Terms and Conditions
1st.- Legal Framework
In compliance with current regulations, the entity ELIACOUSTIC, SL, which operates through the internet from this website HTTPS://ELIACOUSTIC.COM/, details below the general terms and conditions of contracting for the products and/or services offered through it and from which the rights and obligations of the parties are generated.
2nd.- Identification
The purpose of these General Terms and Conditions (hereinafter "Terms and Conditions") is to regulate the relationship between ELIACOUSTIC, SL (hereinafter the "Provider") and the customers (hereinafter the "User"), relating to all transactions carried out through the online store website.
2º.1.- Offering Company
COMPANY NAME: ELIACOUSTIC, SL
TRADE NAME: ELIACOUSTIC
CIF: B54345855
ADDRESS: C/ ALBERTO SOLS, 17
POPULATION: ELCHE
PROVINCE: ALICANTE
CP: 03203
PHONE: 965114004
EMAIL: eliacoustic@eliacoustic.com
And on the other hand:
2º.2.- The User
A user or client is understood to be an Internet user who acquires this status by registering on the website using a form and is assigned a username and password. They are fully responsible for their use and safekeeping, and are responsible for the accuracy of the personal data provided to the provider, as explained in the User Registration section.
3rd.- Acceptance
By accepting these Conditions, the User declares:
1. That he is a person with the capacity to enter into contracts according to current regulations.
2. That you have read and accept these Conditions.
4th.- Availability
The User will always and in all cases have access to the conditions prior to the start of the product contracting process, and may store and/or reproduce them on a durable medium.
5th.- Validity or Duration
The validity period or duration of these Terms and Conditions will be the time they remain published on the aforementioned website and will be applicable from the moment the User uses the website and/or proceeds to purchase any products.
6th.- Modifications
The provider reserves the right to unilaterally modify these Conditions, without affecting the goods or promotions that were purchased prior to the modification by the User.
The User agrees to carefully read the terms and conditions each time they purchase a product, as they may have been modified since the last time they accessed the product.
7th.- Nullity
If any clause included in these Conditions is declared totally or partially null or ineffective, such nullity will affect only that provision or the part thereof that is null or ineffective, with the remainder of the Conditions remaining in force.
8th.- Purpose of the contract
The purpose of this contract is to regulate the contractual relationship between the provider and the user at the moment the latter accepts the purchase during the online contracting process through the mechanisms described below.
The contractual relationship of sale entails the delivery, in exchange for a price determined and publicly displayed on the website, of one or more specific products.
Each of these products may be subject to specific regulations through the specific contracting conditions for each product. Further details will be provided in the warranty, returns, and withdrawal sections, or in the product's technical sheet, due to the different formats in which the products are sold, their packaging, or their very nature.
9th.- User Registration
The User can make the purchase without having to register.
10th.- Geographical scope
ELIACOUSTIC operates and sells within Spain and select European countries, depending on the product. Availability is indicated when adding a product to your shopping cart. This geographical area will be referred to as "the Territory." Therefore, products are only shipped and distributed within the Territory. Use of this website and any purchases made through it are considered to have taken place in Spain and are therefore subject to current Spanish laws and regulations. ELIACOUSTIC does not accept or deliver orders outside the aforementioned Territory. The above is stated without prejudice to the possibility of offering these services in the excluded areas in the future, in which case we will announce it in advance on this website.
11º.- Product Information
ELIACOUSTIC pays close attention to product information, providing technical descriptions from its partner companies and manufacturers, as well as photographs that illustrate the products. All of this is done within the limits of current technology and in accordance with market standards.
This fact sheet will include a contact form along with a phone number and email address, if you'd like more detailed information. Or, for added convenience, you can include a link to expand the information where possible.
12º.- Taxes, currency and shipping costs
In accordance with current regulations, all purchases made through the website are subject to Value Added Tax (VAT).
Prices include Value Added Tax (VAT) and are always expressed in Euros (€). Unless expressly stated otherwise, these prices do not include shipping costs or any other additional services or additions to the purchased product.
Shipping costs will be indicated in the purchase summary prior to payment, as they depend on the type of product, country of delivery, and other variables.
13th.- Language in which the contract is developed
The contracting procedure and pre-contractual information are in Spanish, and this language will be used to carry out the contract.
