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Allgemeine Geschäftsbedingungen

General Terms and Conditions of Grosser Kern GmbH

 

Dear customers, we are delighted that you are interested in our goods and services.

The document you are currently reading is our General Terms and Conditions ("GTC"). It is a legal document that describes everything from A to Z concerning the purchase of goods or the use of services offered in our e-shop, which is accessible via the web portal www.knuspr.de or via the Knuspr.de app.

The terms and conditions are intended for the purchase of goods for immediate consumption and are subject to the regulation of consumer contracts (except for the exceptions mentioned in this document); the purchase of goods for business purposes (e.g., for resale) is not possible.

Our typical customer is a natural person who purchases goods for their own use or for the use of their relatives. An exception to this rule is the purchase of goods for direct consumption by a legal entity (entrepreneur), which typically uses them to meet the needs of office employees. In this case, the provisions for consumer contracts do not apply, see Section 7. Regardless of whether you are a natural or legal person, we refer to you in this document as "customer" or "you," unless the context indicates otherwise.

In addition to the General Terms and Conditions, we have issued special terms and conditions that govern the operation of some of our other services, goods, competitions, or club memberships ("Special Terms and Conditions"). These Special Terms and Conditions take precedence over these Terms and Conditions. 

The company behind knuspr.de is Großer Kern GmbH, based at Tal 30, 80331 Munich, HRB 256048 Munich Local Court, VAT ID No. DE332918673 ("knuspr.de" or "we").

To help you find your way around the terms, you should take a look at the chapter overview, which lists the most important topics.

CHAPTER

WHAT WILL YOU LEARN THERE?

1. CUSTOMER ACCOUNT

Basic information about how customer accounts work at knuspr.de and the rules for:

  • setting up a customer account, and
  • deleting a customer account.

2. TERMS OF USE FOR THE KNUSPR.DE E-SHOP

Specification of the conditions under which the knuspr.de e-shop may be used, as well as information about:

  • who can use the knuspr.de e-shop,
  • what obligations arise for customers when using the knuspr.de e-shop. 

3. ORDERS

This section describes the process of ordering goods in the knuspr.de e-shop, including questions on the following topics:

  • Ordering goods with/without first creating a customer account,
  • different types of goods orders,
  • Conclusion of the purchase contract,
  • Changes to orders,
  • delivery and acceptance of orders, and
  • handling complaints.

4. PAYMENT, TERMS OF PAYMENT

This chapter summarizes information on the following topics:

  • Online payments,
  • Payment on delivery,
  • payment with credits
  • and other important information.

5. RIGHT OF WITHDRAWAL

This section provides information on the procedure for withdrawing from contracts concluded between you and knuspr.de, including:

  • the conditions that must be met for a valid withdrawal,
  • an overview of situations in which withdrawal is not possible, and
  • how the goods are to be returned in the event of an effective withdrawal.

6. SPECIAL CATEGORIES OF GOODS

This section provides information about certain categories of goods:

  • goods sold by weight,
  • goods sold by the piece,
  • tobacco products,
  • alcoholic products, and
  • goods with a deposit.

7. PURCHASE OF GOODS BY LEGAL ENTITIES

This chapter summarizes the conditions under which the e-shop knuspr.de can be used by legal entities.

8. DELIVERY AREA, DELIVERY COSTS, AND DELIVERY TIMES

Here you can find out everything about our delivery area, delivery costs, and delivery times.

9. COMPLAINTS AND GRIEVANCES

This section explains what you can do if you have any complaints or grievances.

10. LICENSE TERMS

This section summarizes the most important information and obligations relating to the use of the knuspr.de e-shop.

11. DATA PROTECTION

The protection of personal data is a matter of course for us. That is why we refer in this chapter to our customer privacy policy, which describes in detail, among other things:

  • what types of personal data we process,
  • for what purposes and how we process your personal data,
  • to whom your personal data may be disclosed,
  • how long we process your personal data, and
  • what rights you have with regard to data protection. 

