Terms and Conditions

Terms and Conditions – AMARYNE BIOLABS S.R.L.

Please read carefully the following provisions, together with those set out in the Return Policy, the Privacy Policy and the Cookies Policy, as they apply each time you browse our Website, place an order, or otherwise interact with us in any way.

Chapter I – General Provisions

1. Meaning of certain terms

1.1. The terms used below, unless otherwise required by the context, shall have the following meaning:

We/Company/Operator means: AMARYNE BIOLABS S.R.L., a limited liability company incorporated and operating in accordance with the laws of Romania, registered with the Trade Register under no. J2023022731400, having its registered office in Bucharest, Sector 1, Str. Berzei no. 20, attic, Romania, tax identification number 49199764, bank account (RO90RNCB0072178109740001) opened with BANCA COMERCIALA ROMANA S.A., with the following contact details: email: hello@21collagen.com

You/Customer/User means: the natural or legal person who accesses and uses the Website or purchases the Goods presented by the Company;

Website means: https://21collagen.com/ together with all its subpages.

Products/Goods means: collagen supplements, collagen-enhanced face cream, collagen-enhanced face mask, together with the other products presented on the Website by the Company, which you may purchase through the Website by placing an order in this regard.

Your/Customer’s/User’s Account means: the account created through the Website, which allows you to manage the orders placed, under the conditions detailed below;

21Collagen Subscription/Subscription means: the agreement concluded between the User and the Company through the Website, whereby the User undertakes to receive and automatically order, at regular intervals (usually monthly, every two, three or six months), a certain Product or set of Products available on the Website, in exchange for the automatic and periodic payment of an established amount. More details regarding the 21Collagen Subscription can be found here: https://21collagen.com/en-at/pages/about-subscriptions

Terms and Conditions means: all provisions presented on this page that apply to the relationship between the Company and You when you access or use the Website or purchase the Products from the Website;

Distance contract means: the contract concluded between You and the Company through the Website, following the placement of an order and its confirmation, having as its object the purchase of the Products presented on the Website;

Consumer means: any natural person or group of natural persons constituted in associations, who acts for purposes outside his/her commercial, industrial or production activity, artisanal or liberal;

Economic Operators means: any natural or legal person who does not fall into the category of Consumer, such as, by way of example, persons acting within their commercial, industrial or production activity, artisanal or liberal (sole proprietors, companies, liberal professions and the like);

GDPR Policies means: the Privacy Policy accessible at https://21collagen.com/pages/politica-de-confidentialitate and the Cookies Policy accessible at (...);

Return Policy means: the policy describing the conditions under which you have the right to withdraw from the Distance contract, respectively the right to return the Products and to have the amounts paid for the purchase of the Products refunded. The Return Policy can be accessed at https://21collagen.com/en-at/pages/return-policy;

Competent consumer protection authority means: the public authority responsible for consumer protection in the EU/EEA Member State where the Consumer has their habitual residence.

Supervisory authority (GDPR) means: the National Supervisory Authority for Personal Data Processing (Romania), as the lead competent authority, and/or any other competent supervisory authority in the EU/EEA Member State where the User has their habitual residence or where the alleged infringement occurs.

Certification means: certification INSP-CRSPI AD 4758/2023.

Applicability of the Terms and Conditions. Binding force.

1.2. These Terms and Conditions, together with the Return Policy and the GDPR Policies apply to all relationships carried out between You and the Company, especially when you browse and use the Website or when you place an order regarding Our Products.

1.3. Thus, insofar as you browse and use the Website or insofar as you place an order regarding the Goods offered through the Website, you understand and accept that the relationship between you and the Company will be subject to these Terms and Conditions, the Return Policy and the GDPR Policies, as well as the other provisions presented on the Website, all of which have binding legal force. In legal terms, by using the Website or by placing and confirming an order, a contract is concluded between You and the Company, the contractual provisions of which are given by the content of these Terms and Conditions, the Return Policy, the GDPR Policies, the provisions provided on the Website and the legal provisions applicable in addition.

