Terms and Conditions of Purchase

These Terms and Conditions regulate the sale of products displayed on this website by LANZALOE, S.L. The purchase of products through www.lanzaloe.com implies full and unreserved acceptance by the user of the following conditions of purchase.  These conditions do not cover the sale of the LANZALOE’s products by third parties outside the website.

Please read these terms and conditions carefully before ordering any products from our online shop. If you do not accept these conditions, you will not be able to place an order on our website.

In compliance with the Law of Services of the Information Society and Electronic Commerce (LSSICE), we inform you that the ownership of the domain of our online shop www.lanzaloe.com corresponds to 

LANZALOE, S.L.

CIF: B35690098

Calle La Quemadita, 96

35541 Orzola (Haria)

Lanzarote (Las Palmas)

Spain

LANZALOE, S.L. is registered in the Mercantile Register of Lanzarote in Volume 395, Book 0, Folio 51, Page IL-9456, 1st Inscription. 

Activity of the company: Cultivation of Aloe vera as well as manufacture of cosmetic products based on Aloe vera and marketing of the same through the sale in own and third party shops and on-line shop from the page wwww.lanzaloe.com.

For any enquiries, please contact LANZALOE, S.L. by telephone (34) 928 819 913 or by e-mail to atencionalcliente@lanzaloe.com.

 

Conditions of Access and Use 

The conditions of access to the website are subject to the legal provisions in force at all times as well as the principles of good faith and lawful use by the user, expressly and strictly prohibiting any action that could be detrimental or detrimental to the LANZALOE’s  online shop or third parties. 

The LANZALOE, S.L. website does not require prior subscription for simple browsing, access and ordering. 

However, for access to certain content and services, prior registration of your personal data will be required in order to activate a customer account.

  

User Registration 

The user undertakes to select, use and keep his or her user name or "login" and password, assuming any liability arising from improper use.

 

Products, offers, modifications and prices

All products available in the LANZALOE, S.L. online shop are described on their corresponding page and show their prices. 

The prices of the articles are indicated in “euros” and include the corresponding taxes. 

The price of the products does not include transport costs, which are indicated at the time of purchase and, in any case, prior to the start of the commercial transaction. 

The final summary of the order reflects the total price including taxes and shipping costs. 

Taxes and customs charges are included in the price to be paid, no additional amount will ever be requested for customs charges, payment of taxes or other supplements, except for shipments to Corsica, Sicily, Isle of Man and the Channel Islands, to which a supplement of €17.65 may be applied.

  

Updates and modifications 

Special offers, promotions or discounts will be valid until the date indicated or until the end of stocks, well as the prices indicated at the time of consultation of the website. 

LANZALOE, S.L. reserves the right to make any modifications to the website, at any time and without prior notice, either temporarily or permanently, as it deems appropriate, and may update products, prices, promotions and other commercial and service conditions. 

The modifications will in no case affect purchases already made by the users.  

  

Process of making a purchase in the online shop 

By purchasing products in the online shop, the user accepts that communications with LANZALOE, S.L. will be mainly by electronic means. 

There is no minimum amount to place an order. However, the company reserves the right to limit the number of items per order for certain products. 

The purchase may be formalised in the same languages in which the website is available: Spanish, English, German and French. 

The user can make a purchase without being registered in the online shop. In this case, the user's data will be stored only for the purpose of processing the order. The data will not be added to the registered customer files. 

The LANZALOE, S.L. website allows to create a customer account, with an email address and a password of client’s  choice to facilitate login and future purchases. These data will be processed and incorporated into the LANZALOE’s  files, as reported in the “Legal Notice” and “Privacy Policy” sections. 

The registered user can log in to their customer account before starting the purchase process or do so later, when instructed to do so, during the purchase process.  

STEPS: 

1) The user only has to browse through the different sections of the online shop, selecting the items he/she wish to purchase, which will be added to their basket. 

2) Once the selection of articles has been made and BEFORE "go to checkout", the user will be able to see the summary of his/herr purchase (with no shipping costs), review it and modify it, if necessary, in "view and edit cart".

 This is also the moment to indicate the discount code, if any, and if you are satisfied, simply select "go to checkout".

3) The page that will then open will allow:

 The REGISTERED USER, to log in to their customer account, if he/she had not done so previously. To do so, he/she only have to enter his/her email address and password. The personal data as well as the delivery address mentionned on the account will automatically appear on the screen. This information can be updated or modified. 

  • The UNREGISTERED USERS, to register and create a customer account right now. To do so, simply enter the email address in point 1 and tick the "Sign up" box.
  •  

When creating a customer account, the user has the possibility to receive a welcome gift using a code that will be sent by email. This code must be entered in the box that will open when selecting "Discount Code" . It can only be used once. 

