- 1. Applicability
- 2. Product information
- 3. Prices and freight
- 4. Terms of payment
- 5. Order and order confirmation
- 6. Changing and/or cancelling the order
- 7. Delivery
- 8. Withdrawal of order
- 9. Right to return the order
- 10. Complaint
- 11. Returns
- 12. Transportation damages
- 13. Warranty
- 14. Liability
- 15. Technical support
- 16. Customer account
- 17. Personal data
- 18. Special terms for software
- 19. Intellectual property rights
- 20. Links to third party websites
- 21. Re-export
- 22. Other
- 23. Disputes and Consumer complaints
- 24. Contact Dustin home
B2C Terms and Conditions
Applicable from 2024-10-01
When purchasing as a consumer at Dustin NL B.V., you are covered by mandatory consumer law as laid down in the Dutch Civil Code.
Terms of Sale
1. Applicability
Dustin home’s B2C Terms and Conditions are applicable for purchases made by private individuals on Dustin home, from the above-mentioned date and replace all of Dustin home’s earlier published B2C Terms and Conditions. When purchasing as a business customer the General Terms of Sale for Product Delivery – Business shall apply.
2. Product information
The products presented on Dustin home’s website represent Dustin home’s ordinary range of goods. In case of a discrepancy between terms, product information or prices stated on Dustin home’s website and in other communications, the information on the website shall prevail to the extent applicable law does not stipulate otherwise.
General information about the products on Dustin home’s website (including information about a product’s characteristics and function) is provided on the respective product page. Dustin home refers to the product manual, or to each manufacturer for more information.
3. Prices and freight
Current prices on products are available on Dustin home’s website, which is updated in real time. The prices are in EUR and include VAT.
Dustin home is entitled to change the prices without prior notification. Between Dustin home and the customer, the agreed price applies unless otherwise specifically agreed.
Cost for freight will be added to all deliveries. The total freight cost is calculated during the check-out process, where the available freight options and costs for the different shipping methods will be shown.
More information about freight cost is available here (in Dutch).
4. Terms of payment
By making a purchase from Dustin home’s website, you are aware of and accept that it means a payment liability.
Payment can be made by credit/debit card issued in the Netherlands (EU) or by direct payment through iDEAL. You can also choose payment by invoice or instalment/account.
Payments by invoice or instalment/account are processed by Klarna Bank AB (publ) who is responsible for credit assessment, notification and receipt of payment. Please note that in these cases the claim will be transferred to Klarna Bank AB (publ) and payment with full discharge of liabilities can therefore only be made to Klarna Bank AB (publ) to the account specified as indicated on the invoice. When paying by invoice/ instalment a credit assessment may be made.
More information about terms of payment is available here (in Dutch).
5. Order and order confirmation
After placing the products you wish to purchase in the shopping cart, you have the possibility to move forward with the order. In the order flow there is a possibility to, among other things, select delivery method and payment method. At the end of the order flow, a summary of your order and the total amount to be paid, including shipping, will be shown. If you choose to pay with Klarna, you can then click “Go to payment” in order to in the next step choose how you want to pay and confirm your purchase by clicking “Pay purchase”. If you choose to pay by card directly in the checkout, you will be asked to fill in your card details and confirm your order by clicking “Complete purchase”. Regardless of payment method, you have made a binding order (offer) when you have clicked “Pay purchase”, meaning that you undertake to pay for the selected products.
When you are submitting an order, an order confirmation with the subject “Thank you for your order” is sent by e-mail. This acknowledgement constitutes information about the content of the order. In connection with the order, being dispatched from Dustin home’s storage, you receive a shipment confirmation by e-mail with the subject “Your order is on its way”. A binding agreement between the parties comes into force when the shipment confirmation has been sent to the customer.
When making a purchase from Dustin home we will request that you accept these B2C Terms and Conditions and confirm that you have read Dustin’s privacy as described below. By accepting the terms, you undertake to comply with the terms in full and accept that they shall apply to your purchase.
Sales are not made to persons under legal guardianship or persons under 18 years old.
6. Changing and/or cancelling the order
You may change your order free of charge until the package has been dispatched by Dustin home. We have dispatched your order when you have received our shipment confirmation. Changes to your order can be made by telephone to the order department on 088-011 82 00, or by e-mail to [email protected]. No changes can be made after your order has been dispatched. Please note that if you pre-pay your order, no changes can be made after the payment has been made.
