Terms and conditions of sale

We are pleased to see that you are interested in our products. We have drafted the following terms and conditions of sale to explain the conditions that will apply when you purchase one of our products through our website.

We would like to start by informing you who we are and what we do. We are a limited liability company incorporated under Spanish law under the name CANRA 2022, SL, with registered address at Calle Arequipa 1, 28043 Madrid, Spain, VAT number B72904873, incorporated for an indefinite period on December 16, 2022, under protocol number 6151, registered in the Commercial Registry of Madrid, volume 44489, page 190, Section 8, sheet M783892, entry 1 (“CANRA”, “we” or “us”). We distribute and sell the products presented on our website, www.ndlprohealth.com (the “Website”). You can find more information and purchase our products through the Website.

1. General information

1.1. These terms and conditions (the “Terms”) will apply to the relationship established between CANRA and you as a customer (“you”) when you place an order through the Website. These Terms apply exclusively to consumers, and in no case is the resale of purchased products permitted. These General Terms and Conditions of Sale are intended to define the conditions of sale, from placing the order to delivery and payment, as well as after-sales service.

1.2. By accepting these Terms, you accept and understand that all orders and purchases are made exclusively between you and CANRA.

1.3. By accepting these Terms, you agree to comply with them and you certify that you have legal capacity (for example, that you are over 18 years old or have your legal guardian’s permission) to accept these Terms. You also undertake that the information and personal data you provide to us is correct and complete.

1.4. As we are an international company selling products to numerous jurisdictions, these Terms are drafted to be applied internationally. However, we comply with any mandatory legislation that may apply due to the applicable jurisdiction of your place of residence and that grants you, as a consumer, broader rights than those set out in these Terms.

The various steps that must be followed to enter into the online contract are set out below. CANRA stores the electronic contracting process, as well as the electronic document in which the contract is formalized, and it will be accessible. The Customer has access through their private menu to their order history and details, and access to their personal data.

CANRA will send an acknowledgement of receipt by email and/or another equivalent electronic means of communication to the address indicated by the user, within twenty-four (24) hours following receipt of acceptance, or will confirm, by an equivalent means to that used in the contracting procedure, the acceptance received, as soon as the accepting party has completed said procedure. This confirmation may be stored by the Customer.

In cases where the obligation to confirm corresponds to a service recipient, the provider will facilitate compliance with said obligation by making available to the recipient one of the means indicated in this section. This obligation shall be enforceable whether the confirmation must be addressed to the provider itself or to another recipient.

The products offered for sale are described and presented as accurately as possible, subject to the limitations of current digital image reproduction technology.

2. Order, order confirmation and refund

2.1. You place an order through the Website by selecting the products and the quantity you wish. Once the products have been selected, you must complete the required contact information, such as your name, email address and postal address (collectively referred to as “contact information”), as well as the delivery address. You must also select the shipping method for your order.

You must also select the payment method. The sale is deemed completed when you click the “Pay now” button.

Your order will be considered complete once the steps described above have been completed.

2.2. Within a few minutes of placing the order, you will receive an order confirmation at the email address you provided, which means that your order has been accepted. However, if your order is incomplete or if we cannot process it, we will ask you to complete or adjust the order.

2.3. Once you have received an order confirmation, the confirmed order is binding.

2.4. All product orders are subject to product availability. If the requested product is out of stock, we reserve the right to cancel the order and you will receive a refund of any payments you may have made.

2.5. If you have any questions related to your order or a refund, please contact us at info@ndlprohealth.com indicating your order number and your contact information.

3. Payment and surcharges

3.1. The customer may choose from different payment methods listed on the Website.

If your payment is not confirmed, your order will not be accepted.

3.2. You may check prices and fees on the Website. All prices are shown in the indicated currency and include VAT.

3.3. Shipping costs and payment surcharges are shown separately as they are not included in the prices. Other local charges may apply, such as customs duties and taxes, among others, depending on your location. Such charges are non-refundable and shall be borne exclusively by you.

3.4. To ensure payment security, CANRA uses the service of a Payment Institution that incorporates the SSL security standard so that confidential data (the 16-digit bank card number, the expiry date, the CSV code) is transmitted encrypted directly to the bank’s server, without being stored on CANRA’s server.

In addition, if you choose to pay using PayPal, you may do so quickly and securely with your PayPal account or with your credit or debit card, without sharing financial information with us. PayPal automatically encrypts confidential data using the best technologies available on the market.

4. Shipping and delivery date

4.1. The order confirmation will include the estimated delivery date. You may also check the estimated delivery date for your location on the Website before placing an order.

4.2. Depending on the delivery method you have chosen, you may need to collect your order at a pickup point indicated in the delivery notification. If you do not collect the delivery on time, the order will be returned to us at your expense and we may charge you for the return and/or cancel the order.

