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Terms of service
GENERAL TERMS AND CONDITIONS
Pauw B.V.
Version 2026
ARTICLE 1 – DEFINITIONS
1.1 In these general terms and conditions, the following terms have the meanings assigned to them below:
a. Pauw: the private company with limited liability Pauw B.V., having its statutory seat in Amsterdam, with its office located at Europaplein 37, 1078 GV Amsterdam, registered in the Commercial Register of the Chamber of Commerce under number 33158694.
b. Consumer: the natural person acting for purposes outside their trade, business, craft, or profession.
c. Agreement: any agreement between Pauw and Consumer concerning the sale and delivery of Products, regardless of whether it is concluded in a physical store or via a distance sales system.
d. Product: any movable property within the meaning of article 3:2 of the Dutch Civil Code, as well as digital content, offered or delivered by Pauw to the Consumer.
e. Digital Content: data produced and supplied in digital form, including – but not limited to – digital gift cards.
f. Distance Sale: an Agreement concluded within the framework of an organized system for distance sales without the simultaneous physical presence of Pauw and Consumer, making exclusive use of one or more means of distance communication.
g. Physical Store: any retail space operated by Pauw in which Products are sold directly to Consumers.
h. Delivery: the moment at which the Product actually comes into the possession of the Consumer or a third party designated by them.
i. DAP: Delivered At Place in accordance with the most recent version of the Incoterms as established by the International Chamber of Commerce.
1.2 Where these general terms and conditions refer to "in writing", this also includes electronic communication, including email.
1.3 References to statutory provisions always refer to the current applicable version thereof.
ARTICLE 2 – IDENTITY OF THE ENTREPRENEUR
2.1
Pauw B.V.
Europaplein 37
1078 GV Amsterdam
Chamber of Commerce number: 33158694 V
AT number: NL005164278B01
Email address: info@pauw.com
Website: www.pauw.com
2.2 Pauw can be reached via the aforementioned email address and during the regular opening hours of its physical stores.
ARTICLE 3 – APPLICABILITY
3.1 These general terms and conditions apply to all offers made by Pauw and to every Agreement between Pauw and Consumer.
3.2 Deviations from these general terms and conditions are only valid if and to the extent that they have been explicitly confirmed in writing by Pauw.
3.3 The applicability of any general terms and conditions of the Consumer is explicitly rejected.
3.4 If any provision of these general terms and conditions is null and void or is annulled, the remaining provisions shall remain in full force and effect. In such event, the parties shall consult with each other in order to agree upon a new provision that corresponds as closely as possible to the purpose and intent of the original provision.
3.5 All Agreements are exclusively governed by Dutch law.
3.6 Disputes arising from or related to the Agreement shall be submitted to the competent court in Amsterdam, without prejudice to the Consumer's right to invoke mandatory provisions of consumer law of their country of residence within the European Union.
ARTICLE 4 – THE OFFER
4.1 All offers made by Pauw are without obligation, unless explicitly stated otherwise.
4.2 Apparent mistakes or manifest errors in the offer do not bind Pauw.
4.3 Images, colors, dimensions, and specifications of Products serve as indications. Deviations resulting from normal production differences do not give the right to dissolution or compensation, except to the extent that there is a lack of conformity within the meaning of article 7:17 of the Dutch Civil Code.
4.4 Pauw is entitled to modify or withdraw the offer as long as no agreement has been concluded.
ARTICLE 5 – CONCLUSION OF THE AGREEMENT
5.1 In a physical store, the Agreement is concluded at the moment the Consumer pays for the Product.
5.2 In the case of a distance sale, the Agreement is concluded at the moment the Consumer accepts the offer and Pauw electronically confirms the order.
5.3 Pauw is entitled to refuse an order or attach additional conditions if there are objective grounds for doing so, including – but not limited to – suspicion of fraud, abuse, or payment irregularities.
5.4 If Pauw refuses an order after payment has taken place, it will refund the paid amount without delay.
ARTICLE 6 – PRICE AND PAYMENT
6.1 All prices stated by Pauw are expressed in euros and include VAT, unless explicitly stated otherwise.
6.2 Any additional costs for delivery within the European Union, including shipping costs, shall be stated separately prior to the conclusion of the Agreement. For deliveries outside the European Union, import duties, local taxes, import VAT, clearance fees, and other charges imposed by authorities in the country of destination may additionally be due. These costs are not collected by Pauw and are entirely at the expense of the Consumer. For further information, reference is made to article 14.
6.3 For both purchases in the physical store and via the webshop, full payment must be made prior to delivery or handover of the Product.
6.4 Pauw is not obliged to deliver as long as the payment due has not been received in full, unconditionally, and irrevocably.
6.5 In the event of an unjustified chargeback, dispute without legal basis, or otherwise undone payment, the full amount due shall become immediately due and payable.
6.6 The Consumer is not authorized to suspend their payment obligations or to apply set-off, except to the extent that mandatory statutory provisions prescribe otherwise.
