Terms & Conditions

• General Terms & Conditions
• Additional Terms & Conditions WarrantyCare
• Data Processing Agreement

General Terms & Conditions Real Solutions Haarlem. Version 20-02-2026.

Click here for a printable version.

Article 1. General

• These general terms and conditions apply to all (including future) legal relationships between Real Solutions Haarlem and the Customer, unless the parties have expressly agreed otherwise in writing.
• These general terms and conditions replace any previous general terms and conditions issued by Real Solutions Haarlem.
• Real Solutions Haarlem reserves the right to amend these general terms and conditions unilaterally at any time in order to comply with its legal obligations. Such amendments also apply to agreements already concluded with the Customer. Amendments enter into force on the date stated in the announcement, or, if no date is stated, 30 days after publication. If the Customer does not agree with an amendment, the Customer must notify Real Solutions Haarlem in writing within 30 days after the date of publication.
• These general terms and conditions shall be interpreted in accordance with Dutch law. If one or more provisions of these terms and conditions are invalid or unenforceable, the remaining provisions shall remain in full force and effect.

Article 2. Personal data

• Real Solutions Haarlem will process Customer data only in accordance with its privacy policy. Personal data will only be shared with third parties insofar as necessary for the performance of the agreement (such as logistics, payment, IT and service) or where Real Solutions Haarlem is legally obliged to do so.
• Real Solutions Haarlem will comply with all applicable laws and regulations.
• The parties shall inform each other without undue delay of suspected security incidents that may be relevant to the performance of the agreement and shall reasonably cooperate in investigation, mitigation and any legally required notifications. Where applicable, further data protection arrangements will be laid down in a separate data processing agreement.

Article 3. Use of the website & webshop

• This website is operated and managed by Real Solutions Haarlem B.V. (hereinafter: 'Real Solutions Haarlem'), Chamber of Commerce no. 55022944, established at A. Hofmanweg 75, 2031BH Haarlem, the Netherlands, telephone +31 (0)88 927 72 77, e-mail: info@rshaarlem.com. For legal notices and questions regarding these terms and conditions: info@rshaarlem.com.
• The user declares to have received all information and advice necessary from Real Solutions Haarlem to use the website correctly, which is accessible at https://shop.rshaarlem.com/conditions.php
• In order to use the offered products and services, the user must identify themselves and will receive a username (login/e-mail address) and a password. The user remains at all times responsible for the confidentiality of the password and for any use of it that may occur without their knowledge. If there is any doubt about the confidentiality of the password, the user must immediately notify Real Solutions Haarlem by e-mail at: info@rshaarlem.com.
• The user must provide the necessary human and computer resources to ensure connectivity to the website. The user is solely responsible for the computer and human resources they deem necessary for this purpose.
• Access to the website is permitted only subject to acceptance of these general terms of use, which Real Solutions Haarlem may freely amend at any time by posting amendment notices or links to such notices directly on the website. Any notice may also be sent to the user by e-mail or regular mail.
• Any additional rules and guidelines are deemed an integral part of these terms and conditions. The user is therefore advised to consult the latest version of these terms regularly, which is permanently available at: https://shop.rshaarlem.com/conditions.php
• By accessing the website, the user agrees to provide accurate, up-to-date and complete information and to ensure that it is regularly updated. Otherwise, Real Solutions Haarlem is entitled to delete or terminate the account, or to deny access to the entire website or part thereof.
• In using the website, the user expressly undertakes to refrain from: any content that is unlawful, harmful, threatening, misleading, harassing, defamatory, vulgar, obscene, invasive of another person's privacy, hateful, racist or otherwise objectionable; consulting, displaying, downloading, sending or transmitting any content that would violate applicable national or international laws; attempting to cause errors for other users by unlawfully using the name or company name of other persons; downloading, displaying, sending or transmitting any content that infringes any patent, trademark, trade secret, intellectual property right or any other proprietary right belonging to another; downloading, displaying or transmitting any unsolicited or unauthorised advertising or promotional material (including 'spam', 'junk mail', chain letters or any other form of solicitation); downloading, displaying or transmitting any content containing computer viruses or any other code, file or program intended to interrupt, destroy or limit the functionality of any software, computer or telecommunication tool; any act that has a disruptive effect and impairs the ability of other users to access the website; interfering with or disrupting the service, servers or networks connected to the service, or refusing to comply with requirements, procedures, general rules or regulatory provisions applicable to networks connected to the website; harassing any other user(s) in any manner; collecting and storing personal data relating to other users.
• Real Solutions Haarlem warrants that the elements, services and functions made available to the user, if used in accordance with the specified instructions, are substantially in line with generally accepted standards, and that the software and all elements created by Real Solutions Haarlem and made available to the user comply with third-party rights and are generally not prohibited.
• In general, Real Solutions Haarlem is bound by an obligation of best efforts (inspanningsverbintenis).
• Real Solutions Haarlem shall in no event be liable for any direct or indirect damage suffered by the user in connection with the use of the website and/or its content. Likewise, Real Solutions Haarlem shall only be liable for its own wilful misconduct or gross negligence. Real Solutions Haarlem is not responsible for wilful misconduct or gross negligence of its appointees, principals and, in general, its agents.
• The user shall indemnify and hold harmless Real Solutions Haarlem against any claim in any of the following cases: loss of business opportunities or income in connection with the operation or non-operation, use or non-use of the website, or with content present or required to be present thereon; illegal or unauthorised intrusion by third parties into the web server or website of Real Solutions Haarlem; introduction of a computer virus into the web server or website of Real Solutions Haarlem; temporary bandwidth congestion; interruption of the internet connection for reasons beyond the control of Real Solutions Haarlem.
• The user acknowledges that the functions offered on the website may evolve. Certain functions may be discontinued and others may be added, without the user being able to consider access to any specific function as an acquired right. Likewise, Real Solutions Haarlem shall decide solely on the inclusion or removal of any content proposed on the website.
• Real Solutions Haarlem reserves the right at any time and for any reason to modify access to the website in whole or in part, or to temporarily or permanently suspend it, without having to notify the user in advance.
• This also applies, for example, in case of website maintenance or a significant change in the services and/or functions offered. Real Solutions Haarlem cannot be held liable for any direct or indirect damage related to a modification, discontinuation or interruption of access to the website, for whatever reason.
• The user is granted a non-transferable right of use (licence) to the website and its content, limited to business use within the user's own organisation. The duration of the right of use is limited to the validity period of the username and password provided by Real Solutions Haarlem. Without prior written consent of Real Solutions Haarlem, it is not permitted to reproduce, republish, scrape, distribute, resell or otherwise make available to third parties (parts of) website content, pricing information or data (including price feeds).
• Pricing information on the website is confidential and may under no circumstances be made available to third parties.
• The information, logos, drawings, trademarks, models, slogans, graphic maps etc. accessible via the website are protected by intellectual and/or industrial property rights.
• Unless Real Solutions Haarlem and/or the relevant third party expressly grants permission, the user may not modify, reproduce, rent, lend, sell, distribute or create derivative works based in whole or in part on elements present on the website. Consequently, it is prohibited (and the user may not authorise anyone else) to copy, modify, create derivative works, reverse engineer or otherwise attempt to find the source code, or to sell, assign, sublicense or transfer any right related to the website and its content, in any manner whatsoever.

