Terms and Conditions

1. Scope

1. These terms and conditions apply to every contract you conclude with us as a consumer through our online shop. A consumer is any natural person acting for purposes that are outside their trade, business, craft or profession.
2. We make these terms available to you before the contract is concluded. You can view, save and print them on this page at any time.

2. Who we are

Your contracting party is:

• Eagle Extend B.V., Patroonsweg 14, 3892 DB Zeewolde, The Netherlands (not a visiting address)
• Email: info@eagleextend.com
• Chamber of Commerce (KvK, the Netherlands): 67846068
• VAT number: NL857196595B01

More details are available in our legal notice.

3. Product information, images and errors

1. The products shown in our online shop are not a legally binding offer but an invitation for you to place an order.
2. Images, videos and details such as weight and dimensions show the products as accurately as possible. Slight differences in colour, for example caused by screen settings, are possible. This does not affect your statutory rights if a product does not match the agreed description.
3. Obvious typing, printing or calculation errors in our product information, such as a clearly incorrect price, entitle us not to accept an order based on that error. Our statutory rights in the event of a mistake remain unaffected.

4. Ordering and conclusion of the contract

1. Add the products you want to your basket and go to checkout. There you enter your email address, delivery and billing address and choose the shipping and payment method. You do not need an account; you order as a guest.
2. Before you place your order, you see a summary with all costs. Up to that point you can check and correct your details at any time using the edit options in the checkout or your browser’s back button.
3. By clicking the “Place order and pay” button, you place a binding order.
4. Immediately after you place your order – for online payment methods, once the payment has been completed – you receive an order confirmation by email. With this order confirmation we accept your order and the contract is concluded.
5. The contract language is English. We store the contract text. You receive your order details with the order confirmation by email; since we do not offer customer accounts, you cannot view your order online, so please keep the confirmation. These terms are always available on this page.
6. We take appropriate technical and organisational measures so that your data and your payment are transmitted in a secure environment.

5. Prices and shipping costs

1. All prices are in euros and include VAT where applicable. The price at the time of your order applies.
2. Shipping costs of €6.95 per order are added. Orders with a product value of €50 or more ship free of charge. You see the shipping costs in your basket and before you place your order; details are in our Shipping Policy.
3. For deliveries outside the European Union, import duties, taxes or customs clearance fees may apply depending on the destination country. Where these are not charged at checkout, they are payable by the recipient.

6. Payment

1. The available payment methods are shown at checkout. We currently offer: credit card, PayPal and Klarna.
2. Payments are processed by our payment service provider MultiSafepay B.V., Amsterdam, the Netherlands. If you choose Klarna, payment is processed by Klarna Bank AB (publ), Stockholm, Sweden. Klarna decides which of its payment options are offered to you; Klarna’s own terms also apply.
3. Payment is due when the contract is concluded, unless the chosen payment method provides otherwise. Please inform us without delay of any errors in your payment details.

7. Delivery and transfer of risk

1. We deliver to the countries offered at checkout. Orders are shipped from the warehouse of our logistics partner Monta in the Netherlands.
2. Orders received on working days (Monday to Friday) before 16:00 are usually shipped the same day. Delivery usually takes 2–5 working days within the EU after dispatch, and longer to other destinations.
3. If we do not deliver within the agreed time or, if no time was agreed, within 30 days of the contract, you have the rights provided by law, including the right to terminate the contract after giving us a reasonable additional period to deliver.
4. The risk of loss of or damage to the goods passes to you only when you, or a person you have designated, take physical possession of them.

8. Right of withdrawal

1. As a consumer you have a statutory right to withdraw from the contract within 14 days. Full details and the model withdrawal form are on our page Right of withdrawal & returns.
2. You can withdraw using our online return form, the model withdrawal form, or any other clear statement sent by email to info@eagleextend.com or by post.
3. Please send the goods back within 14 days of notifying us of your withdrawal to our returns warehouse: Eagle Extend B.V. — Retouren, Ir. Hanlostraat 15, 7547 RD Enschede, The Netherlands. We cannot accept returns at our registered office in Zeewolde. We do not provide a return label.
4. You bear the direct cost of returning the goods. Because of their length, telescopic poles cannot normally be returned by post; the cost is estimated at a maximum of approximately €50, depending on the carrier, the length and where you ship from. Accessories can usually be sent as a regular parcel.
5. We refund all payments received from you, including the cost of standard delivery, without undue delay and in any event within 14 days of receiving your notice of withdrawal, using the same means of payment you used. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them back, whichever is earlier. The refund does not depend on any approval by us.
6. You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning – for example if the product has already been used with water or shows signs of use. We may deduct such a loss in value from the refund. Used goods can still be returned.
7. Please return the goods complete, with all accessories and, where possible, in the original packaging. This is not a condition for exercising your right of withdrawal.
8. Faulty, wrong or damaged goods: please do not send anything back yet. Report the problem via the return form (choose the matching reason) or by email. We will contact you within 1 working day and arrange the return transport at our expense.

9. Legal guarantee (conformity)

1. You are entitled to the statutory remedies if the goods do not conform to the contract. Within the EU, this legal guarantee applies for at least two years from delivery.
2. If goods arrive with visible transport damage, please report this to the carrier straight away if possible and let us know. If you do not, this has no effect on your statutory rights.
3. Please report defects to info@eagleextend.com as soon as possible, preferably within two months of discovering them. This does not affect your statutory rights.

10. Commercial warranty: 5 years on telescopic poles

1. In addition to the legal guarantee, Eagle Extend B.V., Patroonsweg 14, 3892 DB Zeewolde, The Netherlands offers a voluntary commercial warranty of 5 years on Eagle Extend® telescopic poles. The warranty period starts on delivery and applies in all countries we deliver to.
2. The warranty covers defects in materials and workmanship under normal use, such as clamps that no longer lock or sections that fail without external cause. Under the warranty we will, at our discretion, supply a replacement part, repair the pole or replace it. We bear the transport costs.
3. The warranty does not cover damage caused by incorrect or dangerous use, such as impacts, drops, being run over or use near sources of electricity.
4. To make a warranty claim, email info@eagleextend.com with your order number, a short description of the problem and photos or a video of the defect. See also our warranty page.
5. Your statutory rights under the legal guarantee remain in full; you can exercise them free of charge, and they are not affected by this commercial warranty.

11. Intellectual property

Images, videos, texts and manuals of Eagle Extend® are protected by copyright. Any use, in particular copying for commercial purposes, requires our prior written consent. We reserve all rights under copyright law.

12. Customer service and complaints

Please send questions and complaints to info@eagleextend.com or use our contact form.

13. Governing law

These terms are governed by the laws of the Netherlands. If you are a consumer, this choice of law does not deprive you of the protection afforded by the mandatory provisions of the law of the country where you have your habitual residence.