Terms & conditions

1. Delivery and packaging costs

Delivery and packaging costs are not included in the sale price and will be shown before finalization of the purchase, with respect to the mailing address for each order. Sending costs to the Canaries, Balearic Islands, Ceuta and Melilla, and areas not belonging to the European customs union do not include import costs/tariffs, which will be paid in cash at the destination by the recipient of the merchandise.

 

2. Ordering

To make an order, it is necessary to connect to www.thedorje.com and register as a user, filling out the electronic form that appears on the store’s web page and following the instruction indicated in it. After registering, and to proceed to buy products, add the product you wish to acquire to the shopping basket, according to the on-screen instructions, filling in to this effect the order form supplied and validating it. The prices and offers presented on the website are only and exclusively valid for online orders made in www.thedorje.com and may not be the same as prices and offers on display in other stores. All published prices in our website are with VAT included.

Validation of the order by the customer expressly supposes the knowledge and acceptation of these general contracting conditions as part of the establishment of the contract. Unless otherwise proven, the data registered by Dorje Design SL constitute the proof of the series of transactions made between Dorje Design SL and its customers.

Once the purchase is made, and in the shortest possible delay, always before 24 hours have passed since the execution of the purchase, the Customer Care Service of www.thedorje.com will send an email checking the purchase. If you are not in agreement with the data contained in this confirmation you can ask for it to be modified or annul the contract.

Dorje Design SL will issue a physical invoice, which, once the order is sent to our warehouses, can be downloaded from the “My Orders” section in “My Account”. Dorje Design SL warns that it is not able to modify the sales invoices at a later date, in accordance with current legislation (Royal Decree 1496/2003 on invoicing rules, amended by Royal Decree 87/2005). The invoice will be issued in the name of the physical person or company making the order, for which the customer should ensure he or she makes the order in the correct name. It will not be possible to change this later.

 

3. Product availability

The selection of products offered in www.thedorje.com is valid as long as the products are visible on the website, according to available stock limits. In dealing with electronic commerce, the stock will update online and it could happen that eventually, during the purchasing process, the stock is exhausted and it is impossible to continue with the sale-purchase that has been started. The date at which we can send a product(s) from our warehouses will appear in the information for the product.

 

4. Sending modes and delays

The products are sent to the mailing address the customer has indicated in the order. They will be received at the address indicated within 1 to 10 working days. If this is not possible, the estimated delay will be communicated by email. Where an order for several items with different availabilities has been made, the delay for sending will take into account the latest expected delivery date. In exceptional cases, Dorje Design SL will reserve the right to divide up the order, sending available articles forthwith while leaving unavailable articles to be sent later. In such a case, the second sending will be made without any additional cost. We offer different delivery methods so that your order arrives in the most convenient and appropriate manner according to your needs.

Delivery to home address: For the transport and delivery of the packages, we have chosen a known and prestigious courier company. The service does not deliver on Saturdays, Sundays or holidays. In the case that the customer detects a problem at the moment of delivery of the order (torn packaging, missing or deteriorated products), he or she must indicate this in writing on the courier’s delivery note, and contact our Customer Care Service delivery@thedorje.com by email within 7 days of receipt. No refund will be made for a damaged article, or missing item, if this has not been communicated within the period established. All this is so, without prejudice to the guarantees for products which do not conform to the contract entered into by each consumer according to the legislation in force.

 

5. Payment

 Dorje Design SL offers various payment methods so that you can choose which is the most convenient for, and adapts best to, your needs:

Payment by Credit Card: you can use Visa, Maestro and Amex. If you make a payment with VISA card or Maestro, the charge to your card will be deferred until the moment the item(s) are sent. Where the PoS Terminal informs that your card has been rejected, the order will be automatically cancelled, informing the customer online of the annulment. For payments made with cards issued outside of Spain, it is necessary that the issuing bank is accepted by the Safe Electronic Commerce (SEC) security protocol. Payments with cards that do not fulfill this requirement will not be accepted. An alternative is to pay by transfer. For security reasons, Dorje Design SL reserves the right not to accept certain operations made by credit card. In the case where an order is cancelled once the amount has been charged, this will be reimbursed to the original credit card by which the payment was made. In such cases, and if the customer is interested in continuing with the purchase of the items, we will request a bank transfer.

Payment by Transfer: This payment method is limited to orders for an amount over 100 euros. Bank transfers can be made to the following account: 0049 5163 03 2816269801.

