Terms and Conditions
Last updated: 7 July 2026
1. Definitions
In these terms, the following are defined:
Reflection period: the time period during which the consumer can make use of his/her right to cancel;
Consumer: a natural person who is not acting for purposes related to his or her trade, business, craft or profession;
Day: calendar day;
Durable data carrier: any tool, including email, that allows the consumer or the entrepreneur to store information addressed personally to them in a way that enables future consultation or use for a period that is tailored to the purpose for which the information is intended, and allows the unaltered reproduction of the stored information;
Right of withdrawal: The consumer's right to withdraw from a distance contract within the cooling-off period. Taking into account the nature of the store/online shop, this term also refers to second-hand clothing;
Maison Maas: The entrepreneur who offers products, (access to) digital content, and/or services to consumers in their physical store and/or online shop (at a distance);
Remote agreement: A contract concluded between Maison Maas and the consumer within the framework of an organized system for distance selling of products, digital content, and/or services, where the closure of the contract is made exclusively or partly through one or more remote communication techniques;
Model withdrawal form: The European model form for withdrawal, included in Appendix I of these terms;
Communication technology: A means that can be used to conclude a contract without the consumer and the entrepreneur needing to be physically present in the same place at the same time;
2. Identity of the Entrepreneur
Entrepreneur's name: Maison Maas
Business address: Zwaanshals 279A, 3035 KG Rotterdam
Availability: Wednesday to Saturday from 12:00 to 18:00
Email address: info@maisonmaas.com
Chamber of Commerce (KvK) number: 83902155
3. Applicability
3.1 These general terms and conditions apply to any offer made by Maison Maas, services provided by Maison Maas, and to any agreement concluded, both remotely and in its store, between the entrepreneur and the consumer.
3.2 Before the (remote) agreement is concluded, the text of these general terms and conditions will be made available to the consumer. If this is not reasonably possible, Maison Maas will indicate, before the (remote) agreement is concluded, how the general terms and conditions can be viewed at Maison Maas and that they will be sent to the consumer free of charge upon request as soon as possible.
3.3 If the remote agreement is concluded electronically, in deviation from the previous paragraph and before the remote agreement is concluded, the text of these general terms and conditions can be provided to the consumer electronically in such a way that the consumer can easily store them on a durable data carrier. If this is not reasonably possible, it will be indicated, before the remote agreement is concluded, where the general terms and conditions can be accessed electronically and that they will be sent to the consumer free of charge upon request electronically or by other means.
3.4 In the event that, in addition to these general terms and conditions, specific product or service conditions apply, the first, second, and third paragraphs of this article shall apply mutatis mutandis, and the consumer can always invoke the applicable provision that is most favorable to them in case of conflicting conditions.
4. The Offer
4.1 If an offer has a limited validity period or is subject to conditions, this will be explicitly stated in the offer.
4.2 The offer includes a complete and accurate description of the products, digital content, and/or services offered. The description is detailed enough to allow the consumer to make a proper assessment of the offer. If Maison Maas uses images, these represent the offered products, services, and/or digital content truthfully. Obvious mistakes or obvious errors in the offer do not bind Maison Maas.
4.3 Each offer contains information in such a way that it is clear to the consumer what the rights and obligations are that are associated with accepting the offer.
5. The Agreement
5.1 The agreement is concluded, subject to the provisions in sections 5.4 and 5.5, at the moment of acceptance by the consumer of the offer and compliance with the specified conditions.
5.2 If the consumer accepts the offer electronically, Maison Maas promptly confirms electronically the receipt of the acceptance of the offer. Until the receipt of this acceptance is confirmed by Maison Maas, the consumer can cancel the agreement.
5.3 If the agreement is concluded electronically, Maison Maas takes appropriate technical and organizational measures to secure the electronic transfer of data and ensures a secure web environment. If the consumer can pay electronically, Maison Maas will take appropriate security measures for this purpose.
