Terms and conditions
Nouèm Oil & Nature
Version: September 2026
Article 1 – Identity of the trader
These terms and conditions are applied by:
Nouèm Oil & Nature
Noordland 51, 2548 WB Den Haag
KvK-nummer: 97514365
Btw-identificatienummer: NL005274930B25
E-mail: info@nouemoil.com
Website: www.nouemoil.com
Article 2 – Applicability
1. These terms and conditions apply to every offer made by Nouèm Oil & Nature and to every contract concluded between Nouèm Oil & Nature and a consumer via the webshop.
2. Before or at the time the contract is concluded, the consumer will be provided with the opportunity to inspect and store these terms and conditions.
3. Deviations from these terms and conditions are valid only if explicitly agreed in writing.
4. Mandatory statutory consumer rights are neither excluded nor limited by these terms and conditions.
5. Should any provision of these terms and conditions be found to be wholly or partially void, voidable, or otherwise unenforceable, the remaining provisions shall remain fully in effect.
Article 3 – Offer and product information
1. Nouèm Oil & Nature endeavours to describe and display its products as fully, clearly, and accurately as possible.
2. Product images are intended to provide as accurate a representation as possible. Colours and details may differ slightly due to screen settings or photography.
3. Products containing or crafted from natural ingredients or natural materials may exhibit natural variations in, among other things, colour, scent, texture, pattern, shape, and appearance.
4. Such natural variations do not in themselves constitute a defect, provided that the delivered product conforms to what the consumer could reasonably expect under the contract.
5. Obvious clerical, input, pricing, or other errors do not bind Nouèm Oil & Nature where it was, or reasonably ought to have been, clear to the consumer that an error had occurred.
Article 4 – Cosmetic products and product safety
1. The cosmetic products of Nouèm Oil & Nature are offered in compliance with applicable European and Dutch regulations governing cosmetic products.
2. Prior to being placed on the market, a safety assessment was carried out and a Cosmetic Product Safety Report (CPSR) was drawn up for the cosmetic products of Nouèm Oil & Nature in accordance with applicable cosmetics legislation.
3. Cosmetic products must only be used in accordance with their intended purpose and the directions for use and warnings specified on or with the relevant product.
4. The consumer is advised to inspect the ingredients list and other product information prior to use, particularly where there are known allergies, hypersensitivities, or intolerances.
5. The fact that a cosmetic product has been assessed in accordance with applicable regulations does not preclude an individual user from experiencing a hypersensitivity or allergic reaction.
6. Where specific warnings, usage restrictions, or precautions are stated on or with a product, the consumer must observe them.
7. Information provided on the website regarding cosmetic products, ingredients, and their application is intended as general product information and does not constitute individual medical advice.
Article 5 – Formation of the contract
1. The contract is concluded once the consumer has completed the order process and placed the final order.
2. Nouèm Oil & Nature confirms receipt of the order by electronic means.
3. Nouèm Oil & Nature may refuse or cancel an order where there is a legitimate reason to do so, for instance in cases of demonstrable fraud, abuse, an obvious pricing error, or where a product unexpectedly proves to be unavailable.
4. If Nouèm Oil & Nature cancels an order that has already been paid for, the relevant amount paid will be refunded.
Article 6 – Prices and payment
1. All prices stated for consumers are inclusive of applicable VAT, unless explicitly stated otherwise.
2. Any shipping costs and other additional charges will be clearly displayed before the order is definitively placed.
3. The consumer may use the payment methods offered during the checkout process.
4. The consumer is responsible for providing accurate payment and order details.
5. Nouèm Oil & Nature is not obliged to dispatch an order until the required payment has been received, unless the chosen payment method dictates otherwise.
Article 7 – Delivery
1. Orders will be delivered to the delivery address provided by the consumer during the order process.
2. The consumer is responsible for verifying the provided address details before placing the order.
3. Current shipping costs and estimated delivery times are stated on the website and/or during the checkout process.
4. If an order is delayed or cannot be fulfilled, Nouèm Oil & Nature will inform the consumer accordingly.
5. If demonstrable additional shipping costs are incurred as a result of an incorrect address provided by the consumer, these costs may, to the extent permitted by law, be charged to the consumer.
