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General terms and conditions of sale
All purchases made through the portal www.alkanatur.com (hereinafter, the Website), owned by ALKANATUR DROPS SLU, are subject to these general conditions of On-line Purchases.
The GTC are supplemented by the Legal Notice and the Privacy Policy, which must be accepted in full by the Website Users prior to making the purchase. Once these terms and conditions have been accepted, they will be deemed incorporated into the GTC for all appropriate legal purposes.
By purchasing on the Website, you automatically accept these conditions. Please read them carefully.
The purchase of any of the services/products implies full and unreserved acceptance of each and every one of these general conditions, notwithstanding the acceptance of the specific conditions that may be applicable to the purchase of certain services/products.
ALKANATUR DROPS SLU is entitled to unilaterally modify each and every one of the obligations set out in these conditions, without prior notice, with the proviso that this right to modify may not affect the contracts that are in force at that time.
The Products offered in the Online Store are intended solely and exclusively for natural persons of legal age and legal entities, considered as “consumers” or “users” in the current applicable legislation.
The Website does not require prior subscription for simple browsing, access or use of the specific service in question. However, for access to certain content and services, prior subscription and User registration will be required.
Vendor identification
Corporate Name: ALKANATUR DROPS SLU
Tax ID: B70469432
Registration information: Mercantile Registry of Santiago de Compostela, Volume 265, Book, Sheet 206, Page SC-48037, First Entry
Registered address: Rúa Palmeiras 63 A1 Polígono Novo Milladoiro 15895 - Milladoiro, Ames (A Coruña) - Spain
User Registry
In accordance with the above, ALKANATUR DROPS SLU has reserved certain services offered through the Website to Registered Users.
To shop at the ALKANATUR DROPS SLU online shop you may register your details. Your data will be saved so that your future purchases will be faster. To register and buy in the online shop you must go to the section “Create an account” in the “My Account” section. If you are already registered to buy in the online shop and you have forgotten your password, go to the “My Account” section, click on the option “Forgot your password?” and insert your e-mail address and “Recover”, and you will immediately receive an e-mail to reset your password.
The User agrees to select, use and maintain their user name or “login” and password (hereinafter collectively referred to as the “Access Codes”) in accordance with the following clauses.
Access Code Assignment
The User has the option to choose and define their own access password. The User will not be able to choose a User Name other than a valid e-mail address, through which they will communicate with ALKANATUR DROPS SLU.
Use and Custody
The User agrees to use their Access Codes in a lawful and diligent manner, and not to disclose their Access Codes to third parties.
The User agrees to inform ALKANATUR DROPS SLU immediately of the loss or theft of the Access Codes, as well as of any risk of access to them by a third party.
The Access Code may only be used by the Users to whom it has been assigned. ALKANATUR DROPS SLU is exempt from any type of liability that may arise from damages caused or suffered due to fraudulent use or lack of diligence in the safekeeping and custody of the Access Code, or the loss or use in breach of the provisions of these Terms and Conditions.
User cancellation
You may request to unsubscribe as a Registered User at any time by sending an email to [email protected] providing the user’s details.
Products
All of the products or services that are sold on this website are new and original from the manufacturer.
The information provided by ALKANATUR DROPS SLU to the consumer or user regarding the products or services offered corresponds to the essential features of the good or service being purchased. ALKANATUR DROPS SLU, in constant contact with suppliers and manufacturers, shall keep the prices of the products or services up to date.
ALKANATUR DROPS SLU declares that the product or service offered corresponds to its technical description and main features. However, it must be understood that the photographs are merely for guidance purposes. Although there may be variations in their physical appearance, such variations do not detract from the integrity and performance of the product requested.
ALKANATUR DROPS SLU is not liable for any opinions or comments expressed or published by consumers and users through the website. Neither will ALKANATUR DROPS SLU be held responsible for how such information is used by the consumer or user.
Purchase validation
By validating the order or service, the customer expressly accepts and acknowledges these general terms and conditions as part of the execution of the contract.
Online shopping can be carried out at any time, 24 hours a day, 365 days a year.
The company informs you that its products and/or services will be marketed in:
• Peninsular territory, Canary Islands, Balearic Islands, Ceuta and Melilla, in compliance with the applicable Spanish legislation, in addition to the special invoicing and taxation regimes applicable to island territories and autonomous cities.