We also refer you to the guidelines on the processing of personal data for the Hörnchen Club and our cookie policy.

12. FINAL PROVISIONS

This chapter provides information about the validity and amendments to the General Terms and Conditions and contains other important information. 

If you cannot find the answer to one of your questions in the terms and conditions, you can check our FAQ or contact us at kunden@knuspr.de or 089/88 99 7500.

  1. CUSTOMER ACCOUNT

    1. Creating a customer account

You can use the knuspr.de e-shop without prior registration or setting up a customer account. However, you must create a customer account to access some of the services and benefits of the knuspr.de e-shop. 

You can create a customer account before making your first purchase. By setting up a customer account, you express your initial interest in using the services and benefits of the knuspr.de e-shop, but you are not obligated to make a purchase. As a registered customer, you can take advantage of certain customer benefits of the knuspr.de e-shop even before you make your first purchase (the benefits are not enforceable).

We will automatically create a customer account for you when you complete your first order to make future purchases easier. We will notify you of this in a message sent to the email address you provided when placing your first order.

How can you create a customer account?

To create a customer account, you can use any of the options currently offered by the knuspr.de e-shop. (Registration on the website, in the app, or via Apple, Google, Facebook, etc.). After entering the required registration data and accepting our terms and conditions and taking note of our privacy policy, a confirmation email will automatically be sent to the email address you provided. To successfully create a customer account, you must confirm your registration.

During registration, we will ask you for some personal information. You don't need to worry, because we only treat your personal data as described in our customer privacy policy.

Please note that if you create a customer account via a third-party provider (Apple, Google, Facebook, etc.), this process may be subject to terms and conditions other than our terms and conditions. In such a case, please read these terms and conditions.

By completing the registration process and creating a customer account, you agree to the following:

  1. The use of the knuspr.de e-shop, including placing orders and the associated conclusion of purchase contracts, is subject to our terms and conditions.
  2. You will receive emails from knuspr.de (confirmation of customer account registration, confirmation of completed orders, etc.) or may be contacted by knuspr.de in other ways (by phone, SMS, etc.) in connection with completed orders, the delivery of purchases, the exercise of your rights due to defects, etc.
  3. You are responsible for your customer account and will protect and secure your customer account information by choosing a sufficiently secure password, which you will keep secret.
  4. knuspr.de (or the courier delivering your order) may ask you to prove your identity or age in connection with the sale of certain goods (see section 6).
  5. The customer account (and thus the services of the knuspr.de e-shop) may not always be available, in particular due to necessary maintenance work or accidental technical problems.
  1. Termination of the customer account

If you wish to terminate your customer account for any reason, please contact us at kunden@knuspr.de or 089/88 99 7500.

Under certain circumstances, the e-shop knuspr.de may, at its sole discretion, temporarily or permanently block or terminate the customer account of a customer who repeatedly or seriously violates our terms and conditions. In such a case, all unused credits in the form of credit balances will expire without refund upon termination of the customer account. This does not apply to credits that have been uploaded to the customer account:

  1. due to a justified complaint (defective, damaged, or missing goods, etc.) or
  2. from a gift voucher that you have uploaded to your customer account and have not redeemed by the time the customer account is closed.

We will refund the value of such credits by transferring the corresponding amount to your bank account.

  1. Terms of use for the Knuspr.de E-SHOP

The content published in the knuspr.de e-shop represents an illustrative offer of goods or services that can be purchased and delivered via the knuspr.de e-shop. This offer does not constitute an offer by knuspr.de to conclude a contract. The purchase contract with knuspr.de can only be concluded in the manner provided for in Section 3.

If the terms of use of the knuspr.de e-shop are changed in the current range of goods offered by the knuspr.de e-shop in a way that differs from our terms and conditions, the current range of goods shall always take precedence.

By using the knuspr.de e-shop, you confirm that you are a natural person, that you have the necessary legal capacity, that you will use the knuspr.de e-shop in accordance with these terms and conditions, and that you are at least 18 years old. Your place of residence or the registered office of your company, etc. must be located in the European Union.

