General Terms and Conditions

Version September 2026

This is a translation of the Dutch original. In the event of any discrepancy between this translation and the Dutch text, the Dutch version prevails.

Article 1 – Definitions

In these terms and conditions, the following definitions apply: RAP: RAP Elektrische Fietsen, also trading as RAP Webshop, established in Tilburg; Consumer: a natural person who is not acting in the course of a profession or business; Business customer: a natural person or legal entity acting in the course of a profession or business; Customer: the Consumer or Business customer; Agreement: any agreement with RAP for the supply of products and/or services; Product: any item offered or supplied by RAP, including e-bike batteries, battery chargers, parts and accessories; Right of withdrawal: the statutory right of a Consumer to dissolve a distance contract within the cooling-off period; Day: calendar day, unless stated otherwise.

Article 2 – Identity and applicability

RAP Elektrische Fietsen / RAP Webshop, Dr. Hub van Doorneweg 157-12, 5026 RC Tilburg, The Netherlands. Phone: 013-2032048. E-mail: info@rap-webshop.nl. Chamber of Commerce (KvK): 51436701. VAT number: NL001778701B62.

These terms and conditions apply to every offer made by RAP and every Agreement with a Customer. Before a distance contract is concluded, they are made available electronically in a way that allows the Customer to store them. Deviations apply only if agreed in writing or electronically. For Consumers, mandatory consumer law prevails. General terms and conditions of a Business customer are rejected, unless RAP expressly accepts them in writing.

Article 3 – Offer, product information and conclusion of the Agreement

RAP describes products as completely and accurately as reasonably possible. Images are for illustration only; minor deviations without a material effect on properties, compatibility or usability do not constitute a failure to perform.

For e-bike batteries, battery chargers and electrical parts, factors such as voltage, connection, plug type, model number, BMS and communication protocol may determine suitability. The Customer provides the information requested by RAP correctly and completely. Advice from RAP is based on that information. If in doubt about compatibility, you are advised to contact us before ordering.

Obvious mistakes, pricing errors or typing errors do not bind RAP if the Customer could reasonably have understood that there was an error. The order confirmation sent automatically via the webshop only confirms receipt of the order and does not constitute acceptance of it. The Agreement is concluded as soon as RAP accepts the order, in principle by shipping the ordered product. Before acceptance, RAP may refuse an order within the limits of the law, for example in the event of fraud, an obvious error or unavailability. An alternative product will only be supplied with the Customer’s consent.

Article 4 – Prices, payment and delivery

Prices for Consumers include VAT and mandatory levies; any additional costs are stated before the order is completed. For Business customers, prices may be shown excluding VAT if this is clearly indicated. Payment is made using a payment method offered by RAP.

RAP delivers to the delivery address provided and uses the delivery time stated on the website or in the order confirmation as a guideline. If no delivery period has been agreed, the statutory delivery period applies. In the event of a delay, RAP will inform the Customer as soon as possible. The statutory rights of the Consumer in the event of late delivery remain fully applicable. For a Consumer, the risk of loss or damage only passes upon receipt by the Consumer or by a third party designated by the Consumer, other than the carrier.

Article 5 – Right of withdrawal for Consumers

For a distance purchase, a Consumer in principle has a cooling-off period of 14 days, starting on the day after receipt of the product. Where several products are delivered separately, the period in principle starts after receipt of the last product.

Within the cooling-off period, the Consumer may withdraw from the Agreement without giving any reason via the online withdrawal/cancellation function on the webshop, by e-mail to info@rap-webshop.nl, by letter or by using the model form at the end of these terms and conditions. The Consumer chooses the method. If the online function is used, RAP confirms the withdrawal electronically. After giving notice of withdrawal, the Consumer has 14 days to return the product.

Article 6 – Returns during the cooling-off period and diminished value

During the cooling-off period, the Consumer may unpack and inspect a product to the extent necessary to establish its nature, characteristics and functioning, comparable to an inspection in a physical shop. For a battery, charger or part, a necessary and careful functional check may be carried out.

