Terms and conditions
Terms & Conditions
Article 1 – What we mean by…
In these terms, we use the following words with these meanings:
Cooling-off period: the time you have to decide whether or not you want to cancel your order without having to give a reason.
Consumer: that’s you – a real person who’s not buying something for a business or profession, but just for yourself.
Day: a calendar day (including weekends and public holidays).
Ongoing contract: a long-term agreement where products or services are delivered over a longer period of time.
Durable medium: anything that allows you to store information personally addressed to you in a way that lets you access it later – such as an email or PDF that you can save.
Right of withdrawal: your right to cancel your order during the cooling-off period.
Entrepreneur: that’s us – the company offering you products or services online.
Distance contract: an agreement made entirely online or through another means of distance communication, without us and you being physically together.
Remote communication tool: email, websites, online forms, chat or any other tool that allows us to make an agreement without meeting face-to-face.
Terms & Conditions: these current Terms & Conditions that apply to your order.
Custom or personalised product: a product made according to your specifications or clearly personalised for you, including products created from a photo, image, name, text or other personal information provided by you.
Article 2 – Who we are
Soul Crafters
A trading name of JW Quality E-Commerce
Grefkenstraat 20
6443 EK Brunssum
The Netherlands
Chamber of Commerce (KVK) number: 85061913
VAT number: NL004045784B71
Email: info@soul-crafters.com
Article 3 – When these terms apply
These Terms & Conditions apply to every offer we make and every online deal or order you place with us.
Before you place an order, we’ll make sure you can read these terms. If for some reason that’s not possible, we’ll let you know where you can find them – and we’ll send them to you for free if you ask.
If you order something online, we’ll also send you these terms digitally in a way that lets you save them easily, such as by email or download. Again, if that’s not possible for some reason, we’ll tell you where you can read them online and send you a copy if you ask.
If there are extra product- or service-specific terms on top of these ones, those apply too. But if there’s a conflict between the two, you can always rely on the version that works out best for you, unless mandatory law provides otherwise.
If a part of these terms turns out to be invalid or legally void, the rest still stands. We’ll replace the invalid part with something that matches the original intent as closely as legally possible.
If there’s something not covered by these terms, or something is unclear, we’ll handle it fairly and in accordance with the purpose and spirit of these terms and applicable law.
Article 4 – The Offer
If we’re running a limited-time deal or there are conditions attached, we’ll make that clear upfront.
All our offers are non-binding unless stated otherwise and may be changed or withdrawn before an agreement is concluded.
We always try to describe our products and services as accurately and completely as possible, so you know what you’re getting. If we use photos, illustrations or other visual material, we aim to represent the product as accurately as reasonably possible.
If there is an obvious mistake in a price, product description or other information, we are not bound by that mistake.
Images, colours, dimensions and specifications shown in an offer are intended to provide a clear representation of the product. We cannot guarantee that colours displayed on your screen will exactly match the actual product.
Each offer will clearly explain what you’re agreeing to, including where applicable:
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The price of the product;
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Any shipping or delivery costs;
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How the ordering process works;
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Whether or not you have a right of withdrawal;
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How payment, delivery and order fulfilment work;
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How long the offer is valid or how long the price is guaranteed;
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Whether communication costs, such as telephone calls, are higher than normal rates;
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Whether your order details are stored and how you can access them later;
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How to check or correct information entered before placing an order;
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Which languages are available for the agreement;
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Any applicable codes of conduct and where these can be viewed;
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Whether the product is personalised or made to your specifications;
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Any available sizes, colours, materials, variations or other product options.
Where products are shipped directly from a manufacturer or supplier outside the Netherlands or European Union, this may be stated on the relevant product page or during the ordering process.
Because we operate using a direct-fulfilment model, products may be shipped directly from the manufacturer or supplier to you rather than first being sent to a warehouse operated by Soul Crafters. This can avoid unnecessary intermediate handling and storage.
