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Legal Notice

SALES POLICY

The purpose of this document is to establish the General Conditions of Sale and Returns of the online sales website https://conservashoya.com and all its domains and sub-domains.

Identity of the parties:

The general conditions of sale described below (hereinafter referred to as the “General Conditions of Sale”) exclusively govern the contractual relations between any user of the https://conservashoya.com website (hereinafter referred to as “User” or “You”) and the seller, which is Conservas Hoya S.A. (hereinafter referred to as Conservas Hoya).

Placing your order:

You must be of legal age to make a purchase at https://conservashoya.com.

It is a prerequisite that in your registration you provide us with at least a mobile or landline telephone number and an e-mail address.

The means of contact that we will use to send you the notifications about your order will be mainly by e-mail, although sometimes we can also use the telephone or the physical postal address, which you will have previously provided us when completing your registration on our website in order to be able to buy.

If we accept your order, you will receive in your email previously provided in your user account, our acceptance by issuing an Order Confirmation. This Order Confirmation will be effective upon shipment. If we are unable to accept your Order, we will attempt to contact you by email, telephone or mail.

Availability.

Product availability: Conservas Hoya will make every effort to please all its customers in product demand. However, all product orders are subject to availability and, in this regard, if there are difficulties in supply, or if there are no items left in stock, we reserve the right to provide you with information about substitute products of equal or superior quality and value that you may order. If you do not wish to order such substitute products, we will refund any amount you may have paid.

Delivery

Conservas Hoya undertakes to deliver the products in perfect condition to the delivery address that you indicate in the order form.

You may request the delivery of the articles, in another address and to another physical person different from the one who subscribed the order, as long as the delivery address is located in Spain.

In order to optimize delivery, please provide an address to which the order can be delivered during normal business hours.

Conservas Hoya ships through SEUR, the leading courier company in the sector. 

Conservas Hoya will make available to the customer all the information about your shipment (such as the tracking number, for example) of the agency by which the shipment will arrive and the telephone number of the courier company, so that you can contact them and know at all times the location of your shipment.

Delivery of the goods will be made to the address designated by you. In case of absence of the addressee, at the time of delivery, a receipt will be left indicating how to proceed to arrange a new delivery.

Conservas Hoya reserves the right to change the type of shipment and the company by which it is made, regardless of what is stated in these pages and provided that it does not involve a manifest prejudice to the customer. 

In general, when the weight or dimensions of the order exceed the maximums established by the usual carrier, we will contact you to inform you of the carrier to be used and the specific deadlines in that case.

The shipping costs of the purchased items will be reflected in the final moment of the purchase and will depend on the chosen shipping method and the place of destination. These conditions may be modified.

For the purposes of these terms and conditions, “delivery” shall be deemed to have taken place or the product(s) to have been “delivered” at the time this package is handed over to the logistics company responsible for shipping, in this case SEUR. 

Delivery terms:

Delivery times depend on the selected carrier, and will always include a preparation time. As a Conservas Hoya user you are entitled to two delivery options: store pick-up and standard delivery within 24-72 hours on working days by SEUR. If it is necessary to modify these conditions due to the special nature of the order, we will contact you to inform you of the specific deadlines.

If for any reason we are unable to meet the estimated delivery date, we will inform you of this circumstance and give you the option to proceed with the purchase by setting a new delivery date or cancel the order with a full refund of the price paid. Please note that as a general rule we do not deliver on Saturdays or Sundays.

Impossibility of delivery:

We reserve the right to withdraw any product from our website at any time and/or to remove or modify any material or content on our website. Although we will do our best to always process all orders, there may be exceptional circumstances that require us to refuse to process an order after the Order Confirmation has been sent, and we reserve the right to do so at any time, at our sole discretion.

We will not be liable to you or to any third party for removing any product from our website “https://conservashoya.com”, whether or not such product has been sold, removing or modifying any material or content on the website, or for refusing to process an order once we have sent you an Order Confirmation.

SHIPPING RATES

The prices on the website “https://conservashoya.com” include VAT, applicable on the day of the order, but exclude shipping costs, which will be added to the total amount due as set out in the table according to the geographical area:

Shipping cost in 24-72h on working days 10€ – Cold shipment 15€.

The PRICE OF THE PRODUCTS will be as shown on the website. The price is expressed inclusive of taxes, as these taxes are fixed at the date of acceptance of the offer. The price must be paid in full at the time of purchase.

Conservas Hoya reserves the right to modify at any time the sales prices shown on https://conservashoya.com, but the items will be invoiced on the basis of the rates in force at the time the order is registered subject to availability on that date.

CANCELLATIONS

You have the right to cancel the order of any item purchased on https://conservashoya.com, with a full refund. Cancellation requests must be made in writing to info@conservashoya.com, specifying your order number, within 7 to 14 working days of receipt of the items.
To cancel your standard shipping order send an email to info@conservashoya.com.

