ENGONUS is a brand of Digitalwave Innovations SL NIF: B44663789
- GENERAL INFORMATION
The ownership of this website Engonus, (hereinafter Website) is held by: , and whose
contact details are:
DigitalWave Innovations SL
VAT NO: B44663789
Address: San Andrés 36, 1º, 03160 Almoradí, Alicante, Spain
Contact telephone number: +34 667 93 64 50
Contact email: info@engonus.es
This document (as well as other documents mentioned herein) regulates the conditions
governing the use of this Website (Engonus) and the purchase or acquisition of products
and/or services on it (hereinafter, Conditions).
For the purposes of these Conditions, it is understood that the activity that
https://engonus.es carries out through the Website includes:
IMAGE SCANNING APPARATUS; BARCODE SCANNERS; IMAGE SCANNERS;
SCANNERS; AUTOMOTIVE DIAGNOSTIC SCANNERS; AUTOMOTIVE
DIAGNOSTIC SCANNERS; IRIS BIOMETRIC SCANNERS; BARCODE
SCANNERS; PORTABLE DOCUMENT SCANNERS; INPUT SCANNERS;
FREQUENCY SCANNERS; FINGERPRINT SCANNERS; FINGERPRINT
SCANNERS; FINGERPRINT SCANNERS; FINGERPRINT SCANNERS;
FINGERPRINT SCANNERS; FINGERPRINT SCANNERS; FINGERPRINT
SCANNERS; FINGERPRINT SCANNERS; FINGERPRINT SCANNERS;
FINGERPRINT SCANNERS; FINGERPRINT SCANNERS; FINGERPRINT
SCANNERS; FINGERPRINT SCANNERS; FINGERPRINT SCANNERS;
FINGERPRINT SCANNERS; BAR CODE SCANNERS; DIGITISATION
SCANNERS; PORTABLE DOCUMENT SCANNERS; INPUT SCANNERS;
FREQUENCY SCANNERS; FINGERPRINT SCANNERS; INFRARED SCANNERS;
LUMINESCENCE SCANNERS; FULL BODY X-RAY SCANNERS FOR
SECURITY PURPOSES; X-RAY SCANNERS [OTHER THAN FOR MEDICAL
USE]; DIGITAL INPUT AND OUTPUT SCANNERS; ELECTRONIC SCANNERS;
SCANNERS [DATA PROCESSING EQUIPMENT]; DIGITAL GRAPHIC
SCANNERS; HAND-HELD SCANNERS; OPTICAL SCANNERS; SCANNERS FOR
PRINTING PLATES; SCANNERS [COMPUTER PERIPHERALS]; PORTABLE
SCANNERS; PORTABLE THREE-DIMENSIONAL SCANNERS; 3D SCANNERS;
3D SCANNERS; SCANNER MICE; SENSORS, MANAGEMENT SOFTWARE,
APPS AND CLOUD SERVICES
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In addition to reading these Conditions, before accessing, browsing and/or using this
website, the User must have read the Legal Notice and the General Conditions of Use,
including the cookies policy and the privacy and data protection policy of
https://engonus.es. By using this Website or by making and/or requesting the purchase
of a product and/or service through it, the User agrees to be bound by these Conditions
and by all of the above, so if you do not agree with all of the above, you should not use
this Website.
We also inform you that these Conditions may be modified. The User is responsible for
consulting them each time he/she accesses, browses and/or uses the Website, as those in
force at the time the purchase of products and/or services is requested will be
applicable.
For all questions that the User may have in relation to the Conditions, he/she can
contact the owner using the contact details provided above or, where appropriate, using
the contact form. - THE USER
Access, browsing and use of the Website confers the condition of user (hereinafter
referred to, indistinctly, individually as User or jointly as Users), and therefore, from the
moment browsing the Website begins, all the Conditions established herein are
accepted, as well as their subsequent modifications, without prejudice to the application
of the corresponding legal regulations of obligatory compliance as the case may be.
The User assumes responsibility for the correct use of the Website. This responsibility
extends to:
o Use this Website only to make legally valid enquiries and purchases or
acquisitions.
o Do not make any false or fraudulent purchases. If it could reasonably be
considered that such a purchase has been made, it may be cancelled and
the relevant authorities will be informed.
o Provide truthful and lawful contact details, e.g. e-mail address, postal
address and/or other details (see Legal Notice and General Conditions of
Use).
