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Shipping and Returns Policy | Tiloom

General terms and conditions

These General Terms and Conditions of Business (hereinafter referred to as the General Terms and Conditions) shall govern the commercial relationship that arises between Tiloom Technological Solutions (hereinafter referred to as Tiloom) and the user or customer for the contracting made through the forms that Tiloom makes available on its website tiloom.com.

Recruitment through the website of Tiloom will imply the acceptance by the client or user of the pages of these conditions, as well as the conditions of use established for the user's browsing of the pages owned by Tiloom. These conditions shall apply without prejudice to the application of the relevant legal provisions applicable in each case.

These General Conditions are subject to the provisions of Law 7/1998, of 13 April, on General Contracting Conditions, Law 26/1984, of 19 July, General Law for the Defence of Consumers and Users, Royal Decree 1906/1999, of 17 December 1999, which regulates Telephone or Electronic Contracting with general conditions, Organic Law 15/1999, of 13 December, on the Protection of Personal Data, Law 7/1996, of 15 January, on the Regulation of Retail Trade, and Law 34/2002 of 11 July, on Information Society Services and Electronic Commerce.

Tiloom reserves the right to make any modifications it deems appropriate, without prior notice, to the General Conditions. Such modifications may be made through its website by any legally admissible means and shall be binding for as long as they are published on the website and until they are validly modified by subsequent modifications. Notwithstanding the foregoing, Tiloom reserves the right to apply, in certain cases, Special Conditions of Contract in preference to these General Conditions when it deems appropriate, announcing them in due time and form.


Pre-contracting information

Tiloom informs that the purchase procedure through its web pages is detailed in the section called "contracting conditions".

Also, Tiloom informs that the user can have access to the terms of use by clicking on the section ".conditions of use“.

For contracting with Tiloom through its website, the user or client expressly declares to know, understand and accept these conditions of use and general contracting conditions. Likewise, the user declares to be of legal age and to have the necessary legal capacity to access the website of Tiloom Technological Solutions and contracting through them. The user is responsible for treating confidentially and responsibly the identity and password obtained in the registration as a customer, and may not transfer them to another.

The user, once registered as such on the website (essential to purchase the products offered through the website), has a personal area, identified as "personal area".Customer data". You can access the link "View or modify your details"and thus identify and rectify possible data entry errors.

When the customer places an order, he/she will receive an e-mail at the e-mail address he/she has indicated with the web order request, which lists all the products the user wishes to purchase, indicating the purchase prices and a link from which he/she can consult the present contracting conditions. Once the order request has been made, it will be processed and the customer will receive a second e-mail confirming availability, price and acceptance of the payment method.

The order confirmation may be printed by the user as proof of purchase, but shall in no case be valid as an invoice. When the order is delivered to the address indicated by the customer, together with the products purchased, a copy of the invoice is sent.

All documentation sent to the client will be formalised in Spanish.

The customer can access his personal area with his user name and password, and access the "Order history". You will find a history of all orders placed with Tiloom.
By clicking on the order number, you will find the list of products purchased, the price and the method of payment.


How buying and selling works

1. Product offer and price reference

In compliance with current legislation and, in particular, with Law 34/2002 on information society services and electronic commerce, Tiloom offers in each of the sections, depending on the type of product, information on all the items for sale, their characteristics and prices. However, Tiloom reserves the right to withdraw, replace or change the products offered to its customers through its web pages, by simply changing the content of these pages.

In this way, the products offered at any given moment by the website of Tiloom shall be governed by the General Terms and Conditions in force in each case. In addition, the undertaking shall have the
the right to stop offering, without prior notice and at any time, access to the above-mentioned products.


2. Indication of prices

Each product offered will indicate its price and whether VAT or any other applicable tax is included. The prices shown on the screen will be those in force at any given time. For further questions about the price of our products, please do not hesitate to contact us at info@tiloom.com.


