Terms and Conditions of Use
Scope of application
The sales contracts (orders) concluded through e-commerce between the www.tqel.es store and the consumer will be governed by the following General Terms and Conditions of Contract.
Please read these Terms, our Cookie Policy and our Privacy Policy carefully before using this website. By using this website or placing an order through it, you agree to be bound by these General Terms and Conditions of Contract and by our Privacy Policies. Therefore, if you do not agree with all the provisions of the General Terms and Conditions of Contract and the Privacy Policies, you must not use this website.
If you have any questions related to the General Terms and Conditions of Contract or the Privacy Policies, you can contact us using the contact details provided in the next section.
Our details
The sales contract is entered into with FIVEDOX S.L. (hereinafter, TQEL), a Spanish company with registered address at Calle Cesar Cort Boti 76 3E, 28055, Madrid and B84463868, registered in the Mercantile Register of Madrid, Volume 21739, Book 0, Folio 158, Section 8, Page M 387179.
Contact by phone +34 644 43 33 10 (WhatsApp), +34 919 48 79 02 or by email at hello@tqel.es
Language
The contract is formalized in Spanish
Contract Archiving
Orders placed in the online store are archived. Orders can be accessed in your customer account or by sending an email to hello@tqel.es
How to place an order
The website user can browse the web store and fill the shopping cart without needing to register. Only to finalize the purchase is it necessary to provide certain mandatory data to access the order's shipping details.
To find the item you want, you can browse all sections of our Website. By clicking on any of the sections, you will find a wide variety of items, their description, available sizes, and corresponding price. If you are looking for a specific item, you can find it by using the search engine incorporated into the website, entering any text referring to the product you are looking for.
Once you have selected the item you want, you will only need to click the “ADD TO CART” button. When a product is added to the shopping cart, you will automatically be able to see the status of your complete cart. At that moment, you can choose to continue shopping or finish your order. If you continue shopping, the shopping cart will always be visible in the upper right part of the screen. By clicking there, you can view all the contents of the cart and even modify it.
Once the items you wish to purchase have been selected and the necessary shipping details provided, you will access a form with all the information about shipping and payment options. Once a purchase order is received, TQEL will immediately send a purchase confirmation to the email address provided.
Please review the order confirmation email and check that all details are correct. If you notice any incorrect data, you can contact customer service by phone +34 644 43 33 10 (Whatsapp), +34 919 48 79 02 or by email at hello@tqel.es
Conclusion of the purchase
By clicking on the "FINALISE PURCHASE" button, you issue a binding declaration of intent, accepting the conclusion of the order and committing to its payment. You will then receive an acknowledgment of receipt of your order, confirming the conclusion of the contract.
Price
The prices shown include the legally applicable Value Added Tax (VAT) and are indicated in euros. Unless expressly stated otherwise, the prices indicated do not include shipping costs.
The applicable VAT rate will be the legally current rate at any given time, depending on the specific item in question. For orders destined for the Canary Islands, Ceuta and Melilla, or outside the European Community, deliveries will be exempt from VAT in accordance with the provisions of article 21 of Law 37/1992, without prejudice to the application of corresponding taxes and duties according to the regulations in force in each of these territories.
The customer can download the order note, with all its details, in their private area, and can also request a copy of the corresponding invoice at any time by sending an email to hello@tqel.es
Payment methods
The payment method will be selected during the purchase process, and depending on the chosen method, payment must be made at the end of the process and will be an essential condition for formalizing the order.
The proof of purchase will be available and can be viewed in the "My account" section under "Orders" on the website, as well as in the confirmation email that formalizes the purchase.
The user must pay the amount corresponding to their order using any of the enabled methods at the time of purchase, preferably by credit or debit card (Visa, Mastercard, American Express, Visa Electron and/or other similar cards, managed through the secure platform REDSYS) and/or by alternative payment systems: bank transfer, Bizum, or Apple Pay/Google Pay (managed through the secure payment gateway STRIPE).
For purchases in Spain, the card used for payment must necessarily have a Spanish bank or savings bank as the issuing financial institution; otherwise, the REDSYS platform may deny the operation due to anti-fraud security filters.
TQEL has the maximum commercially available security measures in the sector. In addition, the payment process operates on a secure server using the SSL (Secure Socket Layer) protocol.
Furthermore, TQEL states that it does not have access to confidential data related to the payment method used. Only the Redsys "BBVA" Payment Gateway and Stripe have access to this data for payment and collection management purposes, and this data is inaccessible to other third parties.
Transfer of risk
The risk of loss or deterioration of the goods shall pass to the consumer when he or a third party indicated by him, other than the carrier, has acquired physical possession of the goods. However, if you arrange for the transport of the goods or the chosen carrier was not among those proposed by the entrepreneur, the risk shall pass to the consumer upon delivery of the goods to the carrier, without prejudice to your rights against the latter.
