General Holland Watch GroupTerms and Conditions 

These General Terms and Conditions were drawn up in consultation with Trusted Shops and will become operable as of 1st of January 2018.
 
Holland Watch Group is certified by Trusted Shops and has undertaken to comply with the Trusted Shops code of conduct that can be consulted on .trustedshops.com.
 
Table of contents:
 
1 -  Information about Holland Watch group (HWG)
2 - Your personal data
3 - Applicability of these general terms and conditions
4 - Applicable law
5 - Our offer
6 - Ordering and the contract
7 -  Prices and shipping costs
8 - Payment
9 - Availability and delivery
10 - Liability
11 - Right of withdrawal and returns
12 - Guarantee
13 - Extended Guarantee
14 - Complaints  and disputes
15 - Amendments to the general terms and conditions
16 - Definitions

1 -  Information about Holland Watch group (HWG)

This website is managed by Holland Watch Group B.V., trading under the name Auer.lu ("we", "us", "our"). Goods that you purchase on this website will be delivered by us. We are registered with the Chamber of Commerce in Rotterdam under number 24350434.
Registered address:
Willebrordusstraat 16
3037 TR Rotterdam, The Netherlands
 
VAT identification number: NL812354576B01
You can contact us by e-mail at info@hollandwatchroup.com, by telephone on + 31 085 489 20 10 or write us at the above address.
 
Opening hours Customer Service:
From Monday to Friday from 9 am to 5 pm

2 - Your personal data

We will use your personal information in accordance with our privacy statement which you can consult here.

3 - Applicability of these general terms and conditions

3.1 These general terms and conditions apply to every offer made by us and to every distance contract that is realised between us and you.
3.2 If the distance contract is concluded electronically, then, contrary to the previous paragraph, and before the distance contract is concluded, the consumer will be provided with the text of these general terms and conditions electronically, in such a way that the consumer can easily store them on a durable data carrier. If this is not reasonably possible, then before concluding the distance contract, the trader will indicate where the general terms and conditions can be inspected electronically and that at his request they will be sent to the consumer free of charge, either electronically or in some other way.
3.3 In cases where specific product or service-related terms and conditions apply in addition to these general terms and conditions, the second and third paragraphs apply by analogy and the consumer can always invoke the applicable condition that is most favorable to him in the event of incompatible general terms and conditions.

4 - Applicable law

 Dutch law has been applied to these conditions. Any agreement for the purchase of goods from this website and all disputes arising in connection therewith are also governed by Dutch law.
 

5 - Our offer

5.1 The offer contains a complete and accurate description of the products and/or services being offered. The description is sufficiently detailed to enable the consumer to make a proper assessment of the offer. If the trader makes use of illustrations, these will be a true representation of the products and/or services being offered. The trader is not bound by obvious errors or mistakes in the offer.
5.2 If an offer is subject to a limited period of validity or is made subject to conditions, this will be explicitly mentioned in the offer.
5.3 Every offer will contain such information that makes it clear to the consumer what rights and obligations are involved in accepting the offer. 

6 - Ordering and the contract

6.1 You can place an order of goods offered to purchase on this website by following the instructions on the screen after clicking on the product you wish to purchase. You will have the opportunity to check your order and change any input errors, until you place your order by clicking the "Checkout" button. By clicking on "Checkout" your order is placed. We confirm the receipt of your order by sending an automatically generated e-mail with which we accept your order. The agreement has been concluded with this e-mail.
6.2 The contract relates exclusively to those specific goods mentioned in our confirmation email of our acceptance of your order. Please read and check this information to ensure that it is correct. If the information in the confirmation e-mail is incorrect, or if you are not satisfied with the details in the e-mail, please contact us via info@hollandwatchgroup.com
6.3 The contractual language is English.
6.4 Where we accept your order, we have a legal obligation to deliver goods that comply with these conditions.
6.5 We provide appropriate technical and organizational measures to secure the electronic transfer of data and we provide a secure web environment. If you pay electronically, we provide appropriate security measures.
6.6 The trader may obtain information – within statutory frameworks – about the consumer’s ability to fulfill his payment obligations, as well as about facts and factors that are important for the responsible conclusion of the distance contract. If that research gives the trader proper grounds for declining to conclude the contract, then he has a right, supported by reasons, to reject an order or application or to bind its implementation to special conditions.
6.7 We guarantee that the products and / or services comply with the agreement, the specifications stated in the offer, the reasonable requirements of soundness and / or usability and the legal provisions existing on the date of the conclusion of the agreement / or government regulations.

