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General Terms and Conditions of ExoticsAtHome

Version: 21 July 2026


Article 1 – Identity of the trader

These General Terms and Conditions are used by:

ABEL B.V.
Trading under the trade name ExoticsAtHome
Baron van Dedemlaan 9
7701 HT Dedemsvaart
Overijssel
The Netherlands

Chamber of Commerce number: 80612849
VAT identification number: NL861735948B01
Email: info@exoticsathome.com
Telephone: +31 6 20 63 74 66
Website: www.exoticsathome.com

The business address stated in this article is not automatically the address from which orders can be collected or to which returns may be sent.

Collection is not possible. A return address will be provided separately to the customer after the return has been registered.


Article 2 – Definitions

In these General Terms and Conditions, the following definitions apply:

ExoticsAtHome: ABEL B.V., trading under the trade name ExoticsAtHome.

Customer: any natural person or legal entity who enters into an agreement with ExoticsAtHome through the online shop or in another agreed manner.

Consumer: a natural person acting for purposes outside their trade, business or profession.

Business customer: a natural person or legal entity acting in the course of a trade, business or profession.

Product: any item offered by ExoticsAtHome, including live plants, plant supplies and other goods.

Agreement: the purchase agreement concluded between ExoticsAtHome and the customer.

Online shop: the ExoticsAtHome website on which products are offered and ordered.

In writing: communication by letter, email, electronic form or another electronic format that can be stored by the recipient.

Business day: Monday to Friday, excluding official public holidays recognised in the Netherlands.

Right of withdrawal: the statutory right of a consumer to withdraw from a distance agreement within the applicable cooling-off period without giving a reason.


Article 3 – Applicability

These General Terms and Conditions apply to:

  • every offer made by ExoticsAtHome;
  • every order placed with ExoticsAtHome;
  • every agreement between ExoticsAtHome and a customer;
  • all supplementary arrangements connected with the order or agreement.

Before an order is placed, these General Terms and Conditions will be made available electronically in a manner that allows the customer to read, save and print them.

By placing the order and accepting these General Terms and Conditions, the customer accepts the version displayed at that time.

Deviations from these General Terms and Conditions are valid only when agreed with ExoticsAtHome in writing.

Any terms and conditions of a business customer are expressly rejected unless ExoticsAtHome has accepted them in writing.

If a provision of these General Terms and Conditions proves to be wholly or partially invalid or unenforceable, the remaining provisions will remain in force. To the extent permitted by law, the invalid provision will be replaced by a valid provision that corresponds as closely as possible to the purpose and intent of the original provision.

If a provision relating to consumers conflicts with mandatory consumer law, the relevant statutory provision will apply.


Article 4 – The offer and product information

ExoticsAtHome describes the products offered as fully and accurately as can reasonably be expected.

The offer contains the information the customer needs to make an informed purchasing decision. This may include:

  • the product name;
  • the price;
  • the available size or version;
  • relevant product characteristics;
  • photographs or other images;
  • any restrictions;
  • availability information;
  • applicable shipping costs.

Obvious mistakes, typographical errors, technical errors, programming errors and clearly incorrect prices are not binding on ExoticsAtHome. If a customer should reasonably have understood that an error had occurred, the customer cannot demand delivery at the incorrect price or under the incorrect conditions.

If an obvious error is discovered after an order has been placed, ExoticsAtHome will contact the customer as soon as possible. The customer may then choose between:

  • continuing the order at the correct price or under the correct conditions; or
  • cancelling the order free of charge and receiving a refund of the amount already paid.

Offers remain valid for as long as they are displayed in the online shop or while stocks last, unless a different validity period is stated with the offer.

ExoticsAtHome cannot guarantee unlimited availability. If an ordered product unexpectedly proves to be unavailable, ExoticsAtHome will inform the customer as soon as possible.

If a product cannot be delivered within a reasonable or agreed period, the customer may cancel the relevant part of the agreement. Any amount already paid for the unavailable product will be refunded.


Article 5 – Live plants and natural characteristics

Live plants are natural products. No two plants are completely identical.

