INNOVAGOODS GENERAL CONDITIONS
These “General Conditions” regulate the purchase of products through the https://www.innovagoods.com website. This website is owned by the company NINE NEW INVESTMENTS, SL, which is also the owner of the InnovaGoods brand. The purpose of these conditions is to define the rights and responsibilities that govern the purchasing contract signed by the Customer and InnovaGoods.
Consumer rights are covered by legislation and other relevant regulations that relate to the protection of consumers in the Customer’s habitual country of residence. Therefore, among others, the periods relating to the legal guarantee of the product and those related to the presumption of non-conformity which are reflected in the current General Conditions are only applicable to orders that are placed in Spain. Different periods and conditions will apply to orders made through the website and outside Spain, as set out in the (EU) Directive 2019/771 of the European Parliament and Council on 20 May 2019 relating to specific aspects of purchasing contracts for goods, through which Regulation (EC) no. 2017/2394 and Directive 2009/EC are amended and Directive 1999/44/EC is repealed, as well as any applicable state legislation resulting from its implementation.
These General Conditions have been drawn up in accordance with the provisions of Directive (EU) 2019/771 of the European Parliament and the Council of 20 May 2019 relating to specific aspects of purchasing contracts for goods, Law 7/1996 of 15 January, the Retail Trade Regulation Act, Law 7/1998 of 13 April, General Conditions for Contracting, Law 34/2002 of 11 July on Information Society Services and Electronic Commerce, the Royal Legislative Decree 1/2007 of 16 November, through which the codified text of the General Law for the Protection of Consumers and Users and other complementary laws is approved, Law 16/2011 of 24 June on Consumer Credit, and Civil and Commercial Codes, and any remaining applicable regulations.
This online store is solely aimed at consumers, individuals or legal entities that operate outside their commercial activity, company, trade or profession (henceforth the Customer). Only consumers can make use of the rights that have been considered in the current General Conditions and acknowledged by the relevant consumer protection regulation.
The current General Conditions shall not apply to INNOVAGOODS brand products that are purchased through other online or physical stores.
The effective purchase of any products offered on the INNOVAGOODS website implies acceptance of the General Conditions set out here, as well as the acceptance of the Specific Conditions that may apply to the purchase of certain products and of which the Customer is also made aware in the precontractual information advertised prior to the purchase.
INNOVAGOODS may amend the content of the current General Conditions at any time. Therefore, it is recommended that these are read each time a new purchase is to be made. Amendment of the General Conditions will not affect product purchases made prior to the amendment, and the General Conditions in force at the time that these purchases were formalised will apply.
1. COMMUNICATION WITH INNOVAGOODS
The Customer may contact INNOVAGOODS via the email address firstname.lastname@example.org. The email address provided is for Customers to communicate both questions and suggestions that may arise relating to the brand or the current general conditions, as well as how to request exchanges, exercise their right to a products’ legal guarantee, request technical assistance, request returns, request the after-sales service, etc.
We also provide the customer services contact telephone number +34 961 059 566 for use during office hours of Monday to Friday from 9:00 am to 3:00 pm.
2. THE PRODUCTS AND THEIR CONTENTS
The products offered, their main features and their functions appear on the website https://www.innovagoods.com, each one containing the relevant descriptive information about the product, its composition and, if applicable, further detailed information. Photographs are also displayed and, in the majority of cases, there are also illustrative videos for each product.
INNOVAGOODS may, at any time, add new products to those being offered or remove any product offered from sale.
At all times, INNOVAGOODS aims to guarantee the availability of all products that are for sale through the website. However, if due to exceptional circumstances, it is not possible to deliver any of the products purchased by the delivery date initially agreed, the Customer will be informed of the estimated new delivery date and they will have the opportunity to cancel the order and obtain a full refund of the price paid.
However, if the product is not available and replacement stock is not anticipated, the Customer will be informed of this and INNOVAGOODS will cancel the order, so that the Customer can obtain a full refund of the price paid.
