General Terms & Conditions and Sourcing Service

Version 1.0 · Last updated: 20 September 2026

1. Provider identification

In compliance with the information duty under article 10 of Spanish Law 34/2002 of 11 July on Information Society Services and Electronic Commerce ("LSSI"), we inform you:

Company name: ORKOWORO SLU
Tax ID (CIF): B93922763
Registered address: Calle Albacete nº 4, Esc. 1, Planta 3, 41920 San Juan de Aznalfarache, Sevilla, Spain
Email: info@orkoworo.com
Phone: +34 632 62 59 69
Activity: e-commerce of perfumery, cosmetics and personal-care products, including a product sourcing and supply service made to order.
Registry data: registered with the Commercial Registry of Seville.

2. Purpose and scope

These General Terms govern the contractual relationship between ORKOWORO SLU ("ORKOWORO") and the consumer and user ("the Customer") in the distance sale of products through the website orkoworo.com, as well as in the sourcing service whereby the Customer requests the location and acquisition of products not included in the general catalogue or temporarily unavailable.

Contracting is governed by Royal Legislative Decree 1/2007 of 16 November, approving the consolidated text of the General Law for the Protection of Consumers and Users ("LGDCU"), as amended by Law 3/2014 of 27 March; by Directive 2011/83/EU on consumer rights; by the LSSI; and by any other sector-specific regulations applicable to the product category.

Placing an order or submitting a sourcing request implies full and unreserved acceptance of these General Terms. The Customer declares having read and understood their content before contracting.

3. Capacity and age verification

The Customer declares being of legal age (18) and having legal capacity to contract. For age-restricted products (alcoholic beverages, tobacco, vaping products with nicotine or others), ORKOWORO will require an official age-verification document or an equivalent verification method before supply, in accordance with article 97.2 LGDCU.

The processing of personal data of minors may only be based on their consent where they are over fourteen years of age, in accordance with applicable data protection regulations.

4. Ordering and sourcing process

4.1 Direct purchase

The Customer selects products, completes the cart, provides shipping and payment details, and confirms the order. Before confirmation, a summary is shown with the total price (VAT and shipping included), and the Customer must expressly confirm that the order entails a payment obligation (art. 98.2 LGDCU).

4.2 Sourcing service

Request: the Customer describes the product via the request form, indicating name, brand, quantity, indicative price range and any relevant detail.
Review: ORKOWORO assesses the legal, technical and commercial feasibility of the request.
Quote: if feasible, ORKOWORO issues a quote with the price (VAT and shipping itemised), the estimated lead time and the category-specific conditions.
Acceptance: the Customer accepts the quote within its stated validity period.
Payment: the Customer pays through the enabled secure gateway.
Acquisition and shipping: ORKOWORO acquires the product and ships it to the Customer.
Invoice: an invoice is issued under Royal Decree 1619/2012 on invoicing obligations.

Non-binding nature: submitting the sourcing request does not constitute a contract or a binding offer by either party. The contract is formed only upon payment of the accepted quote. ORKOWORO does not guarantee product availability until its supplier confirms it.

5. Prices, VAT and shipping costs

All prices are expressed in euros and include the Value Added Tax (VAT) applicable according to the product's tax rate. Shipping costs are calculated by weight, destination and carrier, and are shown itemised before order confirmation. Reduced or super-reduced rates apply where required by the nature of the product under Spanish VAT Law 37/1992.

For shipments within the European Union, the intra-community distance sales regime applies. For shipments to the Canary Islands, Ceuta and Melilla, the corresponding exemptions and special regimes apply (IPS/IGIC).

6. Payment

Payment is made by bank card, Bizum, and the other methods enabled in the payment gateway. ORKOWORO does not store full card data; processing is carried out through certified PCI-DSS payment providers.

7. Delivery and lead times

ORKOWORO will deliver the goods without undue delay and, at the latest, within the period indicated in the order or, failing that, within a maximum of 30 calendar days from conclusion of the contract (art. 109 LGDCU). Sourcing lead times may be longer and will be stated in the quote.

In the event of delay, the Customer may require delivery by setting an additional period and, if this is not met, terminate the contract with the right to a refund of the amounts paid.

8. Right of withdrawal

As a general rule, the Customer has a period of 14 calendar days from receipt of the product to withdraw from the contract without giving any reason and without incurring any cost other than those provided for in articles 107.2 and 108 LGDCU (art. 102 LGDCU).

