These Terms of Service (“Terms”) govern access to genelnova.com, the use of its online store and every consumer order placed through it.

The store is operated by the company below, trading as GENEL NØVA and incorporated in Spain (“GENEL NØVA”, “we”, “us” or “our”):

By placing an order, you confirm that you have had the opportunity to read, save and understand these Terms. Mandatory consumer rights cannot be waived or limited by these Terms.

Scope

These Terms apply to purchases made by consumers through the standard online checkout. A consumer is a person acting mainly outside their trade, business, craft or profession.

Wholesale, resale, distribution, white-label, professional or other B2B purchases require our prior written approval and may be governed by separate B2B terms. The standard online checkout does not create distribution or resale rights.

The product page, order summary, Shipping & Payment, Returns & Claims and any specific conditions shown before checkout form part of the contract for that order. If specific conditions for an order conflict with these general Terms, the specific conditions prevail to the extent permitted by law.

Changes to these Terms

We may update these Terms for future website use and future orders, for example to reflect legal, operational or product changes. The version applicable to an order is the version made available when that order was placed.

We will not retrospectively change an existing contract unless the change is required by law or expressly agreed with the customer and legally valid.

You must be at least 18 years old and legally capable of entering into a contract to access age-restricted sections of the website or purchase age-restricted products.

By placing an order, you confirm that:

We may use proportionate age-verification measures and may request evidence of age where reasonably necessary. We may refuse or cancel an order where age, identity, payment or legal eligibility cannot be verified. Any personal data used for verification is handled under our Privacy Policy.

Product classification, intended use, warnings, restrictions and instructions are stated on the relevant product page and/or label. They may differ between categories and destinations.

You must read and follow the description, label, warnings, storage instructions and intended-use statement before purchase and use. Do not use a product in a way that conflicts with its label, applicable law or the information provided on the product page.

Unless expressly identified as such and lawfully marketed for that purpose, products are not medicines and are not intended to diagnose, treat, cure or prevent disease. Website content is general product information and is not medical advice.

Product images are illustrative. Colour, texture and appearance may vary naturally or between production batches. Such variation does not affect statutory conformity rights where the product materially differs from the agreed description or required quality.

Availability & destination restrictions

We sell and ship only to destinations enabled at checkout and only where we have determined that the relevant product category may be offered and delivered through our store.

Availability at checkout does not override a legal restriction or an obvious technical error. If, after an order is placed, we identify a genuine legal, safety, payment, stock or destination restriction, we will not dispatch the affected product and will refund the corresponding amount without undue delay.

Customers must not request forwarding, rerouting or importation that would breach applicable law. We may suspend fulfilment where reasonably necessary to verify the delivery destination or compliance status.

Safety, storage & responsible handling

Keep products in their original packaging, follow storage and safety instructions, and keep age-restricted products away from children and animals.

Do not use a product if its seal is unexpectedly broken, the product appears damaged or the label requires a condition that has not been met. Contact us for instructions.

You are responsible for lawful handling after delivery. This does not exclude our responsibility for product safety, conformity, accurate information or any other responsibility that cannot lawfully be limited.

Prices are shown in the currency selected on the website. For consumer orders delivered within the relevant tax territory, displayed prices include applicable VAT unless clearly stated otherwise. Delivery charges and any other unavoidable charges are shown before the order is submitted.

For destinations outside the applicable tax or customs area, import duties, taxes or clearance charges may apply. Where they are not collected by us at checkout, they are payable by the recipient. This will be made clear before purchase where applicable.

Promotions, discount codes and gifts are subject to the specific conditions displayed with the offer. Unless stated otherwise, they cannot be combined, exchanged for cash or applied retrospectively. Nothing in a promotion limits statutory consumer rights.

If a price is obviously incorrect because of a genuine technical or typographical error, we may reject the order before acceptance. We will explain the issue and refund any amount already charged.

Payment

Available payment methods are displayed at checkout. Payment may be processed by an authorised third-party payment provider under its own terms and privacy information.

You confirm that you are authorised to use the selected payment method. We may carry out proportionate anti-fraud and payment-verification checks. We do not dispatch an order until payment has been authorised or received, as applicable.

We will not impose payment-method surcharges prohibited by law.

