SELLER'S DETAILS

Company name: Tramas Retail, S.L.

Tax ID (CIF): B91110528

Registered address: P.I. Carretera de la Isla, C/Río Viejo 52, 41703 Dos Hermanas, Sevilla

1. PURPOSE

These General Terms and Conditions of Sale (hereinafter, the “Terms”) govern the purchase of products marketed by TRAMAS+ through its various sales channels, including the Website www.tramasmas.com and, insofar as applicable, its physical stores.

Making a purchase implies reading and accepting these Terms, as well as any particular terms or specific policies applicable to the relevant sales channel, product, service, or promotion.

TRAMAS+ may amend these Terms to adapt them to regulatory, operational, or commercial changes. Amendments will apply only to purchases made after their publication and will not affect previously formalised orders.

In the event of any contradiction between these Terms and the particular terms of a product, service, or promotion, the latter shall prevail with respect to the aspects expressly regulated therein.

2. SCOPE OF APPLICATION

These Terms shall apply to all purchases made through the sales channels enabled by TRAMAS+, including:

•        The Website www.tramasmas.com

•        Assisted orders managed in physical stores through the systems enabled by TRAMAS+ for shipping or collection.

•        TRAMAS+ physical stores.

Certain products, services, promotions, or sales channels may be subject to particular terms, which shall supplement these Terms and shall prevail in the event of contradiction with respect to the specifically regulated aspects.

TRAMAS+ may amend these Terms to adapt them to regulatory, operational, or commercial changes. Amendments will apply only to purchases made after their publication and will not affect previously formalised orders.

3. PURCHASE PROCESS AND ORDER CONFIRMATION

To make a purchase, the customer must follow the process enabled in the relevant sales channel and complete payment using one of the available payment methods.

Once the purchase is completed, TRAMAS+ will send the customer a communication with the order details. Subsequently, once the order has been prepared and handed over to the carrier, a further communication confirming shipment will be sent.

If, one hour after completing the purchase, the customer has not received order confirmation, after checking the junk or spam folder, they should contact Customer Service by email at posventa@tramasmas.com, indicating, as far as possible, the buyer's name, the date and time of purchase, the amount paid, and any other information that may help locate the order.

Receipt of the order confirmation evidences its correct receipt by TRAMAS+ and the start of its processing. All orders are subject to product availability, the checks necessary for their correct management, and, where necessary, the applicable fraud-prevention measures.

If, before the order is prepared or shipped, the unavailability of any of the requested products is detected, or any technical, logistical, or availability incident arises that wholly or partially prevents its supply, TRAMAS+ will inform the customer as soon as possible and will, where applicable, refund the corresponding amount using the same payment method used for the purchase.

In the event of partial unavailability, TRAMAS+ may process and ship the available products, refunding the amount corresponding to the items not supplied. However, where the nature of the order or the surrounding circumstances so justify, TRAMAS+ may fully cancel the order, informing the customer beforehand and fully refunding the amounts paid.

For assisted orders placed in physical stores, the applicable terms regarding exchanges, returns, and refunds will be determined by the payment channel used. Orders paid through online payment systems will be governed by the terms applicable to purchases made through the Website, while those paid directly at the till will be treated as purchases made in a physical store and subject to the terms applicable to that channel.

4. PRODUCT AVAILABILITY

All orders are subject to the availability of items at the time of preparation.

TRAMAS+ takes the necessary measures to keep information on its product stock up to date. However, due to the nature of the business, technical incidents, inventory errors, or unforeseen circumstances affecting availability may occur.

The inclusion of a product in any of TRAMAS+'s sales channels does not guarantee its availability until the order has been prepared for dispatch.

If, during order preparation, any of the requested items cannot be supplied, TRAMAS+ will inform the customer as soon as possible, will process the shipment of the other available products, and will refund the amount corresponding to the items not supplied.

Where the order has benefited from a discount, coupon, or promotion, the refund will be calculated on the amount actually paid for the affected items, applying the proportional part of the benefit enjoyed, unless the particular terms of the promotion expressly establish a different criterion.

The unavailability of one or more items will not change the shipping conditions applied at the time of purchase. Accordingly, if the order benefited from free shipping for meeting the established conditions, TRAMAS+ will not subsequently charge any shipping cost as a result of the partial refund of items not supplied.

If no item in the order can be supplied, TRAMAS+ will cancel it and will fully refund the amounts paid by the customer, including, where applicable, shipping costs paid.

TRAMAS+ may fully or partially cancel an order where exceptional circumstances arise that prevent its correct processing, such as manifest errors in product information, technical or logistical incidents, well-founded suspicion of fraud, or any other circumstance beyond its reasonable control. In such cases, the customer will be informed as soon as possible and, where applicable, the amounts paid will be refunded using the same payment method used for the purchase.

5. MODIFICATION AND CANCELLATION OF THE ORDER

The customer may request the modification or cancellation of their order by contacting Customer Service at posventa@tramasmas.com.

As a general rule, requests must be made within two hours of order confirmation and always within customer service hours, Monday to Friday, from 9:00 a.m. to 3:00 p.m.

TRAMAS+ will process all requests as diligently as possible. However, receipt of a request within the indicated period does not guarantee that it can be accommodated, as this will depend on the order's preparation status at the time it is handled.

Once the order preparation process has begun or it has been dispatched to the carrier, no modifications or cancellations will be possible.

While the order has not been dispatched, the customer may request a change to the delivery address. This possibility will likewise be subject to the order's processing status.

If the change of address involves a change of postal code that increases transport costs, TRAMAS+ may charge the customer the corresponding amount. As a general rule, this amount will be €3.99, unless the shipping rates in force establish a different amount, in which case the customer will be informed before the change is made.

