2. PARTICULAR CONDITIONS OF CORREOS MARKET APPLICABLE TO CUSTOMERS
CORREOS reserves the right to modify at any time these Terms and Conditions and any other general or particular conditions, regulations, instructions or notices that may apply. In addition, CORREOS reserves the right to suspend, interrupt or stop operating on the Platform at any time.
The use of this Platform implies the full acceptance by the Client, before making the payment of the purchase of any product, of all the Terms and Conditions of the Platform each time it is accessed, so, if they do not agree with any of the conditions established herein, you must not use this Platform or purchase the products found therein.
2.1 SERVICE DESCRIPTION
The service consists of a set of tools that allow Customers to buy on the Platform and acquire products from different Sellers, as well as from CORREOS.
The Customer may purchase any product that is put up for sale on this Platform as long as it is available and in stock.
In order to make a purchase of Products on the Platform, the Customer has several options:
1. Unregistered Customer: The Customer may make the purchase of products without having to register on the Platform through the form and acting as "Unregistered Customer". Although there will be products in which this functionality is not available, since, by its nature, the Customer is required to register previously for the purchase of the product and must therefore purchase as a "registered Customer".
2. Registered Customer: The Customer may make the purchase of products by registering on the Platform through the registration form provided, for this the Client accepts the conditions and Data Protection Policy contained in CORREOS ID. The Customer will have the option to register both at the end of the purchase tunnel and at any time, without the need to make a purchase.
2.2. ORDER PROCESSING
The Products will be presented and made available to the Customer on the Platform with a description informing the Customer of the essential characteristics of the product and its price.
Both the description, the indicated price, and the applicable taxes, are established by the Sellers under their sole responsibility.
The products that Customers wish to purchase must be selected and added to the shopping cart, by clicking on the corresponding icon.
Units of the selected item or items can be added to the shopping cart.
Once the products to be purchased have been decided, the Customer will go to the next step to acquire them, either as a Customer not registered or as a Registered Customer (see point 2.1):
to. Clients registered on the Platform: The data will be provided by the Client at the time of registration through Correos ID, and must provide a minimum information that is necessary for verification and registration in Correos ID, so, unless otherwise warned, the lack of completion will prevent the Client's registration on the Platform. To complete the registration, the customer must accept the Terms and Conditions and the Data Protection Policy of Correos ID.
Personal data are: Identification and contact data (e.g. name, email, telephone number, address, NIF).
b. Customers not registered on the Platform: When making the purchase of a product as an unregistered Customer, personal data will be provided through the completion of the form enabled for this purpose. The unregistered Customer must provide information that is necessary to process his order, so, unless otherwise warned, the lack of completion will prevent the provision of the service. These data are: identification and contact data (Name, Surname, Email, and Telephone Address, Postal Code, City and Country)
To complete the purchase of products, the unregistered Customer must accept the Terms and Conditions and the Data Protection Policy.
The personal data that will be incorporated into our database in order to be able to process the order and facilitate the delivery of the purchase. The personal data must be indicated with all accuracy to avoid confusion or incidents in the shipment of the item (s) purchased.
You must choose the type of shipment of the order or the method of collection where appropriate, the form of payment and the discount code that may be applicable in your case.
Once the above information has been completed, the acceptance box of the terms and conditions must be checked, and the order must be confirmed by clicking on "confirm order and payment".
For payments by credit or debit card, the charge will be made online, that is, in real time, through the payment gateway of the corresponding financial institution, once it has been verified that the data communicated are correct.
Once the transaction is confirmed, the Customer will receive an email (indicated above by the Customer) within 24 hours, where he will be informed of the availability or not of the Product(s) ordered and thus confirm the order placed, which will be charged to the Customer according to the payment method agreed at the time of purchase.
If the order is confirmed, a description of the order and the order number that guarantees that the purchase has been made correctly will be informed in the email.
Non-receipt of this message may be due to some transient problem of communications on the network or some typing error in the email address communicated. In both cases, it is advisable for the customer to contact through the contact form.
In the event that the Customer purchases a digital product or service or that does not involve a physical shipment, he will receive an email in which he will obtain instructions to be able to enjoy the product or service purchased.
In the event that the Client is Registered, the order will be stored in his Private Area "My account", in which he can access with his access code of CORREOS ID. If the Customer is not registered, with the email indicated in the purchase of the product(s) the order number will be sent to him and he will be able to track his shipments to have them located.
Also in the private area in addition to the orders placed you can see their status, track the associated shipments, manage delivery addresses of orders; carry out the evaluations and opinions of sellers and purchased products, as well as view a list with their favorite products. All this, while the Platform is operational for the Client.
