Conditions d’utilisation

Welcome to Pupr.

These terms and conditions apply to all offers, orders and agreements concluded through the Pupr webshop. They explain how our webshop works and which rights and obligations apply when you place an order with us.

Pupr is a trade name of PROLIFIC, established in the Netherlands. For the processing and shipping of orders we use external suppliers, fulfilment partners and logistics service providers. This means that, depending on the product, an order may be shipped directly from an external warehouse to the customer.

Although we use external parties for processing and shipping, PROLIFIC, trading under the name Pupr, remains the seller and the customer's contracting party. We remain responsible for our obligations towards the customer and for the rights consumers have under applicable law.

These terms have been drawn up to make our way of working as clear and transparent as possible.

Table of contents

• Definitions
• Identity of the trader
• Applicability
• The offer
• Formation of the agreement
• Dropshipping and fulfilment by third parties
• Right of withdrawal
• Costs in the event of withdrawal
• Return conditions
• Refunds
• Product conformity and warranty
• Delivery
• Customs, import duties and taxes
• Liability
• Complaints procedure
• Privacy
• Applicable law and disputes
• Changes to the terms and conditions

Article 1 – Definitions

In these terms and conditions, the following definitions apply:

Pupr: the trade name under which PROLIFIC offers and sells products through its webshop.

PROLIFIC: the company responsible for the sale of products through the Pupr webshop.

Consumer: a natural person acting for purposes that fall outside his or her trade, business, craft or profession.

Agreement: the agreement between Pupr and the consumer that comes into being after an order has been placed through the webshop and accepted by Pupr.

Distance agreement: an agreement concluded between Pupr and the consumer without the consumer and Pupr being physically present at the same time, using one or more means of distance communication.

Cooling-off period: the period during which the consumer may exercise the right of withdrawal.

Right of withdrawal: the consumer's right to withdraw from the agreement within the applicable cooling-off period without giving a reason.

Third party: an external supplier, manufacturer, fulfilment partner, warehouse operator, carrier or other service provider engaged by Pupr for the fulfilment of an order.

Dropshipping: a sales and fulfilment model in which Pupr sells products through its webshop and an external supplier or fulfilment partner may process the order on Pupr's behalf and ship it directly to the consumer.

Article 2 – Identity of the trader

Trade name: Pupr Company name: PROLIFIC Address: Van der Sterrweg 15, 1784 NV Den Helder, the Netherlands Chamber of Commerce (KvK) number: 77731271 VAT number: NL003229033B73 Customer service email address: info@pupr.nl

Article 3 – Applicability

These terms and conditions apply to all offers made by Pupr and to every agreement concluded through the Pupr webshop.

Before an order is placed, the consumer is given the opportunity to review these terms and conditions.

By placing an order, the consumer confirms that he or she has taken note of these terms and conditions.

If any provision of these terms and conditions proves to be invalid or unenforceable, the remaining provisions remain in full force. To the extent permitted by law, the provision in question will be replaced by a provision that comes as close as possible to its purpose and intent.

These terms and conditions are not intended to exclude or limit statutory consumer rights.

Article 4 – The offer

Pupr aims to describe all products and offers as clearly and completely as possible.

Where applicable, the offer includes information about:

• the main characteristics of the product;
• the total price;
• any shipping costs;
• available payment methods;
• the expected delivery time;
• any restrictions relating to delivery;
• the applicable return conditions;
• the consumer's right of withdrawal.

Obvious errors, mistakes or typing errors in an offer are not binding on Pupr.

Pupr reserves the right to change or withdraw offers as long as no agreement has yet been concluded.

Article 5 – Formation of the agreement

The agreement is concluded when the consumer accepts Pupr's offer and has successfully placed the order.

After placing an order, the consumer receives an electronic order confirmation at the email address provided.

Pupr reserves the right to refuse an order or to request additional information where there is reasonable cause to do so, for example in the event of suspected fraud, misuse or incorrect payment details.

If an order cannot be fulfilled for such a reason, Pupr will inform the consumer as soon as possible.

Article 6 – Dropshipping and fulfilment by third parties

Pupr uses a dropshipping and fulfilment model.

This means that products ordered through our webshop may, depending on the product and available stock, be processed and shipped by an external supplier, manufacturer, fulfilment partner or logistics service provider.

As a result, an order may be shipped directly from an external warehouse to the delivery address provided by the consumer.

The consumer, however, enters into the agreement exclusively with PROLIFIC, trading under the name Pupr. An external supplier or fulfilment partner is not a contracting party of the consumer.

A parcel may bear a name or sender other than Pupr. This may result from our fulfilment and shipping structure and has no effect on the agreement between Pupr and the consumer.

Pupr remains responsible for its obligations towards the consumer arising from the agreement and from applicable law.

Article 7 – Right of withdrawal

Consumers within the European Union have the statutory right to withdraw from an agreement within the applicable cooling-off period.

Pupr offers consumers a cooling-off period of 30 days from the day on which the consumer, or a third party designated by the consumer, received the product.

Within this period, the consumer may withdraw from the agreement without giving a reason, unless a statutory exception to the right of withdrawal applies.

To exercise the right of withdrawal, the consumer must notify Pupr within the cooling-off period at info@pupr.nl.

After notifying Pupr of the withdrawal, the product must be returned within 14 days at the latest, unless otherwise agreed with Pupr.

During the cooling-off period, the consumer must handle the product and its packaging with care. The product may only be used or handled to the extent necessary to assess its nature, characteristics and functioning.

If the product has been used more extensively than necessary to assess it, the consumer may be liable for any resulting diminished value, to the extent permitted by law.

