Terms of Service

Article 1 – Definitions

In these Terms of Service, the following definitions apply:

  • Cooling-off period: the period in which the consumer may exercise their right of withdrawal.

  • Consumer: any natural person acting for non-professional purposes who enters into a distance contract with the seller.

  • Ongoing contract: a distance contract concerning a series of products or services provided over time.

  • Right of withdrawal: the consumer’s right to cancel the distance contract within the cooling-off period.

  • Seller: the legal entity or individual offering products or services to consumers at a distance.

  • Distance contract: an agreement concluded between the seller and the consumer via an organized system for remote sales or services.

  • CESOP: the European Central Electronic System of Payment Information for monitoring payment service providers.

Article 2 – Store Identity

Trade name: Sophia & Henry Austin
Business Registration Number: 88726312
Customer service email: info@sophiahenryaustin.com
Business address: Zwaanshoek, Netherlands
VAT Number: NL252578897B01

Article 3 – Scope of Application

These Terms of Service apply to every offer from the seller and any distance contract concluded between the seller and the consumer. Before completing a purchase, these terms will be made available electronically or via a durable medium.

Article 4 – Offers

All offers are non-binding. The seller reserves the right to amend or withdraw offers at any time. Offers will clearly state the total cost, including shipping fees, import duties, and any applicable processing charges.

Article 5 – Contract

The contract is concluded once the consumer accepts the offer and complies with the stated conditions. The seller will confirm receipt of this acceptance via email.

Article 6 – Right of Withdrawal

The consumer has the right to withdraw from the contract within 30 days of receiving the product, without providing any reason. Return shipping costs are the responsibility of the consumer. Returns must be sent to the original shipping location, which may be outside the United States (e.g., supplier in Asia).

Sale or promotional items are not eligible for a refund. In such cases, a replacement item will be offered instead. The consumer is only responsible for the shipping costs related to the replacement.

Article 7 – Costs of Withdrawal

Refunds will be issued within 30 days of withdrawal, provided the returned product is received in its original condition and packaging.

Article 8 – Customs, Import Taxes, and Duties

8.1 All shipments are made under DDU (Delivered Duty Unpaid) terms.
8.2 This means the customer is solely responsible for:

  • Paying VAT, import duties, or other local taxes;

  • Any customs clearance or brokerage fees;

  • Compliance with local laws and certifications.

8.3 The seller is not the official importer. Ownership transfers to the customer upon shipment. The seller is not liable for customs delays, holds, or penalties.

8.4 Necessary shipping documents (e.g., pro forma invoice) will be provided, but it remains the customer’s responsibility to ensure import compliance.

8.5 The customer agrees to indemnify the seller from any issues or costs resulting from non-compliance with import laws.

8.6 Customers are strongly encouraged to check local regulations before placing an order.

Article 9 – CESOP Compliance

In accordance with European regulations, payment service providers must report transactions via the CESOP system. The seller complies with this requirement.

Article 10 – Conformity and Warranty

The seller guarantees that the products conform to the contract and applicable standards. Defects must be reported in writing within 15 days of delivery. Returns must be sent to their original shipping location and must be in original condition and packaging.

Article 11 – Delivery

Orders are delivered within 30 days unless stated otherwise. In case of delays, the customer will be informed within 15 days. The customer is responsible for import clearance. No refunds will be issued for delays or non-delivery due to customs issues on the customer’s side.

Article 12 – Complaints

Complaints must be submitted in writing within 15 days of receiving the product. The seller will respond within 14 days. If more time is required, the customer will receive an acknowledgment and an estimated resolution time.