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Furtronics Terms and Conditions
Oct 18, 2026
General terms and conditions of Furtronics B.V., trading as Furtronics. Version 1.0, effective from October 18 2026.
Article 1 – Who we are
1.1 Furtronics is the trade name of Furtronics B.V., established at Markescheiding 9, 9461KD, Gieten, the Netherlands.
1.2 Chamber of Commerce (KvK) number: [number]. VAT number: [number].
1.3 Contact: sales@furtronics.com on working days from 09:00 to 17:00.
Article 2 – Definitions
In these terms, the following capitalised terms mean:
Furtronics: [registered name] B.V., as referred to in Article 1.
Customer: any natural person or legal entity that enters into, or wishes to enter into, an Agreement with Furtronics.
Consumer: a Customer who is a natural person and is not acting for purposes related to their trade, business or profession.
Business Customer: a Customer acting for purposes related to their trade or business, such as a fursuit maker who incorporates Products into their own work or resells them.
Products: all goods supplied by Furtronics, such as eyes, eye mesh, head bases, parts, animatronics, electronics, batteries, kits and accessories.
Digital Elements: firmware, software, apps, configuration and print files, and updates supplied in or with a Product.
Custom Work: a Product made to the Customer's specifications or clearly intended for one specific person.
Instructions for Use: Furtronics' instructions for use, assembly and safety, including the document "Furtronics Instructions for Use and Safety" and the manual supplied with a Product.
Agreement: any agreement between Furtronics and the Customer for the supply of Products or services, such as repairs.
In Writing: on paper or by email.
Article 3 – Applicability
3.1 These terms apply to every offer made by Furtronics and to every Agreement.
3.2 Before the Agreement is concluded, Furtronics makes these terms available electronically so that the Customer can store them. On request, Furtronics sends them free of charge.
3.3 The Instructions for Use form part of the Agreement. Furtronics supplies them with the Product and publishes them on furtronics.com.
3.4 The Customer's own general terms or purchasing conditions do not apply.
3.5 Deviations from these terms apply only if Furtronics has confirmed them In Writing.
3.6 If a provision is void or is annulled, the other provisions remain in force. The parties will replace that provision with a valid provision that comes as close as possible to its intent.
3.7 Furtronics may amend these terms. For an Agreement already concluded, the version in force at that time continues to apply.
3.8 In the event of any conflict between the Dutch text and a translation, the Dutch text prevails. A Consumer retains the right to the interpretation most favourable to them (Article 6:238(2) Dutch Civil Code).
Article 4 – Offer and conclusion of the Agreement
4.1 Offers made by Furtronics are without obligation. Photos, colours and dimensions are shown as accurately as possible, but are no guarantee of the exact appearance.
4.2 Obvious mistakes or errors in an offer, such as a clearly incorrect price, do not bind Furtronics.
4.3 The Agreement is concluded as soon as the Customer places an order and accepts the stated conditions. Furtronics confirms receipt of the order by email without delay.
4.4 Furtronics may refuse an order, stating its reasons, or attach special conditions to it.
4.5 For a pre-order, the stated expected delivery date is an estimate. If it is exceeded by more than 30 days, the Customer may dissolve the Agreement free of charge. Furtronics will then refund the amount paid within 14 days.
4.6 Customers must be 18 or older to order. A minor may only order with the consent of a parent or guardian, who is then also responsible for supervising use.
Article 5 – Prices and payment
5.1 Prices for Consumers are in euros and include VAT. Prices for Business Customers exclude VAT where this is stated. Shipping costs are shown separately before the Customer places an order. Shipping is free for orders over €500 (including VAT).
5.2 For deliveries outside the European Union, import duties, customs charges and local taxes are payable by the Customer.
5.3 Furtronics may ask a Consumer for an advance payment of up to 50% of the price. The Consumer may choose to pay the full amount immediately.
5.4 Business Customers pay within 14 days of the invoice date, unless otherwise agreed In Writing. After that period, the Business Customer owes statutory commercial interest without any notice of default being required.
5.5 If a Consumer does not pay on time, Furtronics first sends a payment reminder giving 14 days to pay. After that, the Consumer owes statutory interest and the legally permitted collection costs.
5.6 The Customer contacts Furtronics before requesting a payment reversal (chargeback). After an unjustified chargeback, Furtronics may refuse future orders from that Customer.