3. PRICES AND TAXES
The (retail) price of each product for sale is given in euros and, if applicable, it is expressly indicated if it is subject to an offer. The product prices may vary at any time, apart from sales promotions which last for a specific time. The price changes will not affect orders that have already been placed.
Retail prices include VAT.
4. SHIPPING COSTS
If there are shipping costs, these will be borne by the Customer. The shipping cost for a product will depend on different factors, including the order cost and its destination.
- Mainland Spain, from €3.90 (free on orders over €40)
- Balearic Islands and Portugal, from €3.95 (free on orders over €40)
- Canary Islands, Ceuta, Melilla and Europe Zone 1 (Germany, Austria, Belgium, Denmark, France, Italy, the Netherlands, Poland, Czech Republic), from €4.95 (free on orders over €40)
- Rest of Europe, from €5.95
We recommend that you add the products to the shopping basket and indicate the shipping address to find out the exact cost for your order.
5. SHIPPING TIME AND TRACKING
Shipping times are estimated and correspond to the following categories:
- Mainland Spain, the Balearics and Portugal, 24-48 hours.
- Canary Islands, Ceuta, Melilla and Europe Zone 1 (Germany, Austria, Belgium, Denmark, France, Italy, the Netherlands, Poland, Czech Republic), 48-72 hours.
- Rest of Europe, 2-5 days.
- Rest of the world, 2-10 days.
InnovaGoods will send you an email to confirm your purchase, and then a second email with the shipment tracking once the order has been prepared and sent from the warehouse.
The email informing the order has been shipped will contain instructions for tracking. These instructions may vary depending on the Transport Agency selected.
If you created an account when you placed your order, you will also be able to view the tracking from the website.
If your tracking does not work, there is no need for concern. Keep in mind that the courier takes a few hours to enter the tracking number into the system and that shipping only takes place during working days.
* For deliveries outside the European Union or to the Canary Islands, Ceuta and Melilla, the customs costs at destination, or other costs (duties), are not included. If these apply, the recipient is responsible for their payment, and they will be responsible for all import costs and taxes incurred at the destination customs, regardless of whether the goods are delivered or they are not accepted. We will attempt to deliver the order in the shortest time possible, but the recipient should be aware of the arrangements for the import of the requested items within the destination country, as InnovaGoods cannot be held responsible for these. Furthermore, InnovaGoods will not be held responsible for the effects of strikes, armed conflict or other circumstances beyond its control. InnovaGoods will not be held responsible for delays at customs, or if the local authorities decide to confiscate any element contained within a shipment.
INNOVAGOODS will not, under any circumstances be held responsible for failure to comply with the shipping time when the delay is beyond its control or not due to internal causes, or if the Customer cannot be located using the information that they have provided.
Notwithstanding the rights that Spanish legislation offers consumers, INNOVAGOODS cannot be held responsible for delays or failures in shipping and delivery of products in extreme situations that make it impossible to carry out deliveries and which distort or interrupt the normal functioning of public services, infrastructure and communication networks, and/or the movement of goods and people, such as acts of civil unrest, natural catastrophes, critical health situations or any other extraordinary factor.
The order is deemed to have been delivered at the time that the shipper hands the package over to the Customer. If applicable, the Customer is responsible for the person they delegate to receive the parcel, for verifying the condition of the goods at the time they are received and for detailing all the defects that they detect within the external and interior packaging on the delivery note.
6. CHECKING THE GOODS
If the Customer finds that the goods have arrived damaged, with visible damage to their external or internal packaging, they should indicate this on the shipping agency delivery note and, if they subsequently find that the product has a fault that is attributable to the shipping, they can contact InnovaGoods by email email@example.com to resolve the issue.
The Customer should provide documentation and/or photographs of the condition of the product, the boxes and shipping company labels. These images will act as evidence to prove the condition of the product and to facilitate the different claims.
If a third person, other than the Customer, signs the goods receipt on behalf of the Customer, it is important that the Customer informs them that the goods should be checked at the time of delivery and any existing damage should be noted on the delivery note as indicated above.
