CUSTOMER SUPPORT 

 

CONDITIONS OF SALES

The use of our services by our clients pre-agrees, in all cases, the acceptance of the following sale conditions:

n sales done in Non-EU countries, C.S.L. will NOT be responsible for any taxes or levy’s added in customs dispatches.

C.S.L. reserves the right to change or make any amendments it considers necessary and without warning including prices according to specific requirements of the provider and/or different currency exchanges. This may be done in a daily basis.

C.S.L. reserves the right to not provide delivery of an order if a major cause interferes in the process. In such case we will communicate the cancellation as soon as possible through E-mail to your account.  If the payment has been charged to your credit card or the bank account, C.S.L. will return the amount charged in its totality.

IMPORTANT:
If you place an order through telephone or e-mail you are automatically accepting the terms and conditions exposed in this document.

 

HOW TO PLACE AN ORDER

To purchase items you should click on the PURCHASE button that appears on each product in the page. Two options will appear: “Continue Shopping” (you should choose this option if you want to add more items in your cart), or “Show Cart” (this will show you the items in your cart and you will be able to continue shopping or finalize your purchase).

Please read the details and characteristic of the product before finalizing the purchase.

The characteristics of the product: description, measurements, capacity, units per box and videos, if any.

Sales Details: Options, units, availability and price.

OptionsIn some items you must choose among a series of options of your interest. Some basic options included: size, colour or technical parameters. These options may influence in the final price and it will be presented in detail.

If you wish to receive one same product with different characteristics (size, colour, etc.) you must purchase all product separately. First chose qualities and quantities, then click on “BUY” and then “Continue Shopping”. At this time you may modify the characteristics of the product (size, colour, etc.) and click “Buy” again.

Units:  Once you have chosen among these options, you should then choose a quantity of units of the item. At this stage please make sure you know of the quantities of items in a box. Then by clicking (+) or (-) units you increase or decrease the quantity.  (E.G. The item “Covers” contains 6 units per box, if you order 5 boxes you will receive 5 boxes with 6 units each, a total of 30 units).  

Availability: One thing to take in account before the purchase, is the availability of the item, which refers to the time frame the web page estimates the item will be available. To this time frame you should add the time of transit before the items reach your destination.(*) Detailed information will be explained in Delivery Policies

Price: Pricing on the products does not include taxes or delivery costs. The price you see refers to price per box independent of the amount of items inside the box. Price may vary in the options tab and you will always see the price once this has been applied.

Finalizing your purchase

Once you have added the items you want to your cart, instead of clicking on Continue Shopping, chose the option View Cart to finish the purchasing process. Inside the shopping cart you may delete lines or change quantities of your articles. At this time you have to introduce your registry data if you have not done so previously, or register if you are not yet registered. (*) More information about this on REGISTRY.

Once the system has recognized you and all data have been properly introduced, the system will inform of the total amount to be paid, including delivery charges. To continue shopping click on “BUY NOW” after you have accepted the terms of agreement.  At this time we have to choose the payment method: Bank transfer or Credit Card. (*) More information on this in “Payment Methods”

Once we have clicked one of the two options, we then click on the “Accept” and to complete the purchase we click on “Confirm Purchase”. You now receive a confirmation E-mail. (*) More info on this in the “Delivery Follow up” section.

 

ORDER TO FOLLOW UP

After completing the order, now you can track it according to the information received in your email. Apart from the usual price data, billing, shipping and payment methodologies used, you can also find other useful information about your order.

Order number

The first thing we must pay attention to, is the “Order Number”. This will make communication with C.S.L. in reference to your order much easier.

State of your order

You can check on the status of your order. The information by default in the field “Delivery Status” is by default “Confirmed by the Buyer”, which is you. However, this field will vary depending on the state of your order. For example, it could be “Pending” if we are still working on it, “Confirmed” if all items are in stock and payment has been made, “Sent” when the order has been given to the carrier or “Delivered” if the carrier has delivered it to the shipping address.

Moreover, if C.S.L. needs to pass on a piece of information to you, this will show in the Status Delivery field. This way the seller in this case can inform you of the Order Track Number when the order is shipped as well as the number of boxes in your order to confirm the carrier has delivered the complete order. (*) For more information refer to section on DELIVERY POLICIES.

All information will be delivered to you via E-mail. Any modification or update by the part of C.S.L. in your order will be transmitted to you via a new e-mail. In case you do not receive an E-mail when a change has taken place, this may be due to a change of programming on the web site. In this case you have the option of seeing any changes by clicking  on SEE YOUR ORDER ONLINE where all comments and information can be found.

 

REGISTRATION DATA

PAYMENT METHODS

We offer two possibilities from which to choose to pay your order. Remember that your data is totally protected and encrypted by a SSL Security Certificate in Registros.net.

No added charges will be included in either payment method.

Bank transfer

If you chose this method, once you confirm the purchase you will receive confirmation e-mail at your e-mail address in which among other information you will be informed of the bank account used in the payment. Remember to always include your order number in the bank transfer to facilitate the order recognition. You may send us the Bank transfer slip to our contact address, as this will make the order processing easier and thus speed the delivery process. We remind you that Bank transfers delays the order process until C.S.L. confirms reception of payment.

