Terms and Conditions

Dutch version: Algemene Voorwaarden

GENERAL TERMS AND CONDITIONS FOR PURCHASES ON WWW.GENAIO.COM

1. Definitions

For the purpose of these General Terms and Conditions, the following terms shall have the following meanings:

"Agreement" means any agreement with respect to orders placed for Products available on the GENAIO Webshop, concluded between GENAIO and the Customer through the GENAIO Website (overeenkomst op afstand);
"Business Day" means a calendar day, other than a Saturday, a Sunday or a Dutch public holiday, on which the banks in the Netherlands are open for normal business;
"Consumer" means a Customer who is a natural person not acting in the course of a profession or business (consument);
"Customer" means any Consumer and any legal entity or professional party that enters into an Agreement with GENAIO regarding the purchase of a Product;
"DCC" means the Dutch Civil Code (Burgerlijk Wetboek);
"Durable medium" means any instrument, including email, which enables the Customer to store information addressed to him in a way accessible for future reference for a period of time adequate for the purposes of the information, and which allows the unchanged reproduction of the information stored;
"General Terms and Conditions" means these General Terms and Conditions of GENAIO;
"Intellectual Property Rights" means all existing and future intellectual property rights, subsisting anywhere in the world, whether registered or not (including but not limited to all trademark rights, trade name rights, patent rights, copyrights, database rights, design rights, and all trademarks, trade names, domain names, software, patents, works, databases, designs, models, know-how, and all rights in respect of any of the foregoing) relating to the Products and the GENAIO Website;
"GENAIO" means Signofix VOF, a company incorporated under the laws of the Netherlands, trading under the name GENAIO, with its head office at Treubstraat 1, 2288 EG Rijswijk, the Netherlands, and registered with the Dutch Chamber of Commerce under number 51634821;
"GENAIO Website" means the website of GENAIO on www.GENAIO.com;
"GENAIO Webshop" means the online webshop of GENAIO on the GENAIO Website;
"Parties" means GENAIO and the Customer collectively;
"Product" means all goods GENAIO offers for sale on the GENAIO Webshop, under the trade name GENAIO or otherwise.

2. Applicability

2.1. These General Terms and Conditions apply to any Agreement (and any changes or additions thereto) for the sale and delivery of Products concluded through the GENAIO Webshop to which GENAIO is a party, and to the whole legal relationship between the Parties. These General Terms and Conditions also apply to and form an integral part of all quotations and offers made by GENAIO and all acceptances, acknowledgments and confirmations by GENAIO of any orders made by the Customer.

2.2. By placing an order the Customer agrees to be bound by these General Terms and Conditions.

2.3. In the event that specific Product related terms and conditions apply in addition to these General Terms and Conditions, those terms will be explicitly specified in the offer of the specific Product. In the event of contradictory terms and conditions, the Customer may invoke the applicable condition that is most favorable to the Customer.

2.4. These General Terms and Conditions supersede any previous general terms and conditions for the sale and delivery of Products concluded through the GENAIO Webshop.

2.5. Nothing in these General Terms and Conditions limits or excludes the rights a Consumer has under mandatory law.

3. Offers and orders

3.1. The material on the GENAIO Website is provided for general information only. Obvious errors or mistakes in the offer do not bind GENAIO.

3.2. GENAIO will indicate on the GENAIO Website if an offer is of limited duration.

3.3. An offer is subject to availability. If a Product is out of stock, despite appearing on the GENAIO Webshop, GENAIO may cancel a confirmed order. In such an event the Customer will be informed by email and any payments with respect to the order will be refunded without delay.

4. The Agreement

4.1. Subject to the provisions of these General Terms and Conditions, the Agreement becomes effective upon acceptance of an offer and the fulfillment of the applicable conditions by the Customer. The Customer accepts the offer by placing an order through the GENAIO Webshop. Promptly after receiving an order, GENAIO will send an email confirming the receipt of the order. This confirmation includes or refers to these General Terms and Conditions and the model withdrawal form.

4.2. GENAIO may obtain information, within statutory frameworks, about the Customer's ability to fulfill his payment obligations, as well as about facts and factors that are important for the responsible conclusion of the Agreement.

4.3. GENAIO reserves the right to reject or cancel an order in (among others) the following situations:

The Product is not available or the Product is out of stock;
The order is flagged by GENAIO's security systems as an unusual order or an order susceptible to fraud;
The Customer's billing information is not correct or not verifiable;
GENAIO has a reason to believe the Customer is a reseller;
There was an obvious error in the price displayed on the GENAIO Website;
GENAIO cannot deliver to the shipping address provided by the Customer.

