Mattel Terms and Conditions for online purchases
Please read these terms and conditions for online purchases (“Conditions”) carefully before ordering products via the Mattel Webstore mattel.com. These set out the conditions under which Mattel makes all products offered on the Webstore available to you.
To order Mattel products and services you must agree to and are bound by these Conditions. Mattel recommends that you print or download a copy of these Conditions for online purchases for reference.
1.1. These Conditions for online purchases apply to all orders for products (“Products”) placed online via mattel.com (the “Webstore") with Mattel Europa B.V. (“Mattel”).
1.2. Mattel is a private limited liability company incorporated in the Netherlands. The contact information of Mattel is as follows: Mattel Europa B.V., Gondel 1, 1186 MJ Amstelveen, The Netherlands, VAT No. NL800671934B01, Chamber of Commerce No. 33237928.
1.3. By accepting these Conditions, you confirm that:
a) the purchase of Products via the Webstore is not directly related to a professional activity and is limited to a strictly personal use; and
b) you are of legal age and have full legal capacity, allowing you to commit yourself under the Conditions.
1.4. If you have any questions about your order or the Webstore, please contact Mattel customer service. You can find the contact information of Mattel customer service in the Webstore or by clicking here.
1.5. With the “My account” function on the Webstore, you can check the status of current orders, find information about previous orders and place new orders via the Webstore without having to register your details again. You are responsible for the security and correct use of your password and you must do everything reasonable to ensure that the password remains confidential.
2. Placing an Order
2.1. You can place orders for our Products on the Webstore. Your order will be regarded as an offer from you to Mattel to purchase the relevant Product(s) from Mattel.
2.2. Mattel aims to process and deliver your order as smoothly and quickly as possible. For that purpose, please make sure that you correctly and completely provide your name, your e-mail address and the delivery address as per the instructions. Any failure to do so, may result in a delay in the delivery of your order.
2.3. Mattel will confirm the receipt of your order as soon as possible by sending you a confirmation of receipt by e-mail.
2.4. A separate confirmation e-mail will be sent by Mattel to confirm that we have accepted your order ("Agreement"). Mattel may also opt to reject your order, for example if a Product is no longer available, if shipment or payment details are incomplete or incorrect, or if you do not follow Mattel’s order procedure. The acceptance of your order is subject to you fulfilling the applicable payment conditions.
2.5. In rare situations, it may appear after acceptance of your order that a Product is no longer available or cannot be delivered within the applicable delivery period, for example due to production or transportation problems. In those situations, Mattel will give you the option to choose between accepting an alternative Product of comparable quality and price (if available), a new delivery date on which the Product can be delivered or to refund your money for the Product.
2.6. We reserve the right to not accept or cancel an order for any reason at our discretion, including, but not limited to where:
a) we have not been able to obtain authorisation for payment;
b) the availability of stock is low, or the product is out of stock;
c) we have identified an error in the price or description of the product;
d) we are unable to meet a delivery deadline you have specified;
e) the information you have provided in respect of your order is corrupted, unsupported technically or inadequate for any reason;
f) your order is deemed to be suspicious;
g) you place an order for more than two (2) items per product;
h) your order breaches any of these Conditions; or
i) we believe your order is fraudulent.
2.7. If we cannot accept your order or your order is cancelled in full or in part, we will contact you to let you know and any sums paid for that order or those items will be refunded in accordance with these Conditions.
3. Prices and payment
3.1. You can pay for your order in the ways indicated in the Webstore.
3.2. The price quoted in the Webstore when you place an order is the total price including all taxes and, if applicable, delivery charges, unless clearly indicated otherwise.
4.1. Orders are shipped to the delivery address provided by you and via the means of delivery chosen by you.
4.2. Mattel does its best to deliver the Product(s) to you within the specified delivery time. The delivery time indicated by Mattel is only an estimate, but in general Mattel strives to deliver all Product(s) within 2 to 3 working days of acceptance and in any case within 30 days after the conclusion of the Agreement.