6. Damage or loss during transit does not affect the consumer’s statutory rights against Nouèm Oil & Nature.
7. For international shipments, indicated delivery times are estimates. Delivery timeframes may depend on local carriers, customs clearance, public holidays, and other circumstances beyond the control of Nouèm Oil & Nature.
Article 8 – Inspection of the order
1. The consumer is requested to inspect the order upon receipt.
2. If an incorrect product has been delivered, an item is missing, or visible transit damage is present, the consumer is requested to contact Nouèm Oil & Nature as soon as possible.
3. Nouèm Oil & Nature may request photographs of the product and/or the packaging where reasonably necessary to assess the report.
4. Failure to report a defect immediately does not affect the consumer's mandatory statutory rights.
Article 9 – Statutory right of withdrawal
1. For purchases made via the webshop, the consumer has the statutory right to withdraw from the contract without giving reasons within a period of 14 days following receipt of the product.
2. In addition, Nouèm Oil & Nature voluntarily offers consumers an extended return period of 30 days in total, starting from the day on which the consumer, or a third party designated by the consumer other than the carrier, receives the product.
3. Within this 30-day period, the consumer may return the product subject to the conditions set out in these terms and conditions.
4. The consumer is not required to provide a reason for the withdrawal.
5. The consumer may notify Nouèm Oil & Nature of the withdrawal within the cancellation period via any legally permitted means of communication, including by email and via the online withdrawal function provided on the website.
6. Following notification of withdrawal, the consumer has 14 days to return the product.
7. The return address is:
Nouèm Oil & Nature
Noordland 51, 2548 WB Den Haag
8. The direct costs of returning the goods shall be borne by the consumer, unless Nouèm Oil & Nature indicates otherwise or is legally required to bear these costs.
9. In the event of a valid and complete withdrawal, Nouèm Oil & Nature will reimburse all payments received from the consumer, including the initial standard delivery costs (i.e. the cheapest standard delivery option offered), to the extent required by law.
10. If the consumer explicitly opted for a more expensive delivery method than the cheapest standard delivery offered, Nouèm Oil & Nature is not required to reimburse the difference in delivery costs.
11. Nouèm Oil & Nature will process the statutory refund no later than 14 days after the consumer notified their withdrawal. To the extent permitted by law, Nouèm Oil & Nature may withhold the refund until it has received the product back or until the consumer has provided proof of having sent back the product, whichever is earlier.
12. Reimbursement will generally be made using the same payment method used for the initial transaction, unless agreed otherwise and provided that this does not incur any additional charges for the consumer.
Article 10 – Sealed cosmetic and hygiene products
1. Certain products from Nouèm Oil & Nature may be delivered sealed for reasons of health protection and/or hygiene.
2. Where a product falls under the statutory exemption for sealed goods that are not suitable for return due to health protection or hygiene reasons, the statutory right of withdrawal lapses once the consumer unseals the product after delivery.
3. If this exemption applies to a specific product, the consumer will be clearly informed before the contract is concluded:
a. that the product will be delivered sealed; and
b. that the statutory right of withdrawal lapses if the seal is broken after delivery.
4. Any product for which Nouèm Oil & Nature relies on this statutory exemption will genuinely be dispatched with a seal.
5. Where all statutory conditions for this exemption are met in respect of a product and the consumer breaks the seal, the product can no longer be returned under the statutory right of withdrawal.
6. Merely opening or handling outer packaging does not exclude the right of withdrawal unless the statutory requirements for this exemption are met.
7. This article does not restrict the consumer’s statutory rights if a product is, for example, damaged, incorrectly delivered, or defective.
Article 11 – Inspection of products and reduction in value
1. For products subject to the right of withdrawal, the consumer may handle and inspect the product during the cooling-off period only to the extent necessary to establish its nature, characteristics, and functioning.
2. If the consumer handles the product beyond what is necessary to inspect it, resulting in a reduction in the product's value, the consumer may be liable for such diminished value in accordance with statutory rules, provided that Nouèm Oil & Nature has provided the legally required information regarding this right.