In such an event the Customer will be informed by email and any payments with respect to the order will be refunded without delay.

5. Prices

5.1. Prices on the GENAIO Website are quoted in Euros or in the local currency of the country of delivery, as displayed on the GENAIO Website and at checkout. The amount and currency shown at checkout apply to the order. For deliveries within the European Union, prices include VAT (BTW).

5.2. GENAIO reserves the right to change the prices quoted on the GENAIO Website. Price changes do not affect orders that have already been placed, save for obvious errors as referred to in paragraphs 3.1 and 4.3.

5.3. Any shipping costs are indicated on the GENAIO Website and at checkout before the order is placed, in accordance with paragraph 9.6. For shipping addresses outside the European Union, import duties, taxes and customs charges levied in the country of destination are not included in the price and are payable by the Customer, in accordance with paragraph 9.7.

6. Right of withdrawal

6.1. The Consumer has the right to withdraw from the Agreement within 14 calendar days without giving any reason. The withdrawal period expires 14 calendar days after the day on which the Consumer, or a third party designated by the Consumer other than the carrier, receives the Product. If several Products of the same order are delivered separately, the withdrawal period expires 14 calendar days after the day on which the last Product is received.

6.2. To exercise the right of withdrawal, the Consumer must inform GENAIO of his decision to withdraw from the Agreement by an unequivocal statement within the withdrawal period. The Consumer may do so by email to customercare@GENAIO.com, through the withdrawal function on the GENAIO Website, or by using the model withdrawal form in the Annex to these General Terms and Conditions; use of the form is not obligatory. To meet the withdrawal deadline, it is sufficient for the Consumer to send the statement before the withdrawal period has expired. GENAIO will confirm receipt of the withdrawal on a Durable medium without delay.

6.3. During the withdrawal period, the Consumer shall handle and inspect the Product and the packaging with care, in the same manner as the Consumer would be allowed to do in a retail shop. The Consumer shall only unpack or use the Product to the extent necessary to establish the nature, the characteristics and the functioning of the Product. The Consumer shall be liable for any diminished value of the Product resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the Product.

6.4. If the Consumer exercises his right of withdrawal, the Consumer will return the Product to GENAIO without undue delay and in any event no later than 14 calendar days from the day on which the Consumer communicated his decision to withdraw to GENAIO. This deadline is met if the Consumer sends back the Product before the period of 14 calendar days has expired.

6.5. The direct costs of returning the Product are for the account of the Consumer. On request, GENAIO will provide a return label. The cost of this label depends on the country from which the Product is returned; GENAIO will inform the Consumer of the amount before the Product is sent back and will deduct it from the reimbursement. The Consumer is equally free to return the Product with a tracked carrier of his own choice at his own expense, in which case no return costs are deducted.

6.6. The Consumer shall return the Product with all delivered accessories, in its original state and, to the extent reasonably possible, in its original packaging. The risk of the return shipment and the burden of proof for the correct and timely exercise of the right of withdrawal lie with the Consumer. GENAIO recommends the use of a tracked and insured shipping service. If the Consumer is located outside the European Union, the Consumer shall declare the returned Product as "Returns and Repairs of Dutch Merchandise" on the customs declaration.

6.7. If the Consumer timely exercises his right of withdrawal, GENAIO will reimburse all payments received from the Consumer for the Product, including the costs of standard delivery (if any), without undue delay and no later than 14 calendar days from the day on which GENAIO is informed of the Consumer's decision to withdraw from the Agreement. GENAIO may withhold the reimbursement until GENAIO has received the Product back, or until the Consumer has supplied evidence of having sent back the Product, whichever is the earliest. GENAIO will carry out the reimbursement using the same means of payment as the Consumer used for the initial transaction, unless the Consumer has expressly agreed otherwise.

6.8. Notwithstanding paragraph 6.7, GENAIO will not reimburse supplementary delivery costs if the Consumer opted for a type of delivery other than the least expensive type of standard delivery offered by GENAIO.

6.9. If the returned Product has diminished in value as referred to in paragraph 6.3, GENAIO may deduct an amount corresponding to that diminished value from the reimbursement.

6.10. The right of withdrawal also applies to Products purchased at a discount.

6.11. The right of withdrawal does not apply to a custom c.q. tailor-made Product, being a Product made to the Consumer's specifications or clearly personalised. GENAIO will indicate this in the offer of such a Product. This paragraph does not affect the Customer's rights under article 10 in the event of a defective or non-conforming Product.

7. Exchanges

7.1. In addition to the statutory right of withdrawal, the Customer may exchange a Product for another size, or for another version of the same Product, within 14 calendar days after receipt of the Product, subject to availability.

