Delivery and returns
1.- We will deliver the products to the delivery address that appears on your order. In order to optimise the delivery process, the address you provide must allow delivery during normal business hours. The company will not be responsible for errors or damages arising from delivering orders to a specified address that does not match the desired location.
2.- We shall try to deliver the order within a maximum period of 25 days from the date of confirmation. If for any reason we cannot deliver within the maximum delivery period, we shall inform you of this circumstance and give you the option to continue with the purchase, setting a new delivery date, or to cancel the order, with a full refund of the amounts paid.
3.- For the purposes of these Terms and Conditions of the Contract, it shall be understood that the order has been delivered at the moment of signing its receipt at the agreed delivery address or, in case of the recipient’s unavailability at the agreed place of delivery, at the date of attempted delivery consigned by the courier service.
4.- Once the order is delivered, the recipient must sign the delivery note and request a copy of it from the carrier.
5.- If an order is delivered with visible defects on the outer packaging, the delivery note must not be signed as conforming, but a complaint must be made on the spot to the carrier by including a written reservation on the delivery note, and communicate it to us for its management.
6.- We deliver in our standard packages. Special packaging is subject to a surcharge, on a case-by-case basis.
7.- Make sure not to damage the contents of the package when opening it, especially when using sharp instruments.
8.- Along with the order we shall deliver the invoice of the purchase made. We will also send you the invoice electronically if requested to the e-mail indicated.
9.- The orders will be delivered through the preferentially specialised agency, although others may be used where appropriate.
RETURNS AND EXCHANGE POLICY
A. Right to return
Under current regulations, if you want to make an exchange or return, there is a period of 14 calendar days from the product’s date of delivery to do so.
The steps to be followed are:
1. Notification of withdrawal
To exercise the right of withdrawal, you must notify us of your decision to withdraw from the contract through a clear statement (for example, a letter sent by post, fax or e-mail). To do so, you can use the withdrawal form that can be downloaded on the following link, complete it and send to the email address: firstname.lastname@example.org or make another type of clear statement indicating your decision to withdraw from the contract, identifying the order to which it refers.
In the event that you inform us of your decision to withdraw by email, we will promptly confirm the receipt of this withdrawal by the same channel.
To communicate to us your decision to withdraw below are the following contact details:
Tel. (+34) 966 480 132
Fax (+34) 966 480 358
In any case, in your notification of withdrawal you must identify the order regarding that which you exercise the right of withdrawal.
In order to comply with the withdrawal period, it is sufficient that the communication relating to the exercise of this right by you is sent before the corresponding period expires.
2. Returning theProduct
After notifying us of your decision to withdraw, you must return us the product to the postal address indicated above, with no undue delay and, in any case, no later than 14 calendar days from the day in which you communicate to us your decision to withdraw. The deadline shall be considered to have been met if the products are returned before this period has expired.
In any case, the products must be returned in perfect condition, the client being responsible for the decrease in value of the products resulting from them being handled other than that necessary to establish their nature, characteristics or operation.
In order to guarantee the return of the products in perfect condition, suitable packaging must be used for the characteristics of the products and the type of shipping.
Consequences of the withdrawal:
In the event of a withdrawal on your part, we shall refund all payments received from you, including delivery costs (with the exception of additional costs resulting from you selecting a delivery method other than the least expensive method of standard delivery we offer), without undue delay and, in any event, no later than 14 calendar days from the date on which we are informed of your decision to withdraw.
We shall proceed to make this refund using the same means of payment used by you for the initial transaction, unless you have expressly provided otherwise; in any event, you will incur no expense as a result of the refund.
Notwithstanding the above paragraph, we may withhold the refund until we have received the product, or until you have provided proof of the return of the product, whichever condition is met first. In case of withdrawal, you must bear the direct cost of returning the products (delivery costs).
B. Exceptions to the right of withdrawal
In accordance with article 103.b of the Legislative Royal Decree 1/2007, approving the Consolidated Text of the General Law for the Protection of Consumers and Users, the right of withdrawal shall not apply to the orders of products made according to the client's specifications or clearly personalised.
Similarly, and in accordance with article 103.e) of the abovementioned Consolidated Text, the right of withdrawal shall not apply to orders relating to products that are delivered sealed and that are not suitable to be returned once unsealed, for health protection or hygiene reasons.
C. Returning faulty products
In the cases in which you consider that, at the moment of delivery, the product does not conform to that stipulated in the contract, due to any fault or defect, you must contact us within 7 days following delivery through our contact form, indicating the product’s identifying information, the order and specifying the defect or fault it presents.As soon as we receive your communication, we will contact you as soon as possible to inform you of the date on which a courier will go to the address you provide to take the product back.
After the product has been taken back, we shall examine it carefully and shall inform you by email, within a reasonable period of time, whether you have the right to demand its repair or, at your choice, its replacement, unless one of these options is objectively impossible or disproportionate in accordance with articles 119 and 120 of the Royal Legislative Decree 1/2007 approving the Consolidated Text of the General Law for the Protection of Consumers and Users.
If the product is repaired or replaced, this must be done within a reasonable period of time and shall be free of charge, including the costs necessary to remedy the product’s lack of conformity with the contract, delivery costs and costs related to labour and materials. The consumer may not demand a replacement of non-expendable or second-hand products.
If you are unable to demand a repair or replacement, or if the repair or replacement has not been carried out within a reasonable period of time or without major inconvenience to you, you may choose between a reduction in price and termination of the contract. A decision shall not be taken where the lack of conformity is of minor importance. The price reduction shall be proportional to the difference between the value that the product would have had at the time of delivery if it had been in conformity with the contract and the value that the product actually delivered had at the time of such delivery.
D. Legal Guarantee.
In accordance with Royal Legislative Decree 1/2007, the provider shall be responsible for any lack of conformity that becomes apparent in the two years from the delivery. The client must inform of the lack of conformity within two months of becoming aware of it.