Article 4. Retention of title

• Ownership of products shall not pass to the Customer, notwithstanding actual delivery, until the Customer has fully paid everything owed under any agreement with Real Solutions Haarlem, including interest and costs, also in relation to earlier or later deliveries and any work performed or to be performed in connection with the products.
• The Customer may not pledge, sell, resupply, dispose of or otherwise encumber the products before ownership has passed.

Article 5. Offers and conclusion of agreements

• Offers or quotations are to be considered an invitation to the potential Customer to make an offer. Real Solutions Haarlem is not bound thereby in any way unless expressly and unambiguously agreed in writing. Acceptance of the invitation to make an offer by the potential Customer constitutes an offer and only results in an agreement if the other provisions of this article are satisfied.
• Offers are valid while stocks last.
• An offer by the potential Customer as referred to in Article 5.1 is deemed to have been made in one of the following circumstances:
  - the potential Customer has completed the order form and sent it by fax to Real Solutions Haarlem and it has been received;
  - the potential Customer has expressly stated by telephone that they wish to receive a specific product and/or service;
  - a quotation has been signed by the Customer and received by Real Solutions Haarlem, if Real Solutions Haarlem issued a quotation in the Customer's name.
• An agreement is concluded when an order confirmation has been handed to the Customer or, if the offer was made via the website, has been sent by e-mail to the e-mail address provided by the Customer. Real Solutions Haarlem may revoke the agreement if the Customer does not meet the conditions or has not met them in the past. In such case, Real Solutions Haarlem will notify the Customer within ten (10) days after receipt of the order.
• The Customer and Real Solutions Haarlem expressly agree that valid agreements may be formed by electronic means of communication as soon as the conditions of Articles 5.3 and 5.4 have been satisfied. In particular, the absence of a handwritten signature does not detract from the binding force of the offer and its acceptance. The electronic records of Real Solutions Haarlem shall, insofar as permitted by law, constitute prima facie evidence.
• Information, images, oral statements, specifications etc. regarding all offers and the key characteristics of products provided by telephone or e-mail are presented as accurately as possible. However, Real Solutions Haarlem does not guarantee that all offers and products fully correspond to the information provided. Deviations shall in principle not entitle the Customer to compensation and/or termination.
• After the date of order confirmation, RSH is entitled, in case of cancellation by the Customer, to charge up to 25% of the agreed price, without prejudice to RSH's right to claim the remainder based on loss suffered and loss of profit.
• All quotations, price lists, brochures and other data provided by RSH, in any form whatsoever, are without obligation and are provided for information purposes only, unless expressly agreed otherwise in writing.
• Prices stated by RSH are based on cost prices applicable at the time of submission of the quotation as well as freight costs from RSH's business, warehouse or other storage location. Not included are installation, commissioning and demonstration costs, import duties, taxes, levies, exchange rate differences, additional transport costs and insurance costs, unless expressly agreed otherwise in writing.

