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Terms and conditions

General Terms and Conditions (AGB)

General terms and conditions of Tukwila Supermarket, owner Dr. Shahinur Rahman, for orders placed in the online shop at tukwila.de and for orders of fresh halal meat placed via WhatsApp.

1. Scope, contracting party

  1. These terms apply to all contracts for the supply of goods that you conclude with us through the online shop at tukwila.de or – for fresh meat – via WhatsApp. The version valid at the time the contract is concluded applies.
  2. Your contracting party is: Tukwila Supermarket, owner Dr. Shahinur Rahman, Bautzner Straße 16, 01099 Dresden, Germany, phone +49 351 65399981, e-mail [email protected], VAT ID DE303247381 (“we”, “us”).
  3. A “consumer” is any natural person who enters into a legal transaction for purposes that are predominantly outside their trade, business or profession (Section 13 German Civil Code, BGB). A “trader” is anyone who, when concluding the contract, acts in the exercise of their trade, business or profession (Section 14 BGB). Provisions that apply only to consumers or only to traders are marked as such.
  4. Deviating terms of traders do not become part of the contract unless we expressly agree to them.

2. Contract language, storage of the contract text

  1. The contract languages are German and English, with equal status. The contract is concluded in the language in which you order, i.e. the language in which you use the shop when ordering or, for orders via WhatsApp, the language of the chat. The version of these terms and of the withdrawal instructions in that language applies to your contract.
  2. We store the contract text (your order data and these terms). After a contract has been concluded in the online shop you receive an order confirmation by e-mail containing all order data, these terms and the withdrawal instructions; for orders via WhatsApp see section 4. If you ordered with a customer account, you can also view your orders under “My account”; without an account you can check the status of your order with your order number and e-mail address under “Track order”. The current version of these terms is always available on this page.

3. Conclusion of the contract in the online shop

  1. The presentation of goods in the online shop is not a legally binding offer but an invitation to place an order.
  2. How to order: you add the goods you want to the cart. Under “Checkout” you enter, on one page, your e-mail address, the delivery address with a phone number (for delivery by GLS), a different billing address if needed, the shipping method and the payment method. Before submitting, the order summary shows all items, the total price including VAT, shipping costs and, where applicable, the chilled-shipping fee, as well as the delivery conditions. You can correct input errors at any time before submitting using the usual keyboard, mouse and touch functions; in the cart you can change quantities or remove items. By clicking the button “Place order with obligation to pay” you submit a binding offer to buy the goods in your cart.
  3. In the online shop you pay by credit or debit card or with Klarna, each processed via Stripe. The contract is concluded as soon as you have successfully completed the payment process, including any confirmation with your bank (e.g. 3-D Secure) or with Klarna. If the payment fails or you cancel it, no contract is concluded. After the contract has been concluded you receive an order confirmation by e-mail without undue delay.
  4. We may set maximum quantities per item and order (normal household quantities). A maximum quantity is shown on the product page and in the cart before you order.

4. Ordering fresh halal meat via WhatsApp

  1. We cut fresh halal meat (e.g. chicken, lamb, goat, beef, with bone on request) to order. It can therefore not be ordered through the cart, only via WhatsApp. The product pages concerned show an “Order via WhatsApp” button that prepares a message to our WhatsApp number +49 152 10620242.
  2. Your message is not yet a binding order. We reply on WhatsApp with an offer stating the goods, the cut, the approximate weight, the price per kilogram, the expected total price including VAT, the shipping costs and the chilled-shipping fee or collection in our shop, payment by bank transfer, and the planned shipping or collection day. With the offer we send you these terms and the withdrawal instructions (including the notice that there is no right of withdrawal for fresh meat) as a PDF file via WhatsApp.
  3. If you want to order, tell us so on WhatsApp. We confirm your order on WhatsApp, stating the actual weight, the final total price and our bank details. The contract is concluded when we have confirmed your order on WhatsApp and your bank transfer has reached us. We do not send an order confirmation by e-mail for WhatsApp orders. Instead, once your payment has been received, you receive a contract confirmation as a PDF file via WhatsApp containing the order data, these terms and the withdrawal instructions. On request we also hand you these documents in printed form in our shop.
  4. Meat is sold by weight. We charge the actual weight at the price per kilogram offered. If the actual weight differs by more than 10% from the weight offered, we ask you again, before confirming, whether you want the goods at that weight and price.
  5. If your bank transfer has not reached us by the date stated in our confirmation, no contract is concluded; we will let you know on WhatsApp.
  6. We ship the meat by chilled shipping under section 7. Instead of shipping, you can collect it by arrangement from our shop at Bautzner Straße 16, 01099 Dresden (Monday to Saturday, 10:30 to 20:00); in that case there are no shipping costs and no chilled-shipping fee. There is no right of withdrawal for fresh meat (see the withdrawal instructions). Otherwise these terms apply accordingly.

