Terms and Conditions

These Terms and Conditions apply whenever you use our online shop or place an order via it. The Terms and Conditions contain important information for you as a buyer. You should therefore read them carefully. We also recommend that you save or print these terms and conditions so that you can refer to them again at a later date.

Terms and Conditions of BAP Medical B.V.
Version 3.0 – September 2026
Download (PDF)

Article 1. Definitions

1.1. Terms and Conditions: these Terms and Conditions.

1.2. Consumer: the natural person who, not acting in the course of a profession or business, enters into a Contract with BAP Medical and/or has registered on the Online Shop.

1.3. BAP Medical: BAP Medical B.V., with its registered office in Apeldoorn and registered with the Chamber of Commerce under registration number 08149584, as well as all companies affiliated with and subsidiaries of BAP Medical B.V., including DOS Medical B.V.

1.4. Brand: the various brands of BAP Medical, including: AnaMel, Alhydran, Bapscarcare, BAP Medical Skin Supplements, Binamed, Cara C’air, DermaSilk, DerMel, NasuMel, RhinBlock, OtoMel, Scarban and Wound.

1.5. Agreement: any arrangement or agreement between BAP Medical and the Consumer, of which the General Terms and Conditions form an integral part.

1.6. Party: a party to the Agreement, or both parties collectively.

1.7. Website: BAP Medical’s website, accessible via bapmedical.com and all associated subdomains.

1.8. Online shop: the various online shops operated by BAP Medical, accessible via dermatologie-winkel.nl, kno-winkel.nl and all associated subdomains.

1.9. Prescription form: the prescription form, available on a Brand’s Website, which enables the Consumer to place an order eligible for reimbursement by the health insurer. Without the completed prescription form, the order will not be eligible for reimbursement by the health insurer.

Article 2. Applicability of the General Terms and Conditions

2.1. BAP Medical provides information via the Website about the products that Consumers can purchase from the Webshops. Products cannot be purchased directly on the Website itself. Consumers are redirected via the Website to the Webshop, where they can purchase products.

2.2. The General Terms and Conditions apply to all offers, Agreements and deliveries by BAP Medical, unless expressly agreed otherwise in writing.

2.3. If the Consumer includes in their order, confirmation or notice of acceptance any terms or conditions that deviate from, or are not contained in, the General Terms and Conditions, these shall only be binding on BAP Medical if and insofar as they have been expressly accepted in writing by BAP Medical.

2.4. In the event that, in addition to these General Terms and Conditions, specific product or service terms and conditions also apply, those terms and conditions shall also apply; however, in the event of conflicting terms and conditions, the Consumer may always rely on the applicable provision that is most favourable to them.

2.5. These General Terms and Conditions do not apply to orders placed via a Prescription Form. Such orders are subject to the separate terms and conditions applicable to them.

Article 3. Prices and information

3.1. All prices stated on the Online Shop and in other materials originating from BAP Medical include VAT and, unless otherwise stated on the Online Shop, other government-imposed levies.

3.2. If delivery charges are applicable, this will be clearly stated in good time before the Agreement is concluded. Furthermore, these charges will be shown separately during the ordering process.

3.3. The content of the Webshop has been compiled with the utmost care. However, BAP Medical cannot guarantee that all information on the Webshop is accurate and complete at all times. All prices and other information on the Webshop and in other materials originating from BAP Medical are therefore subject to obvious programming and typographical errors.

3.4. BAP Medical cannot be held responsible for (colour) variations resulting from screen quality.

Article 4. Formation of the Contract

4.1. Any offer made by BAP Medical is non-binding and remains valid whilst stocks last or for the period specified in the offer.

4.2. An offer made by means of a quotation or price estimate is valid for up to thirty (30) days after the date stated therein, or, failing that, the date on which it was sent by BAP Medical to the Consumer, unless a different period of validity is specified in the offer. If the Consumer accepts an offer after the expiry of the aforementioned period, BAP Medical is under no obligation to accept the Consumer’s acceptance. If BAP Medical nevertheless proceeds with acceptance, the Contract shall still be concluded on the condition that BAP Medical’s acceptance takes place within thirty (30) days of the day on which BAP Medical receives the Consumer’s acceptance.

4.3. Contracts are not concluded by placing an order, but exclusively by means of a written order confirmation from BAP Medical. The written confirmation is deemed to accurately and fully reflect the Contract, unless the Consumer has raised an objection to its content within two (2) days of receipt.

4.4. Once payment has been made, the Consumer may no longer amend the order themselves. If the Consumer wishes to amend the order, they must contact BAP Medical.

4.5. If it transpires that incorrect details were provided by the Consumer when placing an order or otherwise entering into the Contract, BAP Medical is entitled to fulfil its obligation only after the correct details have been received.

