General Terms and Conditions
General Terms and Conditions
W.F. Retail B.V. (R2) — EN — Last updated: May 2026
CONTENTS
Article 1 – Definitions
Article 2 – Identity of the Entrepreneur
Article 3 – Applicability
Article 4 – Offer
Article 5 – Agreement
Article 6 – Right of Withdrawal
Article 7 – Withdrawal Costs
Article 8 – Exclusion of Right of Withdrawal
Article 9 – Pricing
Article 10 – Conformity and Guarantees
Article 11 – Delivery and Execution
Article 12 – Extended Duration Transactions
Article 13 – Payments
Article 14 – Complaints
Article 15 – Disputes
Article 16 – Loyalty Program
Article 17 – Additional or Different Provisions
Article 1 – Definitions
In these terms and conditions the following definitions apply:
- Consideration time: The term during which the consumer can exercise his right of withdrawal.
- Consumer: the natural person not dealing on behalf of a company or profession and who enters into a distance agreement with the entrepreneur.
- Day: Calendar/work day.
- Extended duration transaction: a distance agreement with respect to a series of products and/or services, the delivery and/or acceptance obligation for which is spread out in time.
- Durable information carrier: any instrument that enables the customer or the entrepreneur to store information addressed personally to them in a way accessible to future reference and that allows the unchanged reproduction of the stored information.
- Right of withdrawal: the ability of the consumer to terminate the distance agreement within the cooling-off period.
- Model Form: The model withdrawal form made available by the entrepreneur to be completed by a consumer if he wants to exercise his right of withdrawal.
- Entrepreneur: the natural or legal person who offers products and/or services to consumers from a distance.
- Distance Agreement: an agreement based on a system for distance sales of products and services organised by the entrepreneur, including the closing of an agreement using one or more techniques of distant communication.
- Technology for remote communication: a means that can be used to close an agreement without the consumer and the entrepreneur having gathered together in the same place and at the same time.
- Terms and Conditions: these General Terms and Conditions of the entrepreneur.
Article 2 – Identity of the Entrepreneur
Name: W.F. Retail B.V., trading as R2 Amsterdam / R2
Address: Jacob de Graeflaan 2, 1181 DN Amstelveen, The Netherlands
Telephone: +31 (0)20 26 23 864
Email: webshop@r2.amsterdam
Bank account: NL43 RABO 0302 6259 92
Chamber of Commerce: 63132168
VAT identification number: NL855106116B01
Article 3 – Applicability
These general terms and conditions apply to any offer by the entrepreneur and to every finalised distance agreement between entrepreneur and consumer.
Before the distance agreement is closed, the text of these general terms and conditions will be made available to the consumer. If this is reasonably not possible, it will be indicated that the general terms and conditions can be reviewed at the entrepreneur’s location and will be sent at the request of the consumer without charge.
If the distance agreement is closed electronically, the text of these general terms and conditions will be made available electronically to the consumer in such a way that the text can be saved in a straightforward way on a durable information carrier.
If one or more provisions of these terms is at any time wholly or partially invalid or invalidated, the agreement and these terms and conditions remain otherwise in effect, and the relevant provision will be immediately replaced in consultation by a provision that approaches the scope of the original as much as possible.
Situations not covered by these general terms and conditions must be assessed in the spirit of these terms and conditions.
The processing of personal data in connection with orders, accounts, and the use of our website is governed by the R2 Privacy Policy, available at r2.amsterdam/pages/privacy-policy.
Article 4 – Offer
If an offer has a limited validity or is made under other conditions, this will be expressly stated in the offer.
The offer is without obligation. The entrepreneur is entitled to change and update the offer.
The offer includes a complete and accurate description of the products and/or services offered. If the entrepreneur makes use of illustrations, these will be a faithful representation of the products and/or services being offered. Obvious errors or mistakes in the offer are not binding for the entrepreneur.
All images and specification details in the offer are indicative and may not lead to damages or dissolution of the agreement. The entrepreneur cannot guarantee that the displayed colours correspond exactly to the real colours of the products.
Each offer shall include all necessary information clearly setting forth the consumer’s rights and obligations, including the price including taxes, any delivery costs, payment and delivery methods, the applicable right of withdrawal, and the period during which the offer may be accepted.
Article 5 – Agreement
Subject to the provisions in paragraph 4, the contract is created when the consumer has accepted the offer and met the established terms and conditions.
If the consumer has accepted the offer via electronic means, the entrepreneur shall promptly confirm receipt of the acceptance. As long as receipt has not been confirmed, the consumer may dissolve the agreement.
The entrepreneur will take appropriate technical and organisational security measures for the security of the electronic data transfer and to ensure a safe web environment.
The entrepreneur shall send the consumer the following information along with the product or service:
- Contact details for complaints: webshop@r2.amsterdam or +31 (0)20 26 23 864.
- The conditions under which and the way in which the consumer can make use of the right of withdrawal.
- Information about guarantees and service after purchase.
- Requirements for termination of the agreement if the agreement has a term of more than one year or is indefinite.
Article 6 – Right of Withdrawal
For the delivery of products, the consumer has the option to dissolve the agreement without a statement of reasons during a period of 30 days from the date of receipt. During the cooling-off period, the consumer will handle the product and packaging with care and will only unpack or use the product to the degree necessary to assess whether he wishes to keep it.
When the consumer wishes to exercise his right of withdrawal, he must inform the entrepreneur within 30 days of receipt and return the product within 14 days thereafter. The consumer must prove that the delivered items have been returned in a timely manner. Upon receipt of the return, R2 will refund the full purchase amount including original shipping costs within 14 days.
Members of the R2 Loyalty Program benefit from an extended return period of 60 days from the date of receipt, in accordance with the R2 Loyalty Program Terms & Conditions. For further details, please refer to r2.amsterdam/pages/r2-loyalty-terms-and-conditions.
For the delivery of services, the consumer has the option to dissolve the agreement without a statement of reasons during a period of 30 days, starting on the effective date of the agreement.
Article 7 – Withdrawal Costs
If the consumer makes use of his right of withdrawal, return shipping costs are borne by the consumer. The applicable return costs are as follows:
- Netherlands: €3.95 incl. VAT
- Belgium: €4.95 incl. VAT
- Germany: €4.95 incl. VAT
- France, Austria, Luxembourg: €7.95 incl. VAT
- Denmark, Sweden, Spain, Ireland: €7.95 incl. VAT
- Italy, Czech Republic, Slovakia, Lithuania: €9.95 incl. VAT
- Finland, Poland, and all other European countries not listed above: €12.95 incl. VAT
- United Kingdom, Norway, Switzerland, United States, Canada, Australia, Asia, and all other non-EU countries: return shipping costs are at the customer’s own expense. R2 does not provide a prepaid return label for these destinations.
Members of the R2 Loyalty Program at Gold tier or above are entitled to free returns for all orders shipped within the European Union. For full details of return benefits per tier, please refer to the R2 Loyalty Program Terms & Conditions at r2.amsterdam/pages/r2-loyalty-terms-and-conditions.
If the consumer has paid an amount for the product, the entrepreneur will refund this amount as soon as possible but no later than 30 days after the withdrawal, provided the product has been received back or conclusive evidence of the complete return can be presented.
Returns must be submitted via the R2 returns portal at r2.amsterdam/pages/returning-a-product. A prepaid return label is provided through the portal where applicable. Return costs incurred outside the portal — through any other carrier or method — are at the consumer’s own expense and will not be reimbursed by R2.
Article 8 – Exclusion of Right of Withdrawal
The entrepreneur can exclude the right of withdrawal for products that are: created according to the consumer’s specifications; clearly of a personal nature; unable to be sent back due to their nature; subject to rapid expiry or limited shelf life; priced subject to financial market fluctuations; individual newspapers and magazines; audio/video recordings or computer software with a broken seal; or hygienic products with a broken seal.
The right of withdrawal may be excluded for services regarding accommodation, transportation, hospitality or leisure services to be provided on a specific date; where performance has begun with the consumer’s agreement before the end of the consideration time; or regarding gaming and lotteries.
Article 9 – Pricing
During the period of validity stated in the offer, the prices of offered products and/or services will not be increased, unless this results from changes in VAT rates.
The prices stated in the offer include VAT. All prices are subject to printing and typographical errors. No liability will be accepted for the consequences of such errors.
