Terms and Conditions of Sale and Returns
1. Seller Identification
LOTUS S.L., with registered office at Avinguda Mediterrani, 142, 12200 Onda, Castellón, Spain, and CIF B12904454, hereinafter “the Seller”.
2. Purpose
These terms and conditions govern the sale of products offered in our physical or online store.
3. Prices and Availability
All prices are expressed in euros and include the applicable VAT, unless otherwise indicated. Product availability is subject to stock availability.
4. Payment Methods
Customers may pay by:
- Credit/debit card (once the POS terminal is enabled)
- Bank transfer
- Cash payment (in-store only)
5. Shipping and Delivery
Products will be delivered to the address provided by the customer. Delivery times may vary depending on destination and availability.
In the event of a delay, the customer will be informed in advance.
6. Right of Withdrawal
The customer has 14 calendar days from receipt of the order to withdraw from the purchase, provided the product has not been installed or used and is kept in its original packaging.
Returns on customized or custom-cut products are not accepted.
7. Warranty
Products are covered by the legally binding 2-year warranty against manufacturing defects.
Damage caused by misuse, incorrect installation, or normal wear and tear is excluded.
8. Complaints
Complaints must be sent in writing to: info@lotustilesl.com or Avinguda Mediterrani, 142, 12200 Onda, Castellón, Spain.
Any dispute will be resolved amicably before going to court.
9. Data Protection
The customer’s personal data will be processed in accordance with Regulation (EU) 2016/679 (GDPR).
For more information, please see our Privacy Policy.
10. Applicable Law and Jurisdiction
These terms and conditions shall be governed by Spanish law.
In the event of a dispute, the parties shall submit to the courts of Castellón.
11. Return Costs / Return Penalties
In the event of a voluntary return by the customer (unjustified withdrawal due to a product defect or error), the following costs will apply:
- Return shipping costs: These will be borne by the customer.
- Handling and processing penalty: A flat rate of 10% of the value of the returned product will be applied.
- Exclusions: Returns of custom-cut products, leftover stock, or sale/clearance products are not accepted.
To exercise the right of return, the customer must notify us in writing within 14 days of receiving the product.