Purchase Conditions
Purpose:
It is necessary for the products to be complete in their original packaging, which must be in perfect condition, attaching a copy of the purchase invoice. No return will be accepted for any order that, even if the product is in perfect condition, does not have its original packaging or if it is damaged; the same applies in the opposite case. No return will be accepted for any product damaged due to customer handling or misuse.
In case of order cancellation before it has left our facilities, the customer can carry out the procedure via email. Our staff will contact the customer, and after confirmation of cancellation, the amount paid will be refunded. Any cancellation request made by the customer outside of business hours will be processed on the next working day.
Refunds for returns and cancellations will always be made using the same payment method chosen by the customer at the time of purchase.
If the return cannot be accepted due to non-compliance with the indicated conditions, the buyer will not be entitled to receive a refund for the returned products. However, the buyer may request the collection of the product not accepted for return within 24/72 hours, in which case the user will bear the new shipping costs from VAUKURA's warehouses.
Return for Defective Product:
VAUKURA is not liable for any direct or indirect consequences resulting from product use, including personal injury, damage to third-party property, loss of profit or data, or any related issues. VAUKURA is also not responsible for loss of business, third-party claims, or expenses resulting from out-of-stock items.
VAUKURA is not responsible for typographical or content errors in its catalogs or website. Product characteristics and prices may change without notice. Product photos are illustrative and not binding. Actual colors and dimensions may vary depending on your screen, lighting, or other external conditions.
VAUKURA’s trademarks and logos may not be used in any advertising, mailings, promotional materials, websites, or any other information medium without express written consent from VAUKURA.
These sales terms, and any contracts signed, are governed by applicable law.
Customer Service and Complaints::
In any case, in compliance with our duty to inform, we inform you that, regarding consumer dispute resolution, in accordance with Article 14.1 of Regulation (EU) 524/2013, the European Commission provides an online dispute resolution platform available at the following link: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage
These General Conditions govern the acquisition of products offered on the website www.vaukura.com, owned by HERME PLUS, S.L., hereinafter referred to as VAUKURA.
The purchase of any product entails full and unreserved acceptance of each and every one of the General Conditions indicated. Likewise, by accepting these conditions, the customer declares to be of legal age and to have the legal capacity to acquire the products offered by VAUKURA, and that they fully understand and comprehend the general conditions.
These General Conditions may be modified without prior notice; therefore, it is advisable to read their content carefully before proceeding with the acquisition of any of the products offered.
Identification:
The purchase of any product entails full and unreserved acceptance of each and every one of the General Conditions indicated. Likewise, by accepting these conditions, the customer declares to be of legal age and to have the legal capacity to acquire the products offered by VAUKURA, and that they fully understand and comprehend the general conditions.
These General Conditions may be modified without prior notice; therefore, it is advisable to read their content carefully before proceeding with the acquisition of any of the products offered.
Identification:
In compliance with Law 34/2002, of July 11, on Information Society Services and Electronic Commerce, VAUKURA informs you that the company's legal name is HERME PLUS, S.L., with the trade name VAUKURA, CIF B-85356160, registered in the Commercial Registry of Madrid. The registered office is located at Calle Berlín, 4, P.I. Puerta de Madrid, in Casarrubuelos (Madrid), 28977. Email address: info@vaukura.com.
Products:
Products:
VAUKURA reserves the right to decide, at any time, the products and/or services offered in its catalog and website, and may modify the currently offered ones at any time. Likewise, VAUKURA reserves the right to withdraw, at any time and without prior notice, any of the products offered.
As for products on OFFER, these are valid until the available stock is exhausted or until the end date of the offer.
Purchase Process:
As for products on OFFER, these are valid until the available stock is exhausted or until the end date of the offer.
Purchase Process:
To make any purchase, the customer must previously register by completing the data collection form, which must be truthful, accurate, and complete. For each order, the customer must expressly consent by accepting VAUKURA's policy.
Upon shipment of the order to its destination, an invoice for the order amount will be generated and sent to the customer along with the product. The customer must ensure that the invoice matches their order and the goods received, as signing the delivery note implies waiving any claim regarding lost or damaged goods.
