Terms and conditions

Terms and conditions

IntiemComfort terms and conditions

These terms and conditions apply to the IntiemComfort online shop, operated by Kiljano. Please read these terms carefully before placing an order. By placing an order, the customer confirms that they have read and accepted these terms.

Article 1 – Definitions

In these terms and conditions, the following definitions apply:

• IntiemComfort: the Dutch international online shop operated by Kiljano;
• Kiljano: the legal seller and the customer’s contracting party;
• customer: any natural person or legal entity who visits the website, creates an account or places an order;
• consumer: a natural person acting for purposes outside their trade, business or profession;
• business customer: a natural person or legal entity acting in the course of a trade, business or profession;
• product: any item offered through IntiemComfort;
• agreement: the sales agreement concluded through the online shop between the customer and Kiljano;
• in writing: communication by email, WhatsApp, online contact form or another digital communication method offered by IntiemComfort;
• withdrawal: a consumer’s statutory right to cancel a distance contract within the applicable withdrawal period without giving a reason;
• hygiene seal: a seal, film, strip, sticker, packaging or other feature indicating that a product has not been opened or used.

Article 2 – Business identity

Registered trading name: Kiljano Dominik Kiljanski
Business name in these terms: Kiljano
Online shop name: IntiemComfort
Address: Geurdeland 17G, 6673 DR Andelst, Netherlands
Chamber of Commerce: 94019525
VAT identification number: NL005060594B10
Email: info@intiemcomfort.nl
WhatsApp customer service: +31 6 82574808

IntiemComfort is the name of the online shop. All agreements concluded through IntiemComfort are entered into with Kiljano.

WhatsApp customer service is available in writing daily from 09:00 to 24:00, except on official public holidays. Telephone calls and WhatsApp voice calls are not handled. Written communication allows enquiries to be recorded correctly and several customers to be helped at the same time.

IntiemComfort aims to respond to messages generally within one hour. This is a target and not a guaranteed maximum response time. A response may take longer during busy periods, for complex enquiries, during technical faults or outside opening hours.

Article 3 – Applicability of the terms

These terms and conditions apply to every offer from IntiemComfort, every visit to the website and every agreement between Kiljano and the customer.

The terms are made available electronically before the order is completed. The customer can view, save and print them. During checkout, the customer must confirm that they accept the terms.

Deviations are valid only when expressly confirmed in writing by Kiljano.

If a specific written agreement conflicts with these terms, that specific written agreement takes precedence. Mandatory consumer protection rules always remain applicable.

If a provision proves wholly or partly invalid or unenforceable, the remaining provisions stay fully effective. Where possible, the invalid provision will be replaced by a valid provision that most closely reflects its purpose and intent.

Article 4 – Age limit and adulthood

IntiemComfort is exclusively for people aged 18 and over. By using the website and placing an order, the customer confirms that they are at least 18 and have the legal capacity to enter into the agreement.

If IntiemComfort has reasonable doubts about the customer’s age, the order may be suspended and additional age verification requested. IntiemComfort may refuse or cancel an order if the customer cannot sufficiently confirm that they are an adult.

Providing false information about the customer’s age is not permitted. A minor must not place an order using another person’s account or payment method.

Business customers who resell products or make them available are responsible for complying with applicable age limits, product information requirements, safety rules and other legal obligations.

Article 5 – Nature and intended use of the products

IntiemComfort offers products in the area of adult wellness, intimate care and personal lifestyle. The products are intended for responsible use by adults.

The customer is responsible for choosing a product suited to their personal preferences, circumstances and intended use.

The products are not medical devices and are not intended to diagnose, treat, cure or prevent disease, unless this is expressly and lawfully stated for the particular product.

Website product information is general information and does not replace personal medical advice. In cases of health problems, pregnancy, recovery after a medical procedure, an implant, pacemaker, allergy or another medical uncertainty, the user must seek advice from a qualified doctor or healthcare professional before use.

Article 6 – Offers and product information

IntiemComfort prepares its range with care. As far as reasonably possible, offers include information about the product’s main characteristics, price, availability and applicable delivery conditions.

Images, colours, proportions and packaging are intended to represent products as accurately as possible. Actual colour display may depend on the screen used. A manufacturer may change packaging, colour, printing, an accessory or a minor product detail without prior notice.

Such a change does not constitute a failure to perform when the product’s identity, function and essential characteristics match what could reasonably be expected.

IntiemComfort may correct obvious writing, translation, technical, stock and pricing errors. An obvious error, such as a product offered at a clearly unrealistic price due to a technical fault, does not bind Kiljano.

If an essential characteristic of the delivered product differs from the agreement, the consumer retains their statutory rights.

Article 7 – Formation of the agreement

The customer places an order by selecting products, entering the requested details, checking the order, accepting the terms and completing payment or payment authorisation.

After successful payment or payment authorisation, the order is automatically registered in IntiemComfort’s system. The customer receives an electronic order confirmation.

IntiemComfort reserves the right to refuse or cancel a registered order when:

• a product proves unavailable or insufficient stock is available;
• there is an obvious pricing, stock, description or system error;
• payment is not approved, is reversed or cannot be verified;
• the supplied name, address, contact or billing details are incorrect, incomplete or unverifiable;
• there is reasonable doubt that the customer is an adult;
• fraud, misuse, identity misuse, an unauthorised payment transaction or another security risk is suspected;
• fulfilment would breach legislation, sanctions rules, safety requirements or restrictions imposed by a carrier or payment provider;
• the order cannot reasonably be fulfilled due to force majeure.

If IntiemComfort cancels a paid order, the amount actually received will be refunded without unnecessary delay through the same payment method, unless another legally permitted method is agreed in writing.

To the extent permitted by law, such cancellation does not create a right to compensation for indirect loss, lost benefits, replacement purchases, lost time or other consequential loss.

