Terms and Conditions of Purchase
1. Introduction
This document (together with all the documents referred to herein) sets out the terms and conditions governing the use of and access to the TRAMAS HOME website, www.tramas-home.com (the “Website”), as well as purchases of products through it, orders assisted in store and purchases made directly in our physical stores (collectively, the “Terms”).
Please read these Terms and our Cookie Policy and Privacy Policy (collectively, the “Data Protection Policies”) carefully before using this Website. To place an order, you must expressly accept these Terms and will be bound by them. If you do not agree with all the Terms, you must not use this Website.
If you have any questions about the Terms or the Data Protection Policies, you may contact us through our contact channels (clause 31).
2. Our details
Products marketed through the Website are sold under the name TRAMAS HOME by TRAMAS RETAIL, S.L., a Spanish company with tax identification number B91110528, registered office at C/ Río Viejo 52, Polígono Industrial Carretera de la Isla, 41703 Dos Hermanas (Seville), registered with the Seville Commercial Registry in Volume 3209, Folio 81, Sheet SE-43352, telephone +34 954 773 130 and email posventa@tramas-home.com (hereinafter “TRAMAS HOME”). You may also contact us at posventa@tramas-home.com, via the WhatsApp chat available in the Contact section of the Website or by telephone on +34 854 62 26 45.
3. Scope
These Terms apply to purchases made through: (i) the Website www.tramas-home.com; (ii) assisted orders processed in TRAMAS HOME physical stores using the systems provided for delivery or collection; and (iii) purchases made directly in our physical stores. Certain products, services, promotions or sales channels may be subject to specific terms which, in the event of a conflict, shall prevail over these Terms in respect of the matters expressly governed by them.
For assisted orders placed in physical stores, the terms applicable to exchanges, returns and refunds depend on the payment channel used: orders paid online are governed by the terms for purchases made through the Website, while orders paid directly at the till are treated as purchases made in a physical store.
4. Your information and visits to this Website
The information or personal data you provide will be processed in accordance with the Data Protection Policies. All information you provide must be true and accurate. We invite you to read our full Privacy Policy to understand how we use your personal data and the rights you have 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 enquiries or place legally valid orders.
Not place false or fraudulent orders. If an order may reasonably be considered to be of this kind, we may cancel it and inform the relevant authorities.
Not misuse or abuse promotions, discount codes, marketing campaigns or purchasing systems.
Provide your email address, postal address and other contact details truthfully and accurately. Without the necessary information, we cannot process your order.
Declare, when placing an order, that you are over 18 and have legal capacity to enter into contracts.
6. Service availability
Items offered through the Website are available for delivery to Spain (mainland and Balearic Islands), Portugal (mainland) and Italy, as well as other European destinations as indicated in clause 14. We currently do not deliver to the Canary Islands, Madeira or other Portuguese island territories. If you place an order from a country not covered by our delivery service, you must provide a delivery address in a territory we serve.
TRAMAS HOME physical stores are located only in mainland Spain and mainland Portugal; we have no stores in the Balearic Islands, Canary Islands, Italy or other countries.
7. How to place an order and confirmation
To place an order, you must follow the purchase process and complete payment. Once received, TRAMAS HOME will send you an order confirmation (the “Order Confirmation”) and subsequently notify you when your order has been dispatched or is ready for collection (the “Dispatch Confirmation”). If you have not received the Order Confirmation within one hour, after checking your spam folder, you should contact posventa@tramas-home.com with your full name, approximate purchase date and time and amount paid.
All orders are subject to product availability and TRAMAS HOME's fraud prevention measures. If an item becomes unavailable before dispatch, we will inform you and, where appropriate, issue the relevant refund.
8. Technical means of correcting errors
This Website displays confirmation prompts at various stages of the purchase process that prevent you from proceeding if information has not been entered correctly. It also provides details of all items added to the basket before payment, so you can review and modify the order before confirming it. If you discover an error after completing payment, contact customer service immediately (clause 17) to correct it. You may also correct your personal details in “My Account” or exercise your right to rectification under our Privacy Policy.
