General Terms and Conditions

Terms and Conditions
This website is operated by Susan & Lily. Throughout this site, the terms “we,” “us,” and “our” refer to Susan & Lily. Susan & Lily offers this website, including all information, tools, and services available on this site to you, the user, conditioned upon your acceptance of all terms, policies, and notices stated here.

By using our site and/or making a purchase, you engage with our “Service” and agree to be bound by the following Terms of Service (“Terms,” “Agreement”), including any additional terms and policies referenced herein and/or available via hyperlinks. These Terms apply to all users of the site, including, but not limited to, browsers, vendors, customers, merchants, and/or content creators.

Please read these Terms carefully before accessing or using the website. By accessing any part of the site, you agree to be bound by these Terms.

If you do not agree with all terms of this Agreement, you may not access the website or use any services. If these Terms are considered an offer, acceptance is expressly limited to the terms herein.

Any new features or tools added to the current store shall also be subject to these Terms. You can always review the most current version of the Terms on this page.

We reserve the right to update, change, or replace any part of these Terms by posting updates and/or changes on our website. It is your responsibility to check this page periodically for changes. Your continued use of the website after changes are posted constitutes your acceptance of those changes.

Our store is hosted on the Shopify Inc. platform, which provides us with the online e-commerce platform to sell our products and services to you.

Article 1 – Definitions
In these Terms, the following definitions apply:

• Withdrawal period: the period in which the consumer may exercise the right of withdrawal;
• Consumer: a natural person who is not acting in the course of a profession or business and concludes a distance contract with an entrepreneur;
• Day: calendar day;
• Long-term contract: a distance contract regarding a series of products and/or services, the performance of which and/or collection is spread over time;
• Durable medium: any device that enables the consumer or entrepreneur to store information addressed to them in a way that allows later viewing and unchanged reproduction of the stored information;
• Right of withdrawal: the consumer's right to withdraw from a distance contract within the withdrawal period;
• Entrepreneur: a natural or legal person who offers products and/or services to consumers at a distance;
• Distance contract: a contract concluded under an organized system of distance sales of products and/or services, without the simultaneous physical presence of the consumer and entrepreneur, using exclusively means of distance communication;
• Means of distance communication: a tool enabling the conclusion of a contract without the physical presence of the consumer and the entrepreneur in the same place;
• General Terms: these General Terms and Conditions of the entrepreneur.

Article 2 – Identity of the Entrepreneur

• Email: info@susanandlily.com
• Company Name: Ycom Flow
• Trade Register Number: 97507490
• VAT Number: NL005274969B62
• Return Address:
  CHN Warehouse
  Attn: Melody
  CHN SNG092711
  Phone: 17758231352
  Address: No. 160 Nijiayan Road, Jiangbei District
  City: Ningbo
  Province: Zhejiang
  Postal Code: 315000
  Country: China

Article 3 – Scope
These general terms apply to every offer of the entrepreneur as well as every distance contract and order between the entrepreneur and the consumer.

• Before concluding a distance contract, the text of these general terms will be made available to the consumer. If this is not possible, the consumer is informed that the terms are available from the entrepreneur and will be sent free of charge upon request.
• If the distance contract is concluded electronically, the text of these general terms may be made available electronically in a way that allows the consumer to easily store them on a durable medium. If this is not possible, the consumer is informed where the terms can be reviewed and that they will be sent promptly by electronic or other means upon request, free of charge.

Article 4 – Offer
If the offer is valid for a limited time or is conditional, this will be clearly stated. The offer is non-binding. The entrepreneur reserves the right to change it. The offer contains a full and accurate description of the products and/or services offered, enabling the consumer to make a proper assessment. Obvious mistakes or errors do not bind the entrepreneur. Images are faithful representations, but color accuracy cannot be guaranteed.

The offer clearly states: price (excluding customs duties and import VAT, which are borne by the customer), possible additional costs (e.g., postage/taxes by the delivery company), steps to conclude the contract, payment, delivery, performance conditions, withdrawal rights, offer validity/price guarantee, communication means, contract archiving, error correction methods, available languages, applicable codes of conduct, and minimum duration of long-term contracts.

Article 5 – Agreement
The agreement is concluded when the consumer accepts the offer and fulfills its conditions. If acceptance is electronic, the entrepreneur will immediately confirm receipt. Until confirmation, the consumer may cancel the agreement. The entrepreneur provides a secure online environment and appropriate payment safeguards. The entrepreneur may also verify the consumer's ability to fulfill payment obligations. For justified reasons, the entrepreneur may refuse orders or impose conditions. The entrepreneur will provide the consumer with: the company's address for complaints, return policy, warranty and after-sales information, key details from Article 4 (if not already provided), and long-term contract termination conditions. Each agreement is subject to product availability.

Article 6 – Right of Withdrawal
The consumer may withdraw from the purchase within 14 days without giving any reason, starting from the day the product is received. The consumer must handle the product carefully and return it (including accessories and original packaging, if possible) when exercising withdrawal. Withdrawal must be communicated within 14 days via email or written statement, and the product returned within the following 14 days. Proof of return may be required. If deadlines are not met, the purchase becomes final.

Article 7 – Costs in Case of Withdrawal
If the consumer exercises the right of withdrawal, they bear the cost of returning the products. If already paid, the entrepreneur will refund the amount within 14 days of withdrawal, provided the product has been returned or proof of return presented.