To exercise the right of withdrawal, the Customer may use the withdrawal form available on the website, or notify it by email to info@orkoworo.com. The refund will be made within a maximum of 14 calendar days from receipt of the request, using the same payment method used in the purchase.

The Customer must return the goods without undue delay and, at the latest, within 14 calendar days from communicating the withdrawal. The direct costs of return shall be borne by the Customer, unless ORKOWORO has agreed to bear them or has informed the Customer that they need not be borne.

9. Exceptions to the right of withdrawal (art. 103 LGDCU)

Under article 103 of the consolidated LGDCU, the right of withdrawal shall not apply to contracts concerning:

a) The provision of services, once the service has been fully performed, with the Customer's prior express consent.
b) The supply of goods or services whose price depends on fluctuations in the financial market that the trader cannot control.
c) The supply of goods made to the Customer's specifications or clearly personalised.
d) The supply of goods liable to deteriorate or expire rapidly (perishable or fresh products).
e) The supply of sealed goods not suitable for return for health-protection or hygiene reasons and which have been unsealed after delivery (unsealed hygiene, cosmetic, perfumery products).
f) The supply of goods which, after delivery and given their nature, have been inseparably mixed with other goods.
g) The supply of alcoholic beverages whose price was agreed at the time of concluding the contract and which cannot be delivered within 30 days.
h) Contracts where the Customer specifically requested a visit for urgent repair or maintenance.
i) The supply of sealed audio or video recordings or sealed computer software which has been unsealed by the Customer.
j) The supply of daily press, periodicals or magazines (except subscriptions).
k) Contracts concluded at public auctions.
l) The supply of accommodation, transport, vehicle rental, food or leisure services with a specific date.
m) The supply of digital content without a tangible medium, where performance has begun with the Customer's express consent.

Important: exclusion of the right of withdrawal does not affect the legal warranty for defects or lack of conformity, which is governed by section 10 and remains fully applicable in all cases.

10. Legal warranty of conformity

All supplied products are covered by the legal warranty of conformity for three years from delivery, in accordance with article 120 LGDCU, as amended by Royal Decree-Law 7/2021. The Customer may demand repair, replacement, price reduction or termination of the contract where the goods are not in conformity with the contract.

This warranty is independent of the right of withdrawal: a product excluded from withdrawal (perishable, unsealed hygiene, personalised) remains covered by the warranty if it has an inherent defect or is not in conformity with the contract.

Lack of conformity is presumed to exist when it manifests within two years of delivery, with the trader bearing the burden of proving otherwise (art. 121 LGDCU).

11. Restricted and prohibited products

ORKOWORO does not market, nor process sourcing requests for, products whose sale to the public is prohibited, restricted, or requires an administrative authorisation it does not hold. By way of example:

Medicines requiring a prescription or pharmacy authorisation (RD 1345/2007).
Medical devices requiring prior authorisation or specific dispensing conditions (EU Regulation 2017/745).
Weapons, ammunition, explosives and defence articles.
Narcotic or psychotropic substances.
Counterfeit goods or goods infringing intellectual or industrial property rights (EU Regulation 608/2013).
Tobacco, vaping products and nicotine liquids (Law 28/2005 and regional regulations).
Alcoholic beverages (require a specific distribution licence).
Live animals and protected species (CITES Convention).
Radioactive, hazardous or toxic materials.
Pyrotechnics and explosive articles.
Infant formula and foods for special medical purposes (EU Regulation 609/2013).
Products containing CBD/THC or other specifically regulated substances.
Any other product whose commercialisation to the public is legally prohibited.

If ORKOWORO receives such a request, it will reject it with reasons and notify the applicant at no cost.

12. Conditions by product category

Without prejudice to the foregoing, certain categories of lawful products are subject to specific supply, warranty or withdrawal conditions. The quote will expressly state the conditions applicable to the category of the requested product.

12.1 Perfumery and cosmetics

Cosmetic products marketed comply with Regulation (EC) No 1223/2009 on cosmetic products and have a responsible person established in the EU. They are notified in the Cosmetic Products Notification Portal (CPNP). Unsealed products are excluded from the right of withdrawal for hygiene reasons (art. 103.e LGDCU).