IMPORTANT:

You have up to ten days after placing the order to complete the Bank Transfer. After this time frame, C.S.L. does not guarantee the items are still in stock. If after ten days you make the payment and an item is no longer in stock, C.S.L. will contact you to find the best solution in the interest of both parties. In case you wish a reimbursement of the product no longer in stock C.S.L. is not responsible for any bank expenses of this action, instead, you will be responsible for this and the amounts will be deducted from the amount returned.

Credit card

There will be no commissions of credit card payments.

Once you have confirmed the purchase and payment is done by CREDIT CARD (Visa or Master Card) the charge will take effect before the order leaves the warehouse and not before.

IMPORTANT:

In case of Credit Card decline and payment cannot be carried, C.S.L. will contact you to inform you of this issue and you will have ten days to make payment with the same Credit Card or a different one.

At the end of the ten days C.S.L. can no longer assure the availability of stock in your order. If after ten days you make the payment and an item is no longer in stock, C.S.L. will contact you to find the best solution in the interest of both parties. In case you wish a reimbursement of the product no longer in stock C.S.L. is not responsible for any bank expenses of this action, instead, you will be responsible for this and the amounts will be deducted from the amount returned.

 

DELIVERY POLICIES

General information

Delivery expenses are not included in the items price. These are included automatically in the confirmation process depending on the weight and volume of the package and the final destination.

FedEx International Economy manages all deliveries and costs are calculated on weight and volume of the package and final destination.

Delivery time estimates are of 7 international transit days from the moment of full payment reception. (*) This estimate depends on destination area and does not include any customs retention delays in the country of destination.

Delivery is done door to door. If no one is available to receive the order, the carrier will leave a notice to arrange a delivery date and time.

Once the order has been sent C.S.L. will change the status of the order to “Sent” providing a tracking number in the “Comment” field. (*) More info in the Order tracking section.

You may, at any point, ask us about the tracking number so as to know the exact location of your order.

IMPORTANT:

Orders must be paid before they leave the warehouse.

Once you finalize your order and all correct registration data has been entered, information on delivery expenses will be visible.

Delivery costs do not include any customs expenses that may arise in Non-EU countries.

If when you receive the goods you notice any damage to the package or signs of incorrect manipulation, wet, open etc. or if the number of boxes does not match the number shown in the Comments Field in the E-mail sent by C.S.L., you must specify these issues in the carriers receipt. This simple but important act will protect you from possible damages or losses of the products and will make all claims easier to manage. (*) More information on damaged goods in the delivery process in the Claims and returns Section. (*) For more information on the COMMENTS field on your order go to ORDER FOLLOW UP.

Exports

Deliveries to countries outside the EU zone will not include the Spanish tax on goods and services (IVA/VAT) although you will be responsible of the taxes in your country. Should you decline to do this, the order will be abandoned and will release C.S.L. of any responsibility and exempt of any reimbursement of the payment or delivery costs.

If you wish to receive information on expenses, levies and taxes your order may generate once it arrives to your countries customs agencies, please contact FedEx at www.fedex.com.

We remind you of the diversity of International legislation on international imports concerning produce and ingredients it will be the buyers responsibility to be informed of all laws and regulations concerning the entry of such products in their country.

From our side and by the impossibility of knowing all the particularities of each country are obliged to decline any responsibilities concerning the customs laws of your country.

TAX POLICY

EU (European Union)

If you represent a company you must provide your TVA number (VAT, NIPC, UST or P.IVA according to your country).

If you are acting as an individual you must provide personal identification or Passport number. This information is indispensable to deliver with legal guarantees.

If you are in a EU country and represent a company with a legal registration intra-community number, please make sure you have introduced this data correctly in the payment data at the time of registration. If the number is valid, the system will detect it automatically and you will be tax exempt and it will not show in the final price.

On the other hand, a receipt will be issued with the correspondent IVA/VAT added to each item (4% on books and 21% on other items). And you as a company can deduct as if buying from your own country.


Exportations  

Tax Exempt Purchase. If you are acting as a company or as an individual, you must fill in the registry data in the site to make the issuing of the proper documentation for exporting to your country easier. This data is strictly necessary to make deliveries with the proper legal guarantees. 

IMPORTANT:
You will be the sole responsible of taxes, levies and expenses unique to your country. Failure to do so will result in the abandon of the order and C.S.L. will not be held responsible nor obligated to any kind of reimbursement of the sale or the delivery expenses.


CONFIDENTIALITY POLICY

C.S.L. will guarantee the absolute confidentiality of your personal information introduced in the order slip. All personal information will be incorporated in a database created to process the orders more efficiently and only accessible to C.S.L. complying with the Organic Law 15/1999 of December 13th  on Personal Data Protection. The user may, at any time, access, rectify and/or cancel his personal data. In such case the user must get in touch with us by clicking upon the CONTACT tab on this page soliciting the changes.