Article 8 – Ordering with an account or as a guest

An order may be placed through a customer account or as a guest, where this option is available during checkout.

The customer is responsible for the accuracy of their details and for keeping login details secure. Allowing others to use an account, bypassing security measures or using multiple accounts to evade limits, promotional terms or security checks is not permitted.

Suspected unauthorised use of an account must be reported to IntiemComfort in writing immediately.

IntiemComfort may temporarily restrict or block an account when necessary for security, fraud prevention, investigation of misuse or protection of the online shop and its customers.

Article 9 – Prices, VAT and invoices

Selling prices shown to consumers include applicable VAT unless expressly stated otherwise. Any delivery charges and other additional costs are displayed before the order is finally placed.

The final price appears in the order summary that the customer can check before payment.

IntiemComfort may change prices and offers at any time. A price change does not affect an order already correctly registered and paid for, except in the case of an obvious error.

An invoice is generated automatically for every order. The customer is responsible for entering the correct name, address, business, VAT and other billing details before payment.

An invoice can only be amended afterwards where legally and administratively possible. IntiemComfort is not responsible for consequences of incorrect details entered by the customer.

Article 10 – Discounts, promotions and free products

Discounts, promotions, quantity benefits and free products apply only during the stated promotional period and under the accompanying conditions.

Discount codes cannot be combined unless IntiemComfort expressly states otherwise.

If there is an obvious error in a discount code, promotion or automatic price calculation, IntiemComfort may correct or cancel the order. The customer will be informed and, if cancelled, refunded the amount paid.

Following a partial return, an earlier discount may be recalculated if the remaining order no longer meets the original promotional conditions, provided this was clearly stated beforehand and is legally permitted.

A free product included in a promotion must also be returned unused and complete when the related purchase is withdrawn from. If it is not returned, its previously stated selling value may be deducted from the refund, to the extent permitted by law.

If a partial return means that a clearly stated minimum for a discount or free delivery is no longer met, the calculation may be adjusted under the applicable promotional conditions, only to the extent permitted by law.

Article 11 – Payment methods

Payment methods available at checkout may include iDEAL, Bancontact, PayPal, credit and debit cards, Apple Pay, Google Pay, Klarna, in3, Billie, BLIK, Przelewy24, KBC/CBC Payment Button, Belfius Direct Net, EPS, Pay by Bank, Satispay and Multibanco.

Not every payment method is available to every customer. Availability may depend on the country, currency, order value, device used, customer details and the payment provider’s assessment.

Payment methods offered by external providers may be subject to that provider’s additional terms. The provider may refuse payment, request additional information or perform a creditworthiness or security check.

IntiemComfort is not obliged to offer a specific payment method and is not responsible for a refusal made solely by an external payment provider.

The customer remains responsible for timely payment in full. If payment is reversed or proves invalid, IntiemComfort may suspend or cancel fulfilment of the order.

Article 12 – Security checks and verification

IntiemComfort may temporarily hold an order to check identity, age, address, contact details or payment.

The customer may be asked for additional information where reasonably necessary for fraud prevention, legal compliance or safe performance of the agreement.

If the customer does not cooperate with necessary verification within a reasonable period, IntiemComfort may cancel the order.

In a payment dispute or chargeback, Kiljano may provide the invoice, order details, correspondence, shipping information, tracking details, proof of delivery and other relevant information to the payment provider or competent party, where necessary and permitted by privacy legislation.

IntiemComfort does not charge an automatic penalty solely because of a chargeback. Kiljano retains the right to recover demonstrable, lawfully owed costs or damages.

Article 13 – Cancellation before dispatch

A customer may request cancellation in writing. Whether administrative cancellation is possible depends on the current order status.

• With the status Payment received the order can generally still be cancelled.
• With the status Preparation in progress warehouse processing has started and stopping the order can no longer be guaranteed.
• With the status Shipped administrative cancellation is no longer possible.
• With the status Delivered the customer may, where applicable, exercise the right of withdrawal or submit a complaint.

A status may be updated automatically based on warehouse or carrier information. A delay in the visible status change does not automatically mean that warehouse processing can still be stopped.

Restrictions on administrative cancellation do not affect a consumer’s statutory right of withdrawal. If a consumer withdraws after warehouse processing has begun, dispatch may no longer be preventable and the applicable return procedure must be followed.

Article 14 – Fulfilment and splitting orders

Products are fulfilled from an available warehouse able to process the particular product.

An order may be split across several parcels or warehouses. The customer may therefore receive several dispatch confirmations, tracking numbers and deliveries.

If IntiemComfort chooses to split an order, the customer will not be charged additional delivery costs.

In exceptional circumstances, IntiemComfort may change a carrier or delivery method, for example if the selected service is unavailable, a collection point is closed or full, no suitable point is available or the original carrier cannot handle the shipment.

A replacement standard delivery method does not create extra costs for the customer, unless the customer expressly chooses a more expensive additional service.

Article 15 – Delivery methods and DPD ServicePoint

Available carriers and delivery methods are displayed at checkout and may vary by country, address, product, weight and order value.

For delivery to a DPD ServicePoint, IntiemComfort selects the most suitable available collection point as close as possible to the supplied delivery address. Distance, accessibility, opening hours and current availability may be considered.

IntiemComfort does not guarantee that the chosen ServicePoint is geographically the absolute closest. A carrier may change a selected point for operational reasons.

IntiemComfort’s standard instruction is discreet delivery without delivery to neighbours, where the selected carrier supports this instruction.

If the customer uses a direct carrier link to choose delivery to neighbours, a safe place, another ServicePoint or another personal instruction, fulfilment takes place at the customer’s expense and risk to the extent permitted by law.

IntiemComfort is not liable for loss or damage arising directly from a different delivery instruction chosen by the customer, to the extent this liability may lawfully be limited.