In addition to clause 8, you may cancel your order free of charge until the shipment has left Dustin home’s storage. Your cancellation will need to have been received by us at least one day prior to the day of your receipt of our shipment confirmation. A cancellation must be notified to Dustin home by e-mail to [email protected]. We will send you an e-mail confirmation of our timely receipt of your cancellation. If the order has been dispatched by Dustin home, Dustin may charge you for the cost of uncollected packages and any other costs that Dustin home had due to the cancellation.
7. Delivery
An order of a product that is in stock and is received by Dustin home before 16:30 on a workday, is generally dispatched the same day.
Delivery time stated for 1-2 days in the web shop means that Dustin home normally can ship the goods within 2 days of ordering. Stock status “Order item” means that the product may have a longer delivery time. If a delivery is delayed, Dustin home will notify you of this by sending a message to the e-mail address you have provided. Information is also provided about the new delivery time. You have the right to cancel the purchase free of charge if you do not accept the new proposed delivery time, by contacting Dustin home on 088-011 82 00.
Your order is delivered to your home address or the nearest service point if the package weighs less than 20 kg. Packages weighing between 20-35 kg are left at a post terminal or a haulage contractor. Goods weighing over 35 kg are left at a heavy goods terminal. Please note that orders cannot be picked up at Dustin home. As a general rule, no sub-deliveries are made, but Dustin reserves the right to, when needed, sub-deliver orders (for example if any of the ordered products are out of stock at retailers).
If the package is to be collected, you will receive a notification with information about where and when the package will be available. Dustin home bears the risk for the product until it is delivered to you.
Delivery can only be made within the Netherlands. Unfortunately, we are unable to deliver goods to the Caribbean parts of the Netherlands.
Dustin home may charge a fee to cover Dustin home’s costs for shipping and administration for uncollected packages. Please note that if you withdraw your order and want to return the product, you first need to collect the product and then return it according to these terms.
More information about delivery is available here.
8. Withdrawal of order
When making a purchase from Dustin home, you as a consumer are entitled to withdraw from a purchase (“the right of withdrawal”) in some cases, in the manner stated in article 6:230o of the Dutch Civil Code. This means that you have the right to withdraw from the contract by submitting or sending a notice thereof to Dustin home within 14 days from the day you took physical possession of the goods (“the withdrawal period”).
You have the right to examine the goods to the extent required to determine the product’s characteristics or function. However, you may be obliged to reimburse Dustin home for diminished value of the goods, if the goods were used or handled largely than necessary in order to ascertain its characteristics or function. Such reimbursement may potentially amount to the total price of the goods.
The right of withdrawal shall not apply to a contract that relates to a sealed audio or video recording or a sealed computer software where the seal has been broken. Seal also refers to technical sealing (e.g. serial number). The right of withdrawal shall also not apply to software that you have downloaded, provided you have consented to receiving the download and have acknowledged to us that by downloading the software you no longer have a right of withdrawal. The right of withdrawal also does not apply to sealed products that are not suitable for return for reasons of health protection or hygiene, such as on-ear and in-ear headsets, and whose seal has been broken.
If you want to use the right of withdrawal, you as a customer shall contact Dustin home, preferable via My Account/ Order history on Dustin home’s website and there create a request for obtaining a return number. The purpose of the return number is to facilitate identification and administration of the return. You can also inform Dustin home of your return by filling in and mailing the EU model form to Dustin home. The model form can be found here. The form is sent to Dustin Netherlands B.V at the address specified below in article 11. If you do not notify Dustin home in advance of your return and do not include a return number when you return, your return will not be processed.
When exercising the right of withdrawal, you should send the goods back to Dustin home within 14 days from the date on which the notice of withdrawal was submitted or sent to Dustin home. Dustin home reserves the right to not reimburse you for the return cost or deduct such (see section 11 for more details).
The amount you have paid for the goods, excluding the original cost for freight, will be repaid no later than 14 days from the date on which Dustin home received the notice of withdrawal, provided that Dustin home within that time has received the goods, or a receipt proving that the goods were sent back. The refund can be made in another way than in the way the payment was made.
9. Right to return the order
For goods from Dustin home’s ordinary range, Dustin home accepts return for full refund of the amount you paid, for up to 14 days after the invoice date. In order to exercise the right to return the goods, it cannot be opened, used or destroyed.
10. Complaint
Upon receipt of the delivery, you should check the products to make sure that they are free of defects, work properly and possess the expected characteristics.