At the same time, as a customer, you agree not to do the following:

  1. circumvent or violate the rights of third parties by paying for the goods, and you confirm that you are authorized to use the means used to pay for the goods,
  2. make multiple, false, or fraudulent registrations of customer accounts,
  3. obtaining, monitoring, or copying content or information provided via the knuspr.de e-shop for any purpose without the written consent of knuspr.de (including automated means or manual procedures),
  4. violate or circumvent measures to prevent or restrict unauthorized access to the knuspr.de e-shop, or take actions that cause or may cause an unreasonable burden on the infrastructure.

  1. ORDERS

And finally, the most important thing: How can you order goods from the knuspr.de e-shop? Just follow the steps below.

  1. Ordering without creating a customer account

You can order goods from the knuspr.de e-shop without creating a customer account. Simply add the desired goods to your shopping cart and follow the steps to complete your order.

To complete your order, we need at least your contact details. Without them, we cannot deliver your order properly. But don't worry, we will always treat your data in accordance with our customer privacy policy.

Since we are sure that your first order at in the knuspr.de e-shop will not be your last, we will create a customer account for you as soon as your first order is complete to make future purchases in the knuspr.de e-shop easier for you. We will inform you of this in a message sent to the email address you provided when placing your first order.

  1. Ordering with a previously created customer account

If you already have a customer account, you can log in with your login details, i.e., your email address and password.

ATTENTION! Please keep your login details safe and do not share them with third parties who should not have access to them and could misuse your customer account. We recommend that you use a sufficiently strong password to log in to your account, i.e., a password that is long (ideally 10 characters or more), uses a combination of upper and lower case letters, numbers, or symbols, and does not contain a series of consecutive letters or numbers.

After logging into your customer account, add the desired items to your shopping cart and follow the steps indicated to complete your order.

Before completing your order, please check that all the details in your order are correct and familiarize yourself with the estimated price of your order. The final price of your order may vary depending on the specific weight of the goods in the order (for further details, see section6 of our Terms and Conditions).

  1. Completion of the order and conclusion of the purchase contract

Once we receive your order, we will confirm it immediately by email. Only upon confirmation is a purchase contract concluded and the order becomes binding between us. 

Please note that despite our best efforts, there may be situations where, even after confirming your order, we discover that we are unable to deliver some items due to stock availability. In this case, we will have to cancel the order for the goods in question and, if the order has already been paid for, refund the value of the missing goods in the form of credits that we will upload to your customer account. If you request it, we will transfer money back to the bank account from which the order was paid instead of credits.

If we have a suitable alternative to the missing item in stock, we can offer to deliver the alternative item to you. In this case, we will cover the price difference. However, if the alternative item is cheaper than the item you selected and paid for, we will credit the corresponding amount to your customer account, unless you expressly request that we refund this amount to your bank account.

Please note that knuspr.de reserves the right to deliver goods only in normal household quantities and only while stocks last. Due to limited space in our delivery vehicles, you can order a maximum of 3 beverage crates per delivery.

  1. Changes to completed orders

Additional orders

If you would like your order to be delivered over a longer period of time, we can give you the option of adding further goods to the same order. You will be informed of this option when we confirm your order. Information about the time frame in which it is possible to add goods to your order without creating a new order will be displayed on our website or app. The newly ordered goods will then become part of the original order and will be listed on a single invoice. In this case, you will not be charged an additional delivery fee.

Other changes

Our staff will do their best to customize the order according to your wishes. Unfortunately, changes cannot be made to orders that have already been packed or shipped. In all other cases, the order may be changed retrospectively by contacting customer service.

  1. Delivery and acceptance of an order

Your order will be delivered by one of our couriers to the address you provided. You are obliged to accept delivery of the order unless you exercise your statutory right of withdrawal. The courier will hand over the order to you or to a person who is present at the delivery location (usually your home), or to a person who can prove to the courier that the order is intended for them (e.g., by presenting the order confirmation). The risk of damage to the goods is transferred upon acceptance of the order. 

