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 about who we are and what we do. We are a limited liability company established under Spanish law under the name CANRA 2022, SL, with registered office at Calle Arequipa 1, 28043-Madrid, with CIF B72904873, incorporated for an indefinite period on December 16, 2022, under number 6151 of its protocol, registered in the Commercial Registry of Madrid, volume 44489, folio 190, Section 8, sheet M783892, entry 1 (“CANRA,” “our,” or “we”). We distribute and sell the products featured 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 “Conditions”) will apply to the relationship established between CANRA and you as a customer (“you”) when you place an order through the Website. These Conditions apply exclusively to consumers, and resale of the purchased products is strictly prohibited. These General Terms and Conditions of Sale aim to define the terms of sale, from order placement, delivery, and payment, as well as after-sales service.

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

1.3. By accepting these Conditions, you agree to comply with them and certify that you have legal capacity (e.g., you are over 18 years old or have the permission of your legal guardian) to accept these Conditions. You also agree that the information and personal data you provide us is accurate and complete.

1.4. As we are an international company that sells products in multiple jurisdictions, these Conditions are intended to apply internationally. However, we respect any binding legislation that may apply based on the jurisdiction of your residence and that grants you, as a consumer, broader rights than those established by these Conditions.

Below we explain the steps required to conclude the online contract. CANRA stores the electronic contracting process, including the electronic document in which the contract is formalized, and this will be accessible. Through your private menu, you can access your order history and details, as well as your personal data.

CANRA will send an acknowledgment of receipt via email or another equivalent electronic communication to the address provided by the user, within twenty-four hours of receiving the acceptance, or confirm it through an equivalent means to that used in the contracting procedure, as soon as the acceptor has completed said procedure. This confirmation may be stored by the Customer.

In cases where the confirmation obligation lies with a service recipient, the provider shall facilitate compliance with this obligation by providing one of the means indicated in this section. This obligation will be enforceable whether the confirmation must be directed to the provider itself or 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 Refunds

2.1. You place an order through the Website by selecting the products and the quantity you wish to purchase. Once you have selected the products, you will need to fill in 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 your preferred shipping method.

You will also need to select your payment method. The sale is considered complete when you click the "Pay Now" button.

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

2.2. Within a few minutes of placing your order, you will receive an order confirmation at the email address you provided. This confirmation indicates that your order has been accepted. However, if your order is incomplete or cannot be fulfilled, we will ask you to amend or adjust the order.

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

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

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

3. Payment and Charges

3.1. Customers may choose from several payment methods listed on the Website.

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

3.2. You can check all prices and rates on the Website. All prices are listed in the indicated currency and include VAT.

3.3. Shipping costs and payment surcharges are shown separately as they are not included in the product prices. Other local charges may apply, such as customs duties or local taxes, depending on your location. These charges are non-refundable and must be paid by you.

3.4. To ensure secure payment, CANRA uses a Payment Entity service that incorporates SSL security standards so that confidential data (the 16-digit credit card number, expiration date, CSV code) is encrypted and transmitted directly to the bank's server, without being stored on CANRA's server.

Additionally, if you choose to pay using PayPal, you can do so quickly and securely using your PayPal account or your credit or debit card, without sharing financial information with us. PayPal automatically encrypts confidential data using the best technology available.

4. Shipping and Delivery Time

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

4.2. Depending on the delivery method you choose, you may be required to pick up your order at a designated pickup point indicated in the delivery notification. If you do not collect your order in time, it will be returned to us, and you will be responsible for the return shipping cost. We may also cancel your order.

4.3. The estimated delivery times are as follows:

SHIPPING TO MAINLAND SPAIN:

• Delivery in 24/48 hours.
• If the order is placed before 2:00 p.m.: delivery the next working day.
• Shipping cost: €3.50 for orders up to €24.95.

SHIPPING TO BALEARIC ISLANDS:

• Delivery in 48/72 hours.
• If the order is placed before 2:00 p.m.: delivery in 2 to 3 working days.
• Shipping cost: €5.50 for orders up to €59.95.

SHIPPING TO CANARY ISLANDS, CEUTA AND MELILLA:

• Delivery in 5 working days if the order is placed before 2:00 p.m.
• Shipping cost: €8.50 for orders up to €59.95.

SHIPPING TO EUROPE:

• Delivery in 5 working days if the order is placed before 2:00 p.m.
• France: €3.95 for orders up to €99.99.
• Italy: €3.95 for orders up to €24.95.
• Germany: €3.95 for orders 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 stated in these Conditions. Such special offers will be limited by time or quantity and may be withdrawn at any time. Once the special offer ends, these Conditions will apply without any modifications.

6. Returns Policy

6.1. Legal right of withdrawal. Exchange or return procedure.

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

However, for health and hygiene reasons, we do not accept returns of unsealed gels, drinks, or bars, including when the box containing the product has been opened.

To make a return, you must notify us within thirty (30) days after delivery or collection of the order. To do so, send us an email to info@ndlprohealth.com or a letter by post to the address at the bottom of this page.

If the product arrives in poor condition, you must contact our customer service team at info@ndlprohealth.com within 24 hours of receipt, providing the order number, a photo of the damaged item, a photo of the outer packaging, a photo of the inner packaging, and a photo of the shipping label on the damaged parcel(s). We will arrange a replacement for the damaged products, and you must return the damaged items at the time of exchange.

6.2. Your notice to us must include the following information:

Before the withdrawal period expires, the consumer shall inform CANRA of their decision to withdraw from the contract. The consumer may use the withdrawal form included in the Annex to these Conditions or make any other unequivocal statement of withdrawal to info@ndlprohealth.com.