9. Product availability
Listing a product in the catalogue does not guarantee its availability when the order is prepared. In the event of partial unavailability, TRAMAS HOME may dispatch the available items and refund the amount corresponding to those not supplied, while maintaining the original delivery terms (if the order qualified for free delivery, no delivery charge will be imposed). If the order benefited from a discount, voucher or promotion, the refund will be calculated on the amount actually paid for the affected items. If the entire order is unavailable, it will be cancelled and refunded in full, including delivery charges.
TRAMAS HOME may cancel an order in whole or in part in exceptional circumstances preventing proper processing, such as obvious errors in product information, technical or logistical incidents or well-founded suspicions of fraud. We will inform you as soon as possible and refund any amounts paid where applicable.
10. Changes to and cancellation of orders
You may request a change to or cancellation of your order by contacting posventa@tramas-home.com, preferably within two hours of the Order Confirmation and during our service hours (Monday to Friday, 9:00 a.m. to 3:00 p.m.). Receiving your request within this period does not guarantee it can be fulfilled, as this depends on the order preparation status.
Once order preparation has started or the order has been dispatched, changes cannot be made. If preparation has not started, you may request a change of delivery address, which may involve a €3.99 charge if it increases transport costs.
Orders for store collection cannot be modified to change the selected store after confirmation. If you want to collect from another store, you must request cancellation, where possible, and place a new order selecting your preferred store.
11. Product prices
Prices are shown in euros and include applicable taxes but exclude delivery charges, which are displayed before checkout is completed. Prices may change at any time, but changes will not affect orders for which an Order Confirmation has already been sent. In the event of an obvious error in the published price, TRAMAS HOME may void the order, informing you as soon as possible and refunding all amounts paid.
Prices and promotions by sales channel
Prices and promotions may differ according to the sales channel: the Website, physical stores and other channels through which TRAMAS HOME sells its products. Each channel has its own prices and promotions, and those of one channel cannot be demanded in another. The applicable price is the price in force in the channel through which you purchase at the time the order is confirmed and is shown before completion. Assisted orders placed using screens in physical stores are governed by the Website's prices and promotions.
TRAMAS HOME does not apply personalised pricing: selling prices do not vary based on the customer's profile, purchase history or other personal data, but only according to the sales channel and current promotions. This does not affect promotional codes or benefits communicated by TRAMAS HOME with their own conditions. A price difference between channels does not constitute a pricing error.
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 of €5,000 or more (contact sac.web@tramasmas.com in advance). These discounts apply only to items not already subject to current promotions or offers, cannot be combined with each other or with promotional codes, coupons or vouchers, do not create a B2B commercial relationship, require full payment before order preparation and include free delivery to mainland Spain. For partial returns, the discount will be applied proportionately.
Sales and special campaigns
During sales periods or special campaigns, TRAMAS HOME may apply specific terms or temporary changes to availability and preparation and delivery times, which may vary by sales channel. In-store collection of online orders will remain available during these periods unless expressly stated otherwise.
12. Payment methods
TRAMAS HOME offers payment by bank card (credit and debit), PayPal, Bizum and Scalapay. Availability may vary by sales channel, order amount and device used. Payment methods accepted in physical stores or for assisted orders may differ from those available on the Website.
Exceptionally, TRAMAS HOME may authorise payment by bank transfer, upon customer request and acceptance by customer service. In this case, you must email proof of payment to posventa@tramas-home.com, stating the order number in the subject line. Until payment has been verified, the order will not enter preparation and items will not be reserved.
All payments are subject to checks by the relevant financial institution. If payment is declined, the order will not be confirmed. TRAMAS HOME may carry out anti-fraud checks and reject orders that do not pass them satisfactorily.
Refund terms are set out in clause 16.