4.6. BAP Medical may, within the legal framework, ascertain whether the Consumer is able to meet their payment obligations, as well as all facts and factors relevant to the responsible conclusion of the Agreement. If, on the basis of this investigation, BAP Medical has valid grounds for not entering into the Agreement, it is entitled to refuse an order or request, stating its reasons, or to attach special conditions to its performance, such as payment in advance.

Article 5. Registration

5.1. To make the best use of the Webshop, the Consumer may register via the account registration option on the Webshop.

5.2. During the registration process, the Consumer chooses a username and password with which they can log in to the Webshop after registration. The Consumer is personally responsible for choosing a sufficiently secure password.

5.3. The Consumer must keep their login details – their username and password – strictly confidential. BAP Medical shall not be liable for any misuse of the login details and may always assume that a Consumer logging in to the Webshop is in fact that Consumer. Everything that takes place via the Consumer’s account is the responsibility and risk of the Consumer.

5.4. If the Consumer knows or suspects that their login details have fallen into the hands of unauthorised persons, they must change their password as soon as possible and/or notify BAP Medical thereof, so that BAP Medical can take appropriate measures.

5.5. When creating an account on the Webshop, the Consumer may subscribe to the BAP Medical newsletter. The Consumer may also subscribe to the newsletter without creating an account.

Article 6. Performance of the Agreement

6.1. Once the Agreement has been concluded, BAP Medical shall exercise due care in performing the Agreement.

6.2. As soon as the order has been received by BAP Medical, BAP Medical shall dispatch the products as soon as possible, subject to the provisions of paragraph 3 of this article.

6.3. BAP Medical is entitled to engage third parties in the performance of the obligations arising from the Agreement.

6.4. Unless expressly agreed otherwise, products shall be delivered to the first threshold on the ground floor of the premises at the address provided by the Consumer to BAP Medical for delivery.

6.5. The delivery time is, in principle:

• Parcel in the Netherlands: 1 working day (delivery also on Saturdays);
• Parcel in Belgium: 1 to 2 working days;
• Letterbox parcel in the Netherlands: 2 to 5 working days.

6.6. Orders received and paid for on working days before 13:00 will be dispatched the same day. Orders placed on working days after 13:00, at weekends and on public holidays will be dispatched on the next working day. Delivery may take place in various ways and is at the discretion of BAP Medical.

6.7. Agreed delivery times or those communicated by BAP Medical are indicative and will be adhered to as far as possible. If BAP Medical is unable to deliver the products within the agreed timeframe, it will notify the Consumer accordingly. In such cases, the Consumer may agree to a new delivery date or be given the option to terminate the Contract free of charge.

6.8. BAP Medical advises the Consumer to inspect the delivered products and to report any defects found within a reasonable time, preferably in writing. See the section on warranty and conformity for further details.

6.9. As soon as the products to be supplied have been delivered to the specified delivery address, the risk in respect of these products passes to the Consumer. Unless expressly agreed otherwise, the risk passes to the Consumer at an earlier stage. If the Consumer decides to collect the products, the risk passes upon handover of the products.

6.10. BAP Medical is entitled to supply a product of similar quality to the one ordered if the ordered product is no longer available. In such cases, the Consumer is entitled to terminate the Contract free of charge and to return the product free of charge.

Article 7. Right of withdrawal

7.1. The Consumer has the right to terminate the distance contract with BAP Medical free of charge within fourteen (14) days of receiving the product, without giving any reason.

Please note: Opened hygiene products are excluded from the right of withdrawal
Virtually all the products we sell are hygiene products. These products are excluded from the right of withdrawal if the product packaging has been opened. After all, it is then no longer possible to prove that the product is unused. As our products are used to treat (serious) medical conditions, we cannot accept returns where the product packaging has been opened (where the seal has been broken) due to hygiene and health risks. See Article 7.10

Please note: Medicines are excluded from the right of withdrawal:
Medicines are excluded from the right of withdrawal. This applies to both opened and unopened packaging. See Article 7.10.

7.2. The period commences on the day after the Consumer, or a third party designated by them in advance (who is not the carrier), has received the product, or:

1. if the Consumer has ordered multiple products in the same order: the day on which the Consumer, or a third party designated by them, has received the last product;
2. if the delivery of a product consists of several consignments or parts: the day on which the Consumer, or a third party designated by them, has received the last consignment or the last part;
3. in the case of Contracts for the regular supply of products over a specified period: the day on which the Consumer, or a third party designated by them, has received the first product.

7.3. If the Consumer uses the freepost address provided by BAP Medical when returning the product, the return is free of charge for the Consumer. If the Consumer does not use the freepost address when returning the product, the Consumer must bear the return costs themselves. If these costs exceed the standard postage rate, BAP Medical will provide an estimate of these costs.

