Productpine Terms and Conditions

For consumers who buy via productpine.com

Version 1.0, in force from 20 August 2026.

In short

On productpine.com you buy from a seller. That seller is your counterparty in law: the seller delivers your product, gives the guarantee and handles your return. Productpine Retail B.V. is the platform: we bring you and the seller together, take care of the order process, collect the payment on behalf of the seller and help you through the service desk. If you pay us in full via the platform, you are definitively discharged from your payment obligation to the seller; the seller can never ask you for payment again afterwards. Part A is about you and Productpine, Part B about your purchase with the seller and Part C explains what the condition grades and the battery types mean. If you have a question or a complaint, the service desk of Productpine is your first point of contact: via the platform or by email at info@productpine.com.

Part A. The platform (you and Productpine Retail B.V.)

Article 1. Definitions

In these terms we mean by:

You or your: you as the buyer, the person who buys a product from the seller via the platform. What applies if you buy in the course of your profession or business is set out in article 3.
Platform: the online marketplace of Productpine, available via productpine.com and the associated pages and applications.
Productpine, we or us: Productpine Retail B.V., with its registered office at Muntplein 10 B, 1012 WR Amsterdam, Chamber of Commerce number 76094448. We operate the platform and we are your counterparty under Part A of these terms. We are not a party to your purchase.
Seller: the business that sells you the product via the platform and delivers it to you. The seller is your counterparty under the purchase. You can see which seller you are buying from on the product page before you order; the name and the company details of that seller are also stated in your order confirmation and on your invoice.
Product: the item that is offered via the platform, in the state described on the product page.
Order: the order you place with one seller via the platform. If you pay in one go for products from several sellers, several orders arise: one per seller.
Purchase: the contract of sale between you and the seller that is concluded via the platform.
Service desk: the customer service of Productpine, available via the platform. The service desk is your first point of contact and acts on behalf of the seller.
Withdrawal period: the period of 30 days within which you can withdraw from the contract without giving reasons.
Product conditions: the explanation in Part C of what the condition grades and the battery types mean and what further explanation belongs to your purchase, such as about the contents of the box, delivery free of data and the seller's guarantee. The product conditions form part of your purchase.
Seller's guarantee: the guarantee that the seller gives with the product, in addition to your statutory rights. In legal language this is called the commercial guarantee. The duration is stated on the product page.

Article 2. Who we are and what we do

2.1 We are Productpine Retail B.V., with its registered office at Muntplein 10 B, 1012 WR Amsterdam, Chamber of Commerce number 76094448. You can reach us through the service desk on the platform or by email at info@productpine.com.

2.2 We operate the platform and act as intermediary between you and the seller. We facilitate the platform, the payment processing and the customer service.

2.3 The purchase is concluded between you and the seller. We are not a seller of the products on the platform and not a party to your purchase. Nor are we responsible for the performance of your purchase by the seller.

2.4 You can see who the seller is on the product page before you order. The name and the details of the seller are also stated in your order confirmation and on your invoice.

2.5 The platform runs on software of Productpine B.V. That company only supplies that software and is not a party to your order and not a party to your purchase.

Article 3. What these terms apply to

3.1 These terms consist of three parts. Part A is about your use of the platform and applies between you and Productpine Retail B.V.: your account, the order process, the payment processing through us and the help of the service desk. Part B is about the purchase itself and applies between you and the seller: the offer, the delivery, the withdrawal period, returning, guarantee and refund. Part C explains what the condition grades and the battery types mean and what else belongs to your purchase. Where Part B states that we do something, we do so as the platform or on behalf of the seller; that does not make us a party to your purchase.

3.2 Part B applies to every offer of the seller on the platform and to every purchase between you and the seller that is concluded via the platform. Every seller on the platform uses Part B as its sales terms. Part A applies in addition to the use of the platform itself, including your account, the payment processing and the customer service.

3.3 Part C belongs to the offer and forms part of your purchase. The condition of the product is recorded with your order and is also stated in the confirmation you receive after your order; that recorded condition is decisive for your purchase.

3.4 If the parts contradict each other about the purchase, Part B prevails; if the dispute is about the use of the platform itself, Part A prevails. Part C explains what the terms mean that are used in Part A and Part B.