14-Steps of the Contracting / Purchasing Process
14º.1.- Registration
To begin the product purchase process at www.eliacoustic.com, you must first register as a user. After registration, a username and password are assigned according to the user's preferences.
The registration system does not include a user verification process. Therefore, before user activation, a welcome message is sent to the user's email address. Once successfully registered, the user can log in with their username (email) and password to their profile control panel to manage all the features ELIACOUSTIC offers, such as account details, order history, and the ability to apply discount vouchers or process returns.
Once you have registered, you can proceed to purchase your product(s).
14º.2.- Purchase process
The purchasing process is easy and simple.
Summary of products added to the shopping cart
Method of placing an order as a guest or under registration
Shipping information (addresses)
Shipping method
Payment information
Order review and payment
Provisions to take into account in the purchasing process.
15th.- Product availability
The availability of each product is indicated in the shopping cart before completing the order. In the event of an exceptional shipping delay, you will be notified in advance by phone or email.
6th.- Types of products
The website features a wide range of the best products related to sound insulation, acoustic conditioning, soundproofing, noise pollution, and noise reduction, organized into categories for easy searching.
17th.- Maximum order amount
There is no maximum order.
18º.- How to extend or cancel my order
To extend an order, you can do so as long as you haven't completed the purchase by clicking the "Continue Shopping" button.
To cancel an order after making a purchase, you may cancel it for a full refund provided the following conditions are met:
The order has not left our warehouses or is in transit to the indicated address.
For orders that have already left ELIACOUSTIC's facilities, the courier company will be notified and in this case, the refund amount to the customer would be in full except for the shipping costs.
To request the cancellation of your order you must send an email to the address eliacoustic@eliacoustic.com, contact through the Contact Form or call 965 114 004.
Orders can also be canceled from the user profile at www.eliacoustic.com. To do so, the user must locate the order in their purchase history. Provided the aforementioned conditions are met, the refund will be processed according to the payment method used.
If you paid by card, we will credit your account within 48 to 72 hours.
If your payment was made by bank transfer, we'll ask for your account number so we can process the refund. Please note that it may take up to two business days for the amount to appear in your bank account.
19º.- Shipping costs and methods and delivery time
To find out the exact shipping cost, you must first add the items you want to your cart.
Once you've selected all your products, access your shopping cart. You'll see a breakdown of the products and quantities selected. On the right, a column will show the total value of your purchase and the shipping costs (free for orders over 49 euros for shipments within the peninsula).
20th.- The delivery period
Once the product leaves our facilities, the shipping and delivery time for your order is indicated in business days, with an approximate manufacturing time of 12 days and a shipping time of 2-3 days. This time may vary depending on the product type, quantity, and shipping destination.
If you do not receive a package within the specified timeframe, an investigation will be conducted with the carrier, which may take several days (approximately fourteen (14) business days). During this period, no reshipment or refund of the order will be possible.
We advise you to check that everything is in accordance with your order and that the packaging is in perfect condition upon receiving your package. Then, sign with reservations and indicate by hand on the carrier's delivery note if you found any anomalies upon receipt.
Upon opening your package, if you find that the delivered items do not conform to your order or are damaged, please contact our Customer Service Department, see the section below.
Products shipped by suppliers do not facilitate the installation and operation process of the products.
21st.- Invoice
Where can I check my bill?
If you need an invoice, please contact us via WhatsApp or email, including your order reference. The invoice will be sent to the email address registered during checkout.
22nd.- Value added tax
In accordance with current regulations, all purchases made through the website are subject to Value Added Tax (VAT).
23º.- Payment methods or modalities
Once you have validated all the information about your purchase (items, shipping methods, delivery and billing addresses), a selection will appear to allow you to choose which payment method you wish to use and enter your details.
A) By credit/debit card, for which you will provide, among others:
(i) name and surname;
(ii) card number;
(iii) CVV/CVC;
(iv) card expiration date;
Note: ELIACOUSTIC will not receive or have access to your private card details.
If the payment platform reports a denial of the card, the order will be automatically canceled, and the customer will be notified online and immediately of the cancellation. Payments cannot be made with cards issued outside of Spain.
B) By bank transfer
You must make the transfer to this account:
Santander: ES56 0049 4240 4423 1423 9455 – BIC/SWIFT: BSCHESMMXXX
IMPORTANT: For the transfer information, please only include the order number provided. We will automatically locate it. You do not need to send us proof of transfer. We will ship the order after payment confirmation.