Photographs of plants may be representative sample photographs. The plant delivered may therefore naturally differ from the plant shown, including with regard to:

  • leaf shape;
  • leaf position;
  • leaf colour;
  • number of leaves;
  • trunk shape;
  • branching;
  • growth habit;
  • flowering;
  • natural scarring;
  • minor cosmetic damage;
  • pot shape or pot colour;
  • overall appearance.

Differences resulting from natural growth, the season, transport, cultivation methods or normal biological development do not automatically constitute a defect.

A stated size is a size category or indication unless an exact, measurable size has expressly been agreed.

Natural size differences may occur within size categories such as S, M, L and XL. Depending on the plant species, growth habit and measurement method used, a difference of approximately 30 centimetres may fall within the relevant size category.

The size of a plant may be measured:

  • from the bottom of the nursery pot;
  • from soil level;
  • to the highest natural point of the plant.

The measurement method used may vary by product or product group.

A natural variation or difference in size does not affect the consumer’s statutory rights if the product does not meet what the consumer could reasonably expect under the agreement.

During or shortly after transport, live plants may temporarily respond to changes in light, temperature, humidity or location. Temporary leaf loss, drooping leaves or acclimatisation responses do not therefore necessarily mean that the plant is defective.

The customer remains responsible for appropriate care after delivery. The plant species, location, temperature, watering, humidity, nutrition and other conditions must be taken into account.

Care information on the website is general information. Appropriate care may also depend on the customer’s specific environment and circumstances.


Article 6 – Formation of the agreement

The offer in the online shop is an invitation to the customer to place an order.

The customer places an order by completing the ordering process, entering the requested information, accepting the applicable terms and conditions and definitively confirming the order.

The agreement is formed when ExoticsAtHome has electronically accepted the order and the customer has received an order confirmation.

An automated message merely confirming that the order has been technically received does not constitute acceptance if it expressly states that the order is still subject to review.

Before accepting an order and within the limits of the law, ExoticsAtHome may verify whether:

  • the information provided is accurate and complete;
  • the payment can be processed correctly;
  • the product is available;
  • the order can be fulfilled;
  • there are indications of fraud, misuse or an obvious error.

Before the agreement is concluded, ExoticsAtHome may refuse an order on stated grounds, for example in the event of an obvious pricing error, suspected fraud, incorrect information or a delivery that cannot be fulfilled.

Once the agreement has been formed, ExoticsAtHome may not terminate it without a valid statutory or contractual ground.

The order, order confirmation, invoice and applicable General Terms and Conditions may be stored electronically.


Article 7 – Account

A customer account may be mandatory for placing and managing an order.

When creating and using an account, the customer must provide accurate, complete and current information.

The account is personal. The customer must keep their login details secure and confidential.

The customer must inform ExoticsAtHome as soon as possible if:

  • the account may have been used by an unauthorised person;
  • login details have been lost;
  • the account contains incorrect information;
  • misuse or fraud is suspected.

ExoticsAtHome may temporarily block an account where this is necessary for security, fraud prevention or an investigation into misuse.

The customer may ask ExoticsAtHome to delete the account.

Deleting an account does not mean that information ExoticsAtHome is required to retain under tax, administrative or other statutory obligations will be deleted immediately. Order, invoice and payment information may be retained for the statutory retention period.

Closing an account does not terminate ongoing orders, payment obligations, return procedures or disputes.


Article 8 – Prices, VAT and additional costs

Prices displayed in the online shop are shown including or excluding VAT, depending on the selected display and the customer’s capacity.

Before the order is definitively placed, the following will be clearly displayed:

  • the price of the products;
  • the applicable VAT;
  • the shipping costs;
  • any other costs;
  • the total amount payable.

For consumers, the total amount including VAT and mandatory costs will be displayed no later than during checkout.

Shipping costs are determined based on factors including:

  • the destination country;
  • the total weight;
  • the number of parcels;
  • the dimensions;
  • the selected or required carrier;
  • any special shipping circumstances.

ExoticsAtHome may change prices and shipping rates. For an agreement that has already been concluded, the price agreed when the order was placed will continue to apply, except in the case of an obvious error.

Discount codes:

  • are valid only during the stated period;
  • may be subject to conditions or product exclusions;
  • cannot be exchanged for cash;
  • cannot be applied retrospectively;
  • are non-transferable where this is stated as part of the promotion;
  • cannot be combined unless stated otherwise.