3.5 These terms never limit your mandatory statutory rights as a consumer. Deviations from these terms are only valid if they have been agreed in writing and never apply to your disadvantage compared to mandatory law.

3.6 If a provision is invalid or is annulled, the remaining provisions continue to apply in full.

3.7 These terms are written for consumers. If you buy in the course of your profession or business, the rights that exist only for consumers, including the withdrawal period, do not apply to you.

3.8 These terms are a translation of the Dutch text. If the English and the Dutch version differ, the Dutch text prevails. This does not affect the mandatory rules of the country where you live.

Article 4. Use of the platform

4.1 You can order with an account and without an account. If you create an account, you handle your login details with care.

4.2 You provide correct and complete details, such as your name, your delivery address and your email address. We and the seller may rely on those details when carrying out your order.

4.3 Misuse of the platform is not allowed. This includes fraud, paying with details that are not yours, providing false details and buying up stock automatically, for example with resale bots. In the event of misuse we can always limit your access to the platform. We can refuse an order as long as the purchase has not yet been concluded; once the purchase has been concluded, Part B applies.

4.4 As long as the purchase has not yet been concluded, we can refuse an order or not pass it on to the seller if there is a well-founded reason for doing so. We let you know this as soon as possible and refund what you have already paid within 14 days. Once the purchase has been concluded, Part B applies.

Article 5. The offer, the condition and the ranking of offers

5.1 The product page contains a description of the product that is as accurate as possible. There you see the condition according to Part C, where applicable the battery type, the price, the indicative delivery time and the duration of the seller's guarantee (see article 20).

5.2 On the product page you also see which seller you are buying from. The name and the company details of that seller, including the address, the registration number and the seller's contact details, are stated with the offer, in your order confirmation and on your invoice. You can reach the seller through the service desk of Productpine, which acts on the seller's behalf (see article 8).

5.3 The condition is the reference point for what you may expect from the product. Characteristics and signs of use that are stated on the product page, including the condition grade, are not a defect and not a failure of the seller.

5.4 If several sellers offer the same product in the same condition, we show one offer of it. Which offer that is, we determine on the basis of the price including shipping costs, the service of the seller and the guarantee the seller gives. A seller cannot buy this position.

5.5 Obvious mistakes and obvious errors in the offer, including an evidently incorrect price or an error in the description, do not bind the seller.

Article 6. Ordering and the conclusion of the purchase

6.1 Ordering works as follows: you put the product in your shopping basket, you fill in your details, you choose a payment method and you complete the order. Before you complete the order, you see which seller you are ordering from and you see the total amount you pay, including VAT, shipping costs and any service costs.

6.2 Your order is an offer to the seller. You receive from us, on behalf of the seller, an email confirming that we have received your order. That acknowledgement of receipt only confirms that your order has been received and does not count as acceptance.

6.3 The purchase is concluded at the moment the seller takes your order into processing or ships it, and at the latest at the moment the seller has not cancelled your order within 2 working days after receipt. After that the seller proceeds to deliver; there is no separate confirmation step.

6.4 If the seller cancels your order within that period, for example because the product is no longer available, no purchase is concluded. We let you know this and you get the full amount paid back within 14 days.

6.5 Up to the moment of shipment you can cancel your order free of charge through the service desk. After cancellation you get the full amount paid back within 14 days.

6.6 If you pay in one go for products from different sellers, you buy from each of those sellers separately. You pay in one go, but you get a separate order, a separate delivery and a separate withdrawal period per seller. You also arrange your return per order.

Article 7. Paying through Productpine

7.1 You owe the purchase price to the seller. All payments for orders on the platform run through Productpine Retail B.V.: you pay us via the payment methods on the platform and not directly to the seller.

7.2 The seller has authorised us to receive payments on the seller's behalf. By paying us in full via the platform you are definitively discharged from your payment obligation to the seller, regardless of what happens afterwards. The seller can therefore never ask you for payment again.

7.3 If you pay the seller directly outside the platform, that payment does not discharge you from your payment obligation for your order on the platform.

