Terms and conditions of purchase

1. INTRODUCTION AND ACCEPTANCE

This document establishes the Terms and Conditions of Purchase governing the acquisition of products through www.tramasmas.com, as well as orders placed via screen or checkout in physical stores.

Placing an order implies full and unreserved acceptance of these Terms and Conditions of Purchase, as well as the Legal Notice, Privacy Policy, and Cookie Policy available on the website.

These conditions apply exclusively to end consumers (B2C). However, Tramas+ may apply volume discounts on high-value orders, without this implying in any case an independent B2B commercial relationship.

 

2. SCOPE OF APPLICATION

These conditions govern:

• Purchases made through the website www.tramasmas.com
  
• Online orders placed via screens or checkout from physical stores
  
• Purchases made in Tramas+ physical stores

Tramas+ reserves the right to modify these conditions at any time. Any modifications will not have retroactive effect and will not affect orders already confirmed.

 

3. PURCHASE PROCESS

To place an order, the customer must follow the online purchase process and complete payment using one of the available payment methods.

An order shall be considered accepted when payment has been successfully processed and the customer receives the order confirmation email.

Subsequently, the customer will receive a shipping confirmation email when the order has been prepared and handed over to the carrier.

In certain cases, Tramas+ may issue partial refunds for items before the customer receives the order, when a lack of stock of any of the products is detected during preparation. This refund may be made without the need to state the specific reason in the information email.

For orders placed from a physical store, the return and refund conditions will depend on the payment method used at the time of purchase.  If the customer pays for the order from their mobile phone, the conditions for web orders shall apply, whereas if the customer pays at the store checkout, the order shall be considered a purchase made in store.

 

4. ORDER DATA MODIFICATION

Before completing payment, the customer may modify the order details (items, address, contact details, etc.).

Once payment has been made, any modification request must be managed through customer service. However, it is not guaranteed that such requests can be processed before the order enters preparation or is shipped.

It will not be possible to modify:

• The items in the order under any circumstances.
  
• The address or postal code once the order has been prepared or after 2 hours from placing the order.
  
• Other modifications (name, email or other details) may be assessed on a case-by-case basis by the customer service team.

 

5. PRODUCT AVAILABILITY AND STOCK

All orders are subject to stock availability. Even if the customer has completed the purchase, occasional discrepancies may be detected during order preparation. In such cases, if an item is unavailable, the unavailable item will be refunded. This process may take up to 48 hours from order preparation. This partial refund will not entitle the customer to any additional compensation.

 

6. PRICES AND PAYMENT METHODS

All prices include legally applicable taxes.

Shipping costs are displayed during the purchase process once the customer enters the address and selects the shipping method.

Available payment methods are:

• Bank card
  
• Apple Pay
  
• PayPal
  
• Bizum
  

The payment methods available may vary depending on the country or technical availability at the time of purchase.

If payment is not successfully authorized, the order will not be processed or prepared. Payment methods may be modified according to Tramas+ needs.

 

7. PAYMENTS BY BANK TRANSFER (NOT AVAILABLE)

Some orders placed in the past could be paid by bank transfer. In these cases:

• Payment requires manual validation
  
• The customer must send proof of transfer to posventa@tramasmas.com indicating the corresponding order number in the subject line
  
• Until payment is validated:
  
  • The order will not move to preparation
    
  • Stock will not be reserved
    

In case of cancellation of orders paid by bank transfer, the refund will be made within a maximum period of 90 days. For this purpose, Tramas+ may request the necessary bank details (IBAN).

 

8. SHIPPING AND DELIVERY

Orders may be delivered via:

• Home delivery
  
• 24-hour delivery
• Pickup point
• Pick up at Tramas+ store (Spain - mainland)

Preparation and delivery times are always calculated in working days. No preparations or deliveries are made on Saturdays, Sundays or public holidays.

24-hour delivery will be available if the order is placed before 12 noon on the same day, generating a shipment that should be delivered before 2 p.m. the following day, although this may be subject to the different circumstances of the transport company.

The maximum delivery time will be 30 calendar days from order confirmation.

An order will be considered delivered when it is received by the customer, the shop or the selected collection point.

Deliveries are handled by external courier companies, which have their own internal policies regarding delivery, storage, incidents and returns. Tramas+ cannot alter or interfere with these policies, although it will assist the customer in resolving any issues relating to the delivery. If delivery cannot be made, the parcel may be left within a 5km radius of the selected delivery point.

The available shipping areas may vary depending on logistics operations. It will only be possible to complete an order when the delivery address corresponds to an active shipping area at the time of purchase.

 

Shipping Costs

SPAIN

• Home delivery Spain (mainland): €3.99 for orders under €39.99. €3.99 if the order is placed from store screens, regardless of its value.
• 24-hour delivery (mainland): €6.99 regardless of its value.
• Home delivery Balearic Islands: €5.99 for orders under €59.99
  
• Home delivery to the Canary Islands: €20, regardless of the order amount (CURRENTLY NOT AVAILABLE)
• Delivery to a pick-up point (not available for the Canary Islands, Balearic Islands, Ceuta and Melilla): €1.50 for orders under €15.99. €1.50 if the order is placed from store screens, regardless of its value.
• Delivery to Tramas+ store: free

 

PORTUGAL

• General home delivery (excluding islands): €3.99 for orders under €39.99
  
• Collection point delivery (excluding islands): €1.50 for orders under €29.99
  
• Delivery to Tramas+ store: free

 

ITALY

• General home delivery: €5.99 for orders under €49.99
  
• Islands home delivery: €11.99 for orders under €59.99
  
• General collection point delivery: €5.99 for orders under €49.99
  
• Islands collection point delivery: €10.99 for orders under €59.99
  
• Delivery to Tramas+ store (Rome Marconi only): free

 

INTERNATIONAL

• Home delivery: €5.99 for orders under €89.99
• Delivery to a collection point: €5.99 for orders under €89.99

* The selection of available stores and collection points may vary depending on logistical capacity.