If the damage is not shown on the delivery note and InnovaGoods is not informed, it will not be able to resolve the issue stated by the Customer or make any relevant claims to the Transport Agency.
Moreover, the Customer is advised to keep the original boxes and packaging for the product until they have checked that the product received is in perfect condition and matches the product purchased. Similarly, it is recommended that the Customer keeps the original product packaging in case they want to withdraw from their purchase within the legally established period.
If the Customer has any other type of issue relating to the goods received, such as the receipt of just one product from an order of several products, or a product which is different from the one purchased as detailed on the invoice or purchase receipt, etc. they can contact InnovaGoods by email at firstname.lastname@example.org.
7. CANCELLATION OF ORDERS
Once the product has been dispatched it will not be possible to cancel it. However, if the Customer has cancelled the order and has done so giving very little notice, we recommend they contact InnovaGoods as a matter of urgency, and they will inform the Customer on the status of the order and the possibility of its cancelation.
8. EXCHANGE AND RETURNS POLICY. GUARANTEE
To exchange a product, firstly you need to make a return and then purchase the new product.
Return due to withdrawal from purchase of the product
You can make a return due to withdrawal from purchase (if you don’t like the product, you were hoping for something else, or you simply want to return it) as long as this occurs within a period of 14 days.
Send the following information to our email email@example.com requesting a return. The subject line should indicate "Return due to withdrawal [order number]" and in the email body you need to include:
- Order number
- Customer name
- Product to be returned
So that we can accept this return, the product needs to comply with the following conditions:
You need to return exactly what was delivered. Don’t forget to include the instructions and accessories in the box.
The original packaging should be used, and it should be in the same condition as when it was received.
The product should be clean and in good condition.
Furthermore, the Customer should be aware that, due to their nature, some products cannot be returned. An example of these are medical devices and/or personal hygiene products.
Once InnovaGoods has received the email request for return/withdrawal, it will send the Customer instructions for sending the product back. The cost of this will be incurred by the Customer. Once the product has been received by InnovaGoods, it will be checked to ensure that it complies with the conditions detailed above. InnovaGoods reserves the right to provide a partial refund, discounting the loss of value caused by use that does not comply with the agreed use, or due to the nature of the product.
If the conditions for return are complied with correctly by the Customer, a refund of the retail price of the product will be issued to them.
Return due to product breakage/damage during shipping
During shipping, products can be damaged and not arrive in perfect condition. In this case, there are two important factors that you should comply with:
The Customer has a period of 48 hours from receipt of the order to notify InnovaGoods of the issue by email at firstname.lastname@example.org.
Photographs of both the condition of the product and the boxes and labels from the courier company. These images will be used as evidence in order to make the different claims to the courier.
Send the following information by email to email@example.com requesting a return. The subject line should indicate "Return due to product breakage/damage, order no.: [order number]” and the content of the email should include:
- Order number
- Customer name
- Broken/damaged products
- Photographs and evidence of the breakage/damage.
InnovaGoods reserves the right to resolve this type of issue by either sending a new product or by providing a refund for the product.
Return due to fault/error in shipping the product
If you receive a product that does not correspond with the product you purchased, it is possible that there has been a packaging error or cross-labelling within the courier company. If this is the case, remember that you have a period of 48 hours in which to notify us of the issue.
Send the following information by email to firstname.lastname@example.org requesting a return. In the subject line, indicate “Return due to product fault/error, order no.: [order number]” and in the email content you need to include:
- Order number
- Customer name
- Products with fault/error.
Return due to product defect/fault. Guarantee.
From 1 January 2022, pursuant to the provisions of Royal Legislative Decree 1/2007 of 16 November through which the codified text of the General Law for the protection of Consumers and Users approved, all products sold are covered against defects by a legal guarantee of three years.
For products purchased before that date, the guarantee period is two years from the time of receipt, and it will be applied in relation to the legal guarantee according to the provisions of the previous draft of the General Law for the protection of Consumers and Users before the amendments introduced by the RD Law 7/2021 of 27 April.