7.4 You also receive refunds from us. We refund on behalf of and for the account of the seller.

7.5 The prices on the platform include VAT. For used products that fall under the special scheme for second-hand goods (margin scheme), the VAT is not stated separately; that is shown on your invoice.

7.6 Which payment methods are available can vary. In the order process you see which methods you can choose. You receive your invoice or purchase confirmation on behalf of the seller via the platform.

7.7 Any service costs are costs of Productpine for the use of the platform. With any service costs we pay, for example, for the quality control of sellers and products, so that you can shop with us safely. If they apply, you always see them before you complete your order. If you cancel your order or withdraw from your entire order, they are included in the refund.

Article 8. Our service role and intervention

8.1 The service desk is, on behalf of the seller, your first point of contact for questions and complaints about your order and about your purchase. You reach the service desk via the platform. You can also reach the seller through the service desk.

8.2 We handle questions and complaints as quickly as possible. The seller is responsible for the substantive solution: repair, replacement or refund.

8.3 We aim to respond as quickly as possible, usually within 1 working day. If you need a return label, you usually receive it within 2 working days. We usually work on a solution within 5 working days after the seller has your product back; in complex cases or with large and heavy products it takes longer, usually within 15 working days.

8.4 These are target periods and not firm commitments; this does not affect your statutory rights.

8.5 If the seller does not fulfil its obligations towards you, we can intervene. We do so, for example, if the seller does not respond to a request that we have forwarded, if the seller offers no solution after receiving a returned product, if the seller does not resolve a well-founded complaint within a reasonable period, or if the seller structurally fails to deliver good solutions.

8.6 If we consider your request well-founded, we can carry out a solution on behalf of and for the account of the seller: refund, replacement or repair.

8.7 The fact that we provide the customer service and sometimes intervene does not make us a party to your purchase and does not limit the responsibility of the seller.

Article 9. If a seller goes bankrupt

9.1 Your purchase is with the seller. If a seller goes bankrupt or ceases its activities, the obligations to deliver, to give guarantee and to refund continue to rest on that seller.

9.2 If you have paid us via the platform, you have been discharged from your payment obligation. That remains so if the seller subsequently goes bankrupt or ceases its activities: the seller and the seller's trustee in bankruptcy, the person who handles the bankruptcy, cannot ask you for payment again.

9.3 Amounts that you have paid and that are still held by us at that moment, we settle within the authorisation that we have from the seller. In doing so we act on behalf of and for the account of the seller.

9.4 What we cannot guarantee: a bankruptcy of the seller can have consequences for a pending order and for a claim under the seller's guarantee. We cannot guarantee that a bankrupt seller will still deliver, repair or replace.

9.5 What we do do: you can turn to the service desk and we make every effort to reach a suitable solution together with you. Your statutory rights towards the seller continue to exist.

Article 10. Our liability

10.1 We are the platform and not a party to your purchase. For the purchase itself, including the delivery, the state of the product, the guarantee and the refund, the seller is responsible and liable.

10.2 We make every effort to keep the platform working properly, but cannot guarantee that it is always available without interruption.

10.3 If something goes wrong in the platform itself, for example in the order process or in the payment processing, our liability per event is limited to the amount of the order concerned.

10.4 This limitation never applies in the event of intent or deliberate recklessness on our part, and never in cases in which the law does not permit a limitation of liability.

10.5 Nothing in these terms limits our liability for intent or deliberate recklessness, and nothing limits our liability in cases in which mandatory law does not permit this.

Article 11. Privacy and reviews

11.1 How we handle your personal data is set out in our privacy policy at productpine.com/nl-NL/privacy. It also states which data we share with the seller in order to carry out your order.

11.2 We collect reviews via Google and Trustpilot. We do not ourselves display reviews that do not come from there.

11.3 We do not place or buy reviews ourselves. If you see a review that is not correct, let us know through the service desk; we will then report it to Google or Trustpilot.

Article 12. Changes to these terms

12.1 We can change these terms, for example if the platform changes, if our range changes, if we tighten the condition criteria or if new rules require this.

12.2 If we change something substantive, we show this on the platform before the new version takes effect. At the top of these terms you see which version applies.