1. OrderYou submit an offer.
2. ReceiptWe acknowledge it electronically.
3. AcceptanceContract forms on acceptance or dispatch.

Before submitting an order, you can review the selected products, quantities, delivery address, delivery method, price and payment information and correct input errors.

By selecting the final payment button, you submit an offer to purchase the products shown in the order summary and acknowledge that the order carries an obligation to pay.

After submission, we will send an electronic acknowledgement to the email address provided. This acknowledgement confirms receipt of your order; it does not necessarily mean that we have accepted it.

The sales contract is formed when we send a dispatch confirmation or otherwise expressly accept the order. If an order contains several products dispatched separately, a separate contract may be formed for each dispatched product.

We may reject an order before acceptance only for legitimate reasons, including product unavailability, failed payment, suspected fraud, age or identity verification failure, an obvious price error, delivery restrictions, a legal or safety concern, or breach of these Terms. If payment has already been taken, the relevant amount will be refunded without undue delay.

The contract may be concluded in Spanish or English, the languages of our storefront. We retain the electronic record of the order for the periods required by law. Customers can access relevant order information through their account, where available, or request it from us.

Available destinations, carriers, estimated dispatch times, estimated delivery times and charges are shown in Shipping & Payment and/or during checkout.

Delivery estimates are not guaranteed dates unless expressly agreed as such. Unless another period has been agreed, consumer goods will be delivered without undue delay and no later than 30 calendar days after the contract is formed.

You are responsible for providing a complete and accurate delivery address and for cooperating with reasonable delivery requirements. If a parcel is returned because the address was materially incorrect or delivery was unreasonably refused, we may recover the direct, evidenced cost of a new delivery or return where permitted by law.

If we cannot deliver within the agreed or statutory period, your remedies are those provided by applicable consumer law, including the right to set an appropriate additional period and, where applicable, terminate the contract.

Transfer of risk

For consumer orders, the risk of loss or damage remains with us until you, or a third party nominated by you other than the carrier, take physical possession of the goods.

If you independently appoint a carrier that was not offered by us, risk may transfer when the goods are handed to that carrier, without affecting your rights against the carrier.

Subject to the legal exceptions below, consumers may withdraw from an online purchase without giving a reason within 14 calendar days from the day on which the consumer, or a third party nominated by the consumer other than the carrier, takes physical possession of the goods.

To exercise this right, send an unequivocal statement before the deadline to info@genelnova.com or use the withdrawal form on our website. You do not have to use the model form.

After notifying us, return the goods without undue delay and no later than 14 calendar days after the notice. The returns address and instructions are stated in Returns & Claims.

Unless we have agreed to bear them, you are responsible for the direct return cost. You are liable only for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Exceptions

The withdrawal right does not apply where a statutory exception applies, including, where relevant:

An exception is applied only where the nature and presentation of the specific product meet the legal requirements. Opening ordinary packaging does not automatically remove the withdrawal right.

Withdrawal refunds

Where withdrawal is valid, we will refund payments received for the returned goods and the cost of the least expensive standard delivery option offered for that order.

The refund will be made without undue delay and no later than 14 calendar days after we are informed of the withdrawal. We may withhold the refund until we receive the goods or you provide evidence of return, whichever occurs first.

Refunds are made using the original payment method unless another method is expressly agreed and causes no additional cost to you. Additional delivery costs resulting from a delivery method more expensive than our least expensive standard option are not refundable unless required by law.

Returns & refused parcels

Do not send a return to an address not designated for returns. Follow the instructions in Returns & Claims so the parcel can be identified and processed.

Refusing delivery does not by itself provide all information needed to exercise withdrawal or make a claim. Contact us so we can determine the correct process. We may deduct only costs or diminished value that may lawfully be charged to the consumer.

Inspect the parcel as soon as reasonably possible. If a product is missing, damaged, incorrect or does not conform to the contract, contact info@genelnova.com promptly with the order number and a description of the issue. Photographs may help us assess transit damage, but a reasonable evidential request does not remove statutory rights.

Spanish consumer law provides remedies for lack of conformity. Depending on the circumstances, these may include repair or replacement, a price reduction or termination of the contract. Statutory remedies are free of charge where the legal conditions are met.