Article 8 – Exclusion of Withdrawal
The entrepreneur may exclude withdrawal for: custom-made products, clearly personal items, perishable or non-returnable products, products subject to market fluctuations, newspapers and magazines, audio/video/software media with broken seals, hygiene products with broken seals, services (e.g., accommodation, transport, events) started with consumer consent before the withdrawal period expires, lotteries and games of chance. This exclusion must be clearly indicated in the offer or before concluding the contract.

Article 9 – Prices
Prices will not increase during the offer period, except for VAT changes. For products subject to market fluctuations, variable pricing will be clearly indicated. Price increases within 3 months of the contract are only possible due to legal changes. After 3 months, increases require consumer consent or legal justification. Delivery outside the EU is VAT-exempt; customs duties and import taxes may apply, borne by the customer. All prices may contain typographical errors. The entrepreneur is not obliged to fulfill orders with incorrect pricing resulting from such errors.

Article 10 – Compliance and Warranty
The entrepreneur guarantees that products and/or services comply with the contract, offer specifications, reasonable quality and/or fitness requirements, and applicable laws and regulations at the time of the contract. Unless otherwise specified, the entrepreneur also guarantees suitability for alternative uses. Any warranty from the entrepreneur, manufacturer, or importer does not affect statutory rights of the consumer. Defects or incorrect deliveries must be reported in writing within 14 days of delivery. Products must be returned in original, undamaged packaging. Entrepreneur warranty coincides with manufacturer warranty. The entrepreneur is not liable for the product's suitability for individual use or advice on product use. Warranty is void if the consumer has repaired or modified the product themselves or through third parties, or if products were misused, exposed to abnormal conditions, or used contrary to instructions or packaging information.

Article 11 – Delivery and Performance
The company will carefully fulfill orders and use reasonable efforts to complete them promptly, usually within 30 days unless otherwise agreed. If delivery is delayed beyond this period or cannot be completed in full or part, the customer will be notified immediately. If fulfillment is impossible, the customer may cancel the order without cost and receive a full refund within a reasonable period, usually within 14 days of cancellation confirmation. If delivery of the ordered product is impossible, the company will make reasonable efforts to offer a suitable replacement. Customers will be clearly informed if a substitute product is sent. Risk of loss or damage remains with the company until delivery to the customer or designated representative, unless otherwise agreed.

Products are shipped directly from a third country (e.g., China). The company acts solely as an intermediary and does not handle import procedures or customs clearance in the destination country (such as Canada or Netherlands). All shipping and logistics matters are managed by an external provider from the country of origin. Customers are responsible for all customs duties, taxes, or other import fees imposed by the destination country. These fees are not included in the purchase price or shipping costs and must be paid directly by the customer. Failure to pay may result in delay, refusal, or return of shipment, for which the store is not liable.

Article 12 – Open-Ended Agreements: Duration, Termination, and Renewal
For open-ended agreements (e.g., subscriptions or recurring product deliveries), the customer may cancel at any time according to cancellation terms provided during purchase. Unless stated otherwise, cancellation notice must be given at least 7 days before the next billing cycle to avoid further charges.

For fixed-term agreements (e.g., 6- or 12-month plans), early cancellation may not be possible unless explicitly stated. If early termination is allowed, notice periods and any fees will be clearly outlined at purchase.

Cancellation must be done using the same method the agreement was concluded (e.g., via online account or customer service) unless alternative methods are provided.

Renewal:
Some products or services may be offered as subscriptions with automatic renewal at the end of each billing period. By purchasing such a subscription, the customer agrees to automatic renewal unless the subscription is cancelled according to the applicable rules. Renewal terms will be clearly presented at purchase, and where required by law, customers will receive advance notice for long-term subscription renewals. Trial or promotional plans automatically convert to paid plans unless cancelled before trial ends. Customers may cancel renewals at any time through account settings or customer service, unless otherwise specified.

Duration:
For agreements longer than one year, cancellation terms are governed by the individual contract at purchase. Unless stated otherwise, long-term agreements are not cancellable before the agreed period. If early termination is allowed, notice periods, fees, or return rules will be defined individually.

International shipments may be delayed due to customs inspections or other import procedures. Any delays, additional fees (e.g., customs or taxes), and administrative handling related to importation are the customer’s responsibility. The online store is not liable for such fees or delivery delays caused by these circumstances.

Article 13 – Payments
Unless otherwise agreed, amounts due from the consumer must be settled within 7 business days from the start of the withdrawal period (Article 6, Section 1). For service agreements, this period begins upon receipt of confirmation of the contract. The consumer must promptly report any discrepancies in provided or indicated payment details. In case of non-payment, the entrepreneur may charge reasonable costs, previously communicated to the consumer, in accordance with the law.

Article 14 – Complaints
Complaints regarding contract fulfillment must be submitted fully and clearly by the consumer within 7 days of detecting a defect. Complaints submitted to the entrepreneur will be processed within 14 days. If more time is required, confirmation of receipt will be sent within 14 days along with an estimated timeframe for a detailed response. Unresolved complaints may lead to dispute resolution procedures. Filing a complaint does not suspend the entrepreneur’s obligations unless stated in writing. If a complaint is justified, the entrepreneur may, at their discretion, replace or repair the defective product at no additional cost to the consumer.

Article 15 – Disputes
All agreements between the entrepreneur and consumer to which these general terms apply are governed exclusively by Dutch law even if the consumer resides outside the Netherlands.

Article 16 – Contact Information
Any questions regarding the Terms of Service can be sent to: info@susanandlily.com