13. Invoicing
To issue an invoice for your purchase, you must enter your NIF or CIF tax identification number and full tax details when placing the order. You expressly authorise us to issue the invoice electronically, making it available for download from your order details after confirmation. You may nevertheless request a paper invoice at any time, in which case we will issue and send it in that format.
TRAMAS HOME is not responsible for invoice errors caused by incomplete or incorrect tax details provided by the customer. To request the issue or correction of an invoice, email posventa@tramas-home.com stating the order number and correct details.
In accordance with Article 68 of Spanish Law 37/1992 of 28 December on Value Added Tax, the supply of goods is deemed to take place in the territory where Spanish VAT applies when the delivery address is in Spain, except Ceuta and Melilla, deliveries to which are VAT-exempt without prejudice to any applicable taxes and customs duties.
14. Shipping and delivery of orders
TRAMAS HOME will dispatch orders or make them available according to the selected method. Shipping charges and estimated delivery times depend on the destination, shipping method and, where applicable, current campaigns or promotions; they are displayed before checkout is completed. Times are calculated in working days from the start of preparation, may be affected by high demand, sales periods, public holidays, logistical incidents or force majeure, and home deliveries are not made on Saturdays or Sundays.
Shipping charges and delivery times
Mainland Spain: free home delivery from €39.99 (€3.99 for lower-value orders), estimated delivery in 1 to 5 working days; delivery to a collection point €2.99; delivery to a TRAMAS HOME store within 5 to 7 working days (up to 10 during high-demand periods).
Balearic Islands: free home delivery from €39.99 (€8.99 for lower-value orders), estimated delivery within up to 15 working days. Delivery to a collection point is not available.
Canary Islands, Ceuta and Melilla: deliveries to the Canary Islands are currently unavailable, and delivery to a collection point is unavailable in Ceuta and Melilla.
Mainland Portugal: free home delivery from €39.99 (€3.99 for lower-value orders); delivery to a collection point €2.99; estimated delivery within 2 to 5 working days; delivery to a TRAMAS HOME store within 5 to 7 working days (up to 10 during high-demand periods).
Italy: home delivery €5.99 for orders under €49.99 (islands: €11.99 for orders under €59.99); collection point delivery €4.99 for orders under €39.99 (islands: €10.99 for orders under €59.99); estimated delivery within 5 to 10 working days. Delivery to a store is not available.
Other European destinations: home delivery or collection point delivery €5.99 for orders under €89.99; estimated delivery within 10 to 15 working days.
The final applicable conditions are those shown during checkout before the order is confirmed.
Express delivery
If you select and pay the express delivery supplement (€6.99, available only in mainland Spain), orders confirmed before 12:00 noon on a working day will be delivered on the following working day before 2:00 p.m. Orders confirmed after 12:00 noon will be prepared on the following working day and delivered two working days later before 2:00 p.m. Available only in the geographical areas enabled at any given time.
Delivery to a store
Delivery to a store is only available for TRAMAS HOME stores in mainland Spain and mainland Portugal when this option appears during checkout. Once the order is available, you will receive a notification to collect it.
Transfer of risk and ownership
Risk in the goods passes to you upon delivery. You acquire ownership of the goods when we have received full payment of all sums due, including delivery charges, or at the time of delivery, if later.
Changes to the delivery address
You are responsible for verifying the accuracy of the delivery address you provide; store addresses cannot be used as home delivery addresses. You may request an address change while the order has not left our premises; a €3.99 fee may apply if transport costs increase. Once the order has been handed over to the carrier, we cannot guarantee the change.