Shipping times and costs

We ship our products throughout Spain and to more than 200 countries around the world. Delivery times vary depending on the destination. For Spain, delivery times are 2 to 7 working days. For the rest of the world, delivery times are usually 10 to 21 working days.

Tiloom makes a fixed charge for shipping costs, which will be indicated during the purchase process. 


4. Availability

The availability of products offered by Tiloom through their websites may vary depending on customer demand. Although Tiloom updates the stock periodically, the product ordered by the customer may be out of stock at that time. In such a case, Tiloom will send an e-mail to the customer informing him of the impossibility of fulfilling the order.

For those items that we do not have in stock, our website will show you the last price at which the item has been sold. In the event that you place an order request for an item that is not available, our sales department will confirm your order within 24 hours (working hours), indicating the availability and the final price of the item.

In the event that you have decided to pay in advance for out-of-stock items and these are not available and/or you do not agree with the delivery time or the final price of the product and do not wish to purchase it, you will be refunded the full amount paid. Remember that if you include an out-of-stock item together with in-stock items, the order will be held until final confirmation of all items, which may result in delays in delivery.


5. Delivery of the order

As a general rule, orders will be delivered to the addressee within a variable period of time from the confirmation of the order, in most of the peninsula, as long as the order has been placed by the customer, confirmed by the sales department, and payment by the administration department of the company. Tiloom is made before 16:00 hours.

Delivery of large products:
Large products will be delivered to the front door of the building/house at street level.


6. Methods of payment

There are three payment methods set out on the website for the customer to manage their order, at the customer's choice:

  • Credit card: via the online payment system.
  • Bank transfer: the customer may choose to pay for the order by bank transfer.
  • Cash on delivery: the customer may choose to pay for his order when it is delivered.
  • Via PayPal with the usual conditions of payment via this online payment system.

7. Return policy

Tiloom complies with current regulations. We will accept the return of an item, provided that it is returned within the
within 14 calendar days of receipt.

To be accepted for return, the item must meet the following conditions:

  • Send the item in its original packaging and protected with additional packaging to ensure that it is received in perfect condition.
  • A copy of the invoice for the order placed must be enclosed with the item.
  • In the event that the returned item does not arrive in perfect condition or with all its accessories, Tiloom Technological Solutions reserves the right to pay a lower amount than the amount paid for the purchase of the same.

Under no circumstances may special order items that are not in stock, have a personalised configuration or have been customised by the customer be returned. Neither can items that can be reproduced or copied nor those that are consumable and have been unsealed.

Products that have been tested or used and can no longer be sold as new will not be accepted. We will not accept the return of products in blister packs that have already been opened, nor will we accept loose accessories that complement other products.

To exercise your right of withdrawal, please contact us via our contact email address info@tiloom.com.

In addition, Tiloom has Complaints Sheets available to the consumer.

In case of technical problems or RMA, please send your enquiry to the following e-mail address: info@tiloom.com.

In case of problems with transport and order placement, please contact: info@tiloom.com.


Data protection

In accordance with the provisions of Organic Law 15/1999 on the Protection of Personal Data, Tiloom Technological Solutions informs the users of its website that the personal data collected by the company through the forms located on its pages will be entered into an automated file under the responsibility of Tiloom Technological Solutionsin order to facilitate, expedite and fulfil the commitments established between both parties. Likewise, Tiloom informs you of the possibility of exercising your rights of access, cancellation, rectification and opposition by sending an e-mail to info@tiloom.com.

Unless you inform us to the contrary, we will assume that your data have not been modified, that you undertake to notify us of any change and that we have your consent to use them for the purpose of maintaining the relationship between the parties.


Applicable law and jurisdiction

The relationship between the user and Tiloom shall be governed by the regulations in force and applicable in the Spanish territory, being competent to decide on any dispute that may arise between the user and Tiloom the courts of the territory in which the consumer is domiciled.

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