General Terms and Conditions of Sale and Subsidies
1. Company Identification
These Terms and Conditions regulate sales made through the website www.atlantialoe.com, owned by Productos Naturales de Canarias S.L., with registered office at Calle Laura Grote de la Puerta 16-18, Polígono Industrial El
Mayorazgo, 38110 Santa Cruz de Tenerife, Spain, registered in the Mercantile Registry of Santa Cruz de Tenerife, NIF B-38662706, and contact email address info@atlantialoe.com.
2. Object:
These Conditions regulate the purchase of Atlantia brand products made by consumers and users through the official online store www.atlantialoe.com.
3. Conditions of sale
The customer declares that they are acquiring one or more products for personal use and not for professional or resale purposes. Likewise, they certify that they are of legal age and have full legal capacity to place an order on the website. In the case of minors, they must have the consent of their legal representative. Atlantia is not responsible for purchases made by minors without authorization.
4. Order process
4.1 Steps of the process
The order process is subject to compliance with the procedure established by Atlantia, which consists of a series of successive steps that the customer must follow to validate their purchase. To place an order on www.atlantialoe.com, the customer must:
1. Add the selected products to the cart in the desired quantities.
2. Enter their email address and, if they wish, create a customer
account or subscribe to the newsletter.
3. Fill in complete and accurate shipping information.
4. Select an available payment method.
5. Verify all data before clicking on “Confirm order”,
checking the details and the total price to correct any potential errors.
6. Click on “Confirm”, which initiates the secure payment process and
formalizes the order.
Every confirmed order is considered a binding sales contract between Atlantia and the customer.
The customer will receive an order confirmation email.
Invoices will only be issued upon the express request of the customer, by sending the request to info@atlantialoe.com.
5. Prices and taxes
All prices are expressed in euros (€) and include VAT currently applicable in Spain and the European Union.
For orders outside the EU, the customer will be responsible for the payment of any customs duties, fees, or local taxes applicable in the destination country.
Prices may be modified without prior notice, but confirmed orders
will retain the price displayed at the time of purchase.
6. Delivery
6.1. Shipping notice
Once the ordered products have been shipped, Atlantia will inform the
customer by email.
If the shipping confirmation email is not received, it is recommended to check the spam folder and, if it does not appear, contact customer service at info@atlantialoe.com.
6.2. Order tracking
The customer will be able to track their order by logging into their customer account, if they have
one.
6.3. Delivery address
Delivery will be made to the address indicated by the customer during the order process.
This may be their home, that of another designated natural person, or an available collection
point. Atlantia cannot be held responsible in the event of loss or theft of the product once delivered to the indicated address.
6.4. Incoterms and customs duties
The Incoterm used by default for all international shipments is DDP
(Delivered Duty Paid), meaning that Atlantia assumes the payment of taxes and duties before customs authorities. However, in those countries where regulations require the recipient to settle these amounts directly, the applicable Incoterm will be DAP (Delivered At Place).
6.5. Delivery times
The delivery times indicated on the website are guidelines and correspond to the
average preparation and transport times:
Spain (Mainland, Balearic and Canary Islands): 24–72 business hours.
Europe and UK: 3–7 business days.
International: variable depending on destination and carrier.
Atlantia is not responsible for delivery delays due to external causes or force majeure.
In the case of pre-orders or special launches, shipping times may be longer than usual.
6.6. Accuracy of data
The customer must guarantee that they have provided accurate and complete information regarding the delivery address (street number, building, staircase, postal code, name on the doorbell, etc.). Atlantia is not responsible for incidents arising from incomplete or incorrect data.
6.7. Verification upon delivery
The customer must check the condition of the package received in the presence of the carrier.
In the event of visible damage or missing items, they must leave a written record on the delivery note or receipt and, if applicable, refuse the order.
Likewise, they must notify Atlantia of the incident within 3 calendar days following receipt, writing to info@atlantialoe.com and attaching photos or evidence.
7. Payment methods
Atlantia accepts the following payment methods: Credit and debit cards: Visa, Mastercard, and American Express. Digital payment platforms: PayPal, Apple Pay, Google Pay, and Shop Pay. Atlantia Gift Card (E-Gift Card): redeemable fully or partially during the checkout process.
All payments are processed through secure certified gateways with SSL encryption.
In the event of an error or inability to complete the payment, the order will be automatically canceled.
7.1. Atlantia Gift Card:
Atlantia offers digital gift cards (E-Gift Cards) redeemable exclusively
on www.atlantialoe.com. They are used by entering the gift card code during the checkout process.
If the order amount exceeds the card balance, it can be completed with another
payment method. If the balance is not exhausted, the same code can be used for future purchases. Gift cards do not expire, are non-refundable, and cannot be exchanged
for cash. Atlantia is not responsible for the loss or unauthorized use of the
code.
8. Right of withdrawal and returns
In accordance with European Directive 2011/83/EU, the customer has 14 calendar
days from receipt of the order to exercise their right of withdrawal without justification. Products must be returned unused, unopened, and in their original packaging. Atlantia will refund the amount using the same payment method employed. Return shipping costs will be borne by the customer, except in the case of an error or defect attributable to Atlantia.
8.1. Extended returns policy
Atlantia voluntarily extends the return period to 30 calendar days.
Returns of cosmetic products that have been opened, used, or lack their seal will not be accepted for reasons of hygiene and safety.
9. Legal warranty
All Atlantia products are covered by the legal warranty of
conformity (Directive (UE) 2019/771), with a minimum validity of two years from delivery. The customer may request repair, replacement, or refund in accordance with the law.
10. Intellectual property
The general structure of the website www.atlantialoe.com, as well as text, videos, audio content, typography, images (animated or otherwise), sounds, newsletters, press releases, catalogs, illustrations, graphics, photographs, computer programs, and all audiovisual content reproduced therein are the exclusive property of Atlantia (Productos Naturales de Canarias S.L.).
Any reproduction, representation, publication, transmission, or modification, in whole or in part, of the Website or its elements without the prior written authorization of Atlantia constitutes an infringement subject to civil and/or criminal actions.
The registered trademarks, logos, trade names, and distinctive signs
belonging to Atlantia and/or its partners are also the exclusive property of Atlantia.
Their reproduction or use without express written authorization is strictly prohibited.
11. Data protection
Atlantia complies with the General Data Protection Regulation (GDPR) –
Regulation (EU) 2016/679.
Complete information regarding personal data processing, purposes, and user rights is available in the Privacy Policy of the website.
12. Applicable law and jurisdiction
These Conditions are governed by Spanish and European legislation.
Any dispute will be submitted to the courts and tribunals of the consumer's domicile,
in accordance with consumer and user protection regulations.
13. Public subsidy declaration
Productos Naturales de Canarias S.L. has been a beneficiary of the European Regional
Development Fund (ERDF), whose objective is to improve the competitiveness of SMEs.
Thanks to this support, the company has launched an International Digital Marketing Plan to strengthen its online positioning in foreign markets (2021–2022), with the backing of XPANDE DIGITAL from the Chamber of Commerce of Santa Cruz de Tenerife.
Likewise, Productos Naturales de Canarias S.L., within the framework of the ICEX Next Program, has had the support of ICEX and co-financing from the European ERDF fund, with the aim of contributing to the international development of the company and its environment.
European Regional Development Fund – A way to make Europe