Terms and conditions of use and purchase of www.tramasmas.com

1. Introduction

This document (together with all the documents referred to in it) sets out the terms governing the use of and access to the TRAMAS+ website in Spain, www.tramasmas.com (hereinafter, the "Website"), as well as the purchase of products through it, assisted orders placed in-store, and purchases made directly at our physical stores (hereinafter and jointly, the "Terms").
Please read these Terms and our Cookie Policy and Privacy Policy (jointly, the "Data Protection Policies") carefully before using this website. To place an order you must expressly accept these Terms, by which you will be bound. If you do not agree with all of the Terms, you must not use this Website.

If you have any questions relating to the Terms or the Data Protection Policies, you can contact us through our contact channels (clause 31).

2. Our details

The sale of items marketed through the Website is carried out under the trade name TRAMAS+ by the company TRAMAS RETAIL, S.L., a company of Spanish nationality, with Tax ID (NIF) B91110528, registered office at C/ Río Viejo 52, Polígono Industrial Carretera de la Isla, 41703 Dos Hermanas (Seville), registered with the Commercial Registry of Seville, Volume 3209, Folio 81, Page SE-43352, telephone 954 77 31 30 and email posventa@tramasmas.com (hereinafter, "TRAMAS+"). You can also contact us by email at posventa@tramasmas.com, via the chat available in the Contact section of the Website, or by telephone at 954 77 31 30.

3. Scope of application

These Terms apply to purchases made through: (i) the Website www.tramasmas.com; (ii) assisted orders handled in physical stores; and (iii) purchases made directly at our physical stores. Certain products or services may be subject to specific terms which, in the event of any conflict, shall prevail over these Terms. Stores operated under a franchise arrangement may apply their own prices and promotions.

4. Your details and your visits to this website

The information or personal data you provide us with will be processed in accordance with the Data Protection Policies. All information you provide us with must be true and accurate. We invite you to read our full Privacy Policy to understand how we will use your personal data and the rights available to you in relation to it.

5. Use of our website

By using this Website and placing orders through it, you agree to:

• Use this Website only to make legally valid enquiries or orders.
• Not place any false or fraudulent order. If an order of this kind could reasonably be considered to have been made, we shall be entitled to cancel it and inform the relevant authorities.
• Provide us with your email address, postal address and other contact details truthfully and accurately. If you do not provide us with the necessary information, we will not be able to process your order.
• Declare, when placing an order, that you are over 18 years of age and have the legal capacity to enter into contracts.

6. Availability of the service

Items offered through the Website are available for delivery to Spain (mainland and the Balearic Islands), Portugal and Italy, as well as to other international destinations as indicated in clause 14. If you place an order from a country not covered by our delivery service, you must provide a delivery address located in one of the territories we serve.

7. How to place an order and confirmation

To place an order, you must follow the purchase procedure and complete payment. Once received, TRAMAS+ will send you an order confirmation (the "Order Confirmation") and, subsequently, a notification when the order is shipped or available for collection (the "Shipping Confirmation"). If you do not receive the Order Confirmation within one hour, you should contact posventa@tramasmas.com.

All orders are subject to product availability and to the fraud prevention measures established by TRAMAS+. If unavailability occurs before shipment, we will inform you of this and will, where applicable, proceed with the corresponding refund.

8. Technical means for correcting errors

This Website displays confirmation windows at various stages of the purchase process which do not allow you to continue if the data has not been provided correctly, and shows the details of all items added to the basket before payment is made, so that you can review and amend your order before confirming it. If you detect an error after completing the payment process, you should contact our customer service department immediately (clause 17) to correct it. You may also correct your personal data in the "My Account" section or by exercising your right of rectification in accordance with our Privacy Policy.

9. Availability of products

The inclusion of a product in the catalogue does not guarantee its availability until the order is prepared. In the event of partial unavailability, TRAMAS+ may ship the available products and refund the amount corresponding to those not supplied, maintaining the original delivery terms. In the event of total unavailability, the order will be cancelled and refunded in full.