12.3 The version of these terms that applied at the moment you placed your order continues to apply to that order.

12.4 The condition of your product is always stated in the confirmation you receive after your order. That way you and we know exactly which condition has been agreed, even if Part C is amended later.

Article 13. Complaints, applicable law and disputes

13.1 If you have a complaint about your order, about a product or about our services, report it first to the service desk, via the platform. We take your complaint into handling and look for a solution together with the seller.

13.2 We respond to your complaint within the target periods of article 8. If we are unable to handle your complaint within those periods, we let you know how much longer it is expected to take.

13.3 If you and the service desk do not reach a solution, you can bring the dispute before the court; see article 13.5.

13.4 Dutch law applies to these terms and to your purchase. If you live in another country of the European Union, you also retain the protection of the mandatory rules of the law of your country of residence.

13.5 A dispute can be brought before the competent Dutch court. As a consumer you may also bring the dispute before the court of your place of residence that is competent according to the law.

Part B. The purchase (you and the seller)

Article 14. Delivery

14.1 The seller delivers to the address you have provided. The seller ships your order itself or through a carrier.

14.2 The delivery time on the product page is a careful indication and not a strict deadline. The seller makes every effort to deliver within the delivery time shown. Delivery takes place in any event within 30 days at the latest. If that does not happen, you can terminate the contract free of charge and you get your money back in full.

14.3 As soon as your order is on its way, you find the shipping information (track and trace) in your account or you receive it by email via the platform.

14.4 Until the moment your order has been delivered to you or to someone you have designated, the risk of damage and loss lies with the seller.

14.5 If your parcel has arrived damaged, if a product is missing, or if your parcel has been reported as delivered while you have not received it, report this as soon as possible, and preferably within 3 working days after the delivery or after the expected delivery, to the service desk, so that we can start an investigation with the carrier; this does not affect your statutory rights. If you report it later, we will still help you.

14.6 We follow it up and start an investigation together with the carrier. For that we need your cooperation, for example a statement of what has happened.

Article 15. Withdrawal period of 30 days

15.1 You have a withdrawal period of 30 days, with every seller on the platform. During that period you can withdraw from the contract without giving reasons.

15.2 The withdrawal period starts on the day after you have received the product, or someone you have designated for this; if you order several products in one order, the last product counts. If you order from several sellers at the same time, the withdrawal period runs separately per order.

15.3 This period of 30 days is a voluntary extension of the statutory withdrawal period of 14 days; this does not affect your statutory rights.

15.4 For some products the right of withdrawal does not apply by law. Which products these are is set out in article 19. If that applies to a product, it is stated with the offer.

Article 16. What to watch out for during the withdrawal period

16.1 During the withdrawal period you handle the product and the packaging with care. You may unpack and use the product to the extent necessary to assess its nature, its characteristics and its functioning, as you would also be allowed to do in a shop.

16.2 You are liable for diminished value of the product that results from use that goes further than is permitted under article 16.1.

16.3 Before you send the product back, you remove your own data from the product and you disconnect accounts that are linked to the product, such as an Apple ID or a Google account.

16.4 You pack the product safely; if the original packaging is missing, then in a sturdy protective box. A product with a damaged or swollen battery may not be shipped; in that case contact the service desk first.

Article 17. Registering your return and sending it back

17.1 You notify the withdrawal within the withdrawal period to the service desk of Productpine, by means of an unambiguous statement. For this you can use the model withdrawal form in the annex to these terms; use of that form is not mandatory. You then receive instructions and a return label.

17.2 You send the product back to the return address of the seller within 14 days after your notification, with all accessories supplied.

17.3 Erase your own data from the product before you ship it and disconnect linked accounts, such as your Apple ID or your Google account. If the battery is damaged or swollen, do not ship the product and contact the service desk first.

17.4 The seller bears the costs of the return shipment. Returning is therefore free of charge for you.

17.5 Exception: for bulky products that cannot be shipped as a standard parcel, such as large household appliances, return or delivery costs can be charged if and as stated in advance on the product page. This also includes costs that arise because you have not kept to an agreed delivery appointment.

Article 18. Refund

18.1 After withdrawal you get all payments back, including the standard delivery costs for the outward shipment, within 14 days at the latest after you have notified your withdrawal. Refunding may be withheld until the seller has the product back or until you have demonstrated that you have sent the product.

