General Terms & Conditions

Last Updated: July 2026

These General Terms and Conditions (hereinafter: “Terms”) govern all offers, orders, agreements, and commercial relationships between eMense Events B.V., operating under registration number 66354439 and VAT number NL856509103B01, located at Robert Peereboomweg 11, 2031BC Haarlem, Netherlands (hereinafter: “Publisher”, “we”, “us”, or “our”), and the consumer (hereinafter: “Customer” or “you”) purchasing goods via the online webshops managed by us for the brands IGN Benelux, IGN NORDICS, IGN DACH (Germany/Austria/Switzerland), IGN France, Nieuw Deze Week, and Diese Woche Neu.

Article 1 – Definitions and Applicability

  1. Consumer: Any natural person acting for purposes outside their trade, business, craft, or profession.
  2. These Terms apply to every offer made by the Publisher and to every distance contract concluded between the Publisher and the Consumer.
  3. By placing an order, the Consumer explicitly accepts these Terms and Conditions. Deviating conditions are only valid if explicitly agreed upon in writing.
  4. These Terms and Conditions apply exclusively to Consumers. Orders placed by businesses or persons acting in the course of a trade, business, craft, or profession are excluded unless expressly agreed otherwise in writing.

Article 2 – Offer and Formation of the Contract

  1. All offers on our webshops are non-binding and constitute an invitation to the Consumer to place an order.
  2. The contract is legally concluded only when the Publisher sends an order confirmation email to the email address provided by the Consumer.
  3. For Consumers in Germany, the ordering process complies with the statutory Button-Lösung (§ 312j BGB); the ordering button is clearly labeled “Order with obligation to pay” or an equivalent explicit formulation.
  4. We reserve the right to refuse or cancel an order in the event of force majeure, unforeseen supply constraints from our manufacturers, or an obvious and manifest pricing or programming error on the website of which the Consumer could reasonably understand that it constituted a mistake. In such cases, the full purchase amount will be immediately and without delay refunded via the original payment method.
  5. All products are offered subject to availability. If an ordered product becomes unavailable after the contract has been concluded, the Consumer will be informed without undue delay and any payments made will be refunded in full.

Article 3 – Pricing, Taxes, and Payment

  1. All prices displayed in our webshops are inclusive of the statutory Value Added Tax (VAT) applicable in the Consumer’s EU country of residence, processed via the European Union One Stop Shop (OSS) scheme.
  2. For orders shipped outside the European Union Customs Union (such as Norway, Switzerland, or the United Kingdom), prices are net of EU VAT. However, local VAT, customs duties, and courier handling fees may be charged upon import. These additional charges are beyond our control and are entirely the responsibility of the Consumer.
  3. Shipping costs are calculated precisely based on weight, dimensions of the parcel, and the destination country, and are clearly displayed at checkout before payment finalization.
  4. The purchase price is collected or reserved at the time the order or pre-order is placed. If a refund via the original payment method is technically impossible after an extended period (exceeding 120 days, e.g., for long-term pre-orders), a legally compliant alternative (such as bank transfer or PayPal) will be provided in consultation with you.
  5. The Publisher accepts the payment methods displayed during the checkout process. Orders will only be processed after successful payment authorization.

Article 4 – Shipping, Delivery, and Risk of Loss

  1. We aim to process and ship in-stock items within 1 to 3 business days. Actual delivery times vary by region (e.g., Benelux: 1-3 business days; DACH: 2-7 business days; France: 3-6 business days; Nordics: 4-8 business days).
  2. In accordance with the EU Consumer Rights Directive, all orders must be delivered to the Consumer within a maximum of 30 days from the conclusion of the contract (or the communicated release date for pre-orders). If this period is exceeded due to force majeure or logistical issues, the Consumer has the right to terminate the contract immediately and free of charge, resulting in a full refund without delay.
  3. Risk of Loss: The risk of damage to or loss of the products remains with the Publisher at all times until the products have been physically delivered into the possession of the Consumer or a third party designated by the Consumer (other than the carrier).
  4. If a parcel is returned because the Consumer supplied an incorrect delivery address or failed to collect it within the carrier’s holding period, the Consumer may request re-shipment upon payment of the additional shipping costs or request cancellation of the order. In the event of cancellation, the Publisher may deduct the actual return shipping costs incurred from the refund.

Article 5 – Force Majeure

The Publisher shall not be liable for delays or failure to perform its obligations where such delay or failure results from circumstances beyond its reasonable control, including but not limited to natural disasters, pandemics, strikes, war, governmental measures, transport disruptions, cyber incidents, or supplier failures.

Where such circumstances continue for more than thirty (30) days, both the Publisher and the Consumer may terminate the agreement without additional liability, subject to reimbursement of any payments made for undelivered goods.