1.4. If you do not agree with these Terms and Conditions, the Return Policy, the GDPR Policies or the other provisions presented on the Website, please stop using the Website and do not place an order for the Products presented on it.

1.5. Also, by using the Website or placing an order, you declare that you meet the legal conditions to give a valid consent and that there is no other legal impediment preventing you from concluding this contract. The Company assumes no liability if the information provided by You is not correct.

1.6. For the purposes of the provisions mentioned above, if you are a Romanian citizen, the age at which you may, in principle, validly give consent is 18 years. If you are not a Romanian citizen, you must verify under your national legislation the conditions under which you may give valid consent before using the Website or placing an order.

Chapter II – User Account

3. User Account

3.1. You may create an Account through the Website by providing your email address and following the other instructions presented for this purpose. Through this Account you may purchase the Products presented on the Website, and manage orders and the 21Collagen Subscription.

3.2. Also, if you wish to purchase Products without registering an Account, it is sufficient to select the desired Product or set of Products and follow the instructions on the Website to place the order, providing for this purpose: your first and last name, email address, telephone number and delivery address.

3.3. After creating the Account or selecting Products without registering an Account, you will be able to purchase the Products presented on the Website by providing your contact details, billing details and delivery address, according to the instructions on the order page.

3.4. Through the User Account you may change the contact details or the provided address, consult accumulated loyalty points and manage submitted reviews. To delete the Account you may contact us at the email address: hello@21collagen.com

3.5. If you have agreed to receive commercial communications from us (offers, promotions and the like), you may opt not to receive such communications anymore by contacting us directly through one of the available contact methods. You may also unsubscribe by accessing the link found in the commercial communications received at the communicated email address.

3.6. If you wish to leave a review, you will need to submit this review either through Google or the Facebook and Trustpilot platforms, as indicated in the reviews section of the Website content, so that the Company can carry out internal checks to ensure that reviews were left by persons who ordered the Products. Through the internal checks performed (verifying that the person who left the review is also the person who placed the order), the Company ensures that reviews originate from persons who purchased the Products available on the Website.

Chapter III – Products

4. Products presented on the Website

4.1. The Products presented on the Website are marketed by the Company. The main characteristics of the Products, their ingredients together with the related price, any promotional discounts, available quantity (stock), costs and estimated delivery time, as well as any other costs are mentioned in their presentation pages. If you need additional information regarding the Products marketed by the Company, you may request it at hello@21collagen.com

4.2. You should also note that the displayed images are for presentation purposes, so in some cases there may be differences in color, accessories, appearance and the like between the images displayed on the Website and the delivered Products.

4.3. In the event of errors (including data entry, technical or other errors) regarding the information displayed in connection with the Products on the Website, such as those referring to characteristics, price, applicable discounts, available quantity (stock), costs or estimated delivery time and the like, the Company reserves the right not to fulfill the placed orders, including where an initial automatic confirmation regarding the placement of the order was sent.

4.4. In the above-mentioned case, the Company will inform you as soon as possible about the impossibility of fulfilling the placed order, within a maximum of 15 days from placing it. In this regard, if you have paid the value of the Products, the Company will request, through the said notification, that you indicate a bank account to which the paid amount will be refunded or indicate another method through which such refund should be made.

Chapter IV – Payment Methods. Invoicing. Conclusion of the Distance Contract. Delivery. Warranties

5. Payment

5.1. The price of the Products is displayed in full on the presentation page or on the order page, after adding the products to the shopping cart. The displayed prices include the related taxes and, where applicable, the related VAT rate. Delivery costs for the Products are specified when placing an order, on the order page.

5.2. Products can be paid by electronic payment means, namely by online payment made with a bank card.

5.3. You can find additional information regarding the payment method on the order page, after completing the steps required to place an order.

5.4. The invoice related to the purchase will be provided to you together with the ordered Products at the address indicated by You, after placing and confirming the orders, or it will be sent to the indicated email address. You are required to provide us with correct information necessary for issuing the fiscal invoice. If there was a problem with sending the invoice and you did not receive it, please contact us through one of the contact methods so that we can remedy the situation and send the invoice.