10. Modification and cancellation of the order

You may request the modification or cancellation of your order by contacting posventa@tramasmas.com, preferably within two hours of the Order Confirmation and during our customer service hours (Monday to Friday, 9:00 a.m. to 3:00 p.m.).

Once preparation of the order has begun or it has been dispatched, no changes will be possible. If preparation of the order has not yet begun, you may request a change of delivery address, which may involve a charge of €3.99 if it results in an increase in transport costs.

11. Price of the products

Prices are shown in euros and include applicable taxes, but exclude delivery costs, which will be shown before you complete your purchase. Prices may change at any time, but such changes will not affect orders for which an Order Confirmation has already been sent. Products are invoiced according to the price in force on the relevant sales channel at the time of confirmation; different channels or franchises may apply different prices.

Volume discounts

Special discounts apply to high-value orders: 10% from €500, 20% from €1,000, 30% from €3,000, and special terms for orders over €5,000 (by contacting sac.web@tramasmas.com). These discounts cannot be combined with each other or with promotional codes, do not create a B2B commercial relationship, require full payment before the order is prepared, and include free shipping to mainland Spain. In the event of a partial return, the discount will be applied proportionally.

Sales and special campaigns

During sale periods or special campaigns, TRAMAS+ may apply specific terms or temporary changes to availability and to preparation and delivery times, which may vary between sales channels.

12. Methods of payment

TRAMAS+ offers the following payment methods: bank card, PayPal, Bizum and Klarna, availability of which may vary depending on the sales channel and the order amount. Payment by bank transfer is not accepted.

All payments are subject to verification by the relevant financial institution. If payment is declined, the order will not be confirmed. TRAMAS+ may carry out anti-fraud checks and reject orders that do not pass them satisfactorily.

Refunds will be made using the same payment method used for the purchase, except in cases of legal withdrawal (clause 16.1), in which the time limit set out therein shall apply.

13. Invoicing

In order to issue the invoice corresponding to your purchase, you must enter your Tax ID (NIF/CIF) when placing the order. You expressly authorise us to issue the invoice in electronic format, which will be available for download from your order details once confirmed. However, you may inform us at any time of your wish to receive the invoice in paper format, in which case we will issue and send you the invoice in that format.

TRAMAS+ shall not be liable for errors on the invoice resulting from incomplete or incorrect tax details provided by the customer. To request the correction of an invoice already issued, you should write to posventa@tramasmas.com stating the order number and the correct details.

In accordance with the provisions of Article 68 of Spanish Law 37/1992, of 28 December, on Value Added Tax, the delivery of items shall be deemed to be located within the territory of application of Spanish VAT when the delivery address is in Spain, except for the Canary Islands, Ceuta and Melilla, deliveries to which shall be exempt from VAT, without prejudice to any taxes and duties that may apply.

14. Shipping and delivery of orders

TRAMAS+ will ship or make orders available according to the method selected. Delivery costs and estimated delivery times depend on the destination, the delivery method chosen and, where applicable, any campaigns or promotions in force; these are shown before you complete your purchase and are detailed in the Help section of the Website. Time limits are calculated in business days from the start of preparation, may be affected by circumstances such as high demand, sale periods, public holidays, logistical issues or force majeure, and home deliveries are not made on Saturdays or Sundays.

Express delivery

If you select and pay for the express delivery supplement (€6.99): orders confirmed before 12:00 noon on a business day will be delivered by 14:00 on the next business day; orders confirmed after 12:00 noon will be prepared on the following business day and delivered two business days later, by 14:00. Available only in the geographical areas enabled at any given time.

Transfer of risk and ownership

The risks relating to the products shall be borne by you from the moment of delivery. You shall acquire ownership of the products once we have received full payment of all amounts owed, including delivery costs, or at the time of delivery, if this occurs later.

Change of delivery address

You are responsible for verifying the accuracy of the delivery address provided; store addresses may not be used as a home delivery address. You may request a change of address while the order has not yet left our facilities, which may involve a charge of €3.99 if it increases the transport cost. Once the order has been handed over to the logistics operator, we cannot guarantee that such a change can be made.

