Terms & Conditions – Golivea
Legal

General Terms & Conditions

Full consolidated Terms for Golivea B.V., including Website, Privacy, Cookie, Customer Sales, and Supplier sections.

Last updated: December 7, 2025

0. Definitions

  • 0.1 "Company" means Golivea B.V. and its affiliates, subsidiaries, successors, and assigns.
  • 0.2 "Customer" means any natural person acting outside their trade or business who purchases Products directly from the Company for personal use and not for resale (Section 4).
  • 0.3 "Supplier" means any third party providing goods or services to the Company under Section 5.
  • 0.4 "User" means any individual or entity accessing or using the Company websites, applications, portals, or related systems (Section 1).
  • 0.5 "Agreement" or "Terms" means this consolidated set of policies and contracts, including Sections 1-5 and any additional consumer-facing policies incorporated by reference.
  • 0.6 Corporate Identity & Compliance Statement Golivea B.V. is incorporated in the Netherlands with its registered office at Stroombaan 10, 1181 VX, Amstelveen; Chamber of Commerce (KvK) 97870862; VAT ID NL868268690B01. Golivea markets and sells food supplements and general cosmetic products and operates in compliance with applicable consumer protection, product safety, sanctions, and anti-money-laundering laws.
  • 0.7 "Website" means any Company-controlled website, portal, mobile application, customer ordering system, or other digital property referenced in Section 1.
  • 0.8 "Products" means food supplements and cosmetic products marketed or sold by the Company.
  • 0.9 "Intellectual Property" means all trademarks, service marks, trade names, logos, designs, copyrights, trade dress, trade secrets, domain names, and other proprietary rights owned or licensed by the Company (see Section 1.3).
  • 0.10 "Confidential Information" means non-public information belonging to the Company or disclosed to Suppliers, including pricing, business plans, formulas, algorithms, and customer or business partner data (see Section 5.6).
  • 0.11 "Personal Data" has the meaning set out in Section 2 (Privacy Policy) and includes any information relating to an identified or identifiable natural person processed by the Company or on its behalf.
  • 0.12 "Processing" means any operation performed on Personal Data as defined in Section 2 (Privacy Policy), including collection, storage, use, disclosure, and deletion.
  • 0.13 "Cookie" / "Similar Technologies" have the meanings set out in Section 3 (Cookie Policy).
  • 0.14 "Territory" means any jurisdiction officially opened by the Company for sales of Products via the Website or other Company-approved channels. Users may not place orders from, or request delivery to, unsupported or prohibited jurisdictions.
  • 0.15 "Prohibited Country" means any jurisdiction in which the Company prohibits sales due to local legal restrictions, sanctions, or commercial considerations. The list may be updated by the Company from time to time.
  • 0.16 "Force Majeure Event" means an event beyond a party's reasonable control as described in Sections 1.5.4 and 5.7.3, including natural disasters, epidemics, acts of government, war, terrorism, labor disputes, embargoes, or widespread internet/service outages not attributable to the affected party.
  • 0.17 "AML/KYC" means anti-money-laundering and know-your-customer obligations applicable to the Company, including prohibitions on money-circulation schemes and suspicious-transaction reporting.
  • 0.18 "Policies & Procedures" means all binding rules issued by the Company, including compliance bulletins, FAQs, product guidelines, promotional rules, and technical or brand standards that are incorporated by reference and may be updated periodically.