Article 16 – Responsibility for address and contact details

The customer must provide a complete and correct name, delivery address, postcode, town or city, country, email address and telephone number.

The customer must check the order summary before payment. An incomplete house number, missing suffix, wrong postcode, incorrect country or name, or another address problem may prevent delivery.

After dispatch, IntiemComfort can usually no longer change the delivery address. The carrier may directly offer the customer an opportunity by email or tracking portal to change certain delivery details or preferences.

This personal amendment option from the carrier is not always accessible to IntiemComfort. The customer is responsible for checking their inbox, junk mail and spam folder for carrier messages.

A change communicated directly to the carrier by the customer is the customer’s responsibility. IntiemComfort cannot guarantee that the carrier will implement a change correctly or in time.

Article 17 – Delivery times

Delivery times stated on the website are expected, indicative timeframes unless IntiemComfort has expressly confirmed a specific delivery date as guaranteed in writing.

An indicative delivery period starts once payment is confirmed, the order is administratively approved and all required details are complete.

Weekends, public holidays, security checks, address verification, exceptional demand, weather, strikes, transport problems and force majeure may delay delivery.

A limited overrun of an indicative delivery period does not automatically create a right to compensation.

If delivery is seriously delayed, the customer should contact IntiemComfort in writing and, where legally required, allow a reasonable additional period for performance.

Article 18 – Uncollected, refused or undeliverable shipments

The customer is responsible for accepting or collecting the shipment on time and following carrier instructions.

If a shipment cannot be delivered because of a customer error or omission and is returned, the refund may be reduced by:

• the actual initial shipping costs paid by IntiemComfort;
• the actual return transport costs charged;
• other demonstrable and reasonable costs directly resulting from the failed delivery.

This may also apply when the initial shipment was offered to the customer as free delivery. Free delivery does not mean IntiemComfort paid no shipping costs to the carrier.

A deduction is applied only where the failed delivery is attributable to the customer and to the extent permitted by law.

No costs are deducted if the failed delivery was demonstrably caused by IntiemComfort or the carrier rather than the customer.

A returned order is not automatically sent again. After processing, the customer receives the applicable refund. They can then place a new order with correct details.

Article 19 – Damage during transport

The customer is asked to inspect visibly damaged packaging on receipt and, where possible, report the damage to the carrier.

Transport damage should preferably be reported to IntiemComfort in writing within 48 hours of receipt. The customer should provide clear photographs of:

• the outer packaging;
• the shipping label;
• the inner packaging;
• the damaged product;
• any damaged accessories.

The 48-hour period is intended to allow a carrier investigation and claim. Expiry of this period does not automatically remove a consumer’s statutory rights.

The customer must keep the packaging and product until IntiemComfort confirms they are no longer needed for the investigation.

Article 20 – Tracking shows delivered, but the shipment has not been received

If tracking information shows a shipment as delivered but the customer states that they have not received it, they must report this in writing as soon as possible.

IntiemComfort will then open an investigation with the carrier. The customer must cooperate reasonably and may be asked to:

• reconfirm the delivery address;
• check with household members, reception or the selected collection point;
• complete and sign a declaration of non-receipt;
• provide additional information for the transport investigation.

A refund, replacement delivery or other final solution will be determined once sufficient information is available and the carrier’s investigation is complete or can no longer reasonably be awaited.

IntiemComfort handles such investigations within a reasonable period and keeps the customer informed of material developments.

Article 21 – Statutory right of withdrawal for consumers

A consumer generally has the right to withdraw from a distance contract within 14 days without giving a reason.

The cooling-off period begins on the day after the consumer, or a third party designated by the consumer other than the carrier, receives the product.

If several products from one order are delivered separately, the withdrawal period generally starts on the day after the last product is received, to the extent required by law.

The consumer can clearly notify withdrawal in writing within the withdrawal period through:

• the online shop’s withdrawal function;
• info@intiemcomfort.nl;
• WhatsApp customer service.

The notification should preferably include the order number, name, email address and the products concerned.

Exercising the statutory right of withdrawal does not depend on discretionary approval by IntiemComfort. Prior contact is nevertheless necessary for correct identification and to provide the applicable return instructions.

After notifying withdrawal, the consumer must dispatch the product no later than the end of the statutory return period.

The statutory right of withdrawal does not apply to business purchases.

Article 22 – Exceptions for hygiene and health

The right of withdrawal is excluded for a product that:

• is unsuitable for return for health protection or hygiene reasons;
• was delivered to the customer sealed;
• has had its seal broken after delivery.

This may apply, among other things, to intimate or personal-use products, care products, accessories and lingerie supplied with a hygiene seal or protective strip.

The customer must not break such a seal if they wish to retain the option to withdraw.

If a hygiene product has been opened, used, worn, tested, been in contact with the body or otherwise can no longer be resold safely and hygienically, it cannot be accepted as an ordinary withdrawal where the statutory hygiene exception applies.

Lingerie can only be returned unused, unworn, clean and complete, with all labels, hygiene strips and seals fully intact. It may only be tried on hygienically over the customer’s own clothing.

Opening ordinary outer packaging alone does not automatically remove the right of withdrawal where no statutory hygiene exception applies. However, the consumer may be liable for diminished value if the product has been handled beyond what was necessary to establish its nature, characteristics and functioning.

Excluding the ordinary right of withdrawal does not restrict the right to report a genuinely defective, unsafe or incorrectly delivered product.

Article 23 – Return procedure

A return must be registered in writing before dispatch, stating the order number, customer’s name and relevant product.

After registration, the customer receives the applicable return instructions and correct address. Depending on the product and processing, IntiemComfort may suggest a suitable warehouse address.

IntiemComfort does not provide a free return label as standard. The customer organises and pays for the return unless the law or a prior written agreement requires Kiljano to bear these costs.