In the event of misuse, fraud, technical duplication or unauthorised use of a discount code, ExoticsAtHome may refuse or correct the discount.


Article 9 – Payment

The customer pays using a payment method offered during checkout.

Payments may be processed by CCV Online Payments and the payment service provider involved with the chosen payment method.

In principle, ExoticsAtHome does not receive complete card or bank details. These details may be processed directly by the payment service provider.

An order does not have to be processed or shipped until the full amount due has been received, unless otherwise agreed in writing.

If a payment fails, is cancelled or is rejected by the payment service provider, ExoticsAtHome may suspend or cancel the order.

If the customer fails to pay on time after a valid payment obligation has arisen, a consumer will first receive a free payment reminder providing the statutory period of fourteen days in which to pay.

If this period expires without payment, the consumer may owe statutory interest and legally permitted extrajudicial collection costs.

For business customers, the payment term stated on the invoice applies. In the event of late payment, statutory commercial interest and reasonable collection costs may be charged to the extent permitted by law.

Refunds will in principle be issued through the same payment method used by the customer, unless:

  • the customer expressly agrees to another method; or
  • a refund through the original method is technically impossible.


Article 10 – Cancelling or changing an order before shipment

The customer may request that an order be changed or cancelled for as long as the order has not yet been handed over to the carrier.

ExoticsAtHome will try to carry out a timely request but cannot guarantee that an order can still be changed or stopped once processing or packaging has begun.

A change may affect:

  • the price;
  • stock availability;
  • the weight;
  • the shipping costs;
  • the processing time.

If a paid order is validly cancelled before shipment, the amount due will be refunded through the original payment method.

This article does not limit the statutory right of withdrawal of consumers.


Article 11 – Processing and shipping

Orders are shipped only. Collection is not possible.

The processing time is generally one to ten business days.

The processing time begins on the first business day after ExoticsAtHome has received full payment.

Processing time means the period within which ExoticsAtHome checks, gathers and carefully packages the order and hands it over to the carrier.

After handover, the carrier requires additional time to deliver the parcel. This transit time is not part of the processing time.

Any displayed or communicated delivery date is an indication unless a binding or guaranteed delivery date has expressly been agreed.

The current information in Track & Trace or MyDPD is leading with regard to the delivery scheduled by the carrier but does not restrict the customer’s statutory rights in the event of delay or non-delivery.

ExoticsAtHome usually ships with DPD.

If a country is not available through the standard shipping options in the online shop, the customer may contact ExoticsAtHome by email. ExoticsAtHome will then investigate whether shipment using another carrier is possible.

Delivery outside the standard shipping area will be agreed only after separate confirmation of:

  • the possibility of shipment;
  • the shipping costs;
  • any import formalities;
  • applicable restrictions;
  • any additional conditions.

The customer is responsible for providing a complete and accurate delivery address and contact details through which they can be reached.

Additional costs resulting from a demonstrably incorrect or incomplete address may be charged to the customer to the extent permitted by law and provided that the error can be attributed to the customer.


Article 12 – Multiple parcels and partial delivery

ExoticsAtHome may ship an order in multiple parcels where this is necessary or desirable due to:

  • weight;
  • size;
  • the protection of live plants;
  • different packaging requirements;
  • available shipping options.

Separate parcels may have different Track & Trace codes and delivery times.

The fact that one parcel has already been delivered does not automatically mean that the entire order has been delivered.

ExoticsAtHome will not charge additional shipping costs for a partial delivery chosen by ExoticsAtHome unless this has been expressly agreed with the customer in advance.

If a parcel is missing, the customer must first check whether multiple shipments or Track & Trace codes have been issued for the order.


Article 13 – Delivery, risk and delivery in the customer’s absence

In a consumer purchase, the risk of loss or damage remains with ExoticsAtHome until the consumer, or a third party appointed by the consumer who is not the carrier, has received the product.

If the consumer appoints a carrier who was not offered by ExoticsAtHome, the risk passes as soon as the product has been handed over to that carrier.

For business customers, the risk passes when the order is handed over to the carrier unless otherwise agreed in writing.