CORREOS will inform the Seller of the part of the order that corresponds to it, since the Platform allows the purchase of products from several Sellers in the same order.
In case of rejection of the order by the Seller, the Customer acknowledges that the Seller will be solely responsible.
Customers may also place orders from different Sellers which will be grouped into a single shopping cart; receiving information on the status of the different shipments associated with said purchase.
2.3. EVALUATION OF SELLERS
CORREOS makes available to customers, means that allow them to evaluate the Sellers and the Products published by them after confirmation of receipt of the products ordered.
CORREOS allows access to consumer reviews on products by guaranteeing CORREOS that such published reviews have been made by consumers who have actually purchased the product.
A review of a seller by a buyer may only be carried out if the product or products corresponding to his order have been received by the buyer.
2.4. PRICES AND MEANS OF PAYMENT
2.4.1. The prices of the products will be shown with taxes included. Prior to the start of the order purchase procedure, the final price of the complete order will be indicated, including taxes, increases or discounts that are applicable in your offer and the additional expenses that may be passed on to you.
Shipping costs will be free for purchases made from 20 euros (taxes included). For purchases made for an amount less than 20 euros (taxes included), the shipping costs will be, for each seller of which the purchase is composed, of 2.99 euros, if shipping with Standard Paq or responsible shipping is selected and of 3.99 euros if shipping with Paq Premium or express shipping is selected.
For purchases made from Portugal, regardless of the amount of the same, the shipping costs will be 2 euros for each seller of which the purchase is composed.
The placing of the order by completing the purchase form, implies compliance with the price offered and with the conditions of sale in force at this specific time. Once the order has been formalized, the purchase will be understood to be perfected by right, with all the legal guarantees that protect the acquiring consumer, and from that moment the prices and conditions will be contractual, and may not be modified without the express agreement of the Client and Seller.
2.4.2. Customers will purchase the Products on the Platform by paying with debit or credit cards and PayPal.
2.4.3. Please note that sometimes delays in the processing of payments and transactions may occur; which may result in delays of up to sixty (60) business days in charging your bank account or charging your credit or debit card. The charge that the Customer will see on his card statement will appear in the name of CORREOS.
2.4.4. The Customer may request an invoice from CORREOS, in addition to directly from the Seller, in the event that the product is not sold by CORREOS, through the contact form where CORREOS will process said request before the Seller in order to ensure the issuance of said invoice by the Seller. In the event that the product is offered by the Seller and managed by CORREOS, the invoice request will be processed by CORREOS with the Seller directly at the request of the Customer.
In the event that the Customer needs a complete invoice derived from the purchase of products from Sellers other than CORREOS, CORREOS will communicate the personal data necessary to generate the invoice with the Seller. The purpose for which the data will be shared is the generation of the invoice and sending it to the Client if necessary.
2.4.5. In case of non-execution of the Order by the Seller due to the fact that the contracted Product is not available, the Customer will be duly informed of this lack of availability and must be able to recover without any undue delay the sums paid under it. The amount to be recovered will be the amount of the product that is not available on the Platform. In the event that the Customer places a multiple order (several products) only the amount of the product out of stock will be refunded.
2.4.6. Due to normal banking practices, once you have placed an order by credit or debit card and the payment has been authorised, the card issuer owned by the Customer will retain the total amount of the Order. If the Order is subsequently rejected by the Seller or cancelled for any other reason, the card issuer will not make the transfer for payment of the Order, and will instead release the corresponding amount back into the cardholder's account. This can last between 3 and 5 business days (or longer, depending on your card issuer). The Customer agrees that neither CORREOS nor the relevant Seller is responsible for a possible delay on the part of the card issuer owned by the Customer in releasing the amount from his account.
2.5. CUSTOMER SERVICE
2.5.1. The Correos Customer Service will try to solve any problem that the Customer may have with his Order, whether it is the CORREOS seller or any other Seller. The Customer can contact the Customer Service contact form or can also access the Customer Service page."
So if you have any problems with it, you can contact our Customer Service as described in the previous paragraph and one of our Customer Service Advisors will try to contact the Seller in order to follow up on your request.
2.5.2 The Customer who is not satisfied with the quality of the products sold by a Seller, may make his claim in the terms established in these Terms and Conditions and in particular in the section "Claims for defective Products".
2.6.1 The shipment of orders will be made in Premium mode, with the Paq Premium service of Correos, with the Standard Paq service for responsible shipments or through Correos Express services if the option exists.
