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Terms and conditions

Basic Information about the Company

Name: Colloid GmbH
Address: Stadiongasse 4/V A-1010 Vienna
Website: www.colloid.at

Contact Email: [email protected]

Detailed Description of Goods and Services Offered

When searching for a specific product and making the right decision on which product to choose, we have endeavored to describe all our products as thoroughly as possible. A description of the products, along with frequently asked questions, can be found next to the image of each product displayed in the webshop. If you need further information, feel free to contact us via email at [email protected]. We will respond to you as soon as possible. Promotions are valid for the Colloid online shop. For more information about promotions, you can contact us via the contact form.

Contact information

Email: [email protected]

Note: The primary form of communication with Colloid GmbH is via email. We respond to emails as quickly as possible, but no later than 24 hours after receiving the user’s email. Orders cannot be placed by phone, only through the online shop.

Ordering

Orders are placed exclusively through the webshop on the website colloid.at. This method of ordering is available at any time of the day. You will then promptly receive an automatically generated email with the details of your order.

Payment

Delivery of Goods and Possible Restrictions

Delivery in Austria and Germany: The delivery price for the entire area of Austria and Germany is €6,40. For orders over €50, delivery is free of charge.

The delivery time is 3-7 business days. In the case of holidays (New Year, Christmas, Easter, May 1st, etc.), the packages will be picked up on the first business day of the courier service after the holiday. Upon order confirmation, we will send each customer detailed information by email on when to expect the delivery of their products, including the tracking number and invoice. The courier service we collaborate with in Austria is the Austrian Post (Österreichische Post AG) and DPD Austria.

Conversion Statement

All payments are made in EUR.

Protection of Confidential Transaction Data

When entering payment card data, confidential information is transmitted over a public network in protected (encrypted) form using the SSL protocol and PKI system, currently the most advanced cryptographic technology. Data security during purchases is ensured by Erste Bank’s payment card processor. Payment card information is never available to our system.

Prices

All prices listed on the website include VAT. If the customer orders the goods and the price of this product changes in the meantime, Colloid GmbH accepts the price that was valid at the time of order placement.

Thank you for your understanding and patience while waiting for your Colloid products.

Dispute Resolution Conditions

In the event of discrepancies or disputes arising from an order, delivery, payment, or the use of our services, we will endeavor to resolve the dispute amicably. Customers can contact our customer service via email at [Your Email Address] or by phone at [Your Phone Number] to find a suitable solution together.

If the dispute cannot be settled amicably, consumers in Austria have the right to submit a complaint via the European Union’s Online Dispute Resolution platform (ODR), available at the following link: https://ec.europa.eu/consumers/odr.

For disputes that cannot be resolved by amicable agreement or through the ODR platform, the competent court at the location of the seller is responsible, unless applicable consumer protection laws provide for a different jurisdiction.

Austrian law applies, excluding the UN Sales Convention (CISG).

Refund Policies

  1. Refund
    If the customer complains about a good or service due to damage or deviations from the product description, the merchant is obliged to provide a full or partial refund. Refunds are processed via the method processCredit(), and multiple refunds can be made for a single payment. However, the total of the refunded amounts must not exceed the originally paid amount.
    *Note: According to agreements with the acceptance points, transactions will be automatically completed after the deadline specified in Table2. After this period, refund scenarios through the system are no longer possible, but the merchant can use other refund methods like bank transfer.
  2. Refund Process
    Once a refund request has been approved, the refund will be processed using the same payment method used for the purchase (cash, credit card, or bank transfer). The refund will be processed within7 working days after the request has been approved.
  3. Return Costs
    The customer bears the costs of returning the product unless the error lies with the merchant due to damaged goods or incorrect delivery. In the case of a product exchange, the customer bears the shipping costs for the exchange.
  4. Additional Notes
    The cancellation of recurring payments must be simple and accessible to customers online or by contacting support.The customer can cancel future recurring payments, and the issuing bank can cancel such transactions at the customer’s request.

Complaints

Email for Complaints: [email protected]

Due to the nature of our work organization, we use email as our primary means of communication. If we notice a missed call, we will return it as soon as possible. When it comes to customer service standards, Colloid GmbH sets high standards – your suggestions are always welcome, and we also address any complaints.

Before using the product, please inspect it in detail. If the product is damaged due to improper manufacturing (e.g., poor packaging, bottle), we will accept your complaint. However, if the product is damaged in other ways due to user negligence, we cannot accept the complaint.

To promote a product, it is not necessary to create an account, as Colloid GmbH keeps records of its customers from the beginning to provide the highest service standards. If you are not satisfied with the product and it is not defective or damaged, please contact us via email for support.

If you wish to return the product, you can exchange it for an additional payment or receive a refund for other products of lower or higher value, depending on which option you choose.

If you return the product without exchanging it for another, you will receive your money back in the same manner you made the payment (in cash or back to the account from which you paid via bank transfer or credit card). The product you wish to exchange or return MUST NOT BE DAMAGED OR USED (including washing) and MUST BE IN ITS ORIGINAL PACKAGING.

For exchanges, the customer bears the shipping costs (delivery both ways: for the returned product and the new one being exchanged) or for returning the product.

Please be ensured that we accept all legitimate complaints and will replace the product or refund the invested money according to your requirements.

We accept complaints within 7 days of receiving the shipment.

Return of Products

In the case of the return of goods and the refund of money to a customer who has previously paid partially or fully with one of the payment cards, and regardless of the reason for the return, Colloid GmbH is obliged to process the refund exclusively through the payment methods VISA, EC/MC, and Maestro. This means that the bank will refund the amount back to the account of the cardholder at the request of the seller.

Privacy Policy

This Privacy Policy was last updated on 27/08/2024 applies to citizens and permanent residents of the European Economic Area and Switzerland..

In this privacy policy, we explain what we do with the data we obtain about you via https://colloid.at. We recommend you carefully read this policy. In our processing we comply with the requirements of privacy legislation. That means, among other things, that:

If you have any questions, or want to know exactly what data we keep of you, please contact us.

1.      Purpose and Categories of Data

We may collect or receive personal information for a number of purposes connected with our business operations which may include the following: (click to expand)

1.1. Contact – Through phone, mail, email and/or webforms

For this purpose we use the following data:

Retention period

We retain this data until the service is terminated.

1.2 Payments

For this purpose we use the following data:

Retention period

We retain this data until the service is terminated.

2.      Cookies

Our website uses cookies. For more information about cookies, please refer to our Cookie Policy. 

3.      Disclosure Practices

We disclose personal information if we are required by law or by a court order, in response to a law enforcement agency, to the extent permitted under other provisions of law, to provide information, or for an investigation on a matter related to public safety.

If our website or organisation is taken over, sold, or involved in a merger or acquisition, your details may be disclosed to our advisers and any prospective purchasers and will be passed on to the new owners.

We have concluded a Data Processing Agreement with Google.

4.    Security

We are committed to the security of personal data. We take appropriate security measures to limit abuse of and unauthorized access to personal data. This ensures that only the necessary persons have access to your data, that access to the data is protected, and that our security measures are regularly reviewed.

The security measures we use consist of:

5.    Third-party Websites

This privacy policy does not apply to third-party websites connected by links on our website. We cannot guarantee that these third parties handle your personal data in a reliable or secure manner. We recommend you read the privacy statements of these websites prior to making use of them.

6.    Amendments to this Privacy Policy

We reserve the right to make amendments to this privacy policy. It is recommended that you consult this privacy policy regularly in order to be aware of any changes. In addition, we will actively inform you wherever possible.

7.    Accessing and Modifying your Data

If you have any questions or want to know which personal data we have about you, please contact us. You can contact us by using the information below. You have the following rights:

Please make sure to always clearly state who you are, so that we can be certain that we do not modify or delete any data of the wrong person.

8.    Submitting a Complaint

If you are not satisfied with the way in which we handle (a complaint about) the processing of your personal data, you have the right to submit a complaint to the Data Protection Authority.

9.    Contact Details

Colloid GmbH
Stadiongasse 4/v, A-1010 Wien
Austria
Website: https://colloid.at/en/home/
Email: [email protected] 
Phone number: +43 1391 22 30

Disclaimer

Colloid GmbH is committed to keeping this website up-to-date and accurate. Should you nevertheless encounter anything that is incorrect or outdated, we would appreciate it if you could let us know. Please indicate where on the website you read the information. We will then look at this as soon as possible. Please send your findings by email to: [email protected].

We are not liable for loss as a result of inaccuracies or incompleteness, nor for loss resulting from problems caused by or inherent to the dissemination of information through the internet, such as disruptions or interruptions. When using web forms, we strive to limit the number of required fields to a minimum. For any loss suffered as a result of the use of data, advice or ideas provided by or on behalf of Colloid GmbH via this website, Colloid GmbH accepts no liability.

The use of the website and all its components (including forums) is subject to the Terms & Conditions. The mere use of this website implies the knowledge and the acceptance of these terms of use.

All intellectual property rights to content on this website are vested in Colloid GmbH.

Copying, disseminating and any other use of these materials is not permitted without the written permission of Colloid GmbH, except and only insofar as otherwise stipulated in regulations of mandatory law (such as the right to quote), unless specific content dictates otherwise.

If you have any questions or problems with the accessibility of the website, please do not hesitate to contact us.