• *For the Canary Islands, contact (+34) 669 276 417, (+34) 618 454 758 or via email to [email protected]
For international orders, please contact the head office directly (+34 981 071 002) to be redirected to the relevant department or branch.
To make the purchase, you must select the desired product or service. Once selected, you will be able to access your shopping cart, where you must click on “Checkout” and, if necessary, you will be taken to the Shipping and Payment form (enter your billing details and you can modify any incorrect details, whether you are registered as a user or not).
In this section, you must specify whether you want the order to be sent to your registered address or to a different one. You must then make the payment according to the chosen method by clicking on "Place order". Once the payment has been completed, you will see the confirmation of the order registration and you will immediately receive this confirmation by e-mail. Once payment for the product or service has been confirmed, ALKANATUR DROPS SLU will start processing the order.
Price list
The prices of the services or products shown on our website are indicated in euros and include the applicable taxes and their corresponding itemisation, unless otherwise indicated.
• 21% for transactions in goods and services not taxed by the other two VAT rates.
Based on its commercial policy, ALKANATUR DROPS SLU may make final price variations either due to customer fidelity, acquisition of products of certain entity or relevance, as well as others that may be stipulated by ALKANATUR DROPS SLU at the time. However, it will be ALKANATUR DROPS SLU who freely and voluntarily offers these discounts and / or rebates to whomever it deems appropriate. Such discounts and / or rebates may not be demanded or requested at any time by the customer.
Prices may include shipping costs. Please consult the SHIPPING section. All sales are made with the corresponding invoice, which the vendor must provide to the consumer or user, who will be able to access it at any time. The invoice is issued, with the necessary data provided, once the order payment is confirmed and the order has been received and processed.
You may obtain the invoice in the following ways:
a. Requesting it by e-mail to [email protected]. The invoice will be sent within a maximum of 15 calendar days from the date of your request.
The prices shown may be reviewed and modified at any time by ALKANATUR DROPS SLU. Under no circumstances will this affect services or products already purchased by the user.
Once payment has been verified, ALKANATUR DROPS SLU will start processing the order.
Payment methods
The company has different methodologies available. You can consult what you need: Payment methods.
Shipments
ALKANATUR DROPS SLU will not send any product until the payment has been verified.
The delivery will be completed once the carrier has placed the products at the customer's disposal and the customer has signed the delivery receipt document. The customer must verify the features and conditions of the goods and notify ALKANATUR DROPS SLU should there be any error, defect or deterioration.
ALKANATUR DROPS SLU will send the products using the appropriate means in order to fulfil its commitments.
In the event that the goods are returned or must be sent to another address due to an incomplete, incorrect or missing delivery address, the customer must pay for the “re-routing” of the goods.
1. Shipping costs
A shipping charge is applied depending on the selected delivery zone. This charge will be specified in the shopping cart and in the order.
Free shipping is available on orders over €50 to the following destinations: Mainland Spain, Portugal, France, Italy, Belgium, Luxembourg, and the Netherlands. For orders under €50, the shipping cost is €5.55.
For Ceuta, and Melilla the postage is 14,07€.
For orders under 150€ to the Balearic Islands, the shipping cost is 10€. For orders over 150€, the shipping cost is 5,55€.
asking for the contact of the Oficial Distributor: [email protected].
ALKANATUR DROPS SLU RESERVES THE RIGHT TO REQUEST AN ADDITIONAL AMOUNT for particularly heavy or bulky orders. This must be stated prior to the order confirmation by the consumer or user.
2. Delivery time
Unless otherwise stated, products will be delivered within 1 to 5 working days. Orders placed on working days before 3pm will be processed on the same day. Orders placed after 3 p.m. will be processed the next working day.
Deliveries to the Balearic Islands, Ceuta and Melilla will be delivered within 6 working days. The product will only be shipped once payment has been received.
Products that require different delivery times shall reflect this feature in their description. Deliveries are made during the day, in the morning and afternoon. Deliveries are not guaranteed within a specific time slot. Deliveries cannot be customised to a specific day. Shipping and delivery times are as stated and are accepted upon placing the order.
However, these deadlines are approximate and may vary for reasons beyond our company's control. ALKANATUR DROPS SLU does not guarantee a specific delivery time, as the shipping process depends on third parties.
It should be noted that during promotional periods, delivery times may be longer than usual.
