Terms and Conditions

Article 1 — Definitions

  • Entrepreneur: Vitanoord B.V., trading under the name Rootwell, established in Amsterdam.

  • Consumer: the natural person who is not acting in the exercise of their profession or business and enters into a distance contract with the entrepreneur.

  • Distance contract: a contract concluded via the webshop rootwell.nl.

  • Right of withdrawal: the opportunity for the consumer to waive the distance contract within the cooling-off period.

  • Cooling-off period: the period of 14 days within which the consumer can exercise the right of withdrawal.

  • Subscription: an agreement for the periodic delivery of products at the subscription rate, including the 25% subscription discount.

Article 2 — Identity of the entrepreneur

Vitanoord B.V. · Rootwell · Keizersgracht 520H, 1017EK, Amsterdam · klantenservice@rootwell.nl · Chamber of Commerce number: 42017399 · VAT identification number: NL869309638B01

Article 3 — Applicability

  1. These general terms and conditions apply to every offer from Rootwell and to every distance contract concluded between Rootwell and the consumer.

  2. Before the distance contract is concluded, the text of these general terms and conditions is made available to the consumer so that it can be stored in a simple manner.

  3. If one or more provisions in these general terms and conditions are at any time wholly or partially void, the contract and these terms and conditions shall otherwise remain in effect.

Article 4 — The offer

  1. The offer contains a complete and accurate description of the products offered, including composition, content, and usage instructions, so that the consumer can make a proper assessment.

  2. Obvious mistakes or errors in the offer are not binding on Rootwell.

  3. Every offer contains information such that it is clear to the consumer what the rights and obligations are that are attached to the acceptance of the offer, including the stated price including 9% VAT.

Article 5 — The contract

  1. The contract is concluded at the moment the consumer accepts the offer and complies with the terms and conditions set therein.

  2. Rootwell confirms the receipt of the acceptance of the offer immediately by electronic means.

  3. Rootwell takes appropriate technical and organizational measures to secure the electronic transmission of data.

Article 6 — Right of withdrawal

6.1 For products. The consumer can rescind a contract regarding the purchase of a product during a cooling-off period of 14 days without giving reasons. The cooling-off period commences on the day after the product is received. During the cooling-off period, the consumer shall handle the product and the packaging with care and shall only unpack or use the product to the extent necessary to determine the nature, characteristics, and functioning of the product.

6.2 Exception: sealed products for reasons of health protection. In accordance with Article 6:230p sub e of the Dutch Civil Code / Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to sealed products that are not suitable for return for reasons of health protection or hygiene, when their seal has been broken after delivery. This applies to all Rootwell products, including sachets and bottles with a broken seal.

  • Unopened and sealed: the full 14-day right of withdrawal applies; full refund.

  • Seal broken: Rootwell reserves the right to refuse the withdrawal.

This exception is clearly and legibly made known to the consumer before the conclusion of the contract, both on the product page and during the ordering process.

6.3 Exercise. The consumer notifies the withdrawal within the cooling-off period via the model form (Annex 1) or in another unambiguous manner, by email to klantenservice@rootwell.nl, and returns the product within 14 days of the notification, in its original state and packaging.

6.4 Costs. The costs of returning are for the account of the consumer, unless stated otherwise. In the event of a valid withdrawal, all payments, including standard delivery costs, will be refunded within 14 days using the same payment method.

Article 7 — Price

  1. All prices listed on the webshop are in euros and include 9% VAT.

  2. Prices are subject to typing and programming errors.

  3. Price increases after the conclusion of the contract are not permitted, except for statutory exceptions.

Article 8 — Conformity and warranty

  1. Rootwell guarantees that the products comply with the contract and the applicable statutory requirements.

  2. Each batch is subjected to third-party laboratory testing (microbial, heavy metals, assay) before it is released for sale.

  3. Rootwell products are dietary supplements and are not a substitute for a varied and balanced diet. In case of doubt, pregnancy, medication use, or underlying conditions, consult a doctor before use.

Article 9 — Delivery and performance

  1. The place of delivery is the address that the consumer has made known to Rootwell.

  2. Expected delivery time: 2–4 working days within the Netherlands.

  3. Fulfillment and shipping are carried out by Monta as Rootwell's logistics partner.

  4. The risk of damage and/or loss of products rests with Rootwell until the moment of delivery.

Article 10 — Payment

  1. Payment methods: iDEAL, credit card, Apple Pay.

  2. The consumer must report inaccuracies in provided payment details to Rootwell without delay.

Article 11 — Subscriptions

  1. Rootwell offers a subscription with periodic delivery at a 25% discount on the regular price.

  2. The subscription has no minimum duration and is ongoing until it is terminated by the consumer.

  3. Cancellation is possible via klantenservice@rootwell.nl, with a notice period of 5 working days before the next shipment date. Cancellation is free of charge, in accordance with the 'Wet Van Dam'.

  4. In case of cancellation after processing/shipping, that shipment will still be carried out and charged.

  5. Price changes will be announced at least 30 days in advance; the consumer may then cancel free of charge.

Article 12 — Complaints procedure

Complaints via klantenservice@rootwell.nl, answered within 14 days. Disputes can be submitted to the European ODR platform (ec.europa.eu/consumers/odr).

Article 13 — Retention of title

All products delivered by Rootwell remain the property of Rootwell until the consumer has fulfilled all obligations in full.

Article 14 — Force majeure

Rootwell is not obliged to fulfill its obligations if hindered by force majeure, including disruptions at suppliers, transport problems, and government measures.

Article 15 — Liability

The liability of Rootwell is limited to what is legally required as a minimum and covered under Rootwell's general liability insurance (AVB, via MS Amlin). This limitation does not apply to damage caused by intent or willful recklessness, and does not affect mandatory product liability.

Article 16 — Applicable law and competent court

Only Dutch law applies. Disputes will be submitted to the competent court in the district where Rootwell is established, unless mandatory consumer law dictates otherwise.

Article 17 — Amendment of the terms and conditions

These general terms and conditions may be amended; amendments will be announced on the webshop and apply to contracts after the amendment date.

Annex 1 — Model withdrawal form

(only complete and return this form if you wish to withdraw from the contract)

To: Vitanoord B.V. / Rootwell, c/o Monta — Headquarters & Fulfilment Bleskensgraaf, Vaarsloot 1, 2971 VV Bleskensgraaf, The Netherlands, klantenservice@rootwell.nl

I/We hereby inform you that I/we withdraw from our contract regarding the sale of the following products:

  • Product(s): __________________

  • Ordered on / received on: __________________

  • Name(s) of consumer(s): __________________

  • Address of consumer(s): __________________

  • Signature (only if submitted on paper): __________________

  • Date: __________________