18.2 The refund is made by the same means of payment as the one you paid with, unless you agree to a different means of payment. The refund is free of charge for you.

18.3 Refunds are carried out by Productpine, solely on behalf of and for the account of the seller.

18.4 If the product has diminished in value through use that goes further than is permitted under article 16.1, the diminished value for which you are liable under article 16.2 can be deducted from the amount to be refunded.

Article 19. When the withdrawal period does not apply

19.1 The right of withdrawal does not apply to:

products that have been supplied sealed for reasons of health protection or hygiene and whose seal has been broken after delivery;
products that have been made according to your specifications or are clearly intended for a specific person;
sealed software or data carriers whose seal has been broken after delivery;
other statutory exceptions, provided that this has been clearly stated with the offer before the purchase was concluded.

19.2 If one of these exceptions applies to a product, this is stated with the offer.

Article 20. Guarantee

20.1 Your statutory rights always come first. The seller warrants that the product conforms to the purchase: to the description and the condition on the product page, to the reasonable requirements of soundness and usability in view of that condition, and to the statutory provisions. That is the statutory guarantee. Characteristics and signs of use that are stated on the product page are not a defect. Nothing in these terms limits your statutory rights.

20.2 In addition to the statutory guarantee, every product comes with a seller's guarantee from the seller; in legal language this is called the commercial guarantee. The duration is stated on the product page, so you always see it before you order. The seller's guarantee is given and borne by the seller and never limits your statutory rights.

20.3 Productpine is not your seller and does not give a guarantee itself. We do help you: the service desk is your first point of contact and acts on behalf of the seller.

20.4 In the event of a justified claim under the seller's guarantee, the product is repaired. If repair is not possible, it is replaced by a product of equal or better condition. If that is not possible either, an appropriate (partial) refund follows. If it concerns a defect, you also have the rights that the law gives you, including repair or replacement and, if that does not succeed, price reduction or termination of the contract.

20.5 If you get money back under the seller's guarantee outside the withdrawal period, the refund can be based on the current value of the product, taking into account age and use. This does not apply if you invoke your statutory rights.

20.6 The seller's guarantee does not apply in the case of: drop, impact or moisture damage; oxidation; damage caused by non-certified chargers or accessories; interventions in the software (such as jailbreaking or rooting); repair or opening by anyone other than the seller or a party designated by the seller; normal wear, including normal battery wear; vulnerable parts such as glass and screens in so far as there is no defect; water resistance or dust resistance, which may have been lost through refurbishment; consequential damage; and data loss, for which you make back-ups yourself. These exclusions do not apply to the statutory guarantee.

20.7 Which exclusions apply to a product is stated with the offer; the full list is set out in article 20.6.

20.8 The seller's guarantee is not an insurance and does not cover loss or theft of the product. Please note: all these exclusions apply only to the seller's guarantee and never to your statutory rights.

20.9 For refurbished and second-chance products, what is set out in Part C applies in addition. There you read what the condition grades and the battery types mean and what applies to all conditions.

20.10 If you discover a defect, report it as soon as possible after discovery through the service desk, with your order number; this does not affect your statutory rights.

Article 21. Refurbished products

21.1 Unless stated otherwise, the products on the platform are used, refurbished or second-chance products. The condition per product is stated on the product page according to Part C.

21.2 With refurbished products, the accessories supplied do not have to be original, but they are compatible and fully functional. Which accessories are supplied is stated on the product page.

21.3 Where applicable, the battery type is stated on the product page, according to the classification in article 23.

21.4 Products have been reset to factory settings and are free of data and account locks of previous users.

Part C. Explanation of the conditions

Article 22. The condition grades

On Productpine you buy second-chance and refurbished products. Second-chance means that a product already has a first life behind it. Refurbished means that a used product has been made suitable for a second life. What exactly you may expect is stated with the condition on the product page. Unless something else is stated on the product page, the product you buy is used, refurbished or second-chance.

The products on Productpine are sold by our sellers. So you buy from a seller and not from Productpine. You see who your seller is on the product page, in your order confirmation and on your invoice. The seller determines the condition of its product and describes it according to this part.

