Terms of service

Last updated: August 29, 2026

1. ABOUT THESE TERMS

Welcome to Carna Online Store.

Carna Online Store is operated by Carna Medical B.V., a company registered in the Netherlands.

Throughout these Terms, “Carna”, “Carna Online Store”, “we”, “us” and “our” refer to Carna Medical B.V., where applicable.

These Terms of Service (“Terms”) govern access to and use of our website, online store, products, professional products, beauty equipment, training programs, digital content and related services (collectively, the “Services”).

Our online store is powered by Shopify.

By placing an order or otherwise entering into a contract with us, you agree to these Terms together with our Privacy Policy, Returns & Refunds Policy, Shipping & Delivery Policy and any specific conditions disclosed in relation to a particular product, service, training course or promotion.

Nothing in these Terms excludes, restricts or reduces any mandatory rights that cannot legally be excluded under applicable Dutch or European Union law.

2. CONSUMERS AND BUSINESS CUSTOMERS

Carna Online Store serves both consumers and professional customers.

A Consumer is a natural person purchasing primarily for purposes outside their trade, business, craft or profession.

A Business Customer includes beauty salons, clinics, academies, PMU artists, practitioners, distributors, resellers, companies and other persons purchasing primarily for professional or commercial purposes.

Certain statutory consumer protections, including the statutory right of withdrawal, apply only to Consumers.

We may request reasonable information to verify a customer's identity, professional status, business details, VAT information or eligibility to purchase particular professional products.

3. ACCOUNT AND CUSTOMER INFORMATION

Customers must provide accurate, complete and current information when creating an account, placing an order or communicating with us.

Customers are responsible for ensuring that billing, shipping, contact and payment information is correct.

Customers are responsible for maintaining the confidentiality of their account credentials and for activity conducted through their account.

We may suspend or restrict an account where reasonably necessary because of suspected fraud, misuse, security concerns, unlawful activity or a material breach of these Terms.

4. PRODUCT INFORMATION

We make reasonable efforts to ensure that product descriptions, specifications, photographs, prices, quantities, sizes, ingredients and other information displayed through the Store are accurate.

However, manufacturers may change packaging, labels, designs, ingredients or minor specifications from time to time.

Colors and appearance may also differ depending on a customer's screen or device.

Product images are therefore illustrative unless expressly stated otherwise.

We may correct typographical, technical, pricing or product-information errors.

Where a material error affects an order, we will act in accordance with applicable law and may contact the customer to offer an appropriate correction, alternative or refund.

Product availability is not guaranteed until an order has been accepted.

5. CUSTOMER RESPONSIBILITY FOR PRODUCT SELECTION

Customers are responsible for selecting products that are suitable for their intended purpose.

Before purchasing, the customer is responsible for reviewing the product description, specifications, size, compatibility, ingredients, intended use, warnings and other information made reasonably available.

Product descriptions, recommendations, comparisons, website content and customer-service communications are intended to assist with product selection but do not constitute a guarantee that a particular product is suitable for every individual, treatment, device or professional application.

Where product information has been accurately provided, Carna is not responsible, to the fullest extent permitted by law, for losses or additional expenses resulting solely from a customer's incorrect product selection.

For example, customers are responsible for verifying compatibility between machines, handpieces, cartridges, needles, pigments, accessories, consumables and other products before use where compatibility information is available.

This does not affect a Consumer's statutory withdrawal rights for an otherwise eligible product.

6. COSMETICS, SKINCARE, PMU PIGMENTS AND ALLERGIC REACTIONS

Individual skin types, sensitivities, allergies, medical conditions and responses to cosmetic, skincare, PMU and aesthetic products vary from person to person.

The fact that a customer has never previously experienced an allergy or sensitivity does not guarantee that an allergic or adverse reaction cannot occur.

Before using a product, customers and professional users are responsible for reviewing the product's ingredients, warnings, contraindications, instructions and intended use.

Customers with known allergies, sensitivities, skin conditions, medical conditions, pregnancy, medication use or other circumstances that may affect product suitability should obtain appropriate professional or medical advice before use where appropriate.

Where a patch test, sensitivity test or other pre-treatment test is required or recommended by the manufacturer or applicable professional practice, the customer or practitioner is responsible for performing that test correctly.