4.3. Upon delivery of the Product(s), please check whether it/they is/are complete and in good order. If you discover that a Product is damaged, incomplete or otherwise deviates from what you ordered, please let us know as soon as reasonably possible by contacting Mattel customer service.
4.4. If your delivery address is located outside the United Kingdom & the European Union, Mattel is not responsible for any delivery delays or problems caused by custom procedures or other import difficulties in the country of delivery and such events shall not affect your payment obligations with respect to the relevant Products.
5. Right of Withdrawal / Return right
5.1. You have the right to withdraw from the Agreement within 90 days after receipt of the Product(s) (the “return right”), without giving any reasons for doing so. In effect, this means that you cancel your order, that you return the Product(s) in their original packaging to Mattel, that Mattel refunds the price for the Product(s) upon receipt of the same and the Agreement is terminated, as further explained below. If you ordered several Products at the same time, you may also opt to return only one or some of the Products (a pre-packaged Gift Super Bundle is considered as a single Product). In that case, the Agreement will remain in force with respect to the Product you decided to keep. Please note that, in case of partial returns, if the removal of the returned item(s) from the original order means that the order no longer qualifies for free delivery or any other special discounts, then the amount of the discount originally applied to the order will be deducted from the refund.
5.2. The return right is meant to determine if the Product is suitable and if you indeed want the Product. Do not remove any labels, tags or packaging. It is permissible to inspect the Product as far as necessary to verify whether you actually want the Product, just like you would do in a retail space. Further use of the Product may affect your return right as further explained in Clause 5.6.
5.3. You can invoke your return right by starting a return here or by sending to Mattel the completed return form (only fill out and return this form to Mattel if you want to invoke your return right) or by informing Mattel in any other unambiguous way that you wish to invoke your return right (for example by e-mail or post). More information about your return right can be found in the Webstore (under Customer Service > Returns) or by clicking here.
5.4. If you use your return right you are required to return the relevant Product as soon as possible, but no later than 10 days after you invoked your right of return, to the address of Mattel stated in the return form.
5.5. Mattel will refund the amount you paid for the returned Product(s) and if you return all Product(s) ordered, also the cost of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by Mattel). Charges for Gift Wrapping or personalised Gifting Experience will not be refunded, unless the Product returned is either faulty or has been shipped to the customer by mistake. Payment will be made without undue delay, but not later than fourteen days from the day on which Mattel was informed about your decision to invoke your return right. Mattel may withhold payment until we have received the Product(s) back or you have supplied evidence that you have sent back the Product(s), whichever is the earliest.
5.6. You are liable to Mattel for any diminished value of a returned Product resulting from your handing of the Product, other than what is necessary to establish the nature, characteristics and functioning of the Product. Mattel will deduct this decrease in value from the total amount to be refunded to you.
6. Changes to these Conditions
Mattel may from time to time decide to change these Conditions. If you place an order, please make sure to check whether these Conditions have changed since your last order.
7. Complaints & Disputes
7.1. Mattel aims to deliver the highest possible quality regarding its products and services. Should you have any complaints, you can direct them to us by phone or e-mail to Mattel customer service.
7.2. If you are based in the EU and have gone through the complaint procedure, but you want your complaint referred to another authority, you can contact the Dispute Commission via the European ODR Platform: http://ec.europa.eu/consumers/odr/
Mattel processes your personal data in accordance with our Privacy Statement, which you can read by clicking here. Read the Privacy Statement carefully so that you know how Mattel handles and uses your personal information. When placing an order, you have also agreed to such processing and you confirm that all personal information you have provided is correct.
9. Applicable Law
Dutch law applies to these Conditions, the orders you place and the Agreements between you and Mattel. This choice of law shall not affect any further protection that you have based on the mandatory provisions of the law that would apply without this provision.
07 February 2022