Orders with in-store collection cannot be modified to change the selected store once confirmed. If the customer wishes to collect their order at a different store, they must request cancellation of the order, provided this is possible under these Terms, and place a new order selecting the desired collection store.

To facilitate the handling of any request, the customer should indicate, whenever possible, the order number or, failing that, the customer's name, the date and time of purchase, the amount paid, and any other information that helps identify the order.

For assisted orders placed in physical stores, requests for modification or cancellation will likewise be governed by these Terms, without prejudice to the particularities arising from the payment channel used.

6. PRODUCT PRICES

All prices published by TRAMAS+ are expressed in euros (€) and include any taxes that are legally applicable in each case.

Shipping costs and any other applicable additional costs will be shown itemised before completing the purchase process.

TRAMAS+ may change the prices of its products at any time. However, such changes will not affect orders whose purchase has already been correctly confirmed.

Products will be invoiced according to the price in force in the sales channel on which the customer completes the purchase at the time of order confirmation.

Due to TRAMAS+'s omnichannel nature, prices, promotions, discounts, and commercial campaigns may vary depending on the sales channel used, whether the online store, physical stores, or assisted in-store orders, without there being any obligation to align commercial terms between them.

Likewise, stores operated under a franchise arrangement may apply their own prices, promotions, or commercial campaigns that differ from those offered by TRAMAS+ in its online store or other stores of the brand.

Promotions, discounts, or commercial campaigns offered in a given sales channel or store will be valid exclusively in that channel or store, unless expressly stated otherwise in their particular terms.

In the event of a manifest error in the published price of a product, TRAMAS+ may render the order void, informing the customer as soon as possible and, where applicable, fully refunding the amounts paid.

Volume discounts

TRAMAS+ may apply special volume discounts on high-value orders, in accordance with the terms set out in this section.

These discounts may only be applied when the items included in the order are not subject to promotions, active offers, or other current discounts.

Volume discounts:

•        May not be combined with each other.

•        May not be combined with promotional codes, coupons, vouchers, or other applicable discounts.

•        Will not, under any circumstances, create a B2B commercial relationship between the customer and TRAMAS+, the purchase retaining the status of a purchase by a private individual customer.

The discounts applicable according to the order amount will be as follows:

Order amount	Applicable discount
From €500	10% discount
From €1,000	20% discount
From €3,000	30% discount
More than €5,000	Special terms. Please consult in advance with sac.web@tramasmas.com

 

Orders to which a volume discount is applied will require full payment or prepayment before preparation and shipment.

Orders with a volume discount will have free shipping to mainland Spain (peninsula), unless a different condition is expressly indicated before order confirmation.

For orders exceeding €5,000, the customer must contact sac.web@tramasmas.com in advance to assess the applicable terms before making the purchase.

In the event of a partial return of an order to which a volume discount has been applied, that discount will be taken into account to proportionally calculate the amount corresponding to the returned products.

Sales periods and special campaigns

During sales periods, special promotions, commercial campaigns, or peaks in demand, TRAMAS+ may apply specific conditions to certain products, services, or purchasing processes.

During these periods, temporary changes may occur in product availability, preparation times, delivery times, customer service, or certain services associated with the purchase.

In particular, during high-demand campaigns, such as sales periods, special promotions, or dates with a high volume of orders, TRAMAS+ may require additional time to prepare and process orders, informing the customer when necessary.

The terms applicable to each promotion, discount, or campaign will be those indicated at the time of its activation and may be subject to limitations on availability, units, sales channels, or participating stores.

Promotions applicable in physical stores, the online store, or franchised stores may differ from one another and are not necessarily combinable or applicable across all channels.

During the summer sales period, the in-store collection option for online orders will not be available until the end of that period, expected on 31 August, unless TRAMAS+ expressly communicates a change to this condition.

7. PAYMENT METHODS

TRAMAS+ makes available to its customers the payment methods enabled from time to time during the purchase process. Currently, among others, the following may be available:

•        Bank card (credit and debit).

•        PayPal.

•        Bizum.

•        Klarna.

Available payment methods may vary depending on the sales channel, the order amount, the device used, or other operational circumstances. In all cases, the available options will be shown to the customer before completing the purchase.

The payment methods accepted in physical stores or for assisted orders may differ from those available in the online store.

Exceptionally, TRAMAS+ may authorise payment by bank transfer, upon the customer's request and acceptance by Customer Service. In such cases:

•        Payment will be subject to manual validation by TRAMAS+.

•        The customer must send the transfer receipt to posventa@tramasmas.com, indicating the corresponding order number in the subject line.

•        Until payment has been validated by TRAMAS+, the order will not move to preparation and the requested products will not be reserved, so their availability cannot be guaranteed.

All payments are subject to the checks and authorisations carried out by the relevant financial institutions or payment service providers. If a transaction is rejected, cancelled, or cannot be authorised for any reason, the order will not be considered confirmed and TRAMAS+ will assume no obligation to process it until payment has been correctly validated.

For security and fraud-prevention purposes, TRAMAS+ may carry out the checks reasonably necessary to verify the authenticity of the transaction or the identity of the holder of the payment method used. Where such checks cannot be satisfactorily completed, TRAMAS+ may reject or cancel the order, informing the customer and, where applicable, refunding the amounts paid.

Refunds will generally be made using the same payment method used for the purchase.

In the case of orders paid by bank transfer, the refund will be made by transfer to the bank account indicated by the customer. For this purpose, TRAMAS+ may request the necessary data to make the payment, including the IBAN. The maximum period for making such a refund will be 90 days from confirmation of the cancellation or from acceptance of the return, as applicable.

8. INVOICING

TRAMAS+ will issue the corresponding invoice for purchases made through any of its sales channels, in accordance with the tax regulations in force.

For the correct issuance of the invoice, the customer must provide all necessary tax data completely and truthfully. TRAMAS+ will not be liable for errors or delays arising from incomplete, incorrect, or outdated data provided.

