Terms of service

Last updated: June 4, 2026

1. General Information

1.1 These Terms and Conditions apply to every offer from Ruffman and to all established agreements and orders between Ruffman and the consumer. 1.2 By placing an order on the webshop, the consumer declares their agreement with these Terms and Conditions. 1.3 Deviations from these terms are only valid if they have been agreed upon in writing between both parties.

2. Product Information and Offers

2.1 Ruffman takes the greatest possible care in accurately describing and displaying the offered products. However, minor deviations in color or detail may occur. 2.2 Obvious mistakes, typographical errors, or clear calculation errors in the offer (such as an unrealistically low price due to a technical glitch) do not bind Ruffman and do not oblige us to deliver.

3. Prices and Payment

3.1 All prices stated on the website are expressed in Euros (€) and include the statutory VAT, but exclude any shipping costs, unless stated otherwise. 3.2 Ruffman reserves the right to change prices. Price changes do not affect agreements that have already been concluded and orders that have already been confirmed. 3.3 The consumer can pay using the payment methods offered on the webshop. Orders will only be processed and shipped after full payment has been received by Ruffman.

4. Conclusion of the Agreement

4.1 The agreement is concluded at the moment the consumer has fully completed the ordering process on the website and has received an order confirmation via email. 4.2 Ruffman has the right to refuse an order with justification or to attach special conditions to the delivery, for example, if there are indications of an increased risk of fraud.

5. Delivery and Risk

5.1 Ruffman will execute accepted orders with due speed and at the latest within 30 days, unless a different delivery period has been agreed upon. 5.2 If an order is delayed, or if an order cannot or can only be partially executed, the consumer will be notified of this no later than 14 days after the order was placed. In that case, the consumer has the right to terminate the agreement free of charge. 5.3 If, after shipment, an order has not been delivered after 14 days due to force majeure or logistical delays at the carrier, and there is no prospect of a prompt delivery, the consumer has the right to cancel the order free of charge and receive a full refund of the purchase amount. 5.4 The risk of damage, loss, or destruction of products rests with Ruffman until the moment of delivery to the consumer or a pre-designated representative, unless the consumer has engaged their own transport service provider.

6. Right of Withdrawal (Returns)

6.1 When purchasing products, consumers within the European Union have the right to withdraw from the agreement without giving any reasons within 14 days. This period begins on the day after the consumer, or a third party designated by them, takes possession of the goods. 6.2 During the withdrawal period, the consumer will handle the product and its packaging with care. The consumer may only unpack or use the product to the extent necessary to establish the nature, characteristics, and functioning of the product (as would be permitted in a physical store). 6.3 If the consumer has used the product more than necessary to assess its functioning, the consumer is liable for the depreciation of the product. Ruffman has the right to deduct this depreciation from the amount to be refunded. 6.4 The direct costs of returning the products shall be borne by the consumer, unless Ruffman has explicitly stated that it will bear these costs itself. 6.5 If the consumer withdraws from the agreement, Ruffman will refund all payments received for the returned products (including the standard initial shipping costs) as quickly as possible, and at the latest within 14 days from the day on which the notification of withdrawal was received, using the same method of payment. Ruffman may withhold the refund until the products have been received back or until the consumer has provided proof of shipment.

Exceptions to the right of withdrawal: The right of withdrawal does not apply to products manufactured according to the consumer's specifications (custom-made items) or to products that are not suitable for return due to health protection or hygiene reasons and whose seal was removed after delivery.

7. Conformity and Warranty

7.1 Ruffman guarantees that the products comply with the agreement, the specifications stated in the offer, and the reasonable requirements of reliability and usability. 7.2 The statutory European warranty regulations apply to the delivered products. If a product shows a defect during normal use within the warranty period, the consumer is entitled to free repair or replacement.

8. Complaints Procedure

8.1 Complaints about the execution of the agreement or defects in products must be submitted to Ruffman within a reasonable time after the consumer has discovered the defects, fully and clearly described, via email to info@ruffman.eu. 8.2 Complaints submitted to Ruffman will be answered within a period of 14 days from the date of receipt. If a complaint requires an foreseeably longer processing time, the consumer will be informed within 14 days, along with an indication of when a substantive response can be expected.

9. Privacy

9.1 Ruffman processes the personal data of the consumer in accordance with the General Data Protection Regulation (GDPR). For a detailed overview of which data is collected and how it is used, please refer to the Privacy Policy on our website.

10. Liability

10.1 Ruffman is fully liable for damages resulting from injury to life, body, or health based on an intentional or negligent breach of duty by Ruffman, as well as for other damages based on an intentional or grossly negligent breach of duty. 10.2 For slight negligence, Ruffman is only liable for the breach of essential contractual obligations (cardinal obligations). In this case, liability is limited to the contractually typical, foreseeable damage. 10.3 To the extent permitted under applicable consumer protection law, Ruffman's total liability for damages per event is limited to a maximum of the amount of the respective purchase (including VAT), unless it concerns damages mentioned in clause 10.1.

11. Force Majeure

11.1 Ruffman is not obliged to fulfill any obligation towards the consumer if it is prevented from doing so as a result of a circumstance that is not due to its fault, and which is not its responsibility by virtue of law, a legal act, or generally accepted practice (force majeure). 11.2 Force majeure includes, among other things: strikes, transport barriers, fire, government measures, natural disasters, failures in networks or power supplies, and non-delivery by suppliers.

12. Applicable Law and Dispute Resolution

12.1 All agreements between Ruffman and the consumer are governed by the laws of the Netherlands. This also applies if the consumer lives in another EU country, unless mandatory provisions of consumer protection law in the consumer's country of residence dictate otherwise. 12.2 Disputes can be submitted by the consumer either to the competent court in the Netherlands or to the competent court in the country where the consumer has their habitual residence. 12.3 The European Commission provides a platform for Online Dispute Resolution (ODR) for consumers. This platform can be accessed by the consumer via the following link: https://ec.europa.eu/consumers/odr/. Ruffman is not obliged to participate in a dispute resolution procedure before a consumer arbitration board.