TERMS AND CONDITIONS OF USE AND CONTRACTING – DOEN
1. Identification of the owner
In compliance with applicable regulations, we hereby inform you that the owner of the Website is:
• Company name: PRODUCTOS NATURALES DE ESPAÑA CON DENOMINACIÓN DE ORIGEN, S.L.U.
• Tax identification number: B02683811
• Registered office: C/ Antonio Machado, 79 – BJ, 03204 Elche (Alicante), Spain
• Email: info@doen.es
• Telephone: 694 903 471
• Commercial Registry: Alicante Commercial Registry, Volume 4326, Folio 62, Section 8, Page A 171576
(Hereinafter, ‘DOEN’ or the ‘Owner’).
2. Purpose and scope of application
These terms and conditions govern: (i) access, browsing and use of the website (hereinafter, the ‘Website’); and (ii) the purchase of products offered through it (hereinafter, the ‘Terms and Conditions’).
These Conditions apply to both:
• Consumers and users (B2C): when the buyer acts for a purpose unrelated to their commercial, business, trade or professional activity.
• Professionals/companies (B2B): when the buyer acts within the framework of their business or professional activity.
In B2C, the mandatory rights recognised to consumers in current legislation shall apply, including those relating to distance contracting and withdrawal where applicable.
3. Acceptance and use of the Website
Access to the Website confers the status of user and implies acceptance of these Terms in the version published at the time of access.
The user agrees to use the Website in accordance with the law, good faith and public order, refraining from any actions that may damage, disable, overload or impair the Website or prevent its normal use.
4. Pre-contractual information (LSSI-CE)
Before initiating the purchase process, DOEN provides the user with clear, comprehensible and unambiguous information on the procedures for entering into the contract, whether the electronic contract document will be archived and accessible, the technical means for identifying and correcting errors in data entry, and the language in which the contract may be formalised, in accordance with the terms of Article 27 LSSI-CE.
Likewise, prior to the start of the contracting procedure, these Conditions will be available so that they can be stored and reproduced by the recipient, in accordance with Article 27.4 LSSI-CE.
5. Purchase process
To place an order, the user must select the products, add them to the cart and complete the information required in the purchase process.
Before confirming the order, the user may review the purchase summary (products, quantities, total price, taxes and, where applicable, shipping costs) to detect and correct any errors.
Once the process is complete, the purchase will be formalised when DOEN receives the user's acceptance and the corresponding confirmation is made.
6. Confirmation of the contract (LSSI-CE)
DOEN will confirm receipt of the order acceptance by any of the means provided for in Article 28 LSSI-CE (for example, acknowledgement of receipt by email within the legal period or equivalent confirmation upon completion of the procedure, provided that it can be archived by the recipient).
7. Prices, taxes and invoicing
Prices are expressed in euros and will be those in force at the time of placing the order.
Before completing the purchase, the user will be informed of the total price, including applicable taxes, as well as any additional costs (e.g. shipping), in accordance with the terms required by the distance selling regulations applicable to B2C.
In B2B transactions, taxation and invoicing will be applied in accordance with the buyer's status and the tax information provided during the purchase process.
8. Availability
Product availability may vary.
If, after placing an order, a product is unavailable, DOEN will inform the customer and arrange an appropriate solution (e.g. replacement, waiting period or refund, as appropriate and subject to availability).
9. Payment methods
Payment shall be made using the methods enabled on the Website.
If the user uses a payment method managed by third parties (e.g. payment gateways), the conditions of those providers shall also apply, without prejudice to the rights of the user under applicable regulations.
10. Shipping, delivery and transfer of risk
DOEN ships in accordance with the conditions stated during the purchase process.
Delivery times will be those indicated on the Website or during order confirmation, and may vary depending on destination, availability, campaigns or other operational circumstances.
In B2C, delivery and its effects shall be governed by the regulations applicable to sales contracts with consumers.
11. Right of withdrawal (B2C only)
11.1. Term
Unless there is a legal exception, the consumer has the right to withdraw from the contract within a period of 14 calendar days without having to justify their decision.
11.2. Exercising the right of withdrawal
Before the deadline expires, the consumer must notify DOEN of their decision to withdraw by sending an unequivocal statement to info@doen.es (or through the channel provided on the Website).
11.3. Effects of withdrawal
Once withdrawal has been exercised in accordance with the law, DOEN will refund the applicable amounts in accordance with the legal regime applicable to distance contracts (including deadlines and means of refund, unless expressly agreed otherwise).
11.4. Return costs
Where applicable, the direct costs of return shall be borne by the consumer, unless expressly stated otherwise during the purchase process or unless another solution is applicable under applicable regulations.
12. Exceptions to withdrawal: perishable goods and others (B2C)
In accordance with Article 103 of the TRLGDCU, the right of withdrawal shall not apply, among other cases, to the supply of goods that may deteriorate or expire rapidly.
Therefore, in the case of perishable goods, DOEN will not accept returns due to withdrawal, without prejudice to the management of incidents due to error or defect/non-conformity described in these Conditions.
Additionally, other legal exceptions to withdrawal may apply when the requirements are met (for example, sealed goods that are not suitable for return for health or hygiene reasons that have been unsealed after delivery, where applicable).
13. Returns and complaints policy (B2C and B2B)
13.1. Non-perishable goods (general rules)
Where legally or contractually applicable, DOEN will handle returns according to the nature of the product and the type of customer (B2C or B2B), and according to the reason (withdrawal, error, defect/non-conformity).
13.2. Perishable goods: error or defect/non-conformity only
For perishable goods, DOEN will only process returns, replacements or refunds in the following cases:
• Shipping error (incorrect product, incorrect quantity, etc.), or
• Defective/non-compliant product.
To process the incident, the customer must report it as soon as possible to info@doen.es, indicating the order number and providing reasonable evidence (e.g. photographs of the packaging, labelling and condition of the product) to allow verification and traceability.
14. Defective or non-compliant product
In B2C, if the product delivered does not comply with the contract, the consumer is entitled to the corrective measures provided for by law (repair, replacement, price reduction or termination, as appropriate and in accordance with applicable regulations).
In B2B, DOEN will deal with incidents of defect or non-conformity in accordance with the agreement and, failing that, in accordance with the legal regime applicable to the type of sale, taking into account the nature of the product.
15. Customer service
Customers can contact DOEN via:
• Email: info@doen.es
• Telephone: 692 678 901
16. Sale of alcohol to minors
The sale of alcoholic beverages to persons under the age of 18 is prohibited.
DOEN may implement reasonable age verification measures when necessary to comply with this prohibition.
17. Protection of personal data
When users provide personal data through the Website (e.g. for purchases or enquiries), DOEN will process such data in accordance with the GDPR and will provide the information required by the data subject (including the identity of the controller, purposes, legal basis, recipients and rights) through the Privacy Policy.
18. Cookies
The Website uses cookies and/or similar technologies in accordance with the Cookie Policy published on the Website itself.
19. Intellectual and industrial property
The contents of the Website (texts, images, design, software, trademarks, logos, etc.) are protected by intellectual and industrial property rights.
The reproduction, distribution, public communication, transformation or any form of unauthorised exploitation of the contents is prohibited, except in cases where it is legally permitted.
20. Links to third parties
The Website may include links to third-party websites.
DOEN is not responsible for the content, services or information on these sites, nor for any damages that may arise from accessing or using them.
21. Limitation of liability
DOEN takes reasonable measures to ensure the proper functioning of the Website, but does not guarantee the absence of interruptions, errors or technical incidents.
DOEN is not responsible for damages resulting from interference, viruses or other disconnections due to causes beyond its control, nor for the misuse of the Website by the user.
22. Modification of the conditions
DOEN may modify these Conditions for legal, technical or operational reasons.
The conditions applicable to each order will be those in force at the time of formalisation of the purchase.
23. Applicable legislation and jurisdiction
These Terms and Conditions are governed by Spanish law.
In B2C, where applicable, mandatory consumer protection regulations will be respected, including applicable rules on territorial jurisdiction.
In B2B, unless otherwise required by mandatory regulations, the parties submit to the Courts and Tribunals that correspond in accordance with applicable regulations.