7 -  Prices and shipping costs

7.1 Information on this website in relation to prices is subject to change by us without prior notice. The prices that are displayed at the time of the order and on the order confirmation are the applicable prices.
7.2 In the rare event that an error or technical malfunction occurs and goods may have been incorrectly priced, we are not obliged to deliver the goods on the basis of this wrong price.
In that case we will either cancel your order and refund the purchase price, or we will contact you with the question whether you want to continue with the order (based on the correct price). If we are unable to contact you or if you do not want to continue with the order (on the basis of the right price), we will cancel your order and refund the price you have already paid. If the correct price of the goods is less than the price quoted, we can proceed with your order (at our discretion) and charge the lower amount upon shipment.
7.3 Unless otherwise stated, all prices are inclusive of VAT (if applicable) but exclude shipping costs.
7.4 Any shipping costs will be reported to you in the shopping basket before you place your order. You can read more about shipping methods and costs here.

8 - Payment

8.1 Purchased products remain our property until they have been paid in full. As soon as the goods have been delivered to you or a third party designated by you, you bear any  risk and you are liable accordingly.
8.2 As far as no other date has been agreed, sums payable by the consumer should be paid within 14 days after the start of the withdrawal period as stipulated in article 6 paragraph 1. In the case of a contract to provide a service this 14 days start on the moment the consumer receives the traders confirmation of the contract.
8.3 When selling products to consumers, the general terms and conditions may never stipulate an advance payment in excess of 50%. Where advance payment is stipulated, the consumer cannot invoke any rights whatsoever in relation to the implementation of the order or service(s) in question before the stipulated advance payment has been made.
8.4 The consumer is obliged to report immediately to the trader any inaccuracies in payment data provided or stated.
8.5 In the event of non-payment on the part of the consumer, the trader has the right, subject to statutory limitations, to charge the consumer reasonable costs about which the consumer was informed in advance.

9 - Availability and delivery

9.1 Information on this website regarding availability is subject to change without prior notice. We cannot guarantee the constant availability of the products on this site. All orders are always dependent on the current availability.
9.2 The place of delivery is deemed to be the address that the consumer makes known to the company. Delivery will be made on the basis of the information on the product pages after your order has been accepted.
9.3 The company will implement accepted orders with efficient expedition, though at the latest within 30 days, unless a longer period of delivery has been agreed. If delivery suffers a delay, or if the delivery cannot be implemented, or only partially, the consumer will be informed about this at the latest 30 days after the order was placed. In this case, the consumer has a right to dissolve the contract free of charge and a right to possible damages.
9.4 In the case of dissolution in accordance with the previous paragraph, the trader will refund the consumer the sum paid as quickly as possible, though at the latest within 30 days after that dissolution.
9.5 In case of unforeseen circumstances (eg unfavorable weather conditions, unpredictable delays due to traffic jams, road works, diversions or mechanical faults) we may not be able to deliver the goods within these periods and we are not liable for any delay or failure of the goods if the delay is wholly or partly caused by such circumstances. In the event that a delivery does not take place, we will agree an alternative delivery date with you. We are also not responsible for any delay in the delivery, caused by the unavailability of someone to receive the delivery of the products. It is your responsibility to contact the post office or courier company regarding the goods that could not be delivered because you were not available.
9.6 The risk of damage and/or loss of products rests upon the trader up to the moment of delivery to the consumer or a representative previous designated by the consumer and announced to the trader, unless this has explicitly been agreed otherwise.

10 - Liability

Unless expressly agreed otherwise in the contract, the statutory regulation on liability for defects applies.
Restrictions and shortened terms do not apply to claims based on damage caused by ourselves, our legal representatives or agents:
- in case of damage to life, life or health
- in case of deliberate or grossly negligent breach of duty and in case of bad faith
- in the event of a breach of essential obligations arising from an agreement, the fulfillment of which is indispensable for the proper performance of the agreement and the performance of which the other party can normally rely on the agreement (cardinal obligations)
- in the context of a given guarantee, insofar as agreed.

11 - Right of withdrawal and returns

11.1 Right of withdrawal and withdrawal period

When purchasing products as a consumer, you have the statutory right to withdraw from the contract without giving any reason within fourteen days.

Holland Watch Group B.V. (“HWG”) voluntarily extends this statutory withdrawal period to thirty days. Unless expressly stated otherwise, the provisions of this Article 11 apply throughout this entire thirty-day withdrawal period. This voluntary extension does not limit or otherwise affect your statutory consumer rights.

