Terms and conditions.

In these terms we (Glastotaal) are the 'user' or seller. You are the buyer (the 'counterparty') as soon as you accept our terms or order from us. In this text we distinguish between:

• Consumer (private individual): a customer who is not acting in the course of a profession or business.
• Business customer (B2B): a customer who is acting in the course of a profession or business.
• Made-to-measure: glass produced to your specifications (dimensions, processing, finish).

If you would rather have your glass installed than fit it yourself, we refer you to our installation partner ProGlass BV. You configure your glass in our configurator and choose 'have it installed'; this submits a no-obligation quote request. We forward that request to ProGlass, after which ProGlass enters into the agreement for both supply and installation directly with you and invoices you.

For an installation job, Glastotaal is not a party to that agreement: the rates, the quote, the work, the invoicing, the warranty and the liability for the installed work lie entirely with ProGlass. ProGlass's prices (glass including installation) may differ from our glass-only prices. With an installation request you pay nothing to Glastotaal. If you choose 'fit it yourself', you simply order from us and these terms apply in full.

These terms apply to all our deliveries, processing and installations of glass and materials. Before the agreement is concluded, we make the text of these terms available electronically, so you can easily save it.

Our offers are always without obligation. Do we give a quote and you agree to it? Then we retain the right for another five business days to withdraw our offer after all. We expressly reject your own purchasing terms. Is there a clear programming or typing error in our webshop (you order a pane for € 0.01, for example)? Then this is an obvious mistake and we are not bound by that incorrect price.

All prices stated are exclusive of VAT, unless you shop in our webshop as a consumer — there we show prices inclusive of VAT. The price that applies is the price as stated in the configurator and the cart at the time of ordering, including the processing and shipping costs shown there. Do taxes, import duties or cost prices rise after our offer but before delivery? Then we may pass on that increase; as a consumer you may in that case dissolve the agreement free of charge.

The delivery times on our website are an indication and never count as a strict deadline. For transport we charge at least € 34.03; in the webshop you see the exact shipping costs in your cart in advance. We deliver with specialised, insured glass transport.

For business customers, delivery takes place ex works: transport is at your own expense and risk. Ordering as a consumer? Then we are legally responsible for the glass until it is at your delivery address (art. 7:11 Dutch Civil Code). For everyone, transport ends the moment the glass is placed beside the truck. Does your glass unexpectedly arrive damaged? See Warranty & transport damage for the reporting procedure.

Do we deliver the glass on a stand or glass rack? Then you may use it temporarily, but the risk of damage to the rack is yours from delivery onwards. You are obliged to hand the packaging back to us in exactly the same condition and to notify us yourself as soon as the packaging can be collected.

We supply ordinary commercial quality in accordance with the applicable NEN standards. Always check the glass immediately on delivery. Defects in quantities, dimensions or colour must be noted immediately on the consignment note; otherwise your right to complain about visible damage lapses. Other quality complaints must be reported by business customers within eight days of receipt by registered letter. For consumers the statutory period applies: you report within a reasonable time after discovery (in any case within two months). Does the complaint prove justified? Then we replace or repair the glass, or credit the invoice. Consumers always retain their statutory right to a sound product. Reporting can be done via the contact page.

In our webshop we offer secure payment methods, including options to pay (partly) afterwards. Business customers who buy on invoice pay within 30 days of the invoice date without set-off. If you pay as a business customer within eight days, you may apply a 1% discount on the net invoice amount. If you pay late, you are in default by operation of law. For business customers we then charge 1% interest per month on the outstanding amount from that moment; the collection costs amount to 15% of the total, with a minimum of € 225.00. For private customers only the statutory interest and the statutory collection costs (WIK) apply.

Do we doubt on a business order whether payment will be made? Then we may demand financial security in advance. The glass remains entirely our property until you have paid all outstanding bills. Is there a threat of seizure by a third party? Then you warn us immediately and point the bailiff to our right of ownership. If we reclaim unpaid glass from a business customer, you cooperate on pain of a penalty of 10% of the invoice amount. With consumers we also invoke our retention of title, but we always follow the legal framework for reclaiming.

Do you give us your own glass or materials to store or process temporarily? Then the risk of damage or breakage during transport, storage or processing is entirely at your expense.

We apply the standard tolerances of the NEN standards. When calculating measurements and prices, we always round millimetres up. For non-rectangular shapes we calculate the area based on the rectangle in which the template fits, including the surcharges. Do you provide the measurements yourself or must we make templates? Then those costs are for you.

In the event of force majeure (such as factory breakdowns, material shortages, strikes or natural disasters) we are not liable for damage. We have the right to suspend the work or dissolve the agreement. We may simply invoice the part of the work already completed. In the event of force majeure we inform you as soon as possible.

Do we install the glass at your place? Then you approve our work at the end of each working day. If you don't do so without valid reason, the work is automatically approved. If a complaint about the installation is justified, we reinstall the glass. Glass supplied by us may not be moved by you on the building site before we have installed it.

You are responsible for safety on the building site. You guarantee that all scaffolding and equipment present is sound and meets the safety requirements.

You vouch for the accuracy of the measurements, constructions and drawings you provide to us. If this is not correct in reality, we are entitled to additional payment or compensation. We determine which brands of sealant or putty we work with, unless agreed otherwise in advance.

Do you request extra work? Then we settle this additional work according to the agreed unit prices or the market prices current at that time.

For business customers our liability for damage is limited to the normal invoice value of the materials or services supplied. We never compensate indirect damage or lost profit. Do we install glass on a wrong rebate, an incorrect surface or in poor weather conditions that make dry installation impossible? Then the resulting damage is at your risk. For consumers the statutory liability rules apply in full.

Is there a crane or lift present? Then we may use it, including operating personnel, free of charge during working hours. If we work on upper floors, you arrange safe cantilever scaffolding at your expense. If our installation is delayed by circumstances beyond our fault, we pass on the extra costs.

Do laws or regulations change after the conclusion of the agreement, causing our costs to rise? Then we pass on those extra costs.

Ordering as a consumer? Then provisions in these terms that legally may not appear in a consumer agreement do not apply to you (in accordance with art. 6:236 and 6:237 Dutch Civil Code). Your statutory rights as a consumer always remain fully in force.

Right of withdrawal: as a consumer you have a 14-day cooling-off period to return standard items (such as sealant or clamps). The costs for this return shipment are yours. Glass that we produce especially to measure for you is legally excluded from the right of withdrawal (art. 6:230p sub f Dutch Civil Code) and cannot be returned. You'll find the full explanation and the digital withdrawal button at Right of withdrawal and Withdraw order.

Exchanges and returns: register an exchange or return with us within 14 days at the latest. The item must be clean, complete, undamaged and unused, in its original factory packaging, and shipped securely packed. We do not take back made-to-measure or shortened products (such as shower profiles and stabiliser bars). Once received in good condition, we refund the purchase price of the products; we may deduct any additional costs incurred. We may reject a return that is registered too late or arrives damaged — we only send it back once you have paid the shipping costs, and if you do not respond for seven days, the item stays with us. The full rules can be found at Register a return.

Disputes: can't we resolve a complaint together at all? Then as a consumer you can bring your dispute before the competent Dutch court or an accredited dispute resolution body.

All claim rights you as a business counterparty believe you have against us lapse no later than one year after they arise. For consumers the statutory limitation periods apply.

Dutch law applies exclusively to all our agreements and legal relationships. Any disputes we submit to the competent Dutch court, unless the law mandatorily designates another court.

We handle your personal data securely and carefully. Data you enter while ordering, we use only to make your order run smoothly. Exactly how we do that, you can read in our privacy policy.