In case of stock shortage after the order has been formalized, the customer may choose between a refund, a reservation (if it is a product that will be restocked), or a replacement with a product of similar characteristics at no additional cost.
Once the order is received, the buyer must be careful when opening the packaging; VAUKURA is not responsible for damages caused by the buyer removing the packaging and damaging the goods, for example, if a knife is used to remove the packaging and protections and the goods are torn. All our products come protected; appropriate tools should be used to ensure the item is not damaged.
Shipping Methods and Costs:
Upon shipment of the order to its destination, an invoice for the order amount will be generated and sent to the customer along with the product. The customer must ensure that the invoice matches their order and the goods received, as signing the delivery note implies waiving any claim regarding lost or damaged goods.
In case of stock shortage after the order has been formalized, the customer may choose between a refund, a reservation (if it is a product that will be restocked), or a replacement with a product of similar characteristics at no additional cost.
Once the order is received, the buyer must be careful when opening the packaging; VAUKURA is not responsible for damages caused by the buyer removing the packaging and damaging the goods, for example, if a knife is used to remove the packaging and protections and the goods are torn. All our products come protected; appropriate tools should be used to ensure the item is not damaged.
Shipping Methods and Costs:
The order will be delivered to the address designated by the customer through our courier company. The order will be considered delivered when the carrier has delivered the package to the customer, and the customer signs the delivery receipt.
IMPORTANT:
IMPORTANT:
The standard door delivery service does not include delivery to the interior of the home, both for delivery and collection; the customer must handle this. The delivery person may voluntarily assist in bringing the goods inside (this is entirely voluntary by the delivery person and the transport company and is unrelated to Vaukura). Assembly is also not included.
Additionally, the customer may choose to pick up their order at our facilities in Casarrubuelos, at Calle Roma, s/n, 28977 (Madrid); this is possible once the order has been formalized and the customer has been informed that it can be collected.
IT IS ESSENTIAL TO PROVIDE YOUR ORDER NUMBER FOR COLLECTION; OTHERWISE, THE GOODS CANNOT BE DELIVERED. PLEASE, IF YOU SEND YOUR TRANSPORT AGENCY, PROVIDE THEM WITH THIS NUMBER.
The order pickup hours are from 12:00 to 14:00h.
No shipments or deliveries will be made on weekends and holidays. VAUKURA is not responsible for possible delays beyond its control, which are the responsibility of the transport agency, being an external service outside the control of this company. Any claims in this regard should be made directly to the transport agency.
In case of order rejection by the customer to the transport agency, completely disregarding it, the customer must bear the shipping costs plus the return costs of the material to our facilities. VAUKURA is not responsible for the possible loss of orders rejected by the carrier or agency at the time of delivery. If the buyer later expresses their desire to receive the order, they must pay the transportation costs for a new shipment.
Prices and Payment Methods:
Order preparation time is 24 hours from the time of receipt. Carrier delivery times from the moment the order leaves the warehouse are as follows:
Spain (Mainland):
Standard Shipping: 24–48 business hours
Premium Shipping: 3–7 business days
Balearic Islands, Ceuta, and Melilla:
Please check rates and delivery times with our agents
Estimated Standard Shipping: 5 business days
Canary Islands:
Please check rates and delivery times with our agents
Estimated Standard Shipping: 15 business days
Portugal:
Estimated Standard Shipping: 3–5 business days
The estimated delivery information shown on the product page is approximate and only applies to shipments within mainland Spain.
For shipments to the Canary Islands, the corresponding DUA amount will be borne by the customer.Additionally, the customer may choose to pick up their order at our facilities in Casarrubuelos, at Calle Roma, s/n, 28977 (Madrid); this is possible once the order has been formalized and the customer has been informed that it can be collected.
IT IS ESSENTIAL TO PROVIDE YOUR ORDER NUMBER FOR COLLECTION; OTHERWISE, THE GOODS CANNOT BE DELIVERED. PLEASE, IF YOU SEND YOUR TRANSPORT AGENCY, PROVIDE THEM WITH THIS NUMBER.
The order pickup hours are from 12:00 to 14:00h.
No shipments or deliveries will be made on weekends and holidays. VAUKURA is not responsible for possible delays beyond its control, which are the responsibility of the transport agency, being an external service outside the control of this company. Any claims in this regard should be made directly to the transport agency.
