General Conditions of Use
These general conditions are applicable to:
(I) The purchase of all products of the brand ANCHA Castilla through the website: http://www.anchacastilla.com provided that they are sent to Europe (hereinafter, the "website(s)" or, individually, “anchacastilla.com”.
(II) The use of any information, documents, graphics, films, functionalities, music and/or other website services.
2. Placement of orders/purchases on our websites
2.1. Eligibility to make orders/purchases. To be able to make an order on our websites you must:
a) Be at least 18 years old.
b) Be an individual consumer; not a company or distributor. In this case, you should get in touch with email@example.com to make your orders.
2.2 How to make an order:
You need to have an email address to be able to make an order and to configure your browser to accept cookies and pop-ups in order to be able to use the full functionality of the websites, which includes the design of products, adding the latter to the shopping cart and paying them at the shop.
Making an order on the websites is simple, we summarise the process as follows:
1. Locate the products you want to purchase.
2. Add the products to your shopping cart.
3. Confirm your order.
4. Register your details to register your account, if you had not done so previously.
5. Confirm your delivery address or add an alternative address.
6. Confirm the delivery date and method.
7. Choose the payment method.
8. Receive online order confirmation.
You will be obliged to purchase the order at the moment that you click on the button "I confirm my order" at the end of the order process. Once you click on the button "I confirm my order", your order will be sent and will be received as shown on the final screen “Order confirmation”. Once we receive your order, an automatic order reception confirmation will appear on the website which will include your order number and the details of the purchase. The purchase agreement is concluded from that moment onwards.
We will also automatically send you a copy of the order reception confirmation to the email address provided. We advise you to print or download this copy just in case it was necessary to check it further on. Bear in mind that we expressly reserve the right to not accept your order or cancel the purchase agreement, even after the order reception confirmation.
2.3 Our right to not accept the order or cancel the purchase.
We reserve the right to reject any order or cancel any purchase, regardless of the reason. We also reserve the right to cancel any purchase (of an order previously accepted by us), without being liable for any damage or expense, in the following situations, amongst others:
- The invoicing information is not correct or cannot be verified.
- Your order has been detected by our security systems as an abnormal order or susceptible of being fraudulent.
- We have not received the payment within the following 30 calendar days after the acceptance of the order.
- We have reasons to think that you are underage or to think that you are a company.
- There was an error in the price offered.
- We could not make the delivery at the address provided.
2.4 Data verification.
When you send us your order we usually make certain verifications before processing it. This type of verifications may consist in checking the address, credit solvency and whether there is fraud. With regards to this last point, we carry out partially automatic verifications of all purchases to filter those that are abnormal or suspicious, as well as those susceptible of being fraudulent. Suspicions of fraud will be investigated and persecuted legally if necessary. When you send your order you are accepting these conditions.
3.1 Payment methods
The payment methods accepted on www.anchacastilla.com are the following:
1. Bank transfer
3. Credit / debit card
We do not accept any payment methods other than those listed above, as our systems are not designed to process other payment methods. Please do not try to make the payment using any method other than those indicated above. If you do so, we are not liable for the loss of the payment or any sort of damage that may result from this action.
3.2 Payment processing.
The payments can only be processed if the invoicing information can be verified. If you pay by credit / debit card, we will deduct the price as soon as the order leaves our warehouse for the delivery. If you make a customised order, the amount will be deducted as soon as we start to work on your order.
Bear in mind that if you pay bank transfer, we will send your order after receiving your payment or we will start to prepare it if it were a customised product. A bank transfer may take some days to become effective on our system. If after 30 calendar days, starting from date of the order, the money has not been received, the order will be cancelled.
3.3 Property clause.
We conserve the property of the products until we receive the full payment of all of the latter.
3.4 Prices and currency.
The prices of the products indicated on the websites include Value Added Tax (VAT). The delivery rates are applied to each order. The exact delivery rates depend on the country where your order has to be delivered and the weight of the order. For further information on delivery rates by country, check the Help section of the website.
By default the prices our shown in Euros, but you may choose between US Dollars and Sterling Pounds to see the equivalency of prices. Despite this possibility, the purchase will be always made in Euros, therefore if your country’s currency is not the Euro, your bank will apply the corresponding exchange rate on the date of the purchase. Your bank may apply a different exchange rate, fact which is beyond our control.
