Terms and conditions

These terms and conditions (“Terms”) set out your rights and obligations and those of S.C MELA & MARI FOREVER SRL (“we”) in relation to this website- https://krause-doggy.ro/krause/krause/ (“Website”), and any products, services and materials of any kind available through the Website, the app or us (“Services”).

We are a company registered in Romania under registration number 43288455 and the name S.C MELA & MARI FOREVER SRL; our registered office address is: 12 Straja Street, Sector 4, Bucharest County.

By registering on https://krause-doggy.ro/krause/krause/, you acknowledge that you are entering into a contract with us under these Terms. Anyone who registers on https://krause-doggy.ro/krause/krause/ creates an “Account” and becomes a “User”. Visitors to https://krause-doggy.ro/krause/krause/ who do not register on https://krause-doggy.ro/krause/krause/, but still use the Website or download the app, confirm their acceptance of these Terms each time they access the Website.

If you do not agree to these Terms, you must not use this Website or the app.

Please be aware that these Terms may change.

You can access most areas of https://krause-doggy.ro/krause/krause/ without registering your details with us. Other areas, as well as the ability to place orders with us, are only available if you register.

2. ORDERING FROM US

2.1. Product description

We always strive to ensure that every product on https://krause-doggy.ro/krause/krause/ is displayed accurately and that prices are correct. However, there may occasionally be slight variations in colour, typography and appearance.

2.2. Placing your order

The User places an order on the Website or in the app by pressing the order confirmation button (“Checkout”) at the end of the checkout process: if the product includes content selected by the User, it is a “personalised product”; if it is a standard product that does not include any content selected by the User, it is a “non-personalised product”.

By confirming your order, you agree to purchase the product you have selected.

At this point, we take payment for your order using your chosen payment method. We will send you a “Thank you for your order” email with your order details and other information we are required to provide.

Occasionally, we may reject an order for the following reasons:·

-if, unfortunately, your product is out of stock;·
-if we are unable to obtain authorisation for your payment;·
-if there has been a relevant error in pricing or the product description;·
-if your order breaches any of the requirements of these Terms;·
-use of images for a personalised product that are corrupted, technically unsupported or excessively pixelated.;·
-if a personalised product you wish to order contains anything that breaches or appears to breach our content rules (see section 2.4 below for our Content Rules).
If your order is declined, we will contact you to confirm this and refund the payment made for that order. There are limited circumstances in which you can cancel an order after it has been placed. Please note that we may block or prevent an individual account, user, email address or other identifier from making purchases or otherwise interacting with us if we reasonably suspect an association with fraud or other breaches of the law.



2.3. Product personalisation

MELA & MARI FOREVER SRL aims to provide you with a fast, high-quality service. Please carefully check your order on screen and your confirmation email to ensure that all details are correct.

It is your responsibility to ensure that the information submitted to create a personalised product is correct. If you upload a photo, the image must be in JPEG or PNG format.

Other formats, such as Word documents and PDFs, cannot be accepted. For the best results, we recommend that the shortest side of your photo be approximately 1,000 pixels. We print images at 300DPI (Dots per Inch), so if you scan your image, we recommend using this setting.

If you try to upload a photo with a lower resolution or smaller image size, we will accept it.

However, an on-screen warning will generally appear to let you know that the image may not look very good on the selected personalised product. By uploading, displaying or including any content or material in a personalised product, you grant us a non-exclusive, royalty-free, irrevocable licence to use, reproduce, adapt, distribute and communicate that content or material solely for the purpose of fulfilling our obligations and exercising our rights under these Terms.

Please note that we may modify content or materials to comply with https://krause-doggy.ro/krause/krause/ or the requirements of the product you have ordered (for example, by cropping images).

2.4. Content Rules;

We do not allow personalised products to include any content or material that:·

-infringes anyone's copyright: in particular, you must ensure that you either own the copyright to any image or other content you wish to include in a personalised product, or have a full licence from the copyright holder to include that image or other content in the personalised product;
-infringes any other rights, such as trademark rights, of any person or entity, or breaches a duty owed to any person or entity, such as a duty of confidentiality;·
-breaches any applicable law (including, without limitation, any criminal law) or –regulation;·
-is false, inaccurate, misleading, offensive, abusive, threatening or defamatory, or is likely to cause annoyance, inconvenience or unnecessary distress to any person;·
-misrepresents anyone's identity or impersonates any person;·
-includes any material containing personally identifiable information about another person, such as their address, telephone number or email address, without that person's written consent;·
-contains pornographic, obscene, indecent or offensive material that promotes discrimination based on race, sex, religion, nationality, disability, sexual orientation or age, or that may incite hatred or violence against any person or group;·
-may harass, annoy, disturb or alarm any person.
The above are our Content Rules.