Regardless of where a product is shipped from, Soul Crafters remains the seller you enter into the agreement with.
Article 5 – The Deal (a.k.a. The Agreement)
The agreement between you and us kicks in the moment you accept our offer and meet any conditions mentioned in the offer.
If you accept our offer online, we’ll send you a confirmation by email as soon as reasonably possible.
If you do not receive a confirmation, you may contact us to verify the status of your order.
When you order online, we’ll take reasonable technical and organisational measures to ensure that your data is transferred securely and that the ordering environment is handled appropriately.
We may, within legal limits, check whether you are able to meet your payment obligations and whether there are other circumstances that give us reasonable grounds not to enter into the agreement. If we have a justified reason, we may refuse an order or attach reasonable conditions to fulfilment.
When you order something, we’ll make sure you receive the following information in writing or in another way that allows you to store it for later:
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Our business address where you can contact us regarding complaints;
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How and when you can exercise your right of withdrawal, or a clear statement where the right of withdrawal does not apply;
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Information about guarantees and after-sales service;
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The information referred to in Article 4, unless this information was already provided before the agreement was concluded;
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The conditions for cancelling an ongoing or subscription agreement, if applicable.
If it’s a subscription or ongoing agreement, we’ll only need to provide this information the first time unless the law requires otherwise.
An agreement is subject to product availability. If a product is unexpectedly unavailable after an order has been placed, we will inform you as soon as reasonably possible and, where required, refund the amount paid.
Article 6 – Your Right to Cancel (a.k.a. Cooling-Off Period)
So, you bought something and changed your mind? No worries! For standard products purchased online, you generally have 14 days to cancel your order without having to give a reason.
The 14-day period starts on the day after you, or someone you have designated in advance, receives the product.
During those 14 days, you may handle and inspect the product as necessary to determine whether you want to keep it. You are responsible for any reduction in value caused by handling the product beyond what is necessary to establish its nature, characteristics and functioning.
If you want to cancel the agreement, you must notify us within the applicable 14-day cooling-off period.
After notifying us, you generally have another 14 days to send the product back.
You should keep proof of return shipment, such as a shipping receipt or tracking information.
If you do not exercise your right of withdrawal within the applicable period, the agreement becomes final, subject to any other statutory rights you may have.
The right of withdrawal does not apply to products for which the law provides an exception, including certain custom or personalised products as described in Article 8.
Article 7 – Return Costs (if you cancel)
If you decide to return a standard product using your right of withdrawal, the direct costs of returning the product are generally your responsibility, unless we have agreed otherwise or applicable law requires us to cover them.
Please contact us at info@soul-crafters.com before returning a product so that we can provide the correct return instructions.
We may provide a return address that differs from the business address stated in Article 2. If so, you must use the return address provided by us.
If you have already paid for the order, we will refund the amount due within the applicable legal period after cancellation.
We may wait with the refund until we have received the returned product or until you provide sufficient evidence that the product has been returned, whichever occurs first.
Where legally required, the refund will include the standard delivery costs you paid for the original shipment. Additional costs resulting from choosing a more expensive delivery option are not necessarily refundable.
There is no general legal right to exchange a product for another size, colour or product. Any exchange option offered by Soul Crafters is a voluntary service.
Custom or personalised products cannot be exchanged simply because you have changed your mind or prefer another version, size, design or result.
Article 8 – When You Can’t Cancel
There are some cases where you cannot use the right of withdrawal. We’ll make this clear where applicable.
You generally cannot cancel an order under the right of withdrawal if:
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The product was made according to your specifications or clearly personalised for you;
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The product was created using personal information, such as a photo, image, name, text or other personal design supplied by you;
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The product is otherwise covered by a statutory exception to the right of withdrawal;
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The product cannot reasonably be returned due to its nature, where a statutory exception applies;
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The price depends on financial-market fluctuations that we cannot control, where a statutory exception applies;
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The purchase concerns a single newspaper or magazine, where applicable;
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A sealed product has been unsealed after delivery where the law excludes withdrawal for that type of product;
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A sealed product relating to hygiene or health protection has been unsealed where the law excludes withdrawal for that type of product.