Article 6 – Custom Work
6.1 For Custom Work, Furtronics makes the Product to the Customer's specifications, such as dimensions, colours, species and options. The Customer is responsible for the accuracy of those specifications.
6.2 The Customer measures their head and other dimensions according to Furtronics' measuring instructions. If a Product does not fit because the dimensions provided were incorrect, this is not a defect.
6.3 Small differences in colour, surface finish, print layers and dimensions are inherent to 3D printing and handwork. They are not a defect unless they materially affect use or fit.
6.4 Changes after production has started are only possible if Furtronics agrees. Furtronics may charge the additional costs.
6.5 If the Customer cancels Custom Work after production has started, the Customer pays the costs of the work already carried out and the materials already purchased. Furtronics refunds the remainder within 14 days.
6.6 The Customer warrants that they are entitled to have the designs, characters and references they supply used. Furtronics may refuse Custom Work that appears to infringe the rights of others.
Article 7 – Delivery and risk
7.1 Furtronics delivers to the address provided by the Customer. Unless otherwise agreed, Furtronics delivers within 30 days of the order.
7.2 For a Consumer, the risk of loss or damage passes when the Product has been delivered to the Consumer.
7.3 For a Business Customer, the risk passes as soon as Furtronics has handed the Product over to the carrier, unless otherwise agreed In Writing.
7.4 The Customer inspects the Product immediately upon receipt. Visible transport damage should preferably be reported within 48 hours, with photos of the packaging and the Product. A Business Customer must report visible damage within 5 working days, failing which their rights in that respect lapse.
7.5 Lithium batteries are subject to strict transport rules. Furtronics may ship batteries separately, later, or not at all to certain countries. Furtronics states this on the product page before the order is placed.
7.6 Delivered Products remain the property of Furtronics until the Customer has paid everything in full.
Article 8 – Right of withdrawal (Consumers only)
8.1 A Consumer may withdraw from an Agreement for a Product that is not Custom Work within 30 days, without giving any reason. The statutory period is 14 days; Furtronics voluntarily offers 30 days. The period starts on the day after the Consumer receives the Product.
8.2 The Consumer withdraws using the withdrawal function on furtronics.com ("Withdraw from contract here"), the model form in the annex, or by email. Furtronics sends an acknowledgement of receipt by email without delay.
8.3 The Consumer returns the Product within 14 days of withdrawing, complete and, where possible, in its original packaging. The cost of returning the Product is borne by the Consumer.
8.4 During the withdrawal period, the Consumer may only examine and try out the Product as they would in a shop. Gluing, sanding, drilling, painting, covering with fur or building the Product in goes beyond this. Furtronics may then deduct the loss in value from the refund, up to the full price.
8.5 Furtronics refunds the price and the standard shipping costs of the original delivery within 14 days of the withdrawal. Furtronics may withhold the refund until it has received the Product back or the Consumer has shown that they have sent it.
8.6 The right of withdrawal does not apply to:
Custom Work;
digital content such as print files, if delivery has begun with the Consumer's express consent and the Consumer has acknowledged that they thereby lose their right of withdrawal.
8.7 Business Customers have no right of withdrawal. A return is only possible with Furtronics' approval In Writing.
Article 9 – Conformity and warranty
9.1 Furtronics warrants that a Product has the properties the Customer could expect under normal use in accordance with the Instructions for Use.
9.2 A Consumer is always entitled to the legal guarantee. Nothing in these terms limits those rights.
9.3 In addition, Furtronics provides a 6-month manufacturer's warranty on all Products, from the date of delivery. If a Product breaks within that period under normal use due to a cause attributable to Furtronics, or sooner than the Customer could reasonably expect, Furtronics will send a replacement Product or part free of charge. In some cases, the Customer may instead send the Product in for repair free of charge. Furtronics decides which solution applies. This warranty is in addition to a Consumer's statutory rights.
9.4 The manufacturer's warranty does not cover damage caused by:
failure to follow the Instructions for Use;
modification, disassembly or repair by the Customer or third parties, beyond what the Instructions for Use permit;
installing firmware or software not supplied by Furtronics;
water or other liquids in the electronics, for example from washing with the electronics inside;
heat, such as a hot car, hair dryer, heat gun, tumble dryer or direct sunlight behind glass;
an incorrect charger, power supply or battery, or excessive voltage;
dropping, impact, crushing or forcing moving parts;
normal wear of wear parts, such as gears, hinges, cables, mesh and glued joints;
professional or intensive use, such as rental, theatre or theme parks, unless otherwise agreed In Writing.