1. Website Terms of Use

  • 1.1 Scope and Acceptance
    • These Website Terms of Use constitute a legally binding agreement between the Company and any individual or entity accessing, browsing, or otherwise using the Website.
    • By accessing or using the Website, Users acknowledge that they have read, understood, and agree to be bound by these Terms, the Privacy Policy (Section 2), the Cookie Policy (Section 3), the Customer Sales Terms & Return Policy (Section 4), and, where applicable, the Supplier Terms (Section 5), together with all other applicable laws and regulations.
    • If a User does not agree to these Terms in their entirety, they must immediately discontinue use of the Website.
    • The Website is operated by the Company as the sole contractual counterparty for consumer purchases of Products. The Website does not currently function as an online marketplace for third-party sellers. If, in future, third-party products are offered, the Company will clearly indicate with whom the Customer is contracting, whether the seller is a business or a consumer, and what rights the Customer has, and will ensure compliance with consumer-protection rules.
  • 1.2 Authorized Use
    • The Website may only be used for lawful purposes and in compliance with these Terms and all applicable laws.
    • Users are prohibited from unauthorized access attempts; using the Website for fraudulent, misleading, defamatory, obscene, infringing, or otherwise unlawful purposes; uploading or transmitting viruses or malicious code; circumventing security controls; engaging in unauthorized or misleading product claims, spam, or solicitation; or using the Website if under the age of 18 unless supervised by a parent/guardian who accepts these Terms.
  • 1.3 Intellectual Property Rights
    • All Intellectual Property displayed or made available on the Website is owned by or licensed to the Company and protected by applicable intellectual property laws.
    • The Company grants Users a limited, revocable, non-exclusive, non-transferable license to access and use the Website solely for lawful purposes and in accordance with these Terms.
    • Users shall not reproduce, distribute, modify, reverse engineer, decompile, create derivative works from, or otherwise exploit the Website or its contents without the Company's prior written consent.
    • Unauthorized use may result in immediate suspension of Website access and legal action.
  • 1.4 User-Generated Content & Reviews
    • Users may submit testimonials, reviews, or other content only where expressly permitted. Content must be accurate, lawful, respectful, and free of misleading claims.
    • By submitting content, Users grant the Company a worldwide, royalty-free, irrevocable license to use, reproduce, publish, and display such content in connection with its business, subject to the Privacy Policy.
    • The Company may remove or refuse any content at its sole discretion if deemed to violate these Terms, applicable laws, or ethical business standards.
    • The Company takes reasonable steps to ensure that product reviews and ratings displayed on the Website originate from genuine Customers who have actually purchased or used the Products. Where a review has been incentivised, this will be clearly indicated.
    • The Company does not purchase or knowingly use fake likes, followers, views, comments, or fabricated endorsements; statements about product popularity are based on reliable data or are clearly identified as sponsored.
  • 1.5 Disclaimers and Limitation of Liability
    • The Website and its content are provided on an "as is" and "as available" basis without warranties of any kind, express or implied, including but not limited to warranties of merchantability, fitness for a particular purpose, and non-infringement.
    • The Company does not warrant uninterrupted, error-free, or virus-free operation of the Website.
    • To the maximum extent permitted by law, the Company shall not be liable for any direct, indirect, incidental, consequential, punitive, or special damages arising from the User's use or inability to use the Website.
    • Force Majeure applies (see Section 1.5.4).
    • The Products are food supplements and cosmetic products. Unless explicitly stated otherwise on the packaging or product page, they are not medicinal products and are not intended to diagnose, treat, cure, or prevent any disease. They do not replace a varied and balanced diet, a healthy lifestyle, or professional medical advice. Customers should always read the label and follow the instructions for use.
  • 1.6 Governing Law and Jurisdiction These Terms are governed by Dutch law, without prejudice to mandatory consumer-protection provisions of the Customer's country of residence. Disputes are addressed through the complaints and dispute-resolution procedures set out in Section 4.9, subject to mandatory local consumer rights.
  • 1.7 Notice and Modification The Company may update these Terms at any time. Updated versions will be published on the Website with the effective date clearly displayed. Continued use of the Website constitutes acceptance of the updated Terms. Users are responsible for regularly reviewing these Terms to remain informed of updates.
  • 1.8 Equal Treatment of EU Customers & Geo-Blocking
    • The Company treats Customers from all EU Member States in a non-discriminatory manner. Subject to clearly disclosed technical or legal delivery restrictions, EU Customers can access the Website, place orders, and use the same payment methods under the same conditions, regardless of nationality or place of residence within the EU.
    • The Company complies with Regulation (EU) 2018/302 on unjustified geo-blocking. The Company will not block or limit access to the Website, or automatically redirect Users to a different version of the Website based solely on their IP address or residence, without their prior consent.
    • Where the Company offers multiple country or language versions of the Website, Users remain free to choose which version they wish to use, subject to any objectively justified differences in delivery options or prices that are clearly disclosed.
  • 1.9 Online Influencing & Transparency
    • Where the Website displays search results, lists, or filters (for example, by price, relevance, popularity), the main parameters determining the ranking (such as relevance, sales volumes, ratings, or sponsored placement) will be explained in a clear and accessible way.
    • Any sponsored or paid placement that affects ranking or visibility will be clearly identifiable as such.
    • Statements on the Website about the availability or popularity of Products will be based on reliable information and will not be used in a misleading manner.
    • If the Company presents personalised offers, prices, or recommendations based on automated processing of personal data (profiling), this will be made clear to the User in advance and further explained in the Privacy Policy. Users will not be subject to hidden or discriminatory personalised pricing.
    • Default settings on the Website (including consent boxes and optional paid services) will not be pre-ticked in the User's disfavour; options will either be unticked or set to the most privacy- and consumer-friendly choice, unless strictly necessary for the service. The Company does not use misleading or excessive interface design practices ("dark patterns") that unduly pressure Users into making purchases or sharing data. Any techniques used to guide User choices are intended to help Users make informed decisions.
    • Where any element of a service or Product is described as "free", the User will not be required to provide money or other consideration beyond what is strictly necessary to deliver that specific free element. Any conditions or obligations attached to "free" offers will be clearly stated.