3. This article is separate from products for which the right of withdrawal has validly lapsed due to the breaking of a seal as set out in Article 10.
Article 12 – Non-cosmetic products and accessories
1. In addition to cosmetic products, Nouèm Oil & Nature may offer accessories and care tools, including gua sha stones, scalp brushes, hairbrushes, and combs.
2. The statutory right of withdrawal applies in principle to these products, unless a specific statutory exemption applies to the item in question.
3. Nouèm Oil & Nature will only apply an exemption to the statutory right of withdrawal if the applicable statutory requirements are satisfied.
Article 13 – Statutory warranty and conformity
1. The consumer is entitled to a product that conforms to the contract and possesses the qualities that the consumer may reasonably expect.
2. If a product is defective or non-conforming, the consumer retains their statutory warranty rights.
3. Depending on the circumstances and statutory provisions, the consumer may be entitled to an appropriate statutory remedy, including repair, replacement, price reduction, or termination of the contract and a refund.
4. A broken hygiene seal does not deprive the consumer of their statutory rights in the event that the product is defective.
5. Any commercial guarantee offered does not affect the consumer’s statutory warranty rights.
Article 14 – Use, allergies and hypersensitivity
1. The consumer must observe the directions for use, warnings, and precautions supplied on or with the product.
2. Consumers with known allergies, intolerances, or hypersensitivities must check the ingredients list and any other relevant product information prior to use.
3. Products intended exclusively for external use must not be ingested or used in any manner other than their intended purpose.
4. If an adverse reaction occurs, use of the product should be discontinued immediately. If necessary, appropriate professional medical advice should be sought.
5. To the extent permitted by law, Nouèm Oil & Nature is not liable for damages arising solely from failure to follow instructions for use, improper use of the product, or a pre-existing allergy or hypersensitivity known to the consumer.
6. Nothing in this article limits liability that cannot be excluded or limited under mandatory law.
Article 15 – Cosmetic claims and information
1. Nouèm Oil & Nature endeavours to make only product claims and provide information that comply with applicable laws and regulations governing cosmetic products.
2. Information regarding ingredients, properties, application, and effects of a cosmetic product should be understood strictly within the context of the cosmetic purpose for which the product is offered.
3. Product information provided by Nouèm Oil & Nature is not intended to make medical diagnoses and is not a substitute for individual medical advice or medical treatment.
4. Where the law requires cosmetic claims to be substantiated, the claim in question shall be supported by adequate substantiation.
Article 16 – Complaints procedure
1. Complaints regarding a product, order, or service of Nouèm Oil & Nature may be submitted via:
E-mail: info@nouemoil.com
2. The consumer is requested to state the order number and provide a clear description of the complaint.
3. Where relevant to the assessment of a complaint, Nouèm Oil & Nature may request photographs or other reasonably necessary details.
4. Nouèm Oil & Nature will handle complaints diligently and respond within a reasonable period.
5. This complaints procedure does not affect the consumer's statutory rights.
Article 17 – Reviews
1. Consumers may leave a review regarding products and services of Nouèm Oil & Nature.
2. Nouèm Oil & Nature endeavours to publish only reviews from customers who have genuinely made a purchase.
3. Nouèm Oil & Nature will state when and how it verifies whether a review originates from a consumer who has actually purchased the product.
4. Nouèm Oil & Nature reserves the right to reject or remove reviews if they:
- contain spam;
- are discriminatory, offensive, or unlawful;
- do not relate to the relevant product or the service provided by Nouèm Oil & Nature.
5. Both positive and negative reviews may be published, provided they comply with these terms.
Article 18 – Liability
1. Nouèm Oil & Nature is liable to the extent that such liability arises from the law or the contract.
2. Nouèm Oil & Nature does not exclude any liability that cannot be excluded or limited pursuant to mandatory law.
3. To the extent permitted by law, Nouèm Oil & Nature is not liable for damage caused solely by incorrect use of a product, use contrary to clear instructions or warnings, or other circumstances attributable to the consumer under the law.
4. Nothing in these terms and conditions limits the statutory rights of consumers in respect of defective or unsafe products.