If use goes beyond what is necessary for inspection, the Consumer may be liable for any resulting diminished value. RAP only charges diminished value that has actually occurred and can reasonably be established. Examples are unnecessary signs of use or installation, damage, missing parts, soiling or avoidable damage to the product packaging.

Missing or damaged packaging does not automatically cancel the right of withdrawal, but may lead to diminished value if the resale value has demonstrably decreased. As far as reasonably possible, products are returned complete, properly packed and in the original product packaging. Do not use the original product packaging directly as a shipping box; preferably place it in an outer box and do not apply tape or shipping labels directly to the product packaging.

The Consumer bears the direct cost of returning the product, unless RAP has indicated that it will reimburse this cost. Return address: RAP Elektrische Fietsen / RAP Webshop, Dr. Hub van Doorneweg 157-12, 5026 RC Tilburg, The Netherlands.

Article 7 – Refunds and exceptions to the right of withdrawal

After a valid withdrawal, RAP refunds the payments received for the withdrawn order, including the cost of the cheapest standard delivery. Additional costs of a more expensive delivery method deliberately chosen do not have to be refunded. RAP makes the refund no later than 14 days after the notice of withdrawal, but may wait until the product has been received or the Consumer has shown that it has been sent back. The refund is made using the same means of payment, unless agreed otherwise, and free of charge. Any demonstrable diminished value may be deducted.

The right of withdrawal is only excluded where the law permits this and RAP has clearly stated this before the purchase. Opening the packaging of a regular e-bike battery, battery charger or part does not automatically cancel the right of withdrawal. A statutory exception may apply to products made to the Consumer’s specifications or clearly personalised products.

Article 8 – Warranty

1. RAP provides a warranty of 2 years from the date of purchase on new e-bike batteries. A warranty of 1 year applies to battery chargers. Accessories in principle also carry a warranty of 2 years, unless a different warranty period is expressly stated for the product concerned.
2. The warranty means that, during the applicable warranty period, RAP will reasonably repair or replace a product that does not function properly as a result of a material defect, manufacturing defect or other defect attributable to RAP.
3. A condition for the warranty is that the product has been used normally, carefully and in accordance with the applicable instructions for use, safety, charging, storage and maintenance. The current instructions for e-bike batteries and battery chargers, among other products, can be found on the RAP website.
4. The warranty does not cover defects or damage that are wholly or partly the result of:
   • incorrect, improper or careless use;
   • use contrary to essential instructions for use or safety;
   • use of an unsuitable battery charger or other unsuitable equipment;
   • damage caused by dropping, impact, moisture, water or transport that occurred after delivery;
   • short circuit, overload or other external causes;
   • opening, modifying, repairing or technically working on the product by the Customer or an unauthorised third party;
   • normal wear and tear or normal ageing of the product.
5. E-bike batteries are subject to natural chemical ageing and wear. A gradual decrease in the available capacity as a result of age and use is therefore not automatically covered by the warranty. In the event of a warranty claim, RAP may examine the battery technically and take into account, among other things, age, period of use, capacity, voltage behaviour, charging cycles if readable, BMS data, error messages, use and storage.
6. If a Customer wishes to claim under the warranty, the Customer must describe the defect as clearly as possible and, on request, provide the information reasonably necessary to assess the problem. RAP may require the product to be sent back for examination.
7. If the examination shows that there is a defect covered by the warranty, the reasonable and necessary costs of examination, return shipment, repair or replacement are borne by RAP.
8. If the examination shows that the defect is not covered by the warranty, RAP will inform the Customer accordingly. Any examination, repair or shipping costs will not be charged to a Consumer without prior information or consent.
9. This RAP warranty does not affect the statutory rights of Consumers in respect of a product that does not conform to the Agreement.

