Terms of service

These terms apply to every order you place on kiravans.com. They explain how ordering, delivery, returns and guarantees work. They never reduce the rights you have as a consumer under mandatory law.

1. Who we are and when these terms apply

kiravans.com is operated by Kiravans Netherlands BV, trading as Kiravans and Kiravans Europe (Chamber of Commerce no. 84264365; registered office Posthoornstraat 17, 3011 WD Rotterdam, Netherlands). Our full details are in our Legal Notice. We design and sell parts and accessories for campervan conversions.

These terms apply to every order you place on kiravans.com and form part of your contract with us, together with our Returns Policy and Shipping Policy. Please read them before ordering. You agree to them when you place an order, not merely by browsing the site.

The version of these terms in force when you place your order applies to that order.

2. Ordering and when the contract is made

1. You choose your items and go to checkout.
2. Before you pay, you can review and correct your order, delivery details and total.
3. You place your order by clicking the button marked as an order with an obligation to pay.
4. We email you an order confirmation. The contract between you and Kiravans is made when we send that email.

If we cannot accept an order, for example because an item is out of stock or a price is clearly wrong, we will tell you and refund anything you have paid.

You can order on the site in the language you are browsing. The contract is made in that language where we offer the site in it, and otherwise in English.

3. Prices, VAT and payment

Prices. Prices are in euros, and all prices include VAT. Delivery is charged separately and shown at checkout before you pay, according to our Shipping Policy.

VAT. Product pages show prices with VAT at the Dutch standard rate. When you enter your delivery address at checkout, VAT is recalculated at the rate of your delivery country, and the final price including VAT is shown before you pay. The total at checkout is the price you pay.

Price changes. We may change prices at any time, but never for an order you have already placed.

Payment. We accept the payment methods shown at checkout, which include major credit and debit cards and PayPal. Payment is taken when you place your order. Payments are handled by secure third-party providers. Your bank may ask you to confirm the payment with additional authentication. We do not see or store your full card details.

Pricing errors. If a price is obviously wrong, we may cancel the order and refund you in full, as long as we tell you before the goods are dispatched.

4. Delivery

• Where: we deliver to the countries listed in our Shipping Policy, from our warehouse in the Netherlands. We cannot deliver elsewhere.
• Dispatch: items in stock ordered before 12:00 (Central European Time) on a working day normally leave the same day. Otherwise they leave the next working day.
• Delivery times: the times in the Shipping Policy are estimates. We deliver without undue delay and in any case within 30 days of your order, unless we agree otherwise with you.
• Late delivery: if your order has not arrived after 30 days, tell us. You can give us a further reasonable period to deliver. If we still do not deliver, you can cancel the order and we will refund you in full.
• Receiving your order: large items may need a signature. The goods become your responsibility once you, or someone you have named, take possession of them. Please check the parcel when it arrives and tell us and the carrier about any visible damage as soon as possible, with photos.
• Changes: once our warehouse has started processing your order, we cannot change it. This does not affect your right to cancel or return it under section 5.

5. Right to cancel and returns

The full rules are in our Returns Policy. In summary:

• 14-day right to cancel. If you are a consumer in the EU, you can cancel your order within 14 days of receiving it, without giving a reason. Tell us clearly by email, post or the cancellation form in the Returns Policy, then return the goods within 14 days of telling us.
• 90-day returns. As a goodwill extra, you can return any item within 90 days of receiving your order, for a refund or exchange, for any reason.
• Return Auth number. Email us first to get a Return Auth number, and write it on the parcel. Parcels without one may be delayed.
• Return costs. For a change of mind, including ordering the wrong part or quantity, you pay the cost of returning the goods to our warehouse. For faulty, damaged, wrong or not-as-described items, or orders that arrive more than 30 days late, we pay.
• Condition. Returned items must be unused, undamaged, complete and in their original packaging. A trial fit is fine. If an item has lost value because it was handled more than needed to check it, we may reduce your refund by that amount.
• Carpet and other items sold on a roll can only be returned if uncut and in the full length sold. Partial returns are not possible.
• Refunds are paid within 14 days of the earlier of us receiving the goods or you showing proof of posting, to your original payment method, at no charge. The standard delivery you paid is refunded if you return the whole order.

