Terms & Conditions of Neutral.com A/S

General Provisions

Neutral.com A/S, headquartered at Vesterbrogade 149, Ground Floor, Building A, 1620 Copenhagen V, Denmark, CVR 24243192 (hereinafter "Neutral.com"), produces apparel and accessories for the B2B market, including sales via the Neutral.com B2B Webshop (hereinafter "Webshop").
Neutral.com's B2B General Terms and Conditions of Sale (hereinafter "Terms and Conditions") apply to all entities with a VAT registration number that customize, distribute, or sell Neutral.com's products (hereinafter "Products").
Entities in Denmark must have a VAT registration number to access the Webshop. Foreign entities must provide a valid foreign VAT number. EU entities without a VAT number must apply local VAT from the country of delivery. The Terms and Conditions govern all B2B sales of Products. Placing an order through any channel implies full acceptance of the Terms and Conditions.
Neutral.com may amend the Terms and Conditions, and changes will apply to future orders. The latest version is always available on the website.
Any deviations from the Terms and Conditions must be expressly confirmed by Neutral.com to be binding.
If any provision of the Terms and Conditions becomes invalid, the remaining provisions remain enforceable. The parties will replace any invalid provision with one that closely reflects its intent.

Access to the Webshop

To access the Webshop, buyers must request access via electronic communication at neutral@Neutral.com or by phone at +45 3918 1856.
We will be deleting Webshop accounts that is not used for a minimum of 6 months.
Customers must take reasonable precautions to prevent unauthorized use of their login. They are responsible for ensuring compliance with the Terms and Conditions and will be liable for any misuse. Neutral.com is not liable for unauthorized access.
For multiple logins, buyers must request this directly from their Neutral.com contact.

Ordering online

The products offered for sale by Neutral.com are those shown in the Webshop, subject to stock availability. Neutral.com does its best to indicate real-time product availability on its website but cannot be held liable if a product ordered by the buyer is no longer available.
The buyer cannot place orders for products that are out of stock directly. However, if a product is unavailable, the buyer may contact sales support at neutral@Neutral.com to inquire about the possibility of placing a backorder.
Once the order is placed, an acknowledgement of receipt will be sent as confirmation. If the buyer does not receive this, the order has not been received by Neutral.com, and it is recommended to contact Neutral.com at +45 3918 1856 or neutral@Neutral.com The order is only final once the buyer receives the order confirmation by electronic communication.
Once Neutral.com has sent the order confirmation, no amendments to the order can be requested. If, exceptionally, Neutral.com agrees to an amendment, the new order will cancel the original.
Neutral.com reserves the right to refuse or cancel any order or delivery in the following cases:
1. Total or partial non-payment of a previous order, regardless of the payment method for the new order.
2. Dispute between the buyer and Neutral.com.
Neutral.com may refuse an order if the buyer’s information is inaccurate, incomplete, or outdated, without providing reasons. Neutral.com is not liable for consequences of incorrect information. Changes to the VAT registration number must be reported to neutral@Neutral.com, and orders can only be placed once updates are confirmed.
Neutral.com is entitled to cancel the order by notifying the buyer by e-mail, if the buyer fails to pay the amount that they own. For prepayment buyers using bank transfer as their payment method, Neutral.com is entitled to cancel the order if the payment has not been made within five calendar days of the order date.
If the buyer asks to cancel the order when it has already been picked by the warehouse, Neutral.com is entitled to claim payment of 25% of the order total, which corresponds to restocking fees.
The products sold by Neutral.com are provided exclusively as blank products. It is the sole responsibility of the buyer to make any modifications, alterations, or decorations to the product, such as digital printing, screen printing, embroidery, or transfer.
Neutral.com disclaims any liability for the processing, modification, or alteration of the products after purchase. Buyers are fully accountable for ensuring that any changes they make to the products comply with relevant standards, regulations, and customer requirements.
If the product is shipped directly to the end user, Neutral.com disclaims all liability for any issues arising from the delivery or use of the product.

Price

The applicable sales price is as shown on the Webshop and in the official price list provided via electronic communication when the account was created or updated. Unless otherwise specified, prices are in the agreed currency, excluding VAT and delivery fees, which will be invoiced at the time of payment. In case of a price change, the most recent price list sent by electronic communication and displayed on the Webshop applies.
If an obvious error occurs, Neutral.com disclaims all responsibility and liability for any consequences arising from the error.
Neutral.com reserves the right to change prices at any time. If there is any doubt regarding pricing, the buyer is encouraged to contact Neutral.com for clarification. It is the buyer’s responsibility to stay informed about current prices, which can always be checked on the webshop.
Neutral.com reserves the right to disclaim liability for incorrect pricing due to system errors or similar issues. Neutral.com cannot be held responsible for the loss of end customers resulting from pricing errors caused by system failures or other unforeseen circumstances.

