General Terms and Conditions of Alka®

Last updated: November 2025

Article 1 – Definitions

In these Terms and Conditions, the following terms shall have the following meanings:

• Supplementary Agreement: an agreement under which the consumer acquires products, digital content and/or services in connection with a distance contract, and these are supplied by the trader or a third party based on an agreement between that third party and the trader.
• Cooling-off Period: the period within which the consumer may exercise the right of withdrawal.
• Consumer: a natural person not acting for purposes relating to trade, business, craft, or profession.
• Day: a calendar day.
• Digital Content: data produced and supplied in digital form.
• Continuing Performance Contract: an agreement for the regular supply of goods, services, and/or digital content during a specific period.
• Durable Medium: any tool that enables the consumer or the trader to store information addressed personally to them in a way that allows future reference for a period adequate for the information’s purpose, and which allows unchanged reproduction.
• Right of Withdrawal: the consumer’s right to withdraw from a distance contract within the cooling-off period.
• Trader: the natural or legal person who offers products, digital content, and/or services to consumers at a distance.
• Distance Contract: a contract concluded between the trader and the consumer within a system organized for distance sales, where exclusive or partial use is made of one or more means of distance communication up to and including the conclusion of the contract.
• Model Withdrawal Form: the European standard withdrawal form set out in Annex I to these Terms and Conditions.
• Means of Distance Communication: means that can be used for concluding a contract without the consumer and the trader being simultaneously present in the same place.

Article 2 – Identity of the Trader

Company name: AlkaVitae® International B.V.
Trading names: AlkaVitae, Alka®
Address: Esp 246, 5633 AC Eindhoven, The Netherlands
Telephone: +31 (0)40 30 400 17
Email: customerservice@alka.eu
Chamber of Commerce (KvK): 55170978
VAT number: NL851594281B01

Business hours: Monday to Friday, 9:00 AM – 5:30 PM (CET)

Article 3 – Applicability

1. These Terms and Conditions apply to every offer from the trader and to any distance contract concluded between the trader and the consumer.
2. Before concluding a distance contract, the text of these Terms and Conditions will be made available to the consumer.
3. If the contract is concluded electronically, these Terms and Conditions will also be made available in such a way that the consumer can easily store them on a durable medium.
4. In the event that special product or service conditions apply in addition to these Terms, the consumer may rely on the provision that is most favorable to them in the case of conflicting clauses.

Article 4 – The Offer

1. If an offer has a limited validity period or is subject to specific conditions, this will be clearly stated in the offer.
2. The offer will contain a complete and accurate description of the offered products, digital content, and/or services. Any apparent mistakes or errors do not bind the trader.
3. Each offer clearly states the rights and obligations of the consumer arising from acceptance of the offer.

Article 5 – The Contract

1. The contract is concluded when the consumer accepts the offer and fulfills the conditions set out therein.
2. Upon acceptance of the offer by electronic means, the trader shall immediately confirm receipt electronically. Until the trader confirms, the consumer may dissolve the contract.
3. The trader shall take appropriate technical and organizational measures to secure the electronic transfer of data and ensure a safe online environment.
4. The trader may, within legal limits, verify whether the consumer can meet payment obligations and investigate relevant facts for responsibly entering into the contract.
5. Upon delivery, the trader shall provide the consumer with:
   • the trader’s business address for complaints;
   • the conditions and procedures for withdrawal;
   • information about warranties and after-sales service;
   • the total price, including taxes, delivery, and payment terms;
   • the Model Withdrawal Form (if applicable).

Article 6 – Right of Withdrawal

For Products:

1. The consumer may withdraw from the purchase within 14 days without providing reasons.
2. The cooling-off period starts on the day after the consumer or an appointed third party (not the carrier) receives the product.
3. If multiple products are ordered in one order, the period begins when the last product is received.

For Services and Digital Content:

1. The consumer may withdraw within 14 days after the day of contract conclusion.
2. If the trader fails to provide mandatory information regarding withdrawal rights, the cooling-off period extends up to 12 months beyond the original period.

Article 7 – Obligations of the Consumer During the Cooling-off Period

The consumer shall handle the product and its packaging with care. Products may only be used to the extent necessary to establish their nature, characteristics, and functioning, similar to how one might test them in a physical store.

