These Terms and Conditions apply whenever you use our online shop or place an order via it. The Terms and Conditions contain important information for you as a buyer. You should therefore read them carefully. We also recommend that you save or print these terms and conditions so that you can refer to them again at a later date.
Terms and Conditions of DOS Medical B.V.
Version 2.4 – September 2026
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Article 1. Definitions
1.1. Terms and Conditions: these Terms and Conditions.
1.2. Consumer: the natural person who, not acting in the course of a profession or business, enters into a Contract with DOS Medical and/or has registered on the Online Shop.
1.3. DOS Medical: DOS Medical B.V., with its registered office in Apeldoorn and registered with the Chamber of Commerce under registration number 17210689, trading under the name DOS Medical B.V.
1.4. Agreement: any arrangement or agreement between DOS Medical and the Consumer, of which the General Terms and Conditions form an integral part.
1.5. Website: the DOS Medical website, accessible via dosmedical.nl and all associated subdomains.
1.6. Online Shop: the various DOS Medical online shops accessible via dermatologie-winkel.nl, kno-winkel.nl and all associated subdomains.
Article 2. Applicability of the General Terms and Conditions
2.1. DOS Medical provides information via the Website about the products that the Consumer may purchase from the Online Shops. No products may be purchased directly via the Website. The Consumer is redirected via the Website to the Online Shop, where they may purchase products.
2.2. The General Terms and Conditions apply to all offers, Agreements and deliveries by DOS Medical, unless expressly agreed otherwise in writing.
2.3. If the Consumer includes in their order, confirmation or notice of acceptance any terms or conditions that deviate from, or are not contained in, the General Terms and Conditions, these shall only be binding on DOS Medical if and to the extent that they have been expressly accepted in writing by DOS Medical.
2.4. In the event that, in addition to these General Terms and Conditions, specific product or service terms and conditions also apply, those terms and conditions shall also apply; however, in the event of conflicting terms and conditions, the Consumer may always rely on the applicable provision that is most favourable to them.
Article 3. Prices and information
3.1. All prices stated on the Webshop and in other materials originating from DOS Medical include VAT and, unless otherwise stated on the Webshop, other levies imposed by the government.
3.2. If delivery charges are applicable, this will be clearly stated in good time before the Agreement is concluded. Furthermore, these charges will be shown separately during the ordering process.
3.3. The content of the Webshop has been compiled with the utmost care. However, DOS Medical cannot guarantee that all information on the Webshop is accurate and complete at all times. All prices and other information on the Webshop and in other materials originating from DOS Medical are therefore subject to obvious programming and typographical errors.
3.4. DOS Medical cannot be held responsible for (colour) variations resulting from monitor quality.
Article 4. Formation of the Contract
4.1. Any offer made by DOS Medical is non-binding and remains valid whilst stocks last or for the period specified in the offer.
4.2. Contracts are not concluded by the placing of an order, but solely by a written order confirmation from DOS Medical. The written confirmation is deemed to accurately and fully reflect the Contract, unless the Consumer has raised an objection to its content within two (2) days of receipt.
4.3. Once payment has been made, the Consumer may no longer amend the order themselves. If the Consumer wishes to amend the order, they must contact DOS Medical.
4.4. If it transpires that incorrect details were provided by the Consumer when placing an order or otherwise entering into the Contract, DOS Medical is entitled to fulfil its obligation only after the correct details have been received.
4.5. DOS Medical may, within the limits of the law, ascertain whether the Consumer is able to meet their payment obligations, as well as all facts and factors relevant to the responsible conclusion of the Agreement. If, on the basis of this assessment, DOS Medical has valid grounds for not entering into the Agreement, it is entitled to refuse an order or request, stating its reasons, or to attach special conditions to its performance, such as payment in advance.
Article 5. Registration
5.1. To make the best use of the Online Shop, the Consumer may register via the account registration option on the Online Shop.
5.2. During the registration process, the Consumer chooses a username and password with which they can log in to the Webshop after registration. The Consumer is personally responsible for choosing a sufficiently secure password.
5.3. The Consumer must keep their login details – their username and password – strictly confidential. DOS Medical shall not be liable for any misuse of the login details and may always assume that a Consumer logging into the Webshop is in fact that Consumer. Everything that takes place via the Consumer’s account is the responsibility and risk of the Consumer.