Article 6. Prices

• All prices are stated in euros excluding VAT, in accordance with the applicable legal provisions.
• The Customer owes the price communicated by Real Solutions Haarlem in its confirmation pursuant to Article 5.5. Obvious (manipulation) errors in the price indication, such as evident inaccuracies, may also be corrected by Real Solutions Haarlem after the agreement has been concluded.
• Delivery costs for prepayment are € 9.50. Different rates apply for delivery outside the Netherlands. Certain payment methods may involve additional conditions regarding delivery method and costs, which will be clearly communicated to the Customer.
• In some cases promotional prices apply. Promotional prices are valid only for a certain period while stocks last. No rights can be derived from such prices before or after the stated period.
• If a price reduction is implemented after an agreement has been concluded, the buyer is not entitled to such reduction.
• Real Solutions Haarlem is entitled to pass on changes in (cost) price factors relating to the agreement, including but not limited to labour costs, exchange rates, packaging, taxes, levies or (the consequences of) other government measures and laws/regulations, to the Customer on a one-to-one basis. The Customer acknowledges that all prices quoted by Real Solutions Haarlem (also after order confirmation) are subject to (cost) price changes, which Real Solutions Haarlem may pass on to the Customer unilaterally at any time. This also applies to quoted (sales) prices for Products, which are directly linked to exchange rates and therefore fluctuate daily.
• If the prices stated by Real Solutions Haarlem appear to be based on an obvious calculation error, typing error or other obvious error, Real Solutions Haarlem will inform the Customer without delay after the error becomes known and is entitled to charge the correct prices retrospectively.

Article 7. Payment

• Unless agreed otherwise, the Customer shall pay the invoiced amount within 14 days net, within the term stated on the invoice, without being entitled to any discount not expressly agreed, and without being entitled to set-off or compensation. If the payment term is not stated on the invoice, the Customer shall pay within 30 days after invoice date.
• If the Customer has not fully paid the invoiced amount after expiry of the payment term, the Customer is in default by operation of law, without any notice of default being required.
• During the period of default, the Customer owes interest on the outstanding amount at the statutory interest rate plus 1.5%.
• All judicial and extrajudicial costs for collection of the amount owed by the Customer, including the costs of legal assistance, are for the Customer's account. The extrajudicial costs amount to at least 15% of the invoice amount.
• Payments made by the Customer shall always first serve to settle all interest and costs due and subsequently the payable invoices that have been outstanding the longest, even if the Customer states that payment relates to a later invoice. For invoices with the same date, payment shall be allocated pro rata.

Article 8. Delivery, delivery time, loss and/or damage

• Orders are delivered as soon as possible. The ultimate delivery period is 30 working days after receipt of the confirmation, except for prepayments in which case the ultimate delivery period is 30 working days after receipt of payment. In case of exceeding this period, the counterparty will be informed as soon as possible and will be given the opportunity to terminate the agreement or cancel the order.
• If the availability of an item is delayed by more than 5 working days after the order has been placed, for whatever reason, the Customer will be informed when the product will be available again. Real Solutions Haarlem aims to report delays to the Customer by telephone or e-mail within two working days.
• All shipments dispatched by Real Solutions Haarlem are sent with the service 'signature on delivery' and will only be offered at the delivery address provided by the Customer, unless expressly agreed otherwise. Once the shipment has been delivered at the delivery address provided by the Customer and a signature has been provided, a Proof of Delivery (POD) is created and the risk of the shipment and its contents passes to the Customer. The Customer must therefore check the shipment carefully for the correct number of packages and any transport damage before signing for the POD. In case of incomplete delivery or transport damage, the Customer must always note this with the carrier and subsequently notify Real Solutions Haarlem within 24 hours after the POD has been signed. If the Customer suspects that the shipment has been opened, torn or damaged, the contents must first be checked before signing. In case of loss of (part of) the contents, the shipment must be refused.
• Loss of the shipment, in whole or in part, fraud or any other form of shortage is at the Customer's risk and expense after a POD has been issued. The carrier's POD is always leading in this respect.
• Shortages must be reported to Real Solutions Haarlem no later than 24 hours after a POD has been issued. After these 24 hours, shortages will no longer be processed.
• If the Customer chooses a transport method or alternative transport methods themselves, the risk of the shipment and its contents passes to the Customer as soon as the shipment has left the Real Solutions Haarlem warehouse.
• Real Solutions Haarlem has no liability whatsoever for consequential or business loss, indirect loss and loss of profit or turnover caused by delayed delivery (delay damages).
• Different conditions may apply for deliveries abroad.

