Sourcing & restricted products policy

Last updated: 20 September 2026

1. Nature of the service

ORKOWORO SLU ("ORKOWORO") offers a service for locating, acquiring and supplying products made to order. We are not the manufacturer or the brand owner of the products requested: we act as an intermediary in their acquisition. This service is provided under Spanish Law 3/2014 of 27 March (amending the consolidated text of the General Law for the Protection of Consumers and Users, "LGDCU") and other applicable regulations. Because the seller is established in Spain, Spanish consumer law applies to every order, regardless of the buyer's country of residence within the EU.

2. Products we CANNOT supply

Even though a request can be submitted through the form, ORKOWORO will not process requests for products whose sale to the public is prohibited, restricted, or requires an administrative authorisation we do not hold, including by way of example:

• Medicines requiring a prescription or pharmacy authorisation (RD 1345/2007).
• Medical devices requiring prior authorisation or specific dispensing conditions.
• Weapons, ammunition, explosives and defence articles.
• Narcotic or psychotropic substances.
• Counterfeit goods or goods infringing intellectual or industrial property rights.
• Tobacco, vaping products and nicotine liquids (Law 28/2005).
• Alcoholic beverages (require a distribution licence we do not hold).
• 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 we receive such a request, we will reject it with reasons and inform the applicant at no cost.

3. Categories with special conditions

Even for lawful products, certain categories are subject to particular supply, warranty or withdrawal conditions. The quote issued by ORKOWORO will expressly state the conditions applicable to the category of the requested product.

3.1 Perishable or fresh products

Products liable to deteriorate or expire rapidly are excluded from the right of withdrawal under art. 103.d) LGDCU. Once delivered, they are non-returnable and non-refundable for change of mind. They remain covered, however, by the legal warranty for defects (section 5).

3.2 Unsealed hygiene or cosmetic products

Sealed goods not suitable for return for health-protection or hygiene reasons, once unsealed after delivery, are excluded from the right of withdrawal under art. 103.e) LGDCU.

3.3 Personalised products

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

3.4 Food products in general

Certain foods may require health registration or traceability conditions. ORKOWORO will confirm feasibility case by case before issuing a quote.

3.5 Age-restricted products

For age-restricted products, prior verification may be required. ORKOWORO reserves the right to refuse supply if compliance with the age restriction cannot be verified.

4. Sourcing process

1. Request: the customer describes the product via the form.
2. Review: ORKOWORO assesses legal and commercial feasibility.
3. Quote: if feasible, a quote is issued with price (VAT and shipping itemised), estimated lead time and category-specific conditions.
4. Acceptance: the customer accepts the quote within its validity period.
5. Payment: payment is made through the secure gateway.
6. Acquisition & shipping: ORKOWORO acquires the product and ships it.
7. Invoice: an invoice is issued under RD 1619/2012.

5. Legal warranty

All supplied products are covered by the legal warranty of conformity for three years under art. 120 LGDCU. This warranty is independent of the right of withdrawal: a product excluded from withdrawal (perishable, hygiene, personalised) remains covered by the warranty if it has an inherent defect or is not in conformity with the contract.

6. Right of withdrawal

As a general rule, you have 14 calendar days from receipt to withdraw from the purchase without giving any reason (art. 102 LGDCU), except for the art. 103 LGDCU exceptions indicated in the quote and in section 3 of this policy. The return procedure is detailed in the returns policy.

7. Non-binding nature of the request

Submitting the request form 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 the supplier confirms it.

8. Prices, lead times and availability

Quote prices include applicable VAT and itemised shipping costs, and are valid for the period stated in the quote itself. Lead times are estimates based on the supplier and may vary.

9. Contact

For any question about this policy: info@orkoworo.com · +34 632 62 59 69.