To the fullest extent permitted by applicable law, Carna is not liable for an individual allergic reaction, sensitivity, irritation, intolerance or other adverse individual response where:

the product is not defective or unsafe;

the product has been correctly labelled;

legally required warnings and information have been provided; and

the reaction is attributable to the individual's personal sensitivity, allergy, medical circumstances, use of the product or other circumstances outside Carna's control.

Customers are responsible for discontinuing use and obtaining appropriate advice if an unexpected or adverse reaction occurs.

Carna shall not, to the extent permitted by law, be responsible for adverse effects caused by incorrect use, excessive application, incorrect treatment protocol, improper combination with other products, use despite a known contraindication, inappropriate storage, use after expiry, failure to follow instructions, professional treatment error or use for a purpose for which the product was not intended.

Nothing in this section excludes liability for a defective or unsafe product, missing legally required safety information or other liability that cannot lawfully be excluded.

7. PROFESSIONAL PMU PRODUCTS

PMU machines, pigments, cartridges, sterile needles and related products may be intended for trained or professional users.

Professional purchasers are responsible for ensuring that they have the knowledge, training, insurance, permissions and professional qualifications required by applicable local law before carrying out PMU treatments.

The practitioner is responsible for their own client assessment, treatment decisions and professional practice.

This includes responsibility for reviewing medical history, allergies and contraindications; obtaining appropriate client consent; choosing appropriate pigments, cartridges and settings; maintaining hygiene and infection-control standards; following manufacturer instructions; and providing appropriate aftercare.

Carna does not control the practitioner's individual treatment decisions or working methods.

To the maximum extent permitted by law, Carna is therefore not responsible for injury, unsatisfactory treatment results, pigment results, allergic responses, scarring, infection, treatment complications or other consequences caused by the practitioner's technique, judgment, hygiene practices, client assessment, treatment protocol or failure to follow applicable instructions.

This does not exclude liability arising from a defective product or other liability that cannot lawfully be excluded.

8. PROFESSIONAL BEAUTY DEVICES AND EQUIPMENT

Certain devices and equipment available through the Store may be intended exclusively or primarily for professional use.

Customers are responsible for ensuring that they understand the intended use of the equipment and comply with applicable operating instructions, training requirements and local regulations.

Carna shall not be responsible, to the extent permitted by law, for damage or injury caused by:

incorrect installation;

incorrect device settings;

unauthorized modifications;

unauthorized repairs;

inadequate maintenance;

use of incompatible accessories or consumables;

failure to follow safety instructions;

use outside the intended purpose;

use by an inadequately trained operator; or

use contrary to applicable professional or regulatory requirements.

Commercial warranties do not cover damage resulting from misuse or circumstances excluded under the applicable warranty terms.

Mandatory statutory rights remain unaffected.

9. NO GUARANTEE OF COSMETIC OR TREATMENT RESULTS

Results from cosmetics, skincare products, PMU treatments, professional beauty products and beauty devices may differ substantially between individuals.

Unless Carna expressly provides a written guarantee for a specific result, no specific cosmetic, aesthetic, PMU, treatment, medical or commercial result is guaranteed.

Before-and-after photographs, testimonials, demonstrations, case studies, training materials and marketing materials show examples or possible results only.

They do not constitute a promise that every person will achieve the same result.

Results may depend on factors including skin type, age, health, physiology, allergies, practitioner technique, treatment settings, treatment frequency, compliance with instructions, aftercare and other circumstances outside Carna's control.

10. NO MEDICAL ADVICE

Information available through Carna Online Store, including product descriptions, educational materials, recommendations and customer-service communications, is provided for general product and educational purposes.

Unless expressly stated otherwise, such information is not medical diagnosis or individualized medical advice.

Customers with health concerns, allergies, medical conditions or uncertainty regarding the suitability of a product should obtain appropriate advice from a qualified healthcare professional before use.

11. ORDERS AND CONTRACT FORMATION

Placing an order constitutes an offer to purchase.

An automated acknowledgement that we received an order does not necessarily constitute final acceptance of that order.

We may perform reasonable payment, stock, fraud, compliance or customer verification before accepting an order.