Article 9. Warranty and liability

• For products supplied by Real Solutions Haarlem, only the warranty provided by the manufacturer of the relevant product applies. During such warranty period, Real Solutions Haarlem acts solely as an intermediary/service desk.
• Real Solutions Haarlem shall never be obliged to pay any compensation to the Customer or others, unless there is intent (wilful misconduct) or gross negligence on its part. Real Solutions Haarlem has no liability for consequential or business loss, indirect loss and loss of profit or turnover.
• If Real Solutions Haarlem is obliged for any reason to compensate any loss, Real Solutions Haarlem is only obliged, at its discretion, to repair, replace or credit the defective items. Any compensation shall never exceed an amount equal to the invoice value relating to the product or service that caused the loss, without the Customer being able to claim any other compensation whatsoever.
• Without prejudice to the provisions of this article, there is no warranty if wear and tear can be considered normal or if the original invoice cannot be produced, has been altered or made illegible.
• The warranty does not apply if defects are wholly or partly the result of incorrect, careless or unskilled use, use for purposes other than normal business use, external causes such as fire or water damage, or if damage has arisen through intent, gross carelessness or negligence, or if the goods have been altered or maintained by parties other than Real Solutions Haarlem.
• The Customer shall indemnify Real Solutions Haarlem against any claim by third parties in connection with the performance of the agreement, insofar as the law does not preclude that the relevant loss and costs should be borne by the Customer.
• If products are outside the warranty period or have damage as a result of improper use (e.g. drop or moisture damage, or damage incurred during shipment of the defective product to Real Solutions Haarlem), the Customer will receive a written quotation before repair is carried out. If the Customer does not accept the quotation, the Customer thereby relinquishes the product or the product will be returned at the Customer's expense.

Article 10. Return conditions

• General
  Any request for a return must be submitted digitally via https://www.rshaarlem.com/rma_form/ and approved by the support team of Real Solutions Haarlem.
  Products may only be returned after receipt of a valid RMA number. Returns without a valid RMA number will not be accepted and/or processed.
  An RMA number is valid up to and including 8 working days after issue; the relevant products must be delivered to us within this period. After 8 working days, the RMA number expires and the request is automatically closed. A new return request must then be submitted.
  Only products purchased from Real Solutions Haarlem can be returned. This will be checked on the basis of invoice and/or serial numbers.
  Products not purchased via Real Solutions Haarlem but offered for service may be accepted by mutual consultation. Any costs associated therewith will be communicated to the Customer in advance. After the Customer's approval of the fees, a valid RMA number will be issued.
• Technical return conditions
  Returned products must always be packaged properly for transport to prevent damage to the product and product packaging. If Real Solutions Haarlem receives products that are inadequately packaged, packaging costs of EUR 5 ex VAT for return transport plus compensation for any damage to the product may be charged. To avoid unnecessary damage, problems or delays, the following measures must be taken:
  
  • always make one or more backups of your data and erase your data carefully before returning data carriers,
  • warranty applies only to defects covered under the manufacturer's warranty. Software (including viruses) is not covered by warranty.
  • where applicable, include communication with the manufacturer and state a manufacturer ticket number for faster processing.
  • anonymise any Customer data on invoices and communication if such data differs from your own data.
  • Accessories that do not originally belong to the original and defective product, such as hard drives, memory modules, etc., should not be included. Real Solutions Haarlem is not responsible for loss, damage or any other form of loss relating to accessories and/or items other than those for which the return has been accepted.
  Products returned to Real Solutions Haarlem can only be sent to the following address:
  
  Real Solutions Haarlem BV
  Return: [RMA-NUMBER]
  A. Hofmanweg 75
  2031BH Haarlem
  
  The RMA-NUMBER must be clearly stated on the outer box and not on the product box to avoid damage to the original box. Always also mention the RMA-NUMBER on the shipping documents.
  