The User declares that he/she is over 18 years of age and has the legal capacity to enter
into contracts through this Website.
The User may, at his/her choice, formalise the contract of sale of the desired products
and/or services with https://engonus.es in any of the languages in which these
Conditions are available on this Website. - PURCHASE OR ACQUISITION PROCESS
We sell to shops, businesses and companies. If you are a private individual and wish to
buy our products as a natural person and not as a business, please let us know.
Duly registered Users may purchase on the Website by the means and in the manner
established. They must follow the Engonus online purchase and/or acquisition
procedure, during which various products and/or services can be selected and added to
the shopping cart, basket or final purchase space and, finally, click on: “Buy, pay now,
Get immediate access, finance”.
Likewise, the User must fill in and/or check the information requested at each step,
although, during the purchase process, before making the payment, the purchase details
may be modified.
Subsequently, the User will receive an e-mail confirming that https://engonus.es has
received their order or request for purchase and/or provision of the service, i.e.
confirmation of the order. And, where appropriate, the User will also be informed by email when their purchase is being dispatched. Where appropriate, this information may
also be made available to the User via his or her personal connection space on the
Website.
Once the purchase procedure has been completed, the User consents to the Website
generating an electronic invoice that will be sent to the User by e-mail and, where
appropriate, through his/her personal connection space on the Website. Likewise, the
User may, if he/she so wishes, obtain a paper copy of his/her invoice by requesting it
from https://engonus.es using the contact spaces on the Website or via the contact
details provided above.
The User acknowledges being aware, at the time of purchase, of certain particular
conditions of sale concerning the product and/or service in question and which are
shown together with the presentation or, where appropriate, image of the same on its
page on the Website, indicating, by way of example, but not exhaustively, and on a
case-by-case basis: name, price, components, weight, quantity, colour, details of the
products, or characteristics, the way in which they will be carried out and/or the cost of
the services; and acknowledges that the placing of the purchase order or acquisition
materialises the full and complete acceptance of the particular conditions of sale
applicable to each case.
The communications, purchase orders and payments involved in transactions carried out
on the Website may be archived and kept in the computerised records of
https://engonus.es in order to constitute a means of proof of the transactions, in any
case, respecting reasonable security conditions and the applicable laws and regulations
in force in this regard, and particularly in compliance with Regulation (EU) 2016/679 of
the European Parliament and of the Council of 27 April 2016, on the protection of
natural persons with regard to the processing of personal data and on the free movement
of such data (GDPR) and Organic Law 3/2018, of 5 December, on the Protection of
Personal Data and the guarantee of digital rights, and the rights of Users in accordance
with the privacy policy of this Website.
Our products are shipped directly from the factory. Our manufacturers are in different
countries, so the transit times are usually a few days, and there are also customs
formalities. If we do not indicate otherwise, we manage all these procedures, taxes and
permits in Customs. - AVAILABILITY
All purchase orders received by https://engonus.es through the Website are subject to
the availability of the products and/or that no circumstance or force majeure (clause
nine of these Conditions) affects the supply of the products and/or the provision of the
services. In the event of difficulties in the supply of products or products not being in
stock, https://engonus.es undertakes to contact the User and refund any amount that may
have been paid by way of payment. This shall also apply in cases where the provision of
a service becomes unfeasible. - PRICES AND PAYMENT
The prices displayed on the Website are final prices, in Euros (€) and do not include
taxes, unless otherwise specified and applied by law, especially with regard to VAT.
Shipping costs are included in the final prices of the products as shown on the Website.
Thus, https://engonus.es performs delivery and/or shipping services through:
DigitalWave Innovations SL, DHL, UPS, Correos, MRW, Envialia.
Under no circumstances will the Website automatically add additional costs to the price
of a product or service, but only those that the User has voluntarily and freely selected
and chosen.
Prices may change at any time, but any changes will not affect orders or purchases in
respect of which the User has already placed an order.
The accepted means of payment will be: Credit or debit card, PayPal, and bank transfer.
The User may also pay all or part of the purchase price with a gift card and/or a
subscription card issued by https://engonus.es and/or DigitalWave Innovations SL.
https://engonus.es uses all means to ensure the confidentiality and security of payment
data transmitted by the User during transactions via the Website. As such, the Website
uses a secure payment system SSL (Secure Socket Layer).