For goods, the Spanish statutory liability period for lack of conformity is generally three years from delivery, subject to the nature of the product and the applicable law. This is separate from the 14-day withdrawal right and is not reduced by any commercial warranty.

Damage caused by misuse, storage contrary to instructions, unauthorised alteration, normal wear or use inconsistent with the stated intended use is not a lack of conformity for which we are responsible, without prejudice to mandatory law.

Optional Shipping Protection

Our optional Shipping Protection shows its price, coverage, exclusions, evidence requirements and claim period before purchase and on its own page.

Shipping Protection does not replace or reduce our statutory responsibility for the parcel before risk passes to the consumer, nor any mandatory consumer remedy. It is not insurance.

Website use

You may use the website only for lawful personal shopping and information purposes. You must not:

We may restrict access or cancel affected orders where reasonably necessary to protect the website, customers, GENEL NØVA or legal compliance.

Customer accounts

If you have an account, you are responsible for keeping your login details confidential and for activity carried out through your account, except where caused by our failure to apply appropriate security.

Tell us promptly at info@genelnova.com if you believe your account has been accessed without authorisation. We may suspend an account where reasonably necessary for security, fraud prevention or legal compliance.

Reviews & user content

If you submit a review, image, comment or other content, you confirm that it is lawful, honest, based on genuine experience where represented as such, and does not infringe third-party rights.

You retain ownership of your content. You grant GENEL NØVA a non-exclusive, worldwide, royalty-free licence to host, reproduce and display it only for operating, improving and promoting GENEL NØVA and its products, subject to applicable law and our Privacy Policy. We may moderate or remove unlawful, misleading, abusive or irrelevant content.

We will not present paid, incentivised or unverified reviews as independently verified consumer reviews.

Intellectual property

The GENEL NØVA name, logos, product presentation, photographs, text, graphics, videos, website design and other protected material belong to us or our licensors. No intellectual-property right is transferred to you by use of the website or purchase of a product.

You may view and make a personal copy of order-related information. Any commercial reproduction, modification, distribution, resale of digital assets or use that suggests affiliation or endorsement requires prior written permission.

Third-party services & links

The website may use or link to third-party services, including payment providers, carriers and social platforms. Their own terms may govern your direct use of those services.

We are not responsible for unrelated third-party websites that we do not control. This does not exclude our responsibility for providers used to perform our obligations to you.

Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including mandatory consumer rights and liability for fraud, wilful misconduct, death or personal injury caused by negligence, defective products where applicable, or other non-excludable liability.

We are not responsible for loss caused solely by the customer’s unlawful use, misuse contrary to clear instructions, unauthorised modification, or inaccurate information supplied by the customer, to the extent permitted by law.

For consumers, we remain responsible for losses that are a foreseeable consequence of our breach of contract or failure to use reasonable care. We are not responsible for business losses arising from a consumer purchase.

Events beyond reasonable control

We are not liable for delay or failure caused by an event genuinely beyond our reasonable control, provided that we take reasonable steps to reduce the impact and resume performance. This does not remove rights that the consumer has under mandatory law, including rights relating to delayed or impossible delivery.

Personal data is processed as described in our Privacy Policy. Cookies and similar technologies are governed by our Cookie Policy and the choices offered through our cookie settings.

Governing law & jurisdiction

These Terms and consumer contracts with GENEL NØVA are governed by Spanish law.

If you are a consumer resident elsewhere in the European Economic Area, this choice does not deprive you of mandatory protections granted by the law of your habitual residence.

Disputes may be brought before the courts determined by applicable consumer and procedural law. Nothing in these Terms requires a consumer to litigate exclusively in a place that mandatory law does not permit.

Complaints & dispute resolution

Please contact info@genelnova.com first so we can try to resolve the matter directly. Include your order number and a clear description of the issue.

Information about any competent or voluntarily accepted alternative dispute-resolution body will be stated here once confirmed.

[ADR body / status / link — to be confirmed.]

The former European Commission Online Dispute Resolution platform is no longer operational and is therefore not referenced as a complaint channel.

Severability & no waiver

If any provision of these Terms is found invalid or unenforceable, the remaining provisions continue to apply. The invalid provision will be interpreted or replaced only to the minimum extent necessary and in accordance with mandatory law.

Failure to enforce a provision on one occasion does not waive the right to enforce it later.