For Soul Crafters, this specifically includes custom and personalised products such as Custom Paint by Numbers kits made from a photo supplied by the customer.
Once production of a custom or personalised product has started, cancellation due solely to a change of mind, an incorrectly supplied photo, a personal preference or dissatisfaction with the chosen design is generally not possible.
This does not affect your statutory rights if a custom or personalised product is defective, damaged, materially different from what was agreed, or otherwise does not conform to the agreement.
The right of withdrawal may also not apply to certain services, including where:
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A service concerns accommodation, transport, restaurant services or leisure activities for a specific date or period;
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A service has started with your express consent before the end of the cooling-off period and the applicable legal conditions for exclusion have been met;
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The agreement concerns lotteries, betting or similar services where a statutory exception applies.
Article 9 – Prices
The prices shown in an offer will not change during the validity period of the offer, except where changes are caused by changes in VAT rates or other legally permitted circumstances.
If prices depend on factors that we cannot control, such as financial-market fluctuations, this will be stated in the offer and the displayed price may be an indication where legally permitted.
Price increases within three months after you placed your order are only allowed where they result from changes in legislation or regulations.
Price increases after those three months are only allowed if:
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They are based on changes in laws or regulations; or
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You have the right to cancel the agreement from the moment the price increase takes effect.
Depending on the destination country and applicable customs and tax rules, additional import VAT, customs duties, clearance fees or other charges may apply.
Where products are shipped directly from outside the European Union, the shipment may be subject to customs procedures and import charges in the destination country.
Responsibility for such charges depends on the applicable law, the shipping arrangement and the destination country. Where applicable, customers may be required to pay import charges or customs-related fees to the relevant authorities or delivery company.
All prices are subject to obvious typing, printing or technical errors. If we accidentally list an incorrect price due to an obvious error, we are not required to supply the product at that incorrect price.
Article 10 – Product Quality & Warranty
We promise that our products and services correspond with the description we provided, meet reasonable quality expectations and comply with the legal requirements applicable at the time of purchase.
If we have specifically agreed an additional characteristic or purpose, we will take that agreement into account.
Any additional warranty offered by Soul Crafters, a manufacturer or another party does not take away your statutory rights.
If you receive the wrong product, a damaged product or a product that appears to have a defect, please contact us as soon as reasonably possible at info@soul-crafters.com.
Please provide a clear description of the problem and, where relevant, photographs or videos showing the issue. This helps us assess the situation and find an appropriate solution.
A complaint about a product should be reported within a reasonable period after you discover the problem. A failure to report an issue immediately does not automatically remove statutory consumer rights.
Where a product is defective or does not conform to the agreement, we will provide an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include repair, replacement, price reduction or refund.
Any manufacturer's warranty does not replace or reduce the legal rights you have against Soul Crafters as the seller.
The warranty or remedy does not apply to problems caused by:
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Repairs or modifications made by you or another person without our approval;
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Incorrect, careless or improper use;
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Use contrary to the instructions supplied with the product;
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Damage caused after delivery through misuse or negligence;
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Normal wear and tear where applicable;
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Failure to follow safety instructions or product-specific instructions.
We are not responsible for a product failing to meet a purpose that was not agreed with us or that was not reasonably foreseeable based on the product information.
Article 11 – Delivery & Order Fulfillment
We’ll handle your order with reasonable care from the moment you place it until it is delivered.
Soul Crafters operates using a direct-fulfilment model. This means that products may be shipped directly from a manufacturer or supplier, including from outside the European Union, directly to the customer.
Many of our creative products are manufactured in China. Therefore, depending on the product and destination, your order may be shipped directly from China or another country rather than from the Netherlands.
The country of dispatch may vary depending on the product, supplier and destination.
