Terms and Delivery Conditions

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

Data Protection

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

Guiding Principles

• Kanela AG does everything possible to supply its customers only with high-quality products from reputable manufacturers. Our priority is the satisfaction of our customers, and our goal is to provide them with excellent service at an outstanding price.
• Kanela AG endeavors to provide product information that is as complete and accurate as possible. However, customers are always advised to consult the specific information in the package insert or the product information on the product manufacturer's website. The latter takes precedence over the information provided by Kanela AG.

Prices

• All prices are stated in Swiss francs (CHF), including Swiss VAT.

Payment Terms

• Payment can be made by invoice, credit card, TWINT, PayPal, or Postcard.
• When paying by credit card, the customer's account will be charged when the order is placed unless otherwise agreed. 
• Set-off against counterclaims by the customer that have not been acknowledged or legally established is excluded.
• The customer may exercise a right of retention only insofar as the claims arise from the same contractual relationship.
• Purchases on invoice (including payment in installments) are processed by CembraPay AG. The General Terms and Conditions and the CembraPay AG Privacy Policy apply.

Guarantee and Warranty

• Kanela AG provides no guarantee for its products beyond the statutory warranty.
• Liability claims must be asserted directly and exclusively against the product manufacturer. Kanela AG accepts no liability. 

Order

• To ensure data protection, Kanela AG does not accept credit card payments by telephone, email, or fax.
• Kanela AG reserves the right to make delivery of orders subject to a credit assessment. By placing an order, customers consent to obtaining a credit report.
• 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 limit quantities for large orders.

Sale of Chemicals 

• By accepting the General Terms and Conditions, the customer confirms when purchasing chemicals that they have legal capacity and are over 18 years old.
• Chemicals are identified in the shop on the respective product page under the "Notes" tab. 

Offer and Conclusion of Contract

• The presentation of the products [im Online-Shop] does not constitute a legally binding offer, but rather an invitation for the customer to submit a binding order (offer to conclude a contract).
• By clicking the order button, the customer submits a binding order for the products listed on the order page.
• Immediately after receiving the order, Kanela AG confirms receipt of the order by email. The purchase contract is only concluded when Kanela AG confirms shipment of the goods by email (order or shipping confirmation), or at the latest upon delivery of the goods.
• Kanela AG endeavours to make the product description as accurate as possible. For this purpose, Kanela AG uses the original information provided by the respective manufacturers and suppliers and assumes no liability for its accuracy. Customers are advised in all cases to consult the specific information in the package leaflet or the product information on the product manufacturer's website. The latter take precedence over the information provided by Kanela AG. Product images may differ. In particular, the customer's own eye colour must always be taken into account when viewing images of coloured contact lenses.

Changes / Availability

• Price changes and changes to the ordering and delivery conditions are reserved. Kanela AG endeavours 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 range may be made at any time. Kanela AG endeavours to deliver the products to the customer within the stated delivery time. If the delivery time is exceeded or the product is no longer available in this form, the customer will be informed. In such a case, Kanela AG reserves the right to cancel an order. The customer is not entitled to compensation if an offered or ordered product cannot be delivered.
• If a customer orders several products and one of them is no longer available, the entire order will not be considered cancelled.

Confirmation

By placing the order, the customer confirms that:

• If complaints arise from using a product, the customer must immediately stop using the product and have themselves examined by a qualified professional (doctor, pharmacist, etc.).
• Before using the product, they will carefully read the package leaflet (also available online on the website of the respective product manufacturer) and, in the event of any uncertainty or questions, contact a qualified professional such as a doctor or pharmacist.
• They will not hold Kanela AG liable for any complications, complaints, other problems that arise, or product liability claims, and will contact the product manufacturer directly and exclusively.  
• They have provided all information truthfully.

Shipping within Switzerland

• Shipping is carried out via DPD
• Free shipping for orders of CHF 100.00 or more
• Shipping costs of CHF 5.90 for orders under CHF 100.00
• Shipping costs of CHF 7.90 for orders under CHF 40.00
• The goods remain the property of Kanela AG until paid for in full.
• Additional costs resulting from shipping to an incorrect customer address shall be borne by the customer.
• The respective shipping company is solely liable for loss or damage during shipping. Customers must submit claims directly to the shipping company. 

Shipping abroad

• Until further notice, Kanela AG does not ship parcels abroad.

Delivery time

• The delivery time is specified individually for each item.
• Kanela AG strives to meet the stated delivery times earlier, but cannot guarantee compliance with the delivery time.
• If an order contains items with different delivery times, the order will be delivered as a single shipment. In urgent cases, partial deliveries may be requested in writing or by telephone. Additional costs may apply in such cases.

Late payment

• If the customer is late paying an invoice, they will be reminded by email after 30 days. The second reminder will be sent by mail after 45 days and will incur a reminder fee of CHF 40.00. Further legal action will be handled by INTRUM.
• Late payment charges: processing fee (no earlier than after two written reminders following the invoice date, upon transfer to a debt collection service provider) in accordance with www.fairpay.ch

Complaints and returns

After receiving the goods, the customer has an informal right of return within 14 calendar days and may return the goods to the following Swiss address:

RMB Logistics, Kanela Returns, Staldenhof 8, 6014 Lucerne

The following return form must be completed and enclosed with the shipment: DOWNLOAD RETURN FORM

Only unused products in intact original packaging will be accepted. Items that cannot be returned are excluded from returns for hygienic, legal, or logistical reasons. These include, but are not limited to:

• Food and beverages
• Medicines, dietary supplements, and other remedies
• Hygienically sensitive items