This Christmas we extend the return period! All your purchases made from December 1, 2020 to January 1, 2021 can be returned until January 15, 2021 inclusive.
These conditions do not apply to solidarity items (THINKPINK Bracelet) or to personalized or custom products.
How to return a purchased product?
If you want to make an exchange or return, you must contact Joieria Grau Customer Service by sending an email to firstname.lastname@example.org and indicating your request for exchange or return and follow the steps indicated in section 6 of the GENERAL CONTRACTING CONDITIONS section.
By purchasing the products offered through the website www.joieriagrau.com (hereinafter, the "Website"), owned by GRAU LLORET, S.L. (hereinafter, "JOIERIA GRAU") the Customer accepts the terms and conditions of these General Contract Conditions. Before proceeding to accept them, please read their contents carefully. If you do not accept the General Contract Conditions, you will not be able to purchase the products and consequently JOIERIA GRAU through its Website will not assume any kind of obligation or liability.
The Customer also declares that he has sufficient legal capacity to contract the products of the Website.
The user represents and warrants that he will act in good faith by using this website only to make legally valid inquiries or orders and not to purchase products through www.joieriagrau.com for the purpose of resale or parallel distribution for commercial gain.
If it is deemed that a false or fraudulent order has been made, JOIERIA GRAU reserves the right to cancel it by refunding the customer the payment made without any penalty for JOIERIA GRAU.
By using this Website, the user undertakes to provide the data requested in a truthful and accurate manner, consenting that JOIERIA GRAU may use this information to contact users if necessary. If the user does not provide all the information requested, the order cannot be processed.
By placing an order through the Website, the user declares that he is of legal age and has the legal capacity to enter into contracts.
JOIERIA GRAU reserves the right to modify the content and/or scope of the General Conditions of Purchase at any time, without the need to notify or warn in advance. Therefore, before contracting each product, please read its contents carefully as it is the Customer's responsibility to review the General Conditions of Purchase before purchasing any product from the Website.
JOIERIA GRAU is the official distributor of all the trademarks present on the website.
In order to finalize a purchase, the User must register on the Website. The user can do it before or after filling the shopping cart.
He can register in the section "Account" >"Register". Once he is registered as a Customer, he can access his account with "Login".
If he is not registered, he must do it from the shopping cart to complete the process.
The price for each of the products will be the one that appears in Euros with each product on the Website and will include the applicable VAT. The shipping costs will appear in the order summary before the purchase is made.
JOIERIA GRAU reserves the right to modify its prices at any time and without prior notice. The price applicable to the purchase request made by the Customer shall be the price stated at the time of acceptance of the General Contract Conditions.
The price of the product shall be as set out in the Website, except in the event of a manifest error, i.e. if the error in price is obvious and unequivocal and the Customer could reasonably have recognised that the price is incorrect. In these cases, JOIERIA GRAU will pay you the total amount of the order and offer you the possibility of placing the order again at the correct price.
The Customer can make payment for purchases of products using the following payment methods:
Once the appropriate payment has been made by any of the methods referred to in sections 1, 2 and 3, the Customer will receive an e-mail to the address he has indicated, confirming that the order request and payment have been made correctly.
JOIERIA GRAU undertakes not to store, under any circumstances, sensitive information such as card numbers or authentication codes.
The temporary existence of discount coupons present on the Website is possible. These coupons will be temporary and in no case exchangeable for cash. The discount is applied on the price of the product and/or on the price of the shipment, according to the corresponding promotion.
Once the Customer has made the payment for the product, JOIERIA GRAU has confirmed it, and the confirmation email has been sent to the Customer regarding the purchase, the products will be sent, if available, to the address indicated by the Customer in the purchase process and within the period provided for on the Website, and no later than thirty (30) days following the conclusion of the contract.
JOIERIA GRAU will ship products to Spain, excluding Ceuta, Melilla, Balearic Islands and Canary Islands.
For some products listed on this Website, there is a geographical restriction, and they may only be collected from physical stores through the "Store Pickup" service.
In the event of not being able to guarantee the safe delivery of any product, JOIERIA GRAU reserves the right to restrict the geographical scope of distribution.
Orders registered on Thursday and / or Friday will be shipped mostly on the Monday of the following week, following the JOIERIA GRAU security protocol, to minimize the risk of loss.
NACEX: Delivery by courier with the company Nacex, 24/48h on working days, with door-to-door service, and real-time tracking of the shipment.
In-store Pickup: If the customer wishes, he can pick up his order at any of the following GRAU jewellery stores:
In order to access the in-store collection service, the customer must indicate this in the purchase process and must comply with the delivery times indicated by e-mail.
The customer must go to the selected point of sale when placing the order, identify himself with the original ID card or valid passport, and show proof of purchase.
If the customer wishes to have the products picked up by a third party, he must notify this by e-mail together with a signed authorization containing the full details of the customer and the person he wishes to authorize ( Name, Surname and ID or Passport number).
