These General Conditions regulate the purchase of the products offered on the website www.superchef.store owned by Superchef Household Appliances SL. (hereinafter, Superchef).
The acquisition of any of the products entails the full and unreserved acceptance of each and every one of the General Conditions that are indicated, without prejudice to the acceptance of the Particular Conditions that could be applicable when acquiring certain products.
These General Conditions may be modified without prior notice, therefore, it is advisable to read carefully its content before proceeding to the acquisition of any of the products offered.
Superchef, in compliance with the Law 34/2002, of July 11, of Services of the Society of the Information and Electronic Commerce, informs you that:
- Its corporate name is: Superchef Household Appliances SL.
- Its trade name is: Superchef.
- Its VAT number is: B6735288.
- Its registered office is at: c/ Mallorca 272, 5-8, 08037 Barcelona.
- It is registered in the Mercantile Registry of Barcelona , dated February 8, 2019, inscription number 1, volume 46749 , folio 121, page 529675.
To communicate with us, we put at your disposal different means of contact that we detail below:
- Sending a message to the Customer Service – Contact Us, which is located in the Customer Service section of this website.
All notifications and communications between users and Superchef will be considered effective, for all purposes, when they are made through any of the means detailed above.
The products offered, together with their main characteristics and their price appear on the screen.
Superchef reserves the right to decide, at any time, the products and/or services offered to the Clients. In this way, Superchef may, at any time, add new products and/or services to those currently offered. Likewise, Superchef reserves the right to withdraw or stop offering, at any time, and without prior notice, any of the products offered.
All this without prejudice that the acquisition of any of the products can only be made by means of the subscription or registration of the USER, granting by Superchef to the interested party a User name and a password, which will identify and enable him/her personally to be able to have access to the products.
Once inside www.superchef.store, and to accede to the hiring of the different products, the User will have to follow all the instructions indicated in the process of purchase, which will suppose the reading and acceptance of all the general and particular conditions fixed in www.superchef.store
The offers presented by Superchef are valid within the limit of the available stocks. Superchef reserves the right to modify the assortment of its products according to the difficulties imposed by its suppliers.
The purchased product may undergo, due to the availability of the manufacturer, non-substantial modifications in the components, characteristics or performance of the batch that integrate it, as long as they do not imply a demerit of the qualities and performance advertised. Likewise, this information may contain inaccuracies or typographical errors, which may be changed, corrected or deleted at any time. IKOHS may make changes or modifications to the products at any time. PUBLISHED IMAGES ARE FOR ILLUSTRATIVE PURPOSES ONLY.
Availability and Substitutions
Superchef intends to guarantee the availability of all products that are advertised through www.superchef.store. However, in the event that any product ordered is not available or if the product is out of stock, the customer will be informed within 24/48 hours of placing the order. If the product is not in stock at the time of placing the order, the user will have the possibility to RESERVE the product, so that it will be provided as soon as possible.
If the product is not available, and the consumer has been informed of this, Superchef will be able to supply a product of similar characteristics without price increase, in which case, the consumer will be able to accept or reject it by exercising his right of withdrawal and termination of the contract.
In case of unavailability of all or part of the order, and the rejection of the replacement products by the customer, the refund previously paid, will be made within 15 calendar days.
Purchase and/or Contracting Process
To make any purchase in www.superchef.store, it is necessary that the client is of legal age.
It is also recommended that the customer print and/or keep a copy in a durable medium of the conditions of sale when placing his order, as well as the receipt sent by Superchef by e-mail.
The customer agrees that the invoice will be sent to him in electronic format. The customer will receive the invoice in the section ORDER HISTORY that he/she will find in his/her user account.
The order will be delivered to the address designated by the customer at the time of contracting according to the chosen method.
The scope of delivery includes the following areas: Spain (mainland and Balearic Islands).
FORMS AND TERMS OF DELIVERY
Orders will be delivered to the person and address indicated in the order:
Orders will be delivered to the customer through courier or parcel companies. The order will be considered delivered at the moment the carrier has delivered the package to the customer, and the customer signs the delivery receipt document. It is the customer’s responsibility to check the condition of the goods upon receipt and to indicate any anomalies on the delivery note.
The maximum delivery time is 1-3 days (as long as all the products of the order are in stock) except for palletized orders (bulky orders), in which the delivery can be made in 2-5 days.