Errors in delivery details provided by the customer

If the order has already been handed over to the logistics operator and delivery cannot be completed because of incorrect or incomplete address details provided by you, we will offer you the option of having the order resent to the correct address, with a charge of €3.99 for redelivery costs. If you do not wish to bear this charge, the order will be returned to our central facilities and the amount of €3.99 will be deducted from the refund as return costs. This can only be arranged while the order has not yet been dispatched by the logistics operator to its final destination; once out for delivery, we cannot guarantee that it can be corrected.

Delivery to a collection point

Your order will be deposited at the selected collection point; for operational or logistical reasons, or due to the temporary closure of the point or the logistics operator, it may be redirected to an alternative point located, as far as possible, within a 5 km radius. The time limits for the order to remain available at the collection point are: InPost, 7 calendar days; Correos, 7 calendar days (14 if deposited for collection); MRW, 14 calendar days. You are responsible for collecting the order within this time limit; personal circumstances (travel, illness, work reasons) do not extend it. If the order is not collected within the time limit, is refused, or is returned for a reason attributable to the customer, it will be returned to our central facilities.

Inability to deliver

If home delivery is not possible, the logistics operator will attempt to leave the order in a safe place or, if this is not possible, will return it to our warehouse.

If the inability to deliver is due to a cause not attributable to you (for example, loss or misplacement of the order by the logistics operator), we will refund all payments received, including delivery costs, without any deduction, within a maximum of 14 days from when we become aware of such circumstance.

If the inability to deliver is due to a cause attributable to you (for example, not being present at the indicated address after delivery attempts, or refusing or declining to receive the order without exercising your right of withdrawal under clause 16.1), the order will be returned to our central facilities and the amount of €3.99 will be deducted from the refund as return costs, under the same terms provided for delivery to a collection point.

15. Warranty and conformity of the products

If you are contracting as a consumer and user, you are entitled to remedial measures free of charge. TRAMAS+ guarantees that its products comply with the quality, safety and conformity standards legally required, and shall be liable for any lack of conformity that becomes apparent within a period of three years from delivery of the product.

Products shall be deemed to conform with the contract when: (i) they match the description given by TRAMAS+ and possess the qualities presented on the Website; (ii) they are fit for the purposes for which products of the same type are ordinarily used; and (iii) they exhibit the quality and performance normal for a product of the same type that could reasonably be expected. In handcrafted products, natural variations inherent to the materials used (shade, texture, finish) shall not be regarded as defects.

If a product does not conform with the contract, you must report it following the procedure set out in clause 16.6. Our commercial warranty shall in no case affect the rights recognised to you under applicable law.

16. Withdrawal, exchanges, returns and refunds

16.1 Legal right of withdrawal

If you are contracting as a consumer and user, you have the right to withdraw from the contract within 14 calendar days without needing to provide any justification. The withdrawal period will expire 14 calendar days after the day on which you, or a third party indicated by you (other than the carrier), took physical possession of the goods, or of the last of them if delivered separately.

To exercise the right of withdrawal, you must notify us by means of an unequivocal statement, through: the WhatsApp chat available on the Website, the online returns process at in-store.tramasmas.com/returns, or a communication sent to posventa@tramasmas.com or to our registered office (clause 2). You may use, although it is not obligatory, the withdrawal form template attached as an Annex to these Terms.

In the event of withdrawal, we will refund all payments received, including the initial delivery costs (with the exception of any additional costs resulting from your having chosen a delivery method other than the least costly standard delivery method we offer), without undue delay and, in any case, within a maximum of 14 calendar days from the date on which we are informed of your decision to withdraw. We may withhold the refund until we have received the products, or until you provide proof of having returned them, whichever occurs first. The refund will be made using the same payment method used for the purchase, unless you indicate otherwise.

You must return or hand over the products, without undue delay and in any case within a maximum of 14 calendar days from the date on which you communicate your decision to withdraw, at any of our TRAMAS+ stores or at the enabled delivery points. Unless the return is made in-store, you shall bear the direct cost of the return. You will only be liable for any diminished value of the products resulting from handling other than what is necessary to establish their nature, characteristics and functioning.