5.4. If the Consumer knows or suspects that their login details have fallen into the hands of unauthorised persons, they must change their password as soon as possible and/or notify DOS Medical thereof, so that DOS Medical can take appropriate measures.
5.5. When creating an account on the Webshop, the Consumer may subscribe to the DOS Medical newsletter. The Consumer may also subscribe to the newsletter without creating an account.
Article 6. Performance of the Agreement
6.1. Once the Agreement has been concluded, DOS Medical shall exercise due care in performing the Agreement.
6.2. As soon as the order has been received by DOS Medical, DOS Medical will dispatch the products as soon as possible, subject to the provisions of paragraph 3 of this article.
6.3. DOS Medical is entitled to engage third parties in the performance of the obligations arising from the Agreement.
6.4. Unless expressly agreed otherwise, products shall be delivered to the first threshold on the ground floor of the premises at the address provided by the Consumer to DOS Medical for delivery.
6.5. In principle, the delivery time is as follows:
- Parcel in the Netherlands: 1 working day (delivery also on Saturdays);
- Parcel in Belgium: 1 to 2 working days;
- Letterbox parcel in the Netherlands: 2 to 5 working days.
6.6. Orders received and paid for on working days before 13:00 will be dispatched the same day. Orders placed on working days after 13:00, at weekends and on public holidays will be dispatched on the next working day. Delivery may take place in various ways and is at the discretion of DOS Medical.
6.7. If DOS Medical is unable to deliver the products within the agreed timeframe, it shall notify the Consumer accordingly. In such cases, the Consumer may agree to a new delivery date or shall be given the option to terminate the Contract free of charge.
6.8. DOS Medical advises the Consumer to inspect the delivered products and to report any defects found within a reasonable time, preferably in writing. Please refer to the section on warranty and conformity for further details.
6.9. As soon as the products to be supplied have been delivered to the specified delivery address, the risk in respect of these products shall pass to the Consumer. Unless expressly agreed otherwise, the risk shall pass to the Consumer at an earlier stage. If the Consumer decides to collect the products, the risk shall pass upon handover of the products.
6.10. DOS Medical is entitled to supply a similar product of similar quality to the one ordered, if the ordered product is no longer available. The Consumer is then entitled to terminate the Contract free of charge and to return the product free of charge.
Article 7. Right of withdrawal
7.1. The Consumer has the right to withdraw from the distance contract concluded with DOS Medical within fourteen (14) days of receiving the product, without giving any reason and free of charge.
Please note: Opened hygiene products are excluded from the right of withdrawal
Virtually all the products we sell are hygiene products. These products are excluded from the right of withdrawal if the product packaging has been opened. After all, it can then no longer be demonstrated that the product is unused. As our products are used to treat (serious) medical conditions, we cannot accept returns where the product packaging has been opened (where the seal has been broken) due to hygiene and health risks. See Article 7.10
Please note: Medicines are excluded from the right of withdrawal:
Medicines are excluded from the right of withdrawal. This applies to both opened and unopened packaging. See Article 7.10.
7.2. The period commences on the day after the Consumer, or a third party designated by them in advance (who is not the carrier), has received the product, or:
- if the Consumer has ordered multiple products in the same order: the day on which the Consumer, or a third party designated by them, has received the last product;
- if the delivery of a product consists of several consignments or parts: the day on which the Consumer, or a third party designated by them, has received the last consignment or the last part;
- in the case of Contracts for the regular supply of products over a specified period: the day on which the Consumer, or a third party designated by them, has received the first product.
7.3. If the Consumer uses the freepost address provided by DOS Medical when returning the product, the return is free of charge for the Consumer. If the Consumer does not use the freepost address when returning the product, the Consumer must bear the return costs themselves. If these costs exceed the standard postal rate, DOS Medical will provide an estimate of these costs.
7.4. Within the withdrawal period referred to in paragraph 1, the Consumer shall handle the product and its packaging with care. The basic principle here is that this inspection must not go beyond what the Consumer would be able to do in a physical shop. For this reason, the Consumer is not permitted to break the (hygiene) seal.
7.5. The Consumer shall only be liable for any loss in value of the product resulting from handling the product in a manner that goes beyond what is permitted in the previous paragraph.