If the customer is absent, the carrier may:

  • make another delivery attempt;
  • deliver the parcel to a parcel shop;
  • deliver the parcel to a neighbour;
  • leave it in a safe place selected or authorised by the customer.

If the customer authorises the carrier to deliver the parcel to a specific place or person, this may affect the assessment of a report that the parcel has not been received.

If Track & Trace states that a parcel has been delivered but the customer cannot locate it, ExoticsAtHome may start an investigation with the carrier before offering a replacement product or refund.

The customer must reasonably cooperate with an investigation, for example by providing information about the delivery location and making enquiries with household members, neighbours or a parcel shop.

The above does not limit the statutory rights of consumers.


Article 14 – Temperature and weather conditions

ExoticsAtHome packages live plants for shipment as carefully as possible.

Live plants may be sensitive to heat, cold, frost and substantial temperature fluctuations.

ExoticsAtHome may temporarily postpone the shipment of live plants where, in its reasonable judgement, weather or temperature conditions present a particular risk to the quality or survival of the plant.

ExoticsAtHome will inform the customer if this results in a significant delay.

If, after ExoticsAtHome has warned the customer of a specific and particular temperature risk, the customer expressly asks for the order to be shipped regardless, the consequences will be assessed in light of the circumstances of the individual case.

Such a request by the customer does not automatically exclude the consumer’s statutory rights. ExoticsAtHome may rely on the request only if it can be demonstrated that the damage was caused by a specific risk about which the customer was clearly informed in advance and which the customer consciously accepted, to the extent permitted by law.


Article 15 – Conformity and statutory guarantee

ExoticsAtHome warrants that a product conforms to the agreement upon delivery.

A product must possess the characteristics the customer could reasonably expect based on the agreement, the product information and all relevant circumstances.

Consumers’ statutory guarantee rights are not limited by:

  • a commercial guarantee;
  • a short notification period;
  • the natural characteristics of plants;
  • a manufacturer’s warranty;
  • other provisions of these General Terms and Conditions.

Whether a live plant conforms to the agreement is assessed based on factors including:

  • the plant species;
  • the ordered size category;
  • the product description;
  • the representative photographs;
  • normal natural variation;
  • the condition upon delivery;
  • the time elapsed since delivery;
  • the care and conditions after delivery.

Damage or deterioration arising after delivery due to unsuitable care, frost, heat, too much or too little water, an unsuitable location, externally acquired diseases or other circumstances at the customer’s premises is not the responsibility of ExoticsAtHome, provided ExoticsAtHome can demonstrate this and the cause was not already present upon delivery.

If a product does not conform to the agreement, the consumer is entitled to the statutory remedy. Depending on the circumstances, this may include:

  • repair;
  • replacement;
  • a price reduction;
  • termination and a refund.

Repair or replacement may be refused if it is impossible or would cause disproportionate costs, subject to the consumer’s statutory rights.

A consumer must report a defect within a reasonable time after discovering it. A report made within two months after discovery is in any event considered timely.


Article 16 – Damaged, missing or incorrectly delivered products

The customer is asked to inspect the order as soon as possible after delivery.

Visible transport damage, a severely damaged or dead plant, a missing product or an incorrectly delivered product should preferably be reported within 48 hours after delivery using the Report a delivery problem form or by emailing info@exoticsathome.com

The purpose of the 48-hour period is to:

  • facilitate a prompt investigation;
  • establish the condition upon delivery;
  • assess packaging and transport damage;
  • preserve evidence for an investigation by the carrier.

The 48-hour period is not a limitation period and does not restrict consumers’ statutory rights in the event of non-conformity.

When a problem is reported, ExoticsAtHome may request reasonable and necessary evidence, such as:

  • photographs of the entire product;
  • photographs of the damage;
  • photographs of the inner and outer packaging;
  • the shipping label;
  • a description of the problem;
  • the order number.

The customer must retain the product and packaging for as long as reasonably necessary to assess the report.

ExoticsAtHome may investigate a report and determine whether the damage:

  • was present upon delivery;
  • occurred during transport;
  • results from normal natural characteristics;
  • was caused by other circumstances after delivery.

If the report is well-founded, ExoticsAtHome will provide an appropriate statutory remedy within a reasonable period.

ExoticsAtHome may reject a claim that can be shown to be unfounded, fraudulent or insufficiently substantiated. The customer will be provided with an explanation.