The user who does not wish to register must enter all billing and delivery data (name, full address, telephone number, e-mail address) for the correct shipment of the package to the desired delivery address. 

The transport costs will then appear, which are calculated automatically, depending on the destination. 

In this same section, the total amount of the purchase, including shipping costs, will appear in full detail. 

On this same page, LANZALOE, S.L. offers its customers a choice of the following payment methods:

  • Paypal: Payment method accepted worldwide. Secure and efficient. Paypal will manage and process the buyer's data. For more details, the client may review the Paypal's privacy policy.
  • - Credit/Debit Cards: This payment method redirects the user to a secure page of the bank, where he/she will be asked for the card number and expiry date. In all security, the data of the buyer and the card are encrypted thanks to the SSL secure server provided by the financial institution. At no time, LANZALOE, S.L. receives the customer's card details, only the confirmation of payment. If when making the purchase, the client is asked for a code to finalize the purchase, and he/she does not have it (NOT THE PIN CARD), he/she should contact his/her bank to provide with all the necessary information to buy with a credit card in our establishment. The purpose of this verification system is to prevent fraudulent purchases being made with credit cards.
  • - Bank transfer: Available only for European Community countries. The verification of payments by bank transfer may take several days to reach our account and the order will not be processed until the amount is consolidated in the account. LANZALOE, S.L. does not keep data of the payments made by its users.

  

UNDER NO CIRCUMSTANCES WILL PAYMENT DATA BE STORED ON THIS WEBSITE.

Next, and prior to the start of the commercial transaction, the user must read and accept the present document of general contracting conditions. Otherwise, he/she will not be able to make the purchase. 

To continue with the order, the user must click on "Place order”. 

Once this process has been completed, the user will receive a confirmation e-mail with all the details of their order. If your e-mail address is free (Hotmail, Yahoo, Terra, Gmail, etc.) it is possible that this message will be stored in the "Junk mail" or "Spam" folders.  

  

Shipping costs

Shipping costs are in euros and will be detailed at the end of the purchase process. 

These shipping costs will depend on the amount of the purchase (including applicable discounts) and the place of delivery (Canary Islands, mainland Spain, Balearic Islands and other European countries) and will be paid in full by the customer. 

The shipping costs are as follows:

 

Shipments to the Canary Islands

Lanzarote: Pick up at the factory (Playa Honda)

Canary Islands (except Lanzarote) Shipping costs: 5€.

Buy more than 35€ (after discounts) and the shipping costs will be FREE!!!

  

Shipping to mainland Spain, Balearic Islands and Portugal

Shipping costs: 5,95€.

Buy more than 70€ (after discounts) and the shipping costs will be FREE!!!

  

Deliveries to Europe (Zone 1)

Austria, Belgium, Czech Republic, Denmark, Estonia, France, Germany, Hungary, Italy, Latvia, Lithuania, Luxembourg, Netherlands, Poland, Republic of Ireland, Slovakia, Slovenia, Sweden

Shipping costs: 10,95€

Spend more than 100€ (after applying discounts) and the shipping costs are FREE!!

 

Deliveries to Europe (Zone 2)

Bosnia, Bulgaria, Croatia, Finland, Greece, Romania, Switzerland

Shipping costs: 24,95€

Spend more than 200€ (after applying discounts) and the shipping costs are FREE!!

  

Shipping to Europe (Zone 3)

United Kingdom (England, Northern Ireland, Scotland, Wales)

Shipping costs: 31,95€ 

    

Shipping to Europe (Zone 4)

Norway and Serbia

Shipping costs: 39,95€.

Exceptions: Shipping to Corsica, Sicily, Isle of Man and Channel Islands may be subject to a surcharge of 17,65€.

   

Shipping and delivery times 

Once the order has been placed and paid for, the package will be prepared within 24-48 working hours and sent to the address indicated by the customer. 

The customer will receive a second email as soon as the order has left the warehouse and will be able to track it through the website of the transport company with the number provided by LANZALOE, S.L. in the same email. 

The times for all the shipping methods shown begin to count from the moment the order leaves our warehouse. 

LANZALOE, S.L. uses 2 transport services: 

  • -  Shipments to the Canary Islands will be made by SEUR and the expected delivery time is 3 to 5 working days. 
  • -  Deliveries to mainland Spain will be made by Postal Mail and the expected delivery time is 3 to 5 working days. 
  • -  Deliveries to the European Zone 1 and 2 countries will be made by DPD and the expected delivery time is 5 to 10 working days. 
  • -  Shipments to European Zone 3 countries will be sent by DPD and the expected delivery time is 10 to 15 working days.

Orders from Lanzarote should be picked up at the LANZALOE, S.L. warehouse in Playa Honda.

 In order to avoid delays in delivery caused by wrong, incorrect or incomplete addresses, it is essential to be as precise as possible, including ALL the data corresponding to the delivery address, being mandatory a contact telephone number in the corresponding box as well as the access code to the property, if any. 