2. Privacy Policy

  • 2.1 Purpose and Scope
    • This Policy governs the collection, use, disclosure, storage, transfer, and protection of Personal Data by the Company.
    • The Company complies with applicable data-protection frameworks, including GDPR, LPPD, PIPEDA, and other national or regional data-protection laws in jurisdictions where it operates.
    • This Policy applies to Company-controlled websites, portals, mobile apps, ordering systems, and related online environments; Personal Data relating to Customers, Website Users, Suppliers, business partners, and employees; and Processing activities carried out by the Company or by authorised processors on its behalf.
    • The Company is the Controller for Personal Data it processes. Questions or data-subject requests can be submitted via the contact details published on the Website.
  • 2.2 Definitions
    • Personal Data: any information relating to an identified or identifiable natural person, including identifiers such as name, address, email, phone number, date of birth, gender, payment data, tax ID, IP address, and purchase history.
    • Special Categories of Data: sensitive data such as racial or ethnic origin, religion, political views, health data, biometric or genetic data, or sexual orientation, processed only where legally permitted and strictly necessary.
    • Processing: any operation performed on Personal Data (collection, recording, organisation, storage, adaptation, retrieval, use, disclosure, alignment, restriction, erasure, or destruction).
    • Controller/Processor: as defined in data-protection law.
  • 2.3 Categories of Data Collected The Company may collect and process Contact Data; Biographical Data; Identifiers where legally required; Registration Data (login details, preferences, newsletter subscriptions, survey responses, event registrations); Financial Data (bank details, partial card info via secure providers), Transaction Data; Technical and Usage Data (device identifiers, IP addresses, browser type and version, operating system, time zone, cookie identifiers, browsing data, clickstream and app usage); limited health-related information you choose to provide for regulatory compliance or product-safety investigations; and Communications/Support Data.
  • 2.4 Purposes and Lawful Bases for Processing
    • Consent: for example, sending marketing newsletters by email or SMS, placing non-essential cookies, or collecting Special Categories of Data that you voluntarily provide.
    • Performance of a Contract: for example, to create and manage your account, process your orders, receive and process payments, arrange delivery of Products, handle returns, and provide customer service.
    • Legal Obligation: for example, to comply with tax, accounting, consumer-protection laws, product-safety reporting requirements, AML rules, and other regulatory obligations.
    • Legitimate Interests: for example, to prevent fraud and abuse of the Services, to maintain IT and network security, to improve Products and the Website, to perform non-intrusive customer satisfaction analysis, and to defend the Company's legal rights, provided such interests are not overridden by your rights and freedoms.
    • Vital Interests or Public Interest where applicable (for example, safety recalls).
    • Typical examples include order processing; marketing with consent; processing technical/payment data to prevent fraud and abuse; and processing limited health-related information for legal obligations and public-interest reasons when you contact us with a product complaint or suspected adverse event.
  • 2.5 Data-Subject Rights
    • Individuals have rights of access, rectification, erasure ("right to be forgotten"), restriction, objection (including profiling for direct marketing), data portability, and withdrawal of consent where Processing is based on consent.
    • Requests will be handled within statutory deadlines (for example, one month under GDPR and LPPD, extendable where legally permitted). Additional information may be requested to verify identity before acting on a request. You have the right to lodge a complaint with your local data-protection authority.
  • 2.6 Consent Management
    • Consent must be freely given, specific, informed, and unambiguous. Silence, inactivity, or pre-ticked boxes do not constitute consent. Explicit consent is required for Special Categories of Data.
    • Users may withdraw consent at any time by using the unsubscribe link in marketing emails, adjusting cookie settings, changing account preferences, or contacting the Company. Withdrawal does not affect the lawfulness of Processing prior to withdrawal but may limit certain services.
  • 2.7 International Data Transfers
    • Personal Data may be transferred to Company affiliates, servers, or trusted third parties located outside the EEA for purposes including account management, order fulfilment, IT hosting, support, and fraud prevention.
