Terms of service
1) General Sales Conditions
By processing orders on this website, you acknowledge, understand, and accept the General Sales Conditions available at the time of access, as these may change to comply with current legal regulations.
2) Item Prices
All items shown on our website include VAT and are priced in Euros (€).
3) Shipping Costs
Spain
We work with various transport companies, such as:
UPS, Nacex, Correos
– Free shipping for purchases over €120.
Other countries
We work with different transport companies tailored to each customer.
4) Payment Methods
Visa: When selecting this option, the transaction will be processed through the “Virtual POS” of our partner entity. All customer-provided data is handled directly by this entity.
sorra.es is not involved in this process, meaning your credit card information is not stored in any database but is sent directly to the POS (Point of Sale Terminal of the Bank). This is the fastest option since once the Bank confirms the payment, the order will be prepared for shipment.
5) Delivery Times
The standard delivery time is 48/72 hours, provided the product is in stock. If not, delivery may take approximately 5-7 business days depending on the item.
Once we receive confirmation of purchase, the order will be processed and dispatched within 48/72 hours to the delivery service, which will then transport it to the customer’s final destination. Delivery times always start from the first business day following confirmation of payment.
If the order takes longer to deliver, we will notify the customer either by phone or email.
Order Receipt
Upon receiving your order, verify two things before signing the delivery note:
1. That the received item matches the purchase made. If in doubt, feel free to call us for verification in the presence of the courier. If the received item does not match the requested reference, call us, and we will resolve the issue as soon as possible.
2. That the package is in good condition. If you notice defective packaging, a crushed, open, or damaged package, note this on the carrier's delivery note before signing to accept the order.
6) Exchanges and Returns
If you wish to return or exchange a product, you have 30 business days from the delivery date to return it. (According to Article 44 of Law 7/1996, of January 15, Retail Trade Regulation, amended by Law 47/2002, of December 19.)
The product must be in perfect condition and in its original packaging, including all labels, which must not have been removed. We will not accept returns of packages that are externally defective, poorly packaged, or not in the original box sent by us. The cost of shipping the return or exchange to our warehouse is the responsibility of the customer.
It is important that the products being returned or exchanged are properly packaged. If the products are damaged due to improper packaging, we will not accept the return.
To initiate a return, the customer should access their account => Order History and indicate which order or product they wish to return.
Once we receive the merchandise in our warehouse and confirm all the above conditions are met, www.sorra.es will accept the product return and refund the purchase amount according to the payment method used, or if applicable, send the new product.
In the case of a size or product exchange, the customer will bear the shipping costs of the new order.
- If payment was made by credit card, the refund will be credited to the same credit card used for the purchase.
- If you paid by Visa, the refund will be made automatically to your card once the product is reviewed, within a maximum period of 14 days.
Please contact us via email at order@sorra.es.
In case of returns, shipping costs will be borne by the buyer, and the shipping costs of the original purchase will not be refunded under any circumstances.
NO CASH ON DELIVERY RETURNS WILL BE ACCEPTED.
Before proceeding with a return or exchange, please contact us at order@sorra.es.