Orders will be shipped to the customer within 24-48 hours from the confirmation of the sale or order (in case of cash on delivery), provided that the customer has placed the order before 16h. No shipments or deliveries will be made on weekends and holidays.
The standard door-to-door service does not include the delivery to the customer’s home, this must be paid by the customer. The assembly is not included either.
Prices, Expenses and Taxes
The prices of the products that are collected in www.superchef.store will be expressed in Euros unless otherwise stated and will be guaranteed during the time of validity of the same and whatever the destination of the order.
The final prices of all the products, (and in its case, the final prices by unit of measurement, when it is obligatory) next to its characteristics, the offers, discounts, etc., are reflected in each one of the articles that appear in the catalog of www.superchef.store
- VAT is included in the products.
- The VAT rate is 21%, except for those companies that are registered in the Register of Intercommunity Operations.
- Shipping costs: Shipping costs will be borne by the end customer, in the case of individuals.
- Other additional costs: In the case that the payment of the products is made cash on delivery, the customer will assume the corresponding commission costs. In cases where the payment of the products is made through Paypal, the customer will assume the commission that this platform determines as management costs.
Return costs: depending on the type of return, shipping or collection costs will be borne by the customer. If the cancellation of the order is communicated prior to shipment, the customer will be exempt from any expense.
The prices of the products may vary at any time. In this case, the price to be applied will be the one in force on the date the order was placed. In any case, the final cost will be communicated to the customer in the electronic purchase process before it formalizes its acceptance.
We put at your disposal these forms of payment
a. By credit or debit card
You can make the payment immediately through our Bank’s SSL secure payment gateway. If it is necessary to make any refund or cancellation of the order, the amount will be refunded through the same payment card. Both personal and bank data will be protected with all the security measures established by the Organic Law of Data Protection 15/1999 and its Development Regulation with total confidentiality.
Superchef accepts payments with VISA, Verified by VISA, MasterCard and MasterCard SecureCode. The bank that issues the card must be in Spanish territory. When placing the order, the customer will provide his card details, which will be stored directly in the 4B Gateway during the purchase process. Superchef does not store credit card information. For internal reasons of the Organization, the collection management is done through CaixaBanc, without any transcendence for the customer.
b. By bank transfer
By cash deposit or bank transfer in favor of Superchef Household Appliances, S.L., in the account number indicated in the order confirmation e-mail. When making the transfer, the customer’s name and order number must be indicated.
Orders that are not paid within 7 days of order confirmation will be automatically cancelled.
Return and Withdrawal Policy
According to the regulations, the consumer and user will have the right to WITHDRAW from the contract for a maximum period of 30 calendar days without stating the reason and without incurring any cost, except those provided for in art. 107.2 and 108 of RD1/2007 of 16 November, which approves the text referred to in the General Law for the Protection of Consumers and Users.
The customer will have a maximum period of 30 calendar days from the day of receipt of the good or product ordered to inform Superchef about his desire to withdraw from the contract.
The withdrawal implies that Superchef will proceed to refund the amount already paid by the customer within a maximum period of 14 calendar days, following the same procedure chosen by the customer for its payment (except in case of cash on delivery).
During this period, the consumer will communicate to the entrepreneur his decision to withdraw from the contract by filling in the form at the end of this document and sending it to the e-mail address of Superchef.
Superchef will communicate to the consumer on a durable medium an acknowledgement of receipt of such withdrawal. To proceed with the return of a product it is essential that it is in perfect condition and with its original packaging, with all its accessories and without having been used.
Once we receive your request we will contact the customer to indicate the details of the return. The customer will bear the cost of returning the goods.
We will not exchange or credit any product manipulated by the customer in misuse, breakage, etc.; otherwise all warranty will be forfeited. In case of defective product, the shipping costs will be borne by Superchef. In the other cases, these will be assumed by the customer. If the cancellation of the order is communicated before the shipment of the same one, the customer will be exempted from any expense. In case of replacement of a product, it may not necessarily be the same as the previous one, but in any case an improved version or model, since the products are subject to continuous improvement. If the product is in good condition, but the packaging (box, plastic or wrapping) in which the product is found, is not in good condition, the return will not be accepted; the same will happen otherwise. Both the collection of the product and its corresponding return will be managed by Superchef through our courier service.
The products purchased through www.superchef.store enjoy a warranty period of 2 years from the moment of delivery, which cover possible manufacturing defects of the product, as well as any damage caused during that period.
