GENERAL TERMS & CONDITIONS

Legal texts / Version 15-09-2020.
The following general terms and conditions of sales regulate the online sales process of the website www.carlit.cat (hereinafter referred to as CARLIT), owned by ARTESANIES CARLIT S.A.

Products, Services, Prices and Rates
The products offered on CARLIT, along with their features and price, will appear on the screen. Products may be priced per item, per weight or per unit. In all three cases, the user states the number of units required by increasing the quantity until the desired amount is reached. In order to make this process easier when it comes to products priced by weight, the approximate weight per unit will be the one displayed. In any case, the exact final price charged on each order, and therefore the one stated on the purchase receipt, will be the recorded price at the time of the preparation of the order by our picking staff, which is why there might be some minor differences in the final price. The prices indicated on the screen are in euros (€), include VAT, as well as any other tax applied and in force, and will always be the valid ones.

The pictures accompanying the products offered are shown for illustration purposes only. In any case, the website is constantly updated so that name and description properly match the picture of the product.

We recommend to always read carefully all labels, warnings and packaging instructions before using or consuming any product, as they provide detailed and updated information about it. 

CARLIT may, at any time, add new products to those included on the website, provided, unless otherwise stipulated, that such new products shall be governed by the provisions of the General Terms and Conditions in force at that time. 

CARLIT reserves the right to cease providing access, at any time and without notice, to any of the products offered on the website for reasons such as availability, temporality or modification in the range of products.

After the registration process, and in order to proceed with the purchase of products, the user must add the products intended for purchase to the Shopping Cart, according to the indications listed on the screen. Once the selection of products has been made, the date and time slot for delivery will be validated and the purchase accepted. This process implies the irrevocable reading and acceptance of each and every one of the present terms and general conditions, as well as, where applicable, of the existing particular conditions, which will be informed to the user before accepting the purchase of the products.

Home-delivery and online shopping services will be subject to the availability of logistics coverage that CARLIT has in each region.

The purchase prices will be those in force at the moment at which the order is placed.
CARLIT, with prior communication to the user, reserves the right to cancel an order in cases where suitable conditions for a viable transport are not met, since we work with fresh products and we ensure the cold chain is never broken during transport from our facilities to the address provided by the user.

The user can cancel the order up to 3 days prior to the assigned delivery date.

CARLIT also reserves the right to cancel an order when considered convenient, notifying the user and justifying the decision not to deliver the order for reasons beyond its control or cases of force majeure, such as traffic accidents, adverse weather conditions or the theft of goods or commercial vehicles. In these cases, the user will be given the choice of receiving a new, similar order as soon as such cases are resolved.

Prices of products
CARLIT will ensure that the prices displayed on the website and on mobile apps are always up-to-date. However, the prices of the products offered on CARLIT may vary from the prices of their products offered at other stores.     

In the event that the user considers that there may be an incorrectly priced product, they can inform us by sending an e-mail to info@carlit.com.

Service and shipping fees
If the order is equal to or greater than 40€, shipping is FREE (mainland Spain). For orders under 40€, the shipping fee is 10€ per order.

CARLIT reserves the right to modify the shipping fees. Any modification or change made will be duly informed before the order confirmation.

Availability of products
In the event that the requested product is not available, CARLIT will contact the user after the order is placed, as well as suggest the replacement of the product in accordance with the preferences indicated by the user. Otherwise, or in case it is not possible to contact the user during the order preparation process, the order will not be delivered. In case that the requested, unavailable product is the only one in the order, the order will be cancelled.

The user can add other products than those listed on the website by using the comments box on the order form. The nutritional and health information of those products that can be ordered, but are not listed on the site, will be the one provided on their own packaging.

Replacement policy
In the event that the product delivered by CARLIT arrives in bad condition, the user can provide evidence of the poor condition of the product by sending us a picture of it. The picture must also show the day and time of delivery, and should be sent to Customer Service via Whatsapp or via e-mail to carlit@artesaniescarlit.com.

Once CARLIT validates that the product was delivered in bad condition, a new shipment containing the replaced product will be made.

Payment
Payments can be made via credit card (Visa, Mastercard, American Express and Discover Card Services), provided that the card has sufficient funds to cover the costs resulting from the purchase of products through the website.

In the event that the payment with credit card is not accepted by the payment platform, the order will be cancelled.

The data registered by CARLIT provide the evidence of the transactions carried out between CARLIT and the users. CARLIT will confirm the order via e-mail. For security reasons, it is not allowed to create an account using temporary e-mail services such as (including but not limited to) Spamgourmet, 10minutemail, Jetable, Yopmail, Mailcatch, Guerrillamail, etc.

Payment security
For the user’s safety, CARLIT manages all payments by credit card through a secure payment gateway. The bank details entered are encrypted and securely transmitted to the bank’s servers, as well as subsequently verified with the issuing bank, in order to prevent frauds and abuses.