2.5. Ordering multiple products

When you order several products as part of the same order, S.C MELA & MARI FOREVER SRL will inform you on screen whether they will (or can) be dispatched on the same day or as part of the same delivery.

2.6. Payment

You can pay for your products in cash, cash on delivery, or by credit card, debit card or any other payment method we make available when you place your order.

Some products can also be paid for using the “Advance payment” option. See section 10 for our prepayment terms and conditions.

2.7. Product dispatch

All orders received before 16:00, Monday to Friday, will automatically be dispatched the following day, unless the customer chooses a different dispatch date, special delivery or Saturday special delivery.

All weekend orders will be dispatched on the next working day (unless the customer chooses otherwise). Estimated delivery times and charges will vary depending on the products you order.

2.8. Postage and packaging charges

For most items, prices are displayed excluding postage and packaging charges; these will be shown separately at checkout before you place your order. In some cases, the displayed prices may include postage and packaging. Where this applies, it will be clearly stated.

3. RETURNS AND REFUNDS

At MELA & MARI FOREVER SRL, we always strive to deliver your products in perfect condition. However, issues may occasionally arise. In the unlikely event that a product is faulty, damaged on delivery or incorrect, please contact us as soon as possible to let us know. We will then advise you whether you are eligible for a refund or replacement. Different return rules apply to personalised products.

3.1. Reporting a problem

If you are unhappy with your order for any reason, please contact our customer service team. Call +40731097282 or use our contact form.

You will need to provide your order number, your registered email address and details of the issue with your order.

We aim to investigate any complaint within 14 working days (this usually takes 1-2 days) and will do our best to resolve it within 28 days.

We may ask you to take a photo of the product to help us communicate with our suppliers and address any future issues. If necessary, we will then advise you on how to return your item. Please note: you must inform us of any issues with your order within three days of delivery to give us the best chance of resolving them.

We will also consider issues raised after three days, but reserve the right to refuse a refund or replacement.

3.2. Product returns and refunds

If an item is faulty, we will ask you to return it within three days of receipt. You can contact our Customer Service team for a return address.

Your right to return items to us under these Terms takes precedence over any other statutory rights you have. If you are eligible for a refund, we will refund the price you paid for the product(s) to the credit or debit card you used to pay.

Alternatively, we may offer to remake the product and resend the item free of charge. Please note that our policy is not to offer either a refund or a replacement. A replacement cannot be provided if the fault results from your own actions, such as improper use of the product, or if the personalisation contains spelling errors or you have uploaded a low-resolution or small image.

See section 2.3, “Product personalisation”, for more information. In these cases, shipping costs are the customer's responsibility.

4. PRIVACY POLICY

MELA & MARI FOREVER SRL is committed to protecting your privacy. Our secure servers are tested daily to ensure that your data is transmitted privately and without alteration

We promise to use the information we collect about you in accordance with Law No. 677/2001 on data protection.
We will retain and process your personal data for as long as necessary for the purposes set out in these Terms and to address any claims or issues that may arise in connection with your use of our Services.

After this, we may continue to retain data relating to you and your use of our services for research and statistical analysis, in accordance with applicable law. However, during this period, you may request that we delete the personal data we hold about you by contacting Customer Service and providing any information and verification requested.

4.1. Security of your account and password

You must not share the username and password you use to register at https://krause-doggy.ro/krause/krause/ with anyone else. We understand that you may use the same password for other online accounts and that it is highly sensitive. Rest assured that your password will remain encrypted and we cannot access it.

If you forget your password, you can reset it. When you request a password reset, an email containing a password reset link will be sent to the email address registered to your account. You will then be able to access your account and create a new password. You are solely responsible for keeping your password and any other identifying information confidential.

5. USE OF THE WEBSITE

5.1. Misuse of the service

You agree not to use https://krause-doggy.ro/krause/krause/ directly or indirectly for any unlawful purpose or to cause distress or offence to anyone. You also agree not to upload, email us or print images or other materials that may breach our Content Rules (set out in section 3.4 above).

5.2. Intellectual property

All text, software, music, sound, photographs, graphics, videos, layouts, designs and other materials appearing on the website or app are protected by copyright, trademarks, service marks, patents or other proprietary rights belonging to https://krause-doggy.ro/krause/krause/. Krause & Doggy is our trademark, and you agree not to display or use it in any way without our prior written consent. No one may copy, distribute, publicly display or create any derivative work from https://krause-doggy.ro/krause/krause/ or any material found on Moonpig unless we have duly granted them a written licence to do so.

5.3. Website content and access to services

We will always try to ensure that https://krause-doggy.ro/krause/krause/ is available 24 hours a day. However, we will not be liable if, for any reason, the website is unavailable at any time or for any period.