6. Orders

6.1. To purchase the Products, you must place an order by adding the desired Products to the shopping cart, completing the order form and following the instructions in the Website section dedicated to this subject.

By finalizing the order, the User declares and warrants that all data provided for the purchase process is accurate and complete at the time of placing the order.

If a User changes their personal data through the forms available on the Website or through the User Account, all orders already placed and in progress at that time will remain governed and based on the data provided and accepted by the User prior to making the change.

6.2. After selecting the desired Products and finalizing the order, you will receive an electronic confirmation regarding the placement of the order at the email address indicated by You. The order placement confirmation does not equate to acceptance of the order by the Company. Thus, after placing the order and receiving such message, the Company will send you a separate email or message regarding the confirmation of the order, together with any information regarding the order status. The message regarding order confirmation represents the Company’s acceptance of the placed order. If, when you placed the order, there were display errors regarding the presented price or its availability (stock), the Company reserves the right not to accept the order, informing you accordingly, as per the clause below.

Therefore, the email sent regarding the order confirmation (acceptance thereof) represents the moment of concluding the Distance contract. However, the Company reserves the right to carry out subsequent checks regarding the existence of the ordered Products in stock and regarding the absence of errors related to the information displayed on the Website in connection with the ordered Products. In legal terms, sending the email regarding the order confirmation represents the acceptance of the order by the Company, determining the conclusion of the Distance contract regarding the ordered Products, under a resolutory condition consisting of the Company’s verification of the absence of errors regarding the information displayed on the Website when the order was placed and subject to checks regarding the existence in stock of the ordered Products. If it is subsequently found that there are errors or that the Products are not in stock, the resolutory condition is fulfilled and the sale contract (Distance contract) is terminated by operation of law, without any formality being necessary, with the parties being restored to their previous situation.

6.3. If, after placing the Order, it is found that the ordered Products are no longer in stock or there was an error regarding the display of information on the Website, the Company will not be able to fulfill your order, sending you a notification in this regard to the email address where you received the order placement confirmation mentioned above.

6.4. After concluding the Distance contract, under the conditions described above, the Company has the right to terminate the contract, without being liable to pay damages, if: a) it is found that the data entered by You when placing an order is incorrect/incomplete and thus delivery of the Products cannot be carried out; b) the card payment made by You was not accepted, being refused by the issuing bank or by the payment processor collaborating with the Company; c) your activity on the Website causes damage to the Company; or d) there are one or more confirmed and uncollected orders. In these cases, the Company will inform you, and any obligations assumed under the Distance contract will be terminated.

6.5. If you notice that the data entered in the order section is incorrect, you may rectify it by deleting and entering the correct information, as long as you have not placed the order. After placing the order, any errors regarding the delivery address, the desired quantity and the like may be remedied if you contact us at the indicated phone number or by email at: hello@21collagen.com. Also, after placing the order, you may request cancellation of the order, as long as the order has not been processed. In this latter case, please contact us as soon as possible.

6.6. After placing and confirming the order, you will not receive a copy of these Terms and Conditions, an integral part of the sale contract concluded with You. Therefore, we recommend that you download a copy of the Terms and Conditions applicable to the Distance contract, available on the Website, as of the moment of placing the order. You should note that you may use this copy of the Terms and Conditions exclusively for proving the Distance contract concluded between You and the Company.

6.7. The Distance contract is concluded in Romanian, for a fixed period, namely for the period necessary to perform the obligations of delivering the Products, collecting the price and, if applicable, granting the legal warranties.

6.8. 21COLLAGEN SUBSCRIPTION

The 21Collagen Subscription allows the Customer to benefit from automatic delivery of the selected products at predetermined recurring intervals, based on an initial order placed through the Website.

By selecting the subscription option, the Customer accepts the specific conditions for using the subscription service presented below, as well as the Terms and Conditions of AMARYNE BIOLABS S.R.L.

