Terms and conditions of sale

Thank you for your interest in our products. We have drawn up the following terms and conditions of sale to explain the conditions that will apply whenever you purchase one of our products through our website.

We would like to start by informing you of who we are and what we do. We are a limited liability company established under Spanish legislation under the name CANRA 2022, SL, domiciled at Calle Arequipa 1, 28043-Madrid, with VAT no. B72904873, established for an indefinite period on 16 December 2022, with number 6151 of its records, registered in the Trade Registry of Madrid, under volume 44489, folio 190, Section 8, page M783892, entry 1 (“CANRA”, “our” 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 “Conditions”) will apply to the relationship established between CANRA and you as a customer (“you”), whenever you place an order through the Website. These conditions are applicable exclusively to consumers, and under no circumstances is the resale of the purchased products permitted. The purpose of these General Conditions of Sale is to define the sales method, from placing the order, delivery and payment, as well as the after-sales service.

1.2. By accepting these Terms, you agree 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 certify that you have the legal capacity (for example, that you are over 18 years of age or the permission of your legal guardian) to accept these Terms. You also undertake that the information and personal data you provide us are correct and complete.

1.4. Due to being an international company that sells products to numerous jurisdictions, these Terms are intended to apply internationally. However, we respect any binding laws that may apply due to the applicable jurisdiction where you reside and that give you, as a consumer, rights that are broader than those set out in these Terms.

Below are the different procedures that must be followed to enter into the online contract. CANRA archives the electronic contracting process, as well as an electronic document in which the contract is formalised, which will be accessible. Customers have access to their order history and details, and access to their personal data, through their private menu.

CANRA will facilitate the sending of an acknowledgment of receipt by email and another equivalent means of electronic communication to the address indicated by the user within twenty-four hours following receipt of the acceptance or will send confirmation of the acceptance received by another means equivalent to that used during the contracting procedure as soon as the accepting party has completed said procedure, and this confirmation may be filed by the Customer.

Whenever confirmation duty corresponds to a recipient of services, the provider will facilitate compliance with said obligation, providing the recipient with some of the means indicated in this section.

This obligation will be enforceable whether the confirmation should 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 quantity you desire.

 Once you have selected the products, you will need to 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 considered completed when you press the “Pay now” button.

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

2.2. Several minutes after placing the order you will receive an order confirmation at the email address you indicated in the order, which will mean that your order has been accepted. However, if your order is not complete or if we are unable to fulfil it, we will ask you to extend or adjust your 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. In the event that 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. Please contact us at info@ndlprohealth.com for any query you may have related to your order or a refund, stating your order number and contact information.

 3. Payment and surcharges

3.1. Customers can choose different payment methods listed on the website.

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

3.2. Prices and rates can be checked on the Website. All prices appear in the currency indicated and include VAT.

3.3. Shipping costs and payment surcharges are presented separately since they are not included in the prices. Other local charges, such as customs fees and taxes, among others, may apply depending on your location. Such charges will not be refunded and will be your sole responsibility.

3.4. In order to guarantee payment security, CANRA uses the service of a Payment Entity that incorporates the SSL security standard to ensure that confidential data (16-digit bank card number, expiration date, CSV code) is transmitted directly in encrypted form to the bank's server, without being recorded on the CANRA server.

You can also pay quickly and securely with your Paypal account if you chose this option or with your credit or debit card, without sharing any financial information with us. Paypal automatically encrypts sensitive data with the aid of the best technologies available in the market.

You can also make payment through Amazon Pay. To learn more about this payment service, visit https://pay.amazon.es/

4. Dispatch and delivery date

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

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

4.3 The expected delivery time for orders is:

DELIVERIES TO MAINLAND SPAIN

Delivery within 24/48 hours.

If the order is made before 2pm: Delivery on the next working day.

DELIVERIES TO THE BALEARIC ISLANDS

Delivery within 48/72 hours.

If the order is made before 2pm: Delivery between 2 and 3 working days.

DELIVERIES TO CANARY ISLANDS, CEUTA AND MELILLA

If the order is made before 2pm: Delivery within 5 working days.