If the order has already been paid for prior to delivery and you request that the courier hand over the goods without personal contact (e.g., by leaving the goods in the hallway outside your apartment or at your front door or in the elevator), we will be happy to do so. However, we are not liable for theft or damage to your goods before you collect them. Delivery without personal contact is possible by entering a note when completing your order.

ATTENTION! If the order contains tobacco or alcohol products, we must verify that the person accepting delivery of the order is over 18 years of age. For more information, please refer to section6 of our Terms and Conditions. 

If you do not accept delivery of the order, even though we have attempted to deliver it to you correctly and on time, we are entitled to compensation for the reasonable costs incurred in connection with the delivery of the order in the amount of €15.00. These costs include the preparation, shipping, and delivery of the order. This amount will be charged to you when you place your next order. If payment is not made on time, we are entitled to block your customer account until the amount has been paid. You are, of course, free to prove that we have incurred less than €15.00 in damages.

If you are unable to accept delivery of your order due to a delivery delay, we can only demand compensation for the reasonable costs incurred in the amount of €15.00 if the delay is no more than 10 minutes.

If you accept an order from us but do not pay for it even after being requested to do so by knuspr.de, we reserve the right to temporarily block your customer account. If the order is not paid for within 14 days of the date of the temporary block, we have the right to delete your customer account and not to enter into any further contracts with you in the future. The suspension or deletion of the customer account does not extinguish knuspr.de's right to proper payment of the order price.

  1. Complaints

It may happen that the goods do not arrive at your premises in 100% proper condition (the goods are defective, damaged, or do not arrive at all, etc.). In such a case, you have the right to submit a complaint regarding the order or part thereof, as described in our e-shop. 

  1. Display of the contents of the knuspr.de e-shop

We know how precious your time is. That's why the knuspr.de e-shop uses your customer account number and purchase history to display personalized content. Displaying personalized content means that your favorite products in each product category are shown first to make shopping easier for you. The goal is to save you time by allowing you to make your purchase as quickly as possible (with as few clicks as possible). The display of personalized content is not intended to market, advertise, or encourage the purchase of specific products. Each sponsored product display is separate, labeled accordingly, and not individualized.

  1. PAYMENT, TERMS OF PAYMENT

Online payment when ordering

The easiest way to pay for your order is online when you complete your order. You can find an overview of the types of payment cards currently accepted in the knuspr.de e-shop when you complete your order.

Payment by card upon delivery 

If you prefer to pay for your order upon delivery, you can pay cashless by card upon delivery. An overview of the cards currently accepted can be found in the knuspr.de e-shop when you complete your order.

Payment with credit (credits)

You can also pay for your order with credit in your customer account. 1 credit has a value of 1.00 euro. If you want to pay for your order or part of it with credits, you don't need to do anything, as this process takes place automatically. If you don't want to do this, remove the corresponding check mark when completing your order, which indicates that you want to pay for the order or part of it with credits.

The method for adding credits to your customer account may change from time to time. However, credits are usually added to the customer account from gift vouchers, complaints, or other circumstances.

Please note that credits have a limited validity period. You will be informed of the validity period of the respective credit type at the time of crediting your customer account, or you can check the validity period at any time in your customer account. If you are unsure about the validity period of your credit, please contact our customer service. If credits are not used within the validity period, they can no longer be redeemed.

Please note that credits cannot be redeemed retroactively after an order has been placed.

In the event of termination of a customer account, all unused credits will expire without refund (except in the cases described in section1.2 of our Terms and Conditions). 

Please also note that if you violate our terms and conditions, the following may occur:

  1. Cancellation of an order (usually if the payment process was carried out unlawfully) or
  2. Deduction of credits from a customer's account without refund (usually in the case of unlawful purchase).

ATTENTION! Payment methods may change from time to time. When you complete your order, the e-shop knuspr.de will always display an overview of the current payment methods.