7.2. To request an exchange, the Customer sends an email to customercare@GENAIO.com within the period referred to in paragraph 7.1. GENAIO will then send the Customer a return label and an exchange form.

7.3. A Product is eligible for exchange if:

the exchange has been registered with GENAIO before the Product is sent back;
the Product is unworn and carries its original labels;
the Product is returned in its original, undamaged packaging (including, where applicable, the shoebox), protected by an outer bag or box;
the completed exchange form is enclosed.

7.4. During the period indicated on the GENAIO Website, exchanges are free of charge: GENAIO bears the costs of returning the Product with the return label provided and of shipping the replacement Product. Outside that period, the costs indicated on the GENAIO Website apply.

7.5. Once the returned Product has been received and inspected, GENAIO will ship the replacement Product. If the returned Product does not meet the conditions of paragraph 7.3, the exchange will not be accepted and the Product will be sent back to the Customer. If the replacement Product is no longer available, GENAIO will inform the Customer, who may then choose another Product or a reimbursement of the purchase price.

7.6. An exchange does not affect the Consumer's right of withdrawal under article 6 or the Customer's rights under article 10. A custom c.q. tailor-made Product cannot be exchanged.

8. Payment by the Customer

8.1. The Customer pays the full amount due when placing the order, using one of the payment methods indicated on the GENAIO Website.

8.2. GENAIO accepts only the payment methods indicated on the GENAIO Website and may change these at any time. GENAIO does not apply a surcharge for the use of any payment method.

8.3. The Customer has the duty to inform GENAIO of any inaccuracies in payment data provided or stated.

9. Shipping and delivery

9.1. GENAIO will hand the ordered Product over to the carrier within 1 Business Day after the payment has been received by GENAIO. In the event multiple orders with the same shipping address are placed by the Customer, these orders may be combined, unless otherwise requested by the Customer. In such event the Products will be handed over to the carrier within 1 Business Day after the payment of the last order has been received.

9.2. The expected delivery time, including the preparation of the order, depends on the country of the shipping address and is as follows:

Destination	Expected delivery
The Netherlands and Belgium	2-3 Business Days
Germany and Denmark	3-4 Business Days
Austria, France and Sweden	3-5 Business Days
Italy, Spain and Switzerland	4-6 Business Days
United Kingdom	4-7 Business Days
Japan	6-11 Business Days

If the delivery times indicated on the GENAIO Website or at checkout differ from the above, the delivery times indicated at checkout shall apply.

9.3. With respect to an order of a custom c.q. tailor-made Product, the production time will be at least 4 weeks. Therefore, the expected delivery time of the custom c.q. tailor-made Product will be adapted to the production time and communicated to the Customer before the order is placed.

9.4. The shipping and delivery terms indicated in these General Terms and Conditions, on the GENAIO Website or otherwise communicated by GENAIO are indicative. If GENAIO is unable to meet the estimated delivery time, GENAIO will notify the Customer accordingly. Unless a different delivery term has been agreed, the Product will in any event be delivered within 30 days after the order has been placed. If this term is exceeded, the Customer is entitled to terminate the Agreement free of charge, in which case GENAIO will refund the amount paid without delay.

9.5. GENAIO ships to shipping addresses in the countries indicated on the GENAIO Website. For shipping addresses in other countries, the Customer may contact GENAIO at customercare@GENAIO.com, after which GENAIO will inform the Customer whether and on which conditions delivery is possible. GENAIO will deliver the Product to the shipping address specified in the Customer's order. GENAIO does not deliver to P.O. Box addresses.

9.6. The shipping costs are indicated on the GENAIO Website and at checkout before the order is placed. During the period indicated on the GENAIO Website, GENAIO ships orders free of charge.

9.7. If the shipping address is located outside the European Union, the Customer shall be responsible for assuring that the ordered Product can be lawfully imported. Any import duties, taxes and customs charges levied in the country of destination are not included in the price and are payable by the Customer. Each shipment is accompanied by an invoice stating the full value of the order in the currency in which the order was placed. GENAIO will not declare a lower value or mark a shipment as a gift.

9.8. GENAIO is authorized to engage third parties in the fulfillment of its shipping and delivery obligations under the Agreement. All shipping services used by GENAIO provide a tracking number and insurance of the shipment. The Customer will receive a tracking link once the Product has been handed over to the carrier.