11.2 Start of the withdrawal period

The withdrawal period starts on the day after you, or a third party designated by you who is not the carrier, physically receives the product.

If you ordered several products in one order and these products are delivered separately, the withdrawal period starts on the day after you, or the third party designated by you, receives the last product.

If a product is delivered in several shipments, lots or parts, the withdrawal period starts on the day after you, or the third party designated by you, receives the final shipment, lot or part.

11.3 Exercising the right of withdrawal

To exercise your right of withdrawal, you must inform HWG of your decision to withdraw from the contract by means of an unequivocal statement before the withdrawal period expires.

You may inform us, among other methods:

• by post;
• by e-mail;
• by using the European model withdrawal form;
• through our returns portal; or
• through the online withdrawal function available on our website or app.

The use of the European model withdrawal form, the returns portal or the online withdrawal function is not mandatory. You may use any other unequivocal statement that clearly communicates your decision to withdraw from the contract.

To meet the withdrawal deadline, it is sufficient for you to send your withdrawal statement before the applicable withdrawal period has expired.

11.4 Online withdrawal function

For contracts concluded through our website, app or another online interface operated by HWG, we provide a clearly labelled, continuously available and easily accessible online withdrawal function.

The online withdrawal function remains available throughout the entire applicable withdrawal period, including the voluntary extension of the withdrawal period to thirty days.

You are not required to create an account to use the online withdrawal function. We will only require information that is necessary to identify you and the relevant contract or order. This may include:

a. your name;
b. your order number or other information identifying the contract; and
c. an e-mail address or other electronic contact details to which we can send confirmation of the withdrawal.

You may be asked to provide a reason for returning the product, but providing a reason is always optional and does not affect your right of withdrawal.

After entering the required information, you will be given the opportunity to definitively submit your withdrawal through a separate and clearly labelled confirmation function.

Immediately after the withdrawal has been submitted, we will send you an acknowledgement of receipt by e-mail or another durable medium. This acknowledgement will state which contract or order has been withdrawn and the date and time on which the withdrawal was submitted.

The online withdrawal function is an additional method of exercising the right of withdrawal. It does not replace your right to withdraw by e-mail, post, the European model withdrawal form or another unequivocal statement.

11.5 Examination and handling of the product

During the withdrawal period, you must handle the product and its packaging with reasonable care.

You may unpack, handle and examine the product only to the extent necessary to establish its nature, characteristics and functioning. As a general principle, you may inspect the product in the same way as you would reasonably be permitted to do in a physical shop.

You are liable for any diminished value of the product resulting from handling or use beyond what is necessary to establish the nature, characteristics and functioning of the product. Prolonged wear, scratches, damage, contamination or other signs of use may therefore result in a reasonable deduction from the amount refunded.

11.6 Returning the product

After informing us of your withdrawal, you must return or hand over the product without undue delay and no later than fourteen days after the day on which you informed us of your decision to withdraw.

The return deadline is met if you send the product before the fourteen-day return period has expired.

The product should be returned with all supplied accessories, manuals, certificates, gifts and other components. Where reasonably possible, the product should be returned in its original condition and packaging and in accordance with the reasonable and clear return instructions provided by HWG.

The absence of the original packaging does not in itself remove your statutory right of withdrawal. However, you may be liable for any diminished value caused by inadequate packaging, avoidable damage or handling beyond what is necessary to examine the product.

11.7 Return costs

Depending on the country from which the product is returned, you may be able to use a return label provided by HWG. The applicable cost of this return label will be communicated to you before you generate or accept the label and may be deducted from the amount refunded.

Further information about the available return methods, return-label charges and return address can be found on our Returns and Exchanges page.

If you do not use our return label, or if no return label is available for your country, you are responsible for the direct costs of returning the product, unless HWG expressly agreed to bear those costs or applicable mandatory consumer law provides otherwise.

11.8 Refund

If you withdraw from the entire contract, we will reimburse all payments received from you in relation to the withdrawn contract, including the cost of our least expensive standard delivery method.

If you selected a delivery method that was more expensive than our least expensive standard delivery method, we will not reimburse the additional delivery costs.

If you withdraw from only part of an order, the original delivery costs will only be reimbursed to the extent required by applicable mandatory consumer law.

We will make the reimbursement without undue delay and no later than fourteen days after the day on which we are informed of your decision to withdraw from the contract.

We may withhold reimbursement until we have received the returned product or until you have supplied sufficient evidence that you have returned it, whichever occurs first.

