Condiciones generales

1. TERMS AND CONDITIONS OF USE AND CONTRACT

The website and its services are free and open access. However, SAN SARU, SL may condition the use of some of the services offered on its website to the prior completion of the corresponding form.

The user guarantees the authenticity and timeliness of all data communicated to SAN SARU, SL and shall be solely responsible for any false or inaccurate statements made.

The user expressly agrees to make appropriate use of the contents and services of SAN SARU, SL and not to use them for, among others:

      1. Disseminate criminal, violent, pornographic, racist, xenophobic, offensive, supporting terrorism or, in general, contrary to law or public order.
      2. Introduce into the network computer viruses or perform actions likely to alter, damage, interrupt or generate errors or damage to electronic documents, data or physical and logical systems of SAN SARU, SL or third parties; as well as hinder the access of other users to the website and its services through the mass consumption of computing resources through which SAN SARU, SL provides its services.
      3. Attempt to access the email accounts of other users or restricted areas of the computer systems of SAN SARU, SL or third parties and, where appropriate, extract information.
      4. Violate the rights of intellectual or industrial property, as well as violate the confidentiality of the information of SAN SARU, SL or third parties.
      5. Impersonate the identity of any other user.
      6. Reproduce, copy, distribute, make available to, or any other form of public communication, transform or modify the contents, unless authorized by the owner of the corresponding rights, or it is legally permitted.
      7. Collect data for advertising purposes and to send advertising of any kind and communications for sales or other commercial purposes without prior request or consent.

All contents of the website, such as text, photographs, graphics, images, icons, technology, software, as well as graphic design and source codes, constitute a work whose property belongs to SAN SARU, SL, without being transferred to the user any exploitation rights over them beyond what is strictly necessary for the proper use of the web.

In short, users who access this website can view the contents and make, where appropriate, authorized private copies provided that the elements reproduced are not subsequently transferred to third parties, or installed on servers connected to networks, or are subject to any kind of exploitation.

Also, all trademarks, trade names or logos of any kind that appear on the website are owned by SAN SARU, SL, without it being understood that the use or access to it gives the user any right over them.

The distribution, modification, transfer or public communication of the contents and any other act that has not been expressly authorized by the holder of the exploitation rights are prohibited.

The establishment of a hyperlink does not imply in any case the existence of relations between SAN SARU, SL and the owner of the website on which it is established, nor the acceptance and approval by SAN SARU, SL of its contents or services.

SAN SARU, SL is not responsible for the use that each user gives to the materials made available on this website or the actions carried out on the basis thereof.

1.1. DISCLAIMER OF WARRANTIES AND LIABILITY IN ACCESS AND USE

The content of this website is of a general nature and is for informational purposes only, without fully guaranteeing access to all content, nor its completeness, correctness, validity or timeliness, nor its suitability or usefulness for a specific purpose.

SAN SARU, SL excludes, to the extent permitted by law, any liability for damages of any kind arising from:

      1. The impossibility of accessing the website or the lack of truthfulness, accuracy, completeness and/or timeliness of the contents, as well as the existence of vices and defects of any kind of content transmitted, disseminated, stored, made available, accessed through the website or the services offered.
      2. The presence of viruses or other elements in the contents that may cause alterations in computer systems, electronic documents or user data.
      3. Failure to comply with the laws, good faith, public order, traffic uses and this legal notice as a result of improper use of the website. In particular, and by way of example, SAN SARU, SL is not responsible for the actions of third parties that violate intellectual and industrial property rights, trade secrets, rights to honor, personal and family privacy and self-image, as well as the rules on unfair competition and illegal advertising.

Also, SAN SARU, SL disclaims any responsibility for information that is outside this website and is not managed directly by our webmaster. The function of the links that appear on this website is exclusively to inform the user about the existence of other sources likely to expand the content offered by this website. SAN SARU, SL does not guarantee nor is responsible for the operation or accessibility of the linked sites, nor suggests, invites or recommends a visit to them, so it will not be responsible for the result obtained. SAN SARU, SL is not responsible for the establishment of hyperlinks by third parties.

SAN SARU, SL reserves the right to cancel or modify the customer's order in case there is an error on the web and / or internal.

1.2. PROCEDURE IN THE EVENT OF UNLAWFUL ACTIVITIES

If any user or third-party considers that there are facts or circumstances that reveal the unlawful nature of the use of any content and / or the performance of any activity on the web pages included or accessible through the website, you must send a notification to SAN SARU, SL duly identifying themselves and specifying the alleged infringements.