Further important information

All prices quoted in the knuspr.de e-shop include VAT. The purchase price of the ordered goods is only paid when it has been credited in full to the knuspr.de account or when the corresponding amount has been duly paid by the courier upon delivery using the payment terminal.

Ownership of the goods shall only pass to you upon payment of the total price, except in the case of purchases of special categories of goods (for further information, see section6 of our Terms and Conditions).

We reserve the right, at our sole discretion, to refuse payment transactions that have been identified as fraudulent based on the European Union's sanctions database or the EU sanctions map, or where there is suspicion of fraud, money laundering, or terrorist financing.

Environmental protection is important to us, which is why we do not issue physical invoices for purchased goods. The invoice is available for download at any time in your customer account. The same applies to invoice corrections.

All online payments are processed through our payment provider Adyen, Inc. Knuspr.de has no access to the stored payment data and is not liable for the security of the data or for incorrect bookings caused by any errors on the part of the payment provider.

Refunds by us will always be refunded to the account from which the purchase was made.

  1. Right of withdrawal

If you have decided to purchase the goods, you have a right of withdrawal as a consumer in accordance with the statutory provisions.

If you exercise your right of withdrawal as a consumer, you must bear the regular costs of returning the goods.

In all other respects, the provisions set out in detail in the following apply to the right of withdrawal

cancellation policy:

a) Right of withdrawal

You have the right to withdraw from this contract within fourteen days without giving any reason. The withdrawal period is fourteen days from the day on which you or a third party named by you, who is not the courier, took possession of the goods. 

To exercise your right of withdrawal, you must inform us, Großer Kern GmbH, Tal 30, 80331 Munich, email: kunden@knuspr.de, phone: 089/88   99   7500, of your decision to withdraw from this contract by means of a clear statement (e.g., a letter sent by post or email). You can use the attached sample withdrawal form for this purpose, but you are not required to do so. 

To meet the withdrawal deadline, it is sufficient for you to send your notification of exercising your right of withdrawal before the withdrawal period expires.

b) Consequences of withdrawal

If you withdraw from this contract, we shall reimburse you for all payments we have received from you, including delivery costs (with the exception of additional costs resulting from your choice of a type of delivery other than the cheapest standard delivery offered by us, if available) without delay and at the latest within fourteen days from the day on which we receive notification of your withdrawal from this contract. 

You will receive the refund in the form of credits to your customer account. The corresponding amount of credits will be automatically offset against your next order. Upon express request, the amount can also be paid out in euros. 

Under no circumstances will you be charged any fees for this refund. 

We may refuse to refund until we have received the goods back or until you have provided proof that you have returned the goods, whichever is earlier. 

You must return the goods to us or hand them over to one of our couriers immediately and in any case no later than fourteen days from the date on which you notify us of your withdrawal from this contract. The deadline is met if you send or hand over the goods before the expiry of the fourteen-day period.

You shall bear the direct costs of returning the goods. You shall only be liable for any loss in value of the goods if this loss in value is attributable to handling of the goods that is not necessary for testing their condition, properties, and functionality.

- End of the cancellation policy -

Sample cancellation form

The right of withdrawal does not apply to the delivery of goods

  1. that were manufactured according to your specifications or that are or were clearly tailored to your personal needs,
  2. which, due to their nature, are not suitable for return or can spoil quickly or whose expiration date would be exceeded,
  3. which are delivered sealed and which are not suitable for return for reasons of health protection or hygiene if their seal has been removed after delivery. This applies, for example, to hygiene items if the seal has been opened or removed, or
  4. in the case of newspapers, magazines, or illustrated magazines.

  1. SPECIAL CATEGORIES OF GOODS

    1. Goods sold by weight

Some goods offered in the knuspr.de e-shop are sold by weight (fruit, vegetables, cold cuts, meat, etc.). For such goods, the approximate weight of 1 piece (or other unit of measurement) of the product is indicated, which changes over time ("reference piece"). The price displayed in the knuspr.de e-shop is calculated based on the ratio between the weight of the reference item and the cost per kilo (or equivalent unit of measurement) of the goods. The price actually paid by the customer is calculated based on the weight of the goods delivered.