Article 8 – Exercise of the Right of Withdrawal and Costs

1. To exercise withdrawal, the consumer must notify the trader within the withdrawal period using the Model Withdrawal Form or another unambiguous statement.
2. The consumer must return the product within 14 days after notification.
3. The consumer bears the direct cost of returning the goods unless the trader has agreed to bear these costs.
4. The trader shall refund all payments received from the consumer, including delivery costs, within 14 days after withdrawal notification, provided the goods have been received or return proof is supplied.

Article 9 – Exclusion of the Right of Withdrawal

The trader may exclude the following from withdrawal, if clearly stated prior to the conclusion of the contract:

• Custom-made products or items produced according to consumer specifications;
• Products liable to deteriorate or expire rapidly;
• Sealed goods not suitable for return due to health protection or hygiene reasons, once unsealed;
• Goods that become inseparably mixed with other items after delivery;
• Digital content not supplied on a tangible medium, if performance began with the consumer’s prior express consent.

Article 10 – Prices

1. Prices of products and services will not increase during the validity period stated in the offer, except for changes due to VAT or legal requirements.
2. Prices include VAT.
3. Price changes after contract conclusion are only permitted by law or mutual consent, and the consumer shall have the right to cancel in such a case.

Article 11 – Conformity and Warranty

1. The trader guarantees that the products comply with the contract, product specifications, and applicable laws at the time of delivery.
2. Any additional warranties do not limit the consumer’s statutory rights.

Article 12 – Delivery and Performance

1. The trader shall exercise due care in processing and delivering orders.
2. Delivery shall be made to the address specified by the consumer.
3. Accepted orders will be fulfilled within 30 days unless otherwise agreed. If delivery is delayed, the consumer will be informed and may cancel without charge.
4. Risk of damage or loss transfers to the consumer upon delivery.

Article 13 – Duration Contracts and Termination

1. The consumer may terminate a contract of indefinite duration at any time with a notice period of no more than one month.
2. Fixed-term contracts shall not be automatically renewed unless legally permitted.
3. Contracts exceeding one year may be terminated after one year with a notice period of one month.

Article 14 – Payment

1. Payments are due within 14 days after the start of the withdrawal period or, if none applies, within 14 days of contract conclusion.
2. Advance payments exceeding 50% of the total amount may not be required.
3. In case of late payment, the consumer may be charged statutory interest and reasonable collection costs after due notice.

Article 15 – Complaints Procedure

1. The trader maintains a clear complaints procedure.
2. Complaints must be submitted within a reasonable time after the consumer identifies the issue.
3. Complaints will be answered within 14 days. If more time is needed, the trader will provide an estimated response time.
4. Consumers must allow the trader 4 weeks to resolve the complaint amicably before pursuing further action.

Article 16 – Disputes

1. These Terms and all contracts between the trader and the consumer are governed by Dutch law.
2. Disputes may be submitted to the Thuiswinkel Disputes Committee (The Hague, The Netherlands) or to the competent court.

Article 17 – Supplementary Conditions

1. Food Supplement Disclaimer

Some of the trader’s products are food supplements as defined by EU Directive 2002/46/EC.
Information provided about these supplements is compiled with care but does not replace medical advice.
Consumers should consult their doctor before using any supplement. These products are not intended to diagnose, treat, cure, or prevent any disease, and should not be used as substitutes for a varied diet.

2. Additional Terms for Deferred Payment Service

Consumers using AfterPay are subject to AfterPay’s additional payment terms, available at www.afterpay.nl.

3. BeCommerce Code of Conduct

AlkaVitae® International B.V. is a certified member of BeCommerce.be.
For more information, visit www.becommerce.be.
The official Code of Conduct can be downloaded here.

Article 18 – Amendments to These Terms

Amendments to these Terms and Conditions take effect after publication on the Alka® website.
In case of applicable changes during an ongoing contract, the most favorable terms for the consumer will prevail.

Annex I – Model Withdrawal Form

(Only complete and return this form if you wish to withdraw from the contract.)

To:
AlkaVitae® International B.V.
Esp 246, 5633 AC Eindhoven, The Netherlands
Email: customerservice@alka.eu

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods/services:

– Ordered on / received on: ………
– Name of consumer(s): ………
– Address of consumer(s): ………
– Signature of consumer(s) (if on paper): ………
– Date: ………