The fact that a product is shipped directly from a manufacturer or supplier does not change your contractual relationship with Soul Crafters. Soul Crafters remains responsible as the seller for fulfilling the agreement and respecting applicable consumer rights.
We ship to the delivery address provided by you during checkout.
You are responsible for providing a complete and accurate delivery address. If an incorrect or incomplete address is provided and this results in a failed delivery, additional costs or the return of the package, we may charge reasonable costs where legally permitted.
Unless a different delivery period has been agreed, we will fulfil accepted orders without undue delay and generally within 30 days.
If delivery is delayed or a product becomes unavailable, we will inform you as soon as reasonably possible.
If the agreed delivery period is exceeded, you may have the right to give us an additional reasonable period to deliver and, where legally permitted, cancel the agreement if delivery still does not take place.
If an order cannot be delivered because the product is no longer available, we will inform you and refund amounts paid where required.
If we offer a comparable replacement product, you are not required to accept it unless you have agreed to the replacement.
If a replacement is accepted and you are legally entitled to return it, the applicable return rights remain in place.
The risk of loss or damage remains with us until the product has been delivered to you or to a person designated by you to receive the product, unless applicable law provides otherwise.
Delivery times shown on our website are estimates unless explicitly stated as guaranteed delivery dates.
Delays can occur due to circumstances outside our reasonable control, including customs procedures, carrier delays, weather conditions, public holidays, strikes or other logistical disruptions.
Where customs clearance is required, the delivery time may be extended by the time required for customs processing.
Article 12 – Subscriptions: duration, cancellation and renewal
Soul Crafters does not currently offer subscription-based product deliveries unless explicitly stated otherwise on the relevant product or checkout page.
If Soul Crafters introduces a subscription or ongoing service, the applicable subscription conditions, price, duration, renewal and cancellation rules will be clearly communicated before you enter into the agreement.
Where a subscription or ongoing agreement is offered, applicable consumer law regarding cancellation, renewal and notice periods will apply.
For an open-ended subscription or ongoing agreement, you may generally cancel in accordance with the applicable cancellation conditions and legally permitted notice period.
You can generally cancel a subscription using a method that is at least as easy as the method used to enter into the agreement, where required by law.
Any automatic renewal or trial period will be clearly communicated before you enter into the agreement.
Article 13 – Payment
Unless otherwise agreed, you must pay the amount due through one of the payment methods offered during checkout.
Payment must be completed before we are required to fulfil the order, unless otherwise agreed or required by law.
If you notice an error in your payment information, please let us know as soon as possible.
If you fail to pay an amount that is due, we may take reasonable steps to collect the outstanding amount, subject to applicable consumer protection rules.
Any additional costs relating to late payment or collection will only be charged where legally permitted and where the applicable conditions have been met.
Article 14 – Complaints
Got a complaint? Let us know as soon as possible after you notice that something is not right.
You can contact us at:
Soul Crafters
JW Quality E-Commerce
Grefkenstraat 20
6443 EK Brunssum
The Netherlands
Email: info@soul-crafters.com
Please describe the complaint clearly and completely and, where relevant, include your order number, photographs or other information that can help us understand the issue.
We aim to respond to complaints within 14 days after receiving them.
If we need more time to properly investigate the complaint, we’ll let you know within that period and provide an indication of when you can expect a more detailed response.
If we cannot resolve the complaint together, the matter may become a dispute and can be handled through the applicable dispute resolution or legal process.
Submitting a complaint does not automatically suspend payment or other obligations unless required by law or agreed by us in writing.
If we determine that a complaint is valid, we will provide an appropriate solution in accordance with applicable law. Depending on the circumstances, this may include replacement, repair, price reduction or refund.
Article 15 – Disputes
All agreements between Soul Crafters and consumers are governed by Dutch law, unless mandatory consumer protection rules in the country where the consumer lives provide otherwise.
Nothing in these Terms & Conditions is intended to remove or limit mandatory consumer rights that cannot legally be excluded.
If a dispute cannot be resolved amicably, it may be submitted to the competent court in accordance with applicable law and jurisdiction rules.
Article 16 – Creator Collaborations and Content Rights
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Definition
For the purposes of this article, "creator" means a natural or legal person who, at the invitation of the trader, receives one or more products free of charge in exchange for delivering visual and/or audiovisual material (hereinafter: "Content") for the benefit of the trader. -
Acceptance of terms
By accepting the collaboration briefing and/or by receiving the product provided free of charge, the creator agrees to the terms set out in this article, as well as to the other provisions of these Terms & Conditions insofar as applicable. -
Transfer of rights
Upon acceptance of these terms, the creator transfers all intellectual property rights, including copyright and related rights to the delivered Content, unconditionally, irrevocably and worldwide to the trader.
Insofar as such a transfer is not fully possible under applicable law, the creator grants the trader an exclusive, irrevocable, unlimited, worldwide, royalty-free, perpetual and transferable right of use, including the right to sublicense, to the Content.
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Purposes of use
The trader is entitled to use the Content without further consent from the creator for commercial and marketing purposes, including but not limited to:
a. Publication on the trader’s website(s);
b. Email and newsletter marketing;
c. Social media channels, including Instagram, TikTok, Facebook, Pinterest, YouTube and future platforms;
d. Paid advertising, Spark Ads, Partnership Ads and other online and offline advertising;
e. Physical and digital printed materials, packaging and product presentations;
f. Product pages, landing pages and other commercial communications;
g. Advertising campaigns operated by or on behalf of Soul Crafters.
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Use by Soul Crafters and JW Quality E-Commerce
The creator expressly agrees that the delivered Content may be used, without additional compensation, by Soul Crafters, JW Quality E-Commerce and any future brands operated by JW Quality E-Commerce, worldwide and in all manners described in paragraph 4. -
Editing rights
The trader has the right to edit, shorten, crop, combine with other content, translate and/or adapt the Content for use on different channels, in different markets and in different languages. -
Creator warranties
The creator warrants that:
a. The Content is original and was created by the creator themselves;
b. The Content does not infringe any rights of third parties, including copyrights, image rights, trademark rights or privacy rights;
c. All recognisable persons appearing in the Content have given their consent for the use described in this article, where required;
d. The Content does not contain unlawful, misleading or intentionally brand-damaging statements;
e. The creator has the authority to grant the rights described in this article.
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Indemnification
The creator indemnifies the trader against third-party claims arising from the creator’s breach of the warranties set out in paragraph 7, to the extent permitted by applicable law. -
Compensation
Where a product is provided free of charge as part of a creator collaboration, that product constitutes the agreed compensation for the delivered Content and the rights transferred or granted under this article, unless another compensation arrangement has been agreed in writing.
The creator is not entitled to additional compensation for the use of the Content by the trader unless explicitly agreed otherwise in writing.
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Duration
The rights granted under this article apply for an indefinite period and remain in full force after termination of the collaboration, subject to applicable mandatory law.
Direct Shipping Information
Because Soul Crafters uses a direct-fulfilment business model, some products may be shipped directly from a manufacturer or supplier to the customer.
This means that your package may originate from a country other than the Netherlands and may, depending on the product and destination, be shipped from China or another country outside the European Union.
We use this fulfilment model because many of the creative products we sell are manufactured directly by specialist manufacturers and suppliers. Shipping directly can avoid unnecessary intermediate warehousing and handling.
The use of a third-party manufacturer or fulfilment partner does not change the agreement between you and Soul Crafters. You purchase the product from Soul Crafters, and Soul Crafters remains responsible for its obligations as the seller.
Delivery times may vary depending on the destination, shipping method, customs procedures and other logistical circumstances.
Customers are responsible for providing a correct and complete delivery address.
Where applicable, import VAT, customs duties, clearance fees or other charges imposed by the destination country may apply. Such charges are determined by the relevant authorities and are outside our control.
Last updated: September 2026