AGB

Who you are buying from

This shop is operated by Cloudrix, trading as Routinae, a business established in the Netherlands and registered with the Dutch Chamber of Commerce.

  • Trading name: Routinae
  • Legal entity: Cloudrix
  • Address: Schoolstraat 355, 5038 RL Tilburg, Netherlands
  • Email: hello@routinae.com
  • Telephone: +31 6 52130980
  • Chamber of Commerce (KvK): 97732699
  • VAT: Routinae trades under the Dutch small-business scheme (kleineondernemersregeling) and therefore has no VAT number. No VAT is shown separately on your order.

Ordering

Placing an order is an offer to buy. A contract exists once we confirm that your order has been dispatched — our order confirmation email acknowledges that we have received your order, and says so.

We may decline an order: if a price is clearly wrong, if a product cannot be supplied, or if we cannot verify the compliance status of a product. If we decline after you have paid, we refund you in full without delay.

Prices

The price you see is the price you pay. Prices are shown in euros, or in your local currency where we offer one, and include any tax due. Delivery is shown separately in your basket and at checkout, before you pay.

If you are outside the European Union, import taxes, customs duty and courier handling fees will be charged to you on arrival and are not included in what you pay us. See our Shipping Policy.

Products

We are a distributor, not a manufacturer. We hold no stock: the supplier who holds each product packs and posts it to you directly. Products are supplied by third parties, and we verify that required labelling and compliance information is present before we list anything. Every product page names that product's EU Responsible Person — the company legally answerable for its safety file.

Everything we sell is a cosmetic product. Nothing on this site treats, cures or prevents any disease or condition. Our routine guidance is free, it is advice about cosmetics, and it is not medical advice — we are not doctors and it is not a substitute for seeing one. If you have a skin condition that concerns you, please see a pharmacist or your huisarts.

Your statutory rights

Nothing in these terms limits your rights under Dutch or EU consumer law. In particular:

  • You may withdraw within 14 days of receiving your order, without giving a reason. See our Refund Policy, which also carries the model withdrawal form.
  • You have a legal guarantee of conformity. If what we sell you is not as described or not fit for its purpose, you are entitled to have it put right at no cost to you. Under EU law this lasts at least two years; under Dutch law there is no fixed cut-off, and for the first year after delivery it is for us to prove the product was sound when it left us, not for you to prove it was not.

These are two separate rights. The guarantee of conformity is not limited to 14 days and does not depend on the withdrawal right.

Complaints, and where to take one

Email us first — we would rather fix it. Write to hello@routinae.com with your order number and what went wrong. We acknowledge complaints within two working days and aim to resolve them within 14 days. If we need longer we will tell you why and give you a date.

If we cannot resolve it between us:

  • Routinae is not a member of a disputes commission (Geschillencommissie) and is not otherwise committed to an alternative dispute resolution body. We say so plainly rather than leave you looking for one.
  • If you bought from another EU country, the European Consumer Centre network (ECC-Net) gives free advice and can take up a cross-border complaint on your behalf. Your national ECC will help you whichever country you are in.
  • In the Netherlands, you may also contact ACM ConsuWijzer, the consumer information service of the Authority for Consumers and Markets.
  • You always keep the right to go to court. As a consumer you may bring a claim in the courts of the country where you live.

The European Commission's online dispute resolution (ODR) platform was permanently discontinued on 20 July 2025 and no longer accepts complaints. If you have seen it referred to elsewhere, that reference is out of date.

Governing law

These terms are governed by Dutch law. If you are a consumer resident in another EU or EEA country, this does not deprive you of the protection of the mandatory consumer-law rules of the country where you live.

Changes to these terms

We may update these terms. The version that applies to your order is the version published when you placed it.