4.3 The estimated delivery times for orders are:

MAINLAND SPAIN: 

• Delivery within 24/48 hours. 
• If the order has been placed before 14:00 p.m.: Delivery on the next business day. 
• Shipping cost: €2.95 up to €29.95. 

BALEARIC ISLANDS: 

• Delivery within 48/72 hours. 
• If the order has been placed before 14:00 p.m.: Delivery within 2 to 3 business days. 
• Shipping cost: €6 up to €59.95 

CANARY ISLANDS, CEUTA AND MELILLA: 

• Delivery within 5 business days if the order has been placed before 14:00 p.m. 
• Shipping cost: €11.50 up to €59.95 

EUROPE: 

• Delivery within 5 business days if the order has been placed before 14.00pm 
• France: €3.95 up to €99.99 
• Italy: Shipping cost €3.95 up to €29.95. 
• Germany: Shipping cost €3.95 up to €99.99. 

5. Special offers

5.1. From time to time, we may offer more favorable purchase conditions for a specific product than those set out in these Terms. Such special offer will have a time limit or a limit on the number of products and, therefore, we may cancel it at any time. When a special offer is cancelled, these Terms will apply without any modification.

6. Returns policy

6.1. Statutory right to withdraw from the purchase. Exchange or return procedure.

If you purchase our products as a consumer, you may withdraw from the products you purchased within a period of thirty (30) calendar days from the date on which the user or a third party indicated by the user, other than the carrier, acquires physical possession of the product.

However, for health protection and hygiene reasons, we do not accept returns of unsealed gel, drink or bar products, including where the box containing the product has been opened.

To make a return, you must notify us within thirty (30) days following delivery or collection of the order. To do so, please send us an email at info@ndlprohealth.com or by postal mail to the address shown at the end of this page.

If the product arrives in poor condition, you must contact our customer service team via info@ndlprohealth.com stating the order number, a photo of the damaged goods, a photo of the outer packaging, a photo of the inner packaging, and a photo of the shipping label on the damaged parcel(s), within a maximum period of 24 hours from receipt. We will arrange the replacement of the damaged product(s) with products in optimal condition. You must hand over the damaged products at the time of replacement.

6.2. The notification you send us must include the following information.

Before the withdrawal period expires, the consumer and user shall inform CANRA of their decision to withdraw from the contract. For this purpose, the consumer and user may use the withdrawal form template set out in the Annex to these Terms; or submit another unequivocal statement indicating their decision to withdraw from the contract by email to info@ndlprohealth.com

You must include:

• the delivery order number,
• your name and contact information, and
• a specification of the product or products to be returned.

6.3. You are responsible for returning the products, which means that the return is at your expense and you are responsible for any damage the products may suffer during shipment. Therefore, please ensure that the products are properly packaged during shipment.

6.4. When the returned products arrive at CANRA’s warehouse, they will be checked and, if everything is correct, we will initiate a refund of the product amount, deducting outbound shipping costs and the return handling fee (valued at €6). If the return is due to an incident attributable to CANRA, no additional cost will apply in any case, and 100% of the order amount will be refunded.

CANRA also reserves the right to compensation for the difference between the value of the items sent to the customer and returned by the customer in the following cases:

• When products have been used or handled improperly, negligently, or not in accordance with their characteristics by the Customer.
• When products have been struck or damaged.
• When the customer does not return the products in their box.
• When the lack of conformity is due to normal wear and tear.
• If any information on the ticket or proof of purchase is modified, altered or replaced.
• If not all elements, accessories, cases or boxes are returned with the product.

 

6.5. You will receive the refund as soon as possible and in any event no later than fourteen (14) days from the date of receipt of the returned shipment. The refund will be made using the same payment method you used, unless otherwise agreed.

7. Complaints

7.1. Warranty. Return of non-conforming products

Despite our strict quality controls, due to causes beyond our control, you may receive an unwanted item, a manufacturing defect or an item in poor condition. CANRA will be responsible in accordance with consumer protection legislation.

Under this regulation, products are covered by a two-year warranty from the delivery date. The consumer must report the lack of conformity within two months from the time they became aware of it.

We ask that as soon as you notice that the product is not conforming, you contact our customer service department to report the incident.

CANRA is not responsible for negligent or improper use of the purchased product.

In the event of a defective product or a product in poor condition, the consumer may choose replacement or termination of the contract. Our carrier will collect the defective product. A copy of the sales invoice must be included.

Once the conditions for replacement have been verified, a new product will be sent without undue delay. All procedures will be completely free of charge for the consumer. 

Complaints regarding defective products must be notified to us at the time the defect is detected by sending a duly completed complaint email to info@ndlprohealth.com or by postal mail to the address shown at the end of this page. Shortly thereafter, we will send confirmation of the complaint notification indicating the return address, if the product must be returned, and any other information necessary if you are entitled to return the product or products.

