TERMS AND CONDITIONS
1. General
The website www.auclaireurope.com and the online shop available on the website (together the “Website”) are operated by X-Tend B.V. (“we”, “us” or “Auclair”), a private limited company with its registered office at Innovatiestraat 11, 8051TC Hattem, The Netherlands.
These Terms and Conditions (the “Terms”) apply to all purchases made by consumers on the Website. By visiting the Website and/or placing an order, you confirm that you are purchasing as a consumer and that you accept and agree to be bound by these Terms. Please make sure you have read and understood these Terms before placing an order.
We reserve the right to modify these Terms without prior notice by posting revised Terms on the Website. Each order is governed by the version of the Terms posted on the Website at the time your order is placed. We may also modify the content of the Website without prior notice.
These Terms in no way limit your statutory consumer rights. In the event of any conflict between these Terms and applicable consumer law, the latter shall prevail.
2. Orders and Payments
You must be at least 18 years old and a consumer (i.e. not a business or reseller) to place an order on the website.
When you place an order, you will receive an email confirming that we have received your order. This email only confirms receipt and does not constitute acceptance of your order. The actual contract is not concluded until your payment has been approved, the order has been processed, and we send you a confirmation email. We reserve the right to reject any order for any reason. Furthermore, we reserve the right to cancel an accepted order if the product is out of stock, your billing details are incorrect, we cannot deliver to the address provided, the product price was displayed incorrectly on the Website, we suspect fraud, you are under 18 years old, an event of force majeure occurs (see below), or the customer has acted in bad faith (e.g. knowingly providing incorrect information such as pricing errors).
If we reject or cancel your order, we will contact you and, if possible, offer an alternative solution.
Once your order has been placed and accepted in our system, it may be technically difficult for us to cancel or modify it. If you change your mind or wish to cancel for any reason, please contact our customer service team and have your order number ready. We will do our best to help, but note that you may need to accept and return the order if cancellation is no longer possible.
We offer secure payment methods through encrypted payment solutions provided by our payment partners Adyen and Klarna. Available payment methods may vary depending on your country of purchase.
3. Prices and VAT
All prices on the Website include VAT and exclude delivery costs. The applicable VAT rate may vary depending on the country of purchase; see the list below for applicable rates.
We reserve the right to change prices on the Website without prior notice.
Applicable VAT rates:
Austria, Bulgaria, Croatia, Cyprus, Czech Republic, Estonia, France, Finland, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden: 25% VAT, VAT country Sweden, SE5565291845
Belgium: 21% VAT, VAT country Belgium, BE0675661220
Denmark: 25% VAT, VAT country Denmark, DK12911963
Netherlands: 21% VAT, VAT country Netherlands, NL0050415371
4. Shipping and Delivery
All orders placed on the Website are shipped from Auclair’s warehouse in Hattem, The Netherlands. We dispatch orders on business days and strive to deliver your purchase as quickly as possible. Delivery time varies depending on your location, and estimated delivery time is shown at checkout and in your order confirmation email.
To avoid delivery delays, please provide correct billing and shipping details. All orders are shipped with tracking, and you can follow your shipment using the tracking number provided in your confirmation email. If you have any questions or need assistance tracking your order, please contact our customer service.
Delivery methods and costs may vary depending on your country of purchase and may change (e.g. during promotions).
Delivery method:
Packages are generally dispatched within 2 days after receipt of payment via GLS, without signature upon delivery. Unfortunately, tracking is not yet available at this time.
Shipping costs include handling, packaging, and postage fees. Handling fees are fixed, whereas transport costs depend on total shipment weight. We recommend combining items in one order whenever possible, as we cannot merge separate orders — shipping fees will apply to each. Your package is shipped at your own risk, but special care is taken to protect fragile items.
Our boxes are amply sized to ensure your items are well protected.
5. Right of Withdrawal
You have a legal right of withdrawal, meaning you may withdraw from your purchase (i.e. an order made on the Website) within 14 days without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party designated by you (other than the carrier), takes physical possession of the items (or, for multiple deliveries, the final part of your order).
