Terms and Conditions for online purchases

These Terms of Sale govern any order or purchase the User (the individual completing this order, “User”) make on the Website operated by Castanoble, s.l., from now on Castanoble. By proceeding to place an order and accepting these Terms of Sale, the User agrees to be bound by these Terms of Sale whether or not the User has read them.


  1. Applicability

These general conditions apply to: (i) the purchase of any product on the site; and (ii) the use of any information, documents, videos, graphics, movies, features, music and / or other services on the Web.


  1. Ordering Process

2.1. Requirements for ordering / shopping

To place an order on the site the User must: 1. Be at least 18 years. 2. Be a end consumer. In case the User is a dealer, distributor or professional, should contact Castanoble and request its validation as a professional. A User name and password will be given to the professional or dealer.


2.2 How to place an order

Users must have an e -mail to place orders. The User must configure your browser to support cookies and pop-ups can thus make full and proper use of the Web.

For the User properly place an order through the Web, must complete the following simple steps:

  1. Find the products that the User wishes to acquire.
  2. Choose the quantity and characteristics of the product (e.g. weight).
  3. Add selected products to the shopping cart of the Web.
  4. Select the method of delivery of the products.
  5. Log in or create your own, non-transferable new account for each User.
  6. Check all items for the selected purchase.
  7. Select method of payment.
  8. Complete the order by clicking “Buy “.
  9. The confirmation of acceptance of your order will be delivered via an automatic e-mail to the e-mail address associated with your account.

The User must purchase all products ordered when clicking “Buy” at the end of the buying process. When “Buy” is clicked, the order requested by the User will be sent to Castanoble to be processed. As soon as Castanoble receives a User’s order, will be displayed on the Web an automatic confirmation of receipt of the order that will include the order number and the details of the purchase. The purchase agreement between Castanoble and the User is concluded at that time.

Castanoble automatically will send a copy of the acknowledgment of order to the email address provided by the User. Castanoble recommends to User to print or download a copy of the order confirmation sent by Castanoble, if necessary for future reference. Castanoble expressly reserves the right not to accept orders from Users or cancel purchase agreements, even after the receipt of the order confirmation.


2.3 Right of Castanoble of rejecting and cancelling orders.

There may be certain orders that Castanoble must reject before acceptance or cancel after acceptance. Castanoble reserves the right at any time after receipt of your order to accept or reject your order for any reason and Castanoble will contact you at the e-mail address provided in the order form of its decision to accept or reject your order.

Castanoble also reserves the right, at its sole discretion, to cancel any order after acceptance for any reason. Some situations that may result in your order being rejected or cancelled include:

  • Limitations on quantities available for purchase (in that case Castanoble will refund the total amount of the purchase).
  • The billing information provided by the User is not correct or cannot be verified
  • Problems identified by Castanoble credit and fraud avoidance department.
  • Castanoble doesn’t receive payment of the order placed by the User (if it’s chosen this method of payment) by bank transfer within 10 calendar days of order acceptance.
  • Castanoble has evidence or certainty that the User is under 18 years.
  • Castanoble has evidence or certainty that the User is a distributor.
  • Inaccuracies or errors in product or pricing information;
Castanoble for reasons out of their control cannot delivery the products purchased by the User at the address provided by the same.


2.4 Data Verification

When the User sends a request through the Web, Castanoble can perform some checks prior to process it. Such tests may include: verifying the User’s address, checking the creditworthiness of the User and check the event of fraud in the purchase requested by the User; in relation to the last point, partly Castanoble performs automatic checks of all orders made by Users to filter those abnormal, suspicious or susceptible to be fraudulent. Purchase orders suspicions of fraud will be investigated and prosecuted legally. User agrees to these conditions at the time that formalizes the order.


  1. Price / Payment

3.1 Payment methods

The User may see the payment methods available for orders through the Web once the User it is identified or recorded, and once the order is placed and revised. Castanoble does not accept different payment methods to those in the “select payment method” section of the Web as Web systems are not designed to process other payment methods. Castanoble recommended not attempt to make the payment of an order by any other method other than one of those listed on the Web, if the User still make a payment for an order by another method, Castanoble is not responsible for the loss of the amount paid to or any kind of damage arising therefrom.