 

Return Costs

Return costs will be deducted from the refund amount. Refunds will be processed within a maximum period of 14 days from the moment the package arrives at the logistics center.

 

SPAIN

Free in-store return

Mainland collection point return: €2.99

*For orders from the Canary Islands and Balearic Islands, the customer must assume the shipping cost of the items they wish to return. Depending on the customer’s shipping point, the parcel may be sent to:

Balearic Islands: Mallorca Fan Store  
CC Fan Mallorca Shopping, Carrer del Cardenal Rossell, s/n, Platja de Palma i Pla de Sant Jordi, 07007 Palma, Illes Balears

Canary Islands: Tramas Tenerife Centro Store
C, C Valentin Sanz, no. 9, 38003 Santa Cruz de Tenerife

Tramas is not responsible for orders that have not been delivered to this address. Therefore, we recommend that you keep the tracking number of your returned parcel.

 

PORTUGAL

Free in-store return

Collection point return (excluding islands): €2.99

 

ITALY

Free in-store return

For orders to be returned to our head office, the customer must cover the cost of returning the items. They must be sent to the following address: TRAMAS MARCONI, Viale Guglielmo Marconi, 76, 00146 Rome RM, Italy.

Tramas accepts no responsibility for orders that have not been delivered to this address; we therefore recommend that you keep the tracking number for your returned parcel.

 

Estimated Delivery Times

• Mainland, Italy and Portugal: 2 to 5 working days
  
• Balearic Islands, Canary Islands and islands of Portugal/Italy: 7 to 15 working days
• International: 10 to 15 working days
• Stores in Spain (mainland): 7 to 10 working days
• Stores in Italy: 4 to 7 working days

In the case of shipments to the Canary Islands, delivery times may be extended due to customs procedures, without this being considered a contractual breach.

Tramas+ shall not be responsible for delays resulting from:

• Administrative or customs procedures
  
• Inspections or controls by authorities
  
• Adverse weather conditions
  
• Transport-related limitations

 

9. UNDELIVERED OR UNCOLLECTED ORDERS

Orders for in-store collection will remain available for 14 days. After this period, a refund will be processed and the goods will return to store stock.

Orders delivered to a collection point or carrier branch will remain available for the periods established by each operator:

• SEUR: 7 days
  
• InPost: 7 days
  
• MRW: 7 days
  

If the order is not collected within the established period, €3.99 will be deducted from the refundable amount as return costs. This cost will also apply to orders with an incorrect email address preventing collection notification, or an incorrect postal code provided by the customer requiring reshipment. The refund will be processed within a maximum of 14 days from receipt of the order at the warehouse.

 

10. EXCHANGES, RETURNS AND RIGHT OF WITHDRAWAL

The customer has a period of 30 days from receipt of the order or from purchase in store to make a return.

Para compras en tienda, será imprescindible presentar el ticket de compra, sobre todo para pedidos pagados en efectivo. El justificante bancario no se considera ticket válido, ya que no permite identificar el artículo adquirido ni la tienda donde se realizó la compra.

 

Returns of web orders

• Direct exchanges are not available. To exchange a product, the customer must return the item and place a new order.
  

The refund will be made using the same payment method used for the purchase

 

Returns of in-store purchases

• Returns and exchanges must be made exclusively at a Tramas+ store.
  

The amount will be refunded by means of a store voucher with no expiration date, usable only in physical stores. Refunds will not be made to the original payment method.

If you made your purchase at a Tramas+ franchise, you can only return items to one of these shops.

 

Returns of orders placed from store (screen or checkout)

• Order placed via screen with QR payment: considered an online purchase
  
  • Free in-store return
    
  • Return by courier
    
  • Refund to the original payment method
    
• Order placed via screen or checkout and paid at checkout (cash or card): considered a physical store purchase
  
  • The return must be managed exclusively in store
    
  • The amount will be refunded via store voucher

 

11. REFUNDS

• In-store returns: refund within a maximum of 72 hours
  
• Returns to logistics center: refund within a maximum of 14 days from receipt
  

Refunds will always be made using the same payment method whenever applicable.

For orders paid by bank transfer, the maximum refund period will be 90 days.

 

12. WARRANTIES AND DEFECTIVE PRODUCTS

The products have a legal warranty of 2 years from the date of delivery, in accordance with current consumer protection regulations.

If during the first two years the product has a defect or fault covered by the warranty, the customer may exercise their rights for an additional period of up to a third year from the date of purchase.

In the case of purchases made with an invoice in the name of a company or self-employed person, the applicable warranty will be 1 year, as this is a commercial relationship other than end consumer protection.

• Online purchases: the customer must contact customer service.
  
• In-store purchases: the customer must go to the store where the purchase was made.

In the case of a defective product:

• If the order includes several items, the shipping costs associated with the entire order will not be refunded.

For in-store purchases, it is essential to present the purchase receipt, especially for orders paid for in cash. A bank receipt is not considered a valid receipt, as it does not allow the item purchased or the store where the purchase was made to be identified.

 

13. VOLUME DISCOUNTS

Tramas+ may apply volume discounts on high-value orders, provided that the items are not subject to prior promotions:

• Orders over €500: 10%
  
• Orders over €1,000: 15%
  
• Orders over €2,000: 20%
  

These discounts do not imply under any circumstances a B2B commercial relationship.

 

14. APPLICABLE LAW

These Terms and Conditions of Purchase are governed by Spanish law, without prejudice to the rights granted to consumers under applicable regulations.