To exercise your right of withdrawal, you must inform us of your decision to withdraw from the contract through a clear statement (e.g. a letter sent by post or email). You may use the model withdrawal form provided, though this is not mandatory. To meet the withdrawal deadline, it is sufficient to send your communication before the 14-day period expires.
If you withdraw, we will refund all payments received from you, including delivery costs (except any additional costs resulting from your choice of a different delivery method than our standard option), without undue delay and no later than 14 days after we are informed of your decision. Refunds will be made using the same payment method you used for the original transaction unless otherwise agreed; you will not incur any fees for such refund. We may withhold the refund until we have received the goods back or until you have provided proof of return shipment, whichever occurs first.
You must return the goods without undue delay and in any case within 14 days from the day you informed us of your withdrawal. The deadline is met if you send back the goods before the 14-day period has expired.
We will cover the return costs if you use the prepaid return label and follow the included instructions. Otherwise, you will bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics, and functioning.
6. Voluntary Return Policy
In addition to your statutory right of withdrawal, Auclair offers a voluntary return policy allowing you to return items purchased on the Website within 14 days of receipt. Returned items must be unused, undamaged, and in their original packaging, including hangtags and accessories provided with the delivery.
Return shipping costs from your home to our warehouse are at your own expense.
Provided you comply with the above, we will refund the full purchase price within ten business days after receiving and processing your return in our warehouse.
If you wish to exchange an item for another size or color, please return the original product and place a new order. You may also contact our customer service for assistance.
7. Exceptions to the Right of Withdrawal and Voluntary Return Policy
Please note that the right of withdrawal and the voluntary return policy do not apply to the following items:
a) Goods made to the consumer’s specifications or clearly personalized; or
b) Sealed goods which are not suitable for return for health protection or hygiene reasons and have been opened after delivery (e.g. underwear).
8. Defective Items
You have the right to return items that are defective or not in conformity with your order. If you receive defective goods, please contact us as soon as possible and inform us of the defect, but no later than two months after you noticed (or should have noticed) it.
Auclair remains liable for defects or non-conformity that existed at the time of delivery and that appear within three years (or a shorter period as prescribed by local law) thereafter. Unless proven otherwise, any defect appearing within six months after delivery (or a longer period as required by local law) is presumed to have existed at delivery, unless this presumption is incompatible with the nature of the goods or the defect.
If you return goods you consider defective, we will inspect them and, if we agree they are faulty, either repair or replace them, or refund the purchase price.
9. Force Majeure
Auclair shall not be liable for any delay or failure to perform obligations where such failure results from circumstances beyond our reasonable control, including but not limited to floods, fire, earthquakes, natural disasters, strikes or labor disputes, accidents, epidemics, pandemics, war, civil unrest, acts or threats of terrorism, or governmental actions (force majeure).
We will contact you if a force majeure event affects our ability to fulfill your order. If your delivery is delayed due to such an event, we will arrange delivery as soon as possible after the event has passed. You may also cancel the purchase by notifying us.
10. Personal Data
We process personal data in accordance with our Privacy Policy, available [here].
11. Governing Law
These Terms and any purchases made on the Website shall be governed by the substantive laws of Sweden, excluding its conflict of law principles and the applicability of the United Nations Convention on Contracts for the International Sale of Goods (CISG).
12. Dispute Resolution
If you have a question or complaint, please contact us. If you believe your complaint has not been handled satisfactorily, you may use the European Commission’s Online Dispute Resolution platform for consumer disputes, available.
13. Contact Information
You can contact us by emailing office@xtendbenelux.com or by calling our customer service at +31 (0)38 85 09 100 (standard national or international rates apply). You may also send us a letter to the address mentioned at the beginning of these Terms. Our customer service is available in English and Dutch.
Opening hours: Weekdays 08:30 – 17:00 CET