• Responsibility and privacy
  Responsibility and shipping costs for returning products are for the Customer's account unless agreed otherwise. Damaged, unpaid or insufficiently prepaid returns will not be accepted.
  Real Solutions Haarlem handles products and data with the greatest possible care. The Customer remains responsible for its own data and backups, and for compliance with applicable data protection laws (including the GDPR) in relation to the Customer's own systems and data. Real Solutions Haarlem is not liable for (i) loss or corruption of data, or (ii) security incidents or data breaches relating to the Customer's systems, accounts or data, except in case of wilful misconduct or gross negligence of Real Solutions Haarlem.
  

Article 11. Reasons for returns

• Defective products (RMA)
  Real Solutions Haarlem provides no warranty other than the warranty offered by the manufacturer for the relevant product, unless agreed otherwise in writing. Real Solutions Haarlem facilitates warranty and service handling in accordance with the manufacturer's warranty terms and procedures. Only where the manufacturer does not offer a return procedure, Real Solutions Haarlem will handle warranty on a bring-in/return basis, provided the product meets the warranty terms. If no defect is found (No Fault Found, NFF), the item will be returned to the Customer and Real Solutions Haarlem is entitled to charge investigation and shipping costs, with a minimum of EUR 25 ex VAT per NFF.
• Incorrect delivery by Real Solutions Haarlem (short shipment)
  Any incorrect delivery (wrong product, too many, too few, etc.) must be reported within 3 working days after arrival to the Real Solutions Haarlem support team via info@rshaarlem.com stating the order number or invoice number.
  Only unopened products in original condition, without damage to the box, will be accepted for return shipment. Transport costs for return shipment will be borne by Real Solutions Haarlem.
• Damaged delivery by Real Solutions Haarlem (damaged delivery)
  Any visible damage to the outside of an outer box or pallet must be reported to the delivery person as a note on the proof of delivery and also within 3 working days to the Real Solutions Haarlem support team via info@rshaarlem.com stating the order number or invoice number, preferably with a photo of the damage. If it is likely or visible that the contents have also been damaged due to transport damage, the shipment must be refused. Transport costs for return shipment will be borne by Real Solutions Haarlem.
• Specific/exotic products (CRMA)
  Products that were specifically ordered and/or assembled for the Customer from a manufacturer, supplier or Real Solutions Haarlem and are marked online with the status "Not in stock, delivered on order" or otherwise made known to the Customer, or where it may reasonably be assumed that the order was specially assembled or ordered, cannot be taken back by Real Solutions Haarlem. If a manufacturer, supplier or Real Solutions Haarlem accepts a return under goodwill, Real Solutions Haarlem or the manufacturer/supplier is entitled to charge (restocking) costs. Transport costs and responsibility for the return are for the Customer's account.
• Unsold stock, wrong or cancelled order by the Customer (CRMA)
  Returns are only possible after approval by Real Solutions Haarlem and under the following conditions, unless otherwise agreed in writing by both parties:
  
  • Product is a standard stock item
  • The product is undamaged and unused
  • The product is in the original, undamaged and unopened packaging
  • Return request within 1 month after invoice date
  Real Solutions Haarlem has the right at all times to refuse returns or to charge a minimum of 15% restocking fee on the purchase value, with a minimum of EUR 25 ex VAT per item. Returns with a value below EUR 25 ex VAT will not be accepted. In case of DOA/warranty handling, such costs will in principle not be charged if the defect is attributable to the product. Real Solutions Haarlem retains the right to charge costs and may, in exceptional situations, deviate from these rules at its discretion. Transport costs and responsibility for the return are for the Customer's account.

Article 12. Force majeure

• In case of force majeure, Real Solutions Haarlem is not obliged to perform its obligations towards the Customer; the obligation is suspended for the duration of the force majeure.
• Force majeure means any circumstance beyond its control that prevents Real Solutions Haarlem from fulfilling its obligations towards the Customer in whole or in part. Such circumstances include, but are not limited to, strikes, fire, business disruptions, power outages, disruptions in a (telecommunications) network or connection or communication systems used and/or the unavailability of the website at any time, late or non-delivery by suppliers, international conflicts, labour unrest among Real Solutions Haarlem personnel or any third parties providing services to Real Solutions Haarlem, boycotts or measures by any government. This list is not exhaustive.

Article 13. Applicable law and disputes

• Dutch law applies to all offers, orders and agreements of Real Solutions Haarlem.
• Disputes between Real Solutions Haarlem and the Customer will be submitted to the competent court in the district of Haarlem (the Netherlands).