The start date for the guarantee is the date that the product is received. For this reason, we recommend you keep hold of the receipt or delivery note. If the product is faulty, the date on the purchase order will be taken as the start of the guarantee.
The guarantees do not include deficiencies caused by negligence, knocks, improper use or handling (that is different from that indicated in the user manual), incorrect installation, connection to a different electricity supply than that indicated, or material wear due to normal use.
Once the product has been received at our warehouses, we will check its condition. Our technicians will identify the problem and will carry out the repair or replace it with a new model unless one of these two options is not possible or if, compared to the other corrective measure, it incurs a disproportionate cost to InnovaGoods, as these measures are free of charge for the Customer. The measures will be carried out within a reasonable timeframe, depending on the nature of the products and the purpose for which they are intended.
InnovaGoods may refuse to repair or replace goods when this is not possible or when it implies disproportionate costs. In this case, InnovaGoods may choose to provide a partial refund if the product continues to provide a certain level of usefulness. If it is completely unusable, InnovaGoods may decide to terminate the contract and provide a refund for the full value of the product.
If, once the product has been received and a diagnosis has been given by the InnovaGoods Technical Service, it is found that the conditions set out in the Consumer Protection Law have not been complied with (for example, that the fault has been caused by incorrect use of the product, due to circumstances outside the product, a prior repair was carried out by unauthorised technical services, etc.), InnovaGoods will contact the Customer to inform them of the nature of the fault and the estimated cost of its repair.
In the specific case of some products that are considered to be “Perishable goods”, such as batteries, it is not possible to use them appropriately without consuming them. For this reason, the guarantee will be applied according to their perishable nature and their specific characteristics, such as useful life, specified charging cycles, etc.
To make use of the guarantee, the Customer should keep the receipt or proof of purchase. The product sent for repair or replacement must be the one sent by InnovaGoods, and it should include the receipt or proof of purchase as well as being perfectly packaged and protected. If the product arrives at the InnovaGoods facilities with damage that is attributable to insufficient packaging or protection, the repair may not be covered by the guarantee, in which case the Customer will be informed of this.
InnovaGoods is not obliged to compensate the Customer or third parties due to the consequences of improper use of the product, whether this is direct or indirect damage, accidents suffered by people, damage to goods unconnected to the product, loss of benefit or loss of earnings.
Additionally, we would remind you that InnovaGoods does not cover damage caused by external factors, such as a rise or drop in pressure, short-circuits, atmospheric phenomena, fire, water, abnormal use of the product, burns, cuts, grazes, creases, signs, scratches or other damage that may be caused by animals, accidental falls or incorrect use, such as the use of, or contact with, chemical products and their treatment with unsuitable cleaning products.
10. PAYMENT METHODS
The user should pay the amount corresponding to their order by any of the methods available at the time of purchase (Visa, MasterCard, PayPal, American Express and/or other similar cards).
There is also a method of payment by instalments provided and managed by Klarna. The Klarna Spain, SL company (B88639240) offers a payment method that enables you to make purchases in instalments. With Klarna, you can divide your order into various equal payments without additional costs. The proportional instalment will be charged monthly, and the first monthly payment is made when the purchase takes place. If you have any questions when making the purchase, we recommend that you seek advice from Klarna’s Customer Services portal.
11. CUSTOMER SERVICES AND COMPLAINTS
If there is any discrepancy or conflict relating to these General Conditions and/or InnovaGoods, in order to reach an amicable solution the Customer can also go to the European platform for the resolution of disputes in consumer issues facilitated by the European Commission at the following address:
All rights on the website design, text, graphics, logos and other content, interfaces, and the selection and design of these belongs to NINE NEW INVESTMENTS, SL or to their licensees. Any use of the materials on this website that is not authorised by NINE NEW INVESTMENTS, including their reproduction, modification, distribution or new publication is strictly prohibited.