Effective date: 23 June 2026

1. Seller

Orders are sold by Cognis Demo (brand: Demo Brand). Questions: support@demo-store.cognissuite.com.

2. Delivery areas; duties and taxes

We ship to the destinations shown at checkout. We may exclude certain PO boxes, military addresses, or regions subject to sanctions or carrier limitations.

Import charges. Whether import duties, taxes, customs brokerage, and related fees are included in the price or charged separately is stated at checkout for your shipping destination. If checkout does not clearly say that such charges are prepaid or included, you should assume you or the recipient must pay them (and any carrier advance fees) before customs release, unless mandatory law in your country provides otherwise.

3. Order processing

Orders are processed on business days unless stated otherwise. Processing time is separate from transit time. High-volume periods, inventory checks, payment verification, or address validation may add delay. We will notify you of material delays when practicable.

4. Carriers and service levels

We ship via third-party carriers (e.g. national post, parcel networks). Available service levels, tracking, and signature requirements are shown at checkout. Carrier performance, routing, and delivery attempts are controlled by the carrier subject to their terms.

5. Timelines and estimates

Delivery estimates are shown before you pay and are not guaranteed. Weather, customs, strikes, high season volumes, incorrect addresses, failed delivery attempts, or force majeure may extend timelines. Refunds for late delivery follow our returns/refunds policy and applicable consumer law.

6. Shipping costs

Costs, if any, are displayed at checkout and may depend on service level, weight, dimensions, and destination. Free shipping thresholds, if advertised, apply only where clearly stated and before taxes where applicable.

7. Split shipments & pre-orders

We may fulfill orders in multiple parcels. You will not be charged extra shipping for split shipments caused by us unless disclosed at checkout. Pre-ordered items ship when stock is available; estimated ship dates are non-binding.

8. Risk of loss; title

Risk of loss passes to you upon delivery to the carrier unless mandatory consumer law in your country provides otherwise (for many EU/EEA consumer sales, goods remain at our risk until they come into your physical possession). Title passes in accordance with the sale contract and applicable law.

9. Failed delivery & undeliverable packages

If a carrier cannot deliver (wrong address, refusal, no safe drop-off), the package may be returned to us. Additional shipping may be charged for re-shipment. Abandoned returns may be treated according to carrier rules.

10. Order tracking and notifications

When your order ships, we send a dispatch confirmation to the email address on your order. Where the carrier provides tracking, we include a tracking number or link in that email and on your order status page.

Tracking updates are supplied by the carrier and may appear with a delay or stop updating before delivery. A lack of recent tracking activity does not necessarily mean your parcel is lost. Delivery notifications, where available, are sent to the same email address.

If you have not received dispatch confirmation within the processing window shown at checkout, contact support@demo-store.cognissuite.com with your order number.

11. Address accuracy and changes

You are responsible for providing a complete and accurate delivery address, including any required apartment, unit, or access codes. Review your address carefully before you pay.

Contact us as soon as possible if you need to correct an address before dispatch. Once a parcel has been handed to the carrier, we may be unable to change the delivery address. Additional shipping or handling fees may apply if a parcel is returned or must be re-shipped because of an address error.

12. Peak periods and holidays

During peak shopping periods, promotional events, public holidays, or carrier network disruptions, processing and transit times may be longer than usual. Delivery estimates shown at checkout may be extended during these periods.

Place time-sensitive orders early where possible. We will communicate known delays when practicable and update estimates on your order where we can.

EU/EEA consumers

If you are a consumer in the European Union or European Economic Area, mandatory rules on distance sales and consumer sales apply in addition to this policy. In outline (national law and court interpretation may vary):

• Delivery time: We must deliver without undue delay and at the latest within the time we specify; if no time is stated, a default period under EU rules may apply. If we do not deliver on time, you may be entitled to insist on delivery within an additional period we agree, or in some cases to cancel and be refunded.
• Loss or damage in transit: Until the goods are in your possession, they are often at our risk; you may have remedies if goods are lost or damaged before delivery to you.
• Conformity: Goods must match the contract description, sample, and purpose. Legal remedies for lack of conformity (repair, replacement, price reduction, termination) are governed by EU directives as implemented locally.

Where this policy conflicts with non-waivable EU/EEA consumer law, that law prevails.

Canada

Canadian consumer protection is primarily provincial and territorial. Depending on where you live, you may have rights relating to unfair practices, delivery representations, or contract terms in addition to any policies we publish.

Import charges. For shipments into Canada, GST/HST/PST, customs duties, and brokerage fees may be assessed by the border agency and carrier. Unless checkout explicitly states that these are prepaid or included, you should assume you or the recipient will pay them before release of the goods. We aim to show applicable terms clearly before you pay.