Errors in delivery details provided by the customer
If the order has already been handed over to the carrier and delivery cannot be completed due to incorrect or incomplete address details provided by you, we will offer to resend it to the correct address for a €3.99 redelivery fee. If you do not wish to pay this charge, the order will be returned to our central premises and €3.99 will be deducted from the refund as a return shipping fee. This arrangement is only possible while the carrier has not dispatched the order to its final destination; once it is 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 temporary closure of the point or carrier, it may be redirected to an alternative point located, wherever possible, within a 5 km radius (or otherwise to the nearest operational point). We will notify you through the contact details provided. Collection deadlines are: InPost, 7 calendar days; Correos and MRW, 14 calendar days. You are responsible for collecting the order within the applicable period; personal circumstances (travel, illness or work commitments) do not extend it. If the order is not collected in time, is refused or is returned for reasons attributable to the customer, it will be returned to our central premises.
Failure to deliver
If home delivery cannot be completed, the carrier will attempt to leave the order in a safe place or, if that is not possible, return it to our warehouse.
If the delivery failure is not attributable to you (for example, loss or misplacement of the order by the carrier), we will refund all payments received, including delivery charges, without deduction, within a maximum of 14 days from the time we become aware of the circumstances.
If delivery fails for reasons attributable to you (for example, absence from the stated address after delivery attempts, or refusing or declining receipt without exercising your right of withdrawal in accordance with clause 16.1), the order will be returned to our central premises and €3.99 will be deducted from the amount refunded as a return shipping charge, on the same terms as for delivery to a collection point.
15. Product guarantee and conformity
If you are contracting as a consumer, you are entitled to remedies free of charge. TRAMAS HOME guarantees that its products meet legally required standards of quality, safety and conformity and is liable for any lack of conformity that becomes apparent within three years of delivery.
Products are deemed to conform to the contract when: (i) they match TRAMAS HOME's description and have the characteristics presented on the Website; (ii) they are fit for the normal purposes of products of the same type; and (iii) they have the quality and performance normally expected of products of the same type. In handcrafted products, natural variations in materials (shade, texture and finish) are not considered defects.
If a product does not conform to the contract, you must report it following the procedure in clause 16.6 before repairing, altering or handling the item. Our commercial guarantee does not affect your statutory rights. We recommend retaining your receipt, proof of purchase or Order Confirmation throughout the product's useful life.
16. Withdrawal, exchanges, returns and refunds
16.1 Statutory right of withdrawal
If you are contracting as a consumer, you have the right to withdraw from the contract within 14 calendar days without giving any reason. The withdrawal period expires 14 calendar days after the day on which you, or a third party indicated by you other than the carrier, acquire physical possession of the goods, or of the last item if delivered separately.
To exercise your right of withdrawal, you must notify us through an unequivocal statement, using the WhatsApp chat on the Website, the online returns process at in-store.tramasmas.com/returns, or a communication to posventa@tramas-home.com or our registered office (clause 2). You may use, but are not required to use, the model withdrawal form annexed to these Terms.
In the event of withdrawal, we will refund all payments received, including initial delivery charges (except additional costs arising from choosing a delivery method other than the least expensive standard delivery we offer), without undue delay and in any event within 14 calendar days of being informed of your decision to withdraw. We may withhold the refund until we receive the goods or until you provide evidence of having returned them, whichever occurs first. Refunds will be made using the payment method used for the purchase unless you instruct us otherwise.
You must return or hand over the products without undue delay and in any event within 14 calendar days of notifying your decision to withdraw, at any participating TRAMAS HOME store or authorised drop-off point. Unless the return is made in store, you will bear the direct cost of returning the goods. You are liable only for any reduction in value resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
16.2 Period for returns and exchanges
The period for requesting an exchange or return is 14 calendar days across all sales channels, subject to the requirements of clause 16 (and the exclusions in clause 16.3).
The 14-day period runs: from the purchase date for purchases in a physical store; from receipt by the customer or an authorised third party other than the carrier for online home deliveries; from the date the order is made available for collection for online purchases collected in store or at an authorised point; and from receipt or collection, as applicable, for assisted orders.
Once 14 days have elapsed, returns or exchanges requested simply because the customer has changed their mind will not be accepted, without prejudice to statutory rights relating to guarantees or lack of conformity (clause 15).
Exchanges are subject to availability of the requested item. If the replacement item has a different price, the corresponding financial adjustment will be made based on the price in force at the time of exchange. For online orders, exchanges are handled by returning the purchased item and placing a new order.
16.3 General provisions
You have no right to withdraw from or return sealed goods which are unsuitable for return for health or hygiene reasons once unsealed after delivery. The right of withdrawal and return applies only to products returned in the same condition as received, not used beyond opening or trying them as necessary, and with their original packaging, tags and documentation. Products must be properly packed and protected to prevent damage during transport. Products sold in a “pack” are indivisible and cannot be returned or exchanged separately.
16.4 Methods of returning online orders
To return an online order, register the return at in-store.tramasmas.com/returns, stating the order identifier and the email used for the purchase, and selecting the products to return and the return method. You are responsible for verifying that the products declared for return are correct; only items correctly declared and received will be refunded.
Returns by shipment
This option is available for orders from mainland Spain and mainland Portugal. You may select an available carrier during the return process, go to the relevant authorised point and hand over the properly prepared package. TRAMAS HOME has 14 calendar days from receipt at its central premises to check the condition of the returned product and confirm acceptance of the return. A €2.99 return handling fee will be deducted from the refund.
Returns in store
You may return products at any participating TRAMAS HOME store in mainland Spain or mainland Portugal by presenting the product and order information. The store may ask for proof of purchase, the order number or other details needed to process the return. In-store returns incur no additional charge, and the refund may take up to 72 hours to become effective.
16.5 Returns of orders delivered to the Balearic Islands, Italy and other international destinations
TRAMAS HOME has no stores in the Balearic Islands, Italy or other international destinations, so these orders cannot be returned in store. You are responsible for arranging and paying for the return shipment and sending the item, clearly identified with its order number, to our central premises: TRAMAS HOME, C/ Río Viejo, 48, 41703 Dos Hermanas (Seville), Spain.
16.6 Returns of defective products or products with manufacturing faults
If you identify a defect or manufacturing fault, you must notify customer service and provide a description of the problem, photographs of the product showing the issue and the information needed to identify the purchase (order number, receipt or other details requested). This process applies to online purchases, assisted orders and purchases made in physical stores.
TRAMAS HOME will assess the issue and may offer, as appropriate: financial compensation against the product price, calculated according to the nature of the issue, if you choose to retain the item and its use is not prevented; an exchange in a participating TRAMAS HOME store, subject to availability; or a return and replacement, with instructions for returning the defective product and shipping a new unit. Purchases made directly in a physical store require prior authorisation from customer service. Returns due to defects incur no handling charge, and amounts paid for returned faulty or defective products will be refunded in full, including initial delivery charges.
The guarantee covers manufacturing faults or lack of conformity under applicable law but does not cover damage resulting from incorrect or unintended use, accidental damage, improper handling, unsuitable storage, washing or care contrary to label instructions, use of inappropriate cleaning products, product alterations or normal wear from ordinary use.
16.7 Returns of purchases made in physical stores
Purchases made directly in a physical store must be exchanged or returned exclusively to a TRAMAS HOME store in the same country of purchase within 14 calendar days of purchase, subject to the applicable in-store commercial terms. Where a return is accepted, TRAMAS HOME may reimburse the amount through a store voucher (clause 16.8). You must present the original receipt or proof of purchase to process a return, exchange or complaint; photographs, screenshots and photocopies are not accepted. If you paid in cash and have lost the receipt, we cannot verify the transaction. If you paid by card, you may bring the original bank transaction record (not a photocopy) so the store can try to trace the purchase; this is only possible at the store where the purchase was made.
Assisted orders paid directly at the till must be returned to the relevant store with the original receipt within 14 calendar days of receipt or collection.
16.8 Store vouchers
Store vouchers issued for returns in physical stores (clause 16.7) do not apply to online orders. Vouchers are bearer instruments: anyone holding them can use them, so you are responsible for keeping them safe and no duplicates will be issued if they are lost, damaged or misplaced. Unless otherwise indicated when issued, they have no expiry date. Only the original voucher is accepted (not photographs, screenshots or photocopies), and its use may be subject to restrictions relating to stores, promotions, dates or products.