Transfers from different entities can take up to two business days (weekends and holidays do not count) to reach us, according to banking regulations. We keep transfer orders active for four business days. After that time, if the payment has not been confirmed, the order will be automatically cancelled.
C) Cash on delivery.
Cash on delivery is not available.
D) In cash or with a card in store.
When you come to pick up your order at our physical store, you can pay in cash or by card. The cash payment limit in store is €2.500. With a card, the limit is set by the card's spending limit.
24th.- General provisions on the Payment Process
• The payment order given by the User necessarily implies adherence to these General Conditions as well as the specific conditions of the order.
• For any payment method chosen by the User, all payments will be subject to the terms and conditions applicable to the User by the financial institutions involved or by secure payment platforms (e.g., Visa, Mastercard, etc.).
• Once payment has been successfully made, the User will receive two informative and confirmation emails confirming the essential conditions of the transaction:
o Contracted services, and description of the provision thereof.
o Products sent to the address indicated by the User:
The confirmation email will contain the product invoice, which the User can use to request the corresponding warranty upon receipt of the order.
In any case, the User will always have access to information about their orders and corresponding invoices for purchases made through the website.
ELIACOUSTIC reserves the right to cancel payments or orders if there are indications of fraudulent transactions, reporting any conduct that may be subject to investigation to the competent authorities for the prevention of fraud.
25º.- Returns of defective, damaged or incorrect products or exercising the right of withdrawal
Once the user has received their order, they may cancel their purchase within 14 calendar days of receiving the order, provided that the product has not been used, has its original packaging and corresponding manuals, as well as all original accessories or promotional gifts (if applicable).
We remind you that when you exercise your right of withdrawal, a refund will be issued for the product(s) purchased. This will include the purchase price and, if applicable, delivery costs using the least expensive standard delivery option. Likewise, if you choose to have the product picked up at your home, the cost of the actual pickup will be borne by the customer.
Items that are not in their original packaging intact and unopened, as well as any type of customized product, such as custom-made acoustic panels, cannot be returned by exercising the right of withdrawal. Therefore, returns of any products that show any tampering with the protective film on the box or packaging will not be accepted; otherwise, the value of the item will be depreciated.
In the case of products that require opening and use to determine if they function properly, ELIACOUSTIC will require, in order to accept their return, that the returned product is in perfect condition and also has all its elements, packaging and wrappings.
And you must also ensure that:
a) It has not been used incorrectly or negligently, it has not been handled inappropriately or recklessly, and it has not been subjected to abnormal or harmful conditions.
b) It has not been involved in any accident nor has it been damaged when attempting to repair or modify it.
c) It has not been used in a manner contrary to that established by the manufacturer in the Product instructions.
d) It has not deteriorated due to natural wear and tear after receipt.
If the product does not meet any of the aforementioned requirements, we may, at our discretion, not repair or replace the product or refund the amount paid, and/or we may require you to reimburse the full shipping and servicing costs, based on current standard rates. To process such reimbursement, we may charge the aforementioned costs to your credit or debit card account or use the payment details provided when placing your Order.
In the event of a defective product, ELIACOUSTIC will proceed, as appropriate, to repair, replace, reduce the price or terminate the contract, actions which will be free of charge for the consumer and user.
If the product or its packaging has been damaged or is not in its original shipping condition, the value of the item will be depreciated.
This is without prejudice to the rights granted to consumers by law.
In cases where you consider that at the time of delivery the product does not comply with the provisions of the Contract, is damaged during shipping or is incorrect, you must contact us immediately by email at eliacoustic@eliacoustic.com, providing details of the product as well as the damage it has suffered, or by calling 965 114 004.
Once we have reviewed the return request and made the appropriate checks, and after confirming via email, we will collect the product from the delivery location.
We will carefully examine the returned product and will notify you by email within a reasonable timeframe whether a refund or replacement is appropriate (if applicable). The refund or replacement will be made as soon as possible and, in any case, within 14 calendar days of the date on which we send you an email confirming that the refund or replacement of the non-conforming item is appropriate.
Any amount paid for products returned due to a proven defect or flaw will be fully refunded, including the delivery costs incurred to deliver the item. The refund will be made using the same payment method used to pay for the purchase.
