Purpose
These General Terms and Conditions regulate the electronic purchases you make through the Naturaselection.com website (hereinafter, the "Store") and shall be incorporated into your purchase contract (hereinafter, the "Contract") when you click the "Complete Payment" button at the end of the Purchase Process, from which moment you shall be bound to comply with the provisions set out herein.
Natura Selection, S.L., with registered office at Ecuador 55-67, 08029 (Barcelona) and Tax ID number B60035912, is registered in the Commercial Registry of Barcelona, Volume 22120, Folio 0001, General Section of the Companies Book.
Naturaselection.com may modify these General Terms and Conditions of Purchase at any time. Any modifications made shall not, under any circumstances, affect purchases you have made prior to the approval of such modifications, which shall in all cases be governed by the General Terms and Conditions in force at the time those other purchases were made. It is the customer's responsibility to be aware of the General Terms and Conditions of Purchase in force at the time the Purchase Process begins.
These General Terms and Conditions may be supplemented or modified by specific clauses or conditions applicable to certain products, especially with regard to the exclusion of withdrawal rights, exchanges or returns. Please carefully check the product information to learn about such specific conditions.
The electronic document in which the Contract is formalised shall be archived by www.naturaselection.com and may be consulted through our website after authentication with your username and password or by the means established in each case. This paper copy may be requested through the Customer Service channels provided for in these General Terms and Conditions of Purchase.
User Registration
To facilitate electronic purchases and avoid requesting the same information from customers each time they make a new purchase, it is necessary to register as a user of the Store. Such user registration may be completed at any time through the "My Account" section or during the purchase process itself. At the end of the purchase process, you will receive an email confirming that the process has been completed successfully.
You may access the “My Account” section using your username and password or by the means enabled by Naturaselection.com in each case to authenticate users. Associated with your user registration, Naturaselection.com may use cookies or other similar means that allow your browsing preferences to be recorded and identify you when you connect from the same device.
Through “My Account” you may access your purchase history, review and edit your registration details, request a copy of the Return Form and carry out other procedures and actions related to your purchases.
Registration as a user of Naturaselection.com is free of charge and is not subject to any condition or consideration. You may unsubscribe as a user at any time by sending an email to webmaster@naturaselection.com. Unsubscribing as a user shall entail the cancellation of your personal user data as well as the impossibility of making online purchases in the future unless you register again as a user.
Quality of electronic contracting services
Naturaselection.com guarantees that the products marketed through the Store are of the same quality and features as those sold in Natura physical stores.
Naturaselection.com has made its best efforts to ensure that the representation of product images in the Store is as faithful as possible to reality. Notwithstanding the foregoing, some characteristics, such as colours or texture, may not be correctly appreciated from the images or may vary depending on your monitor conditions.
The products published on Naturaselection.com are accompanied by the following information:
- Item name
- Reference
- Price (taxes included)
- Colour and size information
- Additionally, the following general information is displayed: Size Guide and Care Instructions
Offer validity period:
Without prejudice to the provisions of specific legislation, offers or proposals for electronic contracting shall be valid for the period established by Naturaselection.com or, failing that, for as long as they remain accessible to recipients.
Product availability:
The website will indicate whether products are in stock in order to proceed with the order, products without stock not being available for purchase.
Purchase process:
The Purchase Process consists of the following steps:
Product selection: Browse our website and click the "Buy" button each time you wish to add a product to your purchase. The shopping cart contains the name of the selected product, the reference, the colour, the size, the quantity and the price in euros.
Start of the purchase process: to begin the purchase process click the "place order" button. In the event that you are not registered as a User or have not logged in as such, you will first be asked to do so.
Verification of purchase details: : Before selecting the payment method, you may verify your purchase details and correct any errors made when entering data. Once you have verified your details, confirm your order.
Selection of payment method: Select your preferred payment method and click the "Complete Payment" button. At that moment, the system will redirect you to the selected payment system where you must provide all the information required for such payment method. This will be the only moment when such information is requested.
At the moment you provide all the necessary information and click the purchase confirmation button, the contract shall be fully concluded for all purposes.
Purchase confirmation: Once we receive your acceptance, Naturaselection.com will issue an on-screen confirmation that you may save and which shall contain the following information:
- Order number.
- Order date.
- Summary of the products included in the purchase.
In any case, within the following 24 hours, Naturaselection.com will issue a purchase confirmation by email.
Throughout the purchase process you may consult these General Terms and Conditions of Purchase as well as view the final price of the selected products.