Bear in mind that changing the delivery country may have an impact on the price due to the change of currency or to the specific prices of this country.
3.5 Total amount
The total amount that appears on the final screen “Order confirmation” includes taxes and shipping costs. The prices are also detailed on the order reception confirmation, which you can print or download in case you need to check it in the future. If you pay by credit / debit card, the total price of your entire order will be shown on the statement in your local currency.
Please only send the exact amount specified on the order confirmation and make individual transfers for each order, including the individual reference number that figures on the order confirmation.
3.6 Changes of price.
The prices that appear on the website may be subject to variations. We reserve the right to change the prices without prior notice. In compliance with following clause 3.7, the prices indicated at the moment of making the purchase are the prices valid for that purchase.
3.7 Price errors.
Bear in mind that, although we have designed the websites very carefully, the information of the prices that figure on the latter may contain errors. We are not obliged to maintain our offer and we reserve the right to cancel your purchase if there had been such an error.
4. Safety of the order
The Secure Sockets Layer (SSL) safety protocol, one of the most powerful encryption platforms available at the moment, has been applied. The payment information will be encrypted from the moment that it is provided to the moment at which the transaction has been processed and will not be stored on any public server. Despite using safety programmes with encryption, we cannot guarantee the safety of the information or of the payments transmitted by Internet or by email. CLAAN Export SL cannot be held responsible for the damages stemming from the use of electronic communication channels, including, but not limited to, the damages resulting from a fault or delay in the remission of electronic communications, interception or manipulation of electronic communications on behalf of third parties or by means of computer programmes used for the transmission of electronic communications or virus.
5. Transport and delivery
5.1 Please check the Help section of the corresponding website to obtain more information about delivery dates. We can only process the orders to be sent to addresses, whether to particular homes or offices, which are located in any of the countries listed in the Help section of the corresponding website (look up “Which countries do we deliver to?”).
Under no circumstances will we accept orders addressed to post office boxes.
5.2 To view the approximate delivery times, please check the Help section of the website.
5.3 Split delivery
We will try to deliver your order in a one and only shipping process if possible. We reserve the right to split the delivery of your order (but not limited to the latter), if part of the order is delayed or is not available. If we have to split the order, we will notify you about our intention by means of an email to the address you provided us when you made the purchase. No additional shipping costs will be charged.
5.4 Verification upon reception of the delivery
When you receive our delivery, check the condition of the packaging at the moment of the delivery, before accepting it from the courier and make sure that there is no external damage or liquid stains. If the products contained in the package were damaged, do not accept the delivery and communicate this situation to firstname.lastname@example.org as soon as possible.
In these cases we will return the price of the purchase and all shipping costs as soon as our warehouse has processed the refund. Bear in mind that the verification of the delivery must be carried out within a reasonable period of time since the reception. For this reason, if we do not receive a notification that the products have been rejected within the 30 following days after the delivery, we will consider that you have accepted them.
6. Shipping costs
6.1 Shipping costs.
Shipping costs are applied for each order. The exact shipping costs depend on each delivery country and the weight of the package. For further information on delivery rates by country, check the Help section of the corresponding website.
6.2 Deliveries without charges.
If you make an order that exceeds the amount established for your country, you will receive your order by means of “ordinary delivery” WITHOUT SHIPPING COSTS or you will obtain a discount for “urgent delivery” if the latter were enabled for the destination chosen. Check the Help section of the corresponding website to find out about the minimum amounts and their corresponding delivery rates with discount.
7. Refunds and cancellations
7.1 Cancellation of an order before being sent.
You can cancel any order of non-customised products free of charge and without having to give any explanation as long as the order has not been sent. If you have made an order but you want to cancel it, please check the status of your order in the section “My account” and once there, click on the link "My Orders" which is in the upper left corner of the corresponding website.
If the status of your order is "Awaiting payment" or "Preparation in process" we may be able to cancel it. Please get in touch with our customers service centre on 902 041 874 (Help section of the corresponding website) or through the email email@example.com to request the cancellation of the order.
Our customer services operators will request the cancelation of the order to our warehouse. If the order could be cancelled, an email will be sent and the cancellation will be free of charge. If the order could not be cancelled, the delivery will be made, you will have to reject it when you receive it, return the products and we will refund the price of the latter.