16.2 Commercial right of return

In addition to the legal right of withdrawal recognised in clause 16.1, TRAMAS+ grants a commercial period of 30 calendar days to request the exchange or return of products, without needing to provide any justification, in accordance with the requirements set out in this clause 16 (and subject to the exclusions in clause 16.3).

The 30-day period shall be calculated: from the date of receipt, for purchases made in a physical store; from the date of receipt by the customer or an authorised third party (other than the carrier), for online purchases delivered to the home; from the date of collection, for online purchases collected in-store or at an enabled point; and from receipt or collection, as applicable, for assisted orders.

If you return the products after the legal withdrawal period has elapsed but within the 30-day commercial period, you will only be refunded the price paid for the products, not including delivery costs. Once the 30-day period has elapsed without withdrawal having been exercised, returns requested purely at the customer's discretion will not be accepted, without prejudice to any rights you may have under the legal warranty or in respect of lack of conformity (clause 15).

16.3 Common provisions

You will not be entitled to withdraw from or return products sealed for health or hygiene reasons that have been unsealed after delivery. The right of withdrawal and return shall apply exclusively to products returned in the same condition in which they were received, not used beyond the mere opening or testing necessary, and with their original packaging, labelling and documentation. Products sold as a "pack" are indivisible and may not be returned or exchanged separately.

16.4 Return methods for online orders

To return an online order, you must register the return at in-store.tramasmas.com/returns, stating the order ID and the email address used for the purchase, and selecting the products to be returned and the chosen return method. You are responsible for verifying that the products included in the return are correct; only products correctly declared and received will be refunded.

Return by post

You may choose the available logistics operator (currently InPost or Correos), go to the corresponding authorised point and hand over the properly prepared package. TRAMAS+ will have 14 calendar days to verify the conformity of the returned product and confirm acceptance of the return. €2.99 will be deducted from the refund amount for return handling.

Return in-store

You may return the products by visiting any enabled TRAMAS+ store, presenting the product and the order information. This option is not available at the Fuengirola franchise store, at two franchise stores in Seville city, or in Ceuta or Melilla. The store may ask you for proof of purchase, the order number or other details necessary to process the return. Returning in-store will not involve any additional cost for you.

16.5 Returns of orders to the Balearic Islands and the Canary Islands

For these destinations, you shall bear the costs and arrange the return shipment yourself, sending the product to the indicated point: in the Balearic Islands, TRAMAS+ Store Mallorca Fan, CC Fan Mallorca Shopping, Carrer del Cardenal Rossell s/n, 07007 Palma; in the Canary Islands, TRAMAS+ Store Tenerife Centro, C/ Valentín Sanz nº 9, 38003 Santa Cruz de Tenerife.

16.6 Returns of defective products or products with manufacturing faults

If you detect a defect or manufacturing fault, you must report it to our customer service department, providing: a description of the problem, photographs of the product showing the issue, and the details necessary to identify the purchase (order number, receipt, or any other details we may request).

TRAMAS+ will assess the issue and may offer, depending on the case: compensation equivalent to 20% of the product's price if you choose to keep it without this preventing its use; an exchange of the product at an enabled (non-franchised) TRAMAS+ store, subject to availability; or the return and replacement of the product, providing you with a return label to send back the defective product together with the shipment of a new unit. For purchases made directly at a physical store, prior authorisation from our customer service department will be required. Returns due to a defect will not involve any handling cost for the customer, and amounts paid for products returned due to a fault or defect will be refunded in full, including the delivery costs originally incurred.

The warranty covers manufacturing defects or lack of conformity in accordance with applicable law, but does not cover damage resulting from incorrect use, improper handling, inadequate storage, washing or care contrary to the label instructions, modifications to the product, or normal wear and tear resulting from ordinary use.

16.7 Returns of purchases made in a physical store

Purchases made directly in a physical store must be exchanged or returned exclusively at a TRAMAS+ store in the same country as the purchase, within 30 calendar days of the purchase date, and are subject to the commercial terms in force in-store at the time. The return amount will be paid by means of a purchase voucher usable in physical stores, under the terms of clause 16.8. You must present the original receipt or proof of purchase to process any return, exchange or issue; photographs, screenshots or photocopies will not be accepted. If you paid in cash and have lost the receipt, we will not be able to verify the transaction. If you paid by card, you may bring the original bank statement (not a photocopy) so that the store can attempt to locate the transaction, which will only be possible at the store where the purchase was made.