Activation of the 21Collagen Subscription
The Customer may activate the subscription for any eligible product by selecting the “Subscribe”/“Subscription” option and choosing the delivery frequency: once every 1, 2, 3 or 6 months.
The first order will be processed immediately, according to the general sales policy and these Terms and Conditions. Subsequently, recurring orders will be placed automatically at the frequency selected by the Customer. The Customer will be notified by email prior to each automatic delivery.

Price and applicable discount
Products purchased through the Subscription benefit from an additional 10% discount applied automatically, valid exclusively for recurring orders generated through the 21Collagen Subscription.

The discount is applied to the price displayed on the Website, valid at the time each recurring order is processed. Promotions, discount codes and special offers available on the Website do not combine with the discount offered under the Subscription, except where expressly stated otherwise.

Payment and order processing
Payment for recurring orders is made automatically, using the bank card provided and saved by the Customer at the time of activating the Subscription. If payment cannot be processed, the Customer will be notified to update the payment method. If payment is not updated within 5 business days, the Company reserves the right to cancel the Subscription.

User rights
The Customer may, at any time, without justification and without additional costs:

  • change the delivery frequency;

  • pause the Subscription;

  • skip a scheduled delivery;

  • permanently cancel the Subscription.

Any modification of the Subscription must be made by the Customer through the User Account – “Manage Subscriptions” section, at least 2 business days before the scheduled date for processing the next order.

Return of Products purchased through the Subscription
Products delivered under a Subscription benefit from the same return conditions as any other product purchased through the Website, in accordance with the Return Policy. The Customer has the right to return Products delivered under the Subscription, under the terms and conditions provided.

Modification of the provisions applicable to the Subscription
The Company reserves the right to modify at any time this article regarding the 21Collagen Subscription. Any modification will be published on the Website and notified to the Customer by email at least 7 calendar days before it enters into force.

Continued use of the Subscription service by the Customer after the entry into force of the modifications will be considered acceptance of the new conditions applicable to it.

Suspension or cancellation of the Subscription by the Company
The Company reserves the right to suspend or cancel a Subscription if:

  • abusive use of the Subscription service is found;

  • payment cannot be processed repeatedly;

  • there are reasonable suspicions of fraud or use contrary to the purpose of the service.
    In all cases of suspension or cancellation initiated by the Company, you will be notified in advance.

Contact form
By using the contact form available on the Website, the Customer allows the Company to contact them by any available contact method, including electronic means. Partial or full completion of the contact form and its submission does not in any way represent a commitment by the Company to contact you.

7. Delivery

7.1. Delivery of the Products is carried out through partner courier companies.

7.2. The cost together with the estimated delivery time are displayed during the ordering process. The Company assumes no liability for delays in delivery caused by partner courier companies or caused by exceptional situations beyond the Company’s control. You benefit from free delivery under the conditions presented on the Website. If, for objective reasons, the Company cannot meet the delivery deadline, the Customer will be informed accordingly and offered the possibility either to maintain the order with a new delivery deadline, or to cancel the order, in which case the Customer will receive a full refund of the amounts paid.

For the purposes of these Terms and Conditions, “delivery” is deemed to have taken place, or the order is deemed to have been “delivered”, when the Customer or a third party designated by the Customer takes physical possession of the Products, as evidenced by the signature confirming receipt of the order at the agreed delivery address.

After opening the parcel, if it contains damaged Products, or if they do not correspond to the invoiced products, it is recommended to contact the Company within 24 hours of receiving the parcel, at hello@21collagen.com. Please also send us an attached photo of the ordered Products or the respective parcel.

The Company is not responsible for product defects occurring as a result of handling or transport by the courier.

If delivery and/or order initialization deadlines cannot be met, the Company will inform the Customer about these aspects and about the estimated completion deadline of delivery, without any party being able to claim damages from the other, regardless of the situation that caused the delay.