4.4 Shipment costs

Kg weight	Kg	Madrid	Mainland	Balearic Islands (Majorca)	Balearic Islands (Menorca and Ibiza)	Canary Islands	Ceuta and Melilla
		24/48 hours	24/48 hours	48/72 hours	48/72 hours	5 working days	5 working days
From 0 a 1kg	1	€ 3.00	€ 3.00	€ 5.50	€ 3.50	€ 8.50	€ 12.50
from 1.001 to 2kg	2	€ 3.50	€ 3.50	€ 6.00	€ 4.00	€ 11.50	€ 14.00
From 2.001 to 3kg	3	€ 3.50	€ 3.50	€ 7.00	€ 10.00	€ 14.00	€ 15.00
from 3.001 to 4kg	4	€ 4.00	€ 4.00	€ 7.50	€ 10.50	€ 17.00	€ 16.00
from 4.001 to 5kg	5	€ 4.00	€ 4.00	€ 8.00	€ 11.00	€ 19.50	€ 17.00
from 5.001 to 6kg	6	€ 4.50	€ 4.50	€ 8.50	€ 11.50	€ 22.50	€ 20.00
From 6.001 a 7kg	7	€ 4.50	€ 5.00	€ 9.50	€ 12.50	€ 26.00	€ 22.50
From 7.001 a 8kg	8	€ 5.00	€ 5.00	€ 10.50	€ 13.50	€ 30.50	€ 23.00
From 8.001 a 9kg	9	€ 5.50	€ 5.50	€ 11.50	€ 14.50	€ 35.50	€ 24.00
From 9.001 a 10kg	10	€ 5.50	€ 5.50	€ 12.00	€ 15.00	€ 42.50	€ 25.00
From 10.001 a 15kg	15	€ 7.00	€ 7.00	€ 15.50	€ 18.50	€ 53.50	€ 31.00
From 15.001 a 20kg	20	€ 9.00	€ 9.00	€ 20.50	€ 23.50	€ 78.50	€ 41.00
	Free shipping	€ 60		€ 80		€ 100

 

5. Special offers

5.1. We offer more favourable purchase terms on a specific product than those set out in these Terms from time to time. This special offer will have a time or product number limit and therefore can be cancel it at any time. Whenever a special offer is cancelled, these Conditions shall remain applicable and unchanged.

6. Refunds policy

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

If you purchase our products as a consumer, you may withdraw from the sale of the products you purchased during a period of fourteen (14) calendar days from when the user or a third party indicated by the same, other than the carrier, acquires the material possession of the product.

However, we do not accept the return of unsealed gels, drink or bar products, including whenever the box in which the product is contained has been opened, for health and safety reasons.

In order to make a return you must notify us within fourteen (14) days following delivery or collection of the order. You can do this by sending an email to info@ndlprohealth.com or writing to the address at the bottom of this page.

6.2. The notification you send should include the following information.

The customer and user must inform CANRA of their decision to withdraw from the contract before the expiry of the withdrawal period.

The consumer and user may use the withdrawal form that can be found appended to these Conditions for this purpose; or make another type of unequivocal statement in which they indicate their decision to withdraw from the contract via email.

This must include:

• delivery order number,
• your contact information and name, and
• a specification of the product or products you wish to return.

6.3. The return of the products is your responsibility, the cost of which you must cover, and you are responsible for any damage that the products may suffer during shipping.

Therefore, please make sure the products are well packaged during shipping.

6.4. The returned products will be checked when they arrive at the CANRA warehouse, and if everything is correct, the refund of the amount of the products will begin, discounting the one-way transportation costs and the cost of managing the refund (valued at €6). No additional costs will apply if the return is due to an incident by CANRA, who shall cover 100% of the order amount.

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

• Whenever the Customer has used the products or handled them incorrectly or negligently or not in accordance with their characteristics.
• When the products have been banged or damaged.
• When they are not returned in their box by the customer.
• Whenever lack of conformity is due to wear and tear due to normal use.
• If any of the details on the receipt or proof of purchase is modified, altered or replaced.
• If all its elements, accessories, cases or boxes are not returned with the product.

 

6.5. You will receive the refund as soon as possible and always within fourteen (14) days from the date of receipt of the returned shipment. The refund will be paid to you using the same payment method you used to make the payment, unless otherwise agreed.

7. Claims

7.1. Guarantee. Return of non-compliant products

Despite our strict quality controls, you may receive an unwanted item with a factory defect or in poor condition for reasons beyond our control. CANRA accepts responsibility for this under the terms established in consumer protection legislation.

According to this regulation, products have a two-year warranty from the date of delivery. Customers must therefore report this lack of conformity within two months from becoming aware of the same.