We may refuse or cancel an order where reasonably justified, including in cases involving suspected fraud, unauthorized payment, obvious pricing errors, unavailable products, legal or regulatory restrictions, incorrect customer information or inability to deliver to the requested destination.

Where we cancel an order after receiving payment, the applicable amount will be refunded.

Nothing in this section gives Carna the right to cancel an accepted Consumer contract contrary to mandatory law.

12. PRICES, VAT AND PAYMENT

Prices displayed to Consumers include applicable VAT where required by law, unless clearly stated otherwise.

Shipping and other applicable charges are shown separately before completion of the order where applicable.

For Business Customers, prices may be displayed or agreed excluding VAT where this is clearly indicated.

Prices may change prospectively without notice, but changes do not ordinarily affect contracts already validly concluded.

Payment must be made through an accepted payment method.

We may use third-party payment and fraud-prevention providers.

Where a payment is reversed, rejected, fraudulent or unauthorized, we may suspend fulfilment and take reasonable steps to recover amounts legitimately due.

13. RETENTION OF TITLE

To the extent permitted by applicable law, ownership of goods remains with Carna Medical B.V. until the applicable purchase price and amounts due for the relevant goods have been paid in full.

This provision does not alter statutory rules concerning transfer of risk to Consumers.

14. SHIPPING AND DELIVERY

Our Shipping & Delivery Policy forms part of these Terms.

Processing and delivery times shown in the Store are estimates unless expressly confirmed as guaranteed.

Delays may occur due to carriers, customs, authorities, supply disruptions or other circumstances outside our reasonable control.

For Consumer purchases where Carna arranges the carrier, risk of accidental loss or damage remains with Carna until the Consumer or a third party designated by the Consumer, other than the carrier, physically receives the goods, except where mandatory law provides otherwise.

Where the Consumer independently commissions a carrier that was not offered by Carna, applicable statutory rules regarding transfer of risk apply.

For Business Customers, unless otherwise agreed in writing and to the extent permitted by law, risk passes to the Business Customer when the goods are handed to the carrier for transportation.

Customers are responsible for providing an accurate and complete shipping address.

Where permitted by law, additional costs caused by an incorrect or incomplete address provided by the customer may be charged to that customer.

15. INTERNATIONAL ORDERS, CUSTOMS AND IMPORT REQUIREMENTS

Carna may ship products internationally.

Customers purchasing products for delivery outside the Netherlands are responsible for determining whether the relevant product may lawfully be imported, possessed, resold or professionally used in the destination jurisdiction, except to the extent that applicable law places responsibility directly on Carna.

For deliveries outside the European Union, customs duties, import taxes, clearance fees or similar charges may apply.

Unless collected by Carna during checkout, such charges are normally the responsibility of the recipient.

Customs or regulatory authorities may inspect, delay, refuse or restrict shipments.

Carna cannot be responsible for delays caused solely by customs or local authorities where the circumstances are outside Carna's reasonable control.

16. STATUTORY RIGHT OF WITHDRAWAL FOR CONSUMERS

Consumers purchasing online generally have a statutory 14-day right of withdrawal, subject to applicable legal exceptions.

For goods, the withdrawal period generally begins in accordance with applicable law after the Consumer receives the goods.

A Consumer wishing to exercise the right of withdrawal must notify Carna within the applicable statutory period.

Consumers may exercise their withdrawal right using any legally permitted method made available by Carna, including the online withdrawal/cancellation function where applicable.

After notifying Carna of a withdrawal, eligible goods must be returned within the applicable statutory return period.

Where the customer has been informed before purchase that return shipping costs are payable by the customer, the direct cost of returning an eligible product following a standard withdrawal is borne by the customer unless Carna agrees otherwise.

Our Returns & Refunds Policy contains further information.

17. SEALED COSMETICS, PMU PIGMENTS, CARTRIDGES AND HYGIENE PRODUCTS

Certain products are supplied in sealed packaging for reasons of health protection or hygiene.

These may include, where applicable:

cosmetics and skincare products;

PMU pigments;

PMU cartridges;

sterile needles; and

other sealed hygiene-sensitive or sterile consumables.

