BALLISA GENERAL TERMS AND CONDITIONS
These "General Terms and Conditions" govern the purchase of products through the website https://www.ballisa.com. Said website is owned by SANLIS and aims to define the rights and obligations governing the sales contract signed between the Customer and BALLISA.
Consumer rights are covered by the laws and other regulations relating to consumer protection in the Customer's country of habitual residence. Therefore, among other things, the time limits relating to the legal product warranty and those relating to presumptions of non-conformity that appear in these General Terms and Conditions only apply to orders placed in France. For orders placed on the website and outside France, the separate deadlines and conditions set out in Directive (EU) 2019/771 of the European Parliament and of the Council of 20 May 2019 on certain aspects of contracts for the sale of goods, amending Regulation (EC) No. 2017/2394 and Directive 2009/22/EC and repealing Directive 1999/44/EC, and, where applicable, applicable national legislation, apply.
These General Terms and Conditions are formulated in accordance with the provisions of Directive (EU) 2019/771 of the European Parliament and of the Council of 20 May 2019 on certain aspects of contracts for the sale of goods, Law 7/1996 of 15 January on the Organisation of Retail Trade, Law 7/1998 of 13 April on General Conditions of Sale, Law 34/2002 of 11 July on Information Society Services and Electronic Commerce, Royal Legislative Decree 1/2007 of 16 November approving the revised text of the General Law for the Protection of Consumers and Users and other complementary laws, Law 16/2011 of 24 June on Consumer Credit, the Civil and Commercial Codes, and other implementing regulations.
This online store is intended exclusively for consumers, whether natural or legal persons acting outside of their commercial activity, business, position, or profession (hereinafter referred to as the Customer). Only consumers may exercise the rights set forth in these General Terms and Conditions and those recognized by consumer protection regulations.
The effective purchase of any of the products offered on the BALLISA website implies acceptance of the General Terms and Conditions indicated here, as well as acceptance of the Special Conditions that may apply to the purchase of certain products and which are also made known to the Customer in the pre-contractual information provided prior to purchase.
BALLISA may modify the content of these General Terms and Conditions at any time; therefore, it is advisable to read them each time a new purchase is made. Any modification to the General Terms and Conditions will not affect product purchases made prior to the modification; the General Terms and Conditions in force at the time the contract was concluded will apply to such purchases.
1. COMMUNICATIONS WITH BALLISA
The Customer may contact BALLISA by email at Contact@ballisa.com. The email address provided is intended to allow Customers to submit any questions or suggestions they may have regarding the brand or these General Terms and Conditions, as well as to request changes, exercise the legal warranty on products, request technical assistance, request returns, request after-sales service, etc.
We also provide the telephone number +33 749 276 467, available during business hours, Monday to Friday, from 9:00 a.m. to 3:00 p.m.
2. PRODUCTS AND THEIR CONTENTS.
The products offered and their main features and functionalities are listed on the website https://www.ballisa.com, each containing information relating to the product description, its composition, and, where applicable, other detailed information. Photos and, in most cases, videos illustrating each product are also presented.
BALLISA may, at any time, add new products to the offerings or withdraw any product offered from sale.
BALLISA strives at all times to guarantee the availability of all products offered for sale on the website. However, in the event that a purchased product is unavailable and cannot be delivered on the originally agreed delivery date due to exceptional circumstances, the customer will be informed of the new expected delivery date and will have the option to cancel the order and obtain a refund of the total price paid.
However, if the product is unavailable and no replacement stock is planned, the customer will be informed and the order will be canceled by BALLISA, and the customer will be refunded the full price paid.
3. PRICES AND TAXES
The prices (RRP) of each product offered for sale are expressed in euros and, where applicable, it is expressly indicated whether it is subject to an offer. Product prices may change at any time, except for limited-time sales promotions. Price changes will not affect orders already placed.
Prices (RRP) include VAT.
4. SHIPPING COSTS
If there are shipping costs, these will be borne by the customer. The cost of shipping products will depend on various factors, including the amount of the order and its destination.
To know the exact cost of the order, we recommend that you add the products to the basket and indicate the delivery address, this being automatically calculated according to the delivery location and the characteristics of the product.
5. DELIVERY TIMES AND TRACKING
Delivery times are estimated and correspond to the following ranges:
Mainland Spain, the Balearic Islands, and Portugal in 24-48 hours.
Canary Islands, Ceuta, Melilla, and Europe Zone 1 (Germany, Austria, Belgium, Denmark, France, Italy, the Netherlands, Poland, and the Czech Republic) in 48-72 hours.
Rest of Europe in 2-5 days.
BALLISA will send you a purchase confirmation email, followed by a second email with shipment tracking information once the order has been prepared and shipped from the warehouse.
The order dispatch email will contain shipment tracking information. These details may vary depending on the shipping agency chosen.
If you created an account when placing your order, you can also view the tracking information online.
If your tracking number doesn't work, don't worry. Please note that the carrier takes a few hours to enter the tracking number into the system and only ships on business days.
* For deliveries outside the European Union or to the Canary Islands, Ceuta, and Melilla, customs fees at the destination or other taxes (customs duties) are not included. If applicable, the recipient will be responsible for all import fees and taxes incurred at the destination customs office, whether or not the goods are delivered. Whenever possible, orders will be shipped as quickly as possible, but the destination country's regulations for importing the requested items must be taken into account, as BALLISA assumes no responsibility for these regulations. BALLISA will not be held liable for the effects of strikes, wars, or other circumstances beyond its control. BALLISA will also not be liable for delays in customs clearance, nor if local authorities decide to confiscate any item contained in a shipment.
Under no circumstances may BALLISA be held liable for a failure to meet delivery deadlines when the delay was not due to its own will or cause, or if the Customer could not be located using the information provided by the Customer.
Without prejudice to the rights granted to consumers by French law, BALLISA will not be liable for delays or failures in the shipment and delivery of products in the event of extreme circumstances that make it impossible to make deliveries and disrupt or interrupt the normal operation of public services, infrastructure, and communication networks, and/or the movement of goods and people, such as acts of civil unrest, natural disasters, critical health situations, or any other extraordinary circumstances.
The order will be considered delivered when the carrier delivers the package to the Customer. It is the responsibility of the Customer or, where applicable, the person to whom he delegates delivery of the product, to check the condition of the goods upon receipt and to indicate any anomalies he detects in their external or internal packaging on the delivery receipt slip.
6. GOODS INSPECTION
If the Customer finds that the goods arrived damaged, with visible damage to the outer or inner packaging, they must note this on the delivery note from the transport company. If they subsequently discover that the product presents a lack of conformity attributable to transport, they may contact BALLISA to resolve the incident by email at Contact@ballisa.com.
The Customer must provide documentation and/or photographs of the condition of the product, the boxes, and the transport company's labels. These images will serve as evidence to verify the condition of the product and facilitate any claims.
If a third party other than the Customer signs for receipt of the goods on their behalf, it is important that the Customer inform the recipient that the goods must be inspected upon delivery and that any visible damage must be noted on the delivery note in the manner indicated above.
If the damage is not shown on the delivery note and is not reported, InnovaGoods will not be able to resolve the incident reported by the Customer or file the appropriate claims with the Transport Agency.
Similarly, the Customer is advised to keep the original product boxes and packaging until they verify that the product received is in perfect condition and corresponds to the product purchased. Likewise, the Customer is advised to keep the original packaging of the products in case they wish to cancel within the legally stipulated period.
If the Customer experiences any other type of incident related to the goods received, such as receiving a single product instead of several products in the order, or a product different from the one indicated on the invoice or proof of purchase, etc., they can contact BALLISA by email at Contact@ballisa.com.
7. CANCELLATION OF ORDERS
Once the product has been shipped, it will not be possible to cancel the order. However, if the customer wishes to cancel the order, and if it was recently placed, we recommend contacting BALLISA as soon as possible. They will inform them of the order status and the possibility of canceling it.
8. EXCHANGE AND REFUND POLICY. WARRANTY
To exchange a product, you must first return it and then purchase the new product.
Refund for withdrawal of the product purchase.
You can return it for withdrawal of purchase (if you don't like the product, you expected something else, or you simply want to return it) as long as you are within the 14-day period.
Send us the following information to our email address Contact@ballisa.com requesting the return. In the subject line, you must indicate "Return for withdrawal of order: [order number]" and in the email content, you must indicate:
Order number
Customer name
Product to be returned
For us to accept this return, the product must meet the following conditions:
It is necessary to return the same product that was delivered. Remember to include the instructions and accessories in the box.
The packaging must be original and in the same condition in which you received it.
The product must be clean and in good condition.
The customer should also be aware that certain products, by their very nature, do not qualify for a return. For example, we include medical and/or personal hygiene devices.
After receiving the return/return request email, BALLISA will send the customer instructions for shipping the product. The cost of this shipping will be borne by the customer. After BALLISA receives the product, the previously stated conditions will be reviewed. BALLISA reserves the right to issue a partial refund, less any loss in value resulting from use that is not in accordance with the agreement or the nature of the product.
If the return conditions are correctly met by the Customer, a payment of the product's retail price will be made.
Refund for product breakage/damage during shipping.
During shipping, products may be damaged and not arrive in perfect condition. In this case, two very important factors must be respected:
The Customer has 48 hours from the delivery of the order to report the incident to the email address Contact@ballisa.com.
Photos of the product's condition, as well as the shipping company's boxes and labels, must be attached. These images will serve as proof when filing any claims with the shipping company.
Send us the following information to our email address Contact@ballisa.com requesting the return. In the subject line, you must indicate "Return for broken/damaged product, order number: [order number]" and in the email body, you must indicate:
Order number
Customer name
Broken/damaged product
Photographs and proof of the broken/damaged product.
BALLISA reserves the right to resolve this type of incident by submitting a new product or issuing a refund.
Return due to defective/incorrect order shipment.
If you receive a product that doesn't match what you purchased, it may be due to a packaging error or a shipping company mislabeling the product. If this is the case, remember that you have 48 hours to report the incident.
Send us the following information to our email address Contact@ballisa.com requesting a return. In the subject line, you must indicate "Return due to product defect/error, order number: [order number]" and in the email body, you must indicate:
Order number
Customer name
Products with defect/error.
Return due to product defect/error. Warranty.
Photos of the product's condition, as well as the shipping company's boxes and labels, must be attached. These images will serve as proof when filing any claims with the shipping company.
Send us the following information to our email address Contact@ballisa.com requesting the return. In the subject line, you must indicate "Return for broken/damaged product, order number: [order number]" and in the email body, you must indicate:
Order number
Customer name
Broken/damaged product
Photographs and proof of the broken/damaged product.
BALLISA reserves the right to resolve this type of incident by submitting a new product or issuing a refund.
Return due to defective/incorrect order shipment.
If you receive a product that doesn't match what you purchased, it may be due to a packaging error or a shipping company mislabeling the product. If this is the case, remember that you have 48 hours to report the incident.
Send us the following information to our email address Contact@ballisa.com requesting a return. In the subject line, you must indicate "Return due to product defect/error, order number: [order number]" and in the email body, you must indicate:
Order number
Customer name
Products with defect/error.
Return due to product defect/error. Warranty.
In the specific case of certain products considered "non-durable goods," such as batteries, it is not possible to use them properly without their consumption. Therefore, the warranty will apply based on their fungible nature and specific characteristics such as lifespan, specified charging cycles, etc.
To exercise the warranty, the Customer must retain the invoice or proof of purchase. The product sent for repair or replacement must correspond to the one sent by BALLISA, attaching the invoice or proof of purchase, and must be perfectly packaged and protected. If the product arrives at BALLISA facilities with damage attributable to defective packaging or protection, the repair may not be covered by the warranty, and the Customer will be informed accordingly.
9. COMPENSATION
BALLISA is not liable to compensate the customer or third parties for the consequences of misuse of the product, whether direct or indirect damage, personal injury, damage to property unrelated to the product, loss of profit, or loss of earnings.
Similarly, we remind you that BALLISA does not cover damage caused by external factors such as power surges or drops, short circuits, atmospheric phenomena, fire, water, abnormal use of the product, burns, cuts, friction, creases, marks, scratches, or other damage that may be caused by animals, accidental drops, or improper use, as well as the use of or contact with chemicals or treatment with unspecified cleaning products.
10. PAYMENT METHODS
The user must pay the amount corresponding to their order using one of the payment methods enabled at the time of purchase (Visa, MasterCard, PayPal, American Express, and/or other similar cards).
11. CUSTOMER SERVICE AND COMPLAINTS
In the event of a disagreement or dispute regarding these General Terms and Conditions and/or BALLISA, and in order to reach an amicable solution, the Customer may also contact the European Consumer Dispute Resolution Platform provided by the European Commission at the following address:
https://webgate.ec.europa.eu/#
12. COPYRIGHT
All rights in the website design, text, graphics, logos, and other content, as well as the interfaces, selection, and arrangement thereof, belong to SANLIS or its licensors. Any use of the material on this website, including reproduction, modification, distribution, or republication, is strictly prohibited.