As soon as you notice that the product is non-compliant, please contact our customer service to report the incident.

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

Customers choose for any product that is faulty or in poor condition to be replaced, or else to terminate the contract. Our carrier will be responsible for collecting the faulty product. It is essential that you include a copy of the sales invoice.

Once the conditions for replacing the product have been checked, a new one will be sent to you as quickly as possible. All procedures will be completely free of charge for customers. 

Claims regarding faulty products must be reported to us as soon as the fault is observed by sending a properly completed claim email to info@ndlprohealth.com or by post to the address that appears at the end of this page. We will send you a confirmation of the claim notification shortly afterwards, indicating the return address, in the event that the product must be returned, and any other necessary information if you are entitled to return the product or products.

7.2. The notification you send should include the following information:

• order number of the faulty product(s),
• your contact information and name, and
• a specification of the faulty product(s) and the fault reported.

7.3. Faulty products will be refunded to you in accordance with current legislation regarding customer protection. Customers may choose for any faulty products or ones in poor condition to be repaired or replaced, for a price reduction or termination of the contract, provided that the nature of the product allows the first option. Our products generally only allow for replacement. The refund will take place within (30) days from the date of receipt of the returned shipment. The refund will be paid to you using the same payment method you used to make the payment, unless otherwise agreed.

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

7.5. If you believe a product purchased to be faulty, but we are not in agreement, this involves a dispute. In the event that you have purchased such products as a consumer, you may have the right for this dispute to be assessed by an alternative dispute resolution body. Alternative dispute resolution bodies that may apply to you include:

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

7.6. Please note that we endeavour to resolve disputes as they arise, but we are not obligated to act on any ruling from an alternative dispute resolution body.

8. Use of the website

8.1. You agree to use the Website only for lawful purposes and in a manner that does not infringe the rights of any person or restrict or inhibit the use and enjoyment of the Website by any person.

9. Data use

9.1. In order to provide you with the best experience as a user of our Website, we store the information you provide to us whenever you visit our Website and when you place an order. To learn more about the information we hold and how we use that information, please read 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 will not be liable for any indirect, incidental, special, consequential or exemplary damages that arise under any principle of liability resulting from or related to these Conditions. This includes, but is not limited to, any loss of profits, goodwill or business reputation, any loss of data, procurement costs for replacement 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 any 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 the diet of your children, you should always consult with your doctor or other qualified medical professionals Although we meticulously review the content and information that we display on the Website, we cannot guarantee or take responsibility for the accuracy of the documents we publish, nor assume any type of responsibility for the 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 information about our products, cannot be used for commercial purposes without our prior written consent.

11.2. Our intellectual property, or any portion thereof, may not be reproduced, duplicated, copied, sold, resold, visited or otherwise exploited without our prior written consent.

11.3. You are strictly prohibited from copying, reproducing, republishing, downloading, posting, broadcasting, transmitting, making available to the public or otherwise using the content of the Website except for your personal non-commercial use. You also agree not to adapt, alter or create a derivative work from the content of the Website except for your personal, non-commercial use. Any other use of the content of the Website requires our prior written consent.

12. Exemptions

12.1. We are exempt from any errors that appear on the Website, such as, for example, in product descriptions, technical specifications, incorrect prices, stock estimates or other erroneous information, to name a few. We reserve the right to correct any obvious errors and, at any time, modify or update the information on the Website as appropriate.

12.2. Any 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 check your order confirmation for the exact product quantity of the product(s) you have ordered.

13. Amendments to the Conditions

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

14. Applicable legislation and conflict resolution

14.1. Any conflict, controversy or claim arising from or related to these Conditions, or the breach or invalidity thereof, will be governed by and construed in accordance with the laws of the country where we carry out our business, Spain, unless otherwise stated. specify otherwise due to applicable binding law.

14.2. Registration of this website implies full acceptance of its legal terms. Any disputes that arise during the application of these conditions shall be resolved in the corresponding courts according to the customer's jurisdiction.

Withdrawal form

(You should only fill in and send this form if you want to withdraw from the agreement) - For the attention of CANRA Calle Arequipa 1 28043 - Madrid Spain info@ndlprohealth.com - I/we hereby inform you (*) that I/we withdraw from our (*) contract of sale of the following product (*) - Ordered on/received on (*) order number: - Customer name: - Customer address: - Signature of the consumer and user or of the customers and users (only if this form is presented on paper) - Date