Article 8 – Costs in the event of withdrawal

The cost of returning a product is borne by the consumer, unless Pupr indicates otherwise or applicable law provides that these costs must be borne by Pupr.

If the consumer withdraws from the entire order, the purchase amount due will be refunded, including the original standard shipping costs, to the extent required by law.

If the consumer has chosen a more expensive shipping method than the cheapest standard delivery, Pupr is not required to refund the difference between these shipping methods, to the extent the law permits this.

Article 9 – Return conditions

A return must be registered in advance at info@pupr.nl.

Please include with your return request:

• your order number;
• your name;
• your delivery address;
• the reason for the return, if you wish to give one;
• photos of the product in the event of damage or a defect.

After receiving the return request, the consumer will receive further instructions about the return process and the correct return address.

Do not send a return to a random or previously used address without prior instructions from Pupr.

As far as reasonably possible, products must be returned in the condition in which they were received.

For certain products, a statutory exception to the right of withdrawal may apply. If such an exception applies, this will be clearly stated with the relevant product or prior to purchase.

Article 10 – Refunds

Following a valid withdrawal, the amount due will be refunded as soon as possible and within the statutory period at the latest.

Where the product must be returned before the refund can be issued, Pupr may withhold the refund until the product has been received or until the consumer has demonstrated that the product has been returned, whichever occurs first.

The refund will be made using the same payment method used for the original order, unless the consumer expressly agrees to a different payment method.

The final processing time of a refund may depend on the consumer's bank, credit card company or payment provider.

Article 11 – Product conformity and warranty

Pupr warrants that the products delivered comply with the agreement and with the statutory requirements applicable to them.

If a product is delivered damaged, defective or otherwise not in conformity with the agreement, the consumer should contact info@pupr.nl as soon as possible.

In the event of a complaint about a product, Pupr may request the order number, a description of the problem and, where relevant, photos or other information that allows the problem to be assessed.

Consumers' statutory warranty rights remain fully applicable.

Any additional commercial guarantee does not affect the consumer's statutory rights.

Article 12 – Delivery

Pupr aims to deliver orders within the stated delivery time.

Where no specific delivery time has been agreed, the order will be delivered within the statutory applicable period.

Because Pupr uses external suppliers and fulfilment partners, products may be shipped from different warehouses or locations.

It is therefore possible that products from the same order are delivered separately or arrive at different times.

The delivery times indicated by Pupr are based on the information available at the time of ordering.

Delays may arise due to circumstances at carriers, customs, fulfilment partners or other external service providers. In such situations, Pupr will make reasonable efforts to keep the consumer informed.

If an order cannot be delivered within the applicable period, the consumer retains the rights available to him or her under applicable law.

Article 13 – Customs, import duties and taxes

When an order is shipped from a country outside the European Union, additional costs or obligations may arise on import into the country of destination.

This may include, among other things:

• import duties;
• import VAT;
• customs charges;
• clearance costs;
• administrative charges from a carrier or customs broker;
• other taxes or levies due by law.

Where such costs are borne by the consumer, Pupr will communicate this clearly in advance, as far as reasonably possible and legally required.

The consumer is responsible for providing correct and complete information necessary for the delivery and any import of the order.

Pupr is not responsible for delays caused solely by customs procedures, incorrect information provided by the consumer or statutory import restrictions, to the extent permitted by law.

This provision does not limit or exclude any statutory consumer rights.

Article 14 – Liability

Pupr carries out its work carefully and aims to process orders correctly and on time.

To the extent permitted by law, Pupr is not liable for damage arising solely from circumstances reasonably beyond its control.

This may include, for example:

• prolonged disruptions at carriers;
• customs delays;
• natural disasters;
• war or serious international events;
• disruptions at external service providers;
• technical failures;
• other circumstances of force majeure.

This provision does not apply to liability that may not be excluded or limited under mandatory law.

Article 15 – Complaints procedure

Do you have a complaint about an order or product? Please contact us as soon as possible at info@pupr.nl.

When submitting your complaint, please include:

• your order number;
• your name;
• a clear description of the problem;
• photos or other relevant information, if applicable.

Pupr aims to provide a substantive response to a complaint within 14 days.

If a complaint requires more time to investigate, the consumer will receive an acknowledgement of receipt within this period, including an indication of how the complaint will be handled further.

Article 16 – Privacy

In order to process orders, receive payments and deliver products, Pupr processes certain personal data.

Where necessary for the fulfilment of an order, relevant data may be shared with parties such as payment providers, carriers, fulfilment partners and logistics service providers.

Pupr handles personal data with care and processes it in accordance with the applicable privacy policy and prevailing privacy legislation.

More information about the processing of personal data can be found in our privacy policy.

Article 17 – Applicable law and disputes

Dutch law applies to agreements between Pupr and consumers, insofar as this does not conflict with mandatory consumer law provisions of the country in which the consumer resides.

Pupr aims to resolve any disputes with the consumer through mutual consultation first.

If a dispute cannot be resolved between the parties, it may be submitted to the competent court in accordance with the applicable statutory rules.

Nothing in these terms and conditions limits a consumer's right to make use of the legal remedies available in his or her country of residence.

Article 18 – Changes to the terms and conditions

Pupr may amend these terms and conditions from time to time where necessary, for example due to changes in our services, business operations or legislation.

The version of the terms and conditions that applies to an order is the version that was available at the time the agreement was concluded, unless a change is required by law or otherwise validly declared applicable.

The most recent version of these terms and conditions is published on the Pupr webshop.

Contact details

Pupr Trade name of PROLIFIC Van der Sterrweg 15 1784 NV Den Helder The Netherlands

KvK: 77731271 VAT: NL003229033B73 Email: info@pupr.nl