As a general rule, the invoice will be issued using the data provided by the customer and will bear the issue date corresponding to the time of its issuance, in accordance with applicable regulations.

If the customer needs an invoice to be issued or corrected, they may request this by contacting Customer Service at posventa@tramasmas.com, indicating the order number and providing all the tax information necessary for its correct issuance.

TRAMAS+ may request any additional documentation or information necessary to verify the data provided and to issue or correct the invoice in accordance with applicable regulations.

9. SHIPMENT AND DELIVERY OF ORDERS

TRAMAS+ will ship or make orders available in accordance with the delivery method selected by the customer during the purchase process, using the means of transport, logistics operators, or stores applicable at any given time.

The available delivery methods, estimated times, and costs associated with each option will be shown to the customer before completing the purchase process.

The periods indicated in these terms are estimated and are calculated in business days, unless expressly stated otherwise.

Delivery times may be affected by circumstances beyond TRAMAS+'s control, including periods of high demand, sales, promotional campaigns, public holidays, logistical incidents, weather conditions, force majeure, or any other circumstance that may affect the normal operation of the transport service.

Shipping costs

The applicable shipping costs will depend on the delivery method selected, the destination of the order, and the commercial terms in force at the time of purchase.

Currently, the applicable shipping conditions are as follows:

Spain

Home delivery

•        Mainland Spain: cost of €3.99 for orders under €39.99.

•        Balearic Islands: cost of €8.99 for orders under €59.99.

•        Canary Islands: cost of €20, regardless of the order amount. This method is currently unavailable.

Express delivery (mainland Spain)

The express delivery method will cost €6.99, regardless of the order amount.

When the customer selects this method during the purchase process, TRAMAS+ will manage the preparation and delivery of the order in accordance with the terms indicated in the corresponding section.

Delivery to a collection point

The delivery-to-collection-point method will cost €1.50 for orders under €15.99.

This method is not available for the Canary Islands, the Balearic Islands, Ceuta, and Melilla.

When the order is placed from the screens available in store, the cost of delivery to a collection point will be €1.50, regardless of the order amount.

Delivery to a TRAMAS+ store

The delivery-to-store method is available only for stores located in mainland Spain.

Orders placed from in-store screens will be free when they exceed €9.99. For orders below that amount, the customer must pay €3.99.

When the customer places the order directly on their own, an order of more than €14 will be required in order to select this method.

Portugal

TRAMAS+ ships to mainland Portugal.

Currently, the applicable conditions are:

Home delivery

Home delivery will cost €3.99 for orders under €39.99.

Delivery to a collection point

Delivery to a collection point will cost €1.50 for orders under €29.99.

Delivery to a TRAMAS+ store

The delivery-to-store method is available only in stores located in mainland Portugal.

Orders placed from in-store screens will be free when they exceed €9.99. For orders below that amount, the customer must pay €3.99.

When the customer places the order directly on their own, an order of more than €14 will be required in order to select this method.

Currently, TRAMAS+ does not ship to Madeira or other Portuguese island territories.

Italy

TRAMAS+ ships to Italy in accordance with the methods available during the purchase process.

Home delivery

•        Mainland Italy: cost of €5.99 for orders under €49.99.

•        Italian islands: cost of €11.99 for orders under €59.99.

Delivery to a collection point

•        Italy general: cost of €4.99 for orders under €39.99.

•        Italian islands: cost of €10.99 for orders under €59.99.

Delivery to a TRAMAS+ store

Currently, the delivery-to-store method is available only at the TRAMAS+ Roma Marconi store.

Orders placed from the in-store screen will be free when they exceed €9.99. For orders below that amount, the customer must pay €3.99.

When the customer places the order directly on their own, an order of more than €14 will be required in order to select this method.

Other international destinations

TRAMAS+ may ship to other European countries available during the purchase process.

The delivery methods, available countries, logistics operators, and applicable terms may vary depending on logistical coverage and service availability at any given time.

Currently, the general terms applicable to other international destinations are as follows:

•        Home delivery: cost of €5.99 for orders under €89.99.

•        Delivery to a collection point: cost of €5.99 for orders under €89.99.

The selection of countries, stores, and delivery points available may vary depending on logistical capacity, availability of transport operators, and TRAMAS+'s operational conditions.

Delivery times

The delivery times indicated below are estimated and are calculated in business days from when the order enters the preparation process, unless expressly stated otherwise.

Delivery times may be extended during periods of particularly high order volume, such as sales, promotional campaigns, Christmas, product launches, or any other high-demand period.

Likewise, TRAMAS+ will not be liable for delays arising from circumstances beyond its control, including incidents attributable to the logistics operator, errors in the data provided by the customer, absence of the recipient, inability to access the delivery location, or any other circumstance attributable to the customer.

Currently, the estimated times are:

•        Spain (mainland): between 1 and 5 business days.

•        Portugal: between 2 and 5 business days.

•        Italy (mainland): between 5 and 10 business days.

•        Italy – islands: between 5 and 10 business days.

•        Balearic Islands: up to 15 business days.

•        Canary Islands and Portuguese islands: between 7 and 15 business days. Currently, shipments to the Canary Islands are not available.

•        International: between 10 and 15 business days.

For orders shipped to a store, the estimated times will be:

•        Stores in Spain (mainland) and Portugal: between 7 and 10 business days.

•        Stores in Spain (Balearic Islands): up to 15 business days.

•        Stores in Italy: between 4 and 7 business days.

Express delivery method

TRAMAS+ may offer an express delivery method for certain orders and delivery areas.

When the customer selects this method during the purchase process and pays the corresponding €6.99 supplement, TRAMAS+ will manage the preparation and delivery of the order under the following conditions:

•        If the order is placed on a business day before 12:00 noon, delivery will, on an estimated basis, take place on the following business day before 2:00 p.m.

