Purchase conditions

Purchases made by users through our website ("Website") are governed by the conditions ("The Conditions") described below.

The purchase of products ("Product") through atlantialoe.com implies full and unreserved acceptance by the user of the following purchase conditions.

These Conditions do not cover the sale of our Products by third parties outside the Website.

Data of the Information Society service provider, owner of the website:

  • Owner: PRODUCTOS NATURALES DE CANARIAS, S.L.
  • C.I.F: B38662706
  • Address: Calle Laura Gröte de la Puerta, 16 - Nave 2
    38110 El Mayorazgo - S/C de Tenerife 
  • Telephones: 922979379
  • Email: info@atlantialoe.com

Please read these Conditions carefully before placing an order for any “Product” on our “Website”. If you do not accept these Conditions, you will not be able to place an order for any Products on our Website. You may print a copy of these Terms for future reference.

1. Information about products and modification of offers

NATURAL PRODUCTS OF CANARIAS, S.L. may modify the conditions or offers published on its website at any time (prices, products, promotions, and other commercial and service conditions). But the modifications will not affect in any case the purchases already made by our users.

Product and manufacturer names and brands are used for identification purposes only.

Special offers, promotions or discounts will be valid until the indicated date or until the indicated number of stocks ends. As well as the prices indicated at the time of consulting the website.

2. How can I buy on the web?

By purchasing our products, you accept that communications with PRODUCTOS NATURALES DE CANARIAS, S.L. They will be mainly by electronic means.

To proceed to make a purchase on our website you only have to follow the following steps:

  1. Add the products to your “shopping cart”.
  2. Tell us your information, shipping and billing address.
  3. To complete the purchase, proceed to pay the amount that appears on the page through the payment gateway.

3. Price of the products. Taxes and customs

Customs charges are included in the price you have paid, we will never ask you for an additional payment for customs charges, payment of VAT or IGIC. Everything is included in the price (except shipments to Andorra, Ceuta, Melilla and outside the EC).

It's simple: you pay for your purchase at Atlantialoe.com and you receive it within the stipulated period without having to make any additional payment.

If there is a typographical error in any of the prices shown and if any user has made a purchase decision based on said error, we will inform them of this incident immediately and the user will have the right to cancel their purchase without any cost on their part.

The price of the product does not include shipping or transportation costs, which will be indicated to you at the time of placing the order.

4. What are the shipping and transportation conditions?

4.a) How long will you receive your order?
Packages are sent through the Post Office or courier. You will receive your order at:

  • 3 days for shipments to Spain, Portugal and Andorra
  • 5-7 days for shipments to the rest of Europe
  • 10-20 days for shipments to the rest of the world

In any case, we will always try to shorten shipping times as much as possible to ensure quick and efficient receipt of orders.

The agreed deadlines for the delivery of the product are understood without prejudice to delays that may be caused by force majeure.

4.b) What do I have to do in case of delay or error in shipping or delivery?

If you notice an excessive delay in delivery times or there is an error with your order, please contact us to resolve the issue as soon as possible.

Contact the Productos Naturales de Canarias help service through the following means:

  • Telephone: +34 922 97 93 70 (from 8:00 a.m. to 4:00 p.m. GMT).
  • Email: info@atlantialoe.com
  • Contact form

The user will have the right to terminate the contract and to pay the amount of the product and the shipment if we do not deliver within the agreed period and the conditions established in article 66.bis of Royal Legislative Decree 1/2007, of November 16, which approves the consolidated text of the General Law for the Defense of Consumers and Users and other complementary laws, are met.

4.c) What is the amount of shipping costs?

  • Shipping costs for Spain will depend on the weight of your order. Make a purchase of more than €39 and up to 5 Kg and shipping costs will be free to Spain. In mainland Spain the shipping costs are €5.
  • Shipping costs for Europe are free from €49 and €220 for the rest of the world up to 5 Kg. Rates by country are detailed in the shipping costs section of the atlantialoe.com website.
  • The amount of shipping costs is indicated separately at the time of placing the order and is the responsibility of the user and must be accepted before making payment.
  • Shipping costs vary depending on the type of shipment.

4.d) Where will I receive the order?

  • The products will be delivered to the address indicated by the user in the order form.
  • Delivery will be made through the transport companies offered by PRODUCTOS NATURALES DE CANARIAS, S.L.
  • If the user is absent at the time of delivery of the order, the transport company will contact you to arrange a new delivery.
  • NATURAL PRODUCTS OF CANARIAS, S.L. will track the delivery of the order.

5. Payment method

5.a) What payment methods can I use?

Products can be paid by bank card and PayPal.

5.b) Is the card payment system secure?

This system is totally confidential and secure and the data cannot be seen by third parties.  NATURAL PRODUCTS OF CANARIAS, S.L. It does not save data on payments made by its users. The information will be provided directly to the bank's payment platform.

6. What are the invoices like?

Invoices are issued electronically. You can download your invoice from the order history of your Atlantia account or request a copy, in paper or digital, through our email: info@atlantialoe.com

7. Withdrawal

7.a) What period do I have to cancel the purchase or decide to return a product?

If you want to return your order or cancel the purchase, it is recommended to send the request to our email: info@atlantialoe.com or by postal mail to: PRODUCTOS NATURALES DE CANARIAS, S.L. -Calle Laura Gröte de la Puerta, 16 - Nave 5, 38110 El Mayorazgo - S/C de Tenerife, although it may be done by any other means.

The withdrawal period will expire 14 calendar days from the day of receipt of the product by the user or an authorized third party.

7.b) How can I cancel the purchase?

