Terms and conditions

Article 4 - The Offer

1. If an offer has a limited validity period or is subject to conditions, this will be explicitly stated in the offer.

2. The offer is non-binding. The Entrepreneur is entitled to change and adjust the offer.

3. The offer contains a complete and accurate description of the offered products. The description is sufficiently detailed to enable a proper assessment of the offer by the Consumer. If the Entrepreneur uses images, these are a true representation of the products offered. The Entrepreneur cannot guarantee that the displayed colors exactly match the real colors of the products and obvious errors or mistakes in the offer do not bind the Entrepreneur.

4. All images, specifications, and data in the offer are indicative and cannot be a reason for compensation or dissolution of the agreement.

Article 5 - The Agreement

1. The Agreement is concluded, subject to the provisions of paragraph 4, at the moment of acceptance by the Consumer of the offer and compliance with the conditions set.

2. If the Consumer has accepted the offer electronically, the Entrepreneur will promptly confirm receipt of the acceptance of the offer by email. As long as the receipt of this acceptance has not been confirmed by the Entrepreneur, the Consumer can dissolve the agreement by email via support@valkstore.nl .

3. If the Agreement is established electronically, the Entrepreneur will implement appropriate technical and organizational measures to secure the electronic transfer of data and ensure a safe web environment. For electronic payment by the Consumer, the Entrepreneur will also observe appropriate security measures.

4. The Entrepreneur may, within legal frameworks, inquire whether the Consumer can meet their payment obligations, as well as all facts and factors relevant for a responsible conclusion of the remote agreement. If based on this investigation the Entrepreneur has good reasons not to enter into the agreement, they are entitled to refuse an order or application with reasons or to attach special conditions to the execution.

5. In the electronic confirmation of the Agreement, the Entrepreneur will send the following information by email to the Consumer:

• the email address of the Entrepreneur where the Consumer can submit questions and complaints;

• the information about the conditions under which and the manner in which the Consumer can exercise the Right of Withdrawal and guarantees after purchase;

6. Every Agreement is concluded under the suspensive condition of sufficient availability of the relevant products.

Article 6 - Right of Withdrawal

1. Upon purchasing products, the Consumer has a Reflection Period of 14 Days. The Reflection Period begins on the Day after the Consumer or a representative previously designated by the Consumer and made known to the Entrepreneur receives the product.

2.During the Cooling-off Period, the Consumer shall handle the product and the packaging with care. He shall only unpack or use the product to the extent necessary to assess whether he wishes to keep the product. If he exercises his Right of Withdrawal, he shall return the product with all supplied accessories and, if reasonably possible, in its original condition and packaging to the Entrepreneur, in accordance with the reasonable and clear instructions provided by the Entrepreneur.

3. When the Consumer wishes to exercise his Right of Withdrawal, he is obliged to inform the Entrepreneur within 14 Days after receiving the product via email at support@valkstore.nl . After the Consumer has communicated his intention to exercise his Right of Withdrawal and has received the relevant instructions, the customer must return the product within 14 Days. The Consumer must prove that the goods were returned on time, for example, by providing proof of shipment.

4.If the customer has not expressed his intention to use his Right of Withdrawal within the periods mentioned in paragraphs 2 and 3, or has not returned the product to the Entrepreneur, the purchase becomes a fact.

Article 7 - Costs in case of withdrawal

1.If the Consumer exercises his Right of Withdrawal, at most the costs of return shipment shall be for his account.

2. If the Consumer has paid an amount, the Entrepreneur shall reimburse this amount as soon as possible, but no later than 14 Days after withdrawal. The condition is that the product has already been received back by the online retailer or conclusive proof of complete return can be provided. Reimbursement will be made via the same payment method used by the Consumer unless the Consumer explicitly agrees to a different payment method.

3.In case of damage to the product due to careless handling by the Consumer, the Consumer is liable for any depreciation of the product. Cleaning costs are included in this depreciation if the returned product requires cleaning due to use or careless handling to be resalable again. These costs will be communicated to the Consumer with justification.

Article 8 - Exclusion of Right of Withdrawal

The Entrepreneur excludes the Consumer's Right of Withdrawal for products manufactured according to the Consumer's specifications. This applies at least to the beds and mattresses, toppers, and headboards purchased in combination with a bed, as well as mattresses and toppers in non-standard sizes from the standard range.

Article 9 - The price

1.During the validity period mentioned in the offer for a special promotion, the prices of the offered products will not be increased, except for price changes resulting from changes in VAT rates.

2.The prices mentioned in the product offer include VAT.

3.All prices are subject to printing and typesetting errors. The Entrepreneur is not liable for the consequences of printing and typesetting errors and is not obliged to deliver the product at the incorrect price.

Article 10 - Conformity and Guarantee

1.The Entrepreneur guarantees that the products comply with the Agreement, the specifications mentioned in the offer, the reasonable requirements of reliability and/or usability, and the legal provisions and/or government regulations existing on the date of the conclusion of the Agreement.

2. Any defects or incorrectly delivered products must be reported to the Entrepreneur within 2 months after delivery via email at support@valkstore.nl . Returning the products must be done in the original packaging and in new condition.