•        If the order is placed after 12:00 noon on a business day, the order will be prepared the following business day and delivery will, on an estimated basis, take place on the subsequent business day before 2:00 p.m.

This method will be available only for certain areas and will be subject to service availability during the purchase process.

The times associated with express delivery will not apply where the delay results from circumstances attributable to the customer, including errors in the address provided, incorrect data, absence of the recipient, or the impossibility of making the delivery.

Modification of the delivery address

The customer is responsible for checking that the data provided during the purchase process is correct, in particular the address, postal code, town/city, and contact details.

Home delivery requires a valid home delivery address.

The address of a TRAMAS+ store or any other physical establishment may not be used as a home delivery address.

Where the customer enters the address of a store or an establishment not valid for this method as the home delivery address, TRAMAS+ may manage the incident whenever possible.

Where it is necessary to change the destination of the order, arrange new transport, or take any additional action arising from an error in the data provided by the customer, TRAMAS+ may request payment of the corresponding costs. Currently, this amount is €3.99.

If the order cannot be managed in accordance with the method selected by the customer, TRAMAS+ may refund the corresponding amount, deducting the costs incurred arising from the handling or transport, currently set at €3.99.

If the customer requests a change to the delivery address and the order has not yet left TRAMAS+'s premises, the company may manage such a change whenever possible.

Where the change involves a change of postal code or other circumstances that generate additional transport costs, TRAMAS+ may request that the customer pay such costs.

Once the order has been handed over to the logistics operator, TRAMAS+ cannot guarantee that the delivery address can be changed.

Delivery at a collection point

When the customer selects delivery at a collection point, the order will generally be deposited at the point selected during the purchase process. However, where for operational, logistical, capacity, incident-related, temporary closure, unavailability, or any other reasons specific to the logistics operator it is not possible to make delivery at that point, the operator may redirect the shipment to an alternative collection point. Whenever possible, the new point will be located within a maximum radius of 5 kilometres of the one originally selected. If no point is available within that radius, the logistics operator may assign another nearby collection point in accordance with its operational and availability criteria.

The assignment of the alternative collection point is the exclusive responsibility of the logistics operator. TRAMAS+ does not take part in this decision and cannot guarantee that the assigned point will coincide with the preferences, alternative points, opening hours, or other settings established by the customer in the logistics operator's own services. Selecting the collection-point delivery method implies acceptance of these terms.

The order will remain available for collection for the following periods:

•        InPost: 7 calendar days from receipt of the order at the collection point.

•        Correos: 7 calendar days from receipt of the order at the collection point. 14 days if the order is deposited for collection.

•        MRW: 14 calendar days from receipt of the order if deposited for collection.

The customer is responsible for collecting the order within the period established by the relevant operator.

The customer's inability to go to the collection point for any personal reason, including travel, illness, work-related reasons, or other causes beyond TRAMAS+'s control, will not extend the collection period or create any additional obligation for the company.

TRAMAS+ is not responsible for changes that collection points may make to their opening hours.

If the customer does not collect the order within the established period, refuses delivery, or the order is returned for any reason attributable to the customer, it will be sent back to TRAMAS+'s central facilities.

10. WITHDRAWAL, EXCHANGES, RETURNS, AND REFUNDS

Period for exchanges and returns

Without prejudice to the right of withdrawal recognised by applicable regulations for distance sales, TRAMAS+ offers its customers a commercial period of 30 calendar days to request the exchange or return of purchased products, provided that the requirements and conditions set out in these Purchase Terms are met.

The 30-calendar-day period will begin to run:

•        For purchases made directly in physical stores, from the purchase date shown on the corresponding receipt or proof of purchase.

•        For orders placed through the online store with home delivery, from the date on which the customer, or a third party authorised by the customer other than the carrier, receives the order.

•        For orders placed through the online store with collection in store or at a collection point, from the date on which the customer actually collects the order.

•        For assisted orders managed from a physical store for subsequent delivery or collection, from the date on which the customer receives or collects the order, depending on the delivery method selected.

Once that period has elapsed, no exchanges or returns will be accepted on the customer's mere wish, without prejudice to any rights the customer may have regarding legal warranty, lack of conformity, or any other right recognised by applicable regulations.

The purchase, delivery, or collection date recorded in TRAMAS+'s systems, on the proof of purchase, or in the information provided by the logistics operator will be taken as the reference for calculating the periods set out in this section.

TRAMAS+ will apply the terms for returns, exchanges, withdrawal, and refunds depending on the channel through which the purchase was made, distinguishing between purchases made through the online store, orders managed from a store using the systems enabled for that purpose, and purchases made directly in physical stores.

The terms set out in this section will apply without prejudice to the rights that correspond to the customer under applicable regulations.

Returns of orders placed online

The customer may request the return of an order placed through the online store in accordance with the terms set out in this section.

To start a return, the customer must first register it through the following link:

https://in-store.tramasmas.com/returns

To process the request it will be necessary to:

•        Enter the order ID.

•        Indicate the email address used when making the purchase.

•        Correctly select the items to be returned.

•        Choose the available return method.

The customer is responsible for checking that the products selected for return are the correct ones.

The return will be processed exclusively with respect to the items that have been correctly declared during the request process.

Accordingly, TRAMAS+ will only refund the products included in the return request and correctly received at its premises.

It will be the customer's responsibility to carefully check the items indicated before sending the package, as any difference between the products declared and the products received may affect the final refund amount.

Return methods for online orders

The customer may choose from the return methods available during the request process.

Return by shipment

When the customer selects return by shipment, the system will generate the corresponding label to carry out the return.

The customer must choose between the available operators, currently InPost or Correos, and will be responsible for finding, by their own means, an authorised point at which to deposit the package.

