Terms & conditions

Article 1 — Definitions

In these terms and conditions the following words have the following meanings:

Entrepreneur

[company name — to be completed], trading as PromptBuddie, the seller of the products offered in this webshop.

Consumer

A natural person who is not acting for purposes relating to their trade, business, craft or profession and who enters into an agreement with the entrepreneur.

Agreement

A distance contract concluded between the entrepreneur and the consumer through this webshop, without the simultaneous physical presence of both parties.

Products

The goods offered in the webshop, in particular original plush toys and related accessories.

Reflection period

The period within which the consumer can exercise the right of withdrawal.

Right of withdrawal

The consumer’s right to withdraw from the agreement within the reflection period without giving any reason.

Withdrawal function

The clearly labelled function on our website through which the consumer can withdraw from the agreement online.

Model withdrawal form

The European model withdrawal form that the consumer may use (but does not have to use) to withdraw.

Durable medium

Any means, such as e-mail, that enables the consumer or the entrepreneur to store information addressed to them personally in a way that allows future reference and unchanged reproduction.

Day

Calendar day.

Article 2 — Identity of the entrepreneur

You can reach [company name — to be completed] by e-mail at [email address — to be completed] or through our contact page. We answer questions on working days.

Article 3 — Applicability

1. These terms and conditions apply to every offer made by the entrepreneur and to every agreement concluded between the entrepreneur and the consumer.
2. The text of these terms is made available to the consumer before the agreement is concluded, in a way that allows the consumer to store and print it. It is also sent with the order confirmation.
3. If specific product or service conditions apply in addition to these terms and they conflict, the consumer may always rely on the provision that is most favourable to them.
4. If any provision of these terms is void or annulled, the remaining provisions remain in force. The void provision is replaced by a provision that comes as close as possible to its original intent.

Article 4 — The offer

1. Every offer contains a complete and accurate description of the products, so that the consumer can properly assess it. Product images are a truthful representation, but colours, sizes and details may differ slightly due to screen settings and the handmade character of plush.
2. Obvious mistakes or errors in the offer, such as clear typing or pricing errors, do not bind the entrepreneur.
3. Offers are valid while stocks last. If a product turns out to be unavailable after you have ordered, we will inform you as soon as possible and refund any amount already paid in full.
4. Signing up for a waitlist (“Notify me”), subscribing to the newsletter or taking part in a community vote is not an order and does not constitute an offer or an agreement to purchase.

Article 5 — The agreement

1. The agreement is concluded when the consumer has completed the ordering process, including the order button marked with an obligation to pay, and the payment has been successfully completed.
2. The entrepreneur confirms receipt of the order and the conclusion of the agreement without delay by e-mail (order confirmation). Until this confirmation has been sent, the consumer may dissolve the agreement.
3. The order confirmation is sent on a durable medium and contains at least the main characteristics of the products, the total price including VAT and delivery costs, the information on the right of withdrawal and the model withdrawal form, and these terms and conditions.
4. The entrepreneur may refuse an order or attach special conditions to its execution on reasonable grounds, for example suspected fraud or misuse. In that case any payment already made is refunded without delay.

Article 6 — Right of withdrawal

1. When you buy products, you may withdraw from the agreement without giving any reason within a reflection period of 14 days.
2. The reflection period starts on the day after you, or a third party designated by you (other than the carrier), have received the product. If you ordered several products in one order that are delivered separately, the reflection period starts on the day after you have received the last product.
3. To exercise your right of withdrawal, you inform us of your decision before the reflection period expires. You can do so in any of the following ways: using the withdrawal function on our website, using the model withdrawal form, or by sending another unambiguous statement by e-mail to [email address — to be completed].
4. It is sufficient that you send your notification before the reflection period has expired.
5. We confirm receipt of your withdrawal without delay on a durable medium (by e-mail), stating the date and time of receipt.

Article 7 — Your obligations during the reflection period

1. During the reflection period you handle the product and its packaging with care. You may only unpack or use the product to the extent necessary to establish its nature, characteristics and functioning — in the same way you could in a shop.
2. You are only liable for any diminished value of the product that results from handling it beyond what is permitted under paragraph 1.
3. Where reasonably possible, return the product with all accessories supplied and in its original packaging.

Article 8 — Returning products and costs

1. After notifying us of your withdrawal, you send the product back without undue delay and in any event within 14 days. Our return address and instructions are on the returns page and in the acknowledgement e-mail.
2. You bear the direct cost of returning the product, unless the product is defective or we delivered the wrong item; in those cases we bear the return costs.
3. You bear the risk and the burden of proof that the right of withdrawal was exercised correctly and in time.
4. We refund all payments received from you, including the standard delivery costs of the original shipment, without undue delay and in any event within 14 days of the day on which we were informed of your withdrawal.
5. If you expressly chose a delivery method more expensive than our cheapest standard delivery, we do not have to refund the additional costs of that more expensive method.
6. We may withhold the refund until we have received the product back or until you have supplied proof of having sent it back, whichever is the earliest.
7. We use the same payment method that you used for the original transaction, unless you have expressly agreed otherwise. You will not incur any fees as a result of the refund.