After receiving your notification, our customer service team provides the correct return address and individual shipping instructions manually by email only.

This address is exclusively for registered returns by post or parcel service. It is not a shop, showroom, customer counter or personal drop-off location. Visits, collection and returns in person are not possible.

An address on the original shipping box or label is not automatically the correct return address. A product must not be sent to an arbitrary warehouse or unconfirmed address without checking the return instructions.

A return received without prior notification or order details will not be refused solely for that reason, but processing may be significantly delayed if the sender or order cannot be identified.

The customer must package the product properly and is strongly advised to use a tracked shipping method and keep proof of dispatch.

Article 24 – Costs and risk of an ordinary return

The consumer bears the direct costs of an ordinary return following withdrawal unless IntiemComfort has expressly confirmed otherwise in writing.

If IntiemComfort delivered the wrong product or the product has an acknowledged defect, reasonable return costs are handled under the warranty and complaints provisions.

The consumer is responsible for proper packaging and for being able to demonstrate that the product was returned on time.

Damage during return transport caused by inadequate packaging may reduce the refund, to the extent permitted by law.

Article 25 – Refund following withdrawal

For a valid withdrawal from the entire order, Kiljano refunds the product price received and the cost of the cheapest standard delivery offered, in accordance with statutory rules.

An additional charge for a more expensive express or premium delivery method chosen by the consumer is not refunded insofar as it exceeds the cheapest standard delivery offered.

For a partial withdrawal, the original delivery costs are generally not refunded when the other products remain with the customer, unless the law provides otherwise.

The refund is made using the same payment method as the original transaction unless another legally permitted method has been agreed in writing.

Kiljano may withhold the refund until the product is received or the consumer supplies sufficient evidence of timely return, whichever occurs first.

After receipt and inspection, IntiemComfort aims to process an approved refund within five working days. The statutory maximum refund period remains applicable.

If a product has been used or handled beyond what was needed to establish its nature, characteristics and functioning, a reasonable deduction for diminished value may be made.

Ordinary withdrawal may be refused for a product covered by the statutory hygiene exception whose seal has been broken.

Article 26 – No direct exchanges

IntiemComfort does not process direct product exchanges.

If a product is validly returned, the customer receives the applicable refund after processing. They can then place a new order themselves.

A replacement product under an acknowledged statutory warranty is not an ordinary exchange and is handled under the warranty rules.

Article 27 – Business purchases

IntiemComfort sells to both consumers and business customers.

A customer using business details, a business name or VAT number and making the purchase wholly or mainly for business purposes is treated as a business customer where this follows from the circumstances.

The statutory consumer right to a 14-day withdrawal period does not apply to business purchases. A business order can only be cancelled or returned with Kiljano’s prior written agreement.

The business customer must inspect the order after receipt without unnecessary delay and report visible shortages, wrong products or transport damage in writing as soon as possible.

The business customer is responsible for correct business, VAT and billing details. A later requested amendment is made only where legally and administratively possible.

If a business customer resells products, they are responsible for complying with applicable product safety, consumer, information, age, hygiene and tax rules.

Article 28 – Statutory conformity and warranty

A product delivered to a consumer must conform to the agreement and have the characteristics the consumer may reasonably expect.

In the Netherlands, the statutory warranty does not automatically have a fixed standard duration of only two years. Reasonable expectations depend on factors including the product’s nature, price, quality, intensity of use and information.

The consumer’s statutory rights exist alongside any additional manufacturer’s or seller’s warranty. A manufacturer’s warranty does not replace Kiljano’s responsibility as the seller.

If a product does not conform to the agreement, an appropriate statutory remedy will be offered. Depending on the circumstances, this may involve repair, replacement, a price reduction or cancellation and refund.

The choice of remedy takes account of the consumer’s statutory preference, the nature of the defect, costs, feasibility and proportionality.

Article 29 – Situations that do not constitute a product defect

A product defect does not automatically include:

• normal wear from use;
• gradual loss of battery capacity through normal use and ageing;
• damage from dropping, impacts, crushing, pulling or other mechanical stress;
• damage from incorrect or excessive use;
• damage from use contrary to instructions or warnings;
• damage from an unsuitable charger, cable, battery, adapter or accessory;
• damage from incorrect cleaning, disinfection, storage or charging;
• moisture or water damage to a product unsuitable for submersion;
• damage from a repair, disassembly or modification carried out by the customer;
• damage from contact with an unsuitable substance, oil, cleaner or another product;
• loss of loose parts or accessories after delivery.

IntiemComfort may reject a complaint with reasons if a reasonable assessment shows that the problem was caused by one of these circumstances.

Article 30 – Complaints procedure

A complaint should be submitted in writing to info@intiemcomfort.nl or WhatsApp customer service.

The customer must always state:

• the order number;
• your full name;
• a clear description of the problem;
• when and how the problem arose;
• clear photographs or a video where reasonably possible.

IntiemComfort may request additional information, including photographs, video, batch number, serial number, charging details or a simple, safe test carried out according to instructions.

The customer must keep the product, packaging, accessories, instructions, labels and serial numbers until the complaint is fully resolved. The product must not be discarded, destroyed or further dismantled without written permission.

The customer must stop using the product immediately if further use could worsen the defect or create a safety risk.

IntiemComfort aims to give a substantive response to a complete complaint within 14 days. If technical investigation or information from an external party is needed, the customer will be informed of the further handling period.

Article 31 – Return costs for an accepted complaint

A product is returned for investigation only after IntiemComfort has provided written return instructions and the correct address.

IntiemComfort does not provide a return label in advance as standard. After written confirmation, the customer returns the product using the cheapest reasonable tracked shipping method.

If the complaint is accepted and the return was necessary, Kiljano reimburses reasonable shipping costs upon valid proof of payment.