Once the purchase has been confirmed, the customer may not modify or cancel the order except in the cases provided for by law or in these General Terms and Conditions.
Price
All prices indicated on the website are expressed in euros and include VAT, except for those destined for the Canary Islands, Ceuta and Melilla, which shall include the corresponding taxes and export duties in accordance with the regulations in force in each territory.
Shipping costs shall appear detailed at the end of the purchase process, once you have entered the shipping address. : Such shipping costs shall depend on the place of delivery and shall be borne entirely by the customer. The total shipping costs shall be known during the payment phase of the Purchase Process.
For orders destined for the Canary Islands, Ceuta and Melilla, as well as countries outside the EU or not forming part of the Schengen area, the total shipping costs referred to in the previous paragraph do not include export customs clearance charges or any taxes that may apply to the importation of products into such territories.
International orders may be subject to customs clearance charges, which shall always be borne by the customer.
Prior to the "Complete Payment" phase, you may view the full final price of your order, broken down, where applicable, into the amount of any increases or discounts applied, as well as transport costs or other additional services.
Payment and security
PAYMENT
You may pay for your orders placed on Naturaselection.com using PayPal and credit or debit cards.
PAYMENT SECURITY
Your payments on Naturaselection.com are processed in real time through a Virtual POS once the information provided has been verified as correct. Naturaselection.com guarantees that it shall treat the data corresponding to the payment method used with complete security and confidentiality. The card details used for payment are transmitted using SSL encryption. This solution guarantees the confidentiality of communications through a dialogue with encryption keys.
INFORMATION SECURITY
At Natura we work to guarantee the protection of your privacy on the Internet and the security of your purchases and data. Naturaselection.com shall at all times process your data with absolute confidentiality and in accordance with the uses and purposes expressly provided for in each case. Likewise, we inform you that Natura online has implemented the necessary technical and organisational measures to guarantee the security of your data and prevent its alteration, loss, processing or unauthorised access, taking into account the state of technology, the nature of the stored data and the risks to which they are exposed, all in compliance with the provisions of Title VIII of Royal Decree 1720/2007, of 21 December, implementing the Spanish Data Protection Act (LOPD).
Please also note that the providers or issuers of the payment methods used may have adopted other anti-fraud measures not controlled by Naturaselection.com and which may result in the rejection of certain types of transactions. Naturaselection.com does not control nor is it responsible for any damages that may arise from the application of the policies approved by the various providers or issuers of payment methods.
The use of a payment method owned by a third party is prohibited except where the express authorisation of such third party has been obtained, the burden of proving such authorisation resting on the user, who shall assume all damages and losses caused to Naturaselection.com.
Invoice
Naturaselection.com will send you the purchase receipt in paper format together with your order. Invoices may be downloaded from the orders section.
Orders shall always be accompanied by an invoice. For this purpose, the customer must enter their ID number or equivalent national identification document in the corresponding field during the purchase process.
Delivery
Delivery takes place at the moment you receive the order at the address indicated for shipment. For this purpose, the recipient must sign the delivery note or document proving delivery of the order. Signing the delivery note does not imply conformity and only serves as proof that delivery has taken place. It therefore does not affect your contractual rights nor imply acceptance of a product in poor condition. Without prejudice to your contractual and legal rights, we kindly ask that, in order to process any incident related to the shipment of the goods, you notify us within no more than 24 hours of any incident related to the shipment, such as lack or loss of any of the purchased products, damaged product, opened goods, etc. Please note that signing the delivery note is necessary in order to deliver the product, therefore you must ensure that other persons may receive the purchase on your behalf. Natura Selection accepts no liability for receipt by another person on your behalf without the appropriate authorisation when such receipt is correctly carried out at the indicated delivery location.
Home delivery shall be made from Monday to Friday from 10am to 8pm. We do not make deliveries on Saturdays or Sundays.
Delivery entails the transfer of risk and, consequently, any deterioration of the products, loss or theft occurring from that moment onwards shall not be the responsibility of Natura Selection.
Natura Selection does not accept PO boxes as valid home delivery addresses. In the event that the Contract includes a PO box address, the contract shall not be valid nor therefore binding upon Natura Selection, which may nevertheless notify such circumstance and reverse any charges made.
The delivery times are as follows:
- Home delivery:
To mainland Spain and the Balearic Islands: estimated delivery 24-72 business hours
To the rest of the world between 3 and 11 business days depending on the country and type of shipment.
These periods may be affected during special times such as sales, the Christmas campaign or Black Friday, or by adverse situations beyond Natura’s control such as strikes and service disruptions.