5. Prices and price information

  1. All prices are final prices in euros and include statutory VAT (7% for most food, 19% for other goods). Shipping costs and, where applicable, the chilled-shipping fee are added; details are given under “Shipping and payment”. Shipping costs and the chilled-shipping fee are also final prices including VAT; the rate follows that of the goods delivered and is split pro rata for orders containing goods at 7% and 19%. The total amount is shown to you before you place the order.
  2. For goods sold by weight or volume we also state the unit price per kilogram or per litre.
  3. A deposit (Pfand, e.g. for single-use drinks packaging) is shown separately next to the price and is not included in it. It is charged separately in the cart. You can return single-use drinks packaging that carries a deposit to our shop in Dresden and to any other outlet that sells single-use drinks packaging made of the same material.
  4. For price reductions, the struck-through comparison price we show is the lowest total price we charged for the item in the 30 days before the reduction (Section 11 German Price Indication Ordinance, PAngV); any percentage reduction is also calculated from this price. This does not apply to items whose price we reduce because the best-before or use-by date is approaching; we label these expressly on the product (e.g. “reduced: short best-before date”). A manufacturer’s recommended retail price is labelled “RRP” (UVP).
  5. For promotions (e.g. “buy 2, get 1 free”) the conditions and the period stated on the product apply.

6. Payment

  1. In the online shop we offer payment by credit or debit card and with Klarna. The accepted card types and the Klarna options are shown at checkout. Payments are processed by the payment service provider Stripe Payments Europe, Ltd., 1 Grand Canal Street Lower, Grand Canal Dock, Dublin, D02 H210, Ireland.
  2. For payment by card, the amount is due when the order is completed and is charged to your account.
  3. For payment with Klarna, the terms of Klarna Bank AB (publ), Sveavägen 46, 111 34 Stockholm, Sweden, shown to you during payment also apply. Klarna may make this payment method subject to a check.
  4. Fresh meat ordered via WhatsApp (section 4) is paid by bank transfer to the account stated in our WhatsApp confirmation, quoting the order number. We ship or hand over the goods after receipt of payment. No other payment methods are offered for these orders.

7. Delivery, delivery time, chilled shipping

  1. We deliver only within Germany, with GLS, to the delivery address you specify.
  2. The delivery time is shown on the product page and in the cart. Unless stated otherwise, we ship within 1 to 5 working days after conclusion of the contract; delivery by GLS then usually takes 1 to 2 working days. Working days are Monday to Friday, excluding public holidays in Saxony. If an order contains items with different delivery times, the item with the longest delivery time determines the delivery time.
  3. We receive fresh fruit and vegetables weekly on Monday or Tuesday. Orders containing fresh fruit or vegetables are therefore shipped from Tuesday of the week concerned.
  4. Chilled shipping: chilled and frozen goods (e.g. fresh and frozen meat, fish, frozen products, dairy products) are shipped in an insulated polystyrene box with cooling, and only Monday to Wednesday, so that the parcel is not in transit over the weekend. Orders received after the last shipping day of a week are shipped the following Monday. For chilled shipping we charge a chilled-shipping fee of €9.99 per order; it also applies when shipping is otherwise free. Orders containing chilled goods may weigh no more than 10 kg in total; the cart tells you if this limit is exceeded.
  5. Please make sure the parcel can be accepted on the delivery day, especially for chilled shipping and fresh goods. You can follow the delivery via GLS tracking and, where GLS offers this, choose another delivery day or a drop-off place. If GLS cannot deliver the parcel, it is usually left at a GLS ParcelShop near you; please collect it there as soon as possible. If you are in default of acceptance, the statutory provisions apply (Sections 293 et seq. and Section 446 sentence 3 BGB).
  6. If an item ordered is unexpectedly unavailable after the contract has been concluded because our supplier, despite a timely order, did not deliver to us through no fault of ours, we will inform you without undue delay. We deliver the other items, provided this is reasonable for you, and refund the price of the missing item without undue delay. We only deliver substitute items with your prior consent. A partial delivery does not cause you any additional shipping costs. Your statutory rights remain unaffected.

8. Retention of title

The goods remain our property until paid for in full.

9. Right of withdrawal

Consumers have a statutory right of withdrawal, which we explain in our withdrawal instructions. The right of withdrawal does not apply to certain goods, in particular goods that are liable to deteriorate rapidly or whose expiry date would be exceeded rapidly (e.g. fresh fruit and vegetables, fresh and frozen meat and fish, chilled and frozen goods, fresh sweets), and sealed goods that are not suitable for return for health protection or hygiene reasons if their seal has been removed after delivery. Unopened, shelf-stable food (e.g. rice, lentils, flour, spices, tea, tinned food, snacks, and sweets in tins or other packaging that keeps without refrigeration), clothing and household goods, on the other hand, can be returned within the withdrawal period. You can also declare your withdrawal online: use the button “Withdraw from contract here” (German site: „Vertrag hier widerrufen“) at tukwila.de/widerruf/ and then “Confirm withdrawal” („Widerruf bestätigen“).

10. Liability for defects (statutory warranty)

  1. The statutory rights for defects apply. For consumers, the limitation period for claims for defects in new goods is two years from delivery.
  2. Please check the goods, especially fresh and chilled goods, as soon as possible after receipt. Please report obvious transport damage and defects to us as quickly as possible – for fresh and chilled goods ideally within 24 hours – preferably with a photo by WhatsApp or e-mail. This helps us to replace goods quickly and to claim against GLS. For consumers, failing to report does not affect their statutory rights.
  3. Natural differences in size, shape, colour and ripeness are normal for fruit and vegetables; some varieties (e.g. mangoes) are deliberately supplied unripe and ripen later. Such differences are not in themselves a defect.
  4. The best-before date (MHD) is not a use-by date. We supply food with a remaining shelf life that is reasonable for normal use. Items with a short or reached best-before date are labelled on the product before you order. We do not sell goods past their use-by date.
  5. For traders the following applies instead: the limitation period for claims for defects is one year from delivery, except for claims under section 11(1) of these terms. The duty to inspect and give notice of defects under Section 377 German Commercial Code (HGB) remains unaffected.

11. Liability

  1. We are liable without limitation for damage resulting from injury to life, body or health, for damage caused by intent or gross negligence on our part or on the part of our legal representatives or vicarious agents, for damage arising from a guarantee we have given, in the case of fraudulent concealment of a defect, and under the German Product Liability Act.
  2. If we negligently breach an essential contractual obligation, our liability is limited to the foreseeable damage typical of the contract. Essential contractual obligations are obligations whose fulfilment makes the proper performance of the contract possible in the first place and on whose observance you may regularly rely, in particular the obligation to deliver goods free from defects on time.
  3. Otherwise, our liability for slightly negligent breaches of duty is excluded. These limitations also apply in favour of our legal representatives and vicarious agents.

12. Product information, food information, product safety

  1. Food: before you order, the product page shows the mandatory information under the EU Food Information Regulation (LMIV / Regulation (EU) No 1169/2011), in particular the name of the food, the list of ingredients, allergens, net quantity, nutrition declaration, any special storage conditions, the country of origin where required, and the name and address of the responsible food business operator. Where available, we also show the Nutri-Score. Manufacturers occasionally change their recipes; for the goods delivered, the labelling on the pack is decisive. Please read the label before consumption, especially if you have allergies or intolerances.
  2. Halal: the “halal” statement is based on the certification or labelling of the respective manufacturer or slaughterhouse, which we state on the product.
  3. Other goods (e.g. clothing, household goods, cosmetics, incense sticks): the product page states the name and address of the manufacturer and, where applicable, of the economic operator responsible in the EU, information identifying the product, and warnings and safety information (Regulation (EU) 2023/988 on general product safety). For textiles we state the fibre composition.
  4. Product images are intended to show the goods. Packaging may differ from the image because of design changes by the manufacturer; the information in the product description is decisive.

13. Customer account

  1. You can order without a customer account. If you create a customer account (including by signing in with Google or Facebook), it is free of charge. Keep your login details secret.
  2. You can delete your customer account at any time under “My account” or by sending us a message. We may terminate a customer account with two weeks’ notice and block it immediately for good cause (e.g. attempted fraud, misuse of vouchers); we will tell you the reason. Contracts already concluded remain unaffected.

14. Customer reviews

Customers can review products in the shop. We check every review for unlawful or offensive content before publication and publish positive and negative reviews alike. Reviews by people who are signed in to their customer account and have demonstrably bought and paid for the item from us are marked “Verified purchase”. For reviews without this label we cannot ensure that they come from people who bought the product. We do not give anything in return for reviews.

15. Vouchers

  1. Promotional vouchers (e.g. a welcome voucher for new customers) and goodwill vouchers can only be redeemed under the conditions stated with the voucher. Unless stated otherwise, they are valid for 6 months from issue, can be redeemed once per order, cannot be combined with other vouchers and cannot be paid out in cash.
  2. If you are entitled to a refund in money (e.g. after a withdrawal, for a defect or for an item that cannot be delivered), we refund money using the original payment method. You receive a voucher instead only if you expressly choose one; such a voucher is valid until the end of the third year after it was issued.

16. Consumer dispute resolution

We are neither willing nor obliged to take part in dispute resolution proceedings before a consumer arbitration board within the meaning of the German Consumer Dispute Resolution Act (VSBG).

17. Final provisions

  1. The law of the Federal Republic of Germany applies, excluding the UN Convention on Contracts for the International Sale of Goods. For consumers, this choice of law applies only to the extent that it does not deprive them of the protection granted by mandatory provisions of the law of the state in which they have their habitual residence.
  2. If you are a merchant (Kaufmann), a legal entity under public law or a special fund under public law, the place of jurisdiction for all disputes arising from this contract is Dresden.
  3. If any provision of these terms is invalid, the remainder of the contract remains valid. The invalid provision is replaced by the statutory provisions.

Last updated: October 2026