If investigation finds no product defect and the damage was caused by the customer, investigation and return costs may only be charged if this was clearly communicated beforehand and is legally permitted.

Article 32 – Responsible use

Before first use, the user must read and follow all instructions, safety information and warnings supplied with the product.

A product must only be used for its stated purpose. The user is responsible for responsible, careful and hygienic use.

The product must not be used if it:

• is damaged, cracked, deformed or incomplete;
• becomes unusually hot or gives off an unusual smell;
• has a damaged cable, connector, battery or casing;
• does not function correctly;
• cannot be cleaned adequately;
• is unsuitable for the user according to a warning.

Use must stop immediately if there is pain, irritation, bleeding, numbness, an allergic reaction, overheating or other unexpected discomfort.

A product must not be opened, technically modified or repaired independently. Only suitable, compatible chargers, cables, batteries, cleaners, care products and accessories may be used.

Article 33 – Water resistance, cleaning and storage

A designation such as splash-resistant, water-resistant or waterproof applies only according to the particular product’s specifications and instructions.

A product described as water-resistant or splash-resistant is not automatically suitable for full submersion.

Electrical connections and charging ports must be completely dry before charging.

The user is responsible for correct cleaning, disinfection, drying, storage and care according to the instructions. Keep the product out of reach of minors in a safe, dry place.

Article 34 – No medical advice

IntiemComfort does not provide medical, therapeutic or diagnostic advice.

Information in product descriptions, blog posts, customer service messages and other parts of the website is general information and must not be treated as a substitute for professional medical advice.

A user with medical symptoms, pregnancy, an implant, pacemaker, recent injury, recovery after surgery or another medical uncertainty must seek advice from a qualified healthcare professional before use.

Article 35 – Liability for incorrect use

The user is responsible for how a product is used.

To the extent permitted by law, Kiljano and IntiemComfort are not liable for damage directly caused by:

• use contrary to instructions, warnings or the stated purpose;
• careless, excessive, forced or unsafe use;
• use of a damaged, worn or incomplete product;
• an unauthorised modification, repair or technical alteration;
• incorrect cleaning, disinfection, storage or charging;
• use of unsuitable accessories, chargers, batteries, substances or care products;
• ignoring pain, irritation, overheating or other warning signs;
• unhygienic sharing or reuse of a product;
• use by a minor;
• use in a medical situation without appropriate professional advice.

This limitation applies only insofar as the damage actually results from the user’s actions or omissions.

Nothing in these terms limits statutory rights concerning a defective or unsafe product, product liability, statutory conformity or any liability that cannot be excluded under mandatory law.

Article 36 – General liability

To the extent permitted by law, Kiljano is liable only for direct damage sufficiently caused by a failure attributable to Kiljano.

To the extent permitted by law, Kiljano is not liable for indirect or consequential loss, lost profits, data loss, reputational damage, business interruption or lost business opportunities.

The liability limitations do not apply where damage results from intent or deliberate recklessness by Kiljano’s management, or where mandatory law does not permit limitation.

For business customers, Kiljano’s total liability is limited, to the extent permitted by law, to the net invoice amount for the part of the order to which the liability relates.

Article 37 – Force majeure

Kiljano is not liable for delay or failure caused by a circumstance beyond its reasonable control.

Force majeure may include:

• war, terrorism, civil unrest, sanctions or government measures;
• epidemics, natural disasters, fire, flooding or extreme weather;
• strikes, blockades and serious transport disruption;
• failure of electricity, internet, telecommunications or computer systems;
• cyberattacks or serious security incidents;
• disruption at warehouses, carriers or payment providers;
• unexpected supplier unavailability;
• a sudden product recall or statutory restriction;
• serious disruption to the international supply chain.

Obligations may be suspended during force majeure. IntiemComfort may offer a reasonable alternative or cancel the part of an order that cannot be fulfilled.

If a paid part definitively cannot be fulfilled, the corresponding amount will be refunded.

Article 38 – Website availability

IntiemComfort aims to provide a secure, properly functioning website, but does not guarantee uninterrupted, completely error-free availability on every device.

Access may be temporarily restricted for maintenance, security, updates, faults or other technical reasons.

IntiemComfort is not responsible for problems caused solely by the customer’s device, internet connection, browser, software or security settings.

A technical error does not create a right to delivery at an obviously incorrect price or under conditions the customer should reasonably have understood could not be correct.

Article 39 – External services and links

The website may include links or connections to carriers, payment providers, manufacturers and other external parties.

IntiemComfort does not continuously monitor the availability, content or technical operation of external websites and systems.

Use of an external payment service, tracking portal or delivery amendment may be subject to that external party’s additional terms.

Using an external service does not release Kiljano from obligations that legally remain with the seller.

Article 40 – Intellectual property

All texts, product descriptions, photographs, images, graphic elements, logos, databases, selections, layouts and other website content developed by or for IntiemComfort are protected by applicable intellectual property rights.

Without Kiljano’s prior written permission, it is not permitted to:

• copy, reproduce or republish website content;
• use content commercially or include it in a competing catalogue;
• automatically or extensively read, scrape or download the website;
• systematically export product data or reconstruct a database;
• remove logos, trading names or copyright notices;
• use content to train commercial artificial intelligence systems without permission;
• imitate IntiemComfort’s design, structure or texts in a way that causes confusion.

A limited copy for personal, non-commercial use is permitted only to the extent allowed by law.

Article 41 – Reviews and customer content

Customers remain responsible for the content of any reviews or other material they post.

Content must not:

• be unlawful, threatening, discriminatory or insulting;
• contain third parties’ personal data;
• contain advertising or links to competing businesses;
• lack a reasonable connection to the product or service;
• be demonstrably false, misleading or automatically generated;
• infringe others’ rights.