3.2 Payment processing

Payments can only be processed if the billing information can be verified. If the User uses the method of payment by credit card / debit card, the bank will deduct the purchase amount as the POS authorize the operation. If the User used method of payment by bank transfer, Castanoble will send the order after receiving full payment of the amount. The bank transfer may take several days to become effective in the system Castanoble. If within 10 days of the User placed the order without Castanoble has received the transfer, Castanoble will cancel the order.

3.3 Ownership clause

Castanoble maintains ownership of the products until it has received full payment for all of them and has been delivered to the User.

3.4 Prices and Currency

The prices of products listed on the Web are in euros and include taxes subject in the European Union. They do not include taxes subject in countries or territories outside the European Union. Freight rates apply per order and are given by “Shipping Agency” depending on the country of destination and type of service. When the currency of the User does not match with the currency on the web and the User makes a purchase with such currency, the User’s bank will apply the exchange rate corresponding to the date of purchase. It could happen that the User’s bank applies a different exchange rate, in that particular case is out of the control of Castanoble.

3.5 Total amount

The total amount shown in the “Payment” screen includes tax and shipping. Prices will be shown also detailed in the confirmation of receipt of order, that User can print or download in case it is need to check. If the User makes the payment through credit / debit card, the total amount of the order will be reflected in the extract in the currency in which the payment is made. Castanoble recommends the User to send the exact amount specified in the order confirmation. Castanoble recommends the User to make individual transfers per order, including the unique reference number given in the order confirmation.

3.6 Price Variations

Prices for the products listed on this website may be subject to variations. Castanoble reserves the right to change prices without prior notice. In accordance with clause 3.7 below, the prices quoted at the time of purchase prices are valid for that purchase.

3.7 Mistake on prices

While Castanoble has developed the site attempting to be accurate in its product and Price description, for failures beyond its control, pricing information in the Site might contain errors. Castanoble is not obliged to maintain offers and reserves the right to cancel any purchase order in the event inaccuracies or errors in product or pricing information.


  1. Safety Payments

The company responsible for processing payments made to Castanoble through the website applies Protocol security SSL (Secure Socket Layers), one of the most powerful encryption platforms available today. The data of the credit card used by the User will be encrypted at the time they are supplied and until the transaction is processed. Castanoble will not store this information on any server.

Despite the use of encryption security programs today it can’t be guaranteed the security of the information or payments that are transmitted through the Internet or by email. Castanoble is not liable for damages resulting from the use of electronic media, including but not limited to any damages arising from a failure or delay in the sending of electronic communications, interception or manipulation of electronic communications by third parties or by computer programs used for electronic communications or transmission of viruses.


  1. Shipment and delivery

5.1 Delivery

Castanoble delivers its products on weekdays. Castanoble does not deliver on holidays. Castanoble can only process orders having a mailing address and only ships products to addresses located in any of the countries where the shipments are available by Castanoble. Shipped is effected by one of Castanoble’s third party carriers.

5.2 Delivery term

Delivery time includes the time of preparation of the order and the shipping transit time given by the Shipping Agency. The estimated time for the order preparation is 24-48 hours depending on the time the order is received in Castanoble systems. The time of preparation will be added the time it takes Shipping Agency to deliver the goods at the address stated in the order (transit time).

The website will shown to the User the name of the Shipping Agency, the type of service and its price. Transit time may be calculated on the website of the Shipping Agency. When payment is made by bank transfer, the time that it takes to receive the bank transfer into Castanoble bank account will be added to the delivery time of the order. Castanoble will not process the shipment until receiving the full amount of the order. Bank transfers usually take up to 5 to 7 days to be effective.

To the extent possible, Castanoble attempt to deliver on time. Castanoble informs the User that generally meets delivery expectations, but cannot guarantee it because it’s beyond their reasonable control, since it falls on the Shipping Agency control.

5.3 Partial Shipments

Castanoble will attempt to deliver orders in a single shipment whenever it is possible. Castanoble reserves the right to split the delivery of orders in the event if required, for example, if part of an order is delayed or unavailable at the time. In case Castanoble have to split an order, Castanoble will notify the User its intention by sending an email to the email address that the User has provided when placing the order. In this particular case Castanoble will not charge any extra shipping.