3.The warranty period of the Entrepreneur corresponds to the manufacturer's warranty period. However, the Entrepreneur is never responsible for the ultimate suitability of the products for each individual application by the Consumer, nor for any advice regarding the use or application of the products.

4.The warranty does not apply if:

• The Consumer has repaired and/or altered the delivered products himself or had them repaired and/or altered by third parties;

• The delivered products have been exposed to abnormal conditions or otherwise handled carelessly or have been treated contrary to the instructions of the Entrepreneur and/or on the packaging;

• The defectiveness is entirely or partially the result of regulations that the government has set or will set regarding the nature or quality of the materials used.

Article 11 - Delivery and execution

1.The Entrepreneur shall observe the greatest possible care in receiving and executing orders for products.

2.The place of delivery is the address that the Consumer has made known to the Entrepreneur, unless delivery takes place on the Wadden Islands. In that case, the depot designated by the Entrepreneur on the mainland is considered the place of delivery.

3.Subject to the provisions in paragraph 4 of this article, the Entrepreneur will deliver accepted orders within 5 working days. For beds and bed components like mattresses and toppers, a delivery time of 3-8 weeks applies. If delivery is delayed, or if an order cannot be executed or can only be partially executed (for customized orders it may occur that one of the products is out of stock or not deliverable), the Consumer will be informed of this as soon as possible by the Entrepreneur.

4.All delivery times are indicative. The Consumer cannot derive any rights from any mentioned terms. Exceeding a term does not entitle the Consumer to compensation.

5.If delivery of an ordered product proves to be impossible, the Entrepreneur will endeavor to make a replacement article available in consultation with the Consumer and report this to the Consumer as soon as possible. If that fails, the Entrepreneur also has the right to refund the amount paid by the Consumer.

6.The risk of damage and/or loss of products rests with the Entrepreneur until the moment of delivery to the Consumer or a previously designated and made known representative to the Entrepreneur, unless expressly agreed otherwise.

Article 12 – Van der Valk Giftcard

1.These provisions apply to the purchase and use of Van der Valk Gift cards, both physical and digital.

2.Gift cards are available in predetermined amounts.

3.The validity period is 5 years from the date of issue, unless otherwise stated.

4. Only gift cards purchased through official Van der Valk channels (Van der Valk Hotels, valkstore.nl and valkgiftcard.com) are valid. The Entrepreneur reserves the right to block gift cards obtained through unauthorized sellers. NOTE: uncovered gift cards are being offered through other channels.

5.Gift cards are not redeemable for cash and no interest is paid on the balance.

6.Gift cards can be used for payments at all Van der Valk locations and/or online.

7. The balance can be spent in parts. The remaining balance remains available until the expiration date.

8. Gift cards cannot be used to purchase other gift cards.

9. In case of loss, theft, or unauthorized use of a gift card, the Entrepreneur is not liable for damage or replacement.

10. The Entrepreneur reserves the right to block gift cards in case of suspected fraud, abuse, or technical manipulation.

11. Gift cards obtained through fraudulent transactions (such as stolen credit cards) will be declared invalid.

12. When purchasing a gift card through valkstore.nl or valkgiftcard.com, the Consumer has the right to cancel the purchase within 14 days, provided the gift card has not been used.

13. Digital gift cards that are delivered immediately and whose use has started are excluded from the Right of Withdrawal.

14. The Entrepreneur is not liable for damage resulting from the inability to use a gift card due to technical malfunctions, loss, or theft.

15. The Entrepreneur is not responsible for the use of gift cards with third parties.

Article 13 - Complaints Procedure

1. Complaints about the execution of the Agreement must be submitted to the Entrepreneur by email within 14 days of discovery, fully and clearly described.support@valkstore.nl.

2. Complaints submitted to the Entrepreneur will be answered within a period of 14 days from the date of receipt. If a complaint requires a foreseeably longer processing time, the Entrepreneur will respond within 14 days with a confirmation of receipt and an indication of when the Consumer can expect a more detailed answer.

3. If a complaint is found to be justified by the Entrepreneur, the Entrepreneur will, at her choice, replace or repair the delivered products free of charge or refund the amount paid by the Consumer.

4. If a complaint cannot be resolved in mutual consultation, the Consumer is free to submit the complaint to a competent court.

5. The Entrepreneur is not affiliated with a recognized dispute resolution committee and therefore cannot offer binding alternative dispute resolution. However, the Entrepreneur is open to mediation via an independent third party, if both parties agree.

Article 14 - Disputes

1. Dutch law exclusively applies to Agreements to which these General Terms and Conditions apply, even if the Consumer resides abroad.

2. Disputes will be submitted to the competent court in the Netherlands, without prejudice to the consumer's right to initiate proceedings at the court in the consumer's country of residence.

3. The Vienna Sales Convention is expressly excluded.

Article 15 - Additional or Deviating Provisions

1. Additional or deviating provisions from these General Terms and Conditions must be recorded in writing.

2. The Entrepreneur reserves the right to amend these General Terms and Conditions. The current version is always available via valkstore.nl and valkgiftcard.com.

Version December 2025