Article 14. Retention of title (Nur Deutsche Kunden / Only for German customers)

EIGENTUMSVORBEHALT

• Das Eigentum an den gelieferten Waren bleibt zur Sicherung aller Ansprüche vorbehalten, die uns aus der gegenwärtigen und künftigen Geschäftsverbindung bis zum Ausgleich aller Salden gegen den Abnehmer und seine Konzerngesellschaften zustehen. Unser Eigentum erstreckt sich auf die durch Verarbeitung der Vorbehaltsware entstehende neue Sache. Der Abnehmer stellt die neue Sache unter Ausschluss des eigenen Eigentumserwerbs für uns her und verwahrt sie für uns. Hieraus erwachsen ihm keine Anspräche gegen uns.
• Bei einer Verarbeitung unserer Vorbehaltsware mit Waren anderer Lieferanten, deren Eigentumsrechte sich ebenfalls an der neuen Sache fortsetzen, erwerben wir zusammen mit diesen Lieferanten – unter Ausschluss eines Miteigentumserwerbs des Abnehmers - Miteigentum an der neuen Sache, wobei unser Miteigentumsanteil dem Verhältnis des Rechnungswertes unserer Vorbehaltsware zu dem Gesamtrechnungswert aller mitverarbeiteten Vorbehaltswaren entspricht.
• Der Abnehmer tritt bereits jetzt seine Forderungen aus der Veräußerung von Vorbehaltsware aus unseren gegenwärtigen und künftigen Warenlieferungen mit sämtlichen Nebenrechten im Umfang unseres Eigentumsanteils zur Sicherung an uns ab.
• Bei Verarbeitung im Rahmen eines Werksvertrages wird die Werklohnforderung in Höhe des anteiligen Betrages unserer Rechnung für die mitverarbeitete Vorbehaltsware schon jetzt an uns abgetreten.
• Solange der Abnehmer seinen Verpflichtungen aus der Geschäftsverbindung an uns ordnungsgemäß nachkommt, darf er über die in unserem Eigentum stehende Ware im ordentlichen Geschäftsgang verfügen und die an uns abgetretenen Forderungen selbst einziehen.
• Bei Zahlungsverzug oder begröndeten Zweifeln an der Zahlungsfähigkeit oder Kreditwärdigkeit des Abnehmers sind wir berechtigt, die abgetretenen Forderungen einzuziehen und die Vorbehaltsware zurückzunehmen.
• Scheck-/Wechselzahlungen gelten erst nach Einlösung der Wechsel durch den Abnehmer als Erfüllung.
• Hinsichtlich der Vereinbarung von Eigentumsvorbehaltsrechten gilt ausschließlich deutsches Recht.

Additional terms and conditions regarding WarrantyCare service products

• The purchase agreement relating to the purchased product with WarrantyCare and the associated statutory obligations will not be assumed from the selling party. Complaints, credit notes, exchanges and/or upgrades can only be performed by the selling party. WarrantyCare only takes over the handling of the manufacturer's warranty by facilitating the handling as a service point.
• For manufacturer's warranty, the manufacturer's warranty terms prevail unless otherwise agreed through an upgrade from WarrantyCare Basic to an Advanced or Premium package. (See here for the terms and conditions of Synology).
• WarrantyCare is not responsible for loss or loss of revenue as a result of data loss, delays in the repair process or shipment caused by force majeure. If WarrantyCare is nevertheless held liable, any compensation payable will never exceed the (total) amount charged by WarrantyCare to the Customer for its service.

Always make a backup of your data.

• Always ship the item well packed and, if applicable, with signature on delivery and insured. The sender is always responsible for the shipment until the moment of transfer to WarrantyCare.
• Insufficiently prepaid shipments will not be accepted and will be returned to sender.

Additional terms for Real Solutions Haarlem OUTLET items

Outlet items and the corresponding stock levels are maintained almost in real time. Prices are per unit excluding VAT ex Haarlem.

• Products are allocated on a "first come, first served" basis and "while supplies last".
• Reserving products is not possible.
• Real Solutions Haarlem is not obliged to supply an equivalent or similar product, nor to grant price compensation if it appears that the product is no longer available at the time of ordering.
• Warranty on outlet B-Stock products is limited:
• The relevant manufacturer's warranty terms apply, provided the warranty claim is acknowledged by the manufacturer.
• Warranty claims must be submitted directly to the manufacturer unless stated otherwise.
• Real Solutions Haarlem is fully indemnified against any warranty claims.
• Warranty on outlet C-Stock products is limited:
• No manufacturer's warranty applies unless stated otherwise.
• Warranty is limited to proper functioning of the product.
• A return/right of inspection period of 4 working days applies.
• Real Solutions Haarlem is fully indemnified against any warranty claims.