3. Stock-outs
On our website we only sell products that are in stock, either in our own warehouse or in another warehouse belonging to an entity, manufacturer or wholesaler. This enables us to deliver the product within the time described as the delivery time. However, the website is not instantly synchronised with the warehouses. In addition, we may run out of stock for a certain product during the period of time between the customer's order registry and when we receive and process the proof of payment. Therefore, in isolated cases, we may not be able to deliver an order due to lack of stock.
When we are unable to deliver a product due to lack of stock, ALKANATUR DROPS SLU will contact the customer to inform them of this, cancel the order and refund their money immediately by bank transfer.
In these cases, the amount will always be refunded to the customer and the order will be cancelled. WE ARE UNABLE TO FREEZE THE PRICE OF THE OUT OF STOCK PRODUCT UNTIL IT IS BACK IN STOCK, since the price of each product changes depending on our purchase price.
4. Problems with the reception of shipments
In the event of delivery problems caused by the transport company, the transport company will be held responsible and will try to provide the customer with the best possible solution.
In the event of delivery problems due to absence, lack of communication or other reasons with the customer, the transport company will attempt up to two re-delivery attempts, within the same locality, in the event that the customer is not at the address provided. Should the customer not be available to receive the shipment at the first address provided, the transport company grants the possibility of changing the delivery address.
In the event that the customer refuses delivery or the delivery is unsuccessful on more than two occasions, the package will be returned to the sender's address. The customer has to pay the return postage, with a charge of 10€, which will be deducted from the total amount in the same way as it was paid.
If the customer places an order with false, inaccurate, or incomplete information, or if the order is not shipped to locations (i.e., outside of mainland Spain and the Balearic Islands), the order will be cancelled, and shipping costs will be deducted from the amount paid by the customer (shipping and return or return of the product due to non-delivery).
In the event that the customer places an order to one address (Address A) and subsequently forwards it to another address (Address B) on their own, Alkanatur will only be held responsible for delivery issues regarding the shipment managed by Alkanatur to the first address.
Warranty
Legal warranty
In the event of a contract for the sale of goods supplied in a single act or in a series of individual acts, the vendor is liable for any lack of conformity which exists at the time of delivery and which becomes apparent within three years of delivery. The vendor is exempted from liability in cases where the consumer and user was aware of the lack of conformity at the time of execution of the contract.
Likewise, the producer guarantees, in all cases, that an adequate technical service and the supply of spare parts will be available for a minimum period of ten years beginning on the date on which the goods cease to be manufactured.
If the good does not comply with the contract, in order to restore it to conformity, the consumer or user is entitled to choose between correcting the lack of conformity by repairing or replacing the good, unless one of these measures proves objectively impossible or disproportionate.
Restoration of conformity will be considered disproportionate when it imposes unreasonable costs on the vendor, taking into account all relevant circumstances. These include, in particular, the value of the goods without the lack of conformity, the significance of the lack of conformity and whether the alternative remedy could be provided without major inconvenience to the consumer.
When correcting the lack of conformity is not an option, the consumer or user will be entitled to a rebate on the sale price or to the termination of the contract. However, the latter option will not be applicable when the lack of conformity is minor, except in cases where the consumer or user has provided personal data as compensation, with the burden of proof resting on the seller for the termination of the contract.
The consumer will not be charged any additional cost to exercise these rights, but in order to do so, must present the purchase receipt, invoice or delivery note.
Satisfaction guarantee
ALKANATUR DROPS SLU offers its own customer satisfaction guarantee for the Alkanatur Drops Jug. Customers may return the product within a maximum period of 30 days from the date of purchase if they are not satisfied with the product.
Returns will have a cost of 14€ and in the event that the order was placed using the cash on delivery method, the cost of return postage will be 19€.
All other Alkanatur products must be returned unused.
You may consult the policy in the section Consequences of the withdrawal.
The right of withdrawals and returns
According to Article 102 of Royal Legislative Decree 1/2007 of 16 November, approving the revised text of the General Law for the Protection of Consumers and Users and other complementary laws, the user has the right to withdraw from the purchase made within 30 calendar days of delivery of the product.