Business customers do not have the legal right to cancel; see section 10.

6. Guarantees

You have two separate guarantees. Using one never reduces the other.

Legal guarantee (2 years). As a consumer in the EU, you are protected by the legal guarantee of conformity for at least 2 years from delivery. If an item does not match its description or is faulty, you are entitled to have it repaired or replaced free of charge. If that is not possible, you are entitled to a price reduction or a refund. The legal guarantee against hidden defects also applies. These rights are set by law and apply whatever else we offer.

Kiravans 3-year warranty. On top of your legal rights, every item bought from Kiravans comes with a 3-year warranty. If an item becomes defective within 3 years of purchase under normal and reasonable use, contact us with your order number and we will arrange a replacement. We pay the return costs for warranty claims.

The guarantees apply to items bought directly from us. If you bought through a reseller or conversion firm, please contact them.

7. Product information, availability and fitment

We do our best to keep descriptions, specifications, fitment lists and prices accurate. Errors can still happen, and we correct them when we find them. Images and colours on screen may differ slightly from the real product.

Before ordering, please check that the product fits your vehicle and your plans. If you are unsure, contact us and we will confirm it for you. For parts that affect vehicle safety, such as windows, seats and fixings, follow the fitting instructions and the rules of your country, and use a qualified installer if in doubt. Some modifications need approval or inspection in some countries.

We try to keep listed items in stock. If an item you ordered is unavailable, we will tell you promptly, agree an alternative or a new date with you, or refund you.

8. Complaints and consumer mediation

If you have a complaint, email email@kiravans.com or write to Kiravans Netherlands BV, Posthoornstraat 17, 3011 WD Rotterdam, Netherlands, quoting your order number. You can also call +44 1535 661 273 (Monday to Friday, 9:00–17:00 UK time). We aim to reply by the next working day.

If we cannot resolve your complaint, you can refer the dispute to our consumer mediator:

• Mediator: De Geschillencommissie (the Dutch Foundation for Complaints and Dispute Resolution)
• Website: https://www.degeschillencommissie.nl/
• Postal address: see the mediator's website for contact details

Before going to the mediator, you must first have contacted us in writing. Using the mediator does not affect your right to go to court.

9. Liability

Nothing in these terms limits or excludes our liability for death or personal injury, for intentional wrongdoing or gross negligence, for defective products where the law makes us liable, or for any other liability that cannot be limited by law. Nor do they affect your legal rights as a consumer, including the guarantees in section 6.

Otherwise, if we break these terms, we are responsible for the loss you suffer that was a foreseeable result of our breach. We are not responsible for loss that was not foreseeable when the contract was made.

10. Business customers

You are a business customer if you buy for your trade, business or profession. For business customers:

• The legal right to cancel and the consumer guarantees in this document do not apply. Our 90-day returns policy and 3-year warranty do.
• All prices include VAT, including for trade accounts. We issue a VAT invoice with every order.
• Our liability for loss, other than loss we cannot exclude by law, is limited to the price of the goods concerned. We are not liable for indirect loss, such as lost profit.

To open a trade account, use our trade account page.

11. Privacy, intellectual property and changes to these terms

Privacy. How we use your personal data, and your rights over it, are explained in our Privacy Policy.

Intellectual property. Unless stated otherwise, the content of this site belongs to Kiravans Netherlands BV or its group companies, or is used with permission. You may not copy, reproduce or use it without our written permission, except as the law allows.

Changes. We may update these terms. The version in force when you place an order applies to that order. Changes to the terms do not affect orders already placed.

If part is invalid. If any part of these terms is found to be invalid, the rest stays in force.

12. Governing law and courts

Consumers. These terms and your contract with us are governed by Dutch law. This does not take away the protection of the mandatory consumer rules of the country where you live, which always continue to apply. You can bring a claim against us in the courts of the Netherlands or in the courts of the country where you live. We will bring claims against you only in the courts of the country where you live.

Business customers. Dutch law applies, and the courts of Rotterdam have exclusive jurisdiction. The UN Convention on Contracts for the International Sale of Goods does not apply.