Terms and Conditions

1. Who we are

Carro Automotive is located at Stavorenweg 4, Gouda, the Netherlands, and registered with the Dutch Chamber of Commerce under number 91033098. Our VAT number is NL004861874B04. You can reach us at info@carroautomotive.nl or +31 6 26058494.

In these terms, "we" and "us" mean Carro Automotive, and "you" or "the customer" means the party entering into an agreement with us or placing an order.

2. When these terms apply

These terms apply to all our quotes, orders, appointments, installation work and payments, including those arranged through our website, by phone or via WhatsApp.

Any deviation applies only if we have agreed it with you in writing. We expressly reject the customer's own purchasing conditions.

3. Offers and agreements

Our offers are without obligation until you accept them. Obvious errors or typos in prices and descriptions are not binding on us.

An agreement takes effect once you receive our confirmation, or once you have paid an order or payment request.

Whether a product fits your car depends on its make, model, year and trim. We advise to the best of our ability based on the details you provide. If that information is incorrect, we cannot guarantee a proper fit.

4. Prices

All prices are in euros and include VAT unless stated otherwise. Installation costs are listed separately where applicable.

For orders below €100 we charge €7.50 in shipping costs. Above that amount, shipping is free.

If additional work turns out to be necessary, we will discuss it with you first. We never carry out additional work without your approval.

5. Payment

You can pay using the methods we offer, including iDEAL, credit card, Bancontact and Apple Pay. Our payments are processed by Stripe.

Webshop orders are paid in advance. Work carried out in our workshop is settled on completion, unless agreed otherwise.

If you do not pay an invoice on time, we will first send a reminder with a reasonable period to pay. After that we may charge statutory interest and collection costs.

6. Down payments

For work and products we order or schedule specifically for you, we may ask for a down payment. You will receive a personal payment link for this. The page states what the down payment covers and the amount involved.

A down payment is not an extra cost: the amount is deducted in full from the final invoice.

Once we have ordered parts on the basis of your instruction, the down payment can no longer be refunded. We order those parts specifically for your car and cannot return them. This applies regardless of when you cancel.

If no parts have been ordered yet and you cancel the appointment at least 48 hours in advance, we refund the down payment in full.

If you cancel less than 48 hours in advance or do not show up, we charge for the reserved workshop time that we can no longer fill with other work. These costs come on top of the down payment: we do not offset them against it.

If the job does not go ahead because of us, we always refund the down payment in full.

We issue refunds within 14 days, using the same payment method you used.

7. Cancelling or rescheduling appointments

You can cancel or reschedule an appointment free of charge up to 48 hours in advance. Contact us by phone, WhatsApp or email. If parts have already been ordered for your job, the down payment for those remains due (see article 6).

If you cancel less than 48 hours in advance, or do not show up without notice, we charge for the reserved workshop time. At such short notice we could no longer have used that time for other work. These costs are separate from any down payment and are charged in addition to it.

If we have to reschedule — for instance due to illness or a part not arriving on time — we will let you know as soon as possible and arrange a new slot.

8. Delivery and shipping

We ship to the Netherlands, Belgium and Germany. Any delivery times we mention are indicative and never a strict deadline.

If a product turns out to be unavailable, we will tell you and you may cancel the order free of charge. We then refund you within 14 days.

Risk in the products passes to you as soon as you, or someone you have designated, takes receipt of the shipment.

9. Installation work

We carry out our work as a skilled installer and treat your car with care.

Please make sure your car is available at the agreed time and that we can access the parts we need. Remove valuables from the car; we are not liable for belongings left behind.

Tell us in advance if your car has known defects, has been modified before, or contains non-original electronics. That may affect the installation.

Installing electronics may require dismantling parts of the interior or connecting to existing wiring. This is part of the work and does not count as damage.

An installation may affect your car's manufacturer warranty. We recommend checking this with your dealer or importer; we cannot give a definitive answer on that.

10. Right of withdrawal for online orders

If you buy a product through our webshop as a consumer, you have 14 days to change your mind, starting from the day you receive the product. You do not need to give a reason. Notify us of your withdrawal at info@carroautomotive.nl.

Return the product within 14 days of your notice, complete and in the condition in which you could reasonably assess it. Return shipping costs are yours. We refund within 14 days of your notice, once we have received the product back.

The right of withdrawal does not apply to products we have custom-made or modified for you, nor to products that installation has made impossible to restore to their original state.

For services: if you expressly ask us to start within the cooling-off period and the service is fully performed, your right of withdrawal lapses. If the service is not yet complete, you pay for the part we have already carried out.

11. Warranty

You are always entitled to a product that does what you may reasonably expect of it. That statutory right applies regardless of any warranty.

The manufacturer's warranty applies to the products we supply. On our installation work we provide a 12-month warranty from the completion date.

The warranty lapses in the event of damage caused by improper use, by modifications someone else has made after us, or by external causes such as a collision, water damage or a voltage surge in the vehicle's electrical system.

12. Liability

If something does go wrong through our fault, our liability is limited to the amount we charged for the job in question, or to the amount our insurer pays out in that case.

We are not liable for consequential loss, such as lost income, replacement transport or missed appointments.

These limitations do not apply in the event of intent or deliberate recklessness on our part, nor where the law does not permit them.

13. Force majeure

If we cannot meet our obligations due to circumstances beyond our control — such as supply problems at manufacturers, outages or government measures — we suspend our obligations for as long as that situation lasts.

If the force majeure lasts longer than 30 days, both you and we may terminate the agreement. Anything you have already paid for which nothing has been delivered will be refunded.

14. Personal data

We process your data to carry out your order or appointment, to stay in touch with you and to meet our administrative obligations. We do not sell your data.

We do not process payment details ourselves: these go directly to our payment provider, Stripe. We only see whether a payment succeeded and the name and contact details that go with it.

Would you like to know what data we hold about you, or have it corrected or deleted? Email us at info@carroautomotive.nl.

15. Complaints

If you are unhappy about something, please let us know as soon as possible at info@carroautomotive.nl or +31 6 26058494. Describe your complaint as fully as you can so we can get to work on it right away.

We will respond substantively within 14 days. If we need more time, we will tell you within that period.

If we cannot resolve it together, as a consumer you can submit your dispute via the European ODR platform: https://ec.europa.eu/consumers/odr.

16. Governing law

Dutch law applies to our agreements.

Disputes are submitted to the competent court in the district of The Hague, unless the law designates a different court.