More information regarding delivery of the Products can be obtained from the page available on the Website dedicated to this subject, namely: https://21collagen.com/pages/livrarea-produselor. For any further clarifications, please contact us at hello@21collagen.com

Transfer of risk and right of ownership

All risks relating to the Products (including loss and damage) shall pass to the Customer from the time of delivery, when the Customer or a third party designated by the Customer, other than the courier, takes physical possession of the products. Ownership of the Products shall transfer to the Customer only after full payment of all amounts due for the products, including delivery costs, or at the time of delivery, as defined above.

8. Legal guarantees regarding conformity of Products granted to Consumers

8.1. According to Emergency Ordinance no. 140 of 28 December 2021 regarding certain aspects related to contracts for the sale of goods (“GEO no. 140/2021”), insofar as you are Consumers you benefit from certain legal guarantees regarding the Products marketed by the Company, under the conditions provided by the legal provisions. Please consult the applicable legal provisions or contact us through one of the contact methods for more details.

8.2. The Company undertakes to deliver the Products in accordance with the Distance contract. Thus, the Company undertakes to deliver the Products in accordance with the descriptions, characteristics and intended purpose thereof in the presentation pages. If you consider that the purchased Products do not correspond to the presented information, please contact us as soon as possible at the indicated contact details to clarify the situation.

8.3. You may examine the descriptions, characteristics, intended purpose and any other information regarding the Products marketed by the Company within the Products’ presentation pages.

8.4. If you find, as mentioned in the previous article, a lack of conformity regarding the delivered Products, you have the right to request remedy of such non-conformities without bearing any additional cost, or you have the right to benefit from an appropriate price reduction or from termination (rescission) of the Distance contract concluded for the non-conforming Products.

8.5. Remedy of the non-conformities of the Products is carried out under the conditions provided by art. 12 of GEO no. 140/2021.

8.6. The conditions under which the Consumer may obtain an appropriate price reduction or termination (rescission) of the Distance contract are provided by art. 13 and art. 14 of GEO no. 140/2021.

8.7. In case of finding a lack of conformity, the Customer must present the non-conforming product in the original packaging, together with all related accessories, as well as proof of purchase.

8.8. Please consult the legal provisions or contact us if you wish to find out more details regarding these guarantees or if you wish to exercise these rights.

Chapter V – Intellectual Property

9. The entire content available on the Website is protected by intellectual property rights. Any copying, recording, downloading, transmission, reproduction and distribution of the Website content carried out under conditions other than those permitted by law and the Company is prohibited. Any unauthorized use or infringement of copyrights or other intellectual property or industrial rights may entail civil and/or criminal liability for the person concerned.

Chapter VI – Right of withdrawal from the contract (right to return Products) granted to Consumers

10. If you have the status of Consumer, you benefit from the right of withdrawal from the contract, respectively the right to return the Products within a period of 30 days from the moment of receiving them. The legal provisions contained in art. 9 para. 1 of GEO no. 34/2014 provide the following: “Except for the cases provided in art. 16, the consumer benefits from a period of 14 days to withdraw from a distance contract or from an off-premises contract, without having to justify the withdrawal decision and without bearing costs other than those provided in art. 13 para. (3) and art. 14”.

11. You should note that You will bear the transport cost related to returning the Product.

12. To return the Products, you must send us an email to hello@21collagen.com with the subject “Return Request”, informing us about your request to withdraw from the contract, within a maximum of 30 days from receiving the products. Please specify your full and correct name, the email address used to register the account, the order number, invoice number, issuance date, and attach a photo showing the condition of the Products.

Subsequently, please prepare the products you intend to return in order to hand them over to the courier. The Company will contact the courier company to pick up the products.
The parcel will contain the product you wish to return, properly packed in protective wrap to prevent damage during transport, in a box sealed with adhesive tape. Please also return the product together with the documents that accompanied it.

Please note that transport fees must be paid by the sender; any parcel sent with transport payment due from the recipient will be refused.

