Legal

Selling Policy

Everything you need to know about your order, shipping, returns and warranty.

Exclusive page for people over 18 years of age.

About this site

Our website is www.tuotroestanco.com a secure site that contains an SSL certificate. This certificate provides protection for data sent to www.tuotroestanco.com (or between servers) through the use of encryption. If any information were to be intercepted, it would be impossible to decrypt it without the distinctive key that must be used for decoding. As soon as the customer enters the shopping cart, the SSL certificate will be activated and the data will be protected.

Whether you are an individual or a company, you can place an order on www.tuotroestanco.com.

The consumer has the right to receive the paper invoice that is included in the shipping package free of charge. If expressly requested, it can be provided electronically. You can also download it from the "My Account" tab whenever you want. You can also request the paper invoice again by contacting info@tuotroestanco.com by email or by phone +34722764061, this invoice will be sent by envelope to the address indicated by the customer and free of charge.

The delivery time of the order is from 24 hours to 72 hours on working days if the order is destined for Spain (mainland), and may take a little longer if the delivery is to be made in the Balearic Islands. From 4 to 5 working days if the order is destined for Portugal and from 7 to 10 working days in all other cases.

The prohibition of the cross-border distance sale of nicotine delivery devices and refill containers is indicated.

SMS notifications

Sending SMS

The customer who provides us with their mobile phone number accepts the sending of SMS in order to inform about any incident that may occur with their order, made on the www.tuotroestanco.com website.

Shipping

  • Spain5€ (VAT inc.)
  • In Portugal6€ (VAT incl.).
  • In Italy10€ (VAT incl.).
  • In France10€ (incl. VAT).
  • In Germany10€ (incl. VAT).
  • In Switzerland33€ (incl. VAT).
  • In Belgium15€ (incl. VAT).
  • In Austria15€ (incl. VAT).
  • In Ireland18€ (incl. VAT).
  • In Holland15€ (incl. VAT).
  • In Finland20€ (incl. VAT).
  • United Kingdom18€ (VAT inc.)
Free shipping to Spain (mainland) on orders over 29 € vat incl.

For shipments to Ceuta and Melilla you have to take care of hiring the transport agency so that we can make the shipment to you.

Payment methods

Credit / debit cardNo extra chargeSecure payment via Redsys.
Cash on delivery+1€ per orderPay the carrier when you receive the order.
Bank transferNo extra chargeOrder cancelled if not paid within 7 days.
Pay in instalmentsNo extra chargeDeferred payment with your card via Redsys.

After-sales & Claims

Product received damaged

The company Tu Otro Estanco SL undertakes to exchange or return damaged products.

Claims

In case of an incident with the receipt of the order, you must contact via email to the info@tuotroestanco.com address or by phone +34 722 764 061.

If you have placed an order and would like to add, delete or modify a product, please let us know by email or phone, under no circumstances do you place a new order. Thank you.

Order cancellations

If you wish to cancel the order, it will only be accepted after 48 hours from the moment of confirmation of the order (except for orders marked as shipped, in which case you must fill in the withdrawal form).

Withdrawal & returns

- The period for exercising this right is 14 calendar days from receipt of the product, with no penalties for exercising it. 

- A full refund of the price of the product plus shipping costs will be made within 14 calendar days from the date on which the consumer has informed us of the decision to withdraw from the contract, using the same means of payment used by the customer for the initial transaction, unless the customer has expressly provided otherwise and provided that the consumer does not incur any costs as a result of the refund.

- All money (including shipping costs) will be refunded within 14 calendar days using the same payment method used by the customer.

- This right is not subject to any formalities, we have a withdrawal form below. On the other hand, the consumer will have to pay the shipping costs for the return of the goods when they have been previously informed of this. In the following link you will find the withdrawal form: https://www.tuotroestanco.com/formulario_de_desistimiento_TOE.pdf.

- If the product is not returned in the same packaging as its original packaging, the good may suffer depreciation.

Warranties

In the event of a defective product, the price will be repaired, replaced or reduced as appropriate. The procedures will be free of charge for the client.

 In the absence of proof to the contrary, it shall be presumed that the lack of conformity that manifests itself in the two years following the delivery of the goods already existed when the goods were delivered.

Tuotroestanco responds to non-conformities that manifest themselves within three years of delivery.

Thank you!

The team at TUOTROESTANCO

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