Terms and Conditions / Right of Withdrawal

General terms and conditions with customer information

1. Scope

1.1. For the business relationship between Pronura GmbH, Schlosswiesen 3, 74847 Obrigheim (hereinafter “Seller”) and the customer (hereinafter “Customer”), the following General Terms and Conditions apply exclusively in the version valid at the time of the order.

1.2. The customer can reach customer service for questions, complaints and objections on weekdays from 9:00 a.m. to 1:00 p.m. on the telephone number +49 6261 675 2880 and by email at info@pronura.net.

1.3. A consumer within the meaning of these General Terms and Conditions is any natural person who concludes a legal transaction for a purpose that cannot predominantly be attributed to their commercial or independent professional activity (§ 13 BGB).

1.4. Differing conditions from the customer will not be recognized unless the seller expressly agrees to their validity.

2. Offers and service descriptions

2.1. The presentation of the products in the online shop does not constitute a legally binding offer, but rather an invitation to place an order.

2.2. The customer can select products from the seller's range without obligation and collect them in a so-called shopping cart using the [add to shopping cart] button. The product selection within the shopping cart can be changed, for example deleted. The customer can then complete the ordering process using the [checkout] button in the shopping cart.

2.3. Using the [Buy] button, the customer submits a binding request to purchase the goods in the shopping cart. Before completing the order, the customer can change and view the data at any time and use the browser “back” function to return to the shopping cart or cancel the ordering process altogether. Necessary information is marked with an asterisk (*).

2.4. The seller then sends the customer an automatic confirmation of receipt by email, in which the customer's order is listed again (order confirmation). The automatic confirmation of receipt only documents that the customer's order has been received by the seller and does not constitute the conclusion of a purchase contract. The purchase contract is only concluded when the seller hands over the ordered product to the customer within 2 days or dispatches it to the customer within within 2 days with a second email, express order confirmation or sending of the invoice.

2.5. If the seller allows payment in advance (here: payment by direct debit), the contract is concluded when the bank details are provided and the customer is asked to pay within the next 14 days. If the payment is not received by the seller within 14 calendar days of sending the order confirmation despite the due date, even after a renewed request, the seller withdraws from the contract with the result that the order is no longer valid and the seller is not obliged to deliver. If you pay in advance (payment by direct debit), the item will be reserved for a maximum of 14 calendar days.

3. Prices and shipping costs

3.1. All prices stated on the seller's website include the applicable statutory sales tax.

3.2. We deliver free of charge to all EU countries. For deliveries to Switzerland, the United Kingdom (UK) and the Faroe Islands, a flat shipping fee of EUR 9.90 applies.

4. Delivery, availability of goods

4.1. Unless otherwise agreed, the goods will be delivered from our warehouse to the address specified. The delivery time is approximately 2-3 working days for deliveries within Germany and approximately 4-5 working days for deliveries within Europe. If payment in advance is agreed, delivery will take place approximately 3-4 days after receipt of the invoice amount.

4.2. If the delivery of the goods fails due to the customer's fault despite three delivery attempts, the seller can withdraw from the contract. Any payments made will be refunded to the customer immediately.

4.3. The seller is not obliged to deliver the ordered goods if he ordered the goods correctly but the goods were not delivered correctly or on time (congruent hedging transaction). The prerequisite is that the seller is not responsible for the lack of availability of the goods. In addition, the seller must not have assumed the risk of procuring the ordered goods. If the goods are not available, any payments already made will be refunded to the customer immediately. The seller does not assume the risk of having to procure ordered goods (procurement risk). This also applies when ordering goods that are only described in terms of their type and characteristics (generic goods). The seller is only obliged to deliver from his stock of goods and the goods ordered from the supplier.

5. Payment methods

5.1. The customer can choose from the available payment methods as part of and before completing the ordering process. Payment can be made either by:

Credit card


5.2 The selection of the available payment methods is the responsibility of the seller. In particular, he reserves the right to only offer the customer selected payment methods, for example only advance payment to protect his credit risk.

5.3 If you pay by credit card, the purchase price will be reserved on your credit card at the time of ordering (authorization). The actual debiting of the credit card account occurs at the time the seller ships the goods.

5.4 When paying with PayPal, the customer will be redirected to the website of the online provider PayPal during the ordering process. In order to be able to pay the invoice amount via PayPal, the customer must be registered there or must first register, identify themselves with their access data and confirm the payment instruction. After placing the order in the shop, the seller requests PayPal to initiate the payment transaction. The customer receives further information during the ordering process. The payment transaction will be carried out automatically by PayPal immediately afterwards.

5.5 When paying by direct debit, the customer may have to bear any costs that arise as a result of a payment transaction being reversed due to insufficient funds in the account or due to incorrect bank details being transmitted.

5.6. The customer's obligation to pay default interest does not preclude the seller from claiming further damages due to default.