Credit cards are subject to verification and authorisation by the issuing bank. If the
issuing bank does not authorise payment, https://engonus.es shall not be liable for any
delay or non-delivery and shall not be able to enter into any contract with the User.
Once https://engonus.es receives the purchase order from the User through the Website,
a pre-authorisation will be made on the corresponding card to ensure that there are
sufficient funds to complete the transaction. The card will be charged at the time the
User is sent confirmation of shipment and/or confirmation of the service being provided
in the manner and, where applicable, place established.
If the means of payment is PayPal, gift card or credit card, the charge will be made
when https://engonus.es sends a confirmation of the purchase order or purchase of
products and/or services to the User.
In any case, by clicking on “Buy, pay now, get immediate access, finance” the User
confirms that the payment method used is his or her own, or that, where applicable, he
or she is the legitimate holder of the gift card or subscription card.
Purchase orders or purchases in which the User selects bank transfer as a means of
payment will be reserved for 5 calendar days from the order confirmation in order to
allow sufficient time for the bank transfer to be taken into account by the payment
system used by https://engonus.es for the Website. When the system receives the bank
transfer, the order will be prepared and processed for shipment.
Using this payment method, the User must ensure that he/she enters the exact amount of
the purchase order correctly, as well as the account number and the transfer reference.
In case of error, https://engonus.es will not be able to validate the order, which will be
cancelled.
The products we sell belong to manufacturers in many cases outside our territory. In this
case there are customs and taxes. Our prices in Spain include these costs. Please note
that it is possible that for reasons beyond our control and due to customs issues, there
may be small delays resulting from inspections or reviews of the goods by Customs. - DELIVERY
In cases where physical delivery of the contracted goods is required, deliveries shall be
made within the following territory: World-wide
With the exception of those cases in which there are unforeseen or extraordinary
circumstances or, where appropriate, arising from the personalisation of the products,
the purchase order consisting of the products listed in each purchase confirmation will
be delivered within the period indicated on the Website according to the shipping
method selected by the User and, in any case, within a maximum period of 30 calendar
days from the date of the order confirmation.
If for any reason, for which it is responsible, https://engonus.es is unable to meet the
delivery date, it will contact the User to inform him/her of this circumstance and the
User may choose to continue with the purchase by setting a new delivery date or cancel
the order with a full refund of the price paid. In any case, home deliveries are made on
working days.
If it is impossible to deliver the order due to the User’s absence, the order may be
returned to the warehouse. However, the carrier will leave a notice explaining where the
order is and how to have it redelivered.
If the User is not going to be at the place of delivery at the agreed time, he/she should
contact https://engonus.es to arrange delivery on another day.
In the event that 30 days have elapsed since your order is available for delivery, and it
has not been delivered for reasons not attributable to https://engonus.es,
https://engonus.es will understand that the User wishes to withdraw from the contract
and the contract will be deemed to be terminated. As a consequence of the termination
of the contract, all payments received from the User will be refunded, with the
exception of the additional costs resulting from the User’s own choice of a delivery
method other than the least expensive ordinary delivery method offered by the Website,
without any undue delay and, in any case, within a maximum period of 14 calendar days
from the date on which the contract is deemed to be terminated.
However, the User must bear in mind that the transport derived from the resolution may
have an additional cost that may be charged to the User.
For the purposes of these Conditions, delivery shall be deemed to have taken place or
the order to have been delivered at the moment when the User or a third party indicated
by the User acquires material possession of the products, which shall be evidenced by
the signature of the receipt of the order at the agreed delivery address.
The risks that may arise from the products shall be borne by the User from the moment
of delivery. The User acquires ownership of the products when https://engonus.es
receives full payment of all amounts due in relation to the purchase or acquisition made,
including shipping costs, or at the time of delivery, if this takes place at a later time than
the full receipt of the amount paid by https://engonus.es.
In accordance with the provisions of Law 37/1992 of 28 December 1992 on Value
Added Tax (VAT), purchase orders for delivery and/or service shall be understood to be
located in the territory where Spanish VAT applies if the delivery address is in Spanish
territory except for the Canary Islands, Ceuta and Melilla. The applicable VAT rate will
be that legally in force at any given time depending on the specific article in question. - TECHNICAL MEANS TO CORRECT ERRORS
The User is informed that in the event that he/she detects that an error has occurred
when entering the data necessary to process his/her purchase request on the Website,
he/she may modify them by contacting https://engonus.es through the contact spaces
provided on the Website, and, where appropriate, through those provided for contacting
customer service, and/or using the contact details provided in the first clause (General
Information). Likewise, this information may also be corrected by the User through his
or her personal connection space on the Website.
