Terms of service
Terms of Service
§ 1 Scope, Definitions
(1) Anaaka Natural Halal Cosmetics s.r.o., Karadžičova 8/A, 821 08 Bratislava, Slovakia (hereinafter referred to as “we” or “ANAAKA”) operates an online shop for goods on the website https://anaaka.me. The following terms and conditions apply to all contracts between us and our customers (hereinafter referred to as “Customer” or “you”) in the version valid at the time of the order, unless otherwise expressly agreed.
(2) “Consumer” within the meaning of these terms and conditions is any natural person who concludes a legal transaction for purposes that predominantly are not attributable to their commercial or independent professional activity. “Entrepreneur” is a natural or legal person or a legally competent partnership who acts in the exercise of their commercial or independent professional activity when concluding a legal transaction.
§ 2 Conclusion of Contracts, Storage of Contract Text
(1) The following regulations on contract conclusion apply to orders placed via our online shop at https://anaaka.me.
(2) Our product presentations on the Internet are non-binding and do not constitute a binding offer to conclude a contract.
(3) When an order is received in our online shop, the following rules apply. The Customer submits a binding contractual offer by successfully completing the order procedure provided in our online shop. The order proceeds as follows:
- Selection of the desired goods.
- Adding products by clicking the corresponding button (e.g. “Add to Cart”).
- Reviewing the information in the shopping cart.
- Accessing the checkout by clicking the corresponding button (e.g. “Checkout”).
- Entering or reviewing address and contact details, selecting the payment method, and confirming these terms and conditions and the Refund Policy.
- Completing the order by pressing the “Pay now” button. This constitutes your binding order.
- The contract is concluded when you receive an order confirmation from us by email to the email address you provided.
(4) The contract is concluded with Anaaka Natural Halal Cosmetics s.r.o., Karadžičova 8/A, 821 08 Bratislava, Slovakia.
(5) Before placing the order, the contract data can be printed or saved electronically using the browser’s print function. The order processing and transmission of all information required in connection with the contract, in particular the order data, these terms and conditions and the Refund Policy, are carried out by email after you place the order, partly automatically. We do not store the contract text after the contract is concluded.
(6) Input errors can be corrected using the usual keyboard, mouse and browser functions (e.g. the “Back” button in the browser). They can also be corrected by cancelling the ordering process, closing the browser window and repeating the process.
(7) Order processing and contact are carried out by email, partly automatically. You must therefore ensure that the email address you provide is correct, that you can receive emails, and that they are not blocked by spam filters.
§ 3 Subject of the Contract and Essential Product Features
(1) The subject of the contract in our online shop is the sale of goods. The specific goods offered can be found on our product pages.
(2) The essential features of the goods are described in the product description.
§ 4 Prices, Shipping and Delivery
(1) The prices listed in our online shop are total prices and include all price components, including all applicable taxes.
(2) The purchase price must be paid in advance. We accept Visa, Mastercard, American Express, PayPal, Apple Pay and Google Pay. Payment is due immediately when the order is placed.
(3) Delivery to Saudi Arabia and the United Arab Emirates is free of charge and is carried out by DHL Express. Orders are shipped on a duties-paid (DDP) basis: all customs duties and import taxes are prepaid by us, and nothing is payable by you on delivery.
(4) Orders are typically dispatched within 1 business day after payment has been confirmed and are delivered within up to 7 business days, unless otherwise stated in the product description.
(5) We currently deliver only to Saudi Arabia and the United Arab Emirates.
(6) If delivery of the goods fails for reasons for which you are responsible, you shall bear the reasonable costs incurred by us. Returns are governed by our Refund Policy.
§ 5 Right of Retention, Retention of Title
(1) You may only exercise a right of retention insofar as it concerns claims arising from the same contractual relationship.
(2) The goods remain our property until full payment of the purchase price.
§ 6 Returns and Refunds
Returns and refunds are governed by our Refund Policy at https://anaaka.me/policies/refund-policy.
§ 7 Contract Language
The contract language is English. Where these terms are provided in Arabic, the Arabic version is for convenience only, and the English version prevails in case of any difference.
§ 8 Liability
(1) Except as provided in the following exceptions, our liability for breaches of contractual obligations and for tort is limited to intent or gross negligence.
(2) We are liable without limitation for slight negligence in the event of injury to life, limb or health. If we breach an essential contractual obligation through slight negligence, our liability for resulting material and financial damage is limited to the foreseeable damage typical for the contract. An essential contractual obligation is one whose fulfilment enables the proper execution of the contract in the first place, whose breach endangers the achievement of the purpose of the contract, and on whose compliance you may regularly rely.