This method of data entry is secured by the SSL encryption technology (Secure Socket Layer) – 128 bits, one of the most advanced and effective protection systems currently available, thanks to which, no third party will have Internet access to the information on the bank details entered by the user.

Only the bank owning the payment gateway has access to the bank details linked to these methods of payment. Therefore, CARLIT does not know or record such data during the payment transaction or at any other time.

In order to guarantee the maximum safety to our clients, CARLIT reserves the right to request, before the delivery of the order, the documents related to the identity and method of payment of the user.

Delivery
The delivery of products is limited to mainland Spain only and delivery time is 3 business days. CARLIT will ask the user to choose the delivery location by specifying the address (home, office or centre) where products should be delivered, and a contact phone number.

In the event that the delivery address provided by the user to CARLIT is not correct, CARLIT shall not be responsible for any delays or failures in the delivery of the order placed by the registered user and reserves the right to cancel the order.

CARLIT is committed to making its best efforts to meet the delivery date and method chosen during the purchase process.

After placing the order, the buyer will receive a confirmation e-mail with all the conditions and details about the delivery, which will be also displayed on the website.

Each delivery is considered completed from the moment in which the product is at the disposal of the customer at the delivery address provided at the time of placing the order.

If the customer is absent on the agreed date and time of delivery, without prior notice to CARLIT, CARLIT will give the customer the option to arrange a new delivery later on the same day (if option is available in the area) or will refund the customer the full amount of the purchase, minus the costs resulting from transportation and/or the preparation of the order, as well as the return expenses. Shipping and preparation costs will be displayed on the website before the order confirmation.

In the event that the customer receives a defective or visibly damaged product, they must notify it by sending an e-mail to carlit@artesaniescarlit.com within 24 hours after the product is delivered.

Billing

Upon delivery of the order, the user will receive an e-mail containing the details of the products delivered, prices, discounts, preparation and shipping costs, and the total amount of the service.

If the user needs an invoice, they must request it before completing the purchase process. This invoice will be sent to the provided e-mail address in PDF format.

Cancellations
The user can cancel the order without any charge up to 1 day before the delivery date, by calling CARLIT´s customer service at (+34) 972 88 11 50.

Return policy
If, after receiving the order, the user is not satisfied with the product purchased, they have up to 3 calendar days to exercise the right of return, except for those products with an expiration date of less than 3 days or for those that need to be kept cold and whose cold chain has been broken.

If the reason for return is due to a mistake on our side (faulty item, wrong product, etc.), CARLIT will cover the return shipping fee. Conversely, if the reason is beyond our responsibility (e.g. product was served correctly but it is not to the liking of the customer), CARLIT will refund the amount of the returned product except for the return expenses, which will be covered by the user.
 
If the customer is absent on the previously-agreed and confirmed place and time of delivery (hereinafter referred to as ‘unreported absence’), CARLIT unitarelly reserves the right, in accordance with the present Terms & Conditions, to refund the customer the full amount of the purchase, minus the costs resulting from transportation and/or the preparation of the order, as well as the return expenses.

CARLIT will only accept returns that meet the following conditions:

1. The product must be in the same condition in which it was delivered, as well as retain, where possible, its original packaging and labeling.
2. The shipment must be made using the same box or envelope in which it was delivered or, in its absence, in a similar format that guarantees that the product is returned in perfect condition.

To start the return process, the user must contact CARLIT via e-mail at carlit@artesainescarlit.com or by phone at (+34) 972 88 11 50.

Returned products must always be unused, with the exceptions provided in Article 79 of Royal Legislative Decree 1/2007 of 16 November.

In accordance with the laws in force (Article 103 of Royal Legislative Decree 1/2007 of 16 November), the aforementioned shall not apply, among other assumptions, to:

1. Goods that are perishable or may expire rapidly, open packages and/or partially used goods.
2. Sealed goods whose seal has been removed after the delivery and therefore cannot be returned for health and hygiene reasons.
3. Goods that, after the delivery and considering their nature, have been indissociably mixed with other goods.

Right of withdrawal
To exercise the right of withdrawal, users must inform ARTESANIES CARLIT S.A. (Colònia Salvador s/n –  17520 PUIGCERDÀ) of their decision to withdraw from the contract by an unequivocal statement (e.g. via regular post or via e-mail at carlit@artesaniescarlit.cat).

Likewise, users can also inform us of their decision to withdraw from this contract via e-mail at carlit@artesaniescarlit.com.

To meet the withdrawal deadline, users need to send the communication concerning the exercise of their right of withdrawal before the withdrawal period has expired.

BUYER INFORMATION ABOUT THE ONLINE DISPUTE RESOLUTION PLATFORM E-commerce.

We inform the purchaser of products on this site of the existence of an online dispute resolution platform.

According to Article 14.1 of Regulation (EU) 524/2013:

“The European Commission provides an online dispute resolution platform, which is available at ec.europa.eu/consumers/odr/”.

Consumers can submit their claims through the platform online dispute resolution.