The customer must hand over the package correctly prepared and in accordance with the instructions indicated during the return process.

Once the order is received at TRAMAS+'s central facilities, the company will have a maximum period of 14 calendar days to check the returned products and confirm that they meet the conditions necessary to accept the return.

Once that check has been carried out, TRAMAS+ will proceed with the corresponding refund.

For returns made by shipment, an amount of €2.99 will be deducted from the amount to be refunded as a return handling fee.

In-store return

The customer may request the return of an online order directly in store, selecting this option during the return request process.

In-store returns will be available at TRAMAS+ stores enabled for that purpose.

Currently, this method is not available at:

•        The Fuengirola franchise.

•        The two franchised stores in Sevilla capital.

•        Ceuta.

•        Melilla.

The customer must go to the selected store with the products to be returned and the information necessary to identify the order.

The store may request the proof of purchase, order number, or other data necessary to correctly manage the return.

Returns of orders to the Balearic Islands and the Canary Islands

In the case of orders shipped to the Balearic Islands or the Canary Islands, the customer must bear the costs and arrangement of shipping the items they wish to return.

The customer must send the products to be returned to the point indicated according to the location from which the shipment is made:

Balearic Islands:

TRAMAS+ Store Mallorca Fan

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+ Store Tenerife Centro

C/ Valentín Sanz, nº 9

38003 Santa Cruz de Tenerife

The customer must ensure that the package is sent correctly identified and in accordance with the instructions provided by TRAMAS+ so that the return can be correctly managed.

Refund periods and conditions

TRAMAS+ will make the corresponding refund once the return has been accepted in accordance with the terms set out in this document.

Payment will always be made using the same payment method used during the purchase, except in cases where it is necessary to apply a different procedure.

Where the return of an online order has been made in store, the refund may take up to 72 hours to be processed.

If, after that period has elapsed, the customer has not received the corresponding amount, they should contact Customer Service, indicating:

•        Order ID.

•        Store where the return was made.

This will allow TRAMAS+ to review the status of the process.

In the case of orders paid by bank transfer, the customer must provide TRAMAS+ with the data necessary to make the refund, including the required bank details.

Refunds made by bank transfer may take up to 14 days from the time TRAMAS+ has all the data necessary to make the payment.

Where discounts, promotions, vouchers, or promotional codes have been applied to an order, the amount to be refunded will be calculated by applying such discounts proportionally across all items included in the purchase.

Shipping costs paid by the customer will only be refunded where applicable under the relevant regulations or where the cause of the return is attributable to TRAMAS+.

Financial terms of refunds

The refund amount will correspond to the value of the products correctly returned and accepted by TRAMAS+.

Where discounts, promotions, vouchers, or promotional codes have been applied to the order, the refund amount will be calculated taking into account the proportional application of the discount to the returned items.

Where an order includes a discount applicable to the purchase as a whole, that discount will be distributed proportionally among all items included in the order for the purposes of calculating the amount to be refunded.

Shipping costs initially paid by the customer will not be refunded except where legally required or where the cause of the return is attributable to TRAMAS+.

Where the return arises from an incident attributable to TRAMAS+, the company will manage the corresponding return in accordance with applicable regulations.

Returns of purchases made in a physical store

Purchases made directly in physical stores will be subject to the commercial terms applicable to purchases made in store.

For in-person purchases, the customer must always provide the original receipt or proof of purchase in order to process any return, exchange, or incident related to the purchase.

Photographs, screenshots, images, or photocopies of the receipt will not be accepted as proof of purchase.

It will be necessary to present the original document or, where possible, to verify the transaction through TRAMAS+'s internal systems in accordance with the terms indicated in this section.

Where payment was made in cash, it will be essential to provide the original purchase receipt.

If the receipt is lost, TRAMAS+ will not be able to locate or verify the transaction by any other means, so it will not be possible to process the return.

Where payment was made by bank card and the customer has lost the receipt, they may go to the store where the purchase was made and provide the original bank payment confirmation.

Photographs, screenshots, or copies of the bank confirmation will not be accepted as a substitute for the document required to carry out the relevant checks.

In such cases, the store may carry out the checks necessary to try to locate the transaction and, if the purchase can be correctly identified, process the return in accordance with the applicable terms.

A search for the receipt may only be requested at the store where the purchase was made, as that store holds the information necessary to locate the transaction.

Purchases made through an in-store order

Orders placed from a store may be subject to the terms corresponding to the payment method used during the purchase.

Where the order has been paid using a digital payment method or through the systems enabled for online orders, the return may be processed in accordance with the terms applicable to online orders.

Where the order has been paid directly at the store till, the customer must go to the corresponding store to process the return, always providing the original receipt or proof of purchase.

Photographs, screenshots, or photocopies of the receipt will not be accepted as proof of purchase.

In-store purchases and issuance of vouchers

For purchases made directly in a physical store, where a return is appropriate and in accordance with the applicable commercial policy, TRAMAS+ may offer the customer a purchase voucher as an alternative to a refund of the amount.

The issuance of vouchers is a commercial term offered voluntarily by TRAMAS+ and will be carried out in accordance with the terms communicated to the customer at the time of the return.

Issuing a voucher does not entail a refund of the amount in cash or via the original payment method, except where legally required.

Vouchers issued by TRAMAS+ will be subject to the following conditions:

•        Vouchers are bearer instruments, so they may be used by any person who presents them.

•        The customer is responsible for properly keeping the voucher provided.

•        In the event of loss, damage, or misplacement of the voucher, TRAMAS+ will not be able to issue duplicates or assume any liability.

•        Vouchers must be kept as proof of the right to use the amount indicated.

•        Vouchers issued by TRAMAS+ have no expiry date, unless a different condition is expressly indicated at the time of issue.