Delivery

The products are delivered to the delivery address indicated by the buyer at the time of ordering.
The Shipment dates are given purely as a guide. A delay in delivery can never give rise to any fines or compensation whatsoever from Neutral.com nor justify the cancellation of the order.
Neutral.com has the right to refuse one or more deliveries, even of new orders, if the buyer does not comply with any of their obligations towards Neutral.com. (For example, the obligation to pay).
If the buyer orders products for delivery outside Denmark, they are considered the importer and are responsible for complying with local laws. Import duties, taxes, and any applicable customs fees are the sole responsibility of the buyer unless otherwise specified in the order confirmation.
Neutral.com shall not be held liable if the buyer encounters any customs issue whatsoever when exporting Neutral.com products to a country located outside of the European Union for which Neutral.com is not able to provide required documents.
Customers are strictly prohibited from reselling Neutral.com products to third countries outside of the European Union, Norway, and UK without prior written consent from Neutral.com. Any unauthorized resale constitutes a material breach of the contractual sales agreement. In the event of such a breach, Neutral.com reserves the right to claim damages, including compensation for any legal, financial, or reputational harm resulting from issues arising with the end user in the third country. Unauthorized resale without approval may also result in the termination of the business relationship. Compliance with this policy ensures the integrity of Neutral.com products and compliance with applicable regulations across all markets.

Retention of ownership

Neutral.com retains ownership of the products until the invoice has effectively been paid in full (Not just payment for the products, but also for other fees invoiced. (e.g. Delivery).
In the event of non-payment by the buyer of the invoices, without prejudice to its other rights pursuant to the contract or the law, Neutral.com may demand that the products be returned at the buyer’s expense and risk.

Transfer of risks

The risk is transferred to the buyer on the day the products are made available for pickup with the courier, regardless of whether the buyer takes delivery. The buyer is responsible for transport and must cover all freight and insurance costs.
For deliveries to the United Kingdom under DDP terms, Neutral.com assumes responsibility for customs clearance, import duties, and taxes. Risk transfers to the buyer upon delivery to the specified address, and unloading is the buyer's responsibility.

Complaints

Customers must inspect products for compliance immediately upon delivery. If the package is visibly damaged, buyers have the right to refuse it and must inform Neutral.com by contacting sales support via electronic communication.
Any invoice complaints must be sent via electronic communication within 8 days from the invoice date. After this period, the invoice is considered accepted, and complaints will not delay payment.
Complaints about defects, non-compliance and shortages should be sent via electronic communication, describing the issue in detail. Claims regarding defective, incorrect or missing products must be submitted in writing within 8 days of receiving the products.
For defective or incorrect products, the buyer may choose to:
Return the item for a full refund of the purchase price and delivery costs, once the return is processed.
Return the item for an equivalent replacement, subject to availability, after processing by Neutral.com sales support.
The buyer is not responsible for the return costs of defective or incorrect products. Neutral.com will refund the purchase price and original delivery costs unless a replacement item is provided.
Minor deviations in size, colour, or finish are not recognized as defects.
No complaints are accepted for products altered by printing, embroidery, etc., unless Neutral.com was responsible for the decoration.

Returns

Customers must submit return requests by electronic communication within 14 days of receiving the products. Approval from Neutral.com is required before any return. Non approved returns will be rejected. If Neutral.com and/or our warehouse receives and signs a nonapproved return by mistake, it does not constitute an acceptance of the return products, and we reserve the right to reject the product and return to the sender at the customer’s cost.
Approved returns will receive a unique return number from Neutral.com. Customers are responsible for arranging and covering shipping costs within 14 days. We reserve the right to refuse any returns sent incorrectly or without proper identification, including the provided return number.
All returns must be in original packaging and include all accessories. Altered products are non-returnable.
If Neutral.com determines upon inspection that the returned goods do not meet the required standards, Neutral.com reserves the right to reject the return. Examples of unacceptable conditions include, but are not limited to, water damage, odors, dirt, or any other indication that the product does not comply with its original standard.
Neutral.com will apply a 25% return fee to cover costs associating with receiving and restocking.
The buyer must bear the direct costs in connection with the return of the products.
It is recommended by Neutral.com that the buyer saves the postal receipt as proof of delivering the package to the post office or carrier.
The possibility of return expires 14 days after the delivery of the order.