To have a right to claim that a product is defective, you shall make a complaint to Dustin home within reasonable time from when the defect was discovered or should have been discovered. In case of a complaint, you shall contact Dustin home, preferably via My Account/Order history on Dustin home’s website and create an errand for obtaining a return number. The purpose of the return number is to facilitate identification and administration of the repurchase. Please note that receiving a return number does not mean that Dustin home has approved the complaint. The product shall thereafter be returned. The return number is valid for 14 days during which time the product should be Dustin home at hand.
When the product has been returned and the complaint has been approved, Dustin home will compensate you by rectifying the defect, by supplying any missing items or parts, by delivering substitute goods or by repaying (a proportionate part of) the purchase price (including any other costs). The refund will be made as soon possible and not later than 14 days after Dustin home has received the product from you and found that you have the right to complain.
Dustin home reserves the right to inspect the returned product and validate the fault description you have stated. This is why it is important that you provide a description that is as detailed as possible. If Dustin finds that the product is not defective in a way that is covered by Dustin home’s liability (for example due to an external impact), you will need to pay Dustin home for the costs made for testing and freight, to cover Dustin home’s costs for the return.
11. Returns
Returned goods (due to the use of the right of withdrawal, a complaint or the right to return) shall be returned in the original packaging or in another acceptable durable packaging, and well packed in outer packaging (for example a brown corrugated paper carton). Transport damages due to faulty packaging will be charged to you and you will need to pay for these damages. The issued return number should be clearly displayed on the outer packaging. If you do not display the return number on the outer packaging, your return will not be processed.
When exercising the right of withdrawal, the right to return or when you complain and Dustin home has not provided you with an address card, you are responsible for the cost of the return and you are liable for loss of the product or damage to the product until it has reached us.
When a return is made with an address card sent by Dustin home, Dustin home will initially pay for the transportation costs and will bear the risk for the goods from the time you have handed it in at the shipping point. Dustin may deduct the transportation costs from the repayment due to you, e.g. when Dustin home has reserved this right when you exercise your right of withdrawal (see section 8). If a complaint is approved however, you will receive compensation for the freight cost.
Returns are sent to the following address:
Dustin Netherlands B.V.
Attention: Return Department
Standaardruiter 8
3905 PW Veenendaal
More information about returns is available here (in Dutch).
12. Transportation damages
It is important that you upon receipt of the delivery check that the delivered products are not damaged. If your package is damaged, ask the carrier to make a note of the damage on the delivery slip or refuse to receive it. If there is hidden transportation damage, which can only be reasonably be discovered upon opening the product packaging, we expect from you that you inform us upon discovery. Any transportation damage related to products that you have not refused to receive, should upon discovery immediately be reported to Dustin home on 088-011 82 00.
13. Warranty
The warranty period differs between different products, which is specified in the product information for each product. Warranty cases are handled differently depending on the nature of the goods. In some cases, warranty cases are handled by the manufacturer or by by a workshop authorized by the manufacturer. In other cases, warranty cases are handled by Dustin home directly. Please contact us for information on the warranty procedure relating to the product you are interested in before purchasing, if you are unsure.
Dustin home gives no further warranties in excess of respective manufacturer’s specified warranty terms.
14. Liability
Dustin home’s liability due to defects in goods, delays or damages is limited to what is stated in these B2C Terms and Conditions and the Dutch Civil Code. Additional rights for you as customer may be given by the respective manufacturer´s own warranties directed to the final customer.
Dustin home is not, under any circumstances, liable for consequential damages (such as production loss or missing profit) or other damages due to impossibility or difficulty to use computers or information that is not due to shortcomings in the instructions, for loss of data or loss of profit in connection with the use of information or software available on Dustin home's website. Dustin home is also not liable for defects in digital content or digital services if you do not to a reasonable extent cooperate with Dustin home during troubleshooting.
15. Technical support
For technical support and user support, Dustin home has the right to refer you to the respective product manufacturer and, if applicable, to the third business party’s payment support. Phone number to respective manufacturer/supplier is shown on Dustin home’s website under Customer Service/Contact/Who do I contact. Please note that the support can be in English for some manufacturers and that in some cases support is only given via e-mail or websites. Dustin home cannot provide support for products.
16. Customer account
Login information (username and password) to customer accounts on Dustin home’s website shall be handled so that the information does not come to unauthorized persons´ knowledge. By giving your login information to somebody else you thereby confirm that such person owns the right to place orders in your name and that you are liable for payment of such orders. If you suspect that someone has unauthorized access to your login information, it falls upon you to immediately notify Dustin home and to change your password.
