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Version 2.0 — effective 30 September 2026. This version replaces the General Terms and Conditions of 6 July 2018.
Article 1 – Identity of the trader
Neoderma Amsterdam B.V.
Herengracht 280
1016 BX Amsterdam
The Netherlands
E-mail: europe@neoderma.com
Telephone: +31 20 225 1202
Chamber of Commerce (KvK) number: 69831750
VAT identification number: NL858030536B01
Neoderma Amsterdam B.V. is referred to below as "Neoderma".
Article 2 – Definitions
In these General Terms and Conditions:
"Consumer" means a natural person who acts for purposes outside his or her trade, business, craft or profession and who enters into a distance contract with Neoderma.
"Distance contract" means a contract concluded between Neoderma and the consumer through the website without the simultaneous physical presence of both parties, with the exclusive use of one or more means of distance communication.
"Website" means neoderma.eu and its language versions.
"Products" means the cosmetic products and related articles offered for sale on the website.
"Withdrawal period" means the period during which the consumer may exercise the right of withdrawal.
"Durable medium" means any instrument, including e-mail, which enables the consumer or Neoderma to store information addressed personally to him or her in a way accessible for future reference and which allows the unchanged reproduction of the information stored.
"Day" means a calendar day.
Article 3 – Scope and applicability
These General Terms and Conditions apply to every offer made by Neoderma on the website and to every distance contract concluded between Neoderma and a consumer.
Neoderma delivers to consumers in the Netherlands, Belgium, Luxembourg and Cyprus.
The text of these General Terms and Conditions is made available to the consumer before the distance contract is concluded, in a form that can be stored on a durable medium. On request, Neoderma will send the consumer a copy free of charge.
Provisions that supplement 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 on a durable medium.
These General Terms and Conditions apply to consumers only. Purchases made for professional, business or resale purposes are not covered by them.
Orders may be placed only by persons aged 18 or over.
Article 4 – The offer
If an offer is valid for a limited period or is subject to conditions, this is stated expressly in the offer.
The offer contains a complete and accurate description of the products offered, sufficiently detailed to enable the consumer to make a proper assessment. Illustrations are a true representation of the products offered; minor variations in colour rendering may result from the consumer's display settings.
Neoderma is not bound by obvious errors or mistakes in the offer, including manifestly incorrect prices.
The offer states clearly which rights and obligations arise from its acceptance, in particular the price including taxes, the delivery costs, the means of payment, the delivery conditions and the conditions of the right of withdrawal.
Article 5 – The contract
The contract is concluded when Neoderma confirms the consumer's order by e-mail (the order confirmation). Until Neoderma has confirmed receipt of the order, the consumer may cancel the order free of charge.
Neoderma takes appropriate technical and organisational measures to secure the electronic transfer of data and provides a secure web environment, including for electronic payment.
Neoderma may, within the limits of the law, verify whether the consumer is able to meet his or her payment obligations and check the facts relevant to the sound conclusion of the contract. If this gives Neoderma reasonable grounds not to conclude the contract, Neoderma may refuse an order or attach special conditions to its execution, stating its reasons. Any payment already made is refunded without delay.
The order confirmation contains, or refers to, the information required by law, including the address to which complaints may be addressed, the conditions and procedure for exercising the right of withdrawal, the model withdrawal form, the information on the statutory conformity rights and the total price including taxes and delivery costs.
The contract may be concluded in English, Dutch or French. In the event of divergence between the language versions of these General Terms and Conditions, the English version prevails to the extent permitted by mandatory law.
Article 6 – Prices and promotional codes
All prices are stated in euros and include VAT. Delivery costs are stated separately before the order is placed.
The price applicable is the price displayed at the time the order is placed. Prices are not changed after the contract has been concluded, other than as a result of a change in the statutory VAT rate.
Where Neoderma announces a price reduction, the previous price indicated is the lowest price applied during the thirty days preceding the reduction.
Promotional codes are subject to the conditions stated when they are issued. Unless stated otherwise, a code is valid for a single use, cannot be combined with other codes or offers, has no cash value, applies to the value of the products and not to delivery costs, and cannot be applied to an order after it has been placed. Where a discounted order is returned in part, the discount is apportioned pro rata across the products in the order.
Article 7 – Payment
Payment is due at the time the order is placed, using one of the means of payment displayed at checkout.
Neoderma may make delivery conditional upon receipt or authorisation of the payment.
The consumer must inform Neoderma without delay of any inaccuracy in the payment details provided.
Neoderma may carry out fraud-prevention checks and may refuse or cancel an order where such checks give reasonable grounds to do so.
Article 8 – Delivery
Neoderma takes the greatest possible care in receiving and executing orders. Delivery is made to the address indicated by the consumer at the time of ordering.
The delivery periods indicated on the website and at checkout are indicative. Unless a different period has been agreed, Neoderma delivers without undue delay and in any event within thirty days after the conclusion of the contract (Article 7:9 of the Dutch Civil Code).