§ 9 Warranty
(1) The warranty is governed by the statutory provisions.
(2) For entrepreneurs, the warranty period for delivered goods is 12 months.
(3) As a consumer, you are requested to check the goods for completeness, obvious defects and transport damage upon delivery, and to notify us and the carrier of any complaints as soon as possible. Failure to do so has no impact on your statutory warranty claims.
§ 10 Final Provisions
(1) The law of the Slovak Republic applies. For consumers, this choice of law applies only to the extent that it does not deprive them of the protection granted by mandatory provisions of the law of the country of their habitual residence.
(2) The provisions of the UN Convention on Contracts for the International Sale of Goods do not apply.
(3) If the Customer is a merchant, a legal entity under public law or a special fund under public law, the place of jurisdiction for all disputes arising from the contractual relationship is our registered office in Bratislava.
(4) We are not obliged nor willing to participate in dispute settlement proceedings before a consumer arbitration board.
(5) Contact: support@anaaka.com
3. Refund Policy
Paste into Settings, then Policies, then Refund policy:
Returns & Refunds
At ANAAKA, we want you to shop with complete confidence. This Returns & Refunds Policy applies to orders placed through anaaka.me. Our orders are fulfilled from our fulfilment centre in the European Union.
30-Day First-Time Satisfaction Guarantee
Trying ANAAKA for the first time?
We understand that every person’s skin is unique. If you’re new to ANAAKA and your skin doesn’t respond well to the product, simply contact us within 30 days of receiving your order.
Our Customer Care team will review your case and work with you to find the best solution, which may include personalised skincare advice, product recommendations, or store credit where appropriate.
Your satisfaction is our priority, and we’re committed to helping you find the right ANAAKA routine for your skin.
Change of Mind Returns
If you’ve changed your mind, you may return any unopened, unused and sealed product within 14 days of receiving your order.
To be eligible for a return:
- The product must be unopened, unused and in its original packaging.
- All safety seals and protective wrapping must remain intact.
- The product must be suitable for resale.
- Proof of purchase is required.
How to Start a Return
To request a return, please contact our Customer Care team before sending any product back.
Email: returns@anaaka.com
Please include:
- Your order number
- The reason for your return
- Photos if the item is damaged, incorrect, or affected by a quality issue
Once your request has been reviewed and approved, we’ll send you a Return Authorisation Number together with the return instructions and return address.
Please do not return products without contacting us first, as unauthorised returns may not be accepted.
Return Shipping
Because orders are dispatched from our fulfilment centre in the European Union, approved returns may need to be sent back to our EU return location, or handled through an authorised courier partner where available.
For change of mind returns, the customer is responsible for return shipping costs, customs duties, taxes or courier charges, unless ANAAKA confirms otherwise in writing.
If the return is due to an incorrect item, a damaged order, or a confirmed issue caused by ANAAKA or our logistics partner, we will arrange an appropriate solution at no additional cost to you.
Please pack the products securely to avoid damage during transit, and include your order confirmation or dispatch note inside the parcel. We recommend keeping your proof of postage until your return has been processed.
Refunds
Once we receive and inspect your returned item, we’ll notify you of the outcome.
Approved refunds are processed within 5 business days after your return reaches our warehouse or authorised return location. Depending on your payment provider, it may take a few additional business days for the funds to appear in your account.
Delivery to Saudi Arabia and the UAE is free, so there are no original shipping fees to refund. Return shipping costs, customs duties, taxes or import charges for change of mind returns are non-refundable, unless the return is due to an incorrect item, a damaged order, or a confirmed issue caused by ANAAKA.
Incorrect Items
If you receive the wrong product, we’re very sorry. Please contact us within 7 days of receiving your order, and we’ll arrange a replacement, refund or other suitable solution as quickly as possible at no additional product cost.
Damaged Orders
If your order arrives damaged, please contact our Customer Care team as soon as possible. To help us resolve your claim quickly, please include:
- Your order number
- Photos of the damaged product
- Photos of the outer packaging and shipping label, if applicable
We’ll investigate the issue promptly and arrange a suitable resolution.
Skin Reactions
Although ANAAKA products are formulated with carefully selected premium ingredients, every individual’s skin is unique. If you experience a skin reaction, please stop using the product and contact our Customer Care team.
To help us assess your case as quickly as possible, please provide:
- Clear photographs of the affected area
- Photos of the product and batch number
- Any relevant medical documentation, if available
Need Help?
If you have any questions about returns or refunds, our Customer Care team is always happy to help.
Email: support@anaaka.com