CORREOS acts in accordance with the law on universal postal service, the rights of users and the postal market, and its implementing rules, and other applicable regulations. The conditions for the provision of services included in the scope of the universal postal service are those legally and generally established and collected at the regulatory level in the universal postal service provision plan approved by the Government with the frequency, quality and territorial scope of provision defined.
The Customer can choose whether to receive it at his home, at a POST office or at a CityPaq. Certain products may have characteristics that make it impossible to deliver them in all modalities; in that case it shall be specified in the product sheet itself.
The shipping service will be provided throughout the peninsular national territory and in the Balearic Islands, from Monday to Friday, excluding national holidays. In case of having selected the tab For the Canary Islands, Ceuta and Melilla, the service will also be provided and will have an additional 24 hours of term.
The maximum times for the first attempt to deliver or make available to the recipient at the POST Office for a standard shipment are between 24 and 48 working hours, depending on the destination point for the Premium Paq and 48 and 72 hours for the Standard Paq depending on the origin and destination.
For the purposes of calculating the delivery period, Saturdays will not be counted.
In the form of home delivery, shipments will be delivered to the Recipient's address provided by the Customer, although not necessarily to the personally designated Recipient. The Client will be responsible for the data provided of the recipients, confirming its veracity and authenticity.
In those cases in which due to the weight, volume of the package or characteristics of the property where the delivery is to be made, it could not be made, it will be made at the door of the street or at the Post Office that CORREOS has at destination, prior agreement with the Recipient.
CORREOS reserves the right to modify the agreed schedules for deliveries or collections, depending on its own organizational needs.
The delivery will be made to the address indicated, under signature:
• If delivery at home is requested: it will be delivered to the Customer's address, prior notice via SMS and / or email. This service is associated with two delivery attempts, and in case of not being able to deliver, it will remain at the Post Office at your disposal for 15 calendar days.
• If delivery is requested at the Office: It will be delivered to the Post Office designated by the client. In this case, the client will be notified of his arrival at the Office by SMS and / or email. The package will remain at the Post Office at your disposal for 15 calendar days.
• The obligation of communication by SMS and / or email assumed by Correos, will take effect from 9:00 a.m. and 9:00 p.m. from Monday to Friday and from 9:00 a.m. to 2:00 p.m. on Saturdays.
• The Client expressly acknowledges that the sending by Correos of SMS and / or email within the agreed parameters (hours and days), does not guarantee that such communications will be received by the recipients within the indicated parameters, so in no case may the eventual non-reception be attributed to Correos.
• In the event that the data relating to the mobile number and /or e-mail are owned by a third party other than the Client, the Client expressly declares, and guarantees to Correos, that the data of the mobile number and/or the email has been provided by the recipient, and that he has his unequivocal consent to use said data for SMS and/or email communications to inform about the estimated dates of delivery and treat any incident that could affect it in accordance with the provisions of this section. In this sense, the client guarantees the veracity and updating of the recipient's data and, where appropriate, ensures that it has complied with all those obligations that, in terms of data protection, are attributable to it, having obtained the consent of the recipient to Correos carrying out the treatment set out in the preceding paragraphs, if such consent is necessary.
• The client also expressly declares and guarantees that the recipient knows and assumes the possibility that communication by SMS and / or email may reach him outside the agreed hours and days, for reasons beyond the control of Correos. The Client will exonerate Correos from any liability derived directly or indirectly from the moment in which the recipient receives the SMS and / or email that Correos sends in compliance with the obligations assumed with the client for these purposes.
• The Customer will have information on the status of their shipments through the MailIng Locator. You can also make inquiries on the phone 915 197 197. This information will consist of the detail of the date and time of the status of the shipment: admitted, delivery attempt, delivered and returned, indicating if applicable, the causes of return or non-delivery and the measures taken. Delivery information will be provided the day after the event for major destinations and, with an additional day for shipments to locations with less than 10,000 inhabitants.
If the shipment of the order has been managed through Correos Express, the conditions will be adjusted to those set out in the following link:
2.6.2 In case of the purchase of subscriptions to magazines, the shipment of the products is included in the price of the product, and will be borne by the Sellers, with the periodicity and conditions specified in the contracting form of each of the products.
In case of products of high demand, such as the environmental badge, it is possible that delivery may be delayed up to 20 working days, in addition to the usual time.
2.6.3 Products with customization: associated documentation
There are CORREOS products for sale on the Platform that require documentation provided and truthful by the client for processing. These products are:
• Environmental badge
• Postal services: postal forwarding, holiday mailbox, Postal code mapping layer, postal code database
The necessary documentation is specified in the product sheet of the services.