5.4 Verification when receiving the order

Castanoble recommends the User to check if the packaging is in good conditions at the time of receiving the order. If the packaging is damaged, Castanoble recommends the User does not accept that parcel. In such cases, when Castanoble has processed and received the parcel back, Castanoble will resend to the User the order with all transport costs paid.


  1. Cancelations and Returns

6.1 Cancelation before the order is shipped

The User may cancel an order as long as the order has not been delivered to the transport company. In that case the User should contact Castanoble through its customer service by phone or email to the email address shown on the Web.

When Castanoble receives a request for cancellation, the Customer Service will check the order status. If the order is subject to cancellation, Castanoble will send to the User an e-mail confirming such cancellation. Cancellation will have no cost and value of the order, if it has been received into Castanoble account, will be immediately refunded to the User.

6.2 Cancelation after the order is shipped – defective products

The Users who have placed an order through the website has the right to return products that are defective or do not correspond to Order. The User has a return deadline of fourteen (14) calendar days from the delivery of the order to make complaints to the Customer Service. This term does not constitute a violation of the rights that by law has the User. In case of a justified complaint Castanoble will reimburse the User the order amount and shipping costs, or if the User prefers Castanoble will forward the order again.

6.3 Cancelation after the order is shipped – for any other reason

In the event that for any reason the User is not satisfied with the products purchased, has a return deadline of fourteen (14) calendar days from the day of delivery, if they meet the following requirements: – The product returned has at least 90% by weight. – The product is in its original packaging and in good condition. – The product retains their original labels intact without any manipulation.

6.4 Product Changes

Currently Castanoble does not enable a service for product changes, but enables the return service products in the terms set out in Article 6.2 and 6.3 above. More information about the conditions for reimbursement in Article 6.6. In case the User wishes a different product, after arranging the return of the product, the User will have to place a new order through the website.

6.5 Return of Gifts

Castanoble currently does not offer return service for products received as a gift from the person who receives the gift. To return a product received as a gift, Castanoble recommends to contact with the person who purchased the product and ask them to make the returning orders process through the website as described in section Product Returns.

6.6 Information on refunds

In the event that User returns a product for being defective or not match the order, Castanoble will pay return and shipping costs. If the User returns the product for any other reason, it will be the User who should pay the return shipping costs. In that case Castanoble will not reimburse to the User shipping costs paid initially in the order.

Refunds will be carried out in the same way as the original payment has been made. In the event that the User has paid by bank transfer, the User must provide their bank details to Castanoble Customer Service Department. The User will receive a refund once the product has been returned and received the package and refund has been processed.


  1. Conditions applicable to promotion codes (discounts)

A coupon or promotional code allows the User to obtain a unique discount on the purchase of a single product or a discount when ordering more than one product for the period of time specified in this promotional code. Promotional codes are personal and not transferable and can only be used for purchase online through the website. The owner of a coupon code User may not sell, exchange or give it to anyone. It is not allowed to disclose any method such promotional code through website or other means of public offering, gift, sale or exchange. It is not allowed to use the codes for commercial purposes. The codes are linked to the brand Castanoble.

The User may not use promotional codes with any other brand, company or name. It is not allowed its use of illegal, improper or disrespectful manner, or in any other way that damages the reputation of Castanoble. A promotional code can only be used to apply a discount on a particular product and for a single order. No combination possible with different codes with each other or any other special offer or promotion. It is not allowed to change the codes for money. Without affecting any other rights that Castanoble might have, Castanoble has the right to immediately cancel a promotional code if it is suspected that it has been used or is susceptible to use in violation of any of the conditions listed above or any other incorrect way, whenever Castanoble considers it appropriate.


  1. Availability

The purchase of products on the Site is subject to availability. In the event that Castanoble advises the User that any products are no longer available, Castanoble will have no obligation to fulfil the order and the User will have no obligation to pay Castanoble for the order.

In the eventual case, the User will receive an e-mail notification of the amendment and Castanoble will reimburse any payments had been made.


  1. Validity of the offer

All offers on the Castanoble website are subject to change and are without obligation.  Castanoble reserves the right to correct any inaccuracies or typographical errors, including pricing and availability of products and shall have no liability for such errors. In that case, Castanoble reserves the right to cancel any purchase.

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