Terms and Conditions & Shipping Policies

These General Terms and Conditions of Business and Delivery form the basis for any order placed with Kanela AG. The most current version of these General Terms and Conditions of Business and Delivery applies to every order. Kanela AG may amend these terms at any time. Kanela AG is a Swiss company headquartered in Lucerne. The place of jurisdiction is Lucerne, Switzerland. All orders placed with Kanela AG are subject to Swiss law.

Privacy Policy

• Kanela AG uses the data entrusted to it with respect for its customers (hereinafter referred to as “customers”). Customer data is not sold, rented, loaned, or disclosed to third parties.

Guiding Principles

• Kanela AG is committed to providing its customers with only the highest-quality products from renowned manufacturers. Our priority is customer satisfaction, and our goal is to offer our customers outstanding service at an excellent price.
• Kanela AG strives to provide product information that is as complete and accurate as possible. However, customers are strongly advised to consult the specific information in the package insert or the product information on the manufacturer’s website. The latter takes precedence over the information provided by Kanela AG.

Prices

• All prices are in Swiss francs (CHF) and include Swiss value-added tax.

Terms of Payment

• Payment can be made by invoice, credit card, TWINT, PayPal, and Postcard.
• When paying by credit card, the customer's account will be charged at the time of order, unless otherwise agreed.
• Offsetting against the customer’s counterclaims that are not recognized or have not been legally established is prohibited.
• The customer may exercise a right of retention only to the extent that the claims arise from the same contractual relationship.
• Purchases on account (including installment payments) are processed by CembraPay AG. The Terms and Conditions and Privacy Policy of CembraPay AG apply.

Warranty and Guarantee

• Kanela AG does not provide any warranty for its products beyond the standard warranty.
• Liability claims must be filed directly and exclusively against the product manufacturer. Kanela AG assumes no liability.

Order

• To ensure data protection, Kanela AG does not accept credit card payments by phone, email, or fax.
• Kanela AG reserves the right to make the shipment of orders contingent upon a credit check. By placing an order, customers consent to the collection of credit information.
• Kanela AG may cancel an order if the customer is not creditworthy, has one or more outstanding invoices with Kanela AG, or for other reasons. In such a case, the customer is not entitled to compensation.
• Kanela AG reserves the right to impose quantity restrictions on large orders.

Sale of Chemicals

• By agreeing to the Terms and Conditions, the customer confirms, upon purchasing chemicals, that he or she is legally competent and over 18 years of age.
• Chemicals are labeled accordingly on the respective product page in the store under the "Notes" tab.

Offer and Conclusion of Contract

• The presentation of the products [in the online store] does not constitute a legally binding offer, but rather an invitation to the customer to place an order that is binding on the customer (an offer to enter into a contract).
• By clicking the "Order" button, the customer places a binding order for the products listed on the order page.
• Immediately upon receipt of the order, Kanela AG will confirm receipt of the order via email. The purchase contract is not concluded until Kanela AG confirms shipment of the goods via email (order or shipping confirmation) or, at the latest, upon delivery of the goods.
• Kanela AG strives to ensure that product descriptions are as accurate as possible. To this end, Kanela AG uses the original information provided by the respective manufacturers and suppliers and does not guarantee its accuracy. Customers are strongly advised to review the specific information provided in the package insert or in the product information on the manufacturer’s website. The latter takes precedence over the information provided by Kanela AG. Product images may vary. In particular, when viewing images of colored contact lenses, you should always take your own eye color into account.

Changes / Availability

• We reserve the right to make changes to prices as well as to the terms and conditions of ordering and delivery. Kanela AG makes every effort to keep the images and detailed information provided as up-to-date as possible; however, manufacturer-related changes may occur without prior notice.
• Changes to the product lineup may occur at any time. Kanela AG strives to deliver products to the customer within the stated delivery time. Should the delivery time be exceeded or the product no longer be available in that form, the customer will be notified. In such a case, Kanela AG reserves the right to cancel an order. The customer is not entitled to compensation if a product offered or ordered is not available.
• If a customer orders multiple products but one of them is no longer available, the entire order is not considered canceled.

Confirmation

By placing an order, the customer confirms that:

• If you experience any symptoms as a result of using a product, stop using it immediately and seek medical attention from a healthcare professional (doctor, pharmacist, etc.) right away.
• He will carefully read the package insert (also available online on the manufacturer's website) before using the product and will contact a healthcare professional, such as a doctor or pharmacist, if anything is unclear or if he has any questions.
• He agrees that Kanela AG shall not be held liable for any complications, complaints, or other problems that may arise, or for any product liability claims, and that he will make his claims directly and exclusively against the product manufacturer.
• He has provided all information truthfully.

Shipping in Switzerland

• Shipping is handled by DPD
• Free shipping on orders of CHF 100.00 or more
• Shipping fee of CHF 5.90 for orders under CHF 100.00
• Shipping fee of CHF 7.90 for orders under CHF 40.00
• The goods remain the property of Kanela AG until full payment has been made.
• Any additional costs resulting from shipment to an incorrect customer address shall be borne by the customer.
• The respective shipping company is solely liable for any loss or damage that occurs during shipping. The customer must direct any claims directly to that company.

International Shipping

• Kanela AG will not be shipping packages internationally until further notice.

Delivery Time

• The delivery time is listed individually for each item.
• Kanela AG strives to deliver orders sooner than the specified delivery times, but cannot guarantee that delivery times will be met.
• If an order includes items with different delivery times, the order will be shipped as a single shipment. In urgent cases, partial shipments may be requested in writing or by phone. We reserve the right to charge additional fees in such cases.

Late Payment

• If the customer is past due on an invoice, a reminder will be sent via email after 30 days. The second reminder will be sent by mail after 45 days and will include a late fee of CHF 40.00. Further legal action will be taken through INTRUM.
• Fees for Late Payment: Processing fee (at the earliest after two written reminders following the invoice date, upon referral to a collection agency) in accordance with www.fairpay.ch

Complaints and Returns

Upon receipt of the merchandise, the customer has the right to return the item without providing a reason within 14 calendar days, as well as the option to return the merchandise to the following address in Switzerland:

RMB Logistics, Kanela Returns, Staldenhof 8, 6014 Lucerne

Please include the following completed return form with the shipment: DOWNLOAD RETURN FORM

Only unused products will be accepted, in their original, undamaged packaging. Non-returnable items are excluded from return due to hygienic, legal, or logistical reasons. These include, but are not limited to:

• Food and Beverages
• Medications, dietary supplements, and other remedies
• Items with hygiene concerns