• If payment was made by card, we will credit your account within 48 to 72 hours.
• If your payment was made by bank transfer, we'll ask for your account number to process the refund. Please note that it may take up to 2 business days for the amount to appear in your bank account.
The rights recognized by current legislation are protected.
The exchange of an item for a different one will not be accepted; in this case, it must be returned and a new purchase made.
The return of a product purchased on the website can be made through the following means:
1. By requesting a return pickup from your home, which you can do by sending an email requesting the return with your contact information and order number, or by contacting our customer service department using the information provided in Section 26.
If you have received an incorrect order, please call Customer Service at 965 114 004 or email us at eliacoustic@eliacoustic.com.
We will be happy to assist you in correcting the error.
26th.- Exceptions to the right of withdrawal
The right of withdrawal does not apply to the delivery of:
● Products whose nature may be altered.
27º.- Customer Service: Help, Suggestions and Complaints
At any time, you can contact our Customer Service Department for assistance, suggestions, or complaints by writing to eliacoustic@eliacoustic.com or calling 965 114 004.
28º.- Product warranty
All items offered on our website come with an official manufacturer's warranty, as legally established, for a period of two years from the date of delivery.
This warranty period is 2 years from the date of delivery of the product. However, this does not include defects caused by negligence, impacts, incorrect use or improper handling, incorrect installations not carried out by authorized technical services where applicable, etc., nor materials that are worn due to use.
ELIACOUSTIC reserves the right to request verification of the problem's origin from an official brand service center. If the defect is found to be caused by a factor unrelated to its origin, the repair will be billable. In cases where the warranty applies, the option will be repair, replacement, price reduction, or refund, in accordance with legally established terms.
To make the warranty effective, contact Customer Service by phone or email, where they will inform you of the process to follow.
29th.- Rights of the Provider
● Maintain, modify or suspend its website without prior notice.
● Modify the price of the offers.
● Reject orders due to lack of stock or non-payment by the customer.
● Refuse access to IT tools to clients in the event of non-compliance with these conditions.
● Receive the amount of the customer's purchases, once the transaction is accepted.
● Retain ownership and full ownership of the item until full payment is received from the customer.
● Do not reproduce, transfer or dispose of the information published by the Provider in all its contents without the express permission of the company itself.
● Proceed to correct or amend human or computer errors.
30º.- Limitation of liability
All information provided by the User to the Provider and through the corresponding forms must be truthful. It is the User's responsibility to keep the information provided to the Provider up-to-date. In any case, the Provider is exempt from any liability for damages or losses resulting from providing false, insufficient, inaccurate, or incorrect information.
Access to the website does not imply any obligation on the part of the Provider to verify the authenticity, suitability, completeness, accuracy, adequacy, or updating of the information provided by the User through the corresponding forms.
The Provider shall not be liable in cases where it is the responsibility of the parents, guardians, or legal representatives of minor or incapacitated Users to authorize access, provision of personal information, or use of the website or the contracting of any products or services provided through the applications or web platform. The aforementioned parents, guardians, or legal representatives shall be responsible for supervising the minor or incapacitated person's access to and use of the contracting of products and services provided through HTTPS://ELIACOUSTIC.COM/.
User access to the Content does not imply any obligation on the Provider's part to check for the absence of viruses or other harmful elements that could have a harmful effect on the User's computer equipment. In any case, the User shall be responsible for the necessary tools to detect such viruses or harmful elements. Consequently, the Provider shall not be liable for any damage caused to the computer equipment of Users or third parties during access to the Content.
The Provider will not be liable for interruptions in electrical or telecommunications services that prevent users from using the services offered.
31st.- Applicable Law and Jurisdiction
These terms and conditions shall be governed by or construed in accordance with Spanish law, insofar as it is not expressly provided for herein. The provider and the user agree to submit any dispute that may arise from the provision of the products or services covered by these terms and conditions to the Courts and Tribunals of the user's domicile.
In the event that the user resides outside of Spain, the provider and the user expressly waive any other jurisdiction, submitting to the Courts and Tribunals of the domicile of THE OWNER OF THE WEBSITE.
32nd.- Online dispute resolution platform for consumers and merchants
The European Commission has launched a platform to help consumers and merchants resolve disputes related to online purchases.
Address to the platform:
https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=ES