Code of Conduct

We believe trust in an online store is built when customers know who is behind it, exactly what they are buying and what to expect at every stage of the transaction.

This Code brings together the principles we follow when presenting products, processing orders and communicating with consumers. It applies to retail purchases through the store and does not remove any mandatory rights provided by law.

In every interaction with customers we aim to act honestly, consistently and respectfully. This means that we:

• write in plain language and avoid wording that creates a misleading impression,
• clearly display our business identity and available contact methods,
• disclose prices, charges and essential purchase terms in good time,
• do not conceal limitations that may affect a consumer's decision,
• consider questions and complaints in good faith and provide substantiated information,
• respect people's privacy, dignity and differing needs.

We give visitors the information they need to compare and decide without pressure. Depending on the product, we present its name, main characteristics, pack contents, directions, warnings and allergens that have been disclosed to us.

The final price, VAT, delivery costs, any mandatory charges, availability and available payment methods are displayed before the order is submitted. Cancellation, return and withdrawal procedures must be easy to access.

If we identify a material error in a description, price or stock level, we inform the affected customer before proceeding with the order and explain the available options.

Information about foods, supplements and wellness products is based on the actual packaging, manufacturer information or other sources we have reasonably assessed. We do not attribute properties of diagnosing, treating or preventing disease to a product where such a claim is not permitted.

Store content is informational and does not constitute personal medical or nutritional advice. Customers must check the label and directions before use. In cases of pregnancy, breastfeeding, medication, a medical condition or uncertainty about a product's suitability, it is important to consult an appropriate healthcare professional.

If packaging changes before the page photograph is updated, the actual information on the packaging delivered takes precedence, and we correct the online material as soon as we receive reliable updated information.

Every offer includes its basic terms, duration and restrictions. We do not use artificial scarcity, fake countdowns or designs that push users into decisions they would not freely make.

Advertising or sponsored content is identified as such. Optional commercial communications are sent only where there is an appropriate lawful basis and include a simple way to unsubscribe.

Genuine negative reviews are not removed because they are negative. Content may be rejected if it is irrelevant, unlawful, abusive, misleading, promotional or discloses personal data. Any indication of a verified purchase or incentive must reflect how the review was actually collected.

Before the final action, customers can review the products, quantities, delivery address and total amount. The final button clearly states when submission creates an obligation to pay.

After the order is recorded, confirmation is provided with its essential details. If the price or availability changes, the customer is informed before continuing to payment.

In the event of a material delay or inability to fulfil an order, we inform the customer and explain their options. We do not replace a product without prior acceptance unless a clear procedure for equivalent substitutions has been agreed.

We explain the return process, deadlines, contact methods, possible costs and statutory exceptions in an easily accessible way.

Where a right of withdrawal applies to a distance purchase, consumers may exercise it within the statutory period. Certain goods may be excluded, such as sealed products that have been unsealed and cannot be returned for genuine health or hygiene reasons.

A change of mind is distinct from receiving an incorrect, defective or non-conforming product. These cases are considered separately and handled in accordance with applicable guarantees and the customer's statutory rights.

We collect data for specific purposes, such as operating accounts, fulfilling and delivering orders, support, security and compliance with legal obligations. The dedicated privacy notice must describe the legal bases, recipients, retention periods and individuals' rights in detail.

We apply technical and organisational measures proportionate to the nature of the information and the associated risks. We do not ask customers to send us passwords or full card details by email or through social networks.

Non-essential cookies and similar technologies are activated only after the required consent has been given, with an option to change that choice later.

We design the shopping experience to be understandable, functional on different devices and as easy as possible for people with different needs. We review reports of access barriers and prioritise corrections according to their severity and practical impact.

We do not exploit age, disability, limited language knowledge or other circumstances that make it difficult for someone to assess a purchase. Messages that may reach minors do not pressure them to buy or undermine the role of a parent or guardian.

Customers can contact MareLark using the details in the footer. We record requests in a way that enables their review and aim to respond within a reasonable time.

We first seek to resolve every dispute directly, with clear information and a substantiated proposal. If no resolution is reached, we provide information about a competent recognised alternative dispute resolution body, where applicable. Attempting an out-of-court resolution does not remove the right to judicial protection.

Everyone involved in sales and customer service must know the Code's commitments. We review our practices, correct substantiated shortcomings and update this page when our operating practices change materially.