In case of order rejection by the customer to the transport agency, completely disregarding it, the customer must bear the shipping costs plus the return costs of the material to our facilities. VAUKURA is not responsible for the possible loss of orders rejected by the carrier or agency at the time of delivery. If the buyer later expresses their desire to receive the order, they must pay the transportation costs for a new shipment.
Prices and Payment Methods:
Product prices include VAT and are expressed in euros unless otherwise indicated. VAUKURA reserves the right to modify these prices without prior notice, with the valid prices being those in effect, canceling the previous ones.
Prices do not include shipping costs. Shipping costs will be automatically calculated when adding the desired products to the shopping cart, based on their weight and volume.
VAUKURA offers the customer the following payment methods:
Bank Transfer: By cash deposit or bank transfer to any of the account numbers indicated at the time of order confirmation, indicating the order number and customer name. Orders not paid within 7 days of confirmation will be automatically canceled.
Prices do not include shipping costs. Shipping costs will be automatically calculated when adding the desired products to the shopping cart, based on their weight and volume.
VAUKURA offers the customer the following payment methods:
Bank Transfer: By cash deposit or bank transfer to any of the account numbers indicated at the time of order confirmation, indicating the order number and customer name. Orders not paid within 7 days of confirmation will be automatically canceled.
Credit/Debit Card: Payment can be made immediately by credit or debit card. The amount will be charged at the time of order confirmation. Payment can be made with VISA and MasterCard.
SeQura (Installment Payment): Make the payment through the SeQura payment gateway in 3, 6, or 12 months, for orders from €50 to €3,000. Only a fixed cost per installment will be charged (varies depending on the order amount). At the time of purchase, the first payment is made, and the rest will be automatically charged according to the installments you have chosen. SeQura will inform you at all times via your email and SMS.
Returns and Cancellations:
Products purchased may be returned within a period of 14 calendar days from the delivery date of the order, in accordance with the General Law for the Defense of Consumers and Users.
To request a return, follow these steps:
1. Log in to your account and go to the “My Orders” section.
2. Select the order that contains the product you wish to return.
3. Click on the “Request Return” option.
4. Fill out the form that will appear with the requested information.
*If you made a purchase as a guest, to process a return you must send an email to info@vaukura.com
Once the request is submitted, our team will review it and inform you of the next steps to complete the return. The shipping costs will be covered by the customer and will be calculated based on the weight and volume of the order. You may contact our staff in advance to inquire about the exact amount.
It is necessary for the products to be complete in their original packaging, which must be in perfect condition, attaching a copy of the purchase invoice. No return will be accepted for any order that, even if the product is in perfect condition, does not have its original packaging or if it is damaged; the same applies in the opposite case. No return will be accepted for any product damaged due to customer handling or misuse.
In case of order cancellation before it has left our facilities, the customer can carry out the procedure via email. Our staff will contact the customer, and after confirmation of cancellation, the amount paid will be refunded. Any cancellation request made by the customer outside of business hours will be processed on the next working day.
Refunds for returns and cancellations will always be made using the same payment method chosen by the customer at the time of purchase.
If the return cannot be accepted due to non-compliance with the indicated conditions, the buyer will not be entitled to receive a refund for the returned products. However, the buyer may request the collection of the product not accepted for return within 24/72 hours, in which case the user will bear the new shipping costs from VAUKURA's warehouses.
Return for Defective Product:
VAUKURA products have a 2-year warranty period, which will take effect from the purchase date detailed on the sales invoice. This company will be responsible in case of a manufacturing defect of the product, with the customer having the right to choose between repair or replacement; and if the product still does not conform to the contract, to a price reduction or contract termination, in accordance with Chapter II, Title IV, Book II of Royal Legislative Decree 1/2007, of November 16, which approves the consolidated text of the General Law for the Defense of Consumers and Users. However, when one of the two options, repair or replacement, entails a disproportionate cost to VAUKURA, it will decide between the two.
