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Terms and Conditions

Last updated: 1 October 2026

1. Who we are

This online store is operated by a company registered in Spain (“Kratomvia”, “we”, “us”). Our legal name, tax identification number (NIF), registered address and commercial registry details are shown under Company information on this page.

Customer service: support@kratomvia.com.

2. Scope

These terms apply to all orders placed in this store by consumers and business customers. By placing an order you accept the version of these terms in force at that time. We recommend that you save or print a copy. Nothing in these terms limits the rights you have as a consumer under mandatory law.

3. Our products and their intended use

Our products are sold exclusively as raw materials for craft purposes, such as soap-making and other handicraft use. They are not food, food supplements, medicinal products or animal feed and are not intended for human or animal consumption. Consuming our products, or preparing them for consumption, is use contrary to their intended purpose. Store all products safely and out of the reach of children.

We only sell to customers aged 18 or over and may cancel an order if we have reason to believe that this requirement is not met.

4. How the contract is concluded

  1. Choose products and add them to the cart.
  2. At checkout, enter your contact and delivery details and choose a shipping and payment method.
  3. Before paying, review your order. You can correct any input errors at any time by going back to the previous steps or to the cart.
  4. By clicking the payment button you place a binding order.
  5. We confirm receipt of your order by email without undue delay and in any case within 24 hours. The contract is concluded when you receive this order confirmation.

The contract can be concluded in English, Spanish, German, Dutch, Czech or Hungarian. We keep a record of your order; the order confirmation contains the details of your purchase, and these terms remain available on this page. You can ask us for a copy of your order data at any time.

5. Prices and payment

All prices are in euros (EUR) and include VAT. Shipping costs are not included in the product price; they are shown at checkout before you pay. The price shown when you place your order applies.

If a product is shown at an obviously incorrect price because of a technical or typographical error, we will inform you before dispatch and you may choose to confirm the order at the correct price or cancel it and receive a full refund.

Payment is made by card through our payment provider at checkout.

6. Delivery

We ship from Spain with DHL and UPS. Orders placed before 15:00 on a business day are usually dispatched the same day; orders placed later or at the weekend are dispatched on the next business day. Estimated delivery times after dispatch: express with UPS 1–2 business days, standard with DHL 2–5 business days. Unless otherwise agreed, we deliver within 30 days of the conclusion of the contract. If we fail to deliver in time, you have the rights provided by law, including the right to terminate the contract and receive a full refund.

The risk of loss of or damage to the goods passes to you when you, or a person designated by you other than the carrier, take physical possession of them.

More information: Shipping & delivery and Country availability. You are responsible for checking that the products may be lawfully imported and used in your country of delivery. We may decline or cancel an order that we believe cannot be lawfully fulfilled to its destination; any amount already paid will then be refunded in full.

7. Right of withdrawal (14 days)

As a consumer you may withdraw from the contract within 14 calendar days without giving any reason. The withdrawal period expires 14 days after the day on which you, or a third party indicated by you other than the carrier, take physical possession of the goods. If an order consists of several items delivered separately, the period runs from receipt of the last item.

How to withdraw. Inform us of your decision by a clear statement, for example an email to support@kratomvia.com with your name, address, order number and the products concerned. It is sufficient to send your statement before the withdrawal period expires.

Returning the goods. Send the goods back without undue delay and no later than 14 days after informing us of your withdrawal. You bear the direct cost of returning the goods. You are only liable for any diminished value resulting from handling the goods beyond what is necessary to establish their nature, characteristics and functioning.

Refund. We will refund all payments received from you, including the standard delivery costs (but not any extra cost of a delivery method more expensive than the cheapest standard delivery we offer), without undue delay and no later than 14 days from the day we are informed of your withdrawal. We use the same means of payment you used for the original transaction, unless expressly agreed otherwise, and you will not incur any fees. We may withhold the refund until we have received the goods back or you have supplied proof of having sent them, whichever is earlier.

Exceptions. The right of withdrawal does not apply to sealed goods that are not suitable for return for reasons of health protection or hygiene and have been unsealed after delivery, to goods made to your specifications or clearly personalised, or to goods that are liable to deteriorate or expire rapidly.

Voluntary returns policy. In addition to the statutory right of withdrawal, our returns policy gives you 30 days from receipt to request the return of unused products in their original packaging. It does not limit your statutory rights.

8. Legal guarantee of conformity

We are responsible for any lack of conformity of the goods that exists at the time of delivery and becomes apparent within three years of delivery, in accordance with the Spanish General Law for the Defence of Consumers and Users (Royal Legislative Decree 1/2007). Unless proven otherwise, a lack of conformity that becomes apparent within two years of delivery is presumed to have existed at the time of delivery.

You may choose between repair and replacement, free of charge, unless the chosen remedy is impossible or disproportionate. Where the law allows, you may instead request a price reduction or terminate the contract. Contact support@kratomvia.com with your order number, a description of the problem and, if possible, photos. We cover the shipping costs for returning goods that are defective or were delivered incorrectly.

9. Liability

We are liable in accordance with the law. To the extent permitted by law, we are not liable for damage caused by use of the products contrary to the intended purpose described in section 3 or by failure to follow storage instructions. Nothing in these terms excludes or limits our liability for death or personal injury caused by our negligence, for fraud or wilful misconduct, or any other liability that cannot be excluded or limited under applicable law.

We are not responsible for delays or failures caused by events beyond our reasonable control (force majeure), such as natural disasters, strikes, war, decisions of public authorities or carrier disruptions. We will inform you as soon as possible; if the delay is significant, you may cancel the order and receive a full refund.

10. Customer service and complaints

For questions, complaints or claims, contact support@kratomvia.com. We reply as quickly as possible and in any case within one month. Consumers may also ask us for an official complaint form (hoja de reclamaciones).

If we cannot resolve your complaint, we will inform you in writing about the competent alternative dispute resolution body and whether we will take part in the procedure. You may also contact the consumer protection authorities in your country of residence.

11. Applicable law and jurisdiction

These terms and all contracts concluded through this store are governed by Spanish law. If you are a consumer habitually resident in another country, this choice of law does not deprive you of the protection of the mandatory provisions of the law of your country of residence.

As a consumer you may bring proceedings before the courts of your place of residence, and we may only bring proceedings against you before those courts. For business customers, the courts of the place of our registered office in Spain have jurisdiction.

12. Personal data and cookies

How we process personal data is described in our Privacy policy. Cookies are explained in our Cookie policy.

13. Changes to these terms

We may update these terms, for example following changes in the law or in our services. The version in force when you place your order applies to that order. The date of the latest update is shown at the top of this page.