Article 9 – Specific provisions for e-bike batteries

An e-bike battery is subject to use and chemical ageing. The usable capacity decreases gradually. This is influenced by factors such as age, charging cycles, intensity of use, load, temperature, storage and charging behaviour. Normal gradual loss of capacity is not in itself a defect. However, if capacity or performance deteriorates faster or more severely than the Consumer could reasonably expect in the circumstances, there may be non-conformity.

During an examination, RAP may look at factors such as age, period of use, measured capacity and voltage, BMS, error messages, charging behaviour, readable charging cycles, damage and storage or usage conditions.

A defect demonstrably caused directly by incorrect or improper use is not covered by the warranty or conformity to the extent that the defect was caused by it. This may apply, for example, in the event of use of a demonstrably unsuitable charger, short circuit, unauthorised opening or technical modification of the battery, serious damage from dropping or impact after delivery, water ingress due to damage or demonstrably incorrect use, or acting contrary to essential safety instructions. If a warranty claim is rejected, RAP will state the relevant findings as far as reasonably possible.

Article 10 – Battery chargers, diagnosis and warranty examination

1. If a defect is suspected, RAP may ask the Customer for information reasonably needed to assess the problem and, if necessary, to return the product for examination.
2. Unless RAP decides otherwise or provides a return label, the Customer initially bears the costs of the return shipment.
3. If the examination shows that there is a defect for which RAP is responsible under the warranty or the law, RAP will reimburse a Consumer for the reasonable and necessary return costs. In that case, the necessary costs of examination, repair or replacement are also borne by RAP.
4. If there is no defect for which RAP is responsible, the return costs remain for the account of the Customer. RAP will inform the Customer in advance of the amount of any examination, repair and shipping costs. The examination costs lapse if, following the examination, the Customer orders a new replacement item from RAP, unless RAP has expressly stated otherwise in advance. If the Customer does not order a replacement item from RAP, the costs communicated in advance may be charged. If continued use of a possibly defective product could create a safety risk or cause further damage, the Customer must stop using it until the problem has been assessed.

Article 11 – Liability

1. RAP guarantees that the products it supplies conform to the Agreement and meet the requirements of soundness and safety that may reasonably be expected of them.
2. RAP’s commercial warranty relates exclusively to the product supplied. If a defect is covered by this warranty, RAP’s obligation consists, depending on the circumstances, of examination, repair, replacement or refund of the purchase price.
3. Within the scope of this commercial warranty, RAP accepts no liability for indirect damage, consequential damage or other adverse consequences of the use of the product. This includes, among other things, costs of alternative transport, travel and labour costs, loss of time, loss of income and damage resulting from not being able to use the bicycle or the product, or only temporarily.
4. RAP is not liable for damage to the extent that it results from an incorrect choice of product by the Customer, incorrect installation, improper or careless use, insufficient maintenance, modifications or repairs by the Customer or third parties, or use contrary to the safety instructions and instructions for use provided by RAP or the manufacturer. This does not apply to the extent that the incorrect choice of product is demonstrably the result of incorrect or incomplete advice from RAP.
5. Towards Business customers, except in the case of intent or deliberate recklessness on the part of RAP or its managerial staff and to the extent permitted by law, RAP is not liable for indirect or consequential damage. This includes in any event business interruption, loss of profit or turnover, missed savings, loss of data, costs of replacement products or facilities and damage resulting from not being able to use a product, or only temporarily.
6. RAP’s liability towards a Business customer for direct damage is limited, per event causing damage, to the amount paid out by RAP’s liability insurance in the case concerned, plus the applicable deductible. If no insurance payment is made, liability is limited to the invoice value of the product or service to which the liability relates.
7. The exclusions and limitations in this article do not affect the mandatory rights of Consumers and do not apply to the extent that liability cannot be excluded or limited under mandatory law. Nor do they apply if their application would be unacceptable according to standards of reasonableness and fairness.

Article 12 – Retention of title

Products supplied remain the property of RAP until the Customer has paid all amounts under the Agreement concerned. A Business customer may not pledge or otherwise encumber goods subject to retention of title outside the normal course of business and must store them carefully.