The customer must send their claim through our website, in the contact section, selecting the "Claims" option in the subject of the message, and fully completing the available form, indicating in its content the reason for the claim: "The product is defective" and the details thereof. Once the form is received, VAUKURA staff will contact the customer to arrange the collection of the defective material. Shipping costs will be borne by VAUKURA. The company's staff may request the customer to send images of the allegedly defective merchandise before proceeding to request its return, in order to ensure that it is indeed a defect covered by the warranty.
Once the product is received and examined, it will be repaired or replaced. If repair is not possible, it will be replaced. In this case, it may not necessarily be identical to the previous one, as products are subject to continuous improvement. In no case will a refund be made for a defective product after 30 days from its purchase.
The product to be replaced must correspond to the one sent by VAUKURA, always providing the purchase invoice. It is important that the product is properly packaged and protected for shipment to repair; if the product arrives at VAUKURA's facilities with damage attributable to poor packaging or protection, the repair may not be covered by the warranty. It is recommended that the customer places sufficient protective material (bubble wrap or foam) underneath, on top, and around the product to prevent movement inside the packaging.
The warranty does not cover damage caused by external factors such as atmospheric phenomena, fire, water, wind, abnormal use of the product, accidental falls, or incorrect use by individuals or companies not authorized by VAUKURA. Likewise, it does not cover wear and tear due to hours of use, or misuse due to excessive hours, as well as breakdowns caused by incorrect installation or handling and storage. Similarly, VAUKURA will not be responsible for or cover the costs derived from installation, dismantling, inspection, etc. (whether cranes, scaffolding, operator expenses...) that may arise from the replacement of a defective or incorrect product, or other similar events.
VAUKURA reserves the right to study each product returned for an alleged defect, remaining outside the warranty coverage if it is proven that the breakage was caused by the customer or user, as well as partial breakage of the product, to force the use of the warranty for the return or refund of the product.
The warranty period is based on normal operation at an ambient temperature of 25º C. This warranty only covers products applied in the uses for which they were conceived or "normal use" defined as follows:
- Operating conditions are in accordance with the information reflected on the products and packaging.
- The ambient temperature should never exceed the operating temperature range of -20ºC to +30ºC.
If the return cannot be accepted due to non-compliance with the indicated conditions, the buyer will not be entitled to receive a refund for the returned products. However, the buyer may request the collection of the product not accepted for return within 24/72 hours, in which case the user will bear the new shipping costs from VAUKURA's warehouses.
Return for Incorrect Product:
The customer must send their claim through our website, in the contact section, selecting the "Claims" option in the subject of the message, and fully completing the available form, indicating in its content the reason for the claim: "The product is defective" and the details thereof. Once the form is received, VAUKURA staff will contact the customer to arrange the collection of the defective material. Shipping costs will be borne by VAUKURA. The company's staff may request the customer to send images of the allegedly defective merchandise before proceeding to request its return, in order to ensure that it is indeed a defect covered by the warranty.
Once the product is received and examined, it will be repaired or replaced. If repair is not possible, it will be replaced. In this case, it may not necessarily be identical to the previous one, as products are subject to continuous improvement. In no case will a refund be made for a defective product after 30 days from its purchase.
The product to be replaced must correspond to the one sent by VAUKURA, always providing the purchase invoice. It is important that the product is properly packaged and protected for shipment to repair; if the product arrives at VAUKURA's facilities with damage attributable to poor packaging or protection, the repair may not be covered by the warranty. It is recommended that the customer places sufficient protective material (bubble wrap or foam) underneath, on top, and around the product to prevent movement inside the packaging.
The warranty does not cover damage caused by external factors such as atmospheric phenomena, fire, water, wind, abnormal use of the product, accidental falls, or incorrect use by individuals or companies not authorized by VAUKURA. Likewise, it does not cover wear and tear due to hours of use, or misuse due to excessive hours, as well as breakdowns caused by incorrect installation or handling and storage. Similarly, VAUKURA will not be responsible for or cover the costs derived from installation, dismantling, inspection, etc. (whether cranes, scaffolding, operator expenses...) that may arise from the replacement of a defective or incorrect product, or other similar events.
VAUKURA reserves the right to study each product returned for an alleged defect, remaining outside the warranty coverage if it is proven that the breakage was caused by the customer or user, as well as partial breakage of the product, to force the use of the warranty for the return or refund of the product.