Article 17 – Consumers’ right of withdrawal

A consumer may withdraw from a distance agreement within fourteen days without giving a reason unless a statutory exception applies.

The cooling-off period begins on the day after:

  • the consumer receives the product;
  • a third party appointed by the consumer, other than the carrier, receives the product;
  • in the case of several products from one order delivered separately, the last product is received;
  • in the case of delivery in several parts or shipments, the final part or shipment is received.

The consumer exercises the right of withdrawal by sending an unequivocal statement to ExoticsAtHome before the cooling-off period expires.

For this purpose, the consumer may use:

  • the online withdrawal form;
  • the model withdrawal form;
  • the designated form on the website;
  • a clear email sent to info@exoticsathome.com

Use of the model withdrawal form is not mandatory.

Prior permission or approval from ExoticsAtHome is not required for a valid withdrawal.

ExoticsAtHome may acknowledge receipt of an electronic withdrawal notification.

The consumer must return the product no later than fourteen days after giving notice of withdrawal.

The deadline is met if the consumer dispatches the product before the return period has expired.

The consumer is asked to register every return in advance so that the correct return address and appropriate packaging and shipping instructions can be provided. Registration is not a condition for the validity of a statutory withdrawal.

A return must not be sent to the business address or another known location without instructions. The correct return address will be provided after registration.


Article 18 – Exceptions to the right of withdrawal

The right of withdrawal does not apply where a statutory exception applies.

This may include:

  • products manufactured according to the consumer’s specifications that are not prefabricated;
  • products that are clearly intended for a specific person;
  • products that are liable to deteriorate rapidly or have a limited shelf life;
  • sealed products that are unsuitable for return for reasons of health protection or hygiene and whose seal has been broken after delivery;
  • products that, due to their nature, have been irrevocably mixed with other items after delivery.

Live plants are not automatically excluded from the right of withdrawal solely because they are living products.

A live plant may only be excluded from the right of withdrawal where, in the specific circumstances, that plant falls within a statutory exception, for example because it can demonstrably deteriorate rapidly or has a limited shelf life.

Where a statutory exception applies, this will be stated as clearly as possible with the product or during the ordering process before the agreement is concluded.

An exception to the right of withdrawal does not affect statutory rights relating to a damaged, incorrectly delivered or non-conforming product.


Article 19 – Obligations during the cooling-off period

During the cooling-off period, the consumer must handle the product and its packaging with care.

The consumer may handle and inspect the product only to the extent necessary to establish its nature, characteristics and functioning, in a manner comparable to what would reasonably be possible in a physical shop.

For live plants, this means that the consumer must, among other things:

  • prevent unnecessary damage;
  • not repot, prune or treat the plant with substances where this is not necessary for its inspection;
  • provide suitable conditions;
  • not expose the plant to frost, extreme heat or unsuitable care.

The consumer is liable only for diminished value resulting from handling that goes beyond what is necessary to establish the product’s nature, characteristics and functioning.

ExoticsAtHome must be able to substantiate any diminished value.

The consumer retains their statutory right of withdrawal if the original packaging is missing but may be liable for demonstrable diminished value or damage resulting from this.


Article 20 – Return costs and return shipment

The direct costs of returning the products are payable by the consumer unless:

  • ExoticsAtHome has offered to bear these costs;
  • ExoticsAtHome failed to inform the consumer correctly in advance that the consumer must bear these costs;
  • there is a well-founded defect or an error by ExoticsAtHome for which ExoticsAtHome is legally responsible for the return costs.

The consumer must package the product carefully and in a manner appropriate to the nature of the product.

For live plants, the provided return instructions should be followed as closely as possible to prevent dehydration, breakage, bruising, temperature damage and movement within the packaging.

The risk associated with the return shipment remains with the consumer until ExoticsAtHome has received the return, except where ExoticsAtHome arranges the transport itself or the law provides otherwise.

The consumer is advised to:

  • use a traceable shipping method;
  • retain proof of shipment;
  • provide the Track & Trace code to ExoticsAtHome.

Refusing a parcel at the door or failing to collect it does not automatically constitute a valid declaration of withdrawal. The consumer must notify ExoticsAtHome of the withdrawal unequivocally.