9.9. GENAIO retains the full and unconditional ownership of the ordered Product until the Product as well as all other claims of GENAIO vis-à-vis the Customer are paid in full (within the meaning of article 3:92 and 7:9 DCC). The Customer shall in no event have a right of retention with regard to the Product. GENAIO is entitled to repossess the Product if the Customer fails to fulfill any of its obligations under the Agreement and/or if GENAIO infers from the Customer's behavior or communication that the Customer will fail to fulfill any of its obligations under the Agreement.

9.10. All risks in connection with the Product shall pass to the Customer when the Product is delivered to the Customer, or to a third party designated by the Customer, at the shipping address specified in the order.

9.11. If the Product is returned to GENAIO because it could not be delivered at the specified shipping address, was not collected, or was refused by the Customer (including a refusal on account of import duties, taxes or customs charges), GENAIO will contact the Customer. The Customer may then choose to have the Product shipped again, at the actual shipping costs, or to receive a refund of the purchase price, less the actual costs of shipping the Product back to GENAIO.

10. Conformity and complaints

10.1. GENAIO warrants that the Products conform to the Agreement and to the specifications stated in the offer. The Consumer can rely upon the legal guarantee of conformity of goods (as stipulated in article 7:17 DCC). The Customer is requested to examine the Product upon delivery.

10.2. The Customer shall inform GENAIO of any complaints about defects and/or non-compliance with the specifications of the delivered Product by email to customercare@GENAIO.com. The email shall contain a clear description of the complaint, the Customer's name, the order number included in the order confirmation and, where possible, photographs of the defect. Complaints shall be sent within a reasonable time after the discovery of the defect. For Consumers, a notification within two (2) months after the discovery is in any event timely.

10.3. GENAIO will reply to complaints within five (5) Business Days from the date of receipt. The Customer shall give GENAIO such assistance as GENAIO may reasonably require for the purpose of examining the complaint.

10.4. In the event of a justified complaint, the Customer is entitled to repair or replacement of the defective or non-conforming Product, free of charge and within a reasonable time. If repair or replacement is impossible, cannot reasonably be required of GENAIO, or is not carried out within a reasonable time, the Consumer may terminate the Agreement and receive a refund, or request a proportionate reduction of the price, in accordance with the statutory provisions.

10.5. The Customer shall return the defective or non-conforming Product to GENAIO in accordance with GENAIO's instructions. In the event of a justified complaint, the costs of returning the Product are borne by GENAIO. The returned Product becomes GENAIO's property as soon as it has been replaced or refunded.

10.6. Normal wear and tear, damage caused by improper use or care, and natural variations inherent to handcrafted Products and natural materials do not constitute a defect.

10.7. GENAIO cannot guarantee that the colors of the Product are exactly the same as the colors that appear on the screen of the Customer, as this depends on the display settings of the Customer's device. A minor difference in color for that reason is not considered a non-conformity.

10.8. With respect to a defective custom c.q. tailor-made Product, GENAIO will replace the Product by a new Product with the same specifications. If the material for the replacement Product is unavailable, GENAIO will notify the Customer as soon as possible and the Parties will seek a proper solution, which may include a refund.

10.9. GENAIO does not provide a commercial guarantee in addition to the legal guarantee of conformity. Any additional service GENAIO may offer, such as advice on care or a repair service, is provided as a courtesy, at GENAIO's discretion and on the conditions communicated at that time, and does not constitute a guarantee.

10.10. Nothing in this article limits the statutory rights of the Consumer.

11. Liability

11.1. GENAIO shall not be liable to the Customer for any indirect loss or damage arising out of or in connection with the Agreement, the sale of any Products by GENAIO or the use thereof by the Customer, whether such damage is based on tort, guarantee, statutory duty or otherwise, unless the damage is caused by intent or wilful recklessness of GENAIO or its managerial staff.

11.2. Any aggregate liability of GENAIO to the Customer arising in connection with the Agreement or these General Terms and Conditions shall not exceed the invoice value of the Product concerned, unless the damage is caused by intent or wilful recklessness of GENAIO or its managerial staff.

11.3. The limitations in this article do not apply to liability for death or personal injury, to liability under mandatory product liability law, or to the Consumer's statutory rights in the event of a defective or non-conforming Product, and apply only to the extent permitted by mandatory law.

12. Force majeure

12.1. GENAIO shall not be liable for any failure or delay in performance if such failure or delay is caused by force majeure as referred to in article 6:75 DCC, including a failure of a supplier or carrier that is beyond GENAIO's reasonable control.

12.2. In the event of force majeure, the obligations of GENAIO shall be suspended for the duration of the force majeure. GENAIO will inform the Customer as soon as possible.