16.9 Refunds
Once the return has been accepted, the refund will be made for the value of products correctly returned and accepted, using the payment method used for the purchase, unless another arrangement applies. Where discounts, promotions, vouchers or promotional codes were applied to the order, the discount will be allocated proportionately across all items to calculate the refund. Shipping charges will only be refunded where legally required (clause 16.1) or where the return is attributable to TRAMAS HOME.
For orders paid by bank transfer, the refund will be made by transfer to the account you specify within 14 days of our receiving all necessary details. If you returned an online order in store and have not received the refund within 72 hours, contact customer service with your order ID, the store and the date of return.
17. Customer service and communication channels
For enquiries, incident management or assistance with orders, purchases or products, TRAMAS HOME provides the following channels: email posventa@tramas-home.com; WhatsApp chat in the Website's Contact section; and telephone +34 854 62 26 45. Service hours are Monday to Friday, 9:00 a.m. to 3:00 p.m. (CET/CEST), excluding local and national public holidays. Communications received outside these hours will be handled in the next available service period.
To help us handle your request promptly, please provide your full name, the email address used for the purchase, order number or receipt, contact telephone number and any photographs or additional documents required. Incidents, guarantees, cancellations, online returns and complaints must always be handled through these official channels. Physical store staff may answer questions about direct in-store purchases but are not authorised to resolve these matters.
18. Personal data protection
TRAMAS HOME processes customers' personal data in accordance with its Privacy Policy, available on the Website, and applies appropriate technical and organisational measures to ensure secure, transparent processing compliant with applicable data protection law (Regulation (EU) 2016/679 and Spanish Organic Law 3/2018). TRAMAS HOME does not sell, rent or trade its customers' personal data. Payment information is handled through authorised payment service providers.
19. Intellectual and industrial property
The Website, including but not limited to its programming, editing, compilation and other components required for operation, designs, logos, texts, photographs and/or graphics, belongs to TRAMAS HOME or is used under the relevant authors' express licence or authorisation. You may use such material only as expressly authorised by us, without prejudice to your use of the Website as necessary to copy information about your order or contact details.
Designs, logos, texts and/or graphics belonging to third parties that may appear on the Website belong to their respective owners. Any observations regarding possible infringements of these rights may be sent to posventa@tramas-home.com.
20. Links from our Website
When the Website contains links to third-party websites or materials, these are provided for information only, and we have no control over their content. Accordingly, we accept no liability for damage or loss arising from their use, without prejudice to promptly removing any link or content that breaches applicable law, morality or public order.
21. Liability and exclusion of liability
Unless expressly provided otherwise in these Terms, TRAMAS HOME's liability in relation to any product purchased through the Website is limited to the purchase price of that product. Unless the law provides otherwise, we 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 cause.
Due to the open nature of the Website and the possibility of errors in storing and transmitting digital information, we cannot guarantee the accuracy and security of information transmitted or obtained through the Website, or its permanent and uninterrupted availability, which may be affected by maintenance or incidents involving external providers, unless expressly stated otherwise.
You undertake not to misuse the Website by introducing viruses, trojans or other technologically harmful material or by attempting to gain unauthorised access to the Website, its servers or associated databases. Breach of this provision may be reported to the competent authorities and result in immediate revocation of your authorisation to use the Website. TRAMAS HOME shall not be responsible for damage caused by a denial-of-service attack, virus or other harmful technological material affecting your equipment through use of the Website.
22. Events beyond our control (force majeure)
TRAMAS HOME will not be liable for any failure to comply with these Terms where caused by events beyond its reasonable control (“Force Majeure Event”), including strikes, civil unrest, war, natural disasters, inability to use means of transport or telecommunications, or acts of any government or public authority. Our obligations will be suspended for as long as the Force Majeure Event persists, and the time for performance will be extended by an equivalent period.