    • Where Personal Data are transferred outside the EEA, the Company will ensure appropriate safeguards such as Standard Contractual Clauses, adequacy decisions, or other mechanisms recognised by applicable law. In some cases, refusing international transfers may limit certain services; where required, the Company will inform you of any such limitations.
  • 2.8 Disclosure of Data
    • The Company may share Personal Data only on a need-to-know basis and only with parties bound by confidentiality and data-protection obligations. Typical recipients include Company affiliates and employees; service providers and processors such as payment processors, banks, fraud-prevention partners, logistics and delivery companies, IT hosting and support providers, marketing and analytics providers (where permitted), and professional advisors; business partners involved in legitimate cooperative arrangements; legal and regulatory authorities, law-enforcement bodies or courts; and third parties in connection with corporate transactions, subject to appropriate confidentiality protections.
    • The Company will not sell Personal Data to third parties for their own independent direct-marketing purposes.
  • 2.9 Data Security
    • The Company applies appropriate technical and organisational measures to protect Personal Data against accidental or unlawful destruction, loss, alteration, unauthorized disclosure, or access. Measures may include encryption in transit (SSL/TLS) and at rest where appropriate, access controls and role-based access, multi-factor authentication for critical systems, secure development and testing practices, regular backups and recovery procedures, and periodic security assessments and audits.
    • Special Categories of Data and financial information are subject to enhanced safeguards, including restricted access and additional security controls. In the event of a Personal Data breach likely to result in a risk to the rights and freedoms of individuals, the Company will notify the competent supervisory authority within the deadlines set by law (for example, 72 hours under GDPR) and, where required, will inform affected individuals without undue delay.
  • 2.10 Retention and Deletion
    • Personal Data will be retained only for as long as necessary to fulfil the purposes for which they were collected or to comply with legal, regulatory, or contractual obligations (for example, statutory retention of invoices for tax purposes).
    • Typical retention periods include: order and billing data retained for statutory accounting and tax periods; account data retained while the account is active and for a reasonable period thereafter unless earlier deletion is requested and no legal obligation requires retention; marketing data retained until you withdraw consent or object, or after a defined inactivity period; complaint and product-safety data retained as necessary for safety and limitation-period requirements.
    • When Personal Data are no longer required, they will be securely erased or anonymised so they can no longer be linked to an identifiable individual.
  • 2.11 Children's Privacy The Services and Products are not intended for children under 18. The Company does not knowingly collect or process Personal Data from minors under 18 without verifiable parental or guardian consent, where required by law. If the Company becomes aware that it has collected Personal Data from a child in violation of this Policy or applicable law, it will delete such data as soon as practicable.
  • 2.12 Enforcement and Penalties Breaches of this Policy or of applicable data-protection laws by employees, contractors, or Suppliers may result in disciplinary measures, up to and including termination of employment or contract, as well as civil or criminal liability where applicable. Non-compliance with data-protection laws may lead to regulatory fines and sanctions, which may include, for example under GDPR, fines of up to the greater of EUR 20 million or 4 percent of the global annual turnover of the preceding financial year, or fines under LPPD, PIPEDA, or other local laws.
  • 2.13 Profiling and Personalised Offers
    • The Company may use certain technical, transaction, and usage data to perform limited profiling, for example to recommend Products based on previous purchases, group Customers into segments for internal analysis, or show general or personalised promotions.
    • Where such profiling is used for direct marketing or personalised offers, it will be based on your consent where required (for example, marketing cookies or newsletter opt-in) or the Company's legitimate interests balanced against your rights (you may object at any time, especially to profiling for direct marketing).
    • If the Company applies personalised pricing or offers specifically tailored to you based on automated Processing of Personal Data, this will be made clear near the offer. The Company does not use automated decision-making that produces legal effects concerning you or similarly significantly affects you, without human involvement, unless required or permitted by law and with appropriate safeguards.