The warranty period is based on normal operation at an ambient temperature of 25º C. This warranty only covers products applied in the uses for which they were conceived or "normal use" defined as follows:
- Operating conditions are in accordance with the information reflected on the products and packaging.
- The ambient temperature should never exceed the operating temperature range of -20ºC to +30ºC.
If the return cannot be accepted due to non-compliance with the indicated conditions, the buyer will not be entitled to receive a refund for the returned products. However, the buyer may request the collection of the product not accepted for return within 24/72 hours, in which case the user will bear the new shipping costs from VAUKURA's warehouses.
Return for Incorrect Product:
In case of receiving a product different from the one listed in the order, the customer has 48 hours to file a claim from the receipt of the same. To do so, the customer must send their claim through our website, in the contact section, selecting the "Claims" option in the subject of the message, and fully completing the available form, indicating in its content the reason for the claim: "Incorrect product. The product received does not match the order" and the details thereof.
Once the form is received, VAUKURA staff will contact the customer to arrange the collection of the incorrect product, and after receiving the product and verifying the error, the correct material will be sent. Shipping costs will be borne by VAUKURA.
Return for Incorrect Quantity Supplied:
Once the form is received, VAUKURA staff will contact the customer to arrange the collection of the incorrect product, and after receiving the product and verifying the error, the correct material will be sent. Shipping costs will be borne by VAUKURA.
Return for Incorrect Quantity Supplied:
In case of receiving an order in which the quantity does not match the one listed in the order, the customer has 48 hours to file a claim from the receipt of the same. To do so, the customer must send their claim through our website, in the contact section, selecting the "Claims" option in the subject of the message, and fully completing the available form, indicating in its content the reason for the claim: "Incorrect quantity. The units received do not match the order" and the details thereof, attaching photographs.
Once the form is received, VAUKURA staff will contact the customer, and after verifying the error, the missing units will be sent. The costs of the new shipment will be borne by VAUKURA.
Damage During Transport:
Once the form is received, VAUKURA staff will contact the customer, and after verifying the error, the missing units will be sent. The costs of the new shipment will be borne by VAUKURA.
Damage During Transport:
If upon receipt of the merchandise, damage to the packaging or missing merchandise is observed, it must be indicated on the delivery note provided by the carrier.
In this case, the customer has 24 hours to inform VAUKURA of these facts. To do so, they must send their claim through our website, in the contact section, selecting the "Claims" option in the subject of the message, and fully completing the available form, indicating in its content the reason for the claim: "Damage during transport," attaching photographs and detailing the incident.
Any claim for breakage, impact, or loss of any package by the transport agency made after 24 hours from the receipt of the order will be rejected.
Once the form is received, VAUKURA staff will contact the customer, and after studying the case, will manage the collection of the damaged material if applicable. Once the material is received at our facilities, and it has been confirmed that the damage was caused during transport, a replacement will be sent.
If it is determined that such damage was not caused by the transport agency but under the customer's custody, the merchandise will not be replaced, and the customer will bear the shipping costs, both for the previous return of the merchandise to our facilities for analysis and for its second shipment to the customer if they wish to recover it.<
In this case, the customer has 24 hours to inform VAUKURA of these facts. To do so, they must send their claim through our website, in the contact section, selecting the "Claims" option in the subject of the message, and fully completing the available form, indicating in its content the reason for the claim: "Damage during transport," attaching photographs and detailing the incident.
Any claim for breakage, impact, or loss of any package by the transport agency made after 24 hours from the receipt of the order will be rejected.
Once the form is received, VAUKURA staff will contact the customer, and after studying the case, will manage the collection of the damaged material if applicable. Once the material is received at our facilities, and it has been confirmed that the damage was caused during transport, a replacement will be sent.
If it is determined that such damage was not caused by the transport agency but under the customer's custody, the merchandise will not be replaced, and the customer will bear the shipping costs, both for the previous return of the merchandise to our facilities for analysis and for its second shipment to the customer if they wish to recover it.<
Damage During Transport:
If damage to the packaging or missing items are detected at the time of delivery, it must be noted on the delivery receipt provided by the courier.