ARTICLE 7 – RETENTION OF TITLE
7.1 All Products delivered by Pauw remain the property of Pauw until the Consumer has fully fulfilled all their obligations arising from the Agreement, including the purchase price, any shipping costs, and additional costs.
7.2 If a payment by the Consumer is reversed, annulled, charged back, or otherwise proves to be invalid, the retention of title shall revive by operation of law and the delivery shall be deemed not to have been fully paid.
7.3 As long as the retention of title continues, the Consumer is not entitled to alienate, pledge, or otherwise encumber the product.
7.4 The Consumer undertakes to store the Product with care as long as the retention of title continues.
7.5 If Pauw wishes to exercise its retention of title, the Consumer is obliged to cooperate upon first request in taking back the Product, without prejudice to Pauw's right to additional compensation.
ARTICLE 8 – DELIVERY AND TRANSFER OF RISK
8.1 Delivery shall take place at the address provided by the Consumer or by actual handover in a physical store.
8.2 The risk of loss or damage to the Product passes to the Consumer at the moment of Delivery.
8.3 If delivery is delayed, Pauw will inform the Consumer thereof as soon as possible.
8.4 Exceeding a stated delivery period does not entitle the Consumer to compensation, unless there is a material breach of contract and Pauw fails to deliver within a reasonable period after a notice of default in writing.
8.5 The provisions of this article leave mandatory consumer protection unaffected.
ARTICLE 9 – LIABILITY
9.1 Pauw is exclusively liable for direct damage resulting directly from a culpable failure to perform the Agreement.
9.2 Direct damage is exclusively understood to mean:
a. reasonable costs incurred to establish the cause and extent of the damage;
b. reasonable costs incurred to make Pauw's defective performance conform to the agreement;
c. reasonable costs incurred to prevent or limit damage.
9.3 Any liability of Pauw is limited to the amount paid by the Consumer for the relevant Product.
9.4 Pauw is not liable for:
a. indirect damage;
b. consequential damage;
c. lost profits;
d. missed savings;
e. reputation damage;
f. damage resulting from delivery delays;
g. damage resulting from incorrect or improper use of the Product.
9.5 The limitations included in this article do not apply if and to the extent that the damage is the result of intent or willful recklessness on the part of Pauw, or to the extent that limitation of liability is not permitted pursuant to mandatory law.
9.6 Any legal claim for compensation lapses in accordance with the statutory limitation periods applicable thereto.
ARTICLE 10 – CONFORMITY AND LEGAL WARRANTY
10.1 Pauw guarantees that the delivered Products comply with the Agreement, the specifications stated in the offer, and the reasonable expectations that the Consumer could have based on the nature of the Product and the statements made.
10.2 A Product does not comply with the Agreement if, also taking into account the nature of the Product and public statements made by Pauw, it does not possess the characteristics that the Consumer could expect pursuant to the Agreement.
10.3 The Consumer must notify Pauw of a defect within a reasonable time after they have discovered it or reasonably should have discovered it. Notification within two (2) months after discovery shall in any case be considered timely.
10.4 If a defect manifests itself within one (1) year after Delivery, it is presumed that the Product did not comply with the Agreement at the time of Delivery, unless the nature of the Product or the nature of the defect precludes this.
10.5 In the event of non-conformity, the Consumer is entitled to free repair or replacement, unless this is impossible or cannot be required of Pauw.
10.6 Pauw is entitled to choose repair over replacement if replacement is impossible or disproportionately costly.
10.7 Only if repair or replacement is impossible or does not take place within a reasonable period, the Consumer is entitled to a price reduction or dissolution of the agreement.
10.8 Dissolution is not justified if the defect is of minor significance.
10.9 There is in any case no non-conformity if the defect is entirely or partially the result of:
a. normal wear and tear from use in accordance with the nature and destination of the Product;
b. discoloration, deformation, or material change resulting from normal use;
c. washing, cleaning, drying, or other maintenance contrary to the maintenance instructions provided with the Product;
d. modifications or repairs not carried out by or on behalf of Pauw;
e. incorrect or improper use of the Product.
10.10 Differences in fit, size experience, color representation, or subjective appreciation of style or comfort are not regarded as non-conformity, provided the Product otherwise meets the stated size, specifications, and product description.
10.11 Any commercial warranties do not affect the legal rights of the Consumer.
ARTICLE 11 – PURCHASES IN PHYSICAL STORES
11.1 There is no statutory right of withdrawal for purchases made in physical stores.
11.2 Visible defects or administrative inaccuracies regarding a Product purchased in a physical store must be reported within eight (8) days of purchase to the branch where the Product was purchased.
11.3 The period referred to in paragraph 2 relates exclusively to directly perceptible defects and leaves the Consumer's legal rights regarding non-conformity unaffected.
11.4 Pauw may, without being obliged to do so, decide at its own discretion to exchange a Product or provide store credit.
11.5 No rights can be derived from such a goodwill decision for future transactions.
ARTICLE 12 – DISTANCE SALES (WEBSHOP)
Right of Withdrawal
12.1 The Consumer has the right to dissolve the Agreement regarding a Product purchased via the webshop within fourteen (14) days of Delivery without giving any reason.