EXAMPLE: 1 kilo of oranges costs $3.00. The reference piece weighs 250 grams and costs $0.75. A customer places two oranges in their shopping cart and the price displayed in the shopping cart is €1.50. The actual weight of the two oranges delivered is 600 grams (instead of the expected 500 grams calculated on the basis of the reference item). The customer pays €1.80 for two oranges.

Due to weight fluctuations, we temporarily block a higher amount (approx. 30% of the value of the weighed item ordered) for online payments, as we do not know the exact weight of the goods ordered at the time of order confirmation. We will transfer the unused blocked amount back to your bank account (depending on the speed of the bank) within a few days of delivery of the order at the latest. For card payments, you will be notified of the final price upon receipt of the goods.

Please note that we reserve the right to deliver goods sold by weight with a weight deviation (whereby the weight deviation may not exceed 30% of the total weight of the goods ordered). However, we will endeavor to keep the deviation as low as possible in relation to the weight you selected in your order.

  1. Goods sold per piece

For goods sold by the piece, the final price for one piece of the goods is displayed in the knuspr.de e-shop, regardless of its weight.

EXAMPLE: 1 cauliflower costs €2.80. The customer puts three cauliflowers in their shopping cart and pays €8.40, regardless of the actual weight of the cauliflowers delivered.

  1. Tobacco products

Tobacco and nicotine products, smoking utensils and accessories, herbal smoking products, and electronic cigarettes and accessories ("tobacco products") may only be sold to customers who are at least 18 years old. Sale to younger persons is prohibited. This is also expressly stated in the shop.

Before handing over an order containing the aforementioned products, the delivery person is entitled to request the presentation of an identity card to verify the customer's age if a visual inspection is not sufficient to verify the age. Without age verification, the aforementioned products that are part of an order will not be handed over to the customer. In this case, the purchase contract will be canceled by knuspr.de and the purchase price of the aforementioned products, if paid before delivery of the goods, will be refunded to the customer immediately.

  1. Alcoholic products

You can only place an order for alcoholic products with us if you are at least 18 years old. We do not sell alcoholic products to younger persons, as customers must generally be at least 18 years of age.

The courier is entitled to request the presentation of an identity card before delivering an order containing alcoholic products in order to verify the age of the customer if a visual inspection is not sufficient to verify the age. Without age verification, alcoholic products that are part of an order will not be handed over to the customer. In this case, the purchase contract will be canceled by knuspr.de and the purchase price of the alcoholic products, if paid before delivery of the goods, will be refunded to the customer immediately.

  1. Purchase of goods with deposit

When purchasing goods with a deposit (deposit bottles, beverage crates, beverage cans, etc.), the deposit is shown separately but is included in the final price of the goods. You can return packaging with a deposit (regardless of whether it was purchased from us or another retailer) to the delivery person in cases where we are subject to a legal obligation to take it back. Of course, you can also return packaging with a deposit to any other collection point.

When you return packaging with a deposit to the courier, they will note the type of packaging and the corresponding deposit amount. Both can be viewed in your customer account. The value of the returned packaging will be credited to your customer account in the form of credits, unless you expressly request a cash refund. In this case, the corresponding amount will be credited to the bank account you last used.

As space is limited in the delivery vehicles, we have to limit the return of deposit packaging to 40 bottles or 3 beverage crates per purchase. This does not constitute a restriction of our legal return obligation, but is only due to the lack of space in the vehicles.

  1. PURCHASE OF GOODS BY LEGAL ENTITIES

The e-shop knuspr.de can also be used by legal entities (entrepreneurs), typically for the operation of an office, e.g., to supply office employees with fresh fruit and vegetables, fresh pastries, sandwiches, beverages, or office and cleaning supplies. Please note that the purchase of goods for business purposes (e.g., resale) is not possible in the knuspr.de e-shop.