Article 21 – Refund following withdrawal

Following a valid full withdrawal, ExoticsAtHome will refund:

  • the purchase price of the withdrawn products;
  • the costs paid by the consumer for standard delivery of the full order.

If the consumer withdraws only part of the order, the original shipping costs will not be refunded unless the partial withdrawal demonstrably eliminates costs attributable solely to the returned part.

If the consumer selected a more expensive delivery method than the cheapest standard delivery method offered when placing the original order, ExoticsAtHome is not required to refund the price difference.

ExoticsAtHome will issue the refund no later than fourteen days after receiving the notice of withdrawal.

ExoticsAtHome may withhold the refund until:

  • the product has been received; or
  • the consumer demonstrates that the product has been returned,

whichever occurs first.

The refund will be made using the same payment method used to pay for the order unless the consumer expressly agrees to another method.

The consumer will not be charged any fees for the refund.

Any demonstrable diminished value for which the consumer is liable may be deducted from the amount to be refunded.


Article 22 – Retention of title

All delivered products remain the property of ExoticsAtHome until the customer has paid all amounts due under the agreement in full.

For consumers, retention of title does not affect the time at which risk passes under the law.

Until ownership has passed, a business customer may not pledge, encumber or grant the products as security to third parties.


Article 23 – Complaints

Questions and complaints may be submitted through:

Email: info@exoticsathome.com
Telephone: +31 6 20 63 74 66
Or the applicable form on the website.

The customer should preferably provide:

  • their name and contact details;
  • the order number;
  • a clear description;
  • relevant photographs or documents;
  • the desired solution.

ExoticsAtHome will acknowledge a complaint as soon as possible.

ExoticsAtHome will endeavour to provide a substantive response within fourteen days.

If more time is required, the customer will receive an acknowledgement within this period, including an indication of when a substantive response can be expected.

Submitting a complaint does not automatically suspend a payment obligation unless the law so provides or ExoticsAtHome agrees to the suspension in writing.

The customer must give ExoticsAtHome a reasonable opportunity to investigate the complaint and, where appropriate, resolve it.

Consumers’ statutory rights remain fully applicable.


Article 24 – Liability

ExoticsAtHome is liable for damage attributable to ExoticsAtHome under the law.

Nothing in these General Terms and Conditions excludes or limits liability where such exclusion or limitation is not permitted by law, including liability for:

  • death or personal injury resulting from an attributable fault;
  • intent or deliberate recklessness on the part of the company’s management;
  • mandatory consumer rights;
  • product liability to the extent that it cannot legally be excluded.

ExoticsAtHome is not liable for damage resulting from:

  • incorrect or improper use;
  • unsuitable care;
  • failure to follow clear product or care information;
  • unsuitable conditions after delivery;
  • incorrect or incomplete information provided by the customer;
  • acts of third parties for which ExoticsAtHome is not legally responsible.

For business customers, ExoticsAtHome’s liability for indirect damage is excluded, including consequential loss, loss of profit, loss of savings and business business interruption, except in the event of intent or deliberate recklessness on the part of the company’s management.

To the extent permitted by law, liability towards a business customer is limited to the amount paid under the relevant agreement or, if higher, the amount paid out under the liability insurance policy.

The limitations applying to business customers do not apply where mandatory law prevents them from doing so.


Article 25 – Force majeure

ExoticsAtHome is not liable for a delay or failure caused by a circumstance that cannot be attributed to ExoticsAtHome.

Force majeure may include:

  • extreme weather;
  • frost, heat or other conditions that seriously impede the safe transport of plants;
  • natural disasters;
  • fire;
  • epidemics or pandemics;
  • war, terrorism or civil unrest;
  • government measures;
  • import or export restrictions;
  • strikes;
  • transport disruptions;
  • failures of energy, internet or telecommunications services;
  • serious technical failures;
  • unexpected failures involving suppliers or carriers.

During a force majeure event, the affected obligations are suspended for as long as performance is reasonably impossible.

ExoticsAtHome will inform the customer as soon as possible if force majeure causes a substantial delay.

If performance becomes permanently impossible or remains impossible after a reasonable additional period, the customer and ExoticsAtHome may terminate the affected part of the agreement.