12.2 The period referred to in paragraph 1 commences on the day following Delivery of the Product.
12.3 If the Consumer has ordered multiple Products in a single order that are delivered separately, the withdrawal period commences on the day following receipt of the last Product.
12.4 The Consumer must notify a return shipment in advance via the return portal made available by Pauw on Pauw's website.
12.5 Return shipments that have not been notified via the return portal or that are sent to an address other than the return address specified by Pauw may be refused and are entirely at the risk and expense of the Consumer.
12.6 The Consumer must return the Product to Pauw without delay, and no later than fourteen (14) days after issuing the notice of dissolution.
12.7 The costs of return shipment are borne by the Consumer, unless explicitly stated otherwise or provided otherwise by law.
12.8 The Consumer is liable for depreciation of the Product resulting from handling the Product in a manner beyond what is necessary to establish the nature, characteristics, and functioning of the Product.
12.9 In the event of a full withdrawal, Pauw shall refund the purchase price including the costs of standard delivery.
12.10 If the Consumer has chosen a more expensive method of delivery than standard delivery, the additional costs shall not be refunded.
12.11 In the event of partial withdrawal, the original shipping costs shall not be refunded.
12.12 Repayment shall take place within fourteen (14) days of receiving the notice of dissolution, but not before Pauw has received the Product or the Consumer has demonstrated that they have returned the Product.
12.13 Pauw is entitled to suspend repayment until the returned Product has been received.
ARTICLE 13 – EXCLUSION OF RIGHT OF WITHDRAWAL FOR DIGITAL CONTENT
13.1 The right of withdrawal is excluded for digital content not supplied on a tangible medium, if:
a. performance has begun with the Consumer's explicit prior consent; and
b. the Consumer has declared that they waive their right of withdrawal.
13.2 Digital gift cards are regarded as digital content within the meaning of this article.
ARTICLE 14 – INTERNATIONAL DELIVERY (DAP)
14.1 Deliveries outside the European Union take place on a DAP basis.
14.2 In such deliveries, the Consumer acts as the importer in the country of destination and is fully responsible for compliance with the import and customs regulations applicable there.
14.3 All import duties, local taxes, import VAT, clearance fees, and other charges imposed by authorities in the country of destination are entirely at the expense and risk of the Consumer.
14.4 The costs referred to in paragraph 3 are not collected by Pauw and are not eligible for reimbursement.
14.5 If the Consumer refuses to pay the import duties, taxes, or clearance fees due, or fails to take delivery of the shipment, Pauw is entitled to:
a. dissolve the Agreement extrajudicially;
b. set off return freight, storage costs, customs costs, charges, administrative costs, and other related costs against the amount paid by the Consumer.
14.6 If the costs referred to in paragraph 5 exceed the purchase price, the remainder shall remain payable by the Consumer.
14.7 In the event of a return shipment from a country outside the European Union, import duties, local taxes, and clearance fees already paid remain at the expense of the Consumer.
14.8 Pauw is not liable for delays, damage, or costs resulting from customs procedures in the country of destination.
ARTICLE 15 – GIFT CARDS AND STORE CREDIT
15.1 Gift cards and store credit issued by Pauw have unlimited validity.
15.2 Gift cards and store credit are redeemable in physical stores and via the webshop.
15.3 Gift cards and store credit are not redeemable for cash and do not bear interest.
15.4 Store credit is personal and non-transferable.
15.5 Pauw reserves the right to block, invalidate, or refuse gift cards and store credit in the event of fraud, abuse, unjustified chargebacks, or other payment irregularities.
15.6 Gift cards and store credit are issued in euros. Any exchange rate differences are borne by the Consumer.
ARTICLE 16 – FRAUD AND CHARGEBACKS
16.1 In the event of an unjustified chargeback, dispute without legal basis, or other payment irregularity, the full amount due shall become immediately due and payable.
16.2 Pauw is entitled to charge reasonable administrative and collection costs.
16.3 Pauw reserves the right to refuse future orders from the Consumer concerned.
16.4 Pauw is entitled to temporarily or permanently block accounts, gift cards, and store credit in the event of fraud, abuse, or payment irregularities.
ARTICLE 17 – COMPLAINTS
17.1 Complaints regarding the performance of the Agreement must be submitted to Pauw fully and clearly described within a reasonable time after the Consumer has discovered the defects.
17.2 Pauw will handle and respond to complaints within a reasonable period.
ARTICLE 18 – WEBSITE INFORMATION
18.1 Information on Pauw's website, including the FAQ page, is intended solely for general explanation of Pauw's services. No rights can be derived from this information, and it does not form part of the agreement, unless explicitly stated otherwise.
ARTICLE 19 – FINAL PROVISIONS
19.1 If any provision of these general terms and conditions proves to be void or is annulled, this shall not affect the validity of the remaining provisions.
19.2 In such an event, the parties shall consult with each other in order to agree upon a replacement provision that corresponds as closely as possible to the purpose and intent of the original provision.