IntiemComfort may refuse such content, edit it to remove personal data or remove it where there is a valid reason.

A negative review is not removed solely because it is negative. IntiemComfort may check whether a review comes from a genuine customer or relates to an actual experience.

Article 42 – Misuse and security

It is prohibited to:

• bypass security measures;
• gain unauthorised access to accounts, systems or data;
• distribute malicious software or code;
• overload the website automatically or deliberately;
• place false orders;
• test stolen or unauthorised payment details;
• use multiple accounts to circumvent promotions or restrictions.

Where misuse is reasonably suspected, IntiemComfort may block an account, IP address, order or payment attempt, preserve relevant data and report the matter to the payment provider or competent authorities.

Article 43 – Personal data

Kiljano processes personal data according to IntiemComfort’s privacy policy and applicable privacy legislation.

To fulfil an order, necessary data may be shared with warehouses, carriers, payment providers, IT providers and other parties involved in fulfilment.

For a complaint, missing shipment, payment dispute, fraud investigation or legal obligation, relevant data may be used and shared where necessary, proportionate and legally permitted.

Further information is available in IntiemComfort’s privacy policy.

Article 44 – Complaints about the service

A complaint about customer service, an order or performance of the agreement should be submitted in writing to info@intiemcomfort.nl.

The customer should state the order number and provide enough information to investigate the complaint.

The parties will first try to resolve a dispute by mutual discussion and written communication.

Kiljano and IntiemComfort are not affiliated with a specific trade association, quality-mark organisation or out-of-court dispute resolution body.

Article 45 – Applicable law and competent court

Dutch law governs these terms and all agreements with Kiljano.

A consumer living in another country retains the protection of mandatory consumer rules that cannot be excluded by a choice of law under applicable international law.

A consumer may bring a dispute before the court competent under the applicable statutory jurisdiction rules.

Disputes with business customers will, to the extent permitted by law, be submitted to the competent court in the district where Kiljano is established.

Article 46 – Changes to the terms and conditions

Kiljano may amend these terms where necessary due to changes in legislation, business operations, payment methods, delivery services, technical systems or the product range.

An amendment generally applies to future orders from the publication date of the revised terms.

An existing order remains subject to the terms that applied when it was placed, unless a legislative change must apply immediately or the amendment benefits the customer.

Article 47 – Language and interpretation

The Dutch version of these terms is the original version.

If IntiemComfort provides a translation and a difference in meaning arises, the Dutch text prevails to the extent permitted by law.

A provision is interpreted in the context of the terms as a whole and with regard to applicable mandatory law.

Article 48 – Final provision

These terms, together with the order, product information, privacy policy, cookie policy, returns policy and shipping and delivery information, form the applicable framework for purchases through IntiemComfort.

For questions about these terms, please contact us in writing at info@intiemcomfort.nl. Always include the order number when asking about a specific order.

Last updated: 21 July 2026

Payment

Payment methods

At IntiemComfort, you pay through professional, secure payment service providers. Depending on your country, device, order and the payment provider's assessment, you can choose from various instant, bank, mobile, deferred and instalment payment methods.

The payment methods available for your order are displayed automatically at checkout. Before final confirmation, you can clearly see product prices, any discounts, shipping costs, the applicable VAT amount and the total amount payable.

Most of our payment methods are processed technically through Mollie. Payments through PayPal are processed through a separate PayPal integration. Other providers, such as Klarna, in3, Billie, banks, card companies and mobile payment services, may be independently responsible for authorisation, security, risk assessment and processing within their own parts of the service.

1. Available payment methods

Depending on the delivery country, currency, device used, order value and technical availability, the following payment methods may be offered, among others:

This list may be extended or changed if a payment service provider adds, removes or temporarily disables a payment method, or makes it unavailable for a particular country.

The options actually available at checkout determine what is available for that order.

2. Processing by external payment service providers

IntiemComfort does not receive and process payments entirely independently. We use specialist external payment service providers.

These parties handle matters including:

• secure technical connections with banks and card companies;
• payment authorisation;
• confirmation that payment has completed successfully;
• fraud and risk checks;
• any additional authentication;
• refund processing;
• handling technical payment errors;
• processing payment disputes and chargebacks.

The payment service provider may independently approve, reject or temporarily hold a payment, or request additional verification.

IntiemComfort does not always have access to the full reason why an external provider rejects a payment or payment method.

3. Mollie

Many payment methods are processed through Mollie.

When a customer starts a payment through Mollie, they are redirected or connected to the secure payment environment of Mollie, the selected bank, card company or underlying payment provider.

Mollie may be involved in:

• iDEAL;
• Bancontact;
• credit and debit cards;
• Apple Pay;
• Google Pay;
• Klarna;
• in3;
• Billie;
• BLIK;
• Przelewy24;
• KBC/CBC Payment Button;
• Belfius Direct Net;
• EPS;
• Pay by Bank;
• Satispay;
• Multibanco;
• other available methods offered through Mollie.

Not every payment method listed is necessarily available for every order.

4. PayPal

PayPal is offered through a separate integration.

When a customer chooses PayPal, payment continues within PayPal's secure environment. Depending on their PayPal account, the customer may pay using a PayPal balance, linked bank account, debit card, credit card or another method supported by PayPal.

PayPal may carry out additional security checks, temporarily hold a payment or reject a payment attempt.

For access to a PayPal account, linked payment methods and PayPal-specific security questions, customers must contact PayPal directly.

5. Payment security

Payments are made through secure connections and the technical systems of the payment provider involved.

Depending on the payment method, additional verification may be required, for example:

• confirmation in a banking app;
• a security code;
• 3D Secure authentication;
• confirmation through a mobile device;
• signing in to the selected payment provider;
• checks of name, address or business details;
• a credit or fraud assessment.