9.5 To make a warranty claim, the Customer first contacts Furtronics with the order number and a photo or video of the problem. A Product that has been worn in a fursuit must be returned clean and dry.
9.6 In the event of a defect, the Consumer chooses between repair and replacement, unless the chosen remedy is impossible or disproportionately costly. If repair or replacement is not successful, the Consumer is entitled to a price reduction or to dissolve the Agreement.
9.7 A Business Customer must report a defect within 14 days of discovering it or of when they should have discovered it. Furtronics then chooses between repair, replacement or a credit. A Business Customer's rights lapse 6 months after delivery.
9.8 Shipping costs for returns and repairs are always borne by the Customer. This does not apply:
if Furtronics offers free shipping for repair under the manufacturer's warranty (9.3);
if a Consumer invokes the legal guarantee for a defect. Repair or replacement is then free of charge by law, including shipping costs;
in the event of a product safety recall. Returning the Product is then free of charge.
Article 10 – Intended use of the Products and responsibility of the Customer
10.1 Products are intended for use as part of a costume (fursuit) for hobby, entertainment and performance purposes, as described in the Instructions for Use.
10.2 Products are expressly not intended:
as toys or for use by children under 14;
as a helmet or other protection against impact, falls or injury;
as a medical device, including for preventing overheating;
for safety-critical applications or applications where a malfunction could cause injury;
for use while driving a vehicle or riding a bicycle, or while swimming or doing water sports.
10.3 The Customer reads the Instructions for Use before first use and follows them. The Customer checks the Product for damage before every use.
10.4 In the event of smoke, a burning smell, unusual heat, deformation or swollen batteries, the Customer stops using the Product immediately and contacts Furtronics.
10.5 The Customer is responsible for the decision to wear a costume containing Products. In doing so, the Customer takes into account their health, the temperature, the duration of wear, visibility and the surroundings.
10.6 If the Customer passes a Product on to someone else, whether separately or built into a fursuit, the Customer passes on the Instructions for Use as well.
10.7 A Business Customer who incorporates Products into their own product or resells them:
passes the Instructions for Use and safety information on to their own customers, in a language those customers understand;
is the manufacturer of their own end product and is responsible for its safety and legal compliance;
follows Furtronics' assembly instructions and does not modify the electronics beyond what the Instructions for Use permit.
Article 11 – Firmware, software and apps
11.1 The Customer receives a non-exclusive, non-transferable right to use the Digital Elements with the Product they were supplied with. Anyone who passes the Product on passes on this right of use with it.
11.2 Furtronics supplies the updates, including security updates, needed to keep the Product in conformity. Furtronics does so for as long as the Customer may reasonably expect, and for at least [2] years after delivery.
11.3 The Customer installs updates within a reasonable period. Furtronics is not liable for a defect that a timely installed update would have prevented, provided Furtronics clearly informed the Customer of the update and of the consequences of not installing it.
11.4 Installing custom or alternative firmware, or modifying code, is at the Customer's own risk. Damage resulting from this is not covered by the manufacturer's warranty.
11.5 Furtronics does not guarantee that apps or wireless connections will work without interruption on every device and in every environment. At busy events, a wireless connection may drop out. A list of tested devices is available on furtronics.com.
11.6 Third-party components, such as open-source software, are subject to the licence terms of those third parties.
Article 12 – Liability
12.1 Furtronics is liable for damage that is the direct result of a failure attributable to Furtronics, subject to the limitations in this article.
12.2 Furtronics is not liable for damage caused by:
failure to follow the Instructions for Use;
use for which the Product is not intended (Article 10);
modification, incorrect assembly or repair by the Customer or third parties;
combination with batteries, chargers, power supplies or parts not supplied or approved by Furtronics;
normal wear and tear;
incorrect or incomplete information provided by the Customer, such as incorrect dimensions;
force majeure (Article 14).
12.3 In addition, the following applies to a Business Customer:
liability is limited to the amount paid out by Furtronics' insurer in the case concerned, plus the deductible. If the insurer does not pay out, liability is limited to the invoice value of the Product concerned;
Furtronics is not liable for indirect damage, such as consequential loss, loss of profit, lost revenue, reputational damage, damage to products of the Business Customer or their customers, and costs of missed events;
a claim lapses if the Business Customer has not submitted it to Furtronics within 12 months after the damage occurred.