23. Communications and notices
By using the Website, you accept that most communications from us will be electronic, without prejudice to your statutory rights. Notices you send to us must be submitted through the WhatsApp chat on the Website or to posventa@tramas-home.com. Notices we send to you will be deemed received: immediately if published on the Website; 24 hours after sending if by email; and three days after posting if by letter.
24. Assignment of rights and obligations
The contract binds both you and us, as well as our respective successors and assignees. You may not assign or transfer the contract or any rights or obligations arising from it without our prior written consent. TRAMAS HOME may assign, transfer or subcontract the contract or any rights or obligations arising from it at any time, without affecting your statutory consumer rights.
25. Waiver
Our failure to require you to comply with any obligation or to exercise any rights or remedies under these Terms does not constitute a waiver of those rights or release you from compliance. No waiver by us shall be effective unless expressly made in writing.
26. Severability
If any provision of these Terms is held wholly or partly invalid or unenforceable by a competent authority, that finding will affect only the relevant provision and the remainder of the Terms will continue in full force. Where necessary, TRAMAS HOME will replace the affected provision with a valid one that achieves, as far as possible, the original purpose.
27. Entire agreement
These Terms, together with information provided during checkout and other legal documents available on the Website, constitute the entire agreement between you and TRAMAS HOME concerning their subject matter and supersede any prior oral or written agreement. Any specific term agreed between TRAMAS HOME and the customer must be recorded in writing or by a means capable of demonstrating its existence and acceptance.
28. Our right to amend these Terms
We reserve the right to amend, update or adapt these Terms, including for changes in legislation, operational improvements or commercial adjustments. The Terms applicable to each purchase are those published and in force at the time the order is placed; subsequent amendments do not affect already confirmed orders unless more favourable to the consumer or required by law.
29. Applicable law, jurisdiction and dispute resolution
These Terms are governed by Spanish law. However, if you reside in another European Union Member State, you may benefit from mandatory consumer protection rules in your country of residence where these are more favourable.
In the event of a dispute, the parties will attempt an amicable resolution through customer service. If this is not possible, any dispute arising from access to or use of the Website or the contractual relationship with TRAMAS HOME will be submitted to the non-exclusive jurisdiction of the Spanish courts. If you contract as a consumer, this clause does not affect your statutory rights, in particular your right to bring proceedings before the courts of your own place of residence. In business-to-business relationships, the parties expressly waive any other jurisdiction and submit to the courts of Seville (Spain).
You may also use any alternative consumer dispute resolution mechanisms available under applicable law. Please note that the European online dispute resolution (ODR) platform created under Regulation (EU) No 524/2013 has been discontinued following the repeal of that Regulation and is no longer available.
30. Complaints, claims and official complaint forms
We welcome comments, suggestions, complaints and claims through our contact channels. Official complaint forms are available to consumers in our physical stores and may be requested on the premises or through our contact channels. We will handle your complaints and claims as promptly as possible and in any case within the statutory period.
31. Contact
For comments, suggestions, enquiries or any other matter, you may use the WhatsApp chat available on the Website, email posventa@tramas-home.com or call +34 854 62 26 45. For more information, please see the Customer Service section of the Website.
Annex — Model withdrawal form
(Complete and send this form only if you wish to withdraw from the contract. Its use is optional: you may exercise your right of withdrawal through any other unequivocal statement, as described in clause 16.1.)
To:
TRAMAS RETAIL, S.L. (TRAMAS HOME)
C/ Río Viejo 52, Polígono Industrial Carretera de la Isla, 41703 Dos Hermanas (Seville), Spain
Email: posventa@tramas-home.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 consumer(s): _________________________
Address of consumer(s): _________________________
Signature of consumer(s) (only if this form is submitted on paper): _________________________
Date: _________________________
(*) Delete as appropriate.
Last updated: 29/10/2026