Where the Outlet Conditions deviate from the General Terms & Conditions, the Outlet Conditions apply.

Data Processing Agreement

Version 20-02-2026

This data processing agreement is an appendix to the "General Terms & Conditions Real Solutions Haarlem. Version 20-02-2026." (hereinafter: the Main Agreement) between Customer (hereinafter: Controller) and Real Solutions Haarlem B.V. (hereinafter: Processor).

Article 1. Purposes of processing

1. Processor undertakes, under the terms of this Data Processing Agreement, to process personal data on behalf of the Controller. Processing will take place exclusively within the framework of the Main Agreement and for handling orders and payments for products or services of the Controller, plus purposes reasonably related thereto or determined with further consent.
2. The personal data processed by Processor under the activities referred to in the previous paragraph and the categories of data subjects from whom such data originates are included in Appendix 1. Processor will not process the personal data for any purpose other than as determined by the Controller. The Controller will inform the Processor of the processing purposes insofar as these are not already stated in this Data Processing Agreement.
3. The personal data to be processed on behalf of the Controller remain the property of the Controller and/or the relevant data subjects.

Article 2. Processor obligations

1. With regard to the processing referred to in Article 1, the Processor shall ensure compliance with applicable laws and regulations, including in any event the laws and regulations in the field of personal data protection, such as the General Data Protection Regulation (GDPR).
2. The Processor shall, upon the Controller's first request, inform the Controller about the measures taken to meet its obligations under this Data Processing Agreement.
3. The Processor's obligations arising from this Data Processing Agreement also apply to those who process personal data under the authority of the Processor, including but not limited to employees, in the broadest sense of the word.
4. The Processor shall immediately notify the Controller if, in its opinion, an instruction from the Controller violates the laws referred to in paragraph 1.
5. The Processor shall, insofar as within its power, provide assistance to the Controller for carrying out data protection impact assessments (DPIAs).

Article 3. Transfer of personal data

1. The Processor may process personal data in countries within the European Union. In addition, the Processor may transfer personal data to a country outside the European Union, provided that country ensures an adequate level of protection and the Processor complies with the other obligations under this Data Processing Agreement and the GDPR.
2. In particular, when determining an adequate level of protection, the Processor will take into account the duration of the intended processing, the country of origin and the country of final destination, the general and sectoral rules of law applicable in the relevant country, as well as the professional rules and security measures observed in those countries.

Article 4. Allocation of responsibilities

1. The permitted processing will be carried out by employees of the Processor within an automated environment.
2. The Processor is solely responsible for the processing of personal data under this Data Processing Agreement, in accordance with the Controller's instructions and under the Controller's express (final) responsibility. For other processing activities, including but not limited to collection of personal data by the Controller, processing for purposes not communicated by the Controller to the Processor, processing by third parties and/or for other purposes, the Processor is expressly not responsible.
3. The Controller guarantees that the content, use and instruction to process personal data as referred to in this Data Processing Agreement are lawful and do not infringe any third-party rights.

Article 5. Engagement of third parties or subcontractors

1. The Processor may use only the third parties listed in Appendix 2 in the context of this Data Processing Agreement without additional consent of the Controller, which consent may be subject to additional conditions.
2. The Processor shall ensure that these third parties undertake in writing at least the same obligations as agreed between the Controller and the Processor.
3. The Processor warrants proper compliance by these third parties with the obligations under this Data Processing Agreement and, in case of faults by such third parties, the Processor shall be liable for all damage as if it had committed the fault(s) itself.

Article 6. Security

1. The Processor shall use best efforts to take sufficient technical and organisational measures with regard to the processing of personal data to protect against loss or any form of unlawful processing (such as unauthorised access, alteration or disclosure).
2. The Processor does not guarantee that security will be effective under all circumstances. If an expressly described level of security is absent, the Processor shall use best efforts to ensure a level of security that is not unreasonable in view of the state of the art, the sensitivity of the personal data and the costs of implementing security measures.
3. The Controller shall only provide personal data to the Processor for processing if it has ensured that the required security measures have been taken. The Controller is responsible for compliance with the measures agreed between the parties.

Article 7. Data breach notification

1. The Controller is at all times responsible for notifying a security incident and/or personal data breach to the supervisory authority and/or data subjects where and insofar as a legal obligation applies. In order to enable the Controller to comply with such obligation, the Processor shall notify the Controller without undue delay of suspected security incidents and/or personal data breaches and shall provide the information reasonably necessary to enable (where required) notifications.
2. The notification obligation includes at least notifying the fact that an incident has occurred. In addition, the notification obligation includes:
   • the nature of the personal data breach, where possible indicating the categories and approximate number of data subjects and personal data records concerned;
   • the name and contact details of the data protection officer or other contact point where more information can be obtained;
   • the likely consequences of the personal data breach;
   • the measures proposed or taken by the Processor to address the personal data breach, including, where appropriate, measures to mitigate its possible adverse effects.