7.4. Within the withdrawal period referred to in paragraph 1, the Consumer shall handle the product and its packaging with care. The basic principle here is that this inspection must not go beyond what the Consumer would be able to do in a physical shop. For this reason, the Consumer is not permitted to break the (hygiene) seal.

7.5. The Consumer is only liable for any reduction in the value of the product resulting from handling the product in a manner that goes beyond what is permitted in the previous paragraph.

7.6. The Consumer may withdraw from the Contract within the time limit set out in paragraph 1 of this article by sending the model withdrawal form (digitally) to BAP Medical, or by notifying BAP Medical in some other unambiguous manner that they are cancelling the purchase. In the event of a digital notification, BAP Medical will confirm receipt of that notification. Following termination, the Consumer has a further fourteen (14) days to return the product. It is also possible to return the product immediately within the cooling-off period set out in paragraph 1 of this article, provided that the model withdrawal form or another unambiguous statement of withdrawal is enclosed.

7.7. Products may be returned to:

BAP Medical B.V.
Laan van Westenenk 64
7336 AZ Apeldoorn
The Netherlands

7.8. Any amounts already paid (in advance) by the Consumer will be refunded to the Consumer as soon as possible, but no later than 30 days after the termination of the Contract. Unless BAP Medical offers to collect the product itself, BAP Medical may defer the refund until it has received the product.

7.9. The Online Shop clearly states, in good time before the conclusion of the Contract, whether or not the right of withdrawal applies and any required procedure.

7.10. The right of withdrawal does not apply to:

• medicines;
• products which, for reasons of health protection or hygiene, are not suitable for return and whose seal has been broken following delivery; and
• the supply of products manufactured to the Consumer’s specifications, which are not prefabricated and which are manufactured on the basis of an individual choice or decision by the Consumer, or which are clearly intended for a specific person.

We sell only a few products that do not fall under the above exceptions. The right of withdrawal does, however, apply to the following products:

• Flaem Olly humidifier
• Flaem battery for Wineb-Go

Download the withdrawal form (PDF)

Article 8. Payment

8.1. The Consumer must make payments to BAP Medical in accordance with the payment methods specified in the ordering process and, where applicable, on the Webshop. BAP Medical is free to choose which payment methods to offer, and these may also change from time to time.

8.2. If the Consumer fails to meet their payment obligation(s) on time, and after BAP Medical has notified them of the late payment and granted them a period of fourteen (14) days to fulfil their payment obligations, should payment still not be made within this fourteen-day period (14), statutory interest shall be payable on the outstanding amount, and BAP Medical shall be entitled to charge the extrajudicial debt collection costs it has incurred. These collection costs shall amount to a maximum of: 15 per cent on outstanding amounts up to €2,500; 10 per cent on the next €2,500 and 5 per cent on the following €5,000, with a minimum of €40. BAP Medical may, in the Consumer’s favour, deviate from the aforementioned amounts and percentages.

Article 9. Warranty and Conformity

9.1. This article applies only where the Consumer is not acting in the course of their trade or business. If BAP Medical provides a separate warranty for the products, this shall apply to all types of Consumers, without prejudice to the foregoing.

9.2. BAP Medical warrants that the products comply with the Contract, the specifications set out in the offer, the reasonable requirements of soundness and/or fitness for purpose, and the statutory provisions and/or government regulations in force on the date the Contract is concluded. If specifically agreed, BAP Medical also warrants that the product is suitable for use other than normal use.

9.3. Any guarantee provided by BAP Medical, the manufacturer or the importer does not affect the statutory rights and claims which the Consumer already has and may invoke under the Contract.

9.4. If the product delivered does not comply with the Contract, the Consumer must notify BAP Medical of this within a reasonable period after discovering the defect.

9.5. If BAP Medical considers the complaint to be justified, the relevant products will be repaired, replaced or reimbursed following consultation with the Consumer. Subject to the clause regarding liability, the maximum reimbursement shall be equal to the price paid by the Consumer for the product.

Article 10. Retention of Title

10.1. BAP Medical retains title to all products delivered or to be delivered to the Consumer until the purchase price for all such products has been paid in full. The retention of title also applies to any other related claim(s) that BAP Medical has against the Consumer.

10.2. The Consumer is not permitted to pledge the products subject to retention of title or to encumber them in any other way.