Perfumes and products with flammable solvents are subject to the ADR regulations on the transport of dangerous goods (UN 1266, UN 1950). ORKOWORO guarantees packaging and transport in accordance with the regulations.

12.2 Food products

Food products comply with Regulation (EU) No 1169/2011 on the provision of food information to consumers. Labelling is provided at least in Spanish. Perishable or fresh products are excluded from the right of withdrawal (art. 103.d LGDCU) and, once delivered, are non-returnable and non-refundable for change of mind, without prejudice to the warranty for defects.

12.3 Organic products

Products marketed as organic comply with Regulation (EU) 2018/848 on organic production and labelling. ORKOWORO verifies the supplier's certification before offering the product.

12.4 Textile products

Textile products comply with Regulation (EU) No 1007/2011 on textile fibre names and labelling. Fibre composition is provided before purchase.

12.5 Electrical and electronic products

Electrical and electronic products requiring it bear the CE marking in accordance with EU harmonisation legislation. They are subject to Royal Decree 110/2015 on waste electrical and electronic equipment (WEEE) and, where they contain batteries, to Regulation (EU) 2023/1542. The Customer may return waste at the designated collection points.

12.6 Products subject to REACH

Chemical products and mixtures comply with Regulation (EC) No 1907/2006 (REACH) and Regulation (EC) No 1272/2008 (CLP). Applicable safety information is provided.

12.7 Personalised products

Goods made to the Customer's specifications or clearly personalised are excluded from the right of withdrawal (art. 103.c LGDCU).

12.8 Age-restricted products

For age-restricted products, prior verification is required in accordance with article 97.2 LGDCU. ORKOWORO reserves the right to refuse supply if compliance with the restriction cannot be verified.

13. Product safety (GPSR)

In accordance with Regulation (EU) 2023/988 on general product safety (GPSR), ORKOWORO guarantees that the products marketed are safe under normal or reasonably foreseeable conditions of use. Information on the manufacturer or importer, instructions for use and applicable safety warnings are provided.

ORKOWORO has a single contact point for communication with market surveillance authorities and consumers on product safety: info@orkoworo.com.

If ORKOWORO becomes aware that a product poses a risk to health or safety, it will immediately inform the competent authorities and affected Customers, and adopt the necessary measures (withdrawal, recall or information).

14. Liability for defective products

ORKOWORO is liable for damage caused by defective products in accordance with Directive 85/374/EEC, transposed into Spanish law by Law 22/1994 of 6 July, and currently governed by articles 128 et seq. of the LGDCU. The new Directive (EU) 2024/2853 on liability for defective products will apply from its transposition and will replace the previous regime.

The manufacturer's or importer's liability does not exclude or limit the consumer's rights against the seller for lack of conformity (art. 124 LGDCU).

15. Environmental obligations (EPR)

In compliance with Royal Decree 1055/2022 of 27 December on packaging and packaging waste, ORKOWORO fulfils its extended producer responsibility (EPR) obligations on packaging, including the annual declaration of packaging placed on the market and the financing of its management.

For electrical and electronic products, ORKOWORO fulfils the obligations arising from Royal Decree 110/2015 (WEEE). For batteries, it fulfils the obligations of Regulation (EU) 2023/1542.

16. Data protection

Personal data processing is carried out in accordance with Regulation (EU) 2016/679 (GDPR) and Organic Law 3/2018 on Personal Data Protection and guarantee of digital rights (LOPDGDD). Details can be found in the privacy policy.

17. Dispute resolution and complaints

The Customer may address complaints to info@orkoworo.com. ORKOWORO makes official complaint forms available to the consumer.

Under Regulation (EU) No 524/2013, the Customer may access the European online dispute resolution platform: ec.europa.eu/consumers/odr. The Customer may also resort to the competent Consumer Arbitration Boards (Spanish Consumer Arbitration System).

18. Governing law and jurisdiction

These General Terms are governed by Spanish law. For the resolution of any dispute, and without prejudice to the rights recognised to the Customer by consumer regulations, the courts of the consumer's domicile shall have jurisdiction where acting as such, or those of San Juan de Aznalfarache (Seville) in all other cases.

19. Amendments

ORKOWORO reserves the right to amend these General Terms to adapt them to legislative, jurisprudential or technical developments. Amendments shall not apply retroactively to contracts already concluded. The version in force at the time of contracting is the one applicable to the corresponding contract.

Last updated: 20 September 2026. Version 1.0.