In such cases, the customer has 24 hours to notify VAUKURA of the issue. The claim must be submitted through our website via the contact section, selecting the option “Claims” in the subject line, and completing the available form, indicating the reason for the claim: “Damage during transport,” attaching photographs and details of the issue.
Any claim for damage, impact, or lost packages made more than 24 hours after delivery will be rejected.
Once the form is received, VAUKURA staff will contact the customer and, after reviewing the case, will arrange the collection of the damaged goods if applicable. After the goods arrive at our facilities and it is confirmed the damage occurred during transport, a replacement will be sent.
If it is confirmed that the damage was not caused by the transport agency but occurred while in the customer's care, a replacement will not be issued. The customer will be responsible for the shipping costs of returning the goods to our warehouse for inspection and the cost of reshipping them, should they wish to keep the goods.
Additionally, VAUKURA may directly send a replacement product upon reviewing the provided photographs, if the damage is clearly evident.
Promotional Products:
In such cases, the customer has 24 hours to notify VAUKURA of the issue. The claim must be submitted through our website via the contact section, selecting the option “Claims” in the subject line, and completing the available form, indicating the reason for the claim: “Damage during transport,” attaching photographs and details of the issue.
Any claim for damage, impact, or lost packages made more than 24 hours after delivery will be rejected.
Once the form is received, VAUKURA staff will contact the customer and, after reviewing the case, will arrange the collection of the damaged goods if applicable. After the goods arrive at our facilities and it is confirmed the damage occurred during transport, a replacement will be sent.
If it is confirmed that the damage was not caused by the transport agency but occurred while in the customer's care, a replacement will not be issued. The customer will be responsible for the shipping costs of returning the goods to our warehouse for inspection and the cost of reshipping them, should they wish to keep the goods.
Additionally, VAUKURA may directly send a replacement product upon reviewing the provided photographs, if the damage is clearly evident.
Promotional Products:
The above terms may vary for promotional products.
Offers and promotions cannot be combined and are valid only until the date specified in the promotion. They cannot be applied to orders placed after that date or to changes made afterward.
The offer end date may change due to stock depletion.
General and Legal Aspects:
Offers and promotions cannot be combined and are valid only until the date specified in the promotion. They cannot be applied to orders placed after that date or to changes made afterward.
The offer end date may change due to stock depletion.
General and Legal Aspects:
Product instructions can be downloaded from the product's webpage.
Some products may require assembly or handling for initial setup, which will be the customer's responsibility. Some items may also require tools not included.
The estimated shipping time is 24-48 hours. VAUKURA is not responsible for possible delays beyond its control, which are the responsibility of the shipping agency, an external service outside the control of our company. Any related claims should be made directly to the shipping agency.
Retention of Title: Until the invoice has been fully paid, the products remain the property of VAUKURA.
Some products may require assembly or handling for initial setup, which will be the customer's responsibility. Some items may also require tools not included.
The estimated shipping time is 24-48 hours. VAUKURA is not responsible for possible delays beyond its control, which are the responsibility of the shipping agency, an external service outside the control of our company. Any related claims should be made directly to the shipping agency.
Retention of Title: Until the invoice has been fully paid, the products remain the property of VAUKURA.
VAUKURA is not liable for any direct or indirect consequences resulting from product use, including personal injury, damage to third-party property, loss of profit or data, or any related issues. VAUKURA is also not responsible for loss of business, third-party claims, or expenses resulting from out-of-stock items.
VAUKURA is not responsible for typographical or content errors in its catalogs or website. Product characteristics and prices may change without notice. Product photos are illustrative and not binding. Actual colors and dimensions may vary depending on your screen, lighting, or other external conditions.
VAUKURA’s trademarks and logos may not be used in any advertising, mailings, promotional materials, websites, or any other information medium without express written consent from VAUKURA.
These sales terms, and any contracts signed, are governed by applicable law.
Customer Service and Complaints::
To file a complaint or claim, the customer can contact the appropriate department at +34 916 658 047 or via email at info@vaukura.com.
In any case, in compliance with our duty to inform, we inform you that, regarding consumer dispute resolution, in accordance with Article 14.1 of Regulation (EU) 524/2013, the European Commission provides an online dispute resolution platform available at the following link: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage
