General Terms and Conditions – Consumers (B2C)

DVM International B.V. | Translation of the original Dutch text | Version 1.3 – 30 October 2026

Applicable to consumer orders; separate B2B terms and conditions apply to business customers.

Download the General Terms and Conditions (PDF)

The complete consumer terms and conditions are available in eight languages:

The original Dutch text serves as the reference for interpretation insofar as compatible with applicable consumer protection laws. The complete English translation appears below.

General Terms and Conditions – Consumers (B2C)

Article 1. Definitions

1. DVM: DVM International B.V., established in Bosch en Duin, the Netherlands.

2. Consumer: a natural person acting for purposes outside their trade, business or profession.

3. Agreement: an agreement between DVM and a consumer for the sale of products.

4. Distance contract: a contract concluded under an organised distance-selling scheme without the simultaneous physical presence of the parties.

5. Right of withdrawal: the statutory right to cancel a distance contract without giving reasons within the applicable cooling-off period.

6. Durable medium: a means of storing information addressed personally to a person so that it can subsequently be consulted unchanged.

Article 2. Seller’s identity

1. DVM International B.V.

2. Vlierlaan 5, 3735 KT Bosch en Duin, the Netherlands

3. Telephone: +31 85 0602388 | Email: info@dvm-i.com | Website: www.dvm-i.com

4. Chamber of Commerce: 69415234 | VAT ID: NL857866436B01

5. Returns address: DVM International B.V., Nijverheidsweg 12, 3762 ER Soest, the Netherlands.

Article 3. Scope and applicability

1. These terms apply to offers and agreements between DVM and consumers, including webshop orders. Separate B2B terms apply to business transactions.

2. Before the agreement is concluded, these terms will be made available in a form that the consumer can retain; a copy will be provided free of charge on request.

3. Mandatory consumer rights always take precedence. An invalid provision does not affect the remaining provisions insofar as permitted by law.

Article 4. Offers and product information

1. DVM describes products, characteristics, prices, intended uses and any limitations as clearly and accurately as possible.

2. Technical standards, certifications and test results apply only to the specific product version to which they actually relate. Safety information and instructions for use must be followed.

3. Obvious errors which the consumer should reasonably have recognised as such are not binding on DVM. Normal variations in screen colours are possible without affecting product conformity.

Article 5. Orders and formation of the agreement

1. An agreement is concluded when the offer is accepted and the order is successfully completed, subject to statutory exceptions. DVM confirms the order electronically and provides the required contractual information on a durable medium.

2. If a product is unavailable, DVM will inform the consumer promptly. A substitute product will not be supplied without consent. Statutory rights to performance, cancellation and reimbursement remain unaffected.

Article 6. Prices and additional charges

1. Consumer prices are displayed inclusive of applicable VAT. Shipping costs and other mandatory additional charges are clearly stated before an order is placed.

2. Discounts and volume discounts apply as indicated in the offer. Subsequent price changes do not alter an agreement already concluded, subject to statutory exceptions.

3. Deliveries outside the EU may incur import duties, taxes or customs clearance charges. Before ordering, the consumer will be informed of known costs and of charges that cannot reasonably be calculated in advance.

Article 7. Payment

1. Available payment methods and terms are shown during checkout. Advance payment is required only insofar as permitted by law; the consumer retains all statutory rights, including protection against mandatory advance payment for consumer purchases where applicable.

2. In the event of late payment, statutory interest and out-of-court collection costs will be charged only in accordance with applicable legal requirements, including the required free-of-charge payment reminder.

Article 8. Delivery and transfer of risk

1. Delivery is made to the delivery address provided. Current shipping options, rates and estimated delivery times are set out in the Shipping Policy and shown at checkout where required.

2. DVM delivers within the agreed period or, if no period has been agreed, no later than 30 days after conclusion of the agreement. In the event of late delivery, the consumer retains their statutory rights.

3. The risk of loss or damage remains with DVM until the consumer, or a third party designated by the consumer other than the carrier, receives the product. Statutory exceptions apply where the consumer chooses a carrier not offered by DVM.

Article 9. Right of withdrawal

1. For a distance contract, the consumer generally has a 14-calendar-day cooling-off period starting on the day after the consumer, or a designated third party other than the carrier, receives the product. Where goods in one order are delivered separately, the period generally starts after receipt of the last item.

2. The consumer may withdraw within that period by an unequivocal statement, by email to info@dvm-i.com, using the model withdrawal form or through the online withdrawal facility at https://dvm-i.shop/pages/withdrawal-form. Withdrawal may concern the entire order or individual products. Use of the model form is optional.

3. DVM will promptly confirm an electronically submitted withdrawal on a durable medium. If legally required withdrawal information has not been provided, the statutory rules extending the withdrawal period apply.

Article 10. Returning goods after withdrawal

1. Following withdrawal, the consumer must return the product without undue delay and no later than 14 days after notifying withdrawal to: DVM International B.V., Nijverheidsweg 12, 3762 ER Soest, the Netherlands, unless DVM collects the product.

2. Direct return shipping costs are borne by the consumer if DVM has properly informed the consumer beforehand, unless DVM offers to cover them. Separate statutory rules apply to incorrect deliveries or non-conforming goods.

3. The consumer may handle the product as necessary to establish its nature, characteristics and functioning. Any legally permissible deduction for diminished value may apply only to handling beyond what is necessary. Original packaging is not a condition for withdrawal.

Article 11. Refunds following withdrawal

1. DVM will reimburse all amounts due without undue delay and no later than 14 days after notification of withdrawal, including the cost of the least expensive standard delivery option offered. Any surcharge for a more expensive delivery method chosen by the consumer need not be refunded.

2. For sales of goods, DVM may withhold reimbursement until it has received the product or the consumer has supplied evidence of having returned it, whichever occurs first, unless DVM collects the product.

3. Refunds are made free of charge using the same payment method unless the consumer expressly agrees otherwise.

Article 12. Statutory exceptions to withdrawal

1. The right of withdrawal may be excluded only where permitted by law and where DVM has clearly informed the consumer before conclusion of the agreement.

2. This may apply, for example, to non-prefabricated goods made on the basis of the consumer’s individual specifications or choices, or goods clearly personalised for a particular person.

3. Standard fire blankets are not excluded merely because of their nature. Opening their packaging does not automatically terminate the right of withdrawal.

Article 13. Statutory conformity and guarantee rights

1. DVM supplies products that conform to the agreement and possess the characteristics the consumer may reasonably expect. Statutory rights in the event of non-conformity remain fully applicable.

2. In the event of non-conformity, the consumer may claim free repair or replacement and, where statutory conditions are met, a price reduction or termination of the agreement.

3. In the Netherlands there is no general fixed statutory guarantee period of two years. The reasonably expected product lifespan and other circumstances are relevant. Statutory rules on the burden of proof remain applicable.

4. Consumers are requested to report defects within a reasonable period after discovery. A report made within two months of discovery is in any event timely. Original packaging is not required for statutory guarantee claims.

Article 14. Additional GARAN commercial guarantee

1. DVM provides a free ten-year commercial guarantee of durability (GARAN 10-Year Commercial Guarantee of Durability), starting on the purchase date, for all regular standard fire blankets sold to consumers through its webshop.

2. Standard fire blankets are regular fire blankets offered as standard webshop products, regardless of size, packaging, design or language version. Professional Fire Limitation Blankets for vehicles and other products are not automatically covered by GARAN unless this is expressly stated for the product.

3. The guarantee concerns the retention of the required functions and performance of an unused fire blanket when stored, maintained and inspected in accordance with the instructions. A fire blanket is intended for single use and must be replaced after use on a fire.

4. DVM will replace a product free of charge if a defect is covered by GARAN. Full terms, exclusions, claims procedures and evidence requirements are set out in the separate GARAN guarantee statement. This commercial guarantee is additional to, and does not limit, statutory consumer rights.

Article 15. Product safety and use

1. Consumers must follow the safety instructions, restrictions on use, storage and inspection requirements provided. Fire blankets can reduce risks but do not offer an absolute guarantee against fire, injury or damage.

2. DVM complies with applicable product safety obligations and provides legally required warnings and information. Nothing in this article limits mandatory liability or statutory rights.

Article 16. Complaints

1. Complaints may be submitted to info@dvm-i.com. DVM aims to respond substantively within 14 calendar days; if an investigation takes longer, an acknowledgement and indication of the expected follow-up period will be sent within that time.

2. The parties will first attempt to resolve disputes amicably. Consumers retain access to the legally competent courts and any applicable dispute resolution procedures. No affiliation with WebwinkelKeur or its dispute resolution committee is represented.

Article 17. Liability and force majeure

1. DVM is liable to the extent required by applicable law. Nothing in these terms excludes liability that cannot lawfully be excluded, including applicable product liability.

2. Circumstances beyond DVM’s reasonable control are assessed under applicable law. Reliance on force majeure does not affect mandatory consumer rights relating to delay, non-delivery, cancellation or reimbursement.

Article 18. Personal data

1. DVM processes personal data in accordance with applicable privacy legislation, including the GDPR. Further information is provided in the Privacy Policy and Cookie Policy on the website.

Article 19. Dutch law and competent court

1. Dutch law governs the agreement. This choice of law does not deprive consumers abroad of the protection afforded by mandatory provisions which cannot be excluded by a choice of law under applicable private international law rules.

2. Disputes will be brought before the court having jurisdiction under the applicable statutory rules. The UN Convention on Contracts for the International Sale of Goods (CISG) is excluded insofar as it might otherwise apply and exclusion is permitted.

Article 20. Language versions and amendments

1. The original text of these terms is in Dutch. Translations are provided for consumers’ convenience. The Dutch version serves as the reference for interpretation insofar as this is compatible with applicable rules on transparency, contractual interpretation and consumer protection.

2. DVM may amend these terms for future agreements. As a rule, the version in force when an agreement was concluded continues to apply to that agreement. These terms are available for consultation and download free of charge.

Appendix – Model withdrawal form

Use of this model form is optional. Consumers may also withdraw from all or part of an order at https://dvm-i.shop/pages/withdrawal-form or by sending an unequivocal email to info@dvm-i.com. An order number is helpful but is not a legal requirement for withdrawal.

To: DVM International B.V., Vlierlaan 5, 3735 KT Bosch en Duin, the Netherlands; info@dvm-i.com

I hereby give notice that I withdraw in whole or in part from our contract for the sale of the following goods:

Product(s): ........................................................................

Ordered on: ........................ Received on: ........................

Consumer’s name: ..................................................................

Consumer’s address: ..................................................................

Order number (if available): ........................................

Date: ........................

Signature (only if submitted on paper): ........................

Document version 1.3. Legal review before publication is recommended, particularly for cross-border consumer sales and webshop payment arrangements.