16.8 Purchase vouchers

Returns of purchases made directly in a physical store (clause 16.7) are paid by means of a purchase voucher usable in physical stores. This purchase voucher does not apply to the return of online orders, the refund of which is always made using the original payment method in accordance with clauses 16.1 to 16.4. Vouchers are bearer instruments: anyone in possession of them may use them, so you are responsible for keeping them safe, and duplicates will not be issued in the event of loss. Unless otherwise indicated at the time of issue, they have no expiry date. Only the original voucher will be accepted, and it may be subject to restrictions relating to store, franchise, promotion, date or product; vouchers issued by a franchise will only be valid within its own network, and TRAMAS+'s own vouchers will not be valid in franchised stores unless otherwise indicated.

17. Customer service and communication channels

To resolve enquiries, handle issues or request assistance regarding orders, purchases or products, TRAMAS+ makes the following channels available to you: email at posventa@tramasmas.com; chat available in the Contact section of the Website; and telephone +34 854 62 26 45. Our 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.

To speed up the handling of your request, please provide us with: your full name, the email address used for the purchase, your order number or receipt, a contact telephone number, and any photographs or additional documentation that may be necessary. Issues, warranties, cancellations, online returns and complaints must always be handled through these official channels; physical store staff may assist with enquiries regarding direct in-store purchases, but are not authorised to resolve these matters.

18. Protection of personal data

TRAMAS+ processes its customers' personal data in accordance with the provisions of its Privacy Policy, available on the Website, applying the appropriate technical and organisational measures to ensure secure, transparent processing in compliance with applicable data protection law (Regulation (EU) 2016/679 and Organic Law 3/2018).

19. Intellectual and industrial property

The Website, including but not limited to its programming, editing, compilation and other elements necessary for its operation, as well as the designs, logos, text and/or graphics, are the property of TRAMAS+ or, where applicable, are used under licence or express authorisation from their authors. You may only use such material in the manner expressly authorised by us, which shall not prevent you from using the Website to the extent necessary to copy information about your order or your contact details.

Designs, logos, text and/or graphics not belonging to TRAMAS+ that may appear on the Website belong to their respective owners. Any observations regarding possible infringements of these rights may be sent to posventa@tramasmas.com.

20. Links from our website

Where the Website contains links to third-party pages or materials, these are provided for informational purposes only, and TRAMAS+ has no control over their content. We therefore accept no liability for any damage or loss arising from their use, without prejudice to our immediate removal of any link or content that contravenes applicable law, morality or public order.

21. Liability and exclusion of liability

Unless expressly provided otherwise in these Terms, TRAMAS+'s liability in relation to any product purchased through the Website shall be limited to the purchase price of that product. Except where the law provides otherwise, we shall accept no liability for loss of income or sales, loss of business, loss of profits, loss of anticipated savings, loss of data, or loss of management time, regardless of its origin.

Due to the open nature of the Website and the possibility of errors in the storage and transmission of digital information, we do not guarantee the accuracy and security of information transmitted or obtained through the Website, unless expressly stated otherwise.

The user agrees not to misuse the Website by introducing viruses, trojans or other technologically harmful material, nor to attempt to gain unauthorised access to the Website, its servers or associated databases. Breach of this clause may be reported to the relevant authorities and will result in the immediate revocation of your authorisation to use the Website. TRAMAS+ shall not be liable for any damage arising from a denial-of-service attack, viruses or other technologically harmful material that may affect your equipment as a result of using the Website.

22. Events beyond our control (force majeure)

TRAMAS+ shall not be liable for any breach of these Terms where such breach is due to events beyond its reasonable control (a "Force Majeure Event"), including strikes, civil unrest, war, natural disasters, the inability to use means of transport or telecommunications, or acts of any government or public authority. Our obligations shall be suspended for the period during which the Force Majeure Event persists, and the time for performance shall be extended by an equivalent period.