•        Photographs, screenshots, images, or photocopies of the voucher will not be accepted as valid proof. The original voucher must be presented in order to use it.

•        Vouchers may be subject to conditions of use, including limitations relating to stores, franchises, promotions, dates of use, or applicable products.

•        Vouchers issued by franchised stores may only be used at stores belonging to that franchise network.

•        Vouchers issued by TRAMAS+'s own stores may not be used in franchised stores unless expressly stated otherwise.

Products with a flaw or manufacturing defect

If the customer detects a possible flaw, manufacturing defect, or incident relating to the product, they must first report it to Customer Service so that the situation can be assessed.

The report must be made providing the information necessary to properly analyse the incident:

•        Description of the problem detected.

•        Photographs of the product showing the incident.

•        Data necessary to identify the purchase, such as order number, purchase receipt, or other information requested by TRAMAS+.

This procedure will apply regardless of whether the purchase was made through the online store, through an order placed from a store, or directly in a physical store.

Once the information has been received, TRAMAS+ will assess the incident and may offer the customer different solutions depending on the specific case:

Keeping the product with financial compensation

Where the incident does not prevent use of the product and the customer agrees to keep it, TRAMAS+ may offer compensation equivalent to 20% of the price of the affected product.

In-store exchange

The customer may exchange the product at a TRAMAS+ store enabled for that purpose, provided the item is available and the store is not a franchised store.

Return of the product and replacement

Where appropriate, TRAMAS+ may provide the customer with a return label to send the affected product to the relevant facilities and proceed to ship a new unit.

This option will be available for orders placed from a store using the systems enabled for that purpose, or for orders placed directly by the customer through the online store.

Where the purchase was made directly in a physical store and the customer requests a refund of the amount due to a flaw or defect in the product, prior authorisation from Customer Service and notification to the corresponding store will be required before making the return.

When a return is accepted because of a flaw or defect attributable to the product, the return handling fees established for ordinary returns will not apply.

General return conditions

Products must be returned in a condition suitable for checking, preservation, and subsequent resale where applicable.

TRAMAS+ may reject returns or adjust the refund amount where the products do not meet the conditions necessary for acceptance under applicable regulations.

The customer is responsible for correctly following the instructions indicated during the return process and for providing truthful and complete information for the correct handling of the request.

Refund periods will begin to run once the return has been received and reviewed by TRAMAS+, unless a different period legally applies.

TRAMAS+ will make refunds using the same payment method used during the purchase, unless a different system is legally required or both parties agree on a valid alternative.

11. WARRANTY, PRODUCT CONFORMITY, AND INCIDENTS

TRAMAS+ guarantees that the products it sells comply with the quality, safety, and conformity standards required by applicable regulations.

When the customer detects any problem, defect, or incident relating to a purchased product, they must first report it to Customer Service, which will be the department responsible for analysing and handling the request.

The handling of incidents relating to warranties, manufacturing defects, or possible lack of conformity will be carried out through Customer Service, regardless of whether the purchase was made through the online store, through an order managed from a store, or directly in a physical store.

Reporting incidents

To properly assess the incident, the customer must provide the information necessary to identify the purchase and analyse the problem detected.

The customer must provide:

•        Order number, receipt, or proof of purchase.

•        Data necessary to identify the transaction carried out.

•        Detailed description of the incident.

•        Photographs of the product showing the problem, when requested by TRAMAS+.

The information provided must be sufficiently clear to allow the case to be properly assessed.

TRAMAS+ may request additional information, supplementary documentation, or any other data necessary to determine the origin of the incident.

Assessment of the incident

Once the report has been received, TRAMAS+ will analyse the situation and determine whether there is a lack of conformity, manufacturing defect, or any other circumstance covered by applicable regulations.

The assessment will be carried out by Customer Service, which will inform the customer of the corresponding solution based on the specific characteristics of the case.

Depending on the nature of the incident, product availability, and the circumstances of the situation, TRAMAS+ may offer the solutions legally provided for, including:

•        Replacement of the product where possible.

•        Another equivalent solution where replacement is not viable.

•        Proportional price reduction where applicable.

•        Termination of the purchase and refund of the amount where appropriate under current regulations.

The applicable solution will be determined based on each specific case.

Difference between manufacturing defects and damage arising from use

The warranty covers manufacturing defects or lack of conformity present in the product under applicable law.

The following are not covered, among others, damage caused by incorrect use, improper handling, or incorrect storage of the product:

•        Use other than that intended for the item.

•        Damage accidentally caused by the customer.

•        Incorrect washing or failure to follow the instructions indicated on the product's label.

•        Use of unsuitable cleaning products.

•        Modifications or alterations made to the item.

•        Normal wear and tear arising from regular use.

For textile products, the customer must follow the washing, drying, and care instructions indicated on the product's label to ensure its proper preservation.

Procedure while handling an incident

When the customer detects a possible incident, they must report it to Customer Service before taking any action on the product.

The customer must not repair, modify, alter, or tamper with the item without TRAMAS+'s prior authorisation, as such actions could make it more difficult to assess the product and the incident reported.

Where it is necessary to inspect the item, TRAMAS+ will indicate to the customer the corresponding procedure for handing it over or sending it.

The customer must follow the instructions provided by Customer Service to ensure the request is properly handled.

Products accepted under warranty

Where TRAMAS+ determines that the incident corresponds to a lack of conformity or defect covered by the warranty, the customer will be informed of the applicable solution and the steps necessary to carry it out.

Where replacement of the product is appropriate, this will be subject to the availability of the item or the existing alternatives at the time.

Where a refund is appropriate, it will be made in accordance with the terms and periods established by applicable regulations.

General conditions

Reporting an incident does not automatically imply acceptance of the claim, as prior assessment by TRAMAS+ is required.