3. Cookie Policy

  • 3.1 Purpose and Scope This Cookie Policy forms part of the Website Terms of Use (Section 1) and Privacy Policy (Section 2). It governs the use of cookies and similar technologies by the Company across all Company websites, portals, and mobile applications and applies to all Users, including Customers, Suppliers, and visitors.
  • 3.2 Definitions
    • Cookies: small text files placed on a User's device when visiting the Website, enabling recognition of the User's device and collection of browsing information.
    • Similar Technologies: tracking tools such as pixels, web beacons, device fingerprinting, and local storage with similar purposes.
    • Strictly Necessary Cookies: essential for core site functions (for example, login, checkout, security).
    • Non-Essential Cookies: used for analytics, personalization, and targeted advertising.
    • General Information: aggregated data about Website usage (for example, visitor counts, browser types) that cannot identify an individual.
  • 3.3 Legal Compliance and Consent
    • The Company complies with applicable cookie and e-privacy laws, including the EU ePrivacy Directive and GDPR.
    • Strictly Necessary Cookies may be placed without User consent where permitted by law.
    • Non-Essential Cookies, including tracking cookies and most analytics cookies, will only be deployed after explicit User consent via a cookie banner or consent-management tool.
    • Consent requirements: must be freely given and specific to cookie categories; informed with clear descriptions of each category; revocable at any time; recorded and auditable; no pre-ticked boxes; refusing or withdrawing consent will be as easy as giving it.
  • 3.4 Categories of Cookies Used Strictly Necessary Cookies; Performance & Analytics Cookies; Functional Cookies; Advertising & Targeting Cookies (used only with consent).
  • 3.5 Data Collected via Cookies Cookies and Similar Technologies may collect device identifiers (IP address, device type, operating system), browser type and version, browsing behavior (pages visited, time spent, clickstream), shopping cart content and preferences, and general aggregated data for analytics and service improvement.
  • 3.6 Third-Party Cookies Some cookies may be placed by third-party providers (for example, analytics vendors, advertising networks). Third-party cookies are subject to the policies of those providers. The Company will take reasonable measures to ensure third-party compliance with applicable data-protection and e-privacy laws.
  • 3.7 User Cookie Management Users may manage or disable cookies by adjusting browser settings, using the Company's consent-management tool, or opting out through third-party provider tools where these exist. Disabling certain cookies may affect site functionality and User experience, but essential features such as viewing basic product information should remain accessible. "Do Not Track" browser signals are not yet standardised; Users may use the tools above to manage tracking and cookies.
  • 3.8 Security and Integrity Cookies cannot access a User's computer or personal files beyond the information voluntarily shared with the Company. Cookies are protected against unauthorized access through encryption and secure connections (SSL/TLS).
  • 3.9 Policy Updates The Company reserves the right to amend this Policy to reflect changes in law, technology, or business practices. Updated versions will be published on the Website with the effective date clearly displayed. Continued Website use after updates constitutes acceptance of the revised Policy.