To facilitate and assure transfers made from outside Spain, please provide the issuer with the BIC and IBAN codes, i.e.: ES31 0049 5163 0328 1626 9801.

You have a period of 7 working days to make the transfer after having made an order. The order will not be considered as effective until the corresponding deposit has been confirmed and, therefore, the delivery period will begin as of that date.

Payment by Pay-Pal.

 

6. Right of withdrawal

If you are not satisfied, you can seek a refund for your purchases via www.thedorje.com. Prior to this, you should contact our Customer Care Service, an essential step whatever the motive for the refund. You can do this by sending us an email to: delivery@thedorje.com. We will indicate how you should return the item(s). The maximum delay for requesting the refund is stipulated as 15 days from the receipt of the order.

The circumstances in which a refund can be made are as follows:

a)     If the product you have ordered does not satisfy you, you can return it by courier to Dorje Design SL. You must enclose the purchase receipt, as well as the item’s case in a perfect condition. We will reimburse the price of the product, but neither the cost of returning the product nor the delivery costs paid as part of the order.  

b)     If you wish to change one item for another, the return costs and new delivery costs will not be assumed by Dorje Design SL.

c)     Defective product:  Without prejudice or affecting the right to guarantee, Dorje Design SL offers the possibility of requesting the replacement of a product, with an identical one in perfect condition, within 15 days of receipt of the first. Once Dorje Design SL receives the defective product we will send you a replacement. In such a case, the replacement will always be of the same item or reference. You will only be billed for the first sending; Dorje Design SL will assume the cost of the return the product and the sending of the replacement.

d)     Product which, by error, does not correspond to the order: Dorje Design SL will assume the costs of collecting the wrong product and delivering that corresponding to the order made.

e)     In the case where it consists of a gift: this can be replaced as long as it is in perfect condition. The purchase price will never be reimbursed in such a case, but the item can be replaced by one of the same value or higher, or, in its case, a gift token for the amount of the product, as long as the purchase can be justified. The cost of returning the product and the price difference, in the case that there is one, will be charged to the person making the change.  

 

For all cases of withdrawals, the postage and product return costs will be as foreseen by Royal Legislative Decree 1/2007 and complementary regulations. The return of products not acquired in Spain will not be accepted.

In all cases, the products must be in perfect condition, in their original packaging and, where applicable, with the manuals, accessories and promotional gifts included.

 

7.  Product guarantee

The period of guarantee is for one year, except for those pieces with cords, in which case it is six months. It is obligatory, from the moment the product is delivered, and including in the delivery, that there are no defects caused by negligence, knocks, incorrect use or undue or material manipulations that are not due to wearing out by use.

Unless proved to the contrary, it will be presumed that any non-conformity which manifests itself in the six months after the delivery of the product, whether it be new or second hand, already existed when the product was delivered, except when this presumption is incompatible with the nature of the product or the kind of non-conformity concerned.  

Dorje Design SL reserves the right to request the verification of the origin of a problem by a technical service. In the case where the defect is deemed to have been provoked by misuse, the repair will be chargeable. In those cases which justify the application of the guarantee, the product will be repaired or replaced, or a discount or refund will be given, according to legally established terms.

 

8. Refund of the amount(s) paid

A refund will be carried out via the payment entity used in the purchase. In this case, the refund will be made by bank transfer. In the case where the total or partial payments are made by gift token, these can neither be reimbursed in cash nor by transfer nor by card. The refund of purchases made via gift tokens will be made exclusively by a gift token for the same amount as that was paid via the said payment entity.

Dorje Design SL will not reimburse the amount, or perform any resending of merchandise, until the reception of the item, and state of packaging and accessories of the item subject to a possible refund or replacement by our warehouses, has been verified. The price to be reimbursed is that which originally figured in the order, except transport costs. Once the correct state of the product returned has been verified, Dorje Design SL will proceed to reimburse the amount within a period of 30 days.

 

9. Applicable legislation

The terms and conditions that govern the Portal, as well as the relations that could derive from it, are protected and remain subject to Spanish legislation. For the resolution of any type of controversy, litigation or discrepancy that could arise between the user and Dorje Design SL, from the use of the Portal, it is agreed it will be submitted to and settled by the Courts and Tribunals of Madrid.     

10 Our right to modify these conditions.

We reserve the right to review and modify the present Conditions at any time. You are subject to the policies and Conditions which prevail when each order is placed, unless stated otherwise by law or in decisions made by governmental bodies, which force us to alter our policies, Conditions, or "Privacy Declaration," in which case, the possible alterations will also affect orders previously made by you.