It is important that you inspect the package upon delivery. If you notice that the package is in poor condition, report the problem to the transport agency and contact us at hello@tqel.es
Right of withdrawal
You have the right to withdraw from this contract within 14 calendar days without giving any reason. The withdrawal period will expire after 14 calendar days from the day on which you or a third party indicated by you, other than the carrier, acquired physical possession of the goods. In the event that you have purchased several products and the shipment has been divided, the right of withdrawal will expire after 14 calendar days from the day on which you or a third party indicated by you, other than the carrier, acquired physical possession of the last of those goods.
To exercise the right of withdrawal, you must notify us of your decision to withdraw from the contract through an unequivocal statement to Calle San Rafael 4b, local 13, 28108, Alcobendas, (for example, by sending a letter by post), or to the email address hello@tqel.es with the subject <>. To do this, you can use the following withdrawal form template, although its use is not mandatory.
To comply with the withdrawal period, it is sufficient that the communication regarding your exercise of this right is sent before the corresponding period expires.
Consequences of withdrawal
In case of withdrawal by you, we will reimburse you for all payments received from you, including delivery costs (with the exception of additional costs resulting from your choice of a delivery method other than the least expensive ordinary delivery method we offer) without undue delay and, in any case, no later than 14 calendar days from the date on which we are informed of your decision to withdraw from this contract. We will proceed to make such reimbursement using the same payment method you used for the initial transaction, unless you have expressly stipulated otherwise in the request; in any case, you will not incur any cost as a result of the reimbursement. The reimbursement of the amount will under no circumstances be made before our receipt of the merchandise and verification of its integrity.
You must return the goods to our showroom in Madrid or send them to Calle San Rafael 4b, local 13, 28108 Alcobendas, without undue delay and, in any case, no later than 14 calendar days from the date you inform us of your decision to withdraw from the contract. The deadline will be considered met if you return the goods before the said period has expired. You will bear the direct cost of returning the goods.
It will be essential that the products to be returned are in perfect condition, with all their accessories and original packaging. If there is a gift with purchase in the order, it must be returned in order to accept the withdrawal.
Exceptions to the right of withdrawal
The right of withdrawal will not apply to orders relating to:
-The supply of goods manufactured according to consumer and user specifications or personalized.
-The supply of goods that may deteriorate or expire quickly.
-The supply of sealed goods that are not suitable for return for health protection or hygiene reasons and that have been unsealed after delivery.
The right of withdrawal will also not be admitted when the item to be returned is not exactly the one purchased (unless a different product from the one purchased was sent to you by mistake), has been unsealed after delivery, is not in perfect condition, or has been opened or used, except when the purchased product has some type of flaw or defect.
Broken, defective, or incorrect products
If, upon delivery of an order, you detect that the packaging has been tampered with or damaged, you must note the reason and the customer's signature on the carrier's delivery note.
In case of receiving a product with a manufacturing defect, flaw, or that is incorrect, you have 7 days from the receipt of the order to return it, provided you notify us within 72 hours of receiving the order via our email hello@tqel.es.
It is essential that you send us a high-resolution photo of the broken, defective, or incorrect item to hello@tqel.es and keep said item to manage the return, as well as a photo of the original packaging, which you must also keep. We will indicate the procedure to follow.
If there is a gift with purchase in the order, it must be returned in order to accept the return.
Once the merchandise has been received and its condition checked, the corresponding amount will be credited using the payment method used in the order, or the item will be replaced.
Guarantees
All products offered on the website come with a legal conformity guarantee of 3 years in accordance with the conditions established in Royal Legislative Decree 1/2007, of November 16, which approves the revised text of the General Law for the Defense of Consumers and Users and other complementary laws.
Our warranty covers the replacement of affected products in case of manufacturing defects.
Excluded from the warranty are:
1. Burns, cuts, scuffs, wrinkles, marks, scratches, or other damage caused by animals or improper or incorrect use of the product contrary to what is recommended and advertised.
2. Use and contact with chemical products (acids, solvents, dyes, paint, ammonia, lacquers, or other hairdressing products...), treatment with cleaning products not indicated for the specific fabric of the product.
3. Natural variations in color or texture inherent to normal use and/or maintenance not in accordance with specifications.
4. Normal wear and tear or aging of the product.
5. Indirect damages and losses of any kind.
After-sales service
Our customer service department is available to handle any potential complaints. You can contact us via Whatsapp +34 644 43 33 10, by phone +34 915 45 26 58, by email at hello@tqel.es, or at the postal address Calle San Rafael 4b, local 13, 28108, Alcobendas.
Retention of title
Ownership of the product will be transferred upon full payment of the price.
Events outside our control
We will not be liable for any failure or delay in fulfilling any of the obligations assumed, when it is due to events caused by force majeure.
Force majeure events will include any act, event, failure to exercise, omission or accident beyond our reasonable control and, among others, the following:
-Strikes, lockouts or other industrial action.
-Civil commotion, riot, invasion, terrorist threat or attack, war (declared or not) or threat or preparation for war.
-Fire, explosion, storm, flood, earthquake, subsidence, epidemic or any other natural disaster.
