org. If the claim against the trader exceeds €10,000, the consumer will be offered the option of assigning the part of their claim that exceeds €10,000 to Thuiswinkel.org, after which this organisation will seek payment of it in court in its own name and at its own expense in order to pay the consumer.

Article 19 — Additional or different provisions

Provisions that are additional to or deviate 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 the consumer can store them in an accessible manner on a durable medium.

Article 20 — Amendment of the Thuiswinkel General Terms and Conditions

Amendments to these terms and conditions only take effect after they have been published in an appropriate manner, provided that, where amendments apply during the term of an offer, the provision most favourable to the consumer will prevail.

Annex I — Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract. You can also withdraw online with the form at www.karpet24.nl/en/pages/herroeping; the link Withdraw from contract here is at the bottom of every page of the webshop.

Withdrawal function

You can withdraw online with the form at www.karpet24.nl/en/pages/herroeping. The link Withdraw from contract here is at the bottom of every page of the webshop throughout the withdrawal period. When we receive a withdrawal via the form, we will send you an acknowledgement of receipt by email within one working day, stating the content of your statement and the date and time it was submitted. You can also withdraw by email to info@karpet24.nl or with the model form above.

Legal guarantee of conformity

The European notice about your legal guarantee rights is at www.karpet24.nl/en/pages/wettelijke-garantie. More information: europa.eu/youreurope/guarantees.

Karpet24 is a trade name of CNL Handel BV · Member of Thuiswinkel.org
Vareseweg 135, 3047 AT Rotterdam · KvK: 82820228 · VAT: NL8626.15.756.B01
info@karpet24.nl · +31 (0)10 299 08 60