The orders of customised products cannot be cancelled before being sent because we start to prepare the customised product as soon as we receive the order. Nevertheless, you can return your order following the procedure and conditions that appear below (check the following articles 7.2 and 7.3).
7.2 Return of products after being sent – faulty products.
You are entitled to returning faulty products or products that do not correspond with the order when you receive them. You can do so during the 30 following days after the reception. This does not affect your legal rights. If your complaint is justified, we will refund the price of the purchase and the shipping costs. For practical information about return and refund conditions, please check our Help section of the website.
7.3 Return of products after their delivery.
If due to any reason you are not satisfied with the products purchased, you can return them within the following 30 calendar days after the delivery provided that the product is in its original packaging and in good condition.
You cannot return products that have been manipulated.
For further information about refund conditions, please check article 7.6 below. For practical information about return and refund conditions, please check our Help section of the website.
7.4 Change of products.
Currently it is not possible to change products, but you can return the products that you receive. Check articles 7.2 and 7.3 above. For further information about refund conditions, please check article 7.6 below.
7.5 Return of gifts.
At the moment, we cannot offer the product return service to people who have received them as a gift. To return a product received as a gift, please get in touch with the person who purchased it and ask him/her to follow the procedure for the return of orders as indicated in the section Return of products after their delivery.
In any case, we will be delighted to help you and offer you a satisfactory solution; for such reason you can get in touch with us by firstname.lastname@example.org
7.6 Information on refunds.
If you return a product because it is faulty or because it does not comply with your order, we will pay for all shipping and refund costs.
If you return the product due to reasons other than being faulty or not complying with your order, you must be the refund expenses. When you make a refund you will have to do so using your own resources, in any case, always get in touch with email@example.com and we will be delighted to find an appropriate solution for both parties. But we still will not refund the shipping costs that were initially paid.
Refunds will be made through the same channel used for the original payment. Bear in mind that if you paid by bank transfer, you must provide your bank details to the Customer Services Department at the beginning of the refund process in order to pay the money directly into your account. You will receive the refund once the product has been retuned and the return has been processed.
For practical information on the return conditions and the refund periods, check the Help section of the website, check the information that appears in the Help section and follow the instructions carefully to avoid unnecessary delays.
7.7 Packaging of orders returned.
If you have to return an order, due to whatever reason, you must get in touch with our customer services department on 902 041 874 or by email to firstname.lastname@example.org.
We notify you that some of our products are sent in special packaging to keep a controlled temperature, or are sent by a courier agency with a controlled temperature service in their vehicles.
This section is important in order to have accurate information about the reason of the return and therefore, be able to analyse at our facilities the product in the same conditions in which it was sent.
Once analysed the information of the order returned, we will proceed to the full refund of the price of the order plus the shipping expenses, if the refund is due to a cause chargeable to our brand. In any other case, we will get in touch with you to solve the incident in the most convenient manner for both parties.
8. Conditions applicable to promotional codes (discounts)
When used in compliance with its terms and conditions, a promotional code allows you to obtain a single discount in the purchase of only one product or regarding the order of more than one product during the period of time indicated on the promotional code in question.
Promotional codes are personal and non-transferrable and can only be used for online purchases through the websites. You cannot sell, change or transfer a promotional code. You cannot charge or reveal this promotional code through the websites or any other public offer, gift, sale or exchange cannel. Promotional codes cannot be used for commercial purposes.
The promotional codes are associated to CLAAN Export SL. You cannot use the promotional codes with any other brand, company or name. Neither can you use them illegally, inappropriately nor disrespectfully, nor in any other manner that may harm the reputation of CLAAN Export SL.
You can only use one promotional code per product and per order. You cannot combine promotional codes with any other special offer or promotion. Changing promotional codes for money is not allowed.
CLAAN Export SL is not obliged to re-issue or refund the promotional codes. However, if it decided to re-issue or refund a promotional code, you would need your promotional code to do so. For this reason, always keep a copy of your promotional code, without which it would be impossible to re-issue or refund it in case of loss.
Without affecting any other rights which CLAAN Export SL may be entitled to, the latter has the right to immediately cancel a promotional code if it suspects that its use infringes any of the conditions reflected above or is incorrect in any other manner, or if it has any other reason to do so.
The processing of all orders through our websites is subject to the availability of the articles. We try to guarantee the stocks of all articles on sale. However, we reserve the right to not accept orders, or to cancel confirmed orders, of products which are not in stock. In such case, we would inform you by email and refund any payment which had already been made.