The delivery time will depend on the destination (without prejudice to delays caused by force majeure or incidents caused by transport malfunctions or excess orders due to promotions).  Deliveries to a distant town may delay delivery. 

LANZALOE, S.L. continuously monitors the shipment of each purchase, in order to quickly detect if the carrier has any impediment to find the address or has tried to deliver when there was no one at home and will contact the buyer, if necessary, to request information or inform them of the status of their package.

  

Delivery delays

Although most deliveries are made on time, occasionally, there may be delays in shipments. 

If the customer has received an email confirmation of your shipment and has not yet received the package, it may be because the courier has not found your address, it has happened at a time when he was absent or has suffered some kind of incident. 

VERY IMPORTANT: In case of error/s, mistakes or lack of data in the delivery address, the customer will be responsible for the costs incurred by the redirection or return of the shipment, LANZALOE, S.L. will never be responsible for the delivery data provided for the delivery of the shipment and the delivery time may be delayed. 

If the delivery of the package suffers an excessive delay, the customer should contact LANZALOE, S.L. by email to atencionalcliente@lanzaloe.com or by calling (34) 928 819 913 (call attention in Spanish, English and French) or with the transport company that carries the order to resolve the incident as soon as possible.

  

Invoices

The REGISTERED user can print his invoices from his customer account by selecting the "VIEW ORDER" checkbox. Then select "INVOICES" and PRINT INVOICE.

The NON-REGISTERED user can register before placing the order, while placing the order or at the end of the order to view the order and invoice.

The user can also request a copy of the invoice by sending an email to atencionalcliente@lanzaloe.com or by calling (34) 928 819 913.

  

Right of withdrawal 

The purchaser has the right to freely withdraw from the contract or the purchase without having to justify the reason for such a decision. 

In order to withdraw from the contract, the purchaser has 14 calendar days from receipt of the order by the purchaser or an authorised third party. It is understood that the order has been correctly delivered at the time of signing the receipt of the order at the agreed delivery address. 

In order to exercise this right, the user can notify LANZALOE, S.L. of his/her decision to cancel the order by sending an unequivocal statement to the e-mail address atencionalcliente@lanzaloe.com or by any other means permitted by law. 

For this purpose, LANZALOE, S.L. makes available to the buyer a model of withdrawal document that can be downloaded, completed and returned to LANZALOE, S.L., although its use is not mandatory.

  

 DOWNLOAD WITHDRAWAL FORM


 

In the event that the goods have already left the warehouse, the user must receive and return the unwanted items to the LANZALOE warehouse within 14 calendar days from the date of communication. 

The buyer is responsible for the packaging and protection of the products to be returned as well as for the transport costs arising from the return of the goods (return postage to our warehouse). 

We recommend that the customer keeps the proof of dispatch of the order. 

The return address of the order is as follows:

 LANZALOE, S.L.

Crta. Arrecife-Yaiza, km 3,6

Polígono Industrial de Playa Honda

c/ Hoya Grande, s/n, Nave 3

35509 Playa Honda (San Bartolomé)

Lanzarote (Las Palmas)

España

The buyer must return the product intact, with all the elements with which it was delivered, in its original packaging, without damage or marks of wear of any kind. 

If this is not possible, the product may suffer a depreciation in value. 

Once received and verified that the merchandise is in perfect condition, the refund of the amount of the product will be  returned within 14 calendar days from the date of receipt of the package in the LANZALOE’s warehouse. 

The return will be carried out with the same payment method used by the buyer at the time of placing the order. 

Moreover, for reasons of hygiene, the right of withdrawal does not apply and therefore can not be exercised once the product has been opened or unsealed after delivery. Packs are indivisible and their items cannot be returned separately. 

LANZALOE products are hygiene and cosmetic products, so they cannot have been used, beyond the mere verification of good condition and that it has been received in good condition.

  

Cancellation of an order

In the event that the goods have not yet left the warehouse, LANZALOE, S.L. will reimburse the buyer the total amount of the order (including transport costs, if applicable) by the same payment method used at the time of purchase. 

 

Incorrect product

In the event that the product delivered does not match the product ordered, the customer must notify us as soon as possible after receiving the package, by sending an email to atencionalcliente@lanzaloe.com or via the contact section of the website and the incident will be dealt with as soon as possible. 

 

Product Exchange

To change an item ordered from an order that has not yet left the warehouse, the customer should contact atencionalacliente@lanzaloe.com and the change will be made, free of charge. 

 

Legal Guarantee

If for any reason the buyer receives a product with manufacturing defects, the user must notify us by sending an email to atencionalcliente@lanzaloe.com, or by any other means permitted by law, within two months of receiving the product. We recommend that you indicate the order number, the reason for the defect and attach photographs of the evidence of the defect as well as the batch number of the product. 