Article 8. Handling data subject requests

1. If a data subject submits a request to exercise their statutory rights to the Processor, the Processor shall forward the request to the Controller, and the Controller shall handle the request further. The Processor may inform the data subject thereof.

Article 9. Confidentiality

1. All personal data received by the Processor from the Controller and/or collected by the Processor itself in the context of this Data Processing Agreement is subject to a duty of confidentiality towards third parties. The Processor shall not use this information for any purpose other than that for which it was obtained, even if it has been put into a form that does not allow attribution to data subjects.
2. This duty of confidentiality does not apply insofar as the Controller has given express consent to provide the information to third parties, where disclosure is logically necessary given the nature of the instruction and the performance of this Data Processing Agreement, or where there is a legal obligation to disclose information to a third party.

Article 10. Audit

1. The Controller has the right to have audits carried out by an independent third party bound by confidentiality to verify compliance with all provisions of the Data Processing Agreement and everything directly related thereto.
2. Such audit may take place once per year.
3. The Processor shall cooperate with the audit and shall make all reasonably relevant information available in a timely manner, including supporting data such as system logs, and personnel.
4. The findings of the audit shall be assessed by the parties in mutual consultation and, based thereon, may be implemented by one of the parties or jointly by both parties.
5. The costs of the audit shall be borne by the Controller.

Article 11. Liability

1. The Processor's liability for damage resulting from an attributable failure to perform the Data Processing Agreement, tort or otherwise, is excluded. To the extent such liability cannot be excluded, it is limited per event (a series of successive events counts as one event) to compensation of direct damage, up to a maximum of the fees received by the Processor for the activities under this Data Processing Agreement over the month preceding the damage-causing event. The Processor's liability for direct damage shall in total never exceed EUR 10,000.00.
2. Direct damage shall exclusively mean all damage consisting of:
   • damage directly caused to tangible property ("property damage");
   • reasonable and demonstrable costs to urge the Processor to properly perform the Data Processing Agreement;
   • reasonable costs to establish the cause and extent of the damage insofar as relating to direct damage as referred to herein; and
   • reasonable and demonstrable costs incurred by the Controller to prevent or limit direct damage as referred to herein.
3. The Processor's liability for indirect damage is excluded. Indirect damage means any damage that is not direct damage and includes, but is not limited to, consequential damage, lost profit, missed savings, reduced goodwill, business interruption damage, damage from failure to determine marketing purposes, damage related to the use of data or files prescribed by the Controller, or loss, corruption or destruction of data or files.
4. The exclusions and limitations in this article do not apply if and insofar as the damage is the result of intent or deliberate recklessness of the Processor or its management.
5. Unless performance by the Processor is permanently impossible, liability of the Processor for an attributable failure to perform the Agreement arises only if the Controller promptly puts the Processor in default in writing, granting a reasonable period to remedy the failure, and the Processor remains in default after that period. The notice of default must contain as complete and detailed a description of the failure as possible to enable the Processor to respond adequately.
6. Any claim for damages by the Controller against the Processor that has not been specified and explicitly reported shall lapse by operation of law after twelve (12) months from the moment the claim arose.

Article 12. Term and termination

1. This Data Processing Agreement is concluded by the Controller's acceptance of the Processor's General Terms & Conditions.
2. This Data Processing Agreement is entered into for the duration as determined in the Main Agreement between the parties and, failing that, in any case for the duration of the cooperation.
3. Once the Data Processing Agreement has ended for any reason and in any manner, the Processor shall, at the Controller's choice, return all personal data in its possession in original or copy form to the Controller and/or delete and/or destroy such original personal data and any copies thereof.
4. This Data Processing Agreement may be amended in the same manner as the Main Agreement.

Appendix 1: Specification of personal data and data subjects

Personal data

In the context of Article 1.1 of the Data Processing Agreement, the Processor will process the following personal data on behalf of the Controller:

• Name and address details
• Telephone number
• E-mail address

Of the categories of data subjects:

• Customers

The Controller warrants that the personal data and categories of data subjects described in this Appendix 1 are complete and correct, and indemnifies the Processor against any defects and claims resulting from an incorrect description by the Controller.

Appendix 2: Third parties

Engagement of third parties

The Processor has permission to engage third parties in the following categories in the context of performing the agreement.

• Carriers
• Suppliers
• Manufacturers

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