The transport company will send you an email confirming the expected delivery date of the package. After the delivery attempt, if the company has not been able to locate you at the indicated address, the package will be deposited at the nearest service point so that you may collect it whenever convenient for you.
You may track your order and check its status at any time through the tracking portal.
Exchanges and returns
Natura offers you the possibility of exchanging or returning your purchases within a maximum period of 30 calendar days from the delivery date. For hygiene and safety reasons, exchanges and returns of masks and other Covid-19 protection products, underwear and intimate swimwear shall not be accepted.
For exchanges or returns of purchases under promotions where the discount applies to a single item or promotions with a discount on the total purchase amount, the amount to be refunded shall be the amount paid by the customer for the item, as shown on the purchase receipt, and not the price the item had without the promotion. If discount coupons were used for the purchase, please note that the value of the discount coupon used shall not be refunded.
All amounts previously charged by Natura that must be refunded to customers in accordance with the provisions of this clause shall, where possible, be refunded using the same payment method used during the purchase.
The conditions established for returns in this clause shall be understood without prejudice to the mandatory rights granted to consumers under applicable legislation. Consequently, when the return is made within the first 14 days from the moment of delivery, the provisions of Articles 68 and following of the Consolidated Text of the General Law for the Protection of Consumers and Users approved by Royal Legislative Decree 1/2007 of 16 November shall prevail over the provisions of this clause.
Naturaselection.com reserves the right to reject returns sent outside the established period.
Exchanges:
To make exchanges, you must go to any physical store. You must present your e-ticket/invoice at the checkout and you may exchange the item(s) for another size, colour or item. If you wish to exchange sizes or colours without going to a physical store, you must return the original item(s) and place a new order with the desired colour or size through the Natura website.
We remind you that for hygiene and safety reasons, exchanges of masks and other Covid-19 protection products, underwear and intimate swimwear shall not be accepted.
Returns:
Returns may be made in a physical store or through our courier service. We remind you that for hygiene and safety reasons, returns of masks and other Covid-19 protection products, underwear and intimate swimwear shall not be accepted.
If you wish to make the return through one of our physical stores, you must present your e-ticket/invoice at the checkout and you will receive a voucher redeemable for the value of the returned item(s). Initial shipping costs shall not be refunded (if they were paid by you) even if the entire order is returned.
If you wish to make the return through the courier service, we recommend following these steps:
1. Go to the returns portal by entering the order number and shipping postal code.
2. Once you have completed the return request, you may download the return label from the same portal, print it and attach it to the outside of the package.
3. Take the package to the DHL Service Point that is most convenient for you. Please remember that you will almost always have a ServicePoint less than 10 minutes away where you can return your order without waiting and at the time most convenient for you. Check here for the nearest drop-off points.
4. Please wait until we receive the items and verify that their condition is correct. If everything is fine, we will send you an email confirming the refund, which shall be processed within a maximum period of 7 business days.
Natura will refund the amount of the returned items, but not the initial shipping costs (if they were paid by you), unless the return is due to an error on our part. Natura shall bear the return shipping costs exclusively within the Schengen area excluding Denmark, Sweden, Norway, Finland, Switzerland, remote areas or the Canary Islands. In all other areas, the customer shall bear the full return costs.
When the return is because the item did not meet your expectations, we also offer the option of free return through a DHL courier service point. If this service is not used, the customer must send the package to us and we shall not assume the shipping costs of such shipment. Natura shall bear the return shipping costs exclusively within the Schengen area excluding Denmark, Sweden, Norway, Finland, Switzerland, remote areas or the Canary Islands. In all other areas, the customer shall bear the full return costs.
Incidents (errors with your order and defective items):
In these cases, we recommend managing incidents by email following these steps:
3.1-Immediately contact our Customer Service department to obtain a defect code. You must indicate the order number, the reference of the defective item and a description of the defect by sending a message through the chat on our website.
3.2-Place the defective item together with the Return Form in a box.
3.3-A courier authorised by Natura will collect the package from your home or the address indicated to our customer service department.
3.4-Once the item has been received, Naturaselection.com shall carefully examine the returned product. In the event that the item is defective, we shall proceed with its replacement. The replacement shall be made as soon as possible and, in any case, within 7 days following receipt of the item at Naturaselection.com. In the event that stock is unavailable, the amount shall be refunded within 7 days. In this case, the initial shipping costs shall also be refunded.
The provisions of this clause regarding the return of defective products shall be understood without prejudice to the mandatory rights granted to consumers to repair or replace the product, reduce the price or terminate the contract in accordance with the provisions of Chapter II, Title V, Book II of the Consolidated Text of the General Law for the Protection of Consumers and Users approved by Royal Legislative Decree 1/2007 of 16 November.
If, therefore, you wish to go to a physical store to make a return due to a defect, you will receive a voucher redeemable for the value of the defective item(s). In this case, the initial shipping costs shall not be refunded (if they were paid by you).
Natura shall bear the return shipping costs exclusively within the Schengen area excluding Denmark, Sweden, Norway, Finland, Switzerland, remote areas or the Canary Islands. In all other areas, the customer shall bear the full return costs.
Force majeure or unforeseeable circumstances
Naturaselection.com shall not be liable for total non-performance, defective performance or delay in the fulfilment of any of its obligations where caused by force majeure or unforeseeable circumstances. Any time-related obligations that may exist shall be suspended during the entire period in which the force majeure or unforeseeable circumstance continues, resuming once such circumstance has ceased.
Customer service:
If you have any questions, suggestions, complaints or wish to make any enquiry regarding our online store, please contact Naturaselection.com Customer Service through the chat on our website.
In accordance with the provisions of Article 27.3 of Law 11/1998, of 9 July, on consumer protection, we inform you that complaint forms are available at the registered office of Natura S.L. Additionally, complaint forms are available in all our stores in the name of the company owning the establishment.
Natura Selection, S.L. shall resolve complaints addressed to it as quickly as possible and, in any event, within a maximum period of one month. If such complaint is not satisfactorily resolved, you may access the out-of-court dispute resolution system indicated in the previous point.
Entire agreement:
These General Terms and Conditions of Purchase and any document expressly referred to herein (such as specific clauses or conditions established for certain products and duly accepted by you at the time of accepting the purchase thereof), constitute the entire Agreement, replacing any other agreements or arrangements that the parties may have entered into verbally or in writing prior to the conclusion of the Agreement.
Applicable Law:
The law applicable to the Agreement shall be Spanish Law, without prejudice to cases in which the mandatory laws of other States may become applicable.
Right of withdrawal:
You have the right to withdraw from this contract within 14 calendar days without giving any reason.
The withdrawal period shall expire after 14 calendar days from the day on which you or a third party indicated by you, other than the carrier, acquires physical possession of the goods.
To exercise the right of withdrawal, you must notify NATURA SELECTION, S.L., calle Ecuador, 55, 08029 – Barcelona (Spain); 934449120, help@naturaselection.com. Please include your name, your full address and, where available, your telephone number, fax number and email address, of your decision to withdraw from the contract by means of an unequivocal statement (for example, a letter sent by post, fax or email). You may use the model withdrawal form set out below, although its use is not mandatory.
You also have the option of completing and submitting electronically the Withdrawal Form.pdf.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of this right before the withdrawal period has expired.
The consumer shall be responsible for bearing the costs of returning the product.
Consequences of withdrawal:
In the event of withdrawal on your part, we shall reimburse all payments received from you, including delivery costs (with the exception of additional costs resulting from your choice of a delivery method other than the least expensive standard delivery method offered by us) without undue delay and, in any event, no later than 14 calendar days from the date on which we are informed of your decision to withdraw from this contract, failing which unjustified delay shall apply, with the obligation to return double the amount owed. We may withhold reimbursement until we have received the goods, or until you have supplied evidence of having sent back the goods, whichever occurs first.
We shall carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you shall not incur any fees as a result of the reimbursement.
You shall only be liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
The right of withdrawal shall not apply to contracts relating to: a) the supply of goods made to the consumer’s specifications or clearly personalised. b) the supply of goods liable to deteriorate or expire rapidly. c) the supply of sealed goods which are not suitable for return for health protection or hygiene reasons and were unsealed after delivery. d) the supply of sealed audio or video recordings or sealed computer software which were unsealed by the consumer after delivery.
Legal Warranty:
In addition to your legal rights and the 14-day right of withdrawal, customers in the European Union (except the United Kingdom) shall have a post-sale warranty of three years from the date of delivery of the product for the repair or replacement of products purchased from Natura if they are defective or not as advertised. You may request reimbursement or a price reduction when repair or replacement of the product has not taken place within a reasonable period of time or without significant inconvenience to you.
If, as a consumer, you consider that your rights have been violated, you may submit your complaints through the chat on our website in order to request an out-of-court dispute resolution. In this regard, in accordance with EU Regulation No. 524/2013, we inform you that you are entitled to request out-of-court consumer dispute resolution accessible through the Internet address http://ec.europa.eu/consumers/odr/
