Returns and exchanges

RIGHT OF WITHDRAWAL, DEFECTS AND EXCHANGES

a) Right of withdrawal

The right of withdrawal is the user's right to terminate the contract by notifying TERNUA within a maximum of 14 calendar days from receipt of the order, without needing to justify their decision and without penalty of any kind. Ultimately, it is the possibility of returning the order without needing to provide justification.

This right does not apply to the supply of sealed PRODUCTS that are not suitable for return due to health protection or hygiene reasons and that have been unsealed after delivery.

In the event of exercising their right of withdrawal, the user must bear the costs of returning the PRODUCT.

To exercise the right of withdrawal and return a PRODUCT, the user must contact TERNUA (i) through the customer service link; or (ii) by sending an email to infor@ternuagroup.com (using, if desired, the model withdrawal form included in the Annex to the TERMS OF SALE, although its use is not mandatory). In both cases, the user must indicate the return slip number received with the order, as well as the PRODUCT(S) they wish to return.

TERNUA will send an email confirming receipt of their request and inviting the user to return the item in the manner established in the "Shipping to TERNUA" section of the TERMS OF SALE.

Once the PRODUCT has been received, TERNUA will examine it and, if it does not present any defects caused by the user, will refund the amount paid (after deducting the return costs). This refund will be made within a maximum period of 14 calendar days from the date the user communicated their decision to withdraw.

If (i) the returned PRODUCT shows any damage or deterioration attributable to the user as a result of any handling other than that necessary to establish its nature, characteristics, or operation; or if (ii) the PRODUCT is returned incomplete, the user will be responsible for the decrease in the value of the PRODUCT, which, depending on the case, could make it impossible to refund the amount paid. In such cases, the user will be notified by email, and the user will be provided with the option to collect the product or return it postage-collectively, at their discretion, within a maximum period of 15 calendar days. In any case, TERNUA will not assume any responsibility for the safekeeping or storage of the PRODUCT during the time it is in its facilities.

b) Defective Products

If the PRODUCT does not comply with the contract or presents defects or flaws, the user may choose to request its repair or replacement, unless either option is objectively impossible or disproportionate. Both the repair and replacement of the PRODUCT will be free of charge for the user, including shipping costs and, where applicable, the costs related to the labor and materials required for this purpose.

If any PRODUCT does not comply with the contract and/or presents any defects or flaws, the user may notify TERNUA as soon as possible through the customer service link or by sending an email to infor@ternuagroup.com, indicating the return receipt number received with the order, the PRODUCT(S) they wish to return, and whether they prefer repair or replacement.

In response to this notification, TERNUA will send the user an email to resolve the issue, inviting them to return the item in the manner established in the "Shipping to TERNUA" section of the TERMS OF SALE.

Once the return has been received by TERNUA, the returned PRODUCT will be carefully examined and the user will be notified by email, within a maximum of ten business days, whether or not it should be repaired or replaced (as requested). If so, this must be carried out as quickly as possible.

In cases where repair or replacement is not possible, the user will have the right, at their discretion, to terminate the contract or request a price reduction.

c) Exchanges

Apart from the right of withdrawal and the defective PRODUCT regime provided for in Letters a) and b) above, once an order has been placed, cancellations or modifications of the order, nor any requests for exchanges or refunds by the user, will not be accepted.

d) Returns and Shipping to TERNUA

In cases where, in accordance with the provisions of Letters a) and b) above, a returned PRODUCT must be sent to TERNUA, the user must use the return delivery note delivered with the PRODUCT and follow the instructions attached to it.

These instructions will allow the user to contact the shipping company designated by TERNUA, request and arrange the day and time of collection, and formalize the shipment of the returned PRODUCT to TERNUA.