Please note that section 5 of our terms and conditions does not apply to the purchase of goods by legal entities. 

If you would like to shop at knuspr.de, you must first register your legal entity via knuspr.de or 089/88 99 7500.

Payment options for legal entities:

  1. If you require an invoice with company details but wish to pay directly when placing or accepting your order, please enter the company's billing details in your customer account. These will then be automatically entered on the invoice, which is available for download in PDF format in your customer account.
  2. If you would like to pay by invoice at a later date, you must register your company in the knuspr.de e-shop and discuss the details with customer service. Purchases on account are possible for companies that comply with our internal guidelines.

  1. Delivery area, delivery costs, and delivery times

The delivery areas can be viewed in the e-shop; please also refer to the map shown.

The items you have ordered will generally be delivered to the front door of your apartment or house (the latter in the case of single-family homes) at the specified delivery address. Deliveries can only be made to addresses that can be reached by the courier's vehicle; in pedestrian zones and areas with temporary driving restrictions, deliveries can only be made during the permitted times. We only deliver to addresses that can be reached by delivery vehicle via a permanently accessible road.

Pickup is not possible at knuspr.de.

A separate delivery fee is charged for each delivery visit requested by our courier. The amount of the delivery fee depends on the delivery time, delivery day, and order value. The delivery fee valid for the selected delivery day and delivery time can be viewed in the e-shop. When placing your order, the delivery fee will be displayed before you submit your order.


The items will be delivered in paper carrier bags or reusable bags, as you wish. A specific fee is charged per delivery for delivery in paper carrier bags; please refer to the information in our e-shop. A one-time deposit fee is charged for delivery in reusable bags. The deposit will be refunded after the end of the business relationship or if you no longer wish to receive deliveries in reusable bags. For more information, see in addition to the information in our e-shop and our general terms and conditions for the reusable bag service under General Terms and Conditions for Knuspr Reusable Bags.

You can view the general delivery times in the e-shop. When you place your order, the next available time slot will be automatically suggested to you. The various delivery slots are based on the times displayed. The delivery time slot you select is binding for both you and us. 

If the courier does not find you at the agreed delivery location during the agreed delivery time slot, we will contact you by phone. If we are unable to meet the agreed delivery time slot, we will inform you by text message or push notification. 

You can always find the current delivery time in the app or in the online shop when you are logged in. 

  1. Complaints

You are welcome to use the "Report item" function in our web shop for complaints if you wish to complain about an item or submit a complaint to us. You can use this function up to 72 hours after delivery.

After this period has expired, or if you would like to receive a refund instead of credits, or a new delivery of the desired product or a replacement product, please contact our customer service.

  1. LICENSE TERMS, Copyrights

10.1 License terms

The content of the knuspr.de e-shop and all rights thereto are and remain the property of knuspr.de or another company within the Rohlik Group (i.e., a subsidiary of Rohlik Group a.s., ID No.: 099 60 678, with its registered office at Karolinská 654/2, Karlín, 186 00 Praha 8, Czech Republic). Neither the terms and conditions nor the use of the knuspr.de e-shop grant or transfer the right to (i) use the content of the knuspr.de e-shop, with the exception of the limited license granted in the terms and conditions, or (ii) use or refer to the names, logos, product or service names, trademarks, or other identifying marks of knuspr.de that are protected under intellectual property law.

In connection with the knuspr.de e-shop, you agree not to:

  1. reproduce, modify, distribute, decompile, reverse engineer, compile, or attempt to discover, analyze, or extract the source code of the knuspr.de e-shop for any reason;
  2. use in any way the knowledge of the ideas, processes, structure, algorithms, and methods on which the knuspr.de e-shop software is based or which it contains,
  3. distribute, sell, or lease the e-shop knuspr.de in whole or in part, or otherwise commercially use or remove the e-shop knuspr.de or any information or software used therein; or
  4. to modify or damage the technical protection devices or the notices attached to or contained in the knuspr.de e-shop for the protection of the content and the knuspr.de e-shop.

