Terms & Conditions of our online shop
1.Taxes and duties
Prices on our website do not include 21% VAT*. If you have a VAT number, the VAT will not be added. You can check if your VAT number is valid here .
VAT will not be applied if order will be delivered outside of the European Union. If you are located in Spain, you will have to pay 21% VAT anyway.
*VAT registration number, is the unique number that identifies a taxable person (business) or non-taxable legal entity that is registered for VAT.
After a shipping company accepts your order, POTCREM XXI, S.L is not responsible for any damage or loss. Although the chances of such an event are about 1%, we highly recommend that you insure your package. However, special care will be taken to protect fragile objects or keep them cold if needed.
Current insurance rates:
- 1.2% of your order value
- orders up to 1380€ – 16.50€ (fixed rate)
- orders of 1381€ and above – 1.2% of your order value
If you do not insure your package, each 1 kg of the package will be insured with 10€ by default, but in case of damage or loss we will not be able to refund you or resend your order.
3.Lost parcels & delayed shipments
The maximum delivery time within the EU is thirty (30) working days, as established by European law. However, it is very unusual that an express delivery will take more than 1-3 working days in Europe. If a package is delayed or miss a scan we will start investigation with logistic company, but we cannot resend or refund a package unless thirty (30) working days has passed for the EU.
4.Packages which have been suspended in custom duties
Please note it is the responsibility of the importer (customer) to know the rules and regulations of a country where his package is being delivered to. If a package has been stopped on customs border control we advise you to contact your local customs office and either try to have the package released, or reject it and resend to us. Once we receive the returned package we will refund the value of the products. Please note we only make a refund if we receive the returned package – we do not take responsibility of seized goods. Please take into account that our company does not take any responsibility in case of any problems on customs border outside of EU. Even though, we will send any additional documentation if necessary.
If you would like to return any product, please notify us within 14 days after receiving it. Please note, Product can be returned only under one of the following conditions:
- The product contains manufacturing defects
- We send you the wrong product
In this case you will be offered either replacement or 100% refund. Your refund will be processed via the same method of payment originally used for the purchase. In the event that any of the above conditions apply; please contact us by email firstname.lastname@example.org or call our customer service by +34 654 642 340 and we will resolve the situation and arrange a pick-up of the goods for return. No returns will be accepted after 14 days.
In the event that a client cancels the order under the above conditions, we will refund the amount using the same payment method that was used when ordering.
Refunds paid by bank card or bank transfer can only be made to the bank card or bank account used for the payment. All bank charges for this transaction are at the customer’s expense.
Please note that refunds can take up to 29 working days to show on your account due to varying processing times between payment providers. Contact your bank if you need to speed up the process.
We are not working with TaxFree service
- If you have a promo code you can apply it in the cart (Promo Code section)
- We offer special wholesale price (starting from 5 pieces of the same product, contact managers for more info)
- 5% discount for the first order
Please note that these promotions cannot be combined with any other sale, promotion, discount, code, coupon and/or offer.
You have 2 options to pay for your order:
- Online with a debit or credit card:
We accept payments with Visa, Visa Electron, V Pay, MasterCard, MasterCard Electronic or Maestro cards. When choosing this payment method, the payment page of our servicing bank (DSK) opens, where you enter your card details. If you are registered in the Verified by VISA or MasterCard SecureCode authentication schemes, you will be redirected to the issuing bank’s authentication page, where you will need to enter your authentication password. When a transaction is completed successfully, a transaction note will be displayed on the screen, which you can print or save.
Your card details are only used by the intermediary bank and are not stored by us.To protect you from the misuse of payments with your Visa or MasterCard, we apply the best practices recommended by international card organizations:
Security when entering and transmitting card data is ensured by using the SSL protocol to encrypt the connection between our server and the payment page of our servicing bank. The authenticity of your card is verified by entering a security code (CVV2).
In addition, in order to identify you as a cardholder, the payment server for e-commerce of our serving bank supports the authentication schemes of international card organizations – Verified by VISA and MasterCard SecureCode, if you are registered for their use.
During an online order, the indicated amounts will be automatically debited from your card at the end of the payment process.
- By bank transfer:
Payment of a specified amount must be made no later than the time specified during the online order. After payment is done, it is recommended to send a copy of a payment document to email@example.com. Make sure to enter your order number in the concept of payment.
9. Shipping and Delivery
All orders are shipped with FedEx, UPS, DHL and with other delivery services. Shipment throughout Spain is delivered by DHL with costs 7€. Delivery time requires 1-2 working days. To the rest of Europe we ship with FedEx or UPS.
- Economy delivery takes from 3 to 5 working days. Within the EU price is about 25 €. Prices may vary depending on the weight of the package and your postal code.
- Express delivery takes from 24 to 48 hours. Within the EU price from 40€. Prices may vary depending on the weight of the package and your postal code.
We will send you tracking number after sending your order.
We offer free economy delivery for orders above 500 EUR around Spain (except wholesale orders) and above 2500 EUR around EU (except wholesale orders). IVA (VAT) not included.
Please take into account: prices for delivery depend on the weight of the package and your delivery address postal code.
If you want to check the exact price for your order please contact with our manager +34 654 642 340 by whatsapp/viber or by email firstname.lastname@example.org