10. Validity of the offer
The offers of the websites are valid only at the moment at which they appear on the website, unless a certain period is specified on the latter. We are not obliged to respect any offer of the website that contains typographical errors, price mistakes or any other faults. We reserve the right to cancel any purchase made in which these errors are found.
11.1 CLAAN Export SL is only responsible for the damages that you may suffer if those damages result from a breach of the contractual obligations on its behalf or if the liability in questions stems from the applicable Laws.
11.2 If you had suffered damages related with our activities through the websites, our liability will be limited according to the following cases:
a) Damages caused to products or other materials.
b) Reasonable and probable expenses that you have incurred in to find out the reason and value of the damages mentioned in point a).
c) Reasonable and probable expenses that you have incurred in to avoid or reduce the damages mentioned in section a).
The maximum refund for the abovementioned damages suffered will be, if applicable, equal to the price of the purchase of the corresponding products.
11.3 We will not be liable for the damages caused to third parties as a result of the use of any of our products. We will not be held responsible for the damages that may have been caused by the inappropriate use of any of our products.
11.4 We are not liable for the damages resulting from any incorrect information included on the websites.
11.5 If there are damages as a result of a severely negligent or deliberate inappropriate behaviour on our behalf, none of the limitations specified in this clause will be applied.
12. Contents generated by the user
If you send to our websites ideas, comments, questions, data, graphics, opinions, designs, customisations or any other type of information (including information on bulletins, chat rooms or any other forum of the website(s) web) (hereinafter, "Contents Generated by the User”), or if you send these Contents Generated by the User through the website(s) to CLAAN Export SL, the latter will become the exclusive owner of this information.
The Contents Generated by the User will be considered as non-confidential and for that reason we are authorised to use or disseminate these contents through any channel and without assuming any responsibility due to this fact and without having to communicate this situation previously.
The Contents Generated by the User or any other information sent to the website does not involve any obligation for CLAAN Export SL for the review of the Contents Generated by the User, and under no circumstances is responsible for the contents in question.
13. Applicable Laws
These general conditions, and any dispute that may arise regarding the latter, including their validity, or regarding the use of the website(s) or any purchase made on the latter, will be governed by the Spanish Laws. In the case of litigation due to the interpretation, execution or validity of these general sales conditions, the courts of the place of residence of the consumer will be competent. Likewise, as an entity member of CONFIANZA ON LINE and in the terms of its Ethical Code, in case of controversies related with online advertising and contracting, protection of details, child protection and accessibility, the user can make use of the system of extrajudicial resolution of controversies of CONFIANZA ON LINE www.confianzaonline.es
14. Information about the websites
Despite the fact that CLAAN Export SL has designed the websites carefully, certain information, texts, documents, graphics, films, music and/or other services included on the latter may contain errors, be incorrect or incomplete. We are not liable for the damages that may be caused by the use (or incapacity to use) of the websites, including damages caused by virus, or any other inaccuracy or omission of information, unless these damages are a result of an inappropriate behaviour, whether negligent or deliberate, on behalf of CLAAN Export SL.
15. Links to other websites
Our websites contain links to other external sites. CLAAN Export SL is not responsible for the use or contents of the Internet sites with links to our websites or of those sites with links on our websites.
16. Trademarks and copyrights of the websites
All brand names, product names and titles used on our website(s) are our own trademarks or commercial names or trademarks or commercial names of third parties. You are not authorised to use or reproduce any of these trademarks or commercial names, because this would be an infringement of the rights of their owners.
All designs, texts, documents, films, music and/or other services, and the selection and arrangements of the latter, as well as all software compilations, base source code, software (including applets) and all the rest of the material of our website(s) are protected by copyright.
You are only authorised to make electronic copies and print on paper those parts of the website (s) necessary to make an order or to use the web as a resource for purchases. You are not authorised to use the information and material of our web for any other purpose, which includes its reproduction for reasons other than those mentioned above, its modification, distribution or reediting. If you want to use material or information from our website(s), you will previously have to obtain consent in writing.
C/Altagracia, 9, building 1.
13003 Ciudad Real
Customer Services Telephone No: 902 041 874
Opening hours - working days: from 10 a.m. to 2 p.m. and from 5 p.m. to 7 p.m.
In Ciudad Real, September of 2011