Terms & Conditions

Article 1: Definitions

Cooling-off period: The period during which the consumer may withdraw from the contract without giving any reason.

Consumer: A natural person who enters into a contract for personal use and not as part of their trade, business, craft, or profession.

Day: A calendar day.

Continuous transaction: A contract under which delivery or purchase of products or services extends over a longer period.

Durable medium: Any medium that enables information to be stored and accessed unchanged at a later time.

Right of withdrawal: The consumer’s right to cancel the contract within the set period.

Entrepreneur: A person or business who offers products or services remotely to consumers.

Distance contract: A contract concluded without the physical presence of both parties, typically via digital communication.

Means of distance communication: Any method by which a contract can be concluded without both parties being in the same place at the same time.

General Terms and Conditions: The present terms and conditions set by the entrepreneur to enter into contracts.

 

Article 2: Identity of the Entrepreneur

Company name: High Tails & Co.
Chamber of Commerce number: [Available on request]
Trade name: High Tails & Co.
VAT registration number: [Available on request]
Customer service email: info@hightailsco.com
Company address: [Available on request]
Website: https://hightailsco.com

Article 3: Applicability

These terms apply to all distance offers and contracts between the entrepreneur and the consumer, and to all orders placed.

Before a distance contract is concluded, the consumer shall be given the opportunity to review these terms.

If it is not possible to make the terms available beforehand, the entrepreneur shall indicate how they can be accessed at the entrepreneur’s premises and that they will be provided free of charge upon request.

For electronic contracts, the terms can be supplied in digital form so that consumers can easily save them.

Where additional product or service-specific terms apply, the same principles of availability shall apply.

If contradictory terms exist, the consumer may rely on the most favourable provision.

If any provision of these terms is declared invalid, the remaining provisions remain valid and shall be replaced with a provision that best reflects the original intent.

In cases not covered by these terms, the general purpose of the terms shall apply.

Ambiguities in interpretation shall also be resolved in line with the general intent of these terms.

 

Article 4: The Offer

The offer is non-binding and may be changed at any time by the entrepreneur.

All information in the offer, such as images, specifications, and data, is for guidance only and does not entitle the customer to compensation or cancellation in case of errors.

Obvious mistakes or errors are not binding.

The offer contains sufficient information for consumers to make an informed decision.

The entrepreneur cannot guarantee exact colour matches between product images and actual products.

If the offer has limited validity or is subject to conditions, this will be clearly stated.

The consumer shall be informed of the rights and obligations tied to accepting the offer, such as:

  • Prices are exclusive of customs clearance costs and import VAT (payable by the consumer).

  • Shipping costs.

  • Information about postal or courier service VAT arrangements.

  • The manner of concluding the contract and the necessary steps.

  • Whether the right of withdrawal applies.

  • Payment and delivery options.

  • Final date for acceptance of the offer.

  • Availability of alternative sizes, colours, or materials.

Article 5: Conclusion of the Agreement & Payment Terms

The agreement is concluded when the consumer accepts the offer and complies with the specified conditions.

Upon electronic acceptance, the entrepreneur shall immediately confirm receipt of acceptance.

The consumer retains the right to withdraw until receipt of confirmation.

The entrepreneur ensures secure technical and organisational measures for electronic transactions.

The entrepreneur may assess the consumer’s ability to meet payment obligations before accepting an order.

If doubts exist, the entrepreneur may refuse or impose additional conditions.

Upon delivery, the consumer will receive:

  • The entrepreneur’s physical address for complaints.

  • Information about the right of withdrawal or its exclusion.

  • Warranty and service details.

  • Termination requirements for long-term agreements.

All agreements are subject to product availability.

 

Article 6: Right of Withdrawal

Consumers may cancel without reason within 14 days of product receipt.

During this period, the product must be handled carefully and only used as necessary to evaluate it.

To exercise the right of withdrawal, the consumer must notify the entrepreneur in writing or via email (info@hightailsco.com) within 14 days.

The product must be returned within 14 days thereafter, in original condition and packaging where possible.

Proof of timely return (e.g., shipping receipt) must be provided by the consumer.

Failure to notify or return in time finalises the contract.

 

Article 7: Costs of Withdrawal

Return shipping costs are borne by the consumer.

Refunds will be processed within 14 days after withdrawal, provided the product is returned or proof of return is given.

 

Article 8: Exclusion of Right of Withdrawal

The right of withdrawal may be excluded for:

  • Customised or personalised products.

  • Products unsuited to return due to their nature.

  • Products subject to market price fluctuations outside the entrepreneur’s control.

  • Audio/video software with broken seals.

  • Hygiene-sensitive items with broken seals.

Article 9: Prices

Prices remain fixed during the validity of the offer, except for changes due to VAT or regulation.

Variable prices may apply for products linked to financial market fluctuations.

Within 3 months of contract, price increases are only allowed if legally mandated.

After 3 months, increases are permitted if agreed beforehand and the consumer may cancel if they disagree.

Deliveries outside the EU may incur import VAT and customs clearance fees charged by courier services, payable by the consumer.

 

Article 10: Conformity & Warranty

The entrepreneur guarantees products and services conform with the agreement, specifications, reasonable quality and usability requirements, and applicable laws.

Warranty claims do not affect statutory rights.

Defects must be reported within 14 days of delivery.

Warranty equals manufacturer’s warranty, unless voided by misuse, modifications, improper handling, or third-party repair.

 

Article 11: Delivery & Execution

Orders are processed with utmost care.

Delivery occurs at the address provided by the consumer.

Orders are delivered as quickly as possible, always within 30 days unless agreed otherwise.

If delay occurs, the consumer may cancel and receive a full refund within 14 days.

If delivery is impossible, a replacement item may be offered, without affecting withdrawal rights.

Risk of damage or loss remains with the entrepreneur until delivery to the consumer.

 

Article 12: Payment Terms

Consumers must pay due amounts within 7 days of the withdrawal period start, unless otherwise agreed.

Errors in provided payment details must be corrected immediately.

In case of non-payment, reasonable collection costs may be charged after prior notice.

 

Article 13: Complaints Procedure

Complaints must be submitted within 7 days of discovery, fully and clearly described.

The entrepreneur responds within 14 days. If more time is needed, the consumer will be notified.

If not resolved by mutual agreement, disputes fall under dispute resolution.

Valid complaints may result in repair or replacement at no cost.

 

Article 14: Disputes

All agreements are governed exclusively by Dutch law, even if the consumer resides abroad.