Liability

Neutral.com aims to deliver consistent quality products. However, variations in size, shade, colour, and composition are tolerated due to the nature of the products. If a product is acknowledged as defective, it will be replaced with a similar product of equal value or credited if replacement is not possible. Neutral.com’s liability is limited to replacement or reimbursement and does not extend to compensation for any loss or direct or indirect damage.
The photos and descriptions anywhere are for informational purposes only and are not binding. They are intended solely for the promotion of Neutral.com, and no liability is assumed for errors or omissions.
The buyer releases Neutral.com from any liability and waives the right to compensation for any issues related to Neutral.com’s services or temporary unavailability of the Webshop, except in cases of intentional misconduct or gross negligence by Neutral.com.
Neutral products are exclusively manufactured for the imprint industry and must not be
sold as undecorated garments. The certificates covering this product do not apply to
any printing or other applications added by a third party. Third parties i.e. imprinters are
required to comply with all relevant laws and regulations in their operating countries
and are not a part of or controlled by Neutral.
All certificates must be displayed alongside the Neutral® logo. Under no circumstances should Neutral® certificates be shown without the logo.
Neutral.com disclaims all liability for any modifications, alterations, or customizations made to its products that fall outside the scope of services explicitly offered by Neutral.com. Any such modifications, whether performed by the buyer or a third party, are conducted at the buyer’s sole risk and responsibility. These actions will void all warranties and guarantees provided by Neutral.com, and Neutral.com shall not be liable for any defects, malfunctions, or damages resulting from such unauthorized modifications. Any claims for replacement, repair, or compensation related to products altered in this manner will be denied.

Payment terms

Purchases on the Webshop can exclusively be paid for by bank transfer. Payments by credit card, check, or cash are not accepted.
Unless otherwise stated on the invoice, invoices are payable on terms, without discount, as soon as the order is accepted.

Late Payments

If an invoice is not paid, a reminder will be sent to the buyer. If the buyer does not pay subsequently, it will be possible for Neutral.com to block the buyer's Webshop account and simultaneously refer the buyer to debt collection.
If the buyer pays the overdue invoice, Neutral.com will assess whether the account should be reopened. The decision to reopen the account and allow the buyer to resume purchasing products will be subject to an evaluation of the buyer's payment history and overall account status.

Force Majeure

Force majeure refers to any event beyond Neutral.com’s reasonable control that affects its ability to perform its obligations. This includes, but is not limited to, natural disasters, riots, war, pandemics, emergency situations, government actions, labour disputes, fires, floods, explosions, and issues with third-party suppliers.
In the event of force majeure, the delivery period will be extended by the duration of the force majeure event.
If a force majeure delays the delivery by more than six weeks from warehouse in DK, both Neutral.com and the buyer may cancel the order without compensation, though Neutral.com reserves the right to be compensated for incurred costs.
In the event of unforeseen circumstances during order execution, Neutral.com may request an extension or revision of the order, including prices, if such circumstances increase the difficulty or cost of execution. The parties will negotiate in good faith to adjust the order for mutual benefit.

Order cancellation

Neutral.com is entitled to cancel the order, through a written notification to the buyer, if the buyer fails to pay the outstanding amount, within the given timeframe.

Person data

We will treat your personal data confidentially. The company has drawn up a privacy policy that explains how we process personal data that you provide to us in connection with your purchase and when using our website.

Law and venue

The Agreement shall be governed by and construed in accordance with Danish law without regard to the rules of private international law in force at any time to the extent that the application of such rules would result in a choice of law other than Danish law. The Convention on Contracts for the International Sale of Products (CISG) shall not apply.
Any dispute arising out of or in connection with the agreement, including any dispute concerning the existence, validity, or termination thereof, shall be settled by a Danish court in the judicial district of Neutral.com's head office.
In the event that debt collection is required by Neutral.com, Neutral.com may at any time choose to recover the debt at the Customer's home court in accordance with the laws of that country.

Sales Support

If you require any information or have a question, please do not hesitate to contact our Sales support at telephone +45 3918 1856.

Opening hours Monday-Thursday: 08:30-12:15, 13:00-16:00. Friday 8:30-12:15, 13:00-15:00.

E-mail: neutral@Neutral.com

Address:
Vesterbrogade 149
Building A, Ground Floor

1620 Copenhagen V

Denmark

Date of Edit 07-05-2025