If when making the purchase of these products the documentation is not correctly attached at the time of purchase, or the documentation is illegible, or is incomplete, the term of shipment of the product or provision of the service will not begin until the Customer sends the correct and complete documentation.
In in the event that the customer has provided incorrect, incomplete or illegible documentation, he will be asked to send it again. If after receiving this communication, and after 7 calendar days the documentation has not been received correctly, the order will be canceled, the amount will be refunded and the personal data that has been provided by the Client will be deleted.
2.7. DATA PROTECTION
In compliance with the applicable regulations on the protection of personal data, we inform you that the Personal Data of the Client will be treated by the State Company Correos y Telégrafos S.A S.M.E (hereinafter, "Correos") with NIF A-83052407 and registered office at Calle del Conde de Peñalver nº 19 (C.P. 28006) Madrid (Spain) in accordance with the provisions of the Data Protection Policy.
2.8. CONDITIONS FOR THE SALE OF PRODUCTS
2.8.1.- Delivery of the Product
The person responsible for the sale of the product is at all times the Offering Seller.
The legal relationship corresponding to the sale of the Products is between the Customer and the Seller to whom he places his Order. CORREOS has no control over the Sellers or over the Products they offer, and consequently CORREOS does not assume any responsibility that could correspond to the Sellers, except in those cases that it is the sale of CORREOS products, in which case CORREOS will assume its responsibility as seller of the same.
CORREOS is not responsible for or offers any guarantee that the Products or services requested from the Sellers through the Platform are of the characteristics or quality expected by the Client, except for those products of CORREOS itself.
It is the Responsibility of the Customer to verify that the Product received is the one purchased, as well as the good condition of the merchandise (quality and quantity) at the time of its effective delivery. If the Customer detects any incident, he must notify the Seller of the Product in question of the reason for it.
CORREOS will send the Seller in question, if CORREOS is not the Seller, those notifications of incidents that it receives through the Platform within a maximum period of seven calendar days from the effective delivery of the Product.
CORREOS does not guarantee that the Sellers will accept all orders from the Customers, which they can reject for any reason. Although the Sellers must, where appropriate, communicate the rejection immediately to the Customers through the channels that the Platform makes available to them or by transmitting it to CORREOS by any of the permitted means.
2.8.2.- Claims for defective Products
Any claim must be processed by the Customer before the Seller responsible for the corresponding sale in each case. The Seller is responsible for the repair or replacement of the products Defective. Therefore, if the Customer is not satisfied with the quality of the Products delivered by a Seller and wants a refund, proportional price reduction or any other type of compensation, he must contact directly the Seller who sold him the Product trying to reach an agreement. This mediation does not ensure the refund or compensation of any product, since the final decision is the Seller's, respecting current regulations.
However, CORREOS may take action against a Seller who does not correctly provide its services.
In the event that the product is offered by the Seller and managed directly by CORREOS, CORREOS will process this claim with the Seller upon request from the Customer.
Therefore, in the event of incidents, claims, etc., related to the request and purchase of the products of Sellers whose products are managed by CORREOS, or for the sale of CORREOS products, the Customer may contact the communication channels indicated below in which they will try to solve any problem that the Client may have with the Seller's product or with CORREOS, unless other alternatives are offered in the product sheet itself:
The Customer can contact the Customer Service through the contact form or the telephone number 915 197 197.
In addition, with respect to CORREOS products, in our Customer Service Department, there are complaint forms available to the client also in our Offices.
Likewise, we inform you that CORREOS is adhered to the Consumer Arbitration System, being able to initiate the arbitration procedure of disputes on the sale of the products owned by CORREOS, by presenting the request for arbitration in the corresponding Consumer Arbitration Board.
Our contact details are as follows: Sociedad Estatal Correos y Telégrafos, S.A., S.M.E, with registered office at Calle del Conde de Peñalver 19 (28006 Madrid) Spain, NIF number A83052407, and registered in the Mercantile Registry of Madrid, Volume 16.665, Book 0, Folio 20, Section 8, Sheet M-284323, 1st Inscription
In accordance with the provisions of current legislation, the right of withdrawal of Customers will not be applicable in certain cases such as orders that refer to: (i) the supply of goods that may deteriorate or expire quickly; (ii) the supply of sealed goods which are not suitable for return for reasons of health protection or hygiene and which have been unsealed after delivery; (iii) the supply of customized products, such as the environmental label, once the order has been processed. The withdrawal or return of the environmental badge will only be admitted in case of defect in the product or in the printing (iv) the supply of services, or digital products, in the event that their execution has begun.