Article 9 — Exclusions from the right of withdrawal

Our plush toys are, as a rule, not excluded from the right of withdrawal. Only the statutory exclusions below can apply, and only if we clearly stated this in the offer before you ordered:

• products made to your specifications or clearly personalised for you, such as a plush with custom embroidery;
• sealed products that are not suitable for return for reasons of health protection or hygiene and that have been unsealed after delivery. This exclusion does not normally apply to our plush toys.

Article 10 — Price

1. All prices in the webshop are in euros and include 21% VAT.
2. Delivery costs depend on the destination country and are shown clearly before you complete your order. Where applicable, free-shipping thresholds are stated on the shipping page.
3. The price stated at the time of your order is the price you pay. We do not increase the price after the agreement has been concluded.
4. If a price is obviously incorrect because of a technical or typing error, we are not obliged to deliver at that price. We will inform you and you may then cancel the order free of charge; any amount paid is refunded in full.

Article 11 — Conformity and warranty

1. We guarantee that the products conform to the agreement, to the specifications stated in the offer, to reasonable requirements of soundness and usability, and to the statutory provisions applicable on the date the agreement was concluded.
2. You have the statutory rights that apply under Dutch law (Book 7 of the Dutch Civil Code, legal guarantee). If a product is not conforming, you are entitled to repair or replacement and, where applicable, a price reduction or dissolution of the agreement.
3. Any additional guarantee offered by us or a manufacturer never limits your statutory rights.
4. Please report a defect within two months of discovering it, via our contact page or by e-mail to [email address — to be completed], preferably with a photo of the defect.
5. The warranty does not cover defects caused by improper use, normal wear and tear, or failure to follow the care instructions on the label or product page.

Article 12 — Delivery and execution

1. The address you provide when ordering is the delivery address. Please check it carefully; we are not responsible for delays or loss caused by an incorrect or incomplete address that you provided.
2. Delivery times stated in the webshop are indicative. Current delivery times and rates are listed on the shipping page.
3. We deliver accepted orders without undue delay and at the latest within 30 days, unless another delivery period has been agreed. If delivery is delayed or an order cannot be (fully) executed, we inform you no later than 30 days after your order. In that case you may dissolve the agreement free of charge and we refund any payment without delay.
4. The risk of damage to or loss of the products remains with us until the moment the products are delivered to you or to a third party designated by you (other than the carrier).

Article 13 — Payment

1. Payment is made in full when you place your order. Payments are processed by our payment service provider Mollie.
2. Available payment methods include iDEAL | Wero, Bancontact, credit and debit cards and Apple Pay. The methods available to you are shown during checkout.
3. Card details and bank credentials are entered in the secure environment of Mollie or your bank. We never see or store your full card data.
4. Please report any inaccuracies in payment details stated or provided to us without delay.

Article 14 — Complaints procedure

1. If you have a complaint, please contact us first at [email address — to be completed] or through our contact page. Describe the complaint fully and clearly and submit it within a reasonable time after you discovered the problem.
2. We respond to complaints within 14 days of receipt. If a complaint requires more time, we confirm receipt within 14 days and tell you when you can expect a more detailed answer.
3. The European Online Dispute Resolution (ODR) platform was discontinued in July 2025 and is therefore no longer available.
4. If we cannot resolve the complaint together, you may submit the dispute to the competent court. Your statutory rights remain unaffected.

Article 15 — Product safety

1. Our toys comply with the applicable EU toy safety legislation and carry the CE marking where required.
2. The age grading, safety warnings, and the details of the manufacturer and (where applicable) the responsible person in the EU are shown on each product page and on the packaging or label. Please read these before use.
3. Products are not suitable for children younger than the age indicated. Keep packaging materials away from young children.

Have a safety concern about one of our products? Please contact us immediately via our contact page or at [email address — to be completed].

Article 16 — Liability

1. Our liability is limited to the extent permitted by law. We are not liable for indirect damage, except in the case of intent or gross negligence on our part.
2. Nothing in these terms limits or excludes our liability for death or personal injury, our liability under product liability law, or any of your mandatory statutory rights as a consumer.

Article 17 — The battle and community features

1. The battle (a live ranking of sales per team) and the community votes are entertainment and information features. They do not form part of any purchase agreement.
2. Only real, paid sales count in the battle; refunded sales are subtracted.
3. Taking part in a vote is free and creates no rights or obligations, such as a right to buy a product or a right to have a design produced.

Article 18 — Privacy

We process your personal data only as described in our privacy statement, in accordance with the General Data Protection Regulation (GDPR).

Article 19 — Applicable law and competent court

1. Agreements between us and you are governed exclusively by Dutch law. The Vienna Sales Convention (CISG) does not apply.
2. If you live in another EU country, you keep the protection of the mandatory provisions of the law of the country where you habitually reside.
3. Disputes are submitted to the court that is competent by law.

Article 20 — Amendments

1. We may amend these terms and conditions. Amendments are published on this page with a new “last updated” date.
2. The version of the terms that applied at the time of your order applies to that order.