Website Policies - Kummuh E-Commerce

1. Returns & Refunds Policy

Overview

We offer a 14-day statutory right of withdrawal for all customers in accordance with the Consumer Rights Directive 2011/83/EU and equivalent national laws.

Withdrawal Period

14 calendar days from the date you receive your order (not from the order date).

Extension for Holidays: If the 14-day period ends on a Saturday, Sunday, or public holiday, it automatically extends to the next working day.

Country-Specific Return Policies

Spain (españa)

Jurisdiction: Spanish Consumer Rights Act (Ley 34/1988 & Real Decreto 1906/1999)

  • Withdrawal period: 14 calendar days from delivery
  • Legal notice required: Must be in Spanish with clear cancellation form
  • Postage costs: Customer pays return shipping (unless item is defective/not as described)
  • Restocking fee: None - full refund of product price
  • Refund timeline: Within 14 days of return receipt
  • Defective items: Full refund + return shipping covered by seller
  • Contact: Return requests must be submitted within 14 days of delivery

Return Address for Spain:

Kummuh Returns (España)
[Your return address]
Madrid, Spain

EU Consumer Protection Framework

Statutory Rights

All transactions are governed by:

  • Consumer Rights Directive 2011/83/EU
  • Unfair Terms in Consumer Contracts Directive (93/13/EEC)
  • Distance Marketing Directive (2002/65/EC)

Right of Withdrawal

You have the right to cancel your order within 14 calendar days of receipt without providing a reason.

Cooling-off Period

Customers in the EU benefit from a statutory cooling-off period as defined by respective national laws.

Pricing & Tax Policy

Price Transparency

All prices displayed include applicable:

  • Value Added Tax (VAT/IVA/TVA/MwSt)
  • Eco-taxes (where applicable)
  • All mandatory surcharges

VAT Treatment

  • B2C Sales: Full VAT applicable based on delivery country
  • B2B Sales: Reverse charge mechanism may apply with valid VIES number
  • MOSS Registration: We are registered under the Mini One-Stop Shop (MOSS) system for digital services

Price Modifications

We reserve the right to modify prices. Orders are only confirmed upon payment authorization.

Shipping & Delivery Policy

Shipping Terms

  • Responsibility Transfer: Risk of loss transfers to customer upon delivery acceptance
  • Delivery Timescale: 3-5 business days for EU destinations (excluding weekends/holidays)
  • Address Accuracy: Customer is responsible for providing accurate delivery addresses
  • Signature Requirements: Some items may require signature upon delivery

Shipping Costs

Standard shipping rates:

  • Spain: €6.00
  • EU Member States: €10.00
  • Express Options: Available at checkout

Carrier Selection

We use professional logistics partners:

  • DHL
  • UPS
  • FedEx
  • Local carriers (country-specific)

Customers receive tracking information via email automatically.

Product Liability & Guarantees

Statutory Guarantees

  • EU Statutory Warranty: 2 years from delivery date
  • Defect Definition: Products must be free from defects and fit for ordinary use

Manufacturer Warranties

Products may include additional manufacturer warranties. Documentation is provided separately.

Exclusions

Warranty does not cover:

  • Normal wear and tear
  • Damage from improper use or negligence
  • Third-party modifications
  • Failures due to customer's actions

Data Protection & Privacy

GDPR Compliance

We comply fully with:

  • General Data Protection Regulation (GDPR) - EU 2016/679
  • ePrivacy Directive (2002/58/EC)
  • Local implementations of privacy laws in each jurisdiction

Data Collection

We collect:

  • Order information (name, address, email, phone)
  • Payment details (processed by Stripe - not stored locally)
  • Usage analytics (cookies, tracking) - optional consent
  • Communication preferences

User Rights

You have the right to:

  • Access your personal data
  • Correct inaccurate information
  • Delete your account and data
  • Export your data in machine-readable format
  • Opt-out of marketing communications
  • Lodge complaints with local data protection authorities

Cookies & Tracking Policy

Cookie Categories

Essential Cookies (No Consent Required)

  • Session management
  • Security/fraud prevention
  • Accessibility features
  • User preferences

Performance Cookies (Consent Required)

  • Google Analytics
  • Page load optimization
  • Error tracking

Marketing Cookies (Consent Required)

  • Retargeting advertisements
  • Social media tracking
  • Third-party analytics

All cookies expire as defined in our Cookie Policy.

Dispute Resolution & Legal Framework

Jurisdiction & Governing Law

  • English Law Applies: Contracts governed by English law
  • Venue: English courts have jurisdiction
  • Consumer Jurisdiction Rules: EU/UK consumer protection laws supersede where applicable

Dispute Resolution Process

  1. Customer Service: Contact [email protected] first
  2. Formal Complaint: Written complaint with 30-day response window
  3. Mediation: Third-party mediation available upon request
  4. Arbitration: Available as alternative to litigation

Alternative Dispute Resolution (ADR)

We are committed to fair dispute resolution:

  • EU ODR Platform: Available at https://ec.europa.eu/consumers/odr
  • National ADR Schemes: Available in Spain, France, Germany, Portugal, Italy
  • Escalation: Unresolved disputes may be referred to local consumer authorities

Prohibited Activities & Conduct

Users agree NOT to:

  • Resell products for commercial purposes without authorization
  • Engage in automated scraping or data harvesting
  • Make claims for items not actually received
  • Provide false personal information
  • Attempt unauthorized account access
  • Violate intellectual property rights
  • Engage in fraudulent transactions

Consequences: Violation may result in account suspension and legal action.

Limitation of Liability

Product Liability Cap

  • Maximum liability: Purchase price of product or €500, whichever is lower
  • Excludes: Personal injury claims and statutory fraud

Service Liability Cap

  • Maximum liability: Total value of orders in preceding 12 months
  • Excludes: Data breach liability and regulatory violations

Compliance & Certifications

Standards Compliance

  • PCI DSS Level 1: Payment card security
  • ISO 27001: Information security management
  • GDPR: Data protection standards
  • eCommerce Directive 2000/31/EC: Digital services

Payment Processing

  • Stripe: PCI-compliant payment processor
  • 3D Secure: Mandatory for certain transactions
  • Fraud Detection: Advanced machine learning-based monitoring

Policy Updates & Contact

Changes to Terms

We may update policies periodically. Continued use constitutes acceptance.

Contact Information

Kummuh E-Commerce

  • Email: [email protected]
  • Address: [Your Business Address]
  • Phone: [Your Phone Number]
  • Hours: Monday-Friday, 9 AM - 5 PM CET

Last Updated: September 2026 Version: 1.0 Effective Date: September 22, 2026