If you want to return your order or cancel the purchase, it is recommended to send the request to our email: info@atlantialoe.com or by postal mail to: PRODUCTOS NATURALES DE CANARIAS, S.L. -Calle Laura Gröte de la Puerta, 16 - Nave 5, 38110 El Mayorazgo - S/C de Tenerife, although it may be done by any other means.

You can use this model that we attach below, although its use is not mandatory.

Withdrawal Form

(must only be completed and sent if you wish to cancel the purchase)

To the attention of:

NATURAL PRODUCTS OF CANARIAS, S.L.

Calle Laura Gröte de la Puerta, 16 - Nave 5

38110 El Mayorazgo - S/C de Tenerife

info@atlantialoe.com

I hereby inform you that I am withdrawing from the contract of sale of the following product/s:

  • Item:
  • Received on date:
  • Name(s) of the consumer(s) and user(s):
  • Address(es) of the consumer(s) and user(s):

Signature of the consumer and user or of the consumers and users (only if this form is submitted on paper)

Date

7.c) What are the requirements for exercising the right of withdrawal?

If you decide to cancel the purchase once the order arrives, the return costs will be your responsibility.

The shipping address for the order will be the following:

NATURAL PRODUCTS OF CANARIAS, S.L. at Calle Laura Gröte de la Puerta, 16 - Nave 2, 38110 El Mayorazgo - S/C de Tenerife 

You must send us the products within a maximum period of 14 calendar days from the date on which you inform us of your decision to withdraw.

7.d) How is the refund made?

NATURAL PRODUCTS OF CANARIAS, S.L. will refund the amount of your order using the same payment method that you used at the time of purchase, unless you indicate another method of return. We will not charge any expenses resulting from the refund (remember that you have 14 calendar days from the date on which you inform us of the withdrawal). The cost of return transportation is your responsibility.

In the event that you have received the order, we may withhold the refund until we receive the products or you send us proof of having made the return. We recommend that you always ask for proof of shipment of the order.

The products, being classified as hygiene products, cannot have been used, beyond the mere verification of the good and that it has been received in correct condition.

8. Legal guarantee

The guarantee will be applied taking into account the nature of the goods sold on the website. The products, being classified as hygiene products, cannot have been used, beyond the mere verification of the good and that it has been received in correct condition.

Unless proven otherwise, it will be understood that the products comply with the contract as long as they meet all the requirements expressed below:

  1. They conform to the description made by the seller and possess the qualities of the product that the seller has presented to the consumer and user in the form of a sample or model.
  2. They are suitable for the uses to which products of the same type are ordinarily intended.
  3. They present the usual quality and performance of a product of the same type that the consumer and user can reasonably expect, taking into account the nature of the product.

9. Data protection policy

NATURAL PRODUCTS OF CANARIAS, S.L. undertakes to comply with current legislation regarding the processing of personal data and, in particular, the LOPD or that which replaces it in the future.

You can access more information in our Privacy Policy.

10. Complaints and attention to consumers and users

If you are not happy with the products received, please send us an email to info@atlantialoe.com or to our postal address PRODUCTOS NATURALES DE CANARIAS, S.L. at Calle Laura Gröte de la Puerta, 16 - Nave 5, 38110 El Mayorazgo - S/C de Tenerife (Spain)

11. Cause of force majeure

NATURAL PRODUCTS OF CANARIAS, S.L. will not be responsible for any failure or delay in the fulfillment of any of the obligations assumed, when the same is due to events that are beyond our reasonable control ("Cause of Force Majeure").

Causes of Force Majeure will include any act, event, lack of performance, omission or accident that is beyond our reasonable control such as a) Strikes, lockouts or other industrial action; b) Civil commotion, revolt, invasion, terrorist threat or attack, war (declared or not) or threat or preparations for war; c) Fire, explosion, storm, flood, earthquake, subsidence, epidemic or any other natural disaster; d) Impossibility of using means of transportation; Impossibility of using telecommunications systems; and e) Government acts, regulations or restrictions.

The obligations derived from these conditions will be suspended during the period of the Cause of Force Majeure and the period to fulfill said obligations will be extended for a period of time equal to the duration of the Cause of Force Majeure and we will use all reasonable means to end the Cause of Force Majeure or find a solution that allows us to fulfill our obligations despite the Cause of Force Majeure.

12. Partial nullity

If any of these General conditions are 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.

13. Applicable legislation and competent courts

Contracts for the purchase of Products through our Website and any disputes or demands arising from them or referring to their object or conclusion (including non-contractual litigation or claims) will be governed by Spanish law.

Any controversy that arises or is related to the use of the website or said products will be submitted to the non-exclusive jurisdiction of the Spanish courts and tribunals of the province of S/C de Tenerife.

You are contracting as a consumer, nothing in this clause will affect the rights recognized as such by current legislation, and you may choose to file a claim to enforce your rights in relation to these Conditions before the Judge or Courts that correspond to your domicile.

14. Online Dispute Resolution Platform

In compliance with the obligation to provide information to consumers established in Art. 14 of Regulation (EU) 524/2013 on the Resolution of online consumer disputes PRODUCTOS NATURALES DE CANARIAS, S.L. informs that the European Commission provides an online dispute resolution platform that is available at the following link and where you can submit your claims to try to reach an out-of-court solution, if you reside in the EU.

15. Notifications

Occasionally we may use your personal data to send you information about our products or services by email.

16. Quality commitment to our users. Comments and suggestions

Your satisfaction is very important to us, so we will be happy to respond to your comments and suggestions. You can contact us through our email info@atlantialoe.com or by phone +34 922 97 93 70.

Date: March 15, 2024