Price increases within 3 months after creation of the agreement are only permitted if resulting from legal regulations. Price increases starting 3 months after creation are only permitted if the entrepreneur has stipulated this and they result from legal regulations, or if the consumer has the authority to terminate the agreement on the day the price increase takes effect.
Article 10 – Conformity and Guarantees
The entrepreneur guarantees that products and/or services fulfil the agreement, the specifications stated in the offer, the reasonable requirements of propriety and/or usability, and the legal provisions in effect on the date of the agreement.
Any defects or incorrectly delivered products must be reported in writing to the entrepreneur within 7 days after delivery. Returns must be made in the original packaging and in new condition.
The guarantee does not apply if the consumer has repaired or modified the delivered products themselves or had them modified by third parties; if products are exposed to abnormal conditions or handled carelessly; or if the defect results from government regulations regarding the materials used.
Article 11 – Delivery and Execution
The entrepreneur will take the greatest possible care in the taking and filling of orders and in the assessment of requests for the provision of services.
The address provided by the consumer applies as the place of delivery. Accepted orders will be filled with appropriate speed, but no later than within 30 days, unless the consumer agrees to a longer delivery term. If delivery is delayed, or if an order cannot be filled or can only partially be filled, the consumer will be notified no later than 30 days after placing the order and has the right to dissolve the agreement without charge.
In the event of dissolution, the entrepreneur will refund the amount paid as soon as possible but no later than within 30 days. The risk of damage and/or loss of products rests with the entrepreneur until the time of delivery to the consumer.
Article 12 – Extended Duration Transactions: Duration, Termination and Extension
The consumer can always terminate an agreement entered into for an indefinite period that extends to the regular delivery of products or services, with a period of notice of at most one month.
An agreement entered into for a definite period that extends to the regular delivery of products or services may not be silently extended for a definite period. Silent extension for an indefinite period is permitted only if the consumer may terminate at any time with a period of notice of at most one month.
If an agreement has a duration of more than one year, the consumer may always terminate with a period of notice of at most one month, unless reasonableness and fairness bar termination before the end of the agreed term.
Article 13 – Payments
Insofar as not otherwise agreed, amounts owed by the consumer must be paid within 7 working days after the start of the cooling-off period. The consumer has the duty to immediately report inaccuracies in payment information provided to the entrepreneur.
In case of overdue payment, the entrepreneur has the right, subject to legal restrictions, to charge reasonable costs made known to the consumer in advance.
Article 14 – Complaints
The entrepreneur has a complaints procedure and handles complaints accordingly. Complaints about the execution of the agreement must be submitted with a full and complete description within 7 days after the consumer has noted the defects. Complaints will be answered within 30 days of receipt.
In case of complaints, the consumer must first turn to the entrepreneur via webshop@r2.amsterdam or +31 (0)20 26 23 864.
If the complaint cannot be resolved by mutual agreement, the consumer may turn to Stichting WebwinkelKeur (www.webwinkelkeur.nl) for free mediation (applicable to Dutch and Belgian customers only). If no solution is found, the consumer may submit the dispute to the arbitration committee appointed by Stichting WebwinkelKeur, whose decision is binding.
It is also possible to file complaints via the European ODR platform at ec.europa.eu/consumers/odr.
Article 15 – Disputes
Exclusively Dutch law applies to agreements to which these general terms and conditions apply, even if the consumer lives abroad. The Vienna Convention does not apply.
Article 16 – Loyalty Program
R2 operates a Loyalty Program for registered customers. Participation in the Loyalty Program is subject to the R2 Loyalty Program Terms & Conditions, available at r2.amsterdam/pages/r2-loyalty-terms-and-conditions.
Loyalty Program members benefit from certain additional rights and benefits, including an extended 60-day return period as described in Article 6. In the event of any conflict between these General Terms and Conditions and the Loyalty Program Terms & Conditions, the provision most favourable to the consumer applies.
The processing of personal data in connection with the Loyalty Program is described in the R2 Privacy Policy, available at r2.amsterdam/pages/privacy-policy.
Article 17 – Additional or Different Provisions
Additional or different provisions from those in these general terms and conditions may not disadvantage the consumer and must be documented in writing or in such a way that they can be stored accessibly by the consumer on a durable information carrier.
W.F. Retail B.V. — r2.amsterdam — webshop@r2.amsterdam