Each case will be analysed individually, taking into account the condition of the product, the information provided by the customer, the circumstances of the purchase, and the applicable regulations.

TRAMAS+ recommends keeping the receipt, proof of purchase, or order confirmation throughout the product's useful life, as it will be necessary to handle any query, incident, or request related to the purchase.

12. CUSTOMER SERVICE AND COMMUNICATION CHANNELS

TRAMAS+ makes different service channels available to the customer to resolve queries, handle incidents, and provide assistance in relation to orders, purchases, products, and services.

The official customer service channels are:

•        Email: posventa@tramasmas.com

•        WhatsApp chat available through the link enabled in the Contact section of the TRAMAS+ website.

•        Customer service telephone: +34 854 62 26 45

The customer may use any of these channels for queries or matters relating to:

•        Order incidents.

•        Queries about deliveries.

•        Return or warranty requests.

•        Products with a flaw or defect.

•        Queries relating to refunds.

•        Any other matter requiring review by TRAMAS+.

Information required to handle requests

To properly handle a request, the customer must provide all the information necessary to identify the purchase and analyse the situation.

Where applicable, the customer must provide:

•        First and last name.

•        Email address used during the purchase.

•        Order number.

•        Receipt or proof of purchase.

•        Contact telephone number.

•        Photographs or additional documentation when necessary.

A lack of sufficient information may delay the handling of the request until TRAMAS+ has the data necessary to analyse it.

Customer service hours

Customer service hours are:

Monday to Friday, from 9:00 a.m. to 3:00 p.m. (CET/CEST).

Excluding local and national public holidays.

TRAMAS+ will attempt to handle all requests received within the established service hours.

However, due to the volume of queries, periods of high demand, operational incidents, or other circumstances, it may not be possible to respond immediately to all requests.

Communications received outside the indicated hours will be handled within the next available customer service period.

Handling periods will begin to run from the moment TRAMAS+ has all the information necessary to properly review the request.

Handling of requests

TRAMAS+ will handle requests received through the enabled channels and will carry out the necessary checks before offering a response or solution.

Depending on the nature of the query, TRAMAS+ may request additional information from the customer or carry out the necessary checks with the relevant departments.

Communication with the customer will be carried out using the data provided when handling the request.

Service at physical stores

TRAMAS+ stores may handle queries relating to purchases made directly at the establishment and matters falling within the internal procedures established.

However, certain matters such as warranties, product incidents, cancellations, online returns, or complaints must be handled through Customer Service, which will be the department responsible for assessing and resolving such requests.

TRAMAS+ recommends always using the official service channels to ensure the correct identification, follow-up, and resolution of each case.

13. PERSONAL DATA PROTECTION AND PRIVACY

TRAMAS+ undertakes to guarantee the protection of the personal data of its customers and users, applying the technical and organisational measures necessary to ensure appropriate, secure, and transparent processing of information in accordance with applicable personal data protection regulations.

Data controller

The controller responsible for processing the personal data provided by the customer will be TRAMAS+.

The customer may consult detailed information on the processing of their personal data in the Privacy Policy available on the TRAMAS+ website.

Personal data processed

To manage the relationship with the customer, TRAMAS+ may process the personal data necessary to provide its services, including:

•        Identifying data.

•        Contact data.

•        Data necessary for the management, preparation, and delivery of orders.

•        Information relating to purchases, returns, exchanges, refunds, and incidents.

•        Data necessary for issuing invoices where applicable.

The data necessary to make payments will be managed through the payment platforms and providers enabled for that purpose. TRAMAS+ will not store complete bank card data except where strictly necessary for the provision of the service and in accordance with applicable regulations.

Purposes of processing

The customer's personal data will be processed for the following purposes:

•        Managing the purchase made and providing the associated services.

•        Preparing, shipping, and delivering orders.

•        Managing returns, exchanges, refunds, warranties, and incidents.

•        Handling queries made through the official communication channels.

•        Issuing invoices and complying with the corresponding legal obligations.

•        Preventing fraudulent or improper use of the services.

•        Sending commercial communications where the customer has given consent or a legal basis for doing so exists.

Legal basis for processing

The processing of personal data will be carried out on the basis of the following legal grounds:

•        Performance of the sales contract, necessary to manage orders, payments, deliveries, and associated services.

•        Compliance with legal obligations applicable to TRAMAS+.

•        The customer's consent where necessary, particularly for certain commercial communications.

Data retention

TRAMAS+ will retain personal data for as long as necessary to fulfil the purposes for which it was collected.

Once the relationship with the customer has ended, certain data may be kept blocked for the periods legally established to address possible liabilities arising from the contractual relationship, tax or accounting obligations, or requirements from competent bodies.

Disclosure of data to third parties

In order to properly provide its services, TRAMAS+ may disclose certain personal data to third parties where necessary, including:

•        Transport companies responsible for delivering orders.

•        Technology providers necessary for managing the online platform and associated services.

•        Payment method providers.

•        Partner companies necessary for the provision of the service.

•        Public authorities or competent bodies where there is a legal obligation to do so.

TRAMAS+ will not sell or trade its customers' personal data.

Where data is shared with third parties necessary for the provision of the service, TRAMAS+ will ensure that such processing is carried out in accordance with applicable regulations.

Customer rights

The customer may exercise the rights recognised by data protection regulations, including:

•        Access to their personal data.

•        Rectification of inaccurate data.

•        Erasure where applicable.

•        Objection to processing.

•        Restriction of processing.

•        Portability of data where applicable.

To exercise these rights, the customer may contact TRAMAS+ through the official customer service channels, indicating the data necessary to correctly identify the request.

Commercial communications

The customer may receive commercial communications from TRAMAS+ where they have given consent or where a legal basis permitting such sending exists.