We will make the reimbursement using the same payment method that you used for the original transaction, unless you have expressly agreed to another payment method. You will not incur any fees as a result of the reimbursement.

11.9 Products excluded from the right of withdrawal

The right of withdrawal does not apply in the circumstances described in Article 12 of these General Terms and Conditions.

In particular, the right of withdrawal does not apply to products that have been manufactured according to your individual specifications or that have been clearly personalised for you. This includes products engraved at your request with a name, date, text, image, symbol or other personal inscription.

This exclusion does not affect your statutory rights if the product is defective, does not conform to the contract, has been engraved incorrectly or differs from the product or personalisation that you ordered.

11.10 Mandatory consumer rights

Nothing in this Article 11 excludes, restricts or otherwise affects any mandatory consumer rights available to you under the laws of the country in which you habitually reside.

12 - Guarantee

Without limitation of your right of withdrawal under article 11 you can return the product to us, eg if the product is not the ordered product, it is damaged or defective or a wrong quantity.
If goods are delivered with visible transport damage, you must immediately report this damage to the deliverer and contact us as soon as possible. If you do not complain or do not contact us, this will not affect your statutory rights and their enforcement, in particular with regard to your legal right to guarantee. But you help us to exercise our own rights vis-à-vis the freight carrier or transport insurance.
As soon as we have confirmed the defect or another problem, we will - at your preference - repair or replace the goods at our expense - if this is within a reasonable period after the sale - unless this is not possible or disproportionately expensive. In this case you will receive a refund of the amount already paid for these goods.
We will keep you informed about the reimbursement within a reasonable period of time. We usually process the request for reimbursement as quickly as possible and in any case no later than 30 days after confirmation by e-mail about the refund for damaged or defective products.
You can read more about the guarantee at HWG here.

13 - Extended guarantee

An extended  guarantee is understood to mean every obligation of the entrepreneur, his supplier, importer or producer in which he assigns certain rights or claims to the consumer that go beyond what is legally required in the event that he has failed to fulfill his part of the agreement.
An extra (extra statutory) guarantee provided by the entrepreneur, his supplier, manufacturer or importer never limits the legal rights and claims that you can enforce against the entrepreneur under the contract if the entrepreneur has failed to fulfill his part of the contract.
You can read more about the guarantee at HWG here.

14 - Complaints and disputes

14.1 Complaints submitted to us in writing (or by e-mail) are confirmed within 24 hours of receipt and answered within a period of 14 days from the date of receipt. If a complaint requires a foreseeable longer processing time, you will receive an indication from us within the period of 14 days when you can expect a more detailed answer.
14.2 You must give us at least 4 weeks to resolve the complaint in mutual consultation. If the complaint is not resolved after this period, a dispute arises that is susceptible to dispute settlement.
14.3 The European Commission offers an online dispute resolution platform, which you can find here http://ec.europa.eu/consumers/odr/. Consumers have the opportunity to use this platform for the settlement of disputes.

15 - Amendments to the general terms and conditions

If a provision of these General Terms and Conditions is not valid or inadmissible, this does not limit the effect of the other provisions.
We can change these Terms and Conditions over time or otherwise edit them without prior notice. Check this regularly on our website to see which General Terms and Conditions apply at this time.

16 - Definitions

The following definitions apply in these terms and conditions:
1.       Withdrawal period: the period within which the consumer can make use of his right of withdrawal;
2.       Consumer: the natural person whose action is not within the course of a profession or business and who enters into an distance contract with the trader;
3.       Day: calendar day;
4.       Digital content: data produced and delivered in digital form;
5.       Durable medium: every means that enables the consumer or trader to store information that is addressed to him in person in a way that facilitates future consultation and unaltered reproduction of the stored information;
6.       Right of withdrawal: the possibility for the consumer to waive the distance contract within the withdrawal period;
7.       Trader the natural or legal person who is a member of the Dutch Thuiswinkel Organization and who offers products and/or services to consumers from a distance;
8.       Distance contract: an contract whereby sole use is made of one or more techniques for distance communication within the framework of a system organized by the trader for the distance sale of products and/or services, up to and including the moment that the contract is concluded;
9.       European model form for withdrawal: the European model form for withdrawal included in these conditions; does not have to be made available if the consumer does not have a right of withdrawal in respect of his order;
10.   Technique for distance communication: means that can be used for concluding an contract, without the consumer and trader being in the same place at the same time.
 

Last Modified:  1-6-2026