The user must inform Superchef of the lack of conformity within two months of becoming aware of it.
The purchaser has a 2-year warranty, which will come into effect on the date of purchase as detailed on the sales invoice. Upon request, an extension of the warranty or a customized project warranty may be considered, after evaluating the conditions of application. Superchef is not responsible for damages caused by unprofessional installation, products modified or manipulated by the customer or by any other person not authorized by the manufacturer; as well as for improper use, tampering and/or short circuits, apparent signs of incorrect treatment. The product to be repaired or replaced must always correspond to the one sent by Superchef attaching the delivery note and/or invoice. In case of repair of a product, the client will be able to manage this repair directly, processing it and carrying out the shipment. To do this, you should contact Superchef and request the necessary instructions, as well as RMA authorization. It is important that the returns to the technical support are perfectly packed and protected, without stickers or labels on the packaging and the original protections. If the product arrives at Superchef’s facilities with damage attributable to poor packaging or protection, the repair may not be covered by the warranty. If the original packaging is not available, the customer should use a sturdy box of sufficient size to allow the equipment to be inserted loosely; it is recommended that the customer place sufficient protective material (bubble wrap or paper or foam bags, etc.) under, on and around the product to prevent any movement of the product inside the packaging. The customer must indicate on the shipping label the RMA number provided by Superchef.
Excluded from the warranties are consumable products, deficiencies caused by improper use or handling, connection to the mains other than that indicated, incorrect installation or defects resulting from any external cause.
For products of a durable nature, the consumer is entitled to adequate technical service and spare parts for a minimum of 5 years from the date on which the product ceases to be manufactured, without being able to increase the price of spare parts when applying them in repairs.
To know the steps to be followed in the event of problems or breakdowns in a product, please contact:
- Superchef Customer Service.
To avoid problems with the installation or operation of the purchased product, make sure that you have followed the installation and operating instructions contained in the user manuals.
If the purchased product still does not work properly, you should immediately contact the manufacturer’s customer service and technical support or, if applicable, the representative or distributor.
Usually the technical services will require that you provide them with the following information:
- Invoice number.
- Identification of the specific model.
- Serial number.
The warranty does not cover damage caused by external factors such as power surges or drops, atmospheric phenomena, fire, water, abnormal use of the product, accidental drops or improper use by individuals or companies not authorized by Superchef. Likewise, it does not cover wear and tear due to hours or hours of improper use or negligence before or during use, as well as breakdowns caused by incorrect installation or handling and storage. Claims for natural loss of brightness or degradation of brightness are exempt from warranty coverage. Superchef reserves the right to study each returned product by independent specialists, being the guarantee exempted in case of demonstrating, by the competent authorities, that the breakage has been caused by the customer, as well as the partial breakage of the product to force the use of the guarantee for the return or refund of the product; in these cases, the expenses of the expertise will be assumed by the customer. Superchef is not obliged to compensate the customer or third parties for the consequences of the use of the product, be they direct or indirect damages, accidents suffered by persons, damage to goods not related to the product, loss of profit or loss of earnings.
Responsibility and Exoneration of Responsibility
The consumer and user has the right to the repair of the product, its replacement, price reduction or termination of the contract, as established in Chapter II Title IV Book II of the General Law for the Defense of Consumers and Users.
If the product does not conform to the contract, the consumer may choose between repair or replacement of the product, both free of charge for the consumer, which will be carried out within a reasonable period of time depending on the nature of the products and the purpose for which they were intended.
If after the repair and delivered the product, it is still not in accordance with the contract, the consumer may demand replacement, price reduction or termination of the contract.
Superchef may suspend, withdraw or cancel partially or totally the products not subject to contract at any time and without prior notice. The foregoing provision shall not affect those products that are reserved for registered users or that are subject to prior contracting and that shall be governed by their specific conditions.
Customer Service and Complaints
In order to file any complaint or claim with Superchef, the customer must contact the customer service department by sending a message in the Customer Service – Contact Us section of the website.
According to the EU Consumer Online Dispute Resolution and in accordance with Art. 14.1 of Regulation (EU) 524/2013, we inform you that the European Commission provides all consumers with an online dispute resolution platform which is available at the following link: http://ec.europa.eu/consumers/odr/.
The parties submit, at their option, for the resolution of conflicts and waiving any other jurisdiction, to the courts and tribunals of the domicile of the user. The language used shall be Spanish.