Terms and Conditions of Purchase

1. INTRODUCTION AND ACCEPTANCE

This document sets out the Terms and Conditions of Purchase governing the acquisition of products through the TRAMAS HOME website, as well as orders placed online from stores (screens or tills).

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

These conditions apply exclusively to end consumers (B2C). Tramas Home may offer special conditions for large-volume purchases, without this implying a separate B2B commercial relationship.

 

2. SCOPE OF APPLICATION

These conditions govern:

• Purchases made through the Tramas Home website

• Online orders placed from physical stores

• Purchases made in Tramas Home stores

Tramas Home reserves the right to modify these conditions at any time. Such modifications will not have retroactive effect.

 

3. PURCHASE PROCESS

To place an order, the customer must follow the online purchase process and complete payment.

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

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

In certain cases, Tramas Home may issue partial refunds for items before the customer receives the order, without necessarily specifying the exact reason for the refund in the notification email.

For orders placed from store, the return and refund conditions will depend on the payment method used at the time of purchase. The applicable options are detailed in the relevant sections of these Terms and Conditions of Purchase and in the Tramas Home Help Centre.

 

4. MODIFICATION OF ORDER DETAILS

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

Once payment has been made, any request for modification must be handled through customer service.

However, it is not guaranteed that such requests can be processed before the order enters preparation or is dispatched.

It will not be possible to modify:

• Items included in the order

• Address or postcode once the order has been prepared

Other modifications (name, email, etc.) may be reviewed on a case-by-case basis by the customer service team.

 

5. PRODUCT AVAILABILITY AND STOCK

All orders are subject to stock availability.

Although the customer may have completed the purchase, occasional discrepancies may occur during order preparation. In such cases, if any item is unavailable, the unavailable item will be refunded. This process may take up to 48 hours from the moment the order is prepared. This partial refund will not entitle the customer to any additional compensation.

Stock is reserved once payment has been successfully completed, without prejudice to possible logistical incidents.

Bank transfers: For orders paid by bank transfer, stock is not reserved until the payment has been manually validated. This may result in products becoming unavailable before validation takes place.

 

6. PRICES AND PAYMENT METHODS

All prices include VAT.

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

The available payment methods are bank card / Apple Pay / PayPal / Bizum.

If payment is not correctly authorised, the order will not be processed or prepared.

 

7. PAYMENTS BY BANK TRANSFER

In the event of cancellation of orders paid by bank transfer, the refund will be issued within a maximum period of 90 days. For this purpose, Tramas Home may request the necessary bank details (IBAN) from the customer.

 

8. SHIPPING AND DELIVERY

Orders may be delivered via:

• Home delivery

• Collection point

• In-store collection

Preparation and delivery times are always calculated in working days. Orders are not prepared or delivered on Saturdays, Sundays or public holidays.

The delivery time will be the one indicated on the website when selecting the shipping method. In any case, the maximum delivery time will be 30 calendar days from order confirmation.

An order will be considered delivered when it has been received by the customer, the store, or the selected collection point.

If the estimated delivery time cannot be met, the customer will be informed and may choose to maintain the order or cancel it with a full refund of the amount paid.

Shipments are carried out through external courier companies, which operate under their own internal policies regarding delivery, custody, incidents and returns. Just as orders are subject to these Tramas Home Terms and Conditions of Purchase, they are also subject to the conditions and procedures of the courier assigned to the order. Tramas Home cannot modify or intervene in the courier’s internal policies, although it will cooperate with the customer in managing any shipping-related incident.

 

Shipping areas

Tramas Home delivers within Spanish national territory according to the areas available at any given time, which will always be indicated during the purchase process.

Available shipping areas may vary depending on logistical operations. This will not give rise to claims if a specific area is not available at a particular time.

Orders can only be completed when the delivery address corresponds to an active shipping area at the time of purchase.

 

Delivery times and special conditions

The delivery times indicated are estimates and may be affected by factors beyond the control of Tramas Home, such as the geographical location of the destination, the type of transport, the courier’s operations or exceptional logistical circumstances.

For deliveries to non-mainland territories or areas with special access, when available, delivery times may be longer than usual and may be affected by administrative procedures, customs processes or transport conditions.

Tramas Home shall not be responsible for delays arising from:

• Administrative or customs procedures

• Inspections or checks by authorities

• Adverse weather conditions

• Limitations inherent to land, sea or air transport

Such delays will not be considered a breach of contract.

 

9. UNDELIVERED OR UNCOLLECTED ORDERS

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

Orders delivered to a collection point will remain available for:

• SEUR: 7 days

• InPost: 8 days

If the order is not collected within the established period, €3.99 will be deducted from the refund amount to cover return costs.

This cost will also apply in cases where the customer provides an incorrect email address or postcode that requires re-dispatch.

The refund will be issued within a maximum period of 14 days from receipt of the order in the warehouse.

 

10. EXCHANGES, RETURNS AND RIGHT OF WITHDRAWAL

The customer has a period of 30 days from receiving the order or making the in-store purchase to request a return.

Returned products must be in good condition and show no signs of use other than those necessary to verify their nature, characteristics or functioning.

 

Returns for website orders

Applicable to orders placed through the Tramas Home website.

• Returns can be made free of charge in any Tramas Home store.
  
• Returns by courier have a cost of €2.99, which will be deducted from the refund amount.
  
• Direct exchanges are not processed at the central warehouse. To exchange a product, the customer must return the item and place a new order.
  
• The refund will always be issued using the same payment method used for the purchase, within the established timeframes.

 

Returns for in-store purchases

Returns and exchanges must be handled exclusively in store.

The amount will be refunded in the form of a store voucher, and not to the original payment method.

 

Returns for orders placed from store

Applicable to orders placed in a physical store using screens or tills. Returns will depend on the payment method used.

• Payment made via QR – The order is considered an online purchase. The customer may manage the return:
  • In any Tramas Home store, free of charge
  • The refund will be issued to the original payment method.
  • By sending the order to the logistics centre, with a return cost of €2.99
    
• Payment made at the till (cash or card) – The order is considered an in-store purchase.
  • The return must be handled exclusively in a Tramas Home store.
    
  • The amount will be refunded in the form of a store voucher, in accordance with the conditions for in-store purchases.

The specific conditions communicated at the time of purchase and in the Tramas Home Help Centre will apply.

To process exchanges or returns, proof of purchase must be presented. In cases where payment was made in cash, the original receipt must be provided, as this payment method cannot be verified by other means afterwards.

 

11. REFUNDS

• Returns in store: refund within a maximum of 72 hours
  
• Returns to the logistics centre: refund within a maximum of 14 days from receipt

Refunds will always be issued using the same payment method.

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

 

12. WARRANTIES AND DEFECTIVE PRODUCTS

Products are covered by the legal guarantee of conformity, in accordance with current regulations.

For individual consumers, the guarantee lasts 3 years from the delivery of the product. During the first two years, any lack of conformity is presumed to have existed at the time of delivery unless proven otherwise.

After the first two years, the customer may still exercise the guarantee until the third year provided they can demonstrate that the defect originated at the time of delivery.

If the purchase is made in the name of a company or professional (B2B) with an invoice, the applicable guarantee will be 1 year, in accordance with current legislation.

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

In the case of a defective product:

• If the order contains a single item, the shipping costs will also be refunded.

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

 

13. APPLICABLE LAW

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