5.7. The customer only has the right to offset if his counterclaims have been legally established and recognized by the seller or have a close mutual relationship to the main claim. The customer can only exercise a right of retention if the claims result from the same contractual relationship.

6. Retention of title

The delivered goods remain the property of the seller until full payment has been made.

7. Warranty for material defects

The warranty is determined according to the legal regulations.

8. Cancellation policy

In the event that the customer is a consumer within the meaning of Section 13 of the German Civil Code (BGB), i.e. makes the purchase for purposes that cannot predominantly be attributed to his commercial or independent professional activity, he has a right of withdrawal in accordance with the following provisions.

Right of withdrawal

The customer has the right to cancel this contract within fourteen days without giving reasons.

The cancellation period is fourteen days from the day on which the customer or a third party designated by him who is not the carrier takes possession of the goods.

In order to exercise his right of withdrawal, the customer informs the seller of his decision to withdraw from this contract by means of a clear statement (e.g. a letter sent by post, by fax or by email).

The customer can use the attached sample cancellation form for this purpose, although this is not mandatory.

Sample cancellation form

I/we (*) hereby revoke the contract concluded by me/us (*) for the purchase of the following goods (*):

Ordered on (*)/received on (*)

Name of consumer(s):

Address of the consumer(s):

Signature of the consumer(s) (only for paper notification)


(*) Delete what is not applicable.

The revocation must be sent to

Pronura GmbH
Castle meadows 3
74847 Obrigheim

Telephone: +49 6261 675 2880
Email: info@pronura.net

To meet the cancellation deadline, it is sufficient if the customer sends notification of the exercise of the right of cancellation before the cancellation period expires.

Consequences of revocation:

If the Customer withdraws from the contract, the Seller will pay the Customer all payments made, including delivery costs (except for additional costs resulting from the Customer choosing a type of delivery other than the cheapest standard delivery offered by the Seller) , to be repaid immediately and at the latest within fourteen days from the day on which the notification of the cancellation of the contract was received by the seller. For this repayment, the seller uses the same payment method that the customer used in the original transaction, unless another payment method was expressly agreed upon; In no case will the customer be charged any fees for the refund.

The seller may refuse the refund until he has received the goods back or the customer has provided evidence that he has sent the goods back, whichever is the earlier.

The customer must return or hand over the goods immediately and in any case no later than fourteen days from the day on which he informed the seller of the cancellation of this contract. The deadline is met if the customer sends the goods before the fourteen day period has expired and provides proof of sending.

In any case, the return shipping costs must be borne by the customer himself.

The customer must pay for any loss in value of the goods if the goods are not returned in perfect, unopened condition.

9. Voluntary withdrawal

The seller grants a 30-day right of return using the statutory right of withdrawal. The period begins with receipt of the goods. The deadline is met if the customer sends the goods before the deadline of 30 days has expired. The purchase price will be refunded by the seller within 14 days of receipt of the return. The direct costs for the return must be borne by the customer.

10. Liability

10.1. The following exclusions and limitations of liability apply to the seller's liability for damages (without prejudice to the other legal requirements for claim):

10.2. The seller is liable without limitation if the cause of the damage is due to intent or gross negligence.

10.3. Furthermore, the seller is liable for the slightly negligent violation of essential obligations, the violation of which jeopardizes the achievement of the purpose of the contract, or for the violation of obligations whose fulfillment enables the proper execution of the contract in the first place and on whose compliance the customer regularly relies. In this case, however, the seller is only liable for foreseeable, contract-typical damage. The seller is not liable for the slightly negligent violation of obligations other than those mentioned in the previous sentences.

10.4. The above limitations of liability do not apply in the event of injury to life, body or health, for a defect after a guarantee has been given for the quality of the product and for defects that are fraudulently concealed. Liability under the Product Liability Act remains unaffected.

10.5. To the extent that the seller's liability is excluded or limited, this also applies to the personal liability of employees, representatives and vicarious agents.

11. Storage of the contract text

11.1. The customer can print out the contract text before submitting the order to the seller by using the print function of their browser in the last step of the order.

11.2. The seller also sends the customer an order confirmation with all order details to the email address he provided. With the order confirmation, but at the latest when the goods are delivered, the customer will also receive a copy of the general terms and conditions along with cancellation instructions and information on shipping costs as well as delivery and payment conditions. If the customer has registered in the online shop www.equoaktiv.com, he can view the orders he has placed in his profile area. In addition, the seller saves the text of the contract but does not make it accessible on the Internet.

12. Final provisions

12.1. If a provision of these General Terms and Conditions is ineffective, the validity of the remaining provisions will not be affected. If the contractual partner is a merchant according to the German Commercial Code (HGB), the place of jurisdiction is the registered office of this company, Pronura GmbH.

12.2. The contract language is German.

12.3. European Commission platform for online dispute resolution (OS) for consumers: http://ec.europa.eu/consumers/odr/. We are neither willing nor obliged to take part in a dispute resolution procedure before a consumer arbitration board.