If Neoderma does not deliver within the applicable period, the consumer may call upon Neoderma to deliver within an additional period appropriate to the circumstances. If Neoderma fails to deliver within that additional period, the consumer may terminate the contract in accordance with Article 7:19a of the Dutch Civil Code. All payments made are refunded without delay and at the latest within fourteen days after termination.
If an order cannot be delivered in full, Neoderma informs the consumer without delay. Neoderma may deliver in instalments at its own cost; no additional delivery costs are charged.
The risk of loss of or damage to the products passes to the consumer when the consumer, or a third party designated by the consumer other than the carrier, has acquired physical possession of the products.
The consumer is requested to check the consignment on receipt and to report visible transport damage to Neoderma without delay, so that Neoderma can pursue its claim against the carrier. Failure to do so does not affect the consumer's statutory rights.
Article 9 – Right of withdrawal
The consumer may withdraw from the contract within fourteen days without giving any reason. Neoderma may ask the consumer for the reason but may not oblige the consumer to give one.
The withdrawal period expires fourteen days after the day on which the consumer, or a third party designated by the consumer other than the carrier, acquires physical possession of the products. Where several products ordered in one order are delivered separately, the period runs from the day of receipt of the last product; where a product is delivered in several lots or pieces, from the day of receipt of the last lot or piece.
To exercise the right of withdrawal, the consumer informs Neoderma of the decision to withdraw by an unambiguous statement, sent by e-mail to europe@neoderma.com or by post to Neoderma Amsterdam B.V., Herengracht 280, 1016 BX Amsterdam, the Netherlands. The consumer may use the model withdrawal form in Annex I but is not obliged to do so. The withdrawal deadline is met if the consumer sends the statement before the withdrawal period has expired.
Neoderma confirms receipt of the withdrawal by e-mail without delay.
The consumer returns the products without undue delay and in any event within fourteen days from the day on which the withdrawal was communicated, to the following return address:
Neoderma Amsterdam B.V. – Returns
Coenecoop 595
2741 PT Waddinxveen
The Netherlands
Consumers resident in Cyprus return the products to:
Neoderma Amsterdam B.V. – Returns
c/o Neoderma Global Limited
69 Vithleem Street, Strovolos
2033 Nicosia
Cyprus
Neoderma provides the consumer with a prepaid return label together with the confirmation referred to in paragraph 4. Neoderma bears the cost of return where this label is used. If the consumer chooses to return the products by another means, the consumer bears the direct cost of doing so. The return deadline is met if the products are handed to the carrier before the fourteen-day period has expired. The consumer bears the risk and the burden of proof of the correct and timely exercise of the right of withdrawal and of the return of the products.
6. During the withdrawal period the consumer handles the products and their packaging with care. The consumer unpacks or uses the products only to the extent necessary to establish their nature, characteristics and functioning, as would be permitted in a shop. The consumer is liable for any diminished value of the products resulting from handling beyond this.
7. Products are returned complete, with all accessories and complimentary items supplied with the order, where reasonably possible in their original condition and packaging, and accompanied by the order number.
Article 10 – Exclusion of the right of withdrawal
In accordance with Article 6:230p of the Dutch Civil Code, the right of withdrawal does not apply to:
sealed products which are not suitable for return for reasons of health protection or hygiene and whose seal has been broken after delivery; the cosmetic products offered on the website are sealed for this reason, and once the seal has been broken the right of withdrawal lapses;
products made to the consumer's specifications or clearly personalised;
products which are liable to deteriorate or expire rapidly;
products which, after delivery, are by their nature inseparably mixed with other items.
Neoderma states these exclusions in the offer before the contract is concluded.
Article 11 – Refund upon withdrawal
Neoderma refunds all payments received from the consumer, including the costs of standard delivery, without undue delay and in any event within fourteen days from the day on which Neoderma is informed of the withdrawal. Neoderma may withhold the refund until it has received the products back or until the consumer has supplied evidence of having sent them back, whichever is the earlier.
The refund is made using the same means of payment as the consumer used for the original transaction, unless the consumer has expressly agreed otherwise. No fee is charged for the refund.
If the consumer has chosen a method of delivery other than the least expensive standard delivery offered by Neoderma, the additional costs are not refunded.
Where a partial return causes the order to fall below the threshold of a promotion or free-delivery condition, Neoderma may deduct the resulting difference from the refund. The consumer is informed of this before the refund is made.
Article 12 – Conformity and statutory guarantee
Neoderma guarantees that the products conform to the contract, to the specifications stated in the offer, to the reasonable requirements of soundness and usability, and to the statutory provisions and government regulations in force on the date the contract was concluded (Articles 7:17 et seq. of the Dutch Civil Code).
If a product does not conform to the contract, the consumer is entitled to repair or replacement free of charge and, where repair or replacement is impossible or cannot be required of Neoderma, to a price reduction or termination of the contract, in accordance with Articles 7:21 and 7:22 of the Dutch Civil Code. Neoderma bears the cost of returning a non-conforming product.
