Terms of Service

1. Overview

These Terms of Service ("Terms") apply to all use of the website and services operated by The Grand Collection B.V., located at Aalsmeerderweg 47-K, 1432 CG Aalsmeer, The Netherlands, registered with the Dutch Chamber of Commerce under number 90435664 and VAT number NL188140979B02 ("we", "us", "our").

By accessing our website or placing an order, you agree to these Terms. If you do not agree, you should not use our services.

These Terms apply to consumer (B2C) purchases made through our website. Business customers (B2B) are subject to separate terms and conditions, which are provided upon request or at the time of a B2B agreement. By placing a B2B order, you confirm that you have received and agreed to those separate terms.

2. Applicability

2.1 These Terms apply to all offers, orders, agreements and deliveries between us and consumers via our website.

2.2 Deviations from these Terms are only valid if agreed in writing.

2.3 If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue to apply in full.

3. Products and Product Information

3.1 We aim to present our products as accurately as possible. However, images, colours, dimensions and finishes may vary depending on screen settings and the natural characteristics of materials.

3.2 Many of our products are made from natural materials such as stone, wood or metal. Variations in colour, texture, veining, and finish are inherent to these materials and are not considered defects.

3.3 Minor deviations from product descriptions, images or specifications do not entitle the customer to cancellation, replacement or compensation, unless required by law.

3.4 We reserve the right to modify or discontinue products at any time without prior notice.

4. Orders and Formation of Agreement

4.1 By placing an order, you make an offer to purchase a product.

4.2 An automatic order confirmation email only confirms receipt of your order and does not constitute acceptance of that offer.

4.3 An agreement is only concluded when we explicitly accept the order or when the product is dispatched.

4.4 We reserve the right to refuse or cancel an order before acceptance in cases including, but not limited to:

• pricing errors or manifest mistakes
• incorrect or incomplete product information
• incorrect or missing shipping costs
• product unavailability or extended lead times
• suspected misuse or fraud

4.5 If we cancel an order after payment has been made, the full amount paid will be refunded without undue delay.

5. Prices and Errors

5.1 All prices are displayed in the currency applicable to your region and are subject to change without prior notice.

5.2 For deliveries outside the European Union, prices shown on our website are exclusive of any import duties, VAT, or customs clearance fees that may apply in the destination country, unless explicitly stated otherwise for your market.

5.3 Despite our best efforts, errors may occur in pricing, product descriptions, availability or shipping costs.

5.4 Obvious or manifest errors, including but not limited to incorrect pricing, technical malfunctions or system errors, are not binding on us.

5.5 In such cases, we reserve the right to correct the error and adjust or cancel the order accordingly, even after an order has been placed. The customer will be informed and offered the option to confirm the corrected order or receive a full refund.

6. Payment

6.1 Payment must be made in full at the time of placing the order, through the payment methods offered at checkout.

6.2 We do not offer payment on account or deferred payment through our website.

6.3 We reserve the right to suspend or cancel the processing of an order if payment is not successfully completed or cannot be verified.

7. Shipping, Delivery and Lead Times

7.1 Delivery times stated on our website or in order communications are indicative only and are not guaranteed.

7.2 Delays caused by carriers, customs procedures, supplier lead times or circumstances beyond our control do not entitle the customer to compensation or cancellation, unless required by law.

7.3 Delivery takes place at the address provided by the customer at the time of ordering. We are not responsible for failed or delayed deliveries resulting from an incorrect or incomplete address.

7.4 Our standard delivery service includes delivery to the front door at ground level only. It does not include:

• carrying items inside the home or to upper floors
• assembly or installation
• unpacking or removal of packaging materials

7.5 For larger or heavier items, delivery may take place on a pallet. Pallets and packaging materials are not collected by the carrier as part of standard delivery.

7.6 The risk of loss or damage passes to the customer at the moment the product is delivered to the customer or a third party designated by the customer.

8. White Glove Delivery

8.1 For customers who require additional delivery support, we offer white glove delivery as an optional, paid service. Depending on location and product, this may include in-home delivery, placement, and removal of packaging.

8.2 White glove delivery is not included by default and must be requested before or shortly after placing an order. Availability and pricing are confirmed at the time of request.

8.3 We reserve the right to decline a white glove delivery request if it is not feasible based on the delivery location, product type, or available service providers.

9. Shipping Costs and International Delivery

9.1 Shipping costs are displayed during checkout where applicable. For certain destinations or order types, shipping costs may be calculated and communicated separately after the order is placed.

9.2 If shipping costs are incorrectly calculated due to a technical or system error, we reserve the right to correct these costs before accepting the order. The customer will be informed and may choose to confirm the corrected order or cancel for a full refund.

9.3 Import Duties, VAT and Customs Costs

For deliveries to the United Kingdom, Switzerland, Norway and other destinations outside the European Union, import duties, local VAT and customs clearance fees may apply. The way these costs are handled depends on the delivery method used for your order.