Article 19 – Retention of title
1. All products delivered by Nouèm Oil & Nature remain the property of Nouèm Oil & Nature until the consumer has fulfilled all payment obligations arising from the contract in full.
2. As long as ownership has not passed to the consumer, the consumer may not pledge or otherwise encumber the products.
3. If a payment is reversed or is found to have been received without legal obligation, Nouèm Oil & Nature reserves the right to reclaim the products concerned.
Article 20 – Intellectual property
1. Insofar as intellectual property rights exist, all rights to, among other things, the name Nouèm Oil & Nature, logos, texts, photography, product presentations, graphic designs, and other content developed by or on behalf of Nouèm Oil & Nature belong to Nouèm Oil & Nature or the respective rights holder.
2. These materials may not be copied, published, distributed, or used commercially without prior consent, except as permitted by law.
Article 21 – Privacy and personal data
1. Nouèm Oil & Nature processes personal data in accordance with applicable data protection legislation.
2. Nouèm Oil & Nature’s separate Privacy Policy explains in further detail which personal data is processed, why it is processed, how long it is retained, with which parties it may be shared, and what rights data subjects have.
Article 22 – Force majeure
1. If Nouèm Oil & Nature is temporarily unable to fulfil an obligation due to circumstances reasonably beyond its control, it will notify the consumer where relevant.
2. A plea of force majeure does not limit any mandatory statutory rights to which the consumer is entitled under the law.
Article 23 – International shipping
1. Nouèm Oil & Nature can deliver orders within the Netherlands, Belgium, Germany, and other countries to which shipping is offered at the time of ordering.
2. Not all products are necessarily available for delivery to all countries. Nouèm Oil & Nature reserves the right to restrict or exclude certain countries or regions from delivery.
3. For deliveries outside the Netherlands, different shipping costs, delivery times, and delivery terms may apply. These will be communicated to the consumer during the order process or prior to concluding the contract.
4. Where delivery is made to a country outside the European Union, import duties, VAT, customs clearance fees, or other taxes may be levied by local authorities. These charges are entirely at the consumer's expense, unless explicitly agreed otherwise.
5. The consumer is responsible for verifying whether the ordered products may be imported into the destination country and whether additional local regulations apply.
6. Nouèm Oil & Nature is not liable for delays, import refusals, seizures, or additional inspections by customs authorities or other governmental bodies in the destination country.
7. If an order is refused by the consumer or cannot be delivered due to incorrect address details, non-compliance with customs formalities, or non-payment of import charges, Nouèm Oil & Nature may set off the shipping, return, and administrative costs actually incurred, to the extent permitted by law.
Article 24 – Amendments to the terms and conditions
1. Nouèm Oil & Nature may amend these terms and conditions for future contracts.
2. Contracts already concluded will, in principle, remain governed by the terms and conditions that were in effect at the time the contract was concluded.
3. A subsequent amendment to these terms and conditions will not be applied retrospectively to limit existing statutory consumer rights.
Article 25 – Online withdrawal function
1. During the applicable statutory withdrawal period, Nouèm Oil & Nature provides a clear and easily accessible online facility on its website enabling consumers to withdraw from a distance contract concluded online, in accordance with applicable statutory requirements.
2. Use of this online facility is not the sole method by which the consumer may exercise the right of withdrawal. The consumer may also use any other legally permissible method, including an unequivocal statement by email or the statutory model withdrawal form.
3. Following use of the online withdrawal function, the consumer will receive an electronic confirmation of receipt in accordance with statutory requirements.
Article 26 – Applicable law and disputes
1. Contracts between Nouèm Oil & Nature and consumers are governed by Dutch law, to the extent that this choice of law is permitted by applicable legislation.
2. If the consumer is resident in another country, this choice of law will not deprive the consumer of the protection afforded by mandatory legal provisions applicable to the consumer under relevant international rules.
3. In the event of a dispute, Nouèm Oil & Nature and the consumer will first attempt to reach an amicable solution together.
4. If the parties cannot resolve the matter amicably, the dispute may be submitted to the court of competent jurisdiction under the law.