Article 11. Liability

11.1. This article applies to Consumers only to the extent permitted under applicable law.

11.2. BAP Medical’s total liability towards the Consumer, whether arising from an attributable breach of an Agreement or otherwise, is limited to compensation for direct loss. Direct loss is understood to mean exclusively (a) the reasonable costs incurred in determining the cause and extent of the loss; (b) any reasonable costs incurred to bring BAP Medical’s defective performance into compliance with the Agreement; and (c) reasonable costs incurred to prevent or limit damage, in so far as the Consumer demonstrates that these costs have led to a reduction in direct damage.

11.3. The maximum amount for which BAP Medical may be liable is limited, per event – a series of related events being deemed a single event – to the amount owed by the Consumer to BAP Medical under the Agreement. Under no circumstances shall the total compensation for any damage exceed ten thousand (10,000) euros per Agreement. In any event, BAP Medical’s liability is always limited to the amount paid out by its insurer in the relevant case.

11.4. Any limitations of liability set out in the Contract or the General Terms and Conditions shall lapse if and to the extent that the damage in question results from wilful misconduct or gross negligence on the part of BAP Medical’s management.

11.5. BAP Medical’s liability for an attributable failure to perform an Agreement shall arise only if the Consumer gives BAP Medical immediate and proper written notice of default, setting a reasonable period within which to remedy the failure, and BAP Medical continues to fail to fulfil its obligations in an attributable manner even after that period has elapsed. The notice of default must contain as detailed a description as possible of the breach, so that BAP Medical is able to respond appropriately.

11.6. A condition for the entitlement to any claim for compensation is always that the Consumer reports the damage to BAP Medical in writing by registered post as soon as possible after becoming aware of it. Any claim for compensation by the Consumer lapses by the mere expiry of three months after the Consumer became aware of, or ought reasonably to have become aware of, the fact that he has suffered damage.

Article 12. Force Majeure

12.1. This article applies to Consumers only to the extent permitted under applicable law.

12.2. BAP Medical shall not be obliged to fulfil any obligation if it is prevented from doing so as a result of force majeure. Force majeure shall in any event include: internet disruptions or outages, power cuts, cyber-attacks (such as DDoS attacks), civil unrest, transport disruptions, strikes, supply chain disruptions, fire, flooding, import and export restrictions, and in the event that BAP Medical is prevented from delivering by its own suppliers, for whatever reason, as a result of which performance of the Agreement cannot reasonably be expected of BAP Medical.

12.3. If a force majeure situation has lasted for more than thirty (30) days, the Parties shall be entitled to terminate the Agreement with immediate effect in writing. In such a case, any performance already rendered under the Agreement at the time of termination shall be settled on a pro rata basis, without the Parties owing each other anything further.

Article 13. Complaints Procedure

13.1. If the Consumer has a complaint about a product (in accordance with Article 9 of the General Terms and Conditions) and/or about other aspects of the services provided by BAP Medical, they may submit a complaint to BAP Medical by telephone, email or post. See the contact details at the bottom of the General Terms and Conditions.

13.2. BAP Medical will respond to the Consumer’s complaint as soon as possible, but in any event within five (5) days of receiving the complaint. If it is not yet possible to provide a substantive or final response, BAP Medical will, within five (5) days of receiving the complaint, acknowledge receipt of the complaint and indicate the timeframe within which it expects to provide a substantive or final response to the Consumer’s complaint.

Article 14. Reviews

14.1. Anyone who has purchased a product via the Online Shop may leave a review.

14.2. To prevent abuse, all reviews are read by a member of staff at BAP Medical. As a result, it may take a few days before the review is visible on the Online Shop. The nature of the review (positive/negative) does not influence whether or not the review is published on the Online Shop. Spelling or typographical errors in the review will be corrected before the review is published.

Article 15. Personal Data

15.1. BAP Medical processes the Consumer’s personal data in accordance with the privacy statement published on the Webshop.

Article 16. Final Provisions

16.1. The Agreement is governed by Dutch law.

16.2. Unless otherwise prescribed by mandatory provisions of law, any disputes that may arise in connection with the Agreement shall be submitted to the competent Dutch court in the judicial district where BAP Medical is established.

16.3. Should any provision in these General Terms and Conditions prove to be void, this shall not affect the validity of the General Terms and Conditions as a whole. In such a case, the parties shall agree on a new provision or provisions to replace it, which shall give effect, as far as legally possible, to the intention of the original provision.

16.4. In these General Terms and Conditions, ‘in writing’ also includes communication by email and fax, provided that the identity of the sender and the integrity of the email are sufficiently established.

Article 17. Contact details

Should you have any questions, complaints or comments after reading these General Terms and Conditions, please feel free to contact us in writing or by email.

BAP Medical B.V.
Laan van Westenenk 64
7336 AZ Apeldoorn
The Netherlands

Telephone: +31 (0)85 773 20 80
Email: info@bap-medical.com

Chamber of Commerce number: 08149584
VAT number: NL817080077B01