You may also exercise the right of withdrawal through the return form available on the Website. You must complete the form and communicate it to us before the expiration of the 30-day period, by email, at the contact address, namely: hello@21collagen.com

13. However, in the cases provided by art. 16 of GEO no. 34/2014, you do not benefit from the right of withdrawal/right of return of the purchased Products. Thus, if the purchased Products fall into one of the categories provided by art. 16, you cannot return them. In this regard, this refers in particular to: a) Products that are likely to deteriorate or expire rapidly; b) Sealed Products that cannot be returned for health protection reasons or for hygiene reasons, if they have been unsealed.

14. Thus, you understand and accept that if the ordered Product has a short shelf life or is likely to deteriorate rapidly due to its nature, you will not be able to return the ordered Product, this situation being an exception from granting the right of return, according to legal provisions.

Also, if you ordered a sealed Product (such as, for example: liquid collagen, creams and face masks), you understand and expressly accept that these can no longer be returned if the Product has been unsealed or opened, as the measure is required for health protection reasons or for hygiene reasons.

15. If you have paid the price of the Products (including transport costs), you declare and expressly accept that this collected price is to be refunded to you by bank transfer, to the account indicated in the return form. The sums will be refunded within a maximum of 14 days from communicating the withdrawal, subject to the return of the Products before the expiry of this period. The time period for refunding the sums may be extended if the Products reach Us towards the end of the mentioned 14-day period.

16. Before refunding the paid sums, the Company reserves the right to perform checks upon return of the Products, so that they do not show damage, unauthorized use or non-conformities. If the Product shows certain non-conformities or unauthorized use, the amount of the price paid by You to be refunded will be reduced by the sum necessary to remedy such non-conformities. If applicable, we will inform you accordingly. The legal provisions provide: “the consumer is liable only for the diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods. The diminished value of the goods must not be discouraging for the consumer in exercising the right of withdrawal”.

For example, handling accepted to establish the nature, characteristics and functioning of the Products includes:

  • visual inspection of the Products, provided the provisions below are not breached;

  • you are only entitled to check whether the Product meets the needs for which it was ordered, and not to taste, use, unseal and the like.

The following actions that lead to diminished value of the Product are not permitted:

  • using the Products in any way other than visual inspection and checking their conformity according to their intended purpose;

  • opening, breaking seals and labels;

  • tearing or damaging, scratching, soiling, staining, denting or impregnating the Products with external substances, testing or tasting the Products.

17. Any use or utilization of the Products beyond the necessary limit and which generates damage or non-conformities shall entail Your obligation to bear the diminished value of the Products caused by such damage or non-conformities.

In this case, the Company will offset the value of the non-conformities or damages against the sums that should have been refunded to you, refunding only the remaining difference.

Chapter VII – Provisions applicable to Economic Operators

18. The Company does not grant a right of return to Economic Operators.

19. The Company does not assume the obligation to inform you about your status as Economic Operators or Consumers at the time of placing the Order.

Chapter VIII – Processing of personal data

20. Processing of personal data by the Company is carried out in accordance with the Privacy Policy and the Cookies Policy available on the Website. Please access the relevant information for more details on this subject.

Chapter IX – Disclaimer

21. General provisions

21.1. The Company assumes no liability regarding the manner in which You use the Website or the Company’s Products insofar as they were accompanied by a leaflet or instructions for use and these were not complied with and/or were used contrary to the instructions presented on the Website. The Company does not guarantee any result regarding the use of the Website or the Products.

21.2. The Company also assumes no liability regarding the Website’s malfunction due to various technical issues that may occur or the need to perform maintenance. You understand and accept that the Company cannot be held liable if you cannot access the Website during certain periods of time.

21.3. You are obliged to ensure that you meet all legal conditions to use the Website and purchase the Company’s Products and that by these activities you do not breach any legal provision that may apply to you or to the place where you are located. In this regard, the Company has no obligation to inform you about the regulations or laws applicable to your situation; the entire responsibility to know these aspects and act accordingly lies with you.