Where such a product is not suitable for return for health-protection or hygiene reasons, the statutory right of withdrawal may cease after delivery once the customer breaks or removes the original hygiene, protective or sterile seal, in accordance with applicable law.

Customers who may wish to return such products should therefore not open, remove or break the original seal or sterile packaging.

Opening a secondary transport box that does not itself serve as the hygiene seal does not automatically remove statutory rights.

The relevant hygiene or protective seal must be the seal intended to protect the product for health or hygiene purposes.

This restriction does not affect statutory remedies where a product is defective, damaged, incorrectly supplied, unsafe or otherwise non-conforming.

18. WRONG PRODUCT PURCHASED

Customers are responsible for checking the product details before completing an order.

Where the customer accidentally orders the wrong size, product, pigment, cartridge, accessory or other item, applicable statutory Consumer withdrawal rights remain available where the product is eligible for withdrawal.

However, where a sealed hygiene-sensitive product has been opened and the statutory hygiene exception applies, the product cannot be returned merely because the customer later discovers that they selected the wrong item.

To the extent permitted by law, Carna is not responsible for business losses, treatment cancellations, lost appointments or other consequential costs arising solely because a customer purchased an incorrect product despite accurate product information having been provided.

19. RETURNS AND REFUNDS

Returns and refunds are governed by our Returns & Refunds Policy together with applicable law.

Eligible returned products should be returned in their original condition and, where reasonably possible, with original packaging, supplied accessories, components and documentation.

A Consumer may be responsible for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, where applicable law permits.

Refunds are made according to applicable statutory requirements.

For a valid full Consumer withdrawal, eligible standard outbound delivery charges will be refunded where required by law.

Any additional cost resulting from the customer choosing a more expensive delivery method than Carna's standard option need not be refunded where permitted by law.

Carna may withhold a withdrawal refund until the goods have been returned or the Consumer has supplied evidence of return, where legally permitted.

20. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

If a product arrives damaged, defective, incomplete or incorrect, customers should contact Carna as soon as reasonably possible.

We may request reasonable evidence necessary to evaluate the issue, including photographs, video, serial numbers, batch numbers and photographs of the packaging.

Customers should retain the affected product and packaging while a claim is being investigated where reasonably possible.

Customers must not deliberately alter, repair or dispose of a disputed product before Carna has had a reasonable opportunity to assess it, except where necessary for safety or where applicable law provides otherwise.

Statutory rights remain unaffected.

21. STATUTORY CONFORMITY AND WARRANTIES

Consumers have statutory rights where goods, digital content or services do not conform to the contract.

Nothing in these Terms reduces those mandatory rights.

A commercial or manufacturer's warranty is additional to statutory rights and does not replace them.

Where Carna offers a specific commercial warranty, the duration, scope and exclusions will be stated in the relevant product documentation, warranty conditions or product page.

To the extent permitted by law, commercial warranties do not cover damage caused by misuse, accidents, incorrect maintenance, unauthorized repairs, unauthorized modifications, inappropriate operating conditions, incorrect storage, incompatible consumables or failure to follow operating instructions.

Normal wear, consumables and components expected to require replacement through normal use may be subject to separate conditions where clearly disclosed and legally permitted.

22. TRAINING AND CARNA ACADEMY

Separate conditions may apply to Carna Academy courses, training programs and appointments.

Participation in or completion of training does not automatically guarantee that the participant satisfies all licensing, regulatory, insurance or professional requirements applicable in their own jurisdiction.

Unless expressly stated otherwise, a training certificate or certificate of completion does not constitute a governmental licence or independent legal authorization to perform a regulated professional activity.

Participants remain responsible for determining the legal requirements applicable to their own professional activities.

Where a Consumer expressly requests that a paid service begins during the statutory withdrawal period, statutory rules concerning payment for services already performed and possible loss of the withdrawal right following full performance may apply.

Where required by law, Carna will request the Consumer's express consent or acknowledgement before such performance begins.

23. BUSINESS CUSTOMERS

Business Customers acknowledge that purchases are made in the course of their professional or commercial activities.

Statutory Consumer withdrawal rights do not apply to Business Customers unless Carna expressly agrees otherwise.

Business Customers are responsible for assessing whether products are suitable for their commercial purposes and comply with the professional and regulatory requirements applicable to their business.