23. Communications and notifications

By using the Website, you agree that most of our communications will be electronic, without this affecting your legally recognised rights. Any notifications you send us must be sent via the WhatsApp chat available on the Website or to posventa@tramasmas.com. Notifications we send to you shall be deemed received: if posted on the Website, immediately; if sent by email, 24 hours after sending; and if sent by letter, three days after posting.

24. Assignment of rights and obligations

The contract is binding on both you and us, as well as on our respective successors and assigns. You may not assign or transfer the contract, nor the rights or obligations arising from it, without our prior written consent. TRAMAS+ may assign, transfer or subcontract the contract or the rights and obligations arising from it at any time, without this affecting the rights recognised to you by law as a consumer.

25. Waiver

Our failure to require compliance with any obligation you have assumed, or our failure to exercise any rights or actions available to us under these Terms, shall not constitute a waiver of such rights nor exempt you from compliance. No waiver on our part shall be effective unless expressly made in writing.

26. Partial invalidity

If any of these Terms is declared null or unenforceable, in whole or in part, by a decision of a competent authority, such declaration shall affect only the specific provision concerned, with the remaining Terms continuing in full force and effect. Where necessary, TRAMAS+ shall replace the affected clause with a valid one that achieves, as far as possible, the purpose originally intended.

27. Entire agreement

These Terms, together with the information provided during the purchase process and the other legal documents available on the Website, constitute the entire agreement between you and TRAMAS+ in relation to their subject matter, and supersede any prior agreement or understanding, whether verbal or written. Any specific terms agreed between TRAMAS+ and the customer must be recorded in writing or by a means allowing their existence and acceptance to be evidenced.

28. Our right to amend these Terms

We reserve the right to modify, update or adapt these Terms, among other reasons, due to regulatory changes, operational improvements or commercial adjustments. The Terms applicable to each purchase shall be those published and in force at the time the order is placed; subsequent modifications shall not affect orders already confirmed, unless they are more favourable to the consumer or must be applied due to a legal obligation.

29. Applicable law, jurisdiction and dispute resolution

These Terms are governed by Spanish law. However, if you reside in another Member State of the European Union, you may benefit from the mandatory consumer protection provisions of your country of residence, where these are more favourable.

Any dispute arising from access to or use of the Website, or from the contractual relationship with TRAMAS+, shall be submitted to the non-exclusive jurisdiction of the Spanish courts and tribunals. If you are contracting as a consumer, this clause shall not affect the rights recognised to you under applicable law, in particular your right to bring proceedings before the courts of your own place of residence. For business-to-business relationships, the parties submit, with express waiver of any other jurisdiction, to the Courts and Tribunals of Seville (Spain).

In accordance with Regulation (EU) No 524/2013, if your purchase was made online, you have the right to request out-of-court resolution of consumer disputes through the European Commission's platform, accessible at https://ec.europa.eu/consumers/odr/.

30. Complaints, claims and official complaint forms

Your comments, suggestions, complaints and claims are welcome through our contact channels. We have official complaint forms available to consumers and users at our physical stores, which you may request in-store or through our contact channels. We will handle your complaints and claims as promptly as possible and, in any case, within the legally established time limit.

31. Contact

To send comments, suggestions, enquiries or any other matter, you may use the chat available on the Website, the email posventa@tramasmas.com, or the telephone +34 854 62 26 45. For more information, you can visit the Customer Service section of the Website.

Annex — Withdrawal Form Model

(You only need to complete and send this form if you wish to withdraw from the contract. Its use is optional: you may exercise your right of withdrawal by any other unequivocal statement, as indicated in clause 16.1)

To the attention of:
TRAMAS RETAIL, S.L.
C/ Río Viejo 52, Polígono Industrial Carretera de la Isla, 41703 Dos Hermanas (Seville), Spain
Email: posventa@tramasmas.com

I/We hereby give notice (*) that I/we withdraw (*) from my/our (*) contract of sale of the following goods:

Ordered on/received on (*): _______________________

Name of the consumer(s): _______________________

Address of the consumer(s): _______________________

Signature of the consumer(s) (only if this form is submitted on paper): _______________________

Date: _______________________

(*) Delete as appropriate.

Last updated: 17/08/2026