Within 48h-72 working hours, you will receive the resolution of the complaint by email. 

The situation may be resolved, as appropriate, by repair, replacement, price reduction or reimbursement of the item by the same means of payment used for the initial transaction. 

In any case, the steps will be free of charge for the buyer and user. 

LANZALOE, S.L. is not liable for negligent or improper use or conservation of the product purchased. 

Taking into account that the website markets services that have a life span of less than two years, which are those provided by the regulations on consumers and users to address the lack of conformity, these guarantees will be applied taking into account the nature of the goods marketed on the website or complete the information on deadlines and peculiarities of the guarantees with the following information contained in Article 116 of the TRLGDCU (Conformity of the products with the contract): 

1) They conform to the description made by the seller and possess the qualities of the product that the seller has presented to the consumer and user in the form of a sample or model.

2) They are suitable for the uses to which products of the same type are normally put.

(3) They are of the quality and performance that is customary for a product of the same type and which the consumer and user can reasonably expect, taking into account the nature of the product.

Damaged package

If upon receipt of the order, the customer detects any error or damage/breakage in the goods sent, he/she must notify LANZALOE, S.L. by sending an email to atencionalcliente@lanzaloe.com or by calling (34) 928 819 913 as soon as possible. 

It is imperative that you do not discard the original packaging/carton of the order and products until you have received instructions on how to do so. 

As soon as the notification reaches LANZALOE, the steps to be taken to provide a solution will be indicated to the customer. 

Likewise, the customer can refuse delivery of the package that appears damaged, indicating the reasons in writing on the carrier's delivery note and notifying LANZALOE as soon as possible, by email to atencionalcliente@lanzaloe.com or by calling (34) 928 819 913.

 

Limitation of liability

The information on this website (including shop and blogs) about products, their uses, effects and properties, can in no case be considered a substitute for medical consultation or treatment by medical professionals in cases of health problems. We recommend to consult to a doctor in case of health problems. 

LANZALOE, S.L. is not liable for any damages of any kind arising from the misuse of the products or information mentioned on this website. 

LANZALOE, S.L. assumes no responsibility for information not created by LANZALOE, S.L. or contained in external websites or published without its permission by third parties. 

It is not permitted, in accordance with current legislation, the copying, reproduction, distribution, commercialisation or any other activity that can be done with the information on this website, without the prior authorisation of LANZALOE, S.L. 

LANZALOE, S.L. is not responsible for technical failures, which by chance or otherwise, prevent the normal operation of the service through the Internet, nor for the lack of availability of the website for maintenance and other reasons, which prevents the availability of the service.

 

Cookies

The cookie policy can be found on the website: https://www.lanzaloe.com/en/cookie-policy. 

The use of cookies is necessary for the use of the LANZALOE’s  website. Cookies are used for the purpose of storing  the order throughout the purchase process and to provide information to the system for the correct processing of the order. If you wish, you can configure your browser to be notified on screen of the reception of cookies and to prevent the installation of cookies on your hard drive. Please refer to your browser instructions and manuals for further information.

 

Data protection policy

The personal data of customers will be treated in accordance with the Privacy Policy available on the website: https://www.lanzaloe.com/en/politica-de-privacidad.

Complaints and claims

Complaints may be submitted to:

LANZALOE, S.L.

Crta. Arrecife-Yaiza, km 3,6

Polígono Industrial de Playa Honda

c/ Hoya Grande, s/n, Nave 3

35509 Playa Honda (San Bartolomé)

Lanzarote (Las Palmas)

España

E-mail: atencionalcliente@lanzaloe.com

  

Out-of-court dispute resolution

LANZALOE, S.L. is a member of Confianza Online (non-profit association), registered in the National Register of Associations Group 1, Section 1, national number 594400, CIF G85804011, Calle la Palma 59, Bajo A., 28015 Madrid (Spain). For further information: www.confianzaonline.es. 

These General Conditions are governed by Spanish law. Likewise, in compliance with the provisions of the Alternative Dispute Resolution Act, we inform consumers that, as a member entity and under the terms of the Code of Ethics (https://www.confianzaonline.es/doc/codigo_etico_confianzaonline.pdf), users may turn to Confianza Online for the alternative resolution of any disputes (https://www.confianzaonline.es/consumidores/como-reclamar/formularioreclamaciones/).  If they relate to electronic transactions with consumers, or to data protection when related to this area, complaints will be resolved by the Confianza Online Mediation Committee, which is accredited for the alternative resolution of consumer disputes. If the complaints concern digital advertising, or data protection related to this area, they will be submitted to the AUTOCONTROL Advertising Jury. 

We also remind you that you can access the European Union's online dispute resolution platform by following this link: https://ec.europa.eu/consumers/odr/main/?event=main.home2.show.

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