7.2. The notification you send us must include the following information:

• the order number of the defective product(s),
• your name and contact information, and
• a specification of the defective product(s) and the defect being claimed.

7.3. Defective products will be refunded in accordance with applicable consumer protection legislation. In the event of a defective product or a product in poor condition, the consumer may choose repair or replacement, a price reduction or termination of the contract, provided that the nature of the product allows the first option. In general, our products only allow replacement. We will also refund any shipping costs arising from the return of defective products. The refund will be made within thirty (30) days from the date of receipt of the returned shipment. The refund will be made using the same payment method you used, unless otherwise agreed.

7.4. We strive to always comply with any local guidelines from national consumer protection authorities regarding defective products.

7.5. If you consider that a purchased product is defective but we do not agree, a dispute exists. To address such dispute, if you purchased the products as a consumer, you may be entitled to have the dispute assessed by an alternative dispute resolution body. The alternative dispute resolution bodies that may be relevant to you are the following:

1. a) if you are domiciled in the European Union, you may use the European Union’s online dispute resolution at http://ec.europa.eu/odr.
2. b) if you are domiciled outside Europe, you may use the above online dispute resolution or contact your local authorities.

7.6. Please note that we strive to resolve disputes as they arise, but we are not obliged to act in accordance with any opinion issued by an alternative dispute resolution body.

8. Use of the Website

8.1. You undertake to use the Website only for lawful purposes and in a way that does not infringe any person’s rights or restrict or prevent any person’s use and enjoyment of the Website.

9. Use of data

9.1. In order to provide you with the best user experience on our Website, we store the information you provide when you visit our Website and when you place an order. To learn more about the information we store and how we use it, you may consult our Privacy Policy.

10. Limitation of liability

10.1. Our liability is limited to direct damages. To the maximum extent permitted by applicable law, we shall not be liable for any indirect, incidental, special, consequential or exemplary damages incurred and that, under any theory of liability, arise from or are related to these Terms. This includes, among other things, any loss of profits, goodwill or business reputation, any loss of data, procurement costs for substitute goods or services, or any other intangible loss.

10.2. The content displayed on the Website is for informational purposes only and is not intended in any way to replace medical consultation with a qualified professional. The information, opinions and recommendations presented on the Website are not intended to replace the care of your doctor or nutritionist. Before making any changes to your diet, or your children’s diet, you should always consult your doctor or other qualified medical professionals. Although we carefully review the content and information displayed on the Website, we cannot guarantee or be responsible for the accuracy of the documents we publish, nor assume any liability for content linked to our Website.

11. Intellectual property

11.1. The Website and its original content, features, functionality and design elements are and will remain our exclusive property. Our intellectual property, such as trademarks, company and product names, images, design, presentation and product information, among others, may not be used for commercial purposes without our prior written consent.

11.2. Our intellectual property, or any part thereof, may not be reproduced, duplicated, copied, sold, resold, visited or otherwise exploited unless you have obtained our prior written consent.

11.3. It is strictly prohibited to copy, reproduce, republish, download, post, broadcast, transmit, make available to the public or otherwise use the content of the Website except for personal, non-commercial use. You also agree not to adapt, alter or create a derivative work from the content of the Website except for personal, non-commercial use. Any other use of the Website content requires our prior written consent.

12. Disclaimer

12.1. We disclaim any errors that may appear on the Website, such as in product descriptions, technical specifications, incorrect prices, stock estimates or other incorrect information, among others. We reserve the right to correct any obvious error and, at any time, modify or update the information on the Website as appropriate.

12.2. Images or other graphics appearing on the Website are for illustrative purposes only and we do not guarantee the exact quantity shown or the exact appearance, origin or function of the products. Please review the order confirmation to know the exact quantity of the product or products you have ordered.

13. Amendments to the Terms

13.1. We may, at any time and for any reason, modify these Terms by publishing the amended Terms on the Website. The amended Terms will enter into force once you have accepted them in relation to a new order on the Website.

14. Applicable law and dispute resolution

14.1. Any dispute, controversy or claim arising from or related to these Terms, or the breach or invalidity thereof, shall be governed by and interpreted in accordance with the laws of the country where we conduct our business, Spain, unless otherwise specified due to applicable mandatory legislation.

14.2. Registration on this website implies full acceptance of its legal terms. Any disputes arising from the application of these conditions shall be resolved in the courts having jurisdiction in accordance with the consumer’s venue.

Model withdrawal form

(you should only complete and send this form if you wish to withdraw from the contract) - For the attention of CANRA Calle Arequipa 1 28043 - Madrid Spain info@ndlprohealth.com - I/We hereby give notice (*) that I withdraw/we withdraw from my/our (*) contract of sale of the following goods (*) - Ordered on/received on (*) order number: - Name of consumer: - Consumer's address: - Signature of consumer(s) (only if this form is submitted on paper) - Date