All software, including all system controls in the knuspr.de e-shop, is the property of knuspr.de or its affiliated companies and is protected by applicable laws and international treaties. Any use of the software that violates these agreements is expressly prohibited.

10.2 Copyright

Knuspr.de holds all copyrights or rights of use for all images and texts published in our e-shop. Use of the images, films, and texts is not permitted without our express consent.

  1. DATA PROTECTION

Knuspr.de processes personal data of customers and interested parties in its services as part of the operation of the e-shop knuspr.de. In doing so, it complies with the regulations on the protection of personal data, in particular Regulation (EU) 2016/679 on the protection of personal data (GDPR).

In our Customer Privacy Policy, you can read about what personal data we process, how long we store it, and under what circumstances we may send you commercial communications and other information about the protection of your personal data.

Special rules apply to the protection of personal data for members of the Hörnchen Club, which can be found in the policy on the processing of personal data for the Hörnchen Club.

When you visit and use the knuspr.de e-shop, cookies or other technologies are activated on your device so that we can offer you content and services that best suit your needs and interests. You can read more about cookies in our cookie policy.

  1. FINAL PROVISIONS

Finally, some information about the general functioning of the e-shop knuspr.de.

Changes to the terms and conditions

Knuspr.de may unilaterally change or supplement the terms and conditions. The changes do not affect the rights and obligations arising from the previous version of the terms and conditions. 

ATTENTION! When you place an order for goods or services in the knuspr.de e-shop, you agree to the terms and conditions applicable at the time of ordering.

Delivery

Unless we agree otherwise or unless otherwise specified in these terms and conditions, all correspondence relating to the knuspr.de e-shop must be sent to us in writing, preferably by email.

In most cases, knuspr.de will communicate with you via the email address associated with your customer account. 

Legal system, dispute resolution

Any use of the knuspr.de e-shop is subject to German law, excluding international private law.

German courts have exclusive jurisdiction for the settlement of disputes. If the customer is an entrepreneur, the courts at the registered office of Knuspr.de have exclusive jurisdiction. 

We would like to point out that we are not obliged and not willing to participate in dispute resolution proceedings before a consumer arbitration board. Rather, we always endeavor to resolve any conflicts with our customers ourselves. Please also contact our customer service department for this purpose.

Miscellaneous

Knuspr.de reserves the right, at its sole discretion, to terminate the operation of the knuspr.de e-shop or to change the terms of use.

For your information, we would like to point out that you, as a customer, are responsible for all costs associated with the use of the knuspr.de e-shop (you bear the costs for the Internet connection, the use of the mobile network, or any costs for telephone calls).

Knuspr.de also expressly disclaims, to the extent permitted by law, any liability for warranties regarding the security, reliability, timeliness, and performance of the knuspr.de e-shop or its suitability for a particular purpose. Knuspr.de is also not responsible for content published via a link from third parties to the knuspr.de e-shop.

Knuspr.de is entitled to operate the knuspr.de e-shop on the basis of a business license; the activity is not subject to any further approval. Trade supervision is exercised by the trade office within the scope of its competence.

Should any provision of our terms and conditions be or become invalid or ineffective, the invalid provision shall be replaced by a provision that comes as close as possible to the meaning of the invalid provision. The invalidity or ineffectiveness of any provision shall not affect the validity and effectiveness of the remaining provisions.

If the invalidity or ineffectiveness affects a provision of our special terms and conditions (as described in the introductory provisions of our terms and conditions) or if the special terms and conditions do not contain any mandatory provisions, these terms and conditions shall apply as a substitute.

Our address and further information about knuspr.de can be found in the legal notice on our homepage. The contact details for knuspr.de are: Email:kunden@knuspr.de , telephone number: 089/88 99 7500 (daily from 7:00 a.m. to 11:00 p.m.). Questions, suggestions, comments, or complaints can be submitted by email, telephone, or chat.

Last update: 19.01.2026