How to exercise the right of withdrawal:
To exercise the right of withdrawal with respect to products purchased exclusively on the Web, you must express your firm decision to withdraw from the contract, within the period(s) indicated above, in one of the following ways:
o If you choose to return the product to the headquarters of ALKANATUR DROPS SLU (Rúa das Palmeiras, 63, A1, 15895 O Milladoiro, A Coruña - Spain), you must first contact our Customer Service Department at 981071002.
o If you choose to return the product through the online store of the Web, you must contact our Customer Service at 981071002, or through the email account [email protected] to clearly state your decision to withdraw from the contract.
o Notwithstanding the provisions of the preceding paragraphs, you may also choose to exercise your right of withdrawal by completing and sending electronically to the email account [email protected] the withdrawal form which can be downloaded at https://alkanatur.com/alkadocs/WITHDRAWAL-FORM.pdf
, In this case, we will promptly notify you by email of the receipt of such withdrawal.
The right of withdrawal is understood to have been exercised within the legally established period when the communication concerning the exercise of this right has been sent to us before the end of this period, in the terms indicated above.
Consequences of the withdrawal:
If you exercise your right of withdrawal, we will reimburse you for all payments we have received from you, excluding delivery costs, without undue delay and no later than 14 calendar days from the date on which you inform us of your decision to withdraw from the contract. We will refund you using the same means of payment in which the purchase was paid for and you will not be charged any costs as a result of the refund. The only costs incurred will be for returning the product to us. The refund will be charged at a variable rate, depending on the product and if it has been used or not.
- Packs of Alkanatur Drops Jug, Alkanatur Drops Filter and Alkanatur Drops Filter Pack. The return will have a cost of 14€ and in case of ordering by cash on delivery the cost of return postage is 19€.
- Shower filters, Alkanatur Depure ultrafiltration equipment and Alkanatur taps. The return will have a cost of 14€ (or 19€ in case of having requested the order by cash on delivery) provided that the product is unused (not wet). If the product has already been used (wet), only half the price of the product will be refunded.
- Other Alkanatur products (accessories, books...). The return will have a cost of 14€ and in case of having ordered by cash on delivery the cost of return postage is 19€.
- Total Depure reverse osmosis system: please contact the company directly ([email protected]).
The products to be returned must be in perfect condition. If this is not the case, the withdrawal will not be possible.
In the event of purchasing a pack of several products and returning only one of the products, the difference between the price of the pack minus the price of the individual product will be refunded.
Exceptions to the right of withdrawal
Except for products that are defective or incorrectly supplied, in accordance with the provisions of article 103 of Law 3/2014, of 27 March, amending the revised text of the General Law for the Protection of Consumers and Users, the right of withdrawal shall not apply to contracts relating to:
a. The supply of goods that are made to the consumer's and user's specifications or are clearly personalised.
b. The supply of goods that are likely to deteriorate or expire quickly.
c. The supply of sealed goods which are not suitable for return for reasons of health protection or hygiene and which have been unsealed after delivery.
d. The supply of goods which after delivery and taking into account their nature have become inseparably mixed with other goods.
e. Contracts where the consumer and user has specifically requested the seller or supplier to visit him for urgent repairs or maintenance; if, during such a visit, the seller or supplier provides services in addition to those specifically requested by the consumer or supplies goods other than spare parts necessarily used to carry out the maintenance or repair, the right of withdrawal should apply to those additional services or goods.
Order cancellations
Orders are processed automatically and cannot be cancelled once they have been placed.
In the event that the customer makes a purchase that they subsequently wish to cancel, they will have to receive the order and process the return under the conditions stipulated in the previous point “The right to withdrawals and returns".
Customer service
To contact us at our Customer Service Department, we provide the following means of contact:
• Telephone: 981 071 002. Business hours from Monday to Friday, from 10:00 to 14:00 hours.
• E-mail: [email protected]
• Address: RUA PALMEIRAS 63 A1 POL IND NOVO MILLADOIRO, 15895 - MILLADOIRO AMES (A CORUÑA) - Spain
• Web: You can register as a customer on our website www.alkanatur.com and place your orders online.
All notifications and communications between Users and ALKANATUR DROPS SLU are deemed to be effective, for all purposes, when they are sent by post or by any other of the aforementioned means.
Claim forms are available to the customer, which can be requested through the aforementioned means.
Jurisdiction and authority
For the resolution of disputes arising from these general terms and conditions of sale, in the event that a consumer and user is involved, the parties submit themselves to the Courts and Tribunals of the civil order corresponding to the consumer's domicile, by virtue of their specific regulations.