7.6. The Consumer may withdraw from the Contract within the period specified in paragraph 1 of this article by sending the model withdrawal form (digitally) to DOS Medical, or by notifying DOS Medical in some other unambiguous manner that they are cancelling the purchase. In the event of a digital notification, DOS Medical will confirm receipt of that notification. Following termination, the Consumer has a further fourteen (14) days to return the product. It is also possible to return the product immediately within the cooling-off period set out in paragraph 1 of this article, provided that the model withdrawal form or another unambiguous statement of withdrawal is enclosed.
7.7. Products may be returned to:
DOS Medical B.V.
Laan van Westenenk 64
7336 AZ Apeldoorn
Netherlands
7.8. Any sums already paid (in advance) by the Consumer shall be refunded to the Consumer as soon as possible, but no later than 30 days after the termination of the Contract. Unless DOS Medical offers to collect the product itself, DOS Medical may defer the refund until DOS Medical has received the product.
7.9. The Online Shop clearly states, in good time before the conclusion of the Contract, whether or not the right of withdrawal applies and any required procedure.
7.10. The right of withdrawal does not apply to:
- medicines;
- products which, for reasons of health protection or hygiene, are not suitable for return and whose seal has been broken following delivery; and
- the supply of products manufactured to the Consumer’s specifications, which are not prefabricated and which are manufactured on the basis of an individual choice or decision by the Consumer, or which are clearly intended for a specific person.
We sell only a few products that do not fall under the above exceptions. The right of withdrawal does, however, apply to the following products:
- Flaem Olly humidifier
- Flaem battery for Wineb-Go
Download the withdrawal form (PDF)
Article 8. Payment
8.1. The Consumer must make payments to DOS Medical in accordance with the payment methods specified in the ordering process and, where applicable, on the Webshop. DOS Medical is free to choose which payment methods to offer, and these may also change from time to time.
8.2. If the Consumer fails to meet their payment obligation(s) on time, and after DOS Medical has notified them of the late payment and granted the Consumer a period of fourteen (14) days to fulfil their payment obligations, and payment has not been made within this fourteen-day period (14), statutory interest shall be payable on the outstanding amount and DOS Medical shall be entitled to charge the extrajudicial debt collection costs it has incurred. These debt collection costs shall amount to a maximum of: 15% on outstanding amounts up to €2,500; 10 per cent on the next €2,500 and 5 per cent on the following €5,000, subject to a minimum of €40. DOS Medical may, in the Consumer’s favour, deviate from the aforementioned amounts and percentages.
Article 9. Warranty and Conformity
9.1. This article applies only where the Consumer is not acting in the course of their profession or business. If DOS Medical provides a separate warranty for the products, this shall apply to all types of Consumers, without prejudice to the foregoing.
9.2. DOS Medical guarantees that the products comply with the Contract, the specifications set out in the offer, the reasonable requirements of soundness and/or fitness for purpose, and the statutory provisions and/or government regulations in force on the date the Contract is concluded. If specifically agreed, DOS Medical also guarantees that the product is suitable for use other than normal use.
9.3. Any guarantee provided by DOS Medical, the manufacturer or the importer does not affect the statutory rights and claims which the Consumer already has and may invoke under the Contract.
9.4. If the product delivered does not comply with the Contract, the Consumer must notify DOS Medical of this within a reasonable period after discovering the defect.
9.5. If DOS Medical considers the complaint to be justified, the relevant products will be repaired, replaced or reimbursed following consultation with the Consumer. Subject to the clause regarding liability, the maximum reimbursement shall be equal to the price paid by the Consumer for the product.
Article 10. Retention of Title
10.1. DOS Medical retains title to all products delivered or to be delivered to the Consumer until the purchase price for all such products has been paid in full. The retention of title also applies to any other related claim(s) that DOS Medical may have against the Consumer.
10.2. The Consumer is not permitted to pledge the products subject to retention of title or to encumber them in any other way.
Article 11. Liability
11.1. This article applies to Consumers only to the extent permitted under applicable law.
11.2. DOS Medical’s total liability towards the Consumer, whether arising from an attributable failure to perform an Agreement or otherwise, is limited to compensation for direct loss. Direct loss is understood to mean exclusively (a) the reasonable costs incurred in determining the cause and extent of the loss; (b) any reasonable costs incurred to bring DOS Medical’s defective performance into compliance with the Agreement; and (c) reasonable costs incurred to prevent or limit damage, in so far as the Consumer demonstrates that these costs have led to a reduction in direct damage.