You must include:

• the order number,
• your name and contact details, and
• a description of the product(s) you wish to return.

6.3. You are responsible for returning the products, meaning return costs are at your own expense and you are liable for any damage to the products during return shipping. Please ensure that the products are properly packaged.

6.4. Once the returned products are received at CANRA’s warehouse and verified to be in good condition, we will process the refund of the product value, deducting the original shipping cost and the return handling fee (€6). If the return is due to a CANRA error, no fee will be applied, and you will be refunded 100% of the order amount.

CANRA reserves the right to offset the difference between the value of the returned products and the value originally sent in the following cases:

• Products have been used or mishandled negligently or not in accordance with their characteristics.
• Products have been damaged or altered.
• Products are returned without the original box.
• Nonconformity is due to normal wear and tear.
• Purchase receipt details have been modified or altered.
• Returned products are missing accessories, packaging, or original containers.

6.5. You will receive your refund as soon as possible and no later than fourteen (14) days from the date we receive the returned goods. Refunds will be issued to the original payment method, unless otherwise agreed.

7. Claims

7.1. Warranty. Return of non-conforming products

Despite our strict quality controls, you may receive a defective, damaged, or incorrect item due to circumstances beyond our control. CANRA is liable for such cases as provided under consumer protection laws.

According to the law, products are guaranteed for two years from the date of delivery. The consumer must notify us of any nonconformity within two months of discovering it.

Please contact our customer service team as soon as you notice any issue with the product.

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

If a product is defective or in poor condition, the consumer may choose to have it replaced or cancel the contract. Our courier will collect the defective product. You must include a copy of the sales invoice.

Once the product is verified and the conditions for replacement are met, a new product will be sent without delay. All processes are free of charge for the consumer.

Claims related to defective products must be submitted at the time the defect is discovered, by sending a properly completed claim email to info@ndlprohealth.com or by postal mail to the address provided at the end of this page. We will confirm receipt of your claim and provide return instructions if necessary, along with any other relevant information.

7.2. Your claim must include the following information:

• Order number of the defective product(s),
• Your name and contact information, and
• A description of the defective product(s) and the issue.

7.3. Defective products will be refunded in accordance with applicable consumer protection laws. If the product is defective or in poor condition, the consumer may choose repair, replacement, price reduction, or contract termination, provided that the nature of the product allows for those options. Generally, our products can only be replaced. We will also refund any shipping costs related to the return. The refund will be made within thirty (30) days of receiving the returned goods and issued using the original payment method, unless otherwise agreed.

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

7.5. If you believe a product is defective but we disagree, this may result in a dispute. If you purchased the product as a consumer, you may be entitled to an alternative dispute resolution (ADR) process. Relevant ADR services include:

1. a) If you reside in the European Union, you may use the EU Online Dispute Resolution platform at http://ec.europa.eu/odr.
2. b) If you reside outside the EU, you may use the same platform or contact your local consumer protection authority.

7.6. Please note that while we strive to resolve all disputes promptly, we are not obligated to follow the decisions of an ADR body.

8. Use of the Website

8.1. You agree to use the Website only for lawful purposes and in a way that does not infringe the rights of others or restrict or inhibit their use and enjoyment of the Website.

9. Use of Data

9.1. To provide you with the best possible experience on our Website, we store the information you provide when visiting or placing an order. For more information on how we store and use your data, please review 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 are not liable for any indirect, incidental, special, consequential, or exemplary damages arising out of or related to these Conditions under any theory of liability. This includes, but is not limited to, loss of profits, goodwill, reputation, data, replacement costs, or any other intangible losses.

10.2. The content on the Website is for informational purposes only and is not intended to substitute any medical consultation with a qualified professional. The information, opinions, and recommendations presented are not a replacement for the care of your doctor or nutritionist. Always consult a healthcare professional before making changes to your or your children's diet. While we review the content we publish carefully, we cannot guarantee its accuracy nor accept responsibility for third-party content linked on 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, including trademarks, company and product names, images, designs, product presentation, and information, may not be used for commercial purposes without our prior written consent.

11.2. Our intellectual property, or any part of it, may not be reproduced, copied, sold, resold, visited, or otherwise exploited without our prior written consent.

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

12. Disclaimer

12.1. We disclaim any errors that may appear on the Website, including but not limited to product descriptions, technical specifications, incorrect prices, stock estimates, or other inaccuracies. We reserve the right to correct any obvious errors and update the Website at any time.

12.2. Images or graphics on the Website are for illustrative purposes only. We do not guarantee the exact appearance, quantity, origin, or function of the products shown. Please refer to your order confirmation for the exact quantity and details of your order.

13. Modifications to the Conditions

13.1. We may, at any time and for any reason, modify these Conditions by posting the updated version on the Website. The new Conditions will take effect once you accept them in relation to a new order placed on the Website.

14. Governing Law and Dispute Resolution

14.1. Any conflict, controversy, or claim arising from or relating to these Conditions or their breach or invalidity shall be governed and interpreted according to the laws of the country where we operate our business, Spain, unless otherwise specified due to binding applicable legislation.

14.2. Registering on this Website implies full acceptance of its legal terms. All disputes arising from these Conditions will be resolved by the competent courts in accordance with consumer jurisdiction laws.

Model Withdrawal Form

(only complete and send this form if you wish to withdraw from the contract) - To the attention of CANRA Calle Arequipa 1 28043 - Madrid Spain info@ndlprohealth.com - I/we hereby give notice that I/we (*) withdraw from my/our (*) contract for the 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 submitted on paper) - Date