TERMS & CONDITIONS

Our terms of service

General Terms and Conditions

Ordering process


Placing orders using our online shop

Using the shop system on our website is usually the fastest and most failsafe way to place your order. All relevant information will be collected in a well-structured manner and then transmitted to us within a few minutes, and so we can start processing your order immediately.

Placing orders by phone oder fax

You are welcome to place your order by phone or fax. Our customer service is reachable from Monday to Friday between 09:00 and 18:00h under the following numbers (toll-free inside EU and CH):

Phone: 00800 – 17 17 67 17
Fax: 00800 – 17 17 67 18

Placing orders by e-mail, letter or postcard

For written orders, please specify both the item number as well as the complete name of the desired product in order to avoid unnecessary queries or even incorrect deliveries. In addition to your name, we will also require your customer number (if available) and/or full details of your delivery and billing address.

email: info@cenaverde.com

Postal address:
Supplementa Mailorder
Antwortnummer 211
9670 WB Winschoten
Niederlande

Please let us know how we may reach you by phone to clarify any problems that might occur during processing your order (ambiguity, delayed delivery date, etc.) in the quickest way possible.

Prices and discounts

All prices quoted are in EUR including VAT plus shipping costs.

Quantity discount

For larger orders, we grant the following volume discounts:

  • 3% discount from EUR 150,- order value
  • 5% discount from EUR 250,- order value
  • 10% discount from EUR 500,- order value
  • 15% discount from EUR 750,- order value
  • 20% discount from EUR 1.000,- order value
  • 25% discount from EUR 1.250,- order value

Direct debit

In addition to the above-mentioned quantity discounts or other discounts, we grant a 2% discount when participating in direct debit (in which case we need to know your IBAN/BIC code or credit card number).

Delivery and shipping costs

We dispatch orders each working day (Monday to Friday) via DHL. You will usually receive your package within 1 or 2 working days after the goods have left our warehouse.

If possible, all items are delivered in one package. Items which are temporarily unavailable at the time of your order will be reserved for you and dispatched immediately as soon as they are back in stock.

Shipping costs for deliveries to Germany

For deliveries to Germany, we charge EUR 3,90 for postage and packaging unless the total value of your order exceeds EUR 50,- (in which case shipping is free of charge). If we cannot deliver all items in a single package, subsequent deliveries are generally free of charge.

Shipping costs for deliveries to other countries

For deliveries to Belgium, Netherlands, Luxembourg, Austria, Denmark and the Czech Republic, we charge EUR 8,00 for postage and packaging unless the total value of your order exceeds EUR 150,- (in which case shipping is free of charge).

For deliveries to England, Scotland, Wales, Finland, France, Monaco, Poland, Romania, Slovak Republic, Slovenia, Sweden, Switzerland, Norway and Italy, we charge EUR 12,00 for postage and packaging unless the total value of your order exceeds EUR 150,- (in which case shipping is free of charge).

For deliveries to Greece, Ireland, Italy, Estonia, Latvia, Bulgaria, Lithuania, Northern Ireland, Portugal, Spain and Hungary, we charge EUR 15,00 for postage and packaging unless the total value of your order exceeds EUR 150,- (in which case shipping is free of charge).

Shipping costs for other countries are calculated at cost but charged with at least EUR 18,00.

Returns

We ask for prior consultation before incorrect shipments or defective items are sent back to us. You will then receive a postage-paid return label, or the goods will be picked up directly from your resident address. Once we have received your return package, your respective payments will be credited to your customer account or directly transferred to your bank account.

In the event that you want to revoke your purchase, please refer to the information given below in the section about cancellation.

Payment

For deliveries on account (payment upon receipt of our invoice), all goods have to be paid within 14 days from receipt of our shipment without any deductions. For partial deliveries, you will receive a partial invoice for the items included in the respective delivery.

When making use of the SEPA direct debit procedure, invoice amounts are collected with a 2% discount from your account about 3-5 working days after goods have been issued (i.e., usually after you have received the goods). For partial invoices, only the partial amount is debited accordingly.

Alternatively, you may also choose other payments methods (currently: PayPal or credit card). These options allow to reserve the total value of your order which will be charged after billing (usually a few days after shipping). For partial invoices, only the partial amount is debited accordingly.

Regardless of the agreed payment method, all dispatched goods remain property of Supplementa Corporation B.V. until full payment.

Cancellation (withdraw from purchase)


Cancellation policy

You have the right to cancel your contract with us (i.e., to cancel your order/purchase) within fourteen days without giving any reasons. The cancellation period is fourteen days from the day when you or a third party named by you, who is not the carrier, has or had taken possession of the last delivery goods. In order to maintain the cancellation period, it is sufficient for you to send off (dispatch) your notification of withdrawal before the the withdrawal period ends.

In order to exercise your right of withdrawal, you must inform us by means of an unequivocal statement of your decision to cancel the contract. For this purpose, you can use our withdrawal template form; however, you may likewise use suitable templates from other sources or create your individual withdrawal notice on your own. Your revocation must be sent to us in written form, i.e., as a letter or by fax or by e-mail to:

Supplementa Mailorder
Antwortnummer 211
9670 WB Winschoten
Niederlande

Telefax: 0031 / 597 / 433 694
Email: info@cenaverde.com


Consequences of your cancellation

With your withdrawal from the contract, we will refund all the payments including delivery charges (except for the additional costs that result from choosing a different type of delivery than the cheapest standard delivery offered) immediately and at the latest within fourteen days from the date of receipt of your notification. For the refund, the same means of payment as for the original transaction will be used unless expressly agreed differently. In no case, you will be charged for the refunding fees. We may refuse the refund until we have received the goods or until proof of the return of the goods is provided, whichever may apply first.

Customers are required to return the goods immediately and in any event not later than fourteen days from the date you submit your notification about the contract withdrawal. The withdrawal period is met if you send the goods before the deadline of fourteen days. You will bear the immediate costs of returning the goods.

Customer must pay for the loss of values of the goods only if this loss of value occurs due to an inappropriate handling of the goods when checking the nature, characteristics and functioning of the respective goods.

Online dispute resolution

Whenever customers and companies fail to agree upon online business issues, customers may consult the platform of the EU Commission regarding online dispute resolution, https://ec.europa.eu/consumers/odr

We are, however, neither obligated nor willing to take part in such dispute resolution proceedings mediated by an arbitration board.

Miscellaneous

We reserve the right to carry out product changes which are, according to the manufacturer’s opinion, intended to improve quality, without prior notice.

All offers are non-binding. Delivery can be granted only while supplies last. All information on product properties and prices are provided without guarantee. Errors and mistakes will be corrected as soon as we become aware of them. Our statutory obligations regarding the return of goods remain unaffected by this.

On the subject of health and dietary supplements

Dietary supplements are primarily intended to compensate for individual deficiencies regarding the intake or physiological processing of nutrients or other health-promoting substances, as long as individual needs cannot be fully met by a reasonably balanced diet of healthy foods. Accordingly, the intake of nutritional supplements may help to prevent certain illnesses, reduce their symptoms, or improve their healing; however, their ingestion does not provide safe protection against any particular disease, and does not replace the need for check-ups. Therefore, any warranty on our part is excluded.

The use of nutritional supplements in a therapeutic context (i.e., in order to treat known health problems) should only be carried out under expert guidance and control. Before using nutritional supplements while being under the influence of any medication, the attending physicians or therapists must be consulted. In particular, you should never discontinue any prescribed medication or substitute it with nutritional supplements without prior consultation with the attending physicians.