The complete terms and conditions for an account on Dustin home’s website are set out in the Terms and conditions for Dustin account (in Dutch).
17. Personal data
Information on how we process your personal data are set out in Dustin's Privacy Policy (in Dutch).
18. Right of use to software
All software that is accessible to collect from Dustin home’s website is copyright-protected work from the respective manufacturer. Upon purchase of software, you as a customer do not receive any other right to this than what follows from the special terms / license agreements included in the software.
19. Intellectual property rights
The content on Dustin home’s website is owned by Dustin Netherlands B.V. or its licenser. The information is protected by marketing law and laws regarding protection of intellectual property rights, which mean that trademark, firm name, product name, pictures and graphic, design, layout etc. are not to be copied or in any other way used without Dustin home´s prior written consent.
Printouts or other copying of material is allowed for own, private, non-commercial use. It is forbidden to copy, save or in any other way reproduce, process, change, transmit, transfer, in other ways utilize or exploit material or parts thereof without Dustin home´s prior written consent.
20. Links to third party websites
Links on Dustin home’s website enables visitors to leave Dustin home’s website. The linked websites are not controlled by Dustin home and Dustin home carries no responsibility what so ever for the content on such websites or the content in the links on such websites. Dustin home provides these links only to facilitate the finding of the websites and the providing of a link does not mean an approval from Dustin home of the website in question.
21. Re-export
The customer agrees not to sell, export, re-export, transfer, or otherwise dispose of any goods supplied under or in connection with this Agreement to any country, company, or individual that is subject to sanctions or export control restrictions imposed by the United Nations, European Union, United States, or any other applicable jurisdiction.
Specifically, the customer agrees not to sell, export or re-export, directly or indirectly, to the Russian Federation or Belarus, or for use in the Russian Federation or Belarus, any goods, technology, services, or intellectual property rights supplied under or in connection with this Agreement that fall under the scope of Article 12g of Council Regulation (EU) No 833/2014.
Customer agrees to notify Dustin immediately if they become aware of any potential or actual violation of this clause. The customer shall cooperate fully with Dustin in any investigation of such violations.
In the event of any breach of this clause, Dustin reserves the right to terminate any agreements with the customer immediately and without notice. The customer shall be liable for any damages, costs, or expenses incurred by Dustin as a result of such breach, including but not limited to legal fees and costs associated with regulatory investigations or enforcement actions.
22. Other
Dustin home is not liable for circumstances beyond Dustin home´s control, such as war like events, riots or revolts, extreme weather conditions, disruptions in public connections, import or export regulations, changes in laws and regulations or in the interpretation thereof, acts of authorities, strike, lockout, blockade or other labour disputes, fire, explosions or other accidents.
Dustin home reserves the right to amend all information, including but not limited to prices, technical specifications and product offers, without prior notification to the customer. However, such changes are not applied to already concluded agreements.
Information and prices are provided with reservation for reasonably apparent misprints and typing-errors, incorrectness in stated technical specifications, supplier’s price rise and for clearance sale.
The information that is available on Dustin home’s website does not constitute an undertaking of applicability, suitability or warranty other than when directly stated in writing to the customer. Current offers apply while stocks last, if not otherwise stated. Dustin home reserves the right to at any time amend these B2C Terms and Conditions.
23. Disputes and Consumer complaints
If your Dustin-product is defected, you are always welcome to contact Dustin home’s customer service. You can reach our customer service on telephone number 088-011 82 00, through the chat function on our website or by notification through your customer account. Information on how you file a complaint through your customer account can be found here (in Dutch).
If you are still not satisfied after the contact with the customer service you can turn to the Geschillen Commissie Consumentenzaken. De Geschillen Commissie Consumentenzaken is an alternative dispute resolution body through which Dustin home has undertaken to resolve disputes and Dustin home has a policy to comply with its recommendations. You can file your complaint here
You can also use The European Commission online dispute resolution platform, which you can access here: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage
24. Contact Dustin home
Dustin Netherlands B.V.
Postal address: Postbus 2625, 3800GD Amersfoort
Visiting address: Standaardruiter 8, 3905PW Veenendaal
Dustin home's customer service number: 088-011 82 00
E-mail: [email protected]
Commercial registry number: 060 889 74
VAT number: NL807448461B01