The condition on the product page is the reference point for what you may expect. Signs of use and characteristics that are stated there are not a defect. Are you in doubt about the condition of a product? Then put your question to the service desk, our customer service, before you order.

A product on Productpine is given one of these five condition grades. The grade is about the state of the product: how many signs of use you can see. Per condition you see below first the short description as it is stated with the offer and then the full description.

New: New product with full legal guarantees.

This product is brand new, unused, and comes with full guarantees. It is in perfect condition and ready for use, with no signs of wear.

Excellent: Like new, clean, and intact. Suitable as a gift.

This product is refurbished and in excellent condition. It looks like new with no visible signs of use. The device has been cleaned, tested, and fully checked for functionality by the seller. Give this refurbished product a second life and contribute to a more sustainable world.

Very good: Very good condition with light signs of use not visible at arm's length.

This product is refurbished and in very good condition. It has light signs of use that are not visible at arm's length. The device has been cleaned, tested, and fully checked for functionality by the seller. Help create a more sustainable world by giving this refurbished product a second life.

Good: Good condition with signs of use visible at arm's length.

This product is refurbished and in good condition. There may be visible signs of use, such as scratches that are visible at arm's length. The device has been cleaned, tested, and fully checked by the seller for complete functionality. Make the world more sustainable by giving this refurbished product a second life.

Fair: Functional with visible signs of wear, including discoloration and minor damage.

This product is refurbished and in fair condition, with visible signs of use such as scratches or dents. The device has been cleaned, tested, and fully checked for functionality by the seller. Contribute to a more sustainable world by giving this refurbished product a second life.

These are our standard descriptions. The seller can fill in its own, more specific description per product; if that is stated on the product page, it prevails.

With large appliances, such as washing machines and refrigerators, what mainly counts is the side you see in use. Marks on the side or the underside weigh less heavily.

Condition remains partly a matter of perception. That is why we ask sellers to show as well as possible, in text and images, what you get.

What applies to all refurbished conditions: signs of use are assessed at arm's length, and the device has been cleaned, tested and checked for functionality by the seller. A product with the condition New is brand new and unused.

Article 23. Battery

If a product has a battery, the product page states which battery type you get. We work with three types.

New battery: a new, unused battery. With Apple devices this comes with a battery condition of more than 95%.
Regular battery: a used battery that works well. With Apple devices this comes with a battery condition of more than 80%.
Used battery: a used battery with less capacity, with Apple devices less than 80%. This type only occurs with Apple devices and is always stated separately on the product page.

With Apple devices the battery condition can be read out. That is why we state percentages there.

With other brands the battery condition cannot be read out reliably: the manufacturers do not release that data. With an Android device you therefore only see New battery or Regular battery, without a percentage.

A battery wears out through use. Normal battery wear is not covered by the seller's guarantee.

Article 24. What is in the box

A refurbished or second-chance product does not always come in the original box and an original charger is not always included.

Which accessories you get is stated on the product page. Are you in doubt whether something is included? Ask the service desk before you order.

If you get accessories, they are compatible with your product and work properly. They are new, unless something else is stated on the product page. So they are not always from the original manufacturer.

Article 25. Delivered free of data

We require our sellers to make sure that a product reaches you free of data. Free of data means that the data of the previous user has been erased and that the product has been disconnected from accounts, such as an Apple ID or a Google account.

How that is done differs per product. With phones, tablets and laptops sellers can erase the memory with a factory reset; with other products this is done in another way.

Is there still something on your product after all, for example data of someone else or an account lock? Then contact the service desk immediately. Do not try to bypass a lock yourself; we will take it up for you together with the seller.

If you send a product back yourself, for example for a return or a guarantee claim, first erase your own data and disconnect your accounts.

Annex: Model withdrawal form

(complete and return this form only if you wish to withdraw from the contract. You can also notify your withdrawal in another unambiguous way, see article 17.1.)

You can also download and print this form as a pdf.

To: the seller of your order, as stated on the product page and in your order confirmation. You submit this form via the service desk of Productpine, which receives it on behalf of the seller: info@productpine.com.
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*)/received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:

(*) Delete as appropriate.