Article 6 – Pre-Orders 

  1. Pre-orders allow Consumers to reserve upcoming, exclusive, or limited-run items before their official release.
  2. Estimated Release Dates stated on product pages are indicative and provided by the manufacturer; they do not constitute strict, legally binding deadlines.
  3. In accordance with EU law, the Consumer retains the right to cancel any pre-order prior to the actual release date and shipment free of charge.
  4. Combined orders consisting of both in-stock and pre-order items will be held until the entire order is complete, unless the Consumer chooses to place and pay for separate orders.

Article 7 – Right of Withdrawal 

  1. The Consumer has a statutory right to withdraw from the contract within a cooling-off period of 14 days from the day the product is physically received, without giving reasons. 
  2. Following the withdrawal notification (sent via email to customersupport@emense.nl or via the dedicated Withdrawal Button on our website interface), the Consumer has an additional 14 days to return the product.
  3. Product Condition: The Consumer may unpack and inspect the product only to the extent necessary to establish its nature and characteristics, similar to an inspection in a physical retail store. If the product or packaging is damaged beyond what is necessary, we reserve the right to pass this diminution of value on to the Consumer.
  4. Refunds: If the entire order is returned, we will refund the full purchase price including standard outbound shipping costs. For partial returns, outbound shipping costs are not refunded. Return shipping costs from the Consumer to our webshop are borne entirely by the Consumer, unless the delivery was erroneous or defective. Refunds will be made using the same payment method used for the original transaction unless the Consumer expressly agrees otherwise.
  5. We will process refunds within 14 days of receiving the withdrawal notice, but we reserve the right to withhold the refund until we have received the goods back or received proof of return shipment.

Article 7 – Statutory Exclusions from Withdrawal

In accordance with Article 16 of the EU Consumer Rights Directive (and national transpositions such as § 312g BGB and Code de la consommation), the right of withdrawal is excluded for:

  1. Sealed Audio/Video Recordings and Computer Software (including Vinyl records and Video Games): If the protective seal has been broken or removed after delivery, the sale becomes final and cannot be returned.
  2. Personalized or Custom-Made Goods:** Products manufactured according to specific, unique Customer specifications (e.g., custom name prints). Note: Standard print-on-demand items with fixed catalog designs are not excluded and may be returned.
  3. For hygiene reasons, sealed products which are not suitable for return due to health protection or hygiene reasons lose the right of withdrawal once unsealed, where applicable.

Article 8 – Conformity and Statutory Warranty

  1. We guarantee that the products comply with the contract, reasonable expectations of utility, and the statutory requirements of conformity under European law.
  2. For collector’s items and high-value collectibles, minor manufacturing tolerances, slight paint variations, insignificant packaging imperfections or manufacturer packaging revisions that do not affect the product itself shall not constitute a lack of conformity. If a product arrives damaged or features a manufacturing defect, the Consumer must report this within a reasonable timeframe via customersupport@emense.nl with photographic proof.
  3. In the event of a material defect, we will provide a replacement, exchange the item, or issue a full refund if the item is no longer in stock.
  4. Products explicitly sold as “Open Box” or with pre-disclosed packaging damage at a discounted rate cannot be returned based on the pre-existing packaging defects, though the statutory warranty on the functionality of the item itself remains intact.

Article 9 – Product images

Product images are intended for illustrative purposes only. Minor differences in colour, packaging, labelling or manufacturer revisions may occur and shall not constitute a defect or lack of conformity, provided the product itself corresponds to the description.

Article 10 – Complaints

Complaints regarding products or our services may be submitted by email to customersupport@emense.nl.

We aim to acknowledge receipt of complaints within two (2) business days and provide a substantive response within fourteen (14) calendar days. If additional time is required, the Consumer will be informed accordingly.

Article 11 – Liabillity

Nothing in these Terms shall limit or exclude liability where such limitation or exclusion is prohibited by mandatory law.

Subject to mandatory consumer protection legislation, the Publisher shall only be liable for direct damages resulting from a breach of the agreement. Any liability shall in no event exceed the amount paid by the Consumer for the relevant order.

Article 12 – Intellectual Property

All trademarks, logos, product images, graphics and other intellectual property displayed on the webshop remain the property of their respective owners. Nothing in these Terms grants the Consumer any right to reproduce, distribute or commercially exploit such intellectual property.

Article 13 – Privacy

Personal data are processed in accordance with our Privacy Policy and applicable data protection legislation, including the General Data Protection Regulation (GDPR). Our Privacy Policy is available on the webshop.

Article 14 – Governing Law and Dispute Resolution

  1. These Terms and Conditions and all agreements between the Publisher and the Consumer are exclusively governed by the laws of the Netherlands.
  2. For Consumers residing outside the Netherlands (such as in Germany, France, or the Nordic countries), this choice of law shall not deprive the Consumer of the protection afforded to them by mandatory provisions of the law of their country of residence.
  3. The Publisher encourages Consumers to contact customersupport@emense.nl first in the event of any complaint or dispute so that an amicable solution can be sought before pursuing legal proceedings or alternative dispute resolution mechanisms.