11.3. The maximum amount for which DOS Medical may be liable is limited, per event – a series of related events being deemed a single event – to the amount owed by the Consumer to DOS Medical under the Agreement. Under no circumstances shall the total compensation for any damage exceed ten thousand (10,000) euros per Agreement. In any event, DOS Medical’s liability is always limited to the amount paid out by its insurer in the relevant case.
11.4. Any limitations of liability set out in the Agreement or the General Terms and Conditions shall lapse if and to the extent that the damage in question results from wilful misconduct or deliberate recklessness on the part of DOS Medical’s management.
11.5. DOS Medical’s liability for an attributable failure to perform an Agreement shall only arise if the Consumer gives DOS Medical immediate and proper written notice of default, setting a reasonable period within which to remedy the failure, and DOS Medical continues to fail attributably to fulfil its obligations even after that period has elapsed. The notice of default must contain as detailed a description as possible of the breach, so that DOS Medical is able to respond appropriately.
11.6. A condition for the entitlement to any claim for compensation is always that the Consumer reports the damage to DOS Medical in writing by registered post as soon as possible after becoming aware of it. Any claim for compensation by the Consumer lapses by the mere expiry of three months after the Consumer became aware, or ought reasonably to have become aware, that he had suffered damage.
Article 12. Force Majeure
12.1. This article applies to Consumers only to the extent permitted under applicable law.
12.2. DOS Medical shall not be obliged to fulfil any obligation if it is prevented from doing so as a result of force majeure. Force majeure shall in any event include: internet disruptions or outages, power cuts, cyber-attacks (such as DDoS attacks), civil unrest, transport disruptions, strikes, supply chain disruptions, fire, flooding, import and export restrictions, and in the event that DOS Medical is prevented from delivering by its own suppliers, for whatever reason, as a result of which performance of the Agreement cannot reasonably be expected of DOS Medical.
12.3. If a force majeure situation has lasted for more than thirty (30) days, the Parties shall be entitled to terminate the Agreement with immediate effect in writing. In such a case, any performance already rendered under the Agreement at the time of termination shall be settled on a pro rata basis, without the Parties owing each other anything else.
Article 13. Complaints Procedure
13.1. If the Consumer has a complaint about a product (in accordance with Article 9 of the General Terms and Conditions) and/or about other aspects of DOS Medical’s services, they may submit a complaint to DOS Medical by telephone, email or post. See the contact details at the bottom of the General Terms and Conditions.
13.2. DOS Medical shall respond to the Consumer’s complaint as soon as possible, but in any event within five (5) days of receiving the complaint. If it is not yet possible to provide a substantive or final response, DOS Medical will, within five (5) days of receiving the complaint, acknowledge receipt of the complaint and indicate the timeframe within which it expects to provide a substantive or final response to the Consumer’s complaint.
Article 14. Reviews
14.1. Anyone who has purchased a product via the Webshop may leave a review.
14.2. To prevent abuse, all reviews are read by a DOS Medical employee. As a result, it may take a few days before the review is visible on the Online Shop. The nature of the review (positive/negative) does not influence whether or not the review is published on the Online Shop. Any spelling or typographical errors in the review will be corrected before the review is published.
Article 15. Personal Data
15.1. DOS Medical processes the Consumer’s personal data in accordance with the privacy statement published on the Webshop.
Article 16. Final Provisions
16.1. The Agreement is governed by Dutch law.
16.2. Unless otherwise prescribed by rules of mandatory law, any disputes that may arise in connection with the Agreement shall be submitted to the competent Dutch court in the district where DOS Medical is established.
16.3. Should any provision in these General Terms and Conditions prove to be void, this shall not affect the validity of the General Terms and Conditions as a whole. In such a case, the parties shall agree on a new provision or provisions to replace the void provision, which shall give effect, as far as legally possible, to the intention of the original provision.
16.4. In these General Terms and Conditions, “in writing” shall also be taken to include communication by email and fax, provided that the identity of the sender and the integrity of the email are sufficiently established.
Article 17. Contact details
Should you have any questions, complaints or comments after reading these General Terms and Conditions, please feel free to contact us in writing or by email.
DOS Medical B.V.
Laan van Westenenk 64
7336 AZ Apeldoorn
The Netherlands
Telephone: +31 (0)85 773 20 80
Email: [email protected]
Chamber of Commerce number: 17210689
VAT number: NL818396362B01