21.4. The Products available on the Website are intended for use by natural persons for personal use and cannot be used for resale purposes. The Company assumes no obligation and is not liable for any resale acts or successive sales of products carried out by Customers.

21.5. By using the Website, the Customer expressly undertakes:

  • To use this Website exclusively for submitting legitimate requests and placing valid orders.

  • Not to place any order fraudulently. If there are justified reasons to believe such an order has been placed, the Company reserves the right to cancel the order and inform the competent authorities accordingly.

  • To provide an email address, a postal address and/or other correct and accurate contact details. Likewise, the Customer expresses consent for the Company to use this information to contact the Customer in such a situation.

21.6. The User is solely responsible for all activities carried out through the Account and agrees to immediately notify the Company about any unauthorized use of the Account or any other breach of security. The Company is not liable for damages resulting from unauthorized use of the User Account.

21.7. Some of the Products marketed by the Company are food supplements, therefore please read carefully the information on the packaging. The images presented on the Website are used for illustrative purposes and do not represent a recommendation for consumption or an endorsement of the product by the persons depicted. You also declare that you have acknowledged that the effect is not guaranteed, therefore results may vary depending on the body. Also, the product does not replace medical consultation, diagnosis or the recommendation of a doctor or specialist. The Products presented on the Website are not intended to prevent, diagnose, treat or cure medical conditions and do not constitute a guarantee of improving health and, likewise, must not be interpreted as having medical effects.

Chapter X – Other provisions

22. Complaints resolution procedure

22.1. Any complaints you have regarding the Company’s Products or in connection with the Company may be sent to the contact details indicated, within no more than 14 days from the occurrence of the issue, preferably by email, at: hello@21collagen.com, providing a detailed description of the issue, accompanied by a medical assessment, if applicable.

22.2. After receiving the complaint, the Company will provide you with an answer as soon as possible, preferably no later than 30 days. If more time is needed to resolve the complaint, the Company will inform you accordingly.

22.3. The notification mentioned above or the response to the complaint will be communicated to the email address from which the complaint was sent.

23. If you wish and have the status of consumer, you may resort to an alternative dispute resolution procedure. More information regarding the ODR Platform can be accessed here: https://europa.eu/youreurope/business/dealing-with-customers/solving-disputes/online-dispute-resolution/index_ro.htm.

24. Subcontracting. Assignment

24.1. The Company has the right to assign and subcontract, in whole or in part, the rights and obligations provided under this contract, without the need to obtain any future consent from You. In other words, by accepting these Terms and Conditions, you agree and authorize the Company to assign or subcontract, in whole or in part, this contract without the need to obtain any future consent. The User may not transfer, assign, encumber or otherwise dispose of a Distance contract or any of their rights or obligations arising from it, without obtaining the prior written consent of the Company.

24.2. To avoid any ambiguity, any act of transfer, assignment, encumbrance or any other form of disposal of rights and/or obligations shall not affect the User’s legal rights as a Consumer and shall not have the effect of canceling, diminishing or limiting, in any way, the guarantees granted to the User.

Chapter XI – Final provisions

25. By accepting these Terms and Conditions you agree that the law applicable to the entire contract is Romanian law, both regarding substantive and formal conditions.

26. The place of conclusion of this contract is deemed to be Bucharest, Romania.

27. The Company reserves the right to modify these Terms and Conditions as it deems necessary. If, after such modifications, you do not agree with the new content, please stop using the Website or the Company’s Products.

28. If a clause of these Terms and Conditions cannot be applied, for any reason, that clause will be replaced by the relevant legal provision applicable to the situation for which the clause had been agreed and which is closest to the meaning of the inapplicable clause.

29. By accepting these Terms and Conditions you agree that any disputes arising between You and the Company shall be resolved amicably, and if this method is not sufficient, by the competent courts in Romania, from the Company’s registered office or, in the case of Consumers, by the courts provided by the legal provisions.

30. Any communications, in order to be valid, shall be made exclusively in writing, to the contact details or by electronic means, at hello@21collagen.com.

32. These Terms and Conditions were updated on 05.01.2026.