The obligations derived from the regulations governing the rights of the Customer and consumer are assumed by the Seller.
The Seller must confer on the consumer the right to withdraw from the contract by returning his purchases within 14 calendar days. In case of returning the product without its original packaging, and according to the assumption, the product may be depreciated.
The withdrawal period will expire 14 calendar days from the day on which the consumer or a third party indicated by him, other than the carrier, acquires material possession of the requested products
In the event that in the same order the Customer has purchased multiple goods that have been delivered separately, the withdrawal period will expire 14 calendar days from the day on which the consumer or a third party indicated by him, other than the carrier, acquires material possession of the last of those products.
In the case of products for the periodic delivery of goods for a specified period, on the day that the consumer or a third party indicated by him, other than the carrier, acquires material possession of the first of those goods.
To exercise the right of withdrawal with respect to products purchased exclusively on the www.market.correos.es platform, the Customer must express to the Seller his unequivocal decision to withdraw from the contract for which he must contact the Seller through his contact details that will appear in the seller's file, who will inform of the way to exercise said withdrawal as well as the consequences of the exercise of said right.
In case of the purchase of products owned by CORREOS, the customer must exercise their right of withdrawal through the contact form, providing: Personal data (name and surname), telephone and order number, and reason for the return (not mandatory). CORREOS will confirm the receipt of the request for your return or withdrawal by email, and you will be provided with the instructions for the return of the shipment.
In the event that the Customer exercises his right of withdrawal on the products owned by CORREOS, CORREOS will refund all payments received for the purchase of the products on which he wishes to exercise the right of withdrawal, including delivery costs (with the exception of additional expenses resulting from the choice by him of a delivery method different from the least expensive mode of ordinary delivery that we offer) without no undue delay and, in any case, no later than 14 calendar days from the date on which you inform CORREOS of your decision to withdraw. CORREOS will proceed to make such reimbursement using the same means of payment used by the Client for the initial transaction, unless the client expressly provides otherwise; in any case, no you will incur any expenses as a result of the refund.
CORREOS may withhold the refund until it has received the product(s), or until the consumer and user has presented proof of the return of the goods, depending on which condition is met first.
The consumer shall be liable for the decrease in value of the products resulting from a handling of the same other than that necessary to establish their nature, their characteristics or their operation.
The consumer will bear the direct costs of returning the products regardless of the type of Seller in question.
2.8.4 Legal guarantee
The Customer will have a guarantee of 3 years for the lack of conformity that exists at the time of delivery and manifests themselves during said period in the event of sale of goods. This guarantee shall be 2 years in the case of the supply of digital content or digital service supplied in a single act or in a series of individual acts
In the case of digital content or digital service or goods with digital elements, where the continuous supply of digital content or digital service is foreseen for a specified period of time, the Seller shall be liable for any lack of conformity of the digital content or digital service that occurs or manifests itself within the period during which the digital content or digital service is to be supplied in accordance with the contract. However, in the case of the sale of goods with digital elements with continuous supply of the digital content or digital service for a period of less than three years, the term of liability shall be three years from the time of delivery.
The Customer must manage the exercise of his right directly with the Seller, except in the case of CORREOS products or Sellers' products managed by CORREOS. In these last two cases, CORREOS either on your behalf in relation to your products or acting as an intermediary of the Seller who manages the product, will opt for the repair, replacement of the article, rebate or return, in the legally established terms.
Deficiencies caused by negligence, blows, improper use or manipulation, unsuitable tension, incorrect installation not carried out by the authorized Technical Service when appropriate, or materials subject to wear and tear due to normal use are not included.
The guarantee will lose its value:
• If some of the data of the same or the proof of purchase are modified, altered or replaced.
• To make the guarantee effective contact us on the phone 915 197 197 or send us an e-mail to the following address: email@example.com
2.8.5.- Out-of-court resolution of online disputes
Disputes are settled directly between the Customer and the Seller.
The Client and the Seller, whether CORREOS the seller or any other Seller, must try by all means to reach an amicable resolution of the dispute.
Depending on the case, the declared litigation will give rise either to the reshipment of the requested Product or to the refund of the same.
In the event that the Seller and the Customer have the status of entrepreneur and consumer, respectively, in accordance with the provisions of Regulation (EU) 524/2013 of the European Parliament and of the Council of May 21, 2013, the European Commission provides an online out-of-court dispute resolution platform that is available at the following link: http://ec.europa.eu/consumers/odr and through which consumers can submit their complaints
Continue at point 3:
3. Particular conditions of Correos Market applicable to sellers