These GENERAL CONDITIONS apply to the purchase of products through operated by Cloen Europa S.L., a company created under Spanish law, with C.I.F. B-98937220. These terms and conditions are formulated under the Spanish Civil and Commercial Codes, Law 7/1996 of 15 January 1996 on the Regulation of Retail Trade, Law 7/1998 of 13 April 1998 on General Terms and Conditions of Contract, and Law 7/1995 of 23 March 1995 on Consumer Credit. These terms and conditions, together with your Order Confirmation, constitute the Contract between our company and you. To place an order, the purchaser must be at least 18 years of age. By using this site, you agree to the terms of use and general conditions. Please do not use this website if you do not agree to these terms of use. Cloen Europa S.L. reserves the right, at any time, to modify, alter or update these terms of sale, and you agree to be bound by such modifications, alterations, or updates on subsequent visits. Our money-back guarantee is to be understood under these terms and conditions. In the event of any conflict between the guarantee and the general conditions specified herein, and these are not accepted and/or are not complied with, the guarantee shall be deemed to be terminated. The acceptance of the order and its implementation will take place as soon as the payment has been made. Any email or other communication of your order is merely to inform you that your order has been received, but in no way constitutes acceptance of your order regardless of any text in the email. Cloen Europa S.L. reserves the right, at any time before acceptance of the order, to reject the order in whole or in part, or to request more or better information from you to enable us to evaluate or process the order.

To exercise the right of withdrawal for any product in the "kitchen", "rest" and "personal care" range, it must be new, unused, and in its original packaging. If the product has been used, the right of withdrawal does not apply for reasons of health and hygiene protection under article 103 of Royal Legislative Decree 1/2007, of 16 November. Article 103. Exceptions to the right of withdrawal. The right of withdrawal shall not apply to contracts relating to:

(a) The provision of services, once the service has been fully performed, when performance has begun, with the prior express consent of the consumer and user and with the acknowledgment on his part that he is aware that, once the contract has been fully performed by the entrepreneur, he will have lost his right of withdrawal.

b) The supply of goods or services the price of which depends on fluctuations in the financial market which are beyond the trader's control and which may occur during the withdrawal period.

c) The supply of goods made to the specifications of the consumer and user or clearly personalized.

d) The supply of goods that are likely to deteriorate or expire quickly.

e) The supply of sealed goods that are not suitable for return for reasons of health protection or hygiene and which have been unsealed after delivery.

f) The supply of goods which after delivery and taking into account their nature have become inseparably mixed with other goods.

g) The supply of alcoholic beverages whose price has been agreed at the time of concluding the sales contract and which cannot be delivered within 30 days, and whose actual value depends on market fluctuations beyond the entrepreneur's control.

(h) Contracts where the consumer and user has specifically requested the trader to visit him for urgent repairs or maintenance; if during such a visit, the trader 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.

(i) The supply of sealed audio or video recordings or sealed software that has been unsealed by the consumer and user after delivery.

j) The supply of newspapers, periodicals, or magazines, except for subscription contracts for the supply of such publications.

(k) contracts concluded using public auctions

(l) the supply of accommodation services for purposes other than the provision of housing, transport of goods, car rental, catering, or related services; (m) the supply of services other than accommodation, transport of goods, car rental, catering, or related services.

m) The supply of digital content that is not provided on a tangible medium where performance has begun with the prior express consent of the consumer and user with the knowledge on his part that he loses his right of withdrawal as a result.

You agree that we may publish any comments you send us regarding the quality of our services or products on our website. We may use your name and city of residence, but under no circumstances will we publish your e-mail address, telephone number, Internet address, or street address. We work to meet or exceed your needs to the best of our ability, however, there may be times when we do not achieve our objective or you feel that you have not been treated fairly. In that case, you agree that before posting any negative feedback you agree to contact Customer Service explaining the problem and allow us 14 days to investigate and resolve the problem and/or respond in writing. If you are still unhappy, then you agree to include the customer service response in any online comments you may make, so that any reader has a balanced view.

Once you have purchased a product in a distance sale, you have 14 calendar days to exercise your right of withdrawal. This period starts from the moment the product is recorded as delivered, as indicated in the current regulations, accessible via the following link: To exercise the right of withdrawal, you must notify us of your decision using an unequivocal statement (e.g. fax, web form or e-mail).

For the return you must:

- Bear the shipping costs to our premises, being able to choose the most economical means for you. You can also ask us, if you wish, to collect the product, for which we will inform you of the costs involved in this collection and that you must pay the transport agency at the time of collection of the product.

- The Product must be in the same condition in which it was delivered and must retain the instructions, documentation, accessories, as well as its original packaging and labeling.

- The return must be made using the same box used in the delivery or, failing that, in a similar format that guarantees the return of the Products in perfect condition. For reasons of hygiene and health, returns of food-related products are restricted. Therefore, for all those products whose use requires contact with foodstuffs, returns will not be accepted due to withdrawal. If the product has a defect or malfunction, you should contact our Technical Service. 

For reasons of hygiene and health, returns of personal hygiene products are restricted, as well as masks, pillows, pillowcases, pillowcases, sheets, mattresses, underwear, etc. ....(covid-19)

Refund of the price of the products In the event of the exercise of the right of withdrawal you will be entitled to a refund of the price of the Products returned provided that they are in the same condition in which they were delivered, have not been used (except as necessary to verify their suitability as expected, except for products related to food), damaged, unsealed, or lost before arriving at our premises or have not met the requirements set out in these Terms of Use.

We will check the suitability of the returned Product in our warehouse, reserving the right not to make the refund if we detect that the Product purchased and the one returned do not match or that the return has not been made under the Conditions of Use.

The refund will be made in the same form of payment used by the customer. The deadline for receiving the product will be 14 calendar days from the date on which you communicate your decision to withdraw, under the regulations in force, accessible via the following link: Click here to download the Cancellation Form.

Condiciones generales


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