The customer may change their preferences or request to unsubscribe from such communications at any time through the mechanisms enabled in each communication or by contacting TRAMAS+.

Information security

TRAMAS+ applies technical and organisational measures intended to protect its customers' personal data against unauthorised access, loss, alteration, disclosure, or misuse.

However, the customer should be aware that no electronic communication or storage system can guarantee absolute security.

Cookies

The use of cookies and similar technologies is governed by the Cookie Policy available on the TRAMAS+ website.

14. INTELLECTUAL AND INDUSTRIAL PROPERTY

APPLICABLE LAW AND DISPUTE RESOLUTION

These Purchase Terms are governed by Spanish law. However, if the customer resides in another European Union Member State, they may rely on the mandatory consumer protection provisions in force in their country of residence where these are more favourable to them.

In accordance with Regulation (EU) No 524/2013, please be advised that the European Commission provides consumers with an online dispute resolution platform, accessible at: https://ec.europa.eu/consumers/odr/

15. APPLICABLE LAW AND DISPUTE RESOLUTION

These Purchase Terms are governed by Spanish law. However, if the customer resides in another European Union Member State, they may rely on the mandatory consumer protection provisions in force in their country of residence where these are more favourable to them.

In accordance with Regulation (EU) No 524/2013, please be advised that the European Commission provides consumers with an online dispute resolution platform, accessible at: https://ec.europa.eu/consumers/odr/

16. SERVICE AVAILABILITY AND LIMITATION OF LIABILITY

TRAMAS+ works to ensure the correct operation of its website, its sales channels, and the services associated with the purchase of products.

However, access to the website or to certain services may be temporarily affected for technical reasons, maintenance work, updates, incidents involving external providers, or other circumstances beyond TRAMAS+'s reasonable control.

Website availability and associated services

TRAMAS+ does not guarantee the permanent and uninterrupted availability of the website or all of its functionalities at all times.

Where necessary, TRAMAS+ may carry out maintenance, updating, or improvement work on its systems that may temporarily affect access to certain services.

These situations will not affect the customer's rights with respect to orders correctly placed in accordance with applicable regulations.

Information published on the website

TRAMAS+ makes the necessary efforts to ensure that the information published on the website is correct, clear, and up to date.

However, occasional errors or incidents relating to the available information may occur, including:

•        Prices.

•        Product availability.

•        Characteristics or images of items.

•        Commercial or promotional information.

If a significant error is detected that may affect an order already placed, TRAMAS+ will inform the customer and act in accordance with applicable regulations.

Product availability

The availability of products shown on the website is subject to the stock existing at any given time.

Confirmation of an order does not imply that all products are permanently available until preparation, and exceptional situations of stock shortage may occur.

In such cases, TRAMAS+ will inform the customer and take the corresponding measures, including, where appropriate, the refund of amounts paid for the affected products.

Circumstances beyond TRAMAS+'s control

TRAMAS+ will not be liable for delays, interruptions, or incidents caused by circumstances beyond its reasonable control, including, among others:

•        Technical failures or interruptions of services provided by third parties.

•        Internet or telecommunications connection problems.

•        Incidents caused by external transport companies.

•        Force majeure or extraordinary circumstances.

In such cases, TRAMAS+ will take reasonable action to minimise the effects and resolve the incident where possible.

Customer responsibility

The customer is responsible for the accuracy and correctness of the data provided during the purchase process, particularly data relating to:

•        Personal data.

•        Delivery address.

•        Information necessary to manage the order.

The customer must check the information entered before confirming the purchase.

Where an incident arises from incorrect or incomplete data provided by the customer, TRAMAS+ may apply the terms established for each specific case, including those relating to modifications, additional costs, or new arrangements required.

Appropriate use of the platform

The customer undertakes to use the website and the services offered by TRAMAS+ in a lawful and responsible manner.

TRAMAS+ may take the necessary measures against fraudulent or abusive conduct contrary to these terms, including improper use of promotions, discount codes, or purchasing systems.

These measures will be applied while at all times respecting the rights recognised to the consumer under applicable regulations.

17. AMENDMENT OF THE PURCHASE TERMS AND FINAL PROVISIONS

TRAMAS+ may amend, update, or adapt these Purchase Terms where necessary, among other reasons, due to regulatory changes, improvements to its processes, changes to its services, or adjustments to its commercial terms.

The terms applicable to each purchase will be those published and available to the customer at the time the order is placed.

Amendments made subsequently will not affect orders already confirmed, unless it is necessary to apply them due to a legal obligation or where they are more favourable to the consumer.

Acceptance of the terms

Before completing any purchase, the customer must expressly accept these Purchase Terms.

Acceptance of these terms means that the customer declares to have read and understood them, and that they are aware of the terms applicable to the purchasing, payment, delivery, return, and other processes related to the acquisition of products through TRAMAS+.

Partial invalidity

If any of the clauses included in these Purchase Terms were declared wholly or partially null, invalid, or unenforceable by a competent authority, this will affect only the specific provision concerned.

The remaining terms will remain fully in force.

Where necessary, TRAMAS+ will replace that clause with another valid one that allows, as far as possible, an equivalent purpose to the one originally intended to be achieved.

Entirety of the terms

These Purchase Terms, together with the information provided during the purchase process and the other legal documents available on the TRAMAS+ website, constitute the set of rules applicable to the contractual relationship between TRAMAS+ and the customer.

Any particular terms agreed between TRAMAS+ and the customer must be recorded in writing or by a means that can evidence their existence and acceptance.

Applicable law and consumer rights

These Purchase Terms will apply without prejudice to the rights corresponding to the consumer under applicable regulations.

In the event of a contradiction between these terms and a mandatory consumer protection rule, that rule shall prevail.

Validity

These Purchase Terms will remain in force until replaced by a new version published by TRAMAS+.