Terms & Conditions

Terms & Conditions First Steps Holland BV (these terms apply to all online orders and agreements)

Article 1. General These general terms and conditions apply to all agreements concerning online orders and invoices between First Steps Holland BV and the customer. The customer may be a consumer (B2C) or a business customer (B2B). Where provisions differ for B2C or B2B, this is explicitly stated. First Steps Holland BV reserves the right to amend these terms and conditions at any time. The most recent version is always available on this page. By placing an order or accepting an invoice the customer accepts these terms and conditions without reservation.

Article 2. Prices and Offers

• All prices are in euros and exclusive of VAT.
• Shipping costs are not included and are shown at checkout.
• For deliveries outside the Netherlands, shipping costs are always charged to the buyer, unless stated otherwise at checkout.
• First Steps Holland BV may change prices and conditions before the sale is concluded.
• Offers are valid while stocks last and only for the stated period.
• Promotional discounts apply only if payment is received within 5 business days after the promotion ends.
• Coupon codes must be entered before checkout; no retroactive discounts.
• First Steps Holland BV is not liable for printing, typing or programming errors. Incorrect prices are not binding.
• All product information is given as accurately as possible; minor changes do not entitle the customer to compensation or cancellation.

Article 3. Payment (webshop orders) Payment must be made in one of the ways shown at checkout. The order is shipped only after full payment has been received. If payment is not received within 5 working days, the order will be cancelled. For B2B invoices, the specific payment terms in Article 13 apply.

Article 4. Delivery

• Delivery takes place at the address provided by the customer.
• Risk passes to the customer when the goods are offered at the delivery address.
• Delivery times are indicative (usually within 2 business days after payment). The maximum delivery period is 30 days. If this period is exceeded, the consumer (B2B only by agreement) may cancel the order and receive a full refund.
• First Steps Holland BV is not liable for damage caused by an incorrect address provided by the customer or by the carrier.

Article 5. Refusal of orders A sales agreement is only concluded after acceptance by First Steps Holland BV. We reserve the right to refuse orders or attach conditions without giving reasons.

Article 6. Retention of Title First Steps Holland BV remains the owner of all delivered goods until full payment has been received. The customer bears the risk from the moment the goods are offered at the delivery address.

Article 7. Right of Withdrawal & Returns (only for consumers – B2C) The statutory 14-day right of withdrawal applies exclusively to consumers (natural persons acting outside their profession or business). Business customers (B2B) have no automatic right of withdrawal.

• From 19 June 2026 consumers can withdraw via the dedicated “Withdraw from the contract here” button on our website (as required by the amended Consumer Rights Directive).
• The consumer must notify us within 14 days of receipt by email to [email protected].
• The product must be returned unused, undamaged, in original packaging with all tags and instructions. Heavily discounted or sale products are still fully subject to the statutory 14-day right of withdrawal.
• Return costs are for the customer’s account.
• After receipt and inspection we will refund the amount within 7 working days.
• For B2B returns: only possible with our prior written approval; no statutory cooling-off period.

Article 8. Complaints Complaints must be reported within 7 days of receipt by email to [email protected]. We will resolve the issue as quickly as possible. Return postage is initially at the customer’s expense and will be reimbursed if the complaint is upheld. Complaints are handled within 30 days.

Article 9. Guarantee and Liability

• For consumers (B2C): Dutch statutory warranty of 2 years applies.
• For business customers (B2B): warranty is 6 months unless otherwise agreed in writing.
• First Steps Holland BV is not liable for damage caused by improper use, self-repair or failure to follow instructions. Liability is limited to the invoice amount of the product concerned.

Article 10. Privacy Policy We process personal data in accordance with the applicable privacy legislation. See our separate Privacy Policy at www.first-steps.com/privacy-policy for details. You may request deletion of your data by emailing [email protected].

Article 11. Miscellaneous If you provide us with a written address, we are entitled to send all orders to that address unless you notify us otherwise in writing. If First Steps Holland BV does not enforce any provision for a period of time, this does not affect our right to demand strict compliance later. If any provision of these terms is invalid or unenforceable, it shall be replaced by a valid provision that comes as close as possible to the original intent. The remaining provisions remain fully in force.

Article 12. Applicable Law and Jurisdiction All agreements are governed exclusively by Dutch law. Any disputes shall be settled exclusively by the competent court in Amsterdam, the Netherlands.

Article 13. B2B Specific Payment Terms This article applies only to business customers (B2B) and invoices:

• For B2B orders, payment is normally required in advance (upfront payment) at the time of ordering.
• Payment on account (invoice with payment term) is only possible in exceptional cases and only after explicit written agreement (including by email).
• When payment on account has been agreed, the invoice amount must be paid within 30 days after the date of delivery, unless a different term has been agreed in writing.
• Upon expiry of the payment term the customer is automatically in default without any reminder being required.
• From the due date the customer owes statutory commercial interest pursuant to the European Late Payment Directive plus extrajudicial collection costs according to the Dutch Collection Costs Act (minimum € 40.00 plus the statutory percentages).
• These conditions apply in addition to any specific agreement confirmed by email and/or the invoice itself.