The customer will then receive a refund for the part that will not be performed.

This article does not limit consumers’ statutory rights in the event of non-delivery.


Article 26 – Business customers

The statutory right of withdrawal for consumers does not apply to business customers.

An order is regarded as a business order if the information supplied during the ordering process and the circumstances show that the customer is acting in the course of a trade, business or profession.

ExoticsAtHome may ask a business customer to provide:

  • the company name;
  • a Dutch Chamber of Commerce number or foreign registration number;
  • a valid VAT identification number;
  • invoicing details;
  • proof of business activity.

A business customer must inspect delivered products as soon as possible and should preferably report visible defects in writing within 48 hours.

A business customer must report hidden defects as soon as possible after discovering them.

A business customer cannot rely on a defect if they failed to complain within a reasonable period and ExoticsAtHome was demonstrably prejudiced in its investigation or recovery options as a result.

Returns by a business customer are possible only following a written agreement unless there is a statutory claim relating to a defective delivery.

Acceptance of a business return does not automatically mean that ExoticsAtHome acknowledges that the product is defective.


Article 27 – Intellectual property

All rights to the website and the content published on it belong to ExoticsAtHome or its licensors, including rights relating to:

  • texts;
  • product descriptions;
  • photographs;
  • videos;
  • images;
  • logos;
  • designs;
  • databases;
  • trade names;
  • visual design.

Without prior written permission, these materials may not be commercially copied, published, modified, distributed, reused or exploited except to the extent permitted by law.

Images, product information or other ExoticsAtHome content may not be used for the user’s own sales activities or for a competing website without prior written permission.


Article 28 – Personal data

ExoticsAtHome processes personal data in accordance with applicable data protection legislation.

The Privacy Policy describes, among other things:

  • which personal data is processed;
  • the purposes for which it is processed;
  • the legal grounds on which the processing is based;
  • the parties with whom data is shared;
  • how long data is retained;
  • the rights of data subjects.

The Privacy Policy is separately available on the website.


Article 29 – Communication

ExoticsAtHome may communicate with the customer electronically for the performance of the agreement.

Messages may relate to:

  • the account;
  • the order;
  • payment;
  • invoices;
  • shipping;
  • Track & Trace;
  • returns;
  • complaints;
  • refunds;
  • security.

The customer is responsible for providing and maintaining a working email address and telephone number.

The customer must also check their spam or junk mail folder if an expected message has not been received.

Electronic communications are deemed to have been received when sent to the address supplied by the customer unless ExoticsAtHome knows or reasonably should know that the message was not delivered.


Article 30 – Trusted Shops

ExoticsAtHome may use services provided by Trusted Shops, including:

  • the trustmark;
  • customer reviews;
  • buyer protection;
  • review invitations;
  • complaint mediation.

Additional Trusted Shops terms and conditions may apply to individual Trusted Shops services.

Participation in buyer protection or other Trusted Shops services is established in accordance with the terms and conditions displayed with the relevant service.

The use of Trusted Shops does not limit the customer’s statutory rights against ExoticsAtHome.


Article 31 – Governing law and disputes

Every agreement with ExoticsAtHome is governed by Dutch law.

This choice of law does not deprive a consumer residing in another Member State of the European Union of the protection provided by mandatory provisions of the law of their country of residence.

Disputes will be submitted to the court having jurisdiction under the law.

A consumer may submit a dispute to the competent court of their place of residence where applicable consumer law grants that right.

The parties will first attempt to resolve a dispute through mutual consultation.

Where an applicable complaint or mediation procedure is available through Trusted Shops, the customer may use it in accordance with the Trusted Shops terms and conditions.


Article 32 – Amendments to the General Terms and Conditions

ExoticsAtHome may amend these General Terms and Conditions where this is necessary due to:

  • changes in legislation;
  • changes to the online shop;
  • new products or services;
  • changes to payment or shipping methods;
  • changes in business operations;
  • technical or editorial corrections.

The version accepted by the customer when placing an order applies to that order.

A later amendment does not apply retrospectively to an existing order unless:

  • the amendment is exclusively to the customer’s benefit;
  • the amendment is required by law;
  • the customer expressly agrees to the amendment.

The current version will be published on the website, stating the date on which it was last amended.