For pallet shipments, import duties and local VAT are settled by us directly with the carrier. These costs are reflected in the product price applicable to your market and will not be invoiced to you separately after purchase.

For parcel shipments, import duties and local VAT are the responsibility of the customer. You may receive a separate invoice from the carrier or local customs authority prior to delivery. These charges are not included in our product price or any shipping fee shown at checkout.

The delivery method, pallet or parcel, is determined by us based on the size, weight and nature of the order. In some cases, smaller items may be consolidated with a pallet shipment, in which case the pallet conditions above apply. We will communicate the applicable delivery method in your order confirmation or shipping notification.

9.4 Failed Delivery and Return Freight Costs

If a delivery attempt fails due to circumstances attributable to the customer, including but not limited to the customer being unavailable at the agreed delivery address, refusal of delivery, an incorrect or incomplete address, or failure to comply with customs or import requirements, any costs incurred by us as a result, including return freight charges, storage fees, and additional handling costs charged by the carrier, will be passed on to the customer. We will notify the customer of the amount before deducting it from any refund due.

9.5 For deliveries to destinations outside Europe, additional shipping costs may apply that cannot be determined at the time of checkout. In such cases, we will contact the customer with the applicable costs before processing the shipment. The customer may choose to accept the costs or cancel the order for a full refund.

10. Inspection and Damage

10.1 The customer is expected to inspect the product upon delivery.

10.2 Any visible damage or defects must be reported to us as soon as reasonably possible, preferably within 48 hours of delivery, including photographic evidence.

10.3 Failure to report visible damage in a timely manner may affect the handling of the claim, without prejudice to the customer's statutory rights.

10.4 Damage that could not reasonably have been detected at the time of delivery should be reported to us as soon as it is discovered.

11. Right of Withdrawal (Consumers)

11.1 Consumers have the right to withdraw from the agreement within 14 days of receiving the product, without giving any reason, in accordance with applicable law.

11.2 To exercise the right of withdrawal, the customer must notify us within the 14-day period by contacting us at info@thegrandcollection.eu.

11.3 The product must be returned in its original condition, unused, and in its original packaging. The customer is responsible for the cost of return shipping.

11.4 Returns must be sent to: The Grand Collection B.V., Aalsmeerderweg 47-K, 1432 CG Aalsmeer, The Netherlands. Items sent back without prior notification and approval will not be accepted.

11.5 Certain products may be excluded from the right of withdrawal, including custom-made or personalised products, as permitted by applicable law.

11.6 Upon receipt and inspection of the returned product, we will process any applicable refund within 14 days, using the same payment method used for the original purchase.

11.7 Further details are provided in our Return and Refund Policy.

12. Liability

12.1 We are only liable for direct damages resulting from a demonstrable breach of our obligations, to the extent required by applicable law.

12.2 To the extent permitted by law, our total liability for any claim is limited to the amount paid by the customer for the product concerned.

12.3 We are not liable for indirect or consequential damages, including loss of profit, loss of data, or damage caused by incorrect use of a product.

12.4 Nothing in these Terms limits or excludes liability where such limitation or exclusion is not permitted under applicable law, including liability for death or personal injury caused by our negligence.

13. Force Majeure

13.1 We are not liable for any delay or failure to perform resulting from circumstances beyond our reasonable control, including but not limited to transport disruptions, port congestion, supplier delays, material shortages, strikes, pandemics, natural disasters or technical failures.

13.2 In the event of a force majeure situation lasting more than 60 days, both parties have the right to cancel the affected order. Any amounts already paid will be refunded.

14. Intellectual Property

14.1 All content on our website, including text, images, product photography, designs and trademarks, is the property of The Grand Collection B.V. or its licensors.

14.2 Use, reproduction or distribution of any content without prior written permission is not permitted.

15. Privacy

15.1 Personal data is processed in accordance with our Privacy Policy, available on our website.

15.2 Our website is hosted on Shopify Inc., which processes data as part of providing the service. For more information, see Shopify's privacy policy at shopify.com/legal/privacy.

16. Governing Law and Disputes

16.1 These Terms and all agreements are governed by Dutch law.

16.2 Disputes will be submitted to the competent court in Amsterdam, the Netherlands, unless mandatory consumer protection law in the customer's country of residence provides otherwise.

16.3 The European Commission provides an online dispute resolution platform, accessible at ec.europa.eu/consumers/odr, which consumers may use to resolve disputes out of court.

17. Changes to These Terms

17.1 We reserve the right to update these Terms from time to time. Changes will be published on our website.

17.2 The version applicable to an order is the version in effect at the time the order was placed.

18. Contact Information

The Grand Collection B.V.
Aalsmeerderweg 47-K
1432 CG Aalsmeer
The Netherlands

Email: info@thegrandcollection.eu
Chamber of Commerce: 90435664
VAT: NL188140979B02