To cancel your next day shipment order, please call us at 942 66 01 62

Return or exchange an item:

  • If you are not completely satisfied with your purchase, simply return the item(s) to us in its original condition within 14 days of receipt. We will send you a voucher, so you can exchange the item for another one if you prefer. However, shipping costs are only refunded if the items are defective.
  • The reimbursement of the amounts paid will be made through the payment method used for the purchase.

The provisions of this clause shall not affect your statutory rights as a consumer, nor your right to withdraw from the contract.

In the event of a dispute, the customer may first contact Conservas Hoya to reach an amicable resolution.

These General Conditions are governed by Spanish Law. The parties submit, at their choice, to the courts and tribunals of Cantabria for the resolution of conflicts and renouncing to any other jurisdiction.

RETURNS

Return of defective products

In cases where you consider that at the time of delivery the product does not conform to the stipulated in the Contract, you should contact us immediately through our email info@conservashoya.com, providing the product data and the damage suffered, in some cases we will ask you to send us a photo of the damage.

The customer has 30 days to return the order.

Once we receive the notification in Conservas Hoya we will contact you to inform you on how to proceed, and by which courier agency you should do it, as a general rule these are the steps to follow:

You must return the product to us at the address indicated on the invoice that you will receive by mail, providing us with the following information:

Personal Data

Your e-mail address
Order number
Reason for return
Date order received
Return date

Please return the item using its original packaging in addition to any instructions, documentation and packaging that may accompany the item.

Once we receive the goods to be returned, we will proceed to carefully examine the returned product and we will inform you by e-mail within a reasonable period of time if the product is to be returned or replaced (if applicable). The return or replacement of the item will be made as soon as possible and, in any case, within 30 days from the date on which we send you an e-mail confirming the return or replacement of the non-conforming item.

In the event that it is not possible to replace the product(s), the amounts paid for those products that are returned, because of a defect or defect, where it actually exists, will be refunded in full, including delivery charges incurred to deliver the item to you and the costs incurred by you in returning the item to us.

Returns and partial cancellations will give rise to partial refunds of the total amount paid for the entire order. Transportation, reimbursement and gift wrapping costs will not be refunded in case of partial returns.

The refund will be made to the same credit card used to pay for the purchase.

If you have any questions, you can contact us through our e-mail address info@conservashoya.com

The rights recognized by the legislation in force remain unaffected.

The item to be returned must be properly packaged for return. The packaging must be in perfect condition and keep all its original accessories and instructions in order to be returned.

Products modified or repaired by the customer or any other person not authorized by the supplier are also excluded from the warranty.

For any questions or requests for information, you can contact Customer Service either by e-mail at info@conservashoya.com.

Liability and disclaimer of liability

The photographs and the texts reproduced presenting the products offered are for information purposes only.

Conservas Hoya’s liability in relation to any product purchased on “https://conservashoya.com” will be strictly limited, in any case, to the purchase price of such product and will not be compromised by simple errors or omissions that may have occurred, when all the necessary precautions have been taken in the presentation of the products.

Subject to the provisions of the preceding paragraphs, Conservas Hoya’s liability under these general terms and conditions shall not exceed an amount equal to the sums paid following the transaction at the origin of such liability, whatever the cause or form of the action in question.

Conservas Hoya cannot be held responsible for the non-fulfillment of the contract signed in case of stock shortage or unavailability of the product, force majeure, interruption of activity or total or partial strike, in particular, of postal services and means of transport or communications, flood or fire.

No returns will be accepted for:

  • Products with the opening seal or packaging opened or damaged.
  • Products where improper handling or cleaning is evident.
  • Shipping costs, insurance and any damage that may occur during transport shall be borne by the Customer.
  • Receipt of the product does not imply acceptance or conformity of the return, so Conservas Hoya may have a period of seven (7) days to inform the Customer of any disagreement that may arise. In addition, we reserve the right to apply a penalty on the value of the initial refund in the event that the product does not arrive in perfect condition.

PAYMENT METHODS

Payment for orders may be made as described at“https://conservashoya.com”.

  • Redsys. Redsys  is a método de pago that accepts the pago with both credit and debit cards. Visa, MasterCard and American Express cards are accepted.

COMPANY INFORMATION

Conservas Hoya S.A.

VAT NUMBER: A39021639

Pol. Las Marismas – Cabildo . S/N, 39740 Santoña, Cantabria

info@conservashoya.com

COMMERCIAL REGISTER

Volume: 1135

Sheet: S-30983

Folio: 215

SECURITY AND BUYER PROTECTION

SLL protocols are adhered to as the 3DSecure system is used in the payment gateways, which redirects the data to secure servers without the merchant being able to access or store it.

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