For overdue Business Customer invoices, Carna may claim applicable statutory commercial interest and reasonable collection costs to the extent permitted by law.

24. RESELLERS, DISTRIBUTORS AND COMMERCIAL REPRESENTATION

Purchasing products from Carna Online Store does not by itself grant any dealership, distributorship, agency, franchise, territorial exclusivity or official reseller status.

No customer may represent themselves as an official Carna, Hubislab, Face Republic, Goochie, Mastor or other brand distributor, dealer or representative merely because they purchased products through the Store.

Official commercial representation, distribution rights or exclusivity exist only where expressly agreed through a separate written agreement with the appropriate rights holder or Carna Medical B.V.

25. INTELLECTUAL PROPERTY

The Store and its content, including trademarks, logos, graphics, text, photographs, videos, layouts, training material and other content, are owned by or licensed to Carna Medical B.V. or their respective rights holders unless stated otherwise.

Third-party trademarks including Hubislab, Face Republic, Goochie, Mastor and Shopify remain the property of their respective owners.

Purchasing a product does not transfer intellectual property rights to the purchaser.

No person may reproduce, commercially distribute, copy, modify or use protected Carna content or branding in a manner that falsely implies authorization, partnership or affiliation without appropriate permission.

26. REVIEWS, PHOTOGRAPHS AND CUSTOMER CONTENT

Customers who submit reviews, photographs, testimonials or other material confirm that they have the right to provide that material.

Where content is voluntarily submitted for publication or promotional use, the customer grants Carna a non-exclusive, worldwide, royalty-free licence to use, reproduce and display that content for operating and promoting Carna's business, subject to applicable privacy law and any specific agreement with the customer.

We may remove fraudulent, unlawful, defamatory, abusive, misleading or otherwise inappropriate content.

27. PRODUCT SAFETY AND RECALLS

If Carna, a manufacturer, competent authority or other responsible party issues a product-safety warning, recall or corrective action, customers must follow the relevant safety instructions.

Customers should discontinue use of a product where instructed to do so.

Business Customers who have supplied an affected product onward to their own customers should cooperate with reasonable safety or recall measures where required by law.

Nothing in this section limits Carna's mandatory obligations concerning product safety.

28. THIRD-PARTY SERVICES AND SHOPIFY

Carna Online Store is powered by Shopify.

Purchases made through the Store are concluded with Carna Medical B.V., not Shopify.

Shopify and other third-party providers may supply hosting, payment processing, analytics, logistics, marketing or technical services.

Use of third-party services may also be subject to the relevant provider's own terms and privacy notices.

29. PROHIBITED USE

The Store and Services may not be used for unlawful, fraudulent, malicious or abusive purposes.

Customers may not attempt to compromise Store security, use unauthorized payment information, impersonate another person, introduce malicious software, infringe intellectual property rights or otherwise use the Services contrary to applicable law.

Carna may suspend or terminate access where reasonably necessary to protect Carna, customers, third parties or the security of the Store.

30. LIMITATION OF LIABILITY – CONSUMERS

Nothing in these Terms excludes or limits liability where exclusion or limitation is prohibited by applicable Dutch or European law.

In particular, these Terms do not exclude mandatory Consumer rights or statutory liability for defective or unsafe products where such liability applies.

Subject to those mandatory rights, Carna is not responsible for loss or damage to the extent that the loss results from circumstances attributable to the customer, professional practitioner or another third party.

Such circumstances may include incorrect product selection, known allergies, failure to review ingredients or warnings, ignoring contraindications, incorrect application, incorrect settings, professional treatment errors, unauthorized modification, improper storage, use after expiry, incompatible products or components, failure to follow safety instructions or use outside the intended purpose.

Where both Carna and another person have legally contributed to a loss, responsibility shall be determined in accordance with applicable law.

31. LIMITATION OF LIABILITY – BUSINESS CUSTOMERS

For Business Customers, and to the maximum extent permitted by applicable law, Carna shall not be liable for indirect, incidental or consequential commercial losses, including loss of profit, revenue, turnover, customers, goodwill, appointments, business opportunities, anticipated savings, production, contracts or business interruption.