JOIERIA GRAU will not be liable for any errors that may occur in the delivery of the products purchased in the event that the Customer has not correctly completed the Website. If there is any incident in the delivery time, JOIERIA GRAU will inform the Customer immediately and appropriately.
If delivery cannot be made due to the absence of the addressee, the transport agency will leave a notice and the addressee must contact the transport agency to arrange a second and final delivery.
The risks of the products shall be borne by the Customer from the moment of their delivery and, in the event of their return, shall continue to be borne by the Customer until their delivery to JOIERIA GRAU.
The customer undertakes to check the good condition of the consignment at the time of delivery with the carrier and must reflect any anomaly detected on the delivery note (broken security labels, external shocks, humidity, etc...) and may refuse delivery.
The customer must inform JOIERIA GRAU of any delivery incident by e-mail: email@example.com
If there are any problems with the delivery or if there are no products left in stock, the customer will be informed immediately and the amount of the product or products without stock will be refunded. JOIERIA GRAU will refund the corresponding amount without undue delay and, in any case, within 14 calendar days. The reimbursement will be made by the same means of payment with which it was paid.
The Customer shall have the right to withdraw from the contract, without any penalty, within fourteen (14) calendar days from the date of receipt of the product.
In order to exercise the right of withdrawal, the Customer must contact JOIERIA GRAU by e-mail at firstname.lastname@example.org and send the product to be returned, together with all its documents, instructions and original packaging, as well as the Withdrawal Document which will be sent to the Customer via e-mail if it cannot be downloaded, by any means proving receipt by JOIERIA GRAU.
The address for sending the returns is: Calle Sant Romà, 22 – 17310 Lloret de Mar (Girona) Spain.
Once the Customer has exercised the right of withdrawal, JOIERIA GRAU will return to the Customer all payments received, with the exception of shipping and return costs, within a maximum period of fourteen (14) calendar days from the date on which the Customer informs JOIERIA GRAU of his decision to withdraw from this contract. JOIERIA GRAU will proceed to make the refund using the same means of payment used by the Customer for the initial transaction, unless the Customer expresses otherwise. The Customer shall bear the cost of returning the product purchased, except in the case of products replaced due to unavailability, in which case JOIERIA GRAU shall bear the cost of returning the product. (ART. 108)
The user will not have the right to cancel special or customized orders. Custom-made and/or customized products cannot be returned.
Products that have been tampered with, have been used or have had their security seals removed will not be accepted for return.
The guarantee for the product sold shall be in accordance with the provisions of current legislation and, where applicable, with the commercial guarantee for the product purchased by the Customer.
The time available to the customer to notify any incident caused by manufacturing defects is 2 months from the time he becomes aware of it.
If the manufacturer of the purchased product proves and corroborates the existence of a manufacturing defect, he will repair or replace the article. Always at the choice of the customer, when technically possible and notified within the established deadlines.
Cases that will not be accepted as manufacturing defects:
Specific cases for watches that are excluded from the guarantee, unless otherwise stated in the article's own guarantee:
Any guarantee will be voided if personnel not authorized for this purpose by the manufacturer handle the product.
All other claims are excluded with the exception of any rights the purchaser may hold against the manufacturer in accordance with the legislation in force.
The Customer may address his complaints and claims to the Customer Service Department by sending an e-mail to email@example.com , by calling 972 364 222 or by using the contact form on this Website.
The Company must respond to complaints received as soon as possible and in any event no later than one month after the complaint is submitted.
The European Commission makes available to Consumers and Users an online dispute resolution platform, which is available at the following link: http://ec.europa.eu/consumers/odr/. Consumers will be able to submit their complaints through the online dispute resolution platform.
To the purpose provided for in Article 4 of Law 10/2010 of 28 April on the prevention of money laundering and terrorist financing, the customer says and declares that he is the real owner of the transaction, warning him that his data may be transferred to those public administrations which, in accordance with the regulations, have the right of access to them.
If the amount of the purchase is more than 1,000€, or the total amount of your annual purchases exceeds this figure, the customer will be required to identify himself with a copy of the valid ID card or Passport. In the case of buying in the name of company, a copy of the company's NIF, data and copy of the adminitrator's ID and the document of the real ownership of the company will be requested.
JOIERIA GRAU reserves the right to withhold the order until the customer is identified.
These General Contract Conditions shall be governed by and construed in accordance with Spanish law.
Any disputes that may arise between JOIERIA GRAU and the Customer shall be settled in the Courts and Tribunals of the Customer's domicile or the place of performance of the obligation.
JOIERIA GRAU reserves the right to modify at any time the conditions set forth herein, being duly published as they appear herein. The validity of the aforementioned conditions will depend on their exposure and will remain in force until they are modified by other conditions duly published.
Update: February 2018