CLAIMS AND RETURNS POLICIES

Claims on damages during transportation

If when you receive the merchandise you notice any damage to the package or signs of incorrect manipulation, wet, open etc. or if the number of boxes does not match the number shown in the Comments Field in the E-mail sent by C.SL., you must specify this issues in the carriers receipt. This simple but important act will protect you from possible damages or losses of the products and will make all claims easier to manage. (*) For more information on the COMMENTS Field of your order, please see the Delivery Follow up section.

IMPORTANT:
You have a 24-hour period to notify any damage suffered by your order during transportation for any replacement of goods to take effect. After this period C.S.L. will not be held responsible of any incidence.

How to make a claim of damaged goods during transportation

In order to make a claim for damaged goods during transportation you should get in touch with us by clicking the Contact tab on this site and provide the following information.

Fiscal or personal name under which the purchase was made.

Order number (seen in the order ticket).

Reference number, name product, and damaged quantity.

Clear description of the reason for the claim specifying the state of the products and the visible damage in the wrapping and the boxes.

Pictures that clearly show the damages.

Pictures that clearly show the damaged wrapping as well as the number of boxes received.

Once you have submitted this information C.S.L. will get in touch with you within the following 7 days to inform you of the resolution of this matter. This process can take a few days, as C.S.L. has to proceed with claim to the responsible carrier.

Claims for defective or wrong orders

In the case you receive a defective item you will have 7 days from the reception date to inform C.S.L. about the claim made. After this time frame C.S.L. does not guarantee any reimbursement or item replacement.

How to make a claim on defective or wrong items

To make your claim effective you should contact us by clicking the Contact tab and provide the following information:

Fiscal or personal name under which the purchase was made.

Order number (seen in the order ticket).

Reference number, name and quantity of the defective or wrong item.

Clear and detailed description of the claim motive.

Pictures that clearly show the defective or wrong product you have received.

Once you have submitted this information C.S.L. will get in touch with you with the next 7 days to inform you the resolution of the claim.

In case C.S.L. is responsible for the defective or wrong item, C.S.L. will cover all return expenses of the item and will arrange for pick up at the same address in which it was delivered.


Please prepare the package to be picked up. It must be in its original wrapping, making sure no labels have been torn and the item has not been used. All returns have to comply with this condition to be accepted.

Returns and resolution rights

C.S.L., as exposed in the Retailer Commerce Ordinance Law as regulated by the Communitarian Rules (Directive 97/7/CE) will not allow returns in items that can be reproduced or easily copied with immediate effect. All returns will include the agreement of both parties. C.S.L. reserves the rights to demand compensation to make up for possible damage incurred to the items so as to recuperate all direct charges cause by the return.

C.S.L. will only accept the return of the items if the following requisites are fulfilled:

The buyer has 7 days to exercise his right to resolution. C.S.L. will accept the exercise of the mentioned right only and exclusively when the merchandise is the same state it was delivered and ready for sale with its corresponding packaging in perfect state.

If the merchandise is defective C.S.L. as mentioned in the law of Defective Products, will proceed to replace the item by an identical other immediately.

C.S.L. will proceed in returning the amount of the expense of the merchandise and for causes not attributed (direct of Indirect) to it, C.S.L. cannot replace with the same item and with the buyers agreement.

C.S.L. will accept the return or the merchandise if the item received does not correspond to the one solicited in the order ticket.

In case of controversy or conflict that may derive form the interpretation or compliance of the present particular conditions of sale. This will be resolved in the court of law and the Province of Barcelona Courts.

How to return a product

In case you wish to return an item, you will have a 7 day period from the delivery date to communicate C.S.L. about this decision. After this period C.S.L. will not guarantee the reimbursement. To make the return you should get in touch with us clicking on the CONTACT tab providing the following information:

Fiscal or personal name under which the purchase was made.

Order number (seen in the order ticket).

Reference number, name product and quantity you wish to return.

Picture of the product.

Detailed explanation of the reason for returning the item.

Once you have sent this information, C.S.L. will get in touch with you within a seven day period to inform you of the resolution.

In case your return petition has been approved our carrier will pick up the item at the time of your convenience. Transportation charges will have to be paid by you. If you prefer, you may chose another carrier with paid freight. In case the reason for the return is due to an error on C.S.L. side, C.S.L. will cover the expenses of returning the product and C.S.L. will send the carrier to pick up the item at the address it was delivered. 

Please prepare the package to be picked up. It must e in its original wrapping making sure no labels have been torn and the item has not been used. All returns have to comply with this condition to be accepted.

Once the article has been received in our offices and inspected thoroughly, we will contact you by e-mail to inform about the state of the return process.

It the return is accepted, from the acceptance date, C.S.L. has 45 working days to reimburse you the amount of the product except the delivery costs which will only be returned if C.S.L. is the sole responsible of the cause of the return. Reimbursement will be made through the same payment method it was used by the buyer.

If any of these conditions is not complied, we will contact you to make you an offer on the different options of returning the items that have not been accepted. All expenses this situation generates, including delivery charges will run of your side. If you do not accept these terms, C.S.L. has the right to keep the items and the amount paid.