Terms of service
Hamwells International B2C Terms & Conditions
Hamwells Nederland B.V.
Gantelstraat 25
3044 AJ Rotterdam
The Netherlands
Version: September 2026
1. General
These International B2C Terms & Conditions (“Terms”) apply to all offers, orders and agreements between Hamwells Nederland B.V. (“Hamwells”, “we”, “us” or “our”) and consumers (“Consumer”, “you” or “your”) purchasing products through the Hamwells webshop.
Hamwells Nederland B.V. is registered in the Netherlands and has its registered address at:
Hamwells Nederland B.V.
Gantelstraat 25
3044 AJ Rotterdam
The Netherlands
These Terms apply exclusively to sales to consumers acting for purposes outside their trade, business, craft or profession.
By placing an order through the Hamwells webshop, you agree to these Terms.
Mandatory consumer rights applicable in the Consumer’s country remain unaffected by these Terms.
2. Products
Hamwells manufactures and sells products including, but not limited to:
- Blue-10XE;
- Blue-21XE;
- Loopz;
- accessories and related products.
Product specifications, dimensions, images and other information displayed on the webshop are intended to provide an accurate description of the Products.
Minor changes to a Product that do not materially affect its functionality, performance or conformity may be made where necessary, including changes resulting from product development, availability of components or manufacturing improvements.
3. Offers and Product Information
All offers on the Hamwells webshop are subject to availability.
Hamwells makes reasonable efforts to ensure that product descriptions, specifications, images and prices are accurate and up to date.
Typographical or obvious errors in product information, specifications or pricing do not create an obligation for Hamwells to supply a Product at an obviously incorrect price or on obviously incorrect terms.
Where a Product is custom-configured or made according to Consumer-specific requirements, this will be indicated during the ordering process.
4. Prices
All prices displayed to Consumers include applicable VAT or other sales taxes where required by applicable law, unless explicitly stated otherwise.
The total price payable by the Consumer, including applicable taxes and delivery costs, will be displayed before the order is placed.
No additional import duties, customs charges or import taxes will be charged to the Consumer where the Product is sold on DDP (Delivered Duty Paid) terms and such charges are the responsibility of the seller under the applicable DDP arrangement.
If taxes, duties or charges arise that are legally imposed on the Consumer despite the agreed delivery terms, Hamwells will provide the Consumer with the relevant information as required by applicable law.
5. Ordering
An order is placed when the Consumer completes the checkout process and submits the order.
The Consumer is responsible for ensuring that all information supplied during checkout is complete and accurate, including:
- name;
- delivery address;
- contact details;
- billing information;
- and any information required for installation or delivery.
After receiving an order, Hamwells will send an electronic order confirmation.
The order confirmation confirms receipt of the order but does not necessarily constitute acceptance of the order where Hamwells is unable to fulfil the order due to circumstances such as product unavailability, obvious pricing errors or other legitimate reasons.
If Hamwells cannot fulfil an accepted order, the Consumer will be informed as soon as reasonably possible and any payment already made for the affected Product will be refunded.
6. Payment
Payment must be made using one of the payment methods offered through the Hamwells webshop.
Hamwells may use third-party payment service providers to process payments.
The Consumer remains responsible for providing correct payment information and completing the payment process.
7. Delivery
Hamwells delivers Products internationally where delivery to the relevant destination is offered through the webshop.
The estimated delivery time is displayed during the ordering process or communicated separately where applicable.
Delivery times are estimates unless an explicit delivery deadline has been agreed.
If a Product cannot be delivered within the agreed or legally applicable period, the Consumer will be informed and, where required by law, will have the right to cancel the order and receive a refund.
Risk of loss or damage to the Product passes to the Consumer only when the Consumer, or a third party designated by the Consumer other than the carrier, physically receives the Product, unless mandatory applicable law provides otherwise.
8. DDP Delivery
Where the order is explicitly sold on DDP (Delivered Duty Paid) terms, Hamwells is responsible for the import clearance, import duties and taxes and other costs that are the seller’s responsibility under the agreed DDP delivery arrangement.
The Consumer is responsible for providing any information reasonably required to complete customs or import procedures.
DDP delivery does not alter or limit any statutory consumer rights.
9. Installation
Unless explicitly stated otherwise, the Product is supplied for installation by the Consumer or an independent installer.
The Consumer is responsible for ensuring that installation is carried out in accordance with:
- the latest Hamwells installation instructions;
- applicable local laws and regulations;
- applicable electrical, plumbing and building requirements;
- and any specific installation requirements applicable to the Product.
Where applicable law requires installation by a qualified professional, the Consumer is responsible for arranging such installation.
Incorrect installation may affect the operation of the Product and may result in defects that are not covered by the commercial warranty.
10. Accessibility of Built-in Products
Products designed to be built into a building or installation must remain sufficiently accessible for inspection, maintenance, repair and replacement of components.
The Consumer is responsible for ensuring that adequate access is provided before permanently closing or finishing the installation.
Where a Product has been installed without the access required by the installation instructions, Hamwells may require access to be created before carrying out inspection, maintenance or repair.
The costs of creating such access are not covered by the commercial warranty to the extent permitted by applicable law.
Further provisions concerning accessibility and warranty are set out in the Hamwells Warranty Terms.
11. Right of Withdrawal
Where applicable law grants the Consumer a statutory right of withdrawal for distance purchases, the Consumer may exercise that right within the applicable statutory withdrawal period without giving a reason.
For consumers within the European Union, the statutory withdrawal period for goods is generally 14 days from the day on which the Consumer or a third party designated by the Consumer acquires physical possession of the goods, subject to the statutory exceptions. (European Union)
The Consumer may exercise the right of withdrawal by making an unequivocal statement informing Hamwells of the decision to withdraw.
The Consumer may use the model withdrawal form provided by Hamwells, but is not required to do so.
The Consumer must return the Product without undue delay and, where required by applicable law, within the applicable statutory period after notifying Hamwells of the withdrawal.
12. Exceptions to the Right of Withdrawal
The statutory right of withdrawal does not apply where an applicable statutory exception applies.
This may include, where applicable:
- Products made according to the Consumer’s specifications or clearly personalised;
- Products that are liable to deteriorate or expire rapidly;
- sealed Products that cannot be returned for health protection or hygiene reasons after the seal has been removed;
- Products that, after delivery, have been inseparably mixed with other items;
- other statutory exceptions applicable in the Consumer’s country.
Hamwells will identify any applicable exception during the ordering process where required by law.
13. Handling of Products During the Withdrawal Period
During the withdrawal period, the Consumer may handle and inspect the Product only to the extent necessary to establish its nature, characteristics and functioning, as the Consumer would reasonably be permitted to do in a physical shop.
Where the Consumer handles or uses the Product beyond what is necessary for such inspection and the Product consequently suffers a reduction in value, the Consumer may be liable for that reduction in value to the extent permitted by applicable law.
For Products intended for installation, the Consumer should not install, permanently modify or incorporate the Product into a building during the withdrawal period if doing so would prevent or materially impair its return.
14. Returns
When exercising the statutory right of withdrawal, the Consumer must return the Product in accordance with Hamwells’ return instructions.
Unless Hamwells has agreed to bear the costs or applicable law provides otherwise, the Consumer is responsible for the direct cost of returning the Product.
Where the Product is large, heavy or difficult to return by ordinary post, Hamwells will provide information concerning the expected return costs where required by applicable law.
The Consumer remains responsible for ensuring that the returned Product is properly packaged and protected during return transportation.
15. Refunds Following Withdrawal
When the Consumer validly exercises the right of withdrawal, Hamwells will refund payments received from the Consumer in accordance with applicable law.
For EU consumers, the refund will generally include the standard delivery costs paid for the original delivery. Additional costs resulting from the Consumer choosing a more expensive delivery method are not required to be refunded. (European Union)
Hamwells may withhold the refund until the Product has been returned or the Consumer has provided evidence that the Product has been returned, whichever occurs first, where permitted by applicable law. (European Union)
Refunds will normally be made using the same payment method used for the original transaction unless otherwise agreed.
16. Statutory Conformity Rights
The Consumer has statutory rights where a Product is defective, does not conform to the contract or does not have the qualities and performance that the Consumer is legally entitled to expect.
Within the European Union, consumers generally benefit from a minimum two-year legal guarantee for goods, although national laws may provide additional or longer protection. (European Union)
Where the Product does not conform, Hamwells will provide the remedy required by applicable law, which may include repair, replacement, price reduction or termination of the contract.
The statutory conformity rights are separate from and are not limited by Hamwells’ commercial warranty.
17. Commercial Warranty
In addition to statutory consumer rights, Hamwells provides a voluntary commercial warranty.
The applicable commercial warranty periods are:
| Product | Commercial warranty |
| Blue-10XE | 5 years |
| Blue-21XE | 5 years |
| Loopz | 2 years |
The commercial warranty is subject to the separate Hamwells Warranty Terms.
Nothing in the commercial warranty limits the Consumer’s statutory rights.
18. Defective Products
If the Consumer believes that a Product is defective or does not conform to the contract, the Consumer should contact Hamwells as soon as reasonably practicable.
Hamwells may reasonably request:
- order details;
- proof of purchase;
- the Product serial number;
- photographs or video;
- a description of the issue;
- information concerning installation and use.
The Consumer must provide reasonable cooperation to allow Hamwells to assess the issue.
Hamwells will determine the appropriate next step in accordance with applicable law and, where applicable, the Hamwells Warranty Terms.
19. Liability
Hamwells is liable to the extent required by mandatory applicable law.
Nothing in these Terms excludes or limits liability where such exclusion or limitation is prohibited by applicable law.
To the extent permitted by applicable law, Hamwells is not liable for indirect or consequential losses that are not directly attributable to a defect in the Product.
This may include, where legally permitted:
- loss of income or revenue;
- business interruption;
- loss of use;
- costs of temporary or replacement facilities;
- damage to property other than the Product;
- and other indirect or consequential losses.
Any limitation of liability applies only to the maximum extent permitted by the law applicable to the Consumer.
20. Force Majeure
Hamwells is not liable for delays or failures to perform obligations caused by circumstances beyond its reasonable control, to the extent permitted by applicable law.
Such circumstances may include, without limitation:
- natural disasters;
- war or armed conflict;
- governmental measures;
- customs restrictions;
- transport disruptions;
- strikes;
- major supply-chain disruptions;
- power or telecommunications failures;
- or other events that Hamwells could not reasonably prevent or overcome.
This provision does not affect statutory rights of the Consumer to cancel an order or obtain a refund where applicable law provides such rights.
21. Intellectual Property
All intellectual property rights relating to the Hamwells webshop, Product designs, images, texts, trademarks, logos and other content remain the property of Hamwells or its licensors.
The Consumer may not reproduce, distribute, modify or commercially exploit such content without prior written permission from Hamwells, except where permitted by mandatory law.
22. Complaints
Complaints concerning Products, orders, delivery or customer service may be submitted to Hamwells through the customer service contact details provided on the webshop.
Hamwells will make reasonable efforts to respond to complaints within a reasonable period.
Consumers within the European Union may also have access to national consumer protection authorities, alternative dispute resolution mechanisms or other statutory remedies available in their country of residence.
23. Governing Law
These Terms are governed by Dutch law, except to the extent that mandatory consumer protection provisions of the law of the Consumer’s country of habitual residence apply.
A choice of Dutch law shall not deprive the Consumer of the protection afforded by provisions that cannot legally be derogated from by agreement under the law that would otherwise apply.
24. Jurisdiction
Where permitted by applicable law, disputes shall be submitted to the competent court in the Netherlands.
Nothing in this provision prevents a Consumer from exercising any right to bring proceedings before a competent court in the Consumer’s country of residence where such right is granted by mandatory applicable law.
25. Severability
If any provision of these Terms is found to be invalid, void or unenforceable, the remaining provisions shall remain in full force and effect.
The affected provision shall, to the extent legally permitted, be interpreted or replaced in a manner that most closely achieves its intended purpose.
26. Amendments
Hamwells may amend these Terms for future orders.
The Terms applicable at the time the Consumer places an order shall continue to apply to that order, unless mandatory applicable law requires otherwise.
27. Entire Agreement
These Terms, together with the applicable order confirmation, product information, installation instructions, Warranty Terms and other documents expressly incorporated into the agreement, constitute the contractual framework governing the purchase.
In the event of a conflict between these Terms and mandatory applicable consumer law, the mandatory applicable law shall prevail.
Where there is a conflict between these Terms and a specific written agreement relating to an individual order, the specific agreement shall prevail to the extent applicable.
28. Contact
Hamwells Nederland B.V.
Gantelstraat 25
3044 AJ Rotterdam
The Netherlands
Customer service contact details are available on hamwells.com/contact