4. Customer Sales Terms & Return Policy

  • 4.1 Purpose and Scope These Customer Sales Terms & Return Policy govern all sales transactions between the Company and its Customers, whether conducted online or via other authorized sales channels. They apply to all consumer purchases in jurisdictions where the Company operates, with compliance to EU, Turkish, and other applicable national or regional regulations. Products consist primarily of food supplements and general cosmetic products; product pages and packaging indicate main characteristics, ingredients, intended use, and any relevant warnings.
  • 4.2 Order Acceptance, Information Duties & Formation of Contract
    • All orders placed by Customers constitute an offer to purchase Products under these terms.
    • The Company reserves the right to accept or reject any order at its sole discretion.
    • A legally binding sales contract is formed only upon the Company's confirmation of the order in writing (for example, email) or through the dispatch of goods, whichever occurs first.
    • The Company is responsible for delivering Products directly to Customers located within the EU and Turkey, subject to any delivery restrictions clearly disclosed on the Website. Customers from all EU Member States are treated in a non-discriminatory manner in accordance with applicable geo-blocking rules.
    • For deliveries outside the EU and Turkey, the Company's responsibility is limited to delivering the Products to the customs authority or carrier of the destination country, as indicated during checkout. Title and risk of loss pass to the Customer or designated consignee once the Products have been delivered to such customs authority or carrier. The Customer (or designated recipient) is solely responsible for complying with, and bearing all risks associated with, local laws, regulations, import restrictions, duties, taxes, and customs-clearance procedures in the country of destination. The Company is not liable for delays, refusals, seizures, or other issues arising from the application of local laws and regulations outside the EU and Turkey.
    • Before placing an order, the Website clearly presents the main characteristics of the Products, the total price including VAT, delivery charges, and any other costs that can reasonably be calculated in advance. Available payment methods are displayed before and during checkout; EU Customers are not discriminated against solely on the basis of their place of residence or the origin of their payment instrument within the EU.
    • Prior to placing a binding order, the Customer is presented with an order-summary page showing selected Products and their main features, the total price including taxes and delivery charges, the chosen payment method, the delivery address and available delivery options and estimates, any subscription/recurring contract duration and termination conditions, and a reference to the Customer's right of withdrawal (with any applicable exceptions) and how to exercise that right. The Customer has the opportunity to review and correct input errors before submitting the order.
    • The final order button is clearly labelled in a way that makes it unambiguous that placing the order entails an obligation to pay (for example, "Order and Pay").
    • Immediately after the Customer places a binding order and payment has been successfully authorised, the Company will send an electronic confirmation of the order without undue delay. The confirmation will include the main contractual information, a copy or link to these Terms, and information about the right of withdrawal, including a link to the model withdrawal form.
  • 4.3 Right of Withdrawal / Cooling-Off Period
    • EU Customers: right to withdraw from a distance or off-premises sales contract within 14 calendar days without giving any reason; if not informed, the withdrawal period may be extended by up to 12 months, in line with applicable law.
    • Turkish Customers: may withdraw from distance or door-to-door contracts within 14 days without cause or penalty; applies equally to online and physical distance sales.
    • Withdrawal notifications must be made in writing (email, letter, or the Company's online form) within the applicable statutory time limit. The Company will make a model withdrawal (cancellation) form available on the Website and include a link to it in the order confirmation email. Customers are not obliged to use this form; any clear statement of the decision to withdraw is sufficient.