12.3. If the force majeure lasts, or is reasonably expected to last, longer than 30 days, each of the Parties is entitled to terminate the Agreement in respect of the Products not yet delivered. In that event GENAIO will refund any amount paid for those Products without delay.

13. Intellectual Property Rights

13.1. All Intellectual Property Rights shall remain the exclusive property of GENAIO or its licensors. The Customer acknowledges that it has no right, title or interest in, nor will it acquire or attempt to acquire any Intellectual Property Rights in its own or third parties' name, or for its own or others' behalf, or act in any such way that may give the impression to third parties that the Customer is the proprietor of any of these Intellectual Property Rights.

13.2. The Customer shall not copy any Product or (any part of) the GENAIO Website, nor otherwise use any Intellectual Property Rights, without GENAIO's prior written approval. The Customer shall not cause or permit anything to be done which may damage or cause detriment to the Intellectual Property Rights, including but not limited to their validity, distinctive character and/or reputation.

13.3. Nothing in any Agreement and/or these General Terms and Conditions shall be construed as conferring any license or granting any rights to the Customer regarding any Intellectual Property Rights.

13.4. If the Customer submits images, photographs or videos showing a Product to GENAIO, or shares them on social media while tagging or mentioning GENAIO, the Customer grants GENAIO a non-exclusive, royalty-free, worldwide licence to share that content on its own channels. GENAIO will ask the Customer's permission before using such content in paid advertising. The Customer may withdraw his permission at any time, after which GENAIO will remove the content within a reasonable time.

14. Privacy

GENAIO will process personal details of the Customer in accordance with the privacy statement published on the GENAIO Website.

15. Availability of the GENAIO Webshop

GENAIO does not guarantee that the GENAIO Website, or any content on it, will always be available or that access will always be uninterrupted. GENAIO reserves the right to suspend, withdraw, discontinue or alter all or any part of the GENAIO Website at any time without notice. To the extent permitted by law, GENAIO shall not be liable if the GENAIO Website is unavailable at any time or for any period. This does not affect orders that have already been placed.

16. Miscellaneous

16.1. The invalidity or unenforceability of any provision of these General Terms and Conditions shall not affect the validity or enforceability of any other provision of these General Terms and Conditions. Any such invalid or unenforceable provision shall be replaced or be deemed to be replaced by a provision that is considered to be valid and enforceable. The interpretation of the replacing provision shall be as close as possible to the intent of the invalid or unenforceable provision.

16.2. GENAIO may amend these General Terms and Conditions. The amended General Terms and Conditions will be published on the GENAIO Website, stating the date of the amendment. The version in force at the time the order is placed applies to the Agreement.

16.3. GENAIO may transfer, assign and/or pledge its rights and/or obligations under the Agreement to a third party. This will not affect the Customer's rights and obligations.

16.4. The Customer may only transfer, assign and/or pledge his rights and/or obligations under the Agreement to a third party upon written approval from GENAIO.

17. Governing law, complaints and jurisdiction

17.1. These General Terms and Conditions and any Agreement shall be governed by and construed in accordance with the laws of the Netherlands, excluding the United Nations Convention on Contracts for the International Sale of Goods (Vienna Convention of 1980). A Consumer who has his habitual residence in another country also retains the protection of the mandatory provisions of the law of that country.

17.2. GENAIO aims to resolve any complaint in good consultation. Complaints can be sent to customercare@GENAIO.com and will be answered within five (5) Business Days.

17.3. Any dispute arising out of or in connection with these General Terms and Conditions and/or any Agreement shall be submitted to the competent court in the Netherlands. This does not affect the right of the Consumer to bring proceedings before the court of his place of residence, or any other right the Consumer has under mandatory rules of jurisdiction.

17.4. These General Terms and Conditions are available in Dutch and English. In the event of differences between the two versions, the Dutch version prevails, unless mandatory law provides otherwise.

18. Company information

Trade name	GENAIO
Legal entity	Signofix VOF
Address	Treubstraat 1, 2288 EG Rijswijk, the Netherlands
Email	customercare@GENAIO.com
Chamber of Commerce (KvK)	51634821
VAT number	NL850106448B01
Website	www.GENAIO.com

Version: 11 October 2026

Annex: Model withdrawal form

Please complete and return this form only if you wish to withdraw from the Agreement.

To: GENAIO (Signofix VOF), Treubstraat 1, 2288 EG Rijswijk, the Netherlands, customercare@GENAIO.com

I hereby give notice that I withdraw from my contract of sale of the following goods:

Product(s):

Product number:

Order number:

Ordered on:

Received on:

My contact details are:

Name:

Address:

Email:

Date:

Signature (only if this form is sent on paper):