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These General Conditions of Purchase regulate the use of the santacana.es website (hereinafter, “the Website”) of which Santacana Complementos, S.L. (hereinafter, “Santacana”) is the owner. Santacana Complementos, S.L. is a limited company with registered office at Calle Tenerife 11, 28970 Humanes de Madrid, Spain, and holder of Tax Identification No. (NIF) B83053314.
Use by the customer of the services of the online store presupposes, in any case, adherence to these General Conditions of Purchase in the version published at the time of placing the purchase order. Therefore, it is advisable for the customer to read these General Conditions before proceeding with a purchase.
1. SCOPE OF THE CONTRACT
These General Conditions of Purchase apply to the sale of all Santacana items through the Website. Santacana hereby informs users that the Website is directed exclusively to customers of 18 years of age or over. Santacana reserves the right to cancel a customer’s account if fraudulent, speculative or bad-faith actions are detected while using this service.
2. PURCHASE LIMIT
For security reasons, purchases that exceed €5,000 or comprise more than 50 items per order cannot be made.
3. PRICE
The applicable prices are those indicated on the Website on the date of the order. Prices are detailed for each item and include VAT (Value Added Tax), IGIC (The Canary Island Indirect General Tax), or IPSI (Tax on Production, Services and Imports in Ceuta and Melilla), as appropriate. Shipping costs are detailed to the customer at the time of placing the order.
Unless expressly stated otherwise, shipments are made under DAP (Delivered At Place, Incoterms® 2020) conditions. This means that Santacana assumes the cost and risk of transport to the delivery address indicated by the customer; however, the prices shown on the Website and the shipping costs do not include any import duties, tariffs, or customs clearance fees that may be applicable in the country or territory of destination.
Any such customs duties, import taxes and customs brokerage or clearance fees shall be borne exclusively by the customer and, where applicable, must be paid at the time of importation or upon delivery of the goods, in accordance with the regulations of the destination country or territory.
4. PAYMENT
Payment will be made at the end of the purchase process and will be an indispensable condition for its completion. Under no circumstances will payment be made at a later stage. Deferred payment methods are not allowed, including cash on delivery, transfers or in-store payment at the time of collecting the order.
Accepted payment methods: Purchases can be paid with Visa®, Mastercard® credit cards, 4B or 4B Maestro debit cards and via PayPal. In all cases, the payment method is chosen during the purchase process on the corresponding screen.
The customer must notify Santacana of any improper or fraudulent charges to the card used for purchases, by e-mail or telephone, as soon as possible so that the necessary arrangements can be made. Providers or issuers of payment methods may adopt anti-fraud measures that involve rejecting certain types of operations. Santacana is not responsible for the implementation of these security policies.
5. DELIVERY
The delivery period will be a maximum of 30 calendar days from the purchase date. Order delivery will be carried out at the address indicated by the customer in accordance with the following options:
5.1 Home delivery
Standard delivery: The customer must pay the shipping costs detailed at the time of placing the order.
Shipments to Ceuta and Melilla: The customer must also pay the customs fees and taxes generated by the order. These costs are paid at the time the order is received and in no case are they included in the price paid for the products.
Shipments to the Canary Islands: The customer must also pay the customs management fees generated by the order (€8) and the AEIM tax, regardless of the order amount, where appropriate. In addition, the customer must pay the corresponding tax. These costs are paid at the time the order is received and in no case are they included in the price paid for the products.
The address indicated by the customer may be a private address, a workplace or any other address indicated. The billing address does not need to match the shipping address. Our transport provider will send an e-mail or SMS (if a contact phone number has been provided with the order) indicating the delivery date and offering the possibility of changing such date. On the planned delivery date, our transport provider will send an e-mail or SMS (if a contact phone number has been provided) informing of the approximate time slot for delivery.
5.2 Problems with delivery
In the event that delivery cannot be completed because the recipient is absent, the transport agency will leave a note and try to contact the recipient by telephone. After two failed attempts, the customer must contact the transport agency to proceed with the delivery.
6. EXCHANGES, RETURNS AND WITHDRAWAL
There are different processes for exchanges, returns and withdrawal. Below is a description of each process, including the costs and terms and conditions.
a. Exchange: replacement of the same product in another size and/or colour.
b. Return: in case of fault or defect.
c. Withdrawal: decision by the customer to return the product without the need for justification.
All products that are to be exchanged or returned must be properly packaged.
In the case of withdrawal, you will only be responsible for the decrease in value of the goods resulting from handling other than that which is necessary to establish the nature, characteristics and functioning of the goods.
If the customer does not accept the parcel upon delivery or expressly refuses it, the order will be treated as a withdrawal. In that case, the cost of returning the parcel to Santacana will be deducted from the refund, together with any other costs that may have been directly generated by such refusal and invoiced to Santacana by the carrier.
6.1 CONDITIONS, REFUND AND PROCESS
Conditions (Withdrawal): You have 14 calendar days from receipt of the product(s) to withdraw from the contract without justification. Unfortunately, we are not able to process direct exchanges. You will need to process the return and place a new order.
Conditions (Returns): Santacana will be responsible for any non-conformity that may arise within the period established in the applicable legal regulations.
Refund: Santacana will refund, where appropriate, the corresponding amount without undue delay and, in any case, before 14 calendar days have elapsed from the date on which we were informed of the return. The refund will be made by the same means of payment used for the initial transaction. However, we may withhold the refund until we have received the goods, or until you have submitted proof of the return of the goods, whichever is earlier.
In cases where the customer has not accepted the parcel or has refused delivery and the order has been returned to Santacana, the return shipping costs and any additional costs charged to Santacana by the carrier as a result of such refusal will be deducted from the amount to be refunded.
Process:
To return a product, follow the instructions in the link below:
https://santacana.es/en/content/7-returns
7. PRODUCT AVAILABILITY
If there are incidents regarding supply or if there are no products in stock, the customer will be informed immediately and the price of the product(s) without stock will be refunded. Santacana will refund the corresponding amount without undue delay and, in any case, before 14 calendar days have elapsed. The refund will be made by the same means of payment used for the purchase.
The stock availability data in physical stores listed on our Website is indicative and may vary.
8. GUARANTEE OF PURCHASED PRODUCTS
The guarantee offered is that established in Royal Legislative Decree 1/2007, of 16 November, which approves the consolidated text of the General Law for the Defence of Consumers and Users.
9. CUSTOMER SERVICE
For any doubts, suggestions, questions or complaints about the online store, you can contact Customer Service via any of the following means:
Telephone: (+34) 91 492 07 78
E-mail: web@santacana.es
Post: Santacana Complementos, S.L., C/ Tenerife 11, 28970 Humanes de Madrid, Spain
We also have official Complaint Forms available to consumers and users, which can be submitted to the postal and e-mail addresses stated above or at any of our stores. You can request them by calling (+34) 91 492 07 78 or via the Website (Download official forms).
Santacana Customer Service will process and respond to your complaint as soon as possible and, in any case, within a maximum of one month. Should your request not be dealt with satisfactorily, you may seek ordinary jurisdiction or process your complaint via the website http://ec.europa.eu/odr, which provides a single point of access for out-of-court dispute resolution free of charge.
10. MODIFICATION OF THE GENERAL CONDITIONS OF PURCHASE
Santacana reserves the right to modify these General Conditions of Purchase at any time. No modification will affect orders that are already being processed.
11. FORCE MAJEURE
Compliance by Santacana of all or part of their obligations will be suspended in the event of unforeseen circumstances or force majeure that prevent or delay compliance. Such unforeseen circumstances or force majeure include, but are not limited to, war, riots, insurrection, social unrest, strikes of any nature and supply problems not attributable to Santacana.
Santacana will inform the customer of such unforeseen circumstances or force majeure within seven days of their occurrence. In the event that such suspension is extended beyond a period of fifteen days, the customer will have the possibility of cancelling the current order and will subsequently receive a refund under the conditions provided in point 6 of these General Conditions of Purchase.
12. APPLICABLE LAW AND JURISDICTION
These General Conditions of Purchase are subject to Spanish law. Notwithstanding the foregoing, consumers not resident in Spain also benefit from the protection guaranteed by the mandatory provisions of the law of the country where they have their habitual residence.
The parties submit, by choice, for the resolution of conflicts and waiving any other jurisdiction, to the courts and tribunals of Fuenlabrada (Madrid), Spain.