-Inability to use trains, ships, aircraft, motor transport or other means of transport, public or private.
-Inability to use public or private telecommunications systems.
-Acts, decrees, legislation, regulations or restrictions of any government or public authority.
It will be understood that the obligations will be suspended for the period in which the force majeure cause continues, and we will have an extension of the term to fulfill said obligations for a period of time equal to the duration of the force majeure cause.
We will use all reasonable means to end the force majeure cause or to find a solution that allows us to fulfill our obligations despite the force majeure cause.
Industrial and intellectual property
You acknowledge and agree that all copyright, trademark and other industrial and intellectual property rights over the materials or contents provided as part of the website belong at all times to us or to those who granted us license for their use. You may use such material only in the manner expressly authorized by us or by those who granted us license for its use. This will not prevent you from using this website to the extent necessary to copy information about your order or contact details.
Viruses, piracy and other computer attacks
You must not misuse this website by intentionally introducing viruses, Trojans, worms, logic bombs or any other technologically harmful or damaging program or material.
You shall not attempt to gain unauthorized access to this website, the server on which the site is hosted, or any server, computer or database connected to our website.
You agree not to attack this website via a denial-of-service attack or a distributed denial-of-service attack.
Failure to comply with this clause may result in the commission of offenses typified by applicable regulations. We will report any breach of such regulations to the competent authorities and will cooperate with them to discover the identity of the attacker.
Likewise, in case of non-compliance with this clause, you will immediately cease to be authorized to use this website.
We will not be responsible for any damage or loss resulting from a denial-of-service attack, virus or any other technologically harmful or damaging program or material that may affect your computer, computer equipment, data or materials as a result of the use of this website or the download of content from it or to which it redirects.
Links from our website
In the event that our website contains links to other websites and third-party materials, these links are provided for informational purposes only, and we have no control over the content of such websites or materials. Therefore, we accept no responsibility for any damage or loss arising from their use.
Written communications
Applicable regulations require that some of the information or communications we send you be in writing; however, by using this website you accept that most of these communications with us will be electronic.
We will contact you by email or provide you with information by posting notices on this website.
For contractual purposes, you consent to use this electronic means of communication and acknowledge that all contracts, notifications, information and other communications that we send you electronically comply with the legal requirements of being in writing. This condition will not affect your legally recognized rights.
Notifications
Notifications you send us should preferably be sent through our website contact form. In accordance with the provisions of the preceding clause and unless otherwise stipulated, we may send you communications either to the email or to the postal address provided by you when placing an order.
Waiver
Our failure to require your strict compliance with any of the obligations assumed by you under a contract or these Terms or our failure to exercise any rights or actions that may correspond to us under said contract or the Terms, will not constitute a waiver or limitation of said rights or actions, nor will it exempt you from complying with such obligations.
No waiver by us of a specific right or action will constitute a waiver of other rights or actions arising from a contract or the Terms. No waiver by us of any of these Terms or of rights or actions arising from a contract will be effective, unless it is expressly established as a waiver and is formalized and communicated to you through the different contact methods you provided us.
Partial nullity
If any of these Conditions or any provision of a contract were declared null and void by a final resolution issued by a competent authority, the remaining terms and conditions will remain in force, without being affected by said declaration of nullity.
Our right to modify these conditions
We reserve the right to modify these Terms and Conditions. We will keep you informed of any substantial changes made to them. These will not be retroactive and, with possible exceptions depending on the specific case, will be applicable 10 days after the date of their publication in the corresponding notice. If you do not agree with the modifications made, we recommend that you do not use our website.
Applicable law and jurisdiction
The use of our website and the contracts for the purchase of products through said website will be governed by Spanish law.
These General Conditions are subject to and will be governed by the provisions of Spanish laws, in particular:
-Law 7/1998, of April 13, on General Contracting Conditions
-Royal Legislative Decree 1/2007, of November 16, which approves the revised text of the General Law for the Defense of Consumers and Users and other complementary laws
-Regulation 2016/679 of the European Parliament and of the Council of April 27, 2016, on the protection of natural persons with regard to the processing of personal data and on the free movement of such data, and repealing Directive 95/46/EC
-Law 34/2002 of July 11, on Services of the Information Society and Electronic Commerce.
For the resolution of conflicts, the parties submit, renouncing any other jurisdiction, to the Courts and Tribunals of the consumer's domicile.
Comments, suggestions, complaints and claims
Your comments and suggestions are welcome. Please send us such comments and suggestions, as well as any query, complaint or claim through our contact form, by phone or to the postal or email address indicated in Clause 2 of these General Contracting Conditions.
In addition, we have official complaint forms available to consumers and users. You can request them by calling +34 644 43 33 10 (WhatsApp) or +34 919 48 79 02 or through our contact form.
Your complaints and claims to our customer service will be handled as soon as possible and, in any case, within a maximum period of one month. If you, as a consumer, consider that your rights have been violated, you can send us your complaints to the email address hello@tqel.es in order to request an out-of-court dispute resolution.