To the maximum extent legally permitted, Carna's total contractual liability to a Business Customer arising from a specific product, service or order shall not exceed the amount actually paid to Carna for the product or service giving rise to the claim.

Where Carna has applicable liability insurance covering the relevant claim, liability may instead be limited to the amount actually paid by the insurer for that claim, where permitted by law.

These limitations do not apply where liability cannot legally be limited, including where applicable in cases of intentional misconduct or other mandatory statutory liability.

32. BUSINESS CUSTOMER INDEMNITY

To the maximum extent permitted by law, a Business Customer shall indemnify Carna against third-party claims, losses and reasonable costs arising directly from that Business Customer's:

incorrect professional treatment;

failure to assess their own client;

breach of hygiene or professional standards;

misuse of products or equipment;

unauthorized claims or advertising;

violation of applicable laws;

unauthorized modification of Carna products;

or representation that they are an authorized distributor, dealer or agent without authorization.

This indemnity does not apply to the extent that a third-party claim results from a defective product, Carna's own legally attributable conduct or other circumstances for which Carna's liability cannot legally be excluded.

33. FORCE MAJEURE AND EVENTS OUTSIDE OUR CONTROL

Carna is not liable for delay or failure to perform caused by circumstances outside its reasonable control, to the extent permitted by law.

Such circumstances may include major transport disruption, natural disasters, governmental actions, customs restrictions, war, civil unrest, epidemics, infrastructure failures, telecommunications failures, supplier interruptions and comparable events.

Carna will take reasonable steps to limit the effect of such circumstances where practicable.

Mandatory Consumer rights concerning delivery, cancellation and refunds remain unaffected.

34. ERRORS AND AVAILABILITY

We reserve the right to correct obvious typographical, technical and administrative errors.

A product becoming unavailable after an order is placed may make fulfilment impossible.

Where an accepted order cannot be fulfilled, Carna will provide the remedy required by applicable law.

Carna is not required to honour an obviously incorrect price where, under applicable law, the customer knew or reasonably should have understood that the price resulted from an obvious error.

35. PRIVACY

Personal information is handled in accordance with our Privacy Policy.

Our Store is powered by Shopify, which also processes certain personal information as described in our Privacy Policy and Shopify's applicable privacy documentation.

36. CHANGES TO THESE TERMS

Carna may update these Terms for future transactions from time to time because of operational, legal, regulatory or commercial changes.

Changes apply prospectively unless applicable law provides otherwise.

The Terms applicable to an existing completed transaction will generally be those that applied when that contract was concluded.

Where notification of changes is legally required, Carna will provide such notification.

37. SEVERABILITY

If any provision of these Terms is determined to be invalid, unlawful or unenforceable, that provision shall be limited or interpreted to the extent necessary under applicable law.

The remaining provisions shall remain effective.

38. NO WAIVER

Failure by Carna to exercise a right or remedy immediately does not constitute a waiver of that right or remedy.

39. GOVERNING LAW AND JURISDICTION

These Terms and contracts concluded through Carna Online Store are governed by the laws of the Netherlands.

For Consumers residing in another country, this choice of law does not deprive the Consumer of mandatory protections that would otherwise apply under applicable law.

Consumer disputes may be brought before courts having jurisdiction under applicable Dutch and European rules.

For Business Customers, unless otherwise agreed in writing and to the extent legally permitted, disputes shall be submitted to the competent court in the Netherlands having jurisdiction for Carna Medical B.V.

40. COMPLAINTS

Customers with a complaint concerning an order, product or service should contact Carna so that we have an opportunity to investigate the matter.

We may request reasonable information necessary to assess the complaint.

Nothing in this section prevents a Consumer from exercising statutory rights or using any competent authority, court or dispute-resolution mechanism available under applicable law.

41. ENTIRE AGREEMENT

These Terms, together with our Privacy Policy, Returns & Refunds Policy, Shipping & Delivery Policy and any specific terms presented in relation to a product, warranty, promotion, training course or service, form the contractual framework applicable to purchases through Carna Online Store.

Where a Business Customer is subject to a separately executed distribution, dealership, sales, franchise, training or other commercial agreement, that agreement will take precedence to the extent expressly provided in it.