5.4 Within legal frameworks, Maison Maas may ascertain whether the consumer can meet their payment obligations, as well as all those facts and factors that are important for a responsible conclusion of the distance agreement. If Maison Maas, based on this investigation, has good grounds not to enter into the agreement, it is entitled to refuse a request or order with reasoned justification or to attach special conditions to the execution.
5.5 If the consumer accepts the offer electronically and chooses to collect the product (garments) themselves in the store, the purchase agreement is concluded under the condition that the consumer collects the garment within fourteen (14) days in the store. If the consumer fails to collect the product within fourteen (14) days, the agreement is automatically dissolved, and the consumer cannot derive any rights from it. After the aforementioned period, Maison Maas will promptly, within fourteen (14) days, refund the purchase price already paid by the consumer. Maison Maas will use the same payment method that the consumer used, unless the consumer agrees to another method. The refund is free of charge for the consumer.
5.6 Maison Maas will, no later than at the delivery of the product, service, or digital content to the consumer, provide the following information in writing or in such a way that it can be stored in a durable medium accessible to the consumer:
- The address of Maison Maas' establishment where the consumer can address complaints;
- The terms and conditions for exercising the right of withdrawal by the consumer, or a clear statement regarding the exclusion of the right of withdrawal;
- Information about warranties and existing after-sales service;
- The price, including all taxes, of the product, service, or digital content; if applicable, the delivery costs; and the method of payment, delivery, or execution of the distance agreement;
- If the consumer has a right of withdrawal, the model withdrawal form.
6. Right of Withdrawal
6.1 The consumer can dissolve an agreement regarding the purchase of a product (garments) within a reflection period of up to 14 days without stating reasons. Maison Maas may ask the consumer for the reason for withdrawal but cannot compel the consumer to provide their reason(s).
6.2 The reflection period mentioned in section 6.1 begins on the day after the consumer, or a third party designated by the consumer who is not the carrier, has received the product, or:
- If the consumer has ordered multiple products in the same order: the day on which the consumer, or a third party designated by them, received the last product. Maison Maas may refuse an order of multiple products with different delivery times, provided it has clearly informed the consumer of this before the ordering process.
- 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, received the last shipment or part.
- For agreements for the regular supply of products over a specified period: the day on which the consumer, or a third party designated by them, received the first product.
6.3 Purchased and/or collected products from the physical store of Maison Maas cannot be exchanged or returned.
7. Obligations of the Consumer During the Reflection Period
7.1 During the reflection 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 determine the nature, characteristics, and operation of the product. The guiding principle is that the consumer may only handle and inspect the product as they would be allowed to do in a store.
7.2 The consumer is only liable for any depreciation of the product resulting from handling the product in a manner exceeding what is allowed in clause 1.
8. Exercise of the Right of Withdrawal by the Consumer and Its Costs
8.1 If the consumer wishes to exercise their right of withdrawal, they must notify the entrepreneur within the reflection period by means of the model withdrawal form or by other unambiguous means. The model withdrawal form is included below as Appendix I and is available on request via info@maisonmaas.com.
8.2 The consumer shall return the product as soon as possible, but no later than 14 days from the day following the notification mentioned in clause 1, or hand it over to the entrepreneur. This is not necessary if Maison Maas has offered to collect the product themselves. The consumer has observed the return period in any case if they return the product before the expiration of the reflection period.
8.3 The consumer returns the product with all supplied accessories, if reasonably possible in its original condition and packaging, and in accordance with the reasonable and clear instructions provided by Maison Maas.
8.4 The risk and burden of proof for the correct and timely exercise of the right of withdrawal lie with the consumer.
8.5 The consumer bears the direct costs of returning the product.
9. Obligations of Maison Maas in Case of Withdrawal
9.1 If Maison Maas enables the consumer to make the withdrawal notification electronically, it will send a confirmation of receipt promptly, within 5 working days after receiving this notification.
9.2 Maison Maas will refund all payments made by the consumer, including any delivery costs charged by Maison Maas for the returned product, promptly but within 14 days following the day on which the consumer notifies them of the withdrawal and returns the product received in good order. Unless Maison Maas offers to collect the product themselves, they may wait to refund until they have received the product or until the consumer proves that they have returned the product, whichever is earlier.