In any case, the User, before clicking on “Buy, pay now, get immediate access,
finance”, has access to the space, cart, or basket where their purchase requests are
recorded and can make modifications.
Similarly, the User is referred to consult the Legal Notice and General Conditions of
Use and, specifically, the Privacy Policy to obtain more information on how to exercise
their right of rectification as established in Regulation (EU) 2016/679 of the European
Parliament and of the Council of 27 April 2016 on the protection of natural persons with
regard to the processing of personal data and on the free movement of such data
(RGPD) and in Organic Law 3/2018 of 5 December on the Protection of Personal Data
and the guarantee of digital rights. - RETURNS
In cases where the User purchases products on or through the Website of the Owner, the
User is entitled to a number of rights, as listed and described below:
Right of withdrawal
Our products are sold to companies, therefore the right of withdrawal does not apply.
The User, as a consumer and user, makes a purchase on the Website and therefore has
the right to cancel the purchase within 14 calendar days without giving any reason.
This withdrawal period shall expire 14 calendar days after the day on which the User or
a third party authorised by the User, other than the carrier, acquires material possession
of the goods purchased on the https://engonus.es Website, or in the event that the goods
making up the order are delivered separately, 14 calendar days from the day on which
the User or a third party authorised by the User, other than the carrier, acquired material
possession of the last of these goods making up the same purchase order, or in the case
of a service contract, 14 calendar days from the day on which the contract was
concluded.
To exercise this right of withdrawal, the User must notify their decision to
https://engonus.es. They may do so, where appropriate, through the contact spaces
provided on the Website.
The User, regardless of the means chosen to communicate their decision, must clearly
and unequivocally express that it is their intention to withdraw from the purchase
contract. In any case, the User may use the model withdrawal form that
https://engonus.es makes available as an annexed part of these Conditions, however, its
use is not obligatory.
In order to comply with the withdrawal period, it is sufficient that the communication
unequivocally expressing the decision to withdraw is sent before the expiry of the
withdrawal period.
In case of withdrawal, https://engonus.es will reimburse the User all payments received,
including shipping costs (with the exception of the additional costs chosen by the User
for a shipping method other than the least expensive method offered on the Website)
without undue delay and, in any case, no later than 14 calendar days from the date on
which https://engonus.es is informed of the User’s decision to withdraw.
https://engonus.es will reimburse the User using the same payment method used by the
User to make the initial purchase transaction. This refund will not generate any
additional cost to the User. However, https://engonus.es may withhold such
reimbursement until it has received the products or items of the purchase, or until the
User provides proof of their return, depending on which condition is met first.
The User can return or send the products to https://engonus.es at: San Andrés 36 1º,
03160 Almoradí-Alicante-Spain
It shall do so without undue delay and in any event not later than 14 calendar days from
the date on which https://engonus.es was informed of the withdrawal decision.
The User acknowledges being aware that he/she shall bear the direct cost of returning
the goods (transport, delivery), should any be incurred. In addition, he/she shall be
liable for any diminished value of the products resulting from handling other than that
necessary to establish the nature, characteristics and functioning of the goods.
The User acknowledges that there are exceptions to the right of withdrawal, as set out in
article 103 of Royal Legislative Decree 1/2007, of 16 November, which approves the
revised text of the General Law for the Defence of Consumers and Users and other
complementary laws. By way of example, and not exhaustively, this would be the case
of: personalised products; products that may deteriorate or expire quickly; music or
video CDs/DVDs without their packaging, as sealed at the factory; products that for
reasons of hygiene or health are sealed and have been unsealed after delivery.
The same applies to the provision of a service that the User may contract on this
Website, as this same Law establishes that Users will not have the right of withdrawal
when the provision of the service has been fully executed, or when it has begun, with
the express consent of the consumer and user and with the acknowledgement on their
part that they are aware that, once the contract has been fully executed by
https://engonus.es, they will have lost their right of withdrawal.
In any case, no refund will be made if the product has been used beyond the mere
opening of the product, of products that are not in the same condition in which they
were delivered or that have suffered any damage after delivery.
The products must also be returned using or including all their original packaging,
instructions and other accompanying documents, as well as a copy of the purchase
invoice.
The Model Cancellation Form can be downloaded at the following link:
https://engonus.es/devoluciones
Return of defective products or delivery error
These are all those cases in which the User considers that, at the time of delivery, the
product does not conform to what was stipulated in the contract or purchase order, and
should therefore contact https://engonus.es immediately and inform them of the existing
disagreement (defect/error) by the same means or using the contact details provided in
the previous section (Right of Withdrawal).
The User will then be informed on how to proceed with the return of the products, and
these, once returned, will be examined and the User will be informed, within a
reasonable period of time, whether the refund or, if applicable, the replacement of the
product is appropriate.
The refund or replacement of the product will be made as soon as possible and in any
case within 14 days from the date on which we send you an e-mail confirming the
refund or replacement of the non-conforming item.
The amount paid for those products that are returned because of a defect, when it really
exists, will be refunded in full, including delivery costs and the costs that the User may
have incurred to make the return. The refund will be made by the same means of
payment that the User used to pay for the purchase.
In any case, the rights recognised in the legislation in force at any given time for the
User, as a consumer and user, shall always apply.
Guarantees
The User, as a consumer and user, enjoys guarantees on the products that he/she may
acquire through this Website, in the terms legally established for each type of product,
and https://engonus.es shall therefore be liable for any lack of conformity of the same
that becomes apparent within a period of two years from the delivery of the product.
In this sense, it is understood that the products are in conformity with the contract
provided that: they conform to the description made by https://engonus.es and possess
the qualities presented therein; they are suitable for the uses to which products of the
same type are normally intended; and they present the usual quality and performance of
a product of the same type and that they are fundamentally expected of the same. When
this is not the case with regard to the products delivered to the User, the User must
proceed as indicated in the section Return of defective products or delivery errors.
However, some of the products marketed on the Website may present nonhomogeneous characteristics as long as these derive from the type of material from
which they have been manufactured, and which will therefore form part of the
individual appearance of the product, and will not be a defect.
On the other hand, it may be the case that the User acquires a product of a brand or
manufactured by a third party on the Website. In this case, and considering that the User
is dealing with a defective product, he/she also has the possibility of contacting the
brand or manufacturer responsible for the product to find out how to exercise his/her
legal warranty rights directly against them during the two years following the delivery
of the said products. In order to do so, the User must have retained all information
regarding the warranty of the products.
However, to find out more about the After-Sales Service that https://engonus.es offers
to the Users of the Website, you can consult it here: https://engonus.es/soporte - DISCLAIMER OF LIABILITY
Unless otherwise provided by law, https://engonus.es accepts no liability for the
following losses, irrespective of their origin:
o any losses which were not attributable to any breach by it;
o business losses (including loss of business profits, revenue, contracts
anticipated savings, data, loss of goodwill or unnecessary expenses
incurred); or of
o any other indirect loss which was not reasonably foreseeable by both
parties at the time the contract of sale of the goods was concluded
between them.
Likewise, https://engonus.es also limits its liability in the following cases:
o https://engonus.es applies all measures to provide a faithful display of the
product on the Website, however, it is not responsible for the slightest
differences or inaccuracies that may exist due to lack of screen
resolution, or problems of the browser used or others of this nature.
o https://engonus.es will act with the utmost diligence in order to provide
the company in charge of transporting the product that is the object of the
purchase order. However, it is not responsible for damages resulting
from a malfunction of the transport, especially for causes such as strikes,
road delays, and in general any other typical of the sector, resulting in
delays, loss or theft of the product.
o Technical failures that, due to fortuitous or other causes, prevent the
normal operation of the service via the Internet. Lack of availability of
the website for maintenance or other reasons, which prevents the
availability of the service. https://engonus.es puts all the means at its
disposal for the purpose of carrying out the process of purchase, payment
and shipping/delivery of products, however it disclaims liability for
causes that are not attributable to it, fortuitous event or force majeure.
o https://engonus.es shall not be held responsible for the misuse and/or
wear and tear of the products used by the User. At the same time,
https://engonus.es shall not be held responsible for an erroneous return
made by the User. It is the responsibility of the User to return the correct
product.
o In general, https://engonus.es shall not be liable for any failure or delay
in the performance of any of the obligations assumed, when such failure
or delay is due to events beyond its reasonable control, i.e. due to force
majeure, which may include, but is not limited to, force majeure:
Strikes, lockouts or other industrial action.
Civil commotion, riot, invasion, terrorist threat or attack,
war (declared or undeclared) or threat or preparation for
war.
Fire, explosion, storm, flood, earthquake, subsidence,
epidemic or any other natural disaster.
Inability to use trains, ships, planes, motor transport or
other means of transport, public or private.
Inability to use public or private telecommunications
systems.
Acts, decrees, legislation, regulations or restrictions of
any government or public authority.
Thus, the obligations will be suspended for the period during which the force majeure
continues, and https://engonus.es will have an extension of the deadline for performance
for a period of time equal to the duration of the force majeure. https://engonus.es will
use all reasonable means to find a solution that will enable it to meet its obligations
despite the force majeure. - WRITTEN COMMUNICATIONS AND NOTIFICATIONS
By using this Website, the User accepts that most communications with
https://engonus.es will be electronic (e-mail or notices posted on the Website).
For contractual purposes, the User consents to use this electronic means of
communication and acknowledges that all contracts, notifications, information and other
communications sent electronically by https://engonus.es comply with the legal
requirements of being in writing. This condition shall not affect the rights recognised by
law to the User.
The User may send notifications and/or communicate with https://engonus.es through
the contact details provided in these Conditions and, where appropriate, through the
contact spaces on the Website.
Likewise, unless otherwise stipulated, https://engonus.es may contact and/or notify the
User by e-mail or at the postal address provided. - RESIGNATION
No waiver by https://engonus.es of any specific legal right or remedy or failure by
https://engonus.es to require strict performance by the User of any of its obligations
shall constitute or waive any other right or remedy arising out of any contract or the
Conditions, or relieve the User from compliance with its obligations.
No waiver by https://engonus.es of any of these Terms or of any rights or remedies
under any contract shall be effective unless it is expressly stated to be a waiver and is
made and communicated to the User in writing. - NULLITY
Should any of these Conditions be declared null and void by a final decision of a
competent authority, the remaining clauses shall remain in force, without being affected
by such declaration of nullity. - FULL AGREEMENT
These Terms and Conditions and any documents expressly referred to herein constitute
the entire agreement between the User and https://engonus.es in relation to the subject
matter of the sale and purchase and supersede all prior agreements, understandings or
promises made orally or in writing by the same parties.
The User and https://engonus.es acknowledge that they have consented to the
conclusion of a contract without having relied on any statement or promise made by the
other party, except as expressly mentioned in these Conditions. - DATA PROTECTION
The information or data of a personal nature that the User provides to https://engonus.es
in the course of a transaction on the Website will be processed in accordance with the
provisions of the Privacy Policy or data protection policy (contained, where applicable,
in the Legal Notice and General Conditions of Use). By accessing, browsing and/or
using the Website, the User consents to the processing of such information and data and
declares that all information or data provided is true. - APPLICABLE LAW AND JURISDICTION
Access to, browsing and/or use of this Website and contracts for the purchase of
products through it shall be governed by Spanish law.
Any controversy, problem or disagreement arising from or related to the access,
navigation and/or use of the Website, or to the interpretation and execution of these
Conditions, or to the sales contracts between https://engonus.es and the User, shall be
submitted to the non-exclusive jurisdiction of the Spanish courts and tribunals. - COMPLAINTS AND CLAIMS
The User may send any complaints, claims or other comments to https://engonus.es via
the contact details provided at the beginning of these Conditions (General Information).
In addition, https://engonus.es has official complaint forms available to consumers and
users, which they can request from https://engonus.es at any time, using the contact
details provided at the beginning of these Conditions (General Information).
Furthermore, if a dispute arises from the conclusion of this purchase contract between
https://engonus.es and the User, the User as a consumer may request out-of-court
dispute resolution in accordance with Regulation (EU) 524/2013 of the European
Parliament and of the Council of 21 May 2013 on the settlement of consumer disputes
online and amending Regulation (EC) 2006/2004 and Directive 2009/22/EC. You can
access this method via the following website: https://ec.europa.eu/consumers/odr/