These checks protect the customer, IntiemComfort and the financial parties involved against unauthorised payments and fraud.

IntiemComfort never asks customers by email or WhatsApp for a PIN, full card number, CVC code, bank password or personal login code.

6. When is an order paid?

An order is registered automatically once the payment provider confirms a successful payment or valid payment authorisation to IntiemComfort.

A message shown to the customer in a bank or payment environment does not always immediately match the final status in the shop. The payment provider must transmit the confirmation to IntiemComfort.

If this confirmation has not yet been received, the order may temporarily remain open, pending or unpaid.

The order is processed further only once payment or payment authorisation has been sufficiently confirmed.

7. Payment succeeded but no confirmation received

If the amount has been debited but the customer has not yet received confirmation from IntiemComfort, we recommend first:

• waiting a few minutes;
• checking the inbox and spam folder;
• checking that the correct email address was used;
• checking the order history in the customer account;
• checking whether the payment provider shows the payment as completed.

Contact IntiemComfort if no order or confirmation is visible after a reasonable processing time.

Preferably do not make a second payment until it has been checked whether the first transaction was registered correctly.

When contacting us, include:

• your full name;
• the email address used;
• the amount paid;
• the date and approximate time of payment;
• the payment method chosen;
• a transaction reference, if available.

Do not include full card details, PINs or bank login credentials.

8. Failed or cancelled payment

A payment may fail or be cancelled for reasons including:

• insufficient funds or available credit;
• an expired payment card;
• incorrect payment details;
• rejected authentication;
• a bank or card-company limit;
• a technical interruption;
• a security or fraud block;
• a payment session left open too long;
• a decision by the pay-later or instalment provider.

IntiemComfort cannot independently change an external payment refusal into an approval.

Customers can try paying again, choose another available payment method or contact their bank or payment provider.

9. Pay later and instalments

Methods such as Klarna, in3 and Billie are offered by external parties that independently assess whether a customer and order are accepted for the chosen payment option.

The assessment may depend on:

• the customer's identity;
• address and contact details;
• the order value;
• payment history;
• a credit or risk assessment;
• the customer's country;
• the payment provider's terms.

IntiemComfort cannot influence the result of this assessment or manually approve a rejected application.

If a payment method is declined, the customer can use another available method.

10. Payment obligations when paying later

When the customer chooses to pay later or in instalments, the payment obligation is managed under the terms of the provider involved.

Questions about:

• a payment deadline;
• a payment schedule;
• an outstanding balance;
• a reminder;
• interest or collection costs;
• a credit assessment;
• a blocked payment method;

should generally be addressed directly to Klarna, in3, Billie or the other payment provider involved.

IntiemComfort can confirm whether an order has been received, cancelled, returned or submitted to the provider for a refund.

11. Card payments

When paying with a credit or debit card, sensitive card information is processed directly by the payment provider, card company and bank involved.

IntiemComfort generally does not receive a fully readable card number, PIN or CVC code.

The card company may require additional verification or show a hold on the card account before the payment is finally processed.

A temporary hold is not always a final debit. The bank or card company determines when an uncompleted hold is released.

12. Apple Pay and Google Pay

Apple Pay and Google Pay are visible only where the device, browser, country and linked payment method are supported.

If a payment option is not visible, possible reasons include:

• an unsupported device
• an unsupported browser
• no eligible card in the wallet;
• settings of Apple, Google, the bank or payment provider;
• regional availability;
• a temporary technical restriction.

IntiemComfort cannot manually enable wallet availability for an individual device.

13. No cash payment or payment on delivery

IntiemComfort operates exclusively as an online shop.

We do not accept:

• cash payments;
• payment on delivery;
• payment at a showroom or collection point;
• payment in person at the business address;
• payments through an unconfirmed external link
• manual bank transfers outside checkout, unless IntiemComfort exceptionally confirms this in writing.

Pay only through the payment options offered during IntiemComfort's official checkout process.

14. Transparent prices and costs

Before the customer places the order definitively, IntiemComfort shows a summary of the applicable amounts.

Where applicable, the order summary includes:

• product prices;
• any discounts;
• the net amount;
• the applicable VAT amount;
• the gross amount;
• the selected shipping costs;
• any payment or service surcharges, where applicable;
• the final total.

The customer can check the summary before confirming payment.

No hidden costs are added after the customer has approved the final amount.

15. VAT

Displayed consumer prices include the applicable VAT unless expressly stated otherwise.

The VAT amount and other financial details are shown in the order summary and on the invoice according to the applicable tax and technical settings.

The VAT applied may depend on the delivery country, customer status, nature of the product and applicable tax rules.

16. Automatic invoice

An invoice is generated automatically for every order. Customers do not need to contact us separately or request an invoice afterwards.

The invoice is sent to the email address used for the order or made available through a download option in an order message.

If the customer uses an account, the invoice or associated order information may also be available there.

Check the junk email folder too if the invoice is not immediately visible.

17. Enter billing details correctly

Customers are responsible for entering all billing details correctly before payment.

Check, among other things:

• first and last name;
• company name;
• billing address;
• postcode and town or city;
• country;
• email address;
• VAT number, where applicable;
• other necessary business details.

For a business invoice, complete and correct business details must be entered during the ordering process.

After issue, an invoice can be amended only where permitted for tax, legal and administrative purposes. IntiemComfort is not responsible for consequences of details entered incorrectly or incompletely by the customer.

18. Paying as a consumer or business

Both consumers and business customers can place an order.

Business customers must enter the correct business and billing details at checkout. If a VAT number is requested, it must be provided fully and correctly.

Entering business details does not automatically mean that payment on account or payment without VAT is accepted. The available payment and tax treatment is determined by checkout, the payment provider and applicable law.

Billie or another business payment provider may independently carry out additional business checks.