A lack of conformity which becomes apparent within one year after delivery is presumed to have existed at the time of delivery, unless this presumption is incompatible with the nature of the product or the nature of the lack of conformity (Article 7:18 of the Dutch Civil Code).
The consumer must notify Neoderma of a lack of conformity within a reasonable time after discovering it. Notification within two months after discovery is timely (Article 7:23 of the Dutch Civil Code).
Consumers resident in Belgium, Luxembourg or Cyprus benefit from the statutory conformity guarantee of at least two years under the law of their country of residence. Nothing in these General Terms and Conditions limits those rights.
Neoderma does not offer a commercial guarantee beyond the statutory guarantee. Any additional guarantee given by Neoderma, its supplier or the manufacturer never restricts the statutory rights that the consumer can enforce against Neoderma.
The statutory guarantee does not cover defects resulting from normal use, from use contrary to the instructions, from use after the expiry date or the period-after-opening indicated on the packaging, or from damage caused after delivery.
Article 13 – Complaints and dispute resolution
Complaints about the execution of the contract must be submitted to Neoderma, fully and clearly described, within a reasonable time after the consumer has discovered the defect, by e-mail to europe@neoderma.com or by post to the address in Article 1.
Neoderma responds to a complaint within fourteen days from the date of receipt. If a complaint foreseeably requires a longer processing time, Neoderma acknowledges receipt within fourteen days and indicates when the consumer may expect a substantive response.
Neoderma and the consumer will endeavour to resolve any complaint by mutual agreement. The consumer is requested to allow Neoderma a period of four weeks for this purpose.
Neoderma is not obliged, and does not undertake, to participate in alternative dispute resolution proceedings before a consumer dispute body.
Article 14 – Use of the products and product information
The products are cosmetic products within the meaning of Regulation (EC) No 1223/2009 and are intended for external use only, in accordance with the directions on the packaging and on the website.
The product information on the website does not constitute medical advice. Consumers with sensitive skin, a known allergy or a skin condition are advised to consult a healthcare professional before use and to carry out a patch test before first application. Use must be discontinued in the event of irritation.
The list of ingredients of each product is stated on its packaging and on the website in accordance with the applicable regulations.
Article 15 – Customer account and use of the website
The consumer may order as a guest or through a customer account. The consumer is responsible for keeping the access details of the account confidential and for the accuracy of the information provided.
Neoderma may suspend or close an account in the event of misuse, fraud or breach of these General Terms and Conditions.
Article 16 – Intellectual property
All content of the website, including texts, images, photographs, videos, logos, trade marks, product names and designs, is protected by intellectual property rights held by Neoderma or its group companies or licensors. No content may be reproduced, distributed or used without prior written consent, other than for the personal, non-commercial use of the consumer.
Article 17 – Liability
Neoderma is liable in accordance with the applicable statutory provisions. Nothing in these General Terms and Conditions excludes or limits Neoderma's liability for death or personal injury, for intent or gross negligence, under the rules on product liability (Articles 6:185 et seq. of the Dutch Civil Code), or in respect of the consumer's statutory rights under the contract.
To the extent permitted by law, Neoderma is not liable for loss resulting from the use of the products contrary to the directions, or from inaccurate or incomplete information provided by the consumer.
Article 18 – Personal data
Neoderma processes the consumer's personal data in accordance with the General Data Protection Regulation (EU) 2016/679 and its Privacy Policy, which can be consulted at neoderma.eu/policies/privacy-policy.
Article 19 – Amendments
The version of these General Terms and Conditions in force at the time the order is placed applies to that order. Neoderma may amend these General Terms and Conditions for future contracts. The current version is available at all times on the website.
Article 20 – Severability
If any provision of these General Terms and Conditions is or becomes invalid or unenforceable, the remaining provisions remain in full force. The invalid provision is replaced by a valid provision that corresponds as closely as possible to its purpose.
Article 21 – Governing law and jurisdiction
Contracts between Neoderma and the consumer to which these General Terms and Conditions apply are governed by Dutch law.
Consumers habitually resident in Belgium, Luxembourg or Cyprus retain the protection afforded to them by the mandatory provisions of the law of their country of residence (Article 6 of Regulation (EC) No 593/2008).
Disputes are submitted to the competent court in Amsterdam, the Netherlands. This is without prejudice to the consumer's right to bring proceedings, or to be sued only, before the courts of the Member State in which the consumer is domiciled (Articles 17 to 19 of Regulation (EU) No 1215/2012). A consumer domiciled in the Netherlands may, within one month after Neoderma has invoked this clause in writing, elect to have the dispute heard by the court that is competent by law.
Annex I – Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To:
Neoderma Amsterdam B.V.
Herengracht 280
1016 BX Amsterdam
The Netherlands
E-mail: europe@neoderma.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 notified on paper):
Date:
(*) Delete as appropriate.