  • 4.4 Refund and Return Procedures
    • Upon receiving a valid withdrawal notice, the Company shall refund all payments received from the Customer, including standard delivery costs (except supplementary costs for non-standard or express delivery chosen by the Customer), within 14 days. Refunds shall be made using the same payment method used for the original transaction unless the Customer expressly agrees otherwise.
    • The Company may withhold a refund until it has received the returned goods or proof of their return, whichever occurs first.
    • Customers are responsible for returning the goods within 14 days of notifying withdrawal, unless the Company offers to collect them. Refunds shall be processed within 14 days of receipt or confirmation of returned goods, and Customers shall receive written confirmation of refund status.
  • 4.5 Product Condition for Returns Goods must be returned in their original condition and packaging, with all accessories and documentation, unless defective or non-conforming. The Customer is liable for any diminished value of goods resulting from handling beyond what is necessary to establish their nature, characteristics, and functioning.
  • 4.6 Legal Warranties and Guarantees
    • EU Customers: Products are covered by a statutory legal guarantee of conformity for two years from delivery; any defect appearing within six months of delivery is presumed to have existed at delivery unless proven otherwise, without prejudice to longer presumptions under national law.
    • Turkish Customers: goods are covered by a statutory warranty of two years from delivery; defects within six months are presumed to be pre-existing, placing the burden of proof on the seller.
    • This legal guarantee is provided at no additional cost and is in addition to any manufacturer's commercial warranty that may accompany certain Products.
  • 4.7 Exceptions to the Right of Withdrawal The right of withdrawal shall not apply to, among others: goods made to the consumer's specifications or clearly personalized; sealed goods that are not suitable for return due to health or hygiene reasons once the seal has been broken after delivery; goods liable to deteriorate or expire rapidly; sealed audio/video recordings or computer software once unsealed; leisure services provided on a specific date or within a specific period; and other exceptions permitted by applicable law.
  • 4.8 Customer Responsibilities
    • Customers shall provide accurate and complete information when placing orders; ensure availability for receipt of deliveries or arrange appropriate alternatives (such as collection from a pick-up point); and inspect goods promptly upon delivery and notify the Company of any defects or shortages within a reasonable time.
    • If the Company provides a telephone line for Customer contact in relation to a concluded contract, the Customer will not be charged more than the basic rate for such calls as defined under applicable consumer law. No premium-rate numbers will be used for post-contract customer service.
  • 4.9 Dispute Resolution for Consumer Transactions & Complaints
    • EU Customers: cross-border consumer disputes may be referred to the European Consumer Centres Network (ECC-Net); the Company shall provide Customers with information on alternative dispute-resolution bodies where required.
    • Turkish Customers: disputes below the annual threshold set by the Ministry of Commerce shall be referred to Consumer Arbitration Committees; higher-value disputes or appeals shall be resolved by Consumer Courts.
    • Complaints Handling: Customers may submit complaints via the contact details published on the Website. The Company aims to acknowledge receipt within 2 business days and to provide a substantive response within 14 days. If more time is needed, the Company will inform the Customer of the expected timeline and keep them reasonably updated.
  • 4.10 Penalties and Compliance The Company acknowledges that failure to comply with statutory consumer rights may result in regulatory fines, compensation claims, or reputational damage. Force Majeure applies to delivery, refunds, or performance obligations as described in Section 1.5.4.