19. Name on a bank statement or payment overview

The description shown on the customer's bank statement, card statement or payment account may differ by payment method and provider.

Depending on technical processing, it may show:

• Mollie;
• IntiemComfort;
• Kiljano;
• PayPal;
• the PayPal account reference info@kiljano.nl;
• the name or reference of a bank, card company or underlying payment provider;
• a combination of a provider name and transaction reference.

The exact description is determined technically by the chosen payment method, bank, Mollie, PayPal or another financial party involved.

A different, neutral payment description therefore does not automatically mean the payment is unrelated to IntiemComfort.

20. Refunds

Once IntiemComfort has approved a refund, it is generally submitted through the original payment method.

Examples:

• an iDEAL payment is refunded to the linked bank account;
• a card payment is refunded through the original card transaction;
• a PayPal payment is refunded through PayPal;
• a payment through Klarna, in3 or Billie is adjusted with the provider concerned;
• a wallet payment is processed through the payment route linked to the wallet.

A different refund method is used only where necessary, secure and administratively possible.

21. Refund processing time

After IntiemComfort confirms a refund in the order system, the instruction is passed to the payment provider involved.

The final processing time is then determined by factors including:

• the original payment method;
• Mollie, PayPal or the other payment provider;
• the customer's bank or card company;
• weekends and public holidays;
• the status of the original payment;
• any additional financial checks.

With some payment methods, a refund may be visible almost immediately. With others, it takes a few working days or, in exceptional cases, longer.

IntiemComfort can confirm when the refund was submitted to the payment provider, but cannot speed up the internal processing time of a bank, card company or external payment provider.

22. Refunds with Klarna, in3 and Billie

For pay-later or instalment payments, a refund is first communicated to the provider involved.

The provider may then:

• reduce an outstanding amount;
• adjust a subsequent instalment;
• cancel a payment obligation;
• refund an amount already paid;
• process a credit within its own account.

The exact handling depends on payment status and the provider's terms.

Customers should not ignore an outstanding instalment before the provider confirms that the payment obligation has been adjusted. If unsure, contact the payment provider concerned.

23. Refund not visible

If IntiemComfort has confirmed that a refund has been made but the amount is not yet visible, check:

• the original payment method;
• the bank, card or PayPal statement;
• the account with Klarna, in3 or Billie;
• whether the original payment was made through a different card or account;
• whether the payment provider states a processing timeframe.

Contact IntiemComfort if the provider's normal processing period has been substantially exceeded.

Quote the order number and original payment method. IntiemComfort can then check whether the refund was correctly submitted to the provider.

24. Payment disputes and chargebacks

If there is a problem with an order or payment, contact IntiemComfort in writing first. Many issues can be resolved more quickly by checking the order, tracking, return or payment status directly.

If a payment dispute or chargeback is opened, Kiljano may provide information necessary to assess the transaction, including:

• order details;
• billing details;
• payment status;
• shipping and tracking information;
• proof of delivery;
• return information;
• relevant written communications.

This information is shared only insofar as necessary and permitted under applicable privacy legislation.

Starting a payment dispute does not automatically change the factual status of an order that has been delivered, returned or is still under investigation.

25. Fraud prevention and additional checks

A payment provider may temporarily block a transaction or request additional verification if a payment differs from the normal risk profile.

This may happen, for example, with:

• different billing and delivery addresses;
• several failed payment attempts;
• a high order value;
• use of different cards or accounts;
• a payment that is unusual technically or geographically;
• suspected identity or card misuse;
• a previous payment dispute;
• incomplete or unverifiable customer details.

IntiemComfort may temporarily hold an order until the provider has sufficiently confirmed payment.

If a payment cannot be verified securely, the order may be cancelled and any amount received refunded through the original payment route.

26. Payment links and phishing

Use only IntiemComfort's official checkout and the payment pages of the providers offered there.

When receiving a payment request, always check:

• that the communication concerns a real order;
• that the order number is correct;
• that the sender and payment environment are trustworthy;
• that no PINs, passwords or full card details are requested.

IntiemComfort never asks for payment in cryptocurrency, gift cards or through an unknown private bank account, unless such a payment method is subsequently expressly and officially offered at checkout.

If unsure, contact us before paying via info@intiemcomfort.nl or our written WhatsApp customer service.

27. Payment privacy

Payment details are processed according to IntiemComfort's privacy policy and the privacy terms of the payment provider involved.

IntiemComfort receives only the information needed to:

• check payment status;
• fulfil the order;
• prepare an invoice;
• process a refund;
• investigate fraud and misuse;
• handle a payment dispute;
• meet statutory administrative obligations.

Where possible, sensitive financial data is processed directly by the bank, card company or payment provider.

28. Availability may change

IntiemComfort may add, change, temporarily disable or remove a payment method where necessary due to:

• technical maintenance;
• security reasons;
• changes at Mollie or PayPal;
• changes at banks and card companies;
• new legal obligations;
• regional restrictions;
• a disruption or increased fraud risk;
• the provider discontinuing a payment product.

The payment methods available at checkout are the current options for that specific order.

29. Contact about a payment

For questions about the registration of a payment, order, invoice or refund, you can contact us in writing via:

Email: info@intiemcomfort.nl
WhatsApp: +31 6 82574808

WhatsApp customer service is available in writing every day from 09:00 to 24:00, except on public holidays.

With every enquiry, include:

• the order number;
• your full name;
• the email address used;
• the payment method chosen;
• the transaction date;
• a non-sensitive transaction reference, if available.

Never include a PIN, bank password, CVC code, full card number or login details.

For questions about credit assessment, outstanding instalments, account blocking or internal processing at Klarna, in3, Billie, PayPal or a bank, customers must contact the provider directly.

Last updated: 21 July 2026

Additional benefits when paying with Pay by Bank

Consumer withdrawal and business purchases (B2B)