9.3 Maison Maas will use the same payment method used by the consumer for the refund, unless the consumer agrees to another method. The refund is free of charge for the consumer.
9.4 If the consumer has chosen a more expensive delivery method than the cheapest standard delivery, Maison Maas is not obliged to refund the additional costs for the more expensive method.
10. The Price
10.1 During the validity period mentioned in the offer, the prices of the offered products will not be increased, except for price changes resulting from changes in VAT rates.
11. Fulfillment of Agreement
11.1 Maison Maas guarantees that the products and/or services comply with the agreement, the specifications mentioned in the offer, with reasonable requirements of soundness and/or usability, and with the legal provisions and/or government regulations existing on the date of conclusion of the agreement.
12. Delivery and Execution
12.1 Maison Maas will exercise the utmost care when receiving orders for products and in the execution of requests for services.
12.2 The consumer's address provided to Maison Maas applies as the place of delivery.
12.3 Subject to the provisions in these terms and conditions, Maison Maas will execute accepted orders with due speed but within 30 days at the latest, unless another delivery period has been agreed upon. If the delivery is delayed or if an order cannot be executed, or can only be partially executed, Maison Maas will inform the consumer of this within 30 days after placing the order. In this case, the consumer has the right to dissolve the agreement without costs and is entitled to any compensation.
12.4 After dissolution in accordance with the previous clause, Maison Maas will refund the amount paid by the consumer promptly.
12.5 The risk of damage and/or loss of products rests with Maison Maas until the moment of delivery to the consumer or a representative designated and made known to Maison Maas, unless expressly agreed otherwise.
13. Payment
13.1 Unless otherwise agreed in the contract or additional conditions, the amounts due by the consumer must be paid immediately.
13.2 The consumer has the obligation to promptly report any inaccuracies in the payment details provided or mentioned to Maison Maas.
13.3 If the consumer fails to meet their payment obligation(s) on time, after being reminded by Maison Maas of the overdue payment and being granted a 14-day period to meet their payment obligations, the consumer will owe statutory interest on the remaining amount and Maison Maas can charge extrajudicial collection costs incurred by them. These collection costs amount to a maximum of: 15% on outstanding amounts up to €2,500; 10% on the subsequent €2,500; and 5% on the next €5,000, with a minimum of €40.
14. Warranty
14.1 Given the specific nature of the products supplied by Maison Maas (second-hand clothing), they only provide a limited warranty. In the sense that the delivered product does not have any damages at the time of delivery, unless expressly indicated otherwise.
15. Complaints Procedure
15.1 Complaints about the execution of the agreement must be submitted in full and clearly described to the entrepreneur within a reasonable time after the consumer has discovered the defects.
15.2 Complaints submitted to Maison Maas will be answered within a period of 14 days from the date of receipt. If a complaint requires a foreseeable longer processing time, Maison Maas will respond within the period of 14 days with a receipt acknowledgment and an indication of when the consumer can expect a more detailed response.
15.3 The consumer must allow Maison Maas at least 4 weeks to resolve the complaint through mutual consultation. After this period, a dispute arises that is eligible for dispute resolution.
16. Disputes
16.1 Only Dutch law applies to agreements between Maison Maas and the consumer to which these general terms and conditions apply.
17. Additional or Deviating Provisions
17.1 Additional or deviating provisions from these general terms and conditions must be recorded in writing by Maison Maas and the consumer.
Appendix I: Model Withdrawal Form
(Complete and return this form only if you wish to withdraw from the agreement.)
To:
Maison Maas
Zwaanshals 279A
3035 KG Rotterdam, The Netherlands
info@maisonmaas.com
I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods:
— Ordered on (*) / received on (*):
— Order number:
— Name of consumer(s):
— Address of consumer(s):
— Signature of consumer(s) (only if this form is submitted on paper):
— Date:
(*) Delete as appropriate.