12.4 Towards a Consumer, Furtronics is not liable for indirect damage, to the extent permitted by law.
12.5 The limitations in this article do not apply:
in the event of intent or deliberate recklessness on the part of Furtronics or its management;
to liability that may not be limited by law, such as product liability for personal injury or death (Articles 6:185 et seq. Dutch Civil Code);
to the extent that they would be unreasonably onerous towards a Consumer.
12.6 If the damage was partly caused by the Customer not following the Instructions for Use, the Customer bears the part of the damage attributable to that (Article 6:101 Dutch Civil Code).
12.7 The Customer reports any damage to Furtronics In Writing as soon as possible after it occurs.
Article 13 – Indemnification
13.1 A Business Customer indemnifies Furtronics against claims by third parties, such as their customers, wearers or event organisers, where those claims arise from:
the incorporation of Products into the Business Customer's own end product;
failure to pass on the Instructions for Use or safety information;
modifications made to the Products;
use contrary to these terms or the Instructions for Use.
13.2 The Customer indemnifies Furtronics against claims by third parties for infringement of their rights by designs, characters or references supplied by the Customer.
Article 14 – Force majeure
14.1 Furtronics is not liable if it cannot fulfil its obligations due to force majeure. Examples include disruptions at suppliers, shortages of parts or chips, transport restrictions on batteries, customs measures, fire, illness and failures of internet or energy supply.
14.2 If the force majeure lasts longer than 30 days, either party may dissolve the Agreement. Furtronics then refunds amounts already paid for Products that have not been delivered.
Article 15 – Intellectual property
15.1 All rights to designs, 3D models, print files, firmware, software, manuals, photos, the Furtronics name and the logo remain with Furtronics or its licensors.
15.2 It is not permitted to copy, scan, reproduce or sell copies of Products or parts of them. It is also not permitted to decompile firmware, except to the extent permitted by law.
15.3 The Customer may resell a purchased Product, including when it is built into a fursuit.
15.4 Furtronics only uses the Customer's photos or videos with the Customer's consent.
Article 16 – Repairs and service
16.1 Furtronics carries out repairs outside the warranty on the basis of a quotation approved in advance.
16.2 The Customer sends the Product clean, dry and properly packed. Shipping costs are borne by the Customer, except in the cases set out in Article 9.8. Batteries are only to be included if Furtronics asks for them.
16.3 If fur, fabric or glue applied by the Customer has to be removed for a repair, Furtronics discusses this with the Customer first. Furtronics is not liable for damage to those materials if the Customer has agreed to their removal.
16.4 If the Customer does not collect or pay for a repaired Product within 3 months of being notified that it is ready, Furtronics may, after a final reminder In Writing, store or dispose of the Product at the Customer's expense.
Article 17 – Complaints
17.1 The Customer reports complaints as soon as possible after discovering the problem, via sales@furtronics.com. A Consumer who reports within 2 months of discovery is always on time.
17.2 Furtronics acknowledges a complaint within 3 working days and provides a substantive response within 14 days. If Furtronics needs more time, it says so within those 14 days and gives an expected response time.
17.3 If Furtronics and a Consumer cannot resolve a dispute together, the Consumer may submit it to the competent court. Furtronics is not affiliated with a disputes committee [or: is affiliated with …].
Article 18 – Governing law and competent court
18.1 These terms and every Agreement are governed by Dutch law. The United Nations Convention on Contracts for the International Sale of Goods (CISG) does not apply.
18.2 A Consumer who lives in another country retains the protection of the mandatory rules of that country.
18.3 Disputes with Business Customers are submitted to the competent court in the district of [place]. A Consumer may submit a dispute to the court that has jurisdiction by law.
18.4 The processing of personal data is governed by Furtronics' privacy statement, available at furtronics.com/privacy-policy.
Annex – Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract. You can also use the withdrawal function on furtronics.com.
To: [registered name] B.V. (Furtronics), [address, postcode, city], sales@furtronics.com
I/We* hereby give notice that I/We* withdraw from my/our* contract of sale of the following goods: [product description and order number]
Ordered on*/Received on*: [date]
Name of consumer(s): [name]
Address of consumer(s): [address]
Signature of consumer(s) (only if this form is submitted on paper): [signature]
Date: [date]
* Delete as appropriate.