5. Supplier Terms

  • 5.1 Purpose and Scope These Supplier Terms govern all supply relationships between the Company and its suppliers of goods and/or services. They apply to all purchase orders, supply agreements, and procurement activities, whether formalized in writing or implied through conduct. In the event of a conflict between these Terms and a separate written supply agreement, the latter shall prevail to the extent of the inconsistency.
  • 5.2 Supplier Obligations
    • Quality Assurance: Suppliers shall warrant that all goods delivered to the Company are free from defects, conform to agreed specifications, and are fit for their intended purpose. All goods must comply with applicable safety, labeling, and packaging requirements in each jurisdiction where they will be marketed or sold.
    • Delivery Deadlines: time is of the essence; all delivery dates specified by the Company must be strictly adhered to. Late delivery may constitute a material breach entitling the Company to cancel the order, obtain substitute goods, and recover any losses.
    • Product Recalls: Suppliers shall immediately notify the Company upon discovering any defect, safety issue, or regulatory non-compliance in supplied goods. In the event of a recall, Suppliers shall cooperate fully with the Company to implement corrective measures at their own cost.
  • 5.3 Compliance with Laws
    • Suppliers must comply with all applicable laws, regulations, and industry standards in the manufacturing, packaging, labeling, storage, and transportation of goods.
    • Data Processing & Privacy: where a Supplier processes Personal Data on behalf of the Company, the Supplier is a Processor and shall process Personal Data only on documented instructions from the Company; implement appropriate technical and organizational measures to protect Personal Data; ensure confidentiality commitments from personnel; promptly notify the Company of any data breach or unauthorized disclosure; provide reasonable assistance to the Company in fulfilling its obligations under applicable data protection laws (including GDPR, LPPD, and PIPEDA); and enter into a separate Data Processing Agreement with the Company where legally required. Nothing in these Terms relieves the Supplier of its direct responsibilities under applicable data protection laws.
    • Suppliers shall comply with all relevant environmental protection, labor, and human rights laws, including prohibitions on forced labor, child labor, and discriminatory employment practices.
    • Suppliers shall not engage in practices that could expose the Company to liability under anti-bribery, anti-corruption, or trade-sanction laws.
    • Suppliers acknowledge that goods supplied may be marketed globally. Accordingly, Suppliers shall ensure that their goods, labeling, and documentation comply with the laws and regulatory requirements of all jurisdictions where the Company distributes such goods.
  • 5.4 Warranties and Indemnities Suppliers warrant that they have full legal and contractual rights to supply the goods and that such supply does not infringe the intellectual property rights of any third party. Suppliers shall indemnify and hold harmless the Company, its affiliates, business partners, and customers from any losses, damages, claims, costs, or expenses arising from defective goods, breach of warranty, failure to comply with applicable laws, or third-party intellectual-property claims.
  • 5.5 Inspection and Audit Rights The Company reserves the right to inspect goods prior to acceptance and to reject any goods that fail to meet specifications. The Company may conduct audits of Supplier facilities to verify compliance with these Terms, provided reasonable notice is given unless an urgent safety concern justifies immediate inspection. The Company reserves the right to conduct unannounced audits of Supplier facilities, including social, labor, and environmental compliance checks, to ensure adherence to legal and ethical standards.
  • 5.6 Confidentiality Suppliers shall maintain strict confidentiality over all non-public information obtained from the Company, including product formulas, business plans, pricing structures, and customer or other business-partner data. This obligation shall survive termination of the supply relationship for a period of five years, or longer if required by law.
  • 5.7 Termination of Supply Relationship The Company may terminate its relationship with a Supplier immediately upon material breach of these Terms; insolvency or bankruptcy of the Supplier; repeated delivery failures; regulatory violations; or unethical business practices. Upon termination, any purchase orders accepted prior to termination must be fulfilled unless the Company expressly cancels them. Force Majeure applies as described in Section 5.7.3.
  • 5.8 Dispute Resolution Any dispute arising under these Terms shall be resolved in accordance with the governing law and dispute-resolution procedure set out in the applicable supply agreement, or, if none exists, in accordance with Section 1.6 of these Terms.