Returns and refunds policy

Shop online

Ordering process, payment, confirmation and product availability.

Returns

Return conditions, refund and right of withdrawal.

Warranty

Legal coverage, product issues and after-sales service.

Contents

1. General Information

This document sets out the terms and conditions governing access to, browsing of, and use of the Climastar website, as well as the purchase of products through the online store. The user declares that they have the legal capacity to enter into contracts and accepts these terms and conditions before placing any order through the website.

Website owner: BIOW EXPOSOMICS SLU.
Address: Pol. Roces, c/ Michel Faraday, 75 – Naves 9 y 10, 33211 Gijón, Asturias, Spain.
Contact: climastar@climastar.net

2. Use of the web

The user agrees to use the website diligently, lawfully, and respectfully, without engaging in any actions that may damage the image, interests, or rights of Climastar or third parties. Climastar reserves the right to modify, update, or remove content, products, prices, or services from the website as it deems necessary, without affecting orders already confirmed in accordance with applicable regulations.

3. Products, prices and availability

The products offered in the online store are presented with their main features, finishes, dimensions, and specifications, which are available on each product page. Prices shown on the website are in euros and include applicable taxes, unless expressly stated otherwise. Shipping, installation, and other additional service costs will be displayed during the checkout process before order confirmation. Product availability may vary depending on stock, manufacturing, or logistical conditions. In the event of unavailability after an order is placed, Climastar will inform the customer and offer a suitable solution, which may include waiting, substitution with another product, or cancellation with a refund.

4. Purchase process

To make a purchase, the user must select the desired product, review its features, enter the necessary information for order processing, and accept the terms and conditions. Before finalizing the order, the user can review the purchase summary, including the product, price, taxes, shipping costs, and information provided. Once the order is confirmed, the customer will receive a confirmation email at the address provided during the purchase process.

5. Payment methods

The online store may offer various payment methods, which will be displayed during the checkout process. The order will be processed once payment is confirmed or the corresponding payment method is accepted. Payments made in the online store are processed through PAYCOMET, a payment platform developed by Banco Sabadell, using secure encryption and data protection systems. Climastar uses secure payment systems and does not store complete bank card details when payment is made through third-party gateways.

6. Shipping and Delivery

The delivery times indicated on the website are estimates and may vary due to logistical reasons, production issues, product availability, or circumstances beyond Climastar's control. The customer must check the condition of the order upon delivery. If any visible damage is observed on the packaging or the product, this must be noted by the carrier and reported to Climastar as soon as possible. To facilitate the handling of any transport-related issues, it is recommended to retain the original packaging and provide photographs of the product's condition upon receipt.

As a general rule, the handling of shipments for orders destined for the Peninsula will be as follows:

• 1 to 2 business days after receiving payment.
• Shipping is free for the Peninsula.
• Delivery is made to the entrance.

7. Right of withdrawal

The consumer generally has 14 calendar days from receipt of the product to exercise their right of withdrawal, without needing to state a reason. To exercise this right, the customer must communicate their decision to withdraw from the contract before the end of the indicated period by writing to climastar@climastar.net or using any means that allows proof of their request. Once the withdrawal has been communicated, the customer must return the product within the corresponding legal period, in good condition, complete, without damage resulting from use other than what is necessary to verify its nature, characteristics, and functioning, and preferably in its original packaging. Important: the right of withdrawal may not apply to products manufactured according to the customer's specifications or clearly personalized, as well as in other legally stipulated cases.

8. Returns

To request a return, the customer must first contact Climastar at climastar@climastar.net, indicating the order number, contact information, and reason for the request, if applicable. The product must be returned complete, with all its accessories, documentation, and original packaging whenever possible. Climastar may inspect the condition of the product upon receipt before confirming acceptance of the return. Returns will not be accepted for products damaged due to improper use, incorrect handling, improper installation, missing parts, or deterioration not attributable to Climastar.

9. Refunds

When a refund is due, Climastar will return the amounts paid by the customer using the same payment method used for the purchase, unless expressly agreed otherwise. The refund will be issued once the returned product has been received or once the customer has provided proof of return, in accordance with legally established timeframes. Climastar may withhold the refund until the products have been received or until the customer provides proof of return.

10. Return shipping costs

In the event of cancellation, the customer may bear the direct costs of returning the product, unless Climastar expressly indicates that it will cover these costs or applicable regulations stipulate otherwise. If the return is due to an error attributable to Climastar, a defective product, or a confirmed issue, Climastar will manage the corresponding solution at no undue cost to the customer.

11. Defective products or incidents

If a customer receives a defective, incorrect, or damaged product, they must notify Climastar as soon as possible, providing photographs, the order number, and a description of the issue. After reviewing the information, Climastar may offer repair, replacement, collection, return, or refund, as appropriate in each case and in accordance with current regulations.

12. Warranty

Climastar products come with a 3-year warranty , except for products with Dual Kherr® technology, which have a lifetime warranty on the Dual Kherr® core , subject to the specific conditions indicated for those products. The warranty does not cover damage resulting from incorrect installation, unauthorized handling, misuse, impacts, negligence, normal wear and tear, modifications not made by Climastar, or failure to follow the instructions for use, installation, or maintenance.

13. Customer service

For any questions related to orders, payments, shipping, returns, cancellations, refunds or warranty, the customer can contact Climastar via email: climastar@climastar.net

14. Applicable legislation

These terms and conditions shall be governed by applicable Spanish law. In the event of a dispute, the parties may resort to the legally established dispute resolution mechanisms. When the user is a consumer, the courts and tribunals that have jurisdiction under consumer protection regulations shall have jurisdiction.