Article 13 – Additional provisions for Business customers

The statutory right of withdrawal applies exclusively to Consumers. A return by a Business customer is only possible with RAP’s prior consent. The Business customer inspects products as soon as possible after receipt and reports visible defects, transport damage or incorrect deliveries as soon as possible after discovery; other defects as soon as they have been or could reasonably have been discovered. RAP must be given a reasonable opportunity to investigate and, where necessary, remedy the alleged failure to perform.

In the event of late payment, the Business customer is, to the extent permitted by law, in default by operation of law and owes statutory commercial interest. Reasonable extrajudicial collection costs are for the account of the Business customer to the extent permitted by law.

Article 14 – Late payment by Consumers

If a Consumer does not pay on time, the Consumer first receives a free payment reminder with the statutory period to pay after all. If payment is still not made after that, RAP may charge statutory interest and extrajudicial collection costs to the extent permitted by law.

Article 15 – Force majeure

RAP does not have to fulfil an obligation to the extent that fulfilment is temporarily or permanently impossible due to a circumstance that cannot be attributed to it by law, such as serious business, energy or network disruptions, fire, war, government measures, strikes or natural disasters. A failure by a supplier or carrier is not automatically force majeure. During temporary force majeure, obligations are suspended to the extent that fulfilment is impossible. The statutory rights of Consumers, including dissolution when delivery becomes permanently impossible, remain in force.

Article 16 – Complaints and WebwinkelKeur

1. Complaints about a product, order or service can be submitted as completely and clearly as possible via info@rap-webshop.nl or in writing to RAP Elektrische Fietsen / RAP Webshop, Dr. Hub van Doorneweg 157-12, 5026 RC Tilburg.
2. RAP in principle responds within 14 days of receiving a complaint. If a complaint requires more processing time, the Customer will receive an acknowledgement of receipt within this period and, where possible, an indication of the period within which a substantive answer can be expected.
3. Complaints must first be raised with RAP, so that RAP has the opportunity to offer a suitable solution.
4. If this does not lead to a solution and RAP is affiliated with WebwinkelKeur, the Consumer can submit the dispute for mediation via WebwinkelKeur. More information can be found at: https://www.webwinkelkeur.nl/kennisbank/consumenten/geschil
5. If mediation does not lead to a solution, the Consumer may, provided the applicable conditions are met, use the independent dispute resolution procedure offered or designated by WebwinkelKeur.

Article 17 – Applicable law, competent court and amendments

Dutch law applies to agreements with RAP. For Consumers, this choice of law does not affect the protection they enjoy under mandatory provisions that would apply in the absence of this choice of law. Disputes with Consumers are submitted to the court that has jurisdiction by law. Disputes with Business customers are, to the extent permitted by law, submitted to the competent court in the district in which RAP is established.

RAP may amend these terms and conditions. In principle, agreements already concluded remain subject to the terms and conditions that applied when they were concluded, unless mandatory legislation requires otherwise. If a provision proves to be void or voidable, the remaining provisions remain in force. The most recent version is available on the RAP website.

ANNEX – MODEL WITHDRAWAL FORM

You can easily submit your withdrawal online via https://rap-webshop.nl/en/return-form/ You may also use the form below or inform RAP in another unambiguous way that you wish to withdraw from the Agreement. Use of this form is not mandatory.

Only complete and return this form if you wish to withdraw from the Agreement.

To: RAP Elektrische Fietsen / RAP Webshop
Dr. Hub van Doorneweg 157-12
5026 RC Tilburg
The Netherlands
E-mail: info@rap-webshop.nl

I hereby give notice that I withdraw from the agreement for the sale of the following goods:

Product(s): ______________________________

Ordered on: ______________________________

Received on: ______________________________

Name of consumer: ______________________________

Address: ______________________________

Postcode and town: ______________________________

Order number, if known: ______________________________

Date: ______________________________

Signature of consumer, only if submitted on paper: