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These General Conditions of Purchase regulate the use of the santacana.es website (hereinafter, “The Website”) of which Santacana Complementos, sl (hereinafter, Santacana) is the owner. Santacana Complementos, sl is a public limited company with registered office at Calle Tenerife 11, 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 the General Conditions of Purchase in the version published at the time of the purchase order. Therefore, it is advisable for the customer to read these General Conditions before proceeding with a purchase.


These General Conditions of Purchase apply to the sale of all Santacana items through their website Santacana hereby informs users that their website is directed exclusively to customers of 18 years of age or over. Santacana reserves the right to cancel a customer’s account if they detect fraudulent, speculative or bad faith actions while using this service.


For security reasons, purchases that exceed €5,000 or comprise of more than 50 items per order cannot be made.


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.


Payment will be made at the end of the purchase process and will be an indispensable condition for its completion. In no case 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, and also 4B or 4B Maestro debit cards and PayPal System. In any case, the payment method is chosen during the purchase process on the corresponding screen. 

Customers must notify Santacana of any improper or fraudulent charges to the card used for purchases, through e-mail or by telephone, as soon as possible so that they can make the necessary arrangements. 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 types of security policies.


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 to the customer at the time of placing the order 

-In the case of 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.

-In the case of 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. There is no need for the billing address to match the shipping address. Our transport provider will send you an e-mail or SMS (if you have provided a contact phone number with your order) indicating the delivery date and offer you the possibility of changing such date. On the planned delivery date, our transport provider will send you an e-mail or SMS (if you have provided a contact phone number with your order) informing you of the approximate time slot for delivery. 

5.2 Problems with delivery:  In the event that the 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.


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: this is a replacement for the same product in another size and/or colour.

b. Return: in case of fault or defect.

C. Withdrawal: decided by the customer.

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 was required to establish the nature, characteristics, and operation of the goods.


Conditions (Exchanges and 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 exchange products. 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 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 they were informed of the return. The refund will be made by the same means of payment with which it was paid. However, we may withhold the refund until we have received the goods, or until you have submitted proof of the return of the goods, depending on which condition is met first.


To return a product follow the instructions in the link below:



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 or products 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 with which it was paid. The stock availability data in physical stores listed on our website is indicative and may vary.


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. 


For any doubts, suggestions, questions or complaints about the online store, you can refer to the Customer Service via any of the following means: 

- Telephone 91 4920778

E-mail: web@santacana.es or post to the following address: Santacana Complementos, sl, c/ Tenerife 11, 28970, Humanes de Madrid. We also have official Complaint Forms available to consumers and users which can be submitted to the postal and email addresses stated above or any of our stores. You can request them by calling 91 4920778  or here: Download official forms.

The 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 http://ec.europa.eu/odr website, which will provide a sole point of access for an out-of-course settlement free of charge.


Santacana reserves the right to modify these General Conditions of Purchase at any time. No modification will affect orders that are already being processed.


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. 


 These General Conditions of Purchase are subject to Spanish law. The foregoing notwithstanding, 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, Spain.

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