1.3. PUBLICATIONS

The administrative information provided through the website does not replace the legal publication of laws, regulations, plans, general provisions and acts that have to be formally published in the official journals of public administrations, which are the only instrument that attests to their authenticity and content. The information available on this website should be understood as a guide with no purpose of legal validity.

1.4. CONTRACTING CONDITIONS

The website www.sansarushop.com is owned by SAN SARU SL, with a registered office at Alcalde Josep Abril 23, 1º 1ª, 08302, Mataró. With CIF B66821919.

This website is available to any user and subject to our terms and conditions: Privacy Policy, Legal Notice, Cookie Policy and Terms of Use and Contracting.

When you use our website and browse through it, you agree to our terms and conditions and thereby agree not to use the website for illegal purposes.

For legal reasons, all electronic documents with which purchases are made are kept on file. You will be able to access these documents from your customer account or by requesting them at info@sansarushop.com.

1.5. DESCRIPTION OF THE WEBSITE

Through our website, we allow you to purchase 925 Sterling Silver jewelry products.

The language in which we will make the communication of the purchase is in Spanish or English.

The purchase process is as follows:

      1. Select the product category you want to visit or use the search engine, located at the top right, to get to a particular product.
      2. You can find the different sections of our jewelry sorted by category and all the variety of 925 Silver Jewelry. In each category, there are subsections to make your search more specific.
      3. Once you have chosen the category, you can view all the products, to learn more information about them, click on them, and you can see the different photos and measurements of each one.
      4. There are products that you can customize to choose your initial, size or length of the chain. To complete this, open the drop-down menu on the right and choose the one you want. Depending on the necklace, the chain has an extension or another, you can know this by entering the product and reading the description, some necklaces give you the option to choose between two types of chain.
      5. When you have your favorite jewel you only have to add it to the cart, and it will be added directly to your purchase, you can view the cart whenever you want by clicking on it at the top right.
      6. Once you have all your jewelry in the cart you must click on your cart, you have to accept the "Terms and Conditions", and if you want to leave us a comment about the order or tell us something, leave it in the box that appears in this step, then you have to click on "Checkout".
      7. If you still want to add more items to the cart, you can go back or click on "Continue shopping".
      8. Once you click on "Checkout" you will be prompted to fill in all the necessary information to complete your purchase.
      9. First, you will be asked for your contact information. First you have to write your email, and accept or not that we send you mails (we send very few mails, and when we send them, be prepared) you have to enter your name, then you have to indicate your shipping information where you have to put your address, city, country, province/state and zip code. Your phone number for our carrier or in case there is an error when sending your order. It is important to check this information, especially the address, telephone and email so that everything arrives correctly, both the confirmation emails and your order. In this same step, you can click on the last box to save your data for the next purchase. And finally, click on "Continue to shipping method".
      10. In this step, you have to choose the shipping method. Once you have chosen it, click on "Continue to payment method".
      11. Finally, you have reached the payment method, and at all times on the right you have where to add your discount code, and now it is in the last step where you can add it.
      12. Now yes, to finish you have to choose the payment method, by PayPal or credit card. If you want to pay by bank transfer, you must inform us at info@sansarushop.com. And click on "Finalize order".
      13. If you have paid with PayPal, you must enter your account information. If you have chosen the credit card method, you must enter all the data registered by the Stripe platform.
      14. Finally, you will receive an email confirming your order in less than 24 hours, with the order details, in a few days you will have your jewel with you! The purchase confirmation will also be saved in your customer profile if you have it. In any case, you can request it to info@sansarushop.com.
      15. Once the purchase has been made, if your order has not yet been shipped, you can modify addresses or product units by sending an email to info@sansarushop.com.

1.6. SHIPPING

We ship worldwide!* Shipments to Spain peninsula are made in 3/4 days, but we also have 24-48h service in Spain peninsula for €4,99. We ship to the Canary and Balearic Islands. And of course, we ship internationally.

Everything is counted in business days (Monday to Friday) and will start counting from the next business day (Monday to Friday) that the order has been placed. The current shipping options we have, are:

DESTINATION TIME OF DELIVERY PRICE TRANSPORT COMPANY
SPAIN (Peninsula) Express 24/48H 4,99 € DHL/SEUR
SPAIN (Peninsula) 3/4 DAYS 3,99 € DHL/SEUR/MRW
SPAIN (Balearic Islands) 3/4 DAYS 4,99 € DHL
SPAIN (Canarias, Ceuta and Melilla) 8/10 DAYS 6,99 € CORREOS
PORTUGAL (Peninsula)* 2/3 DAYS 3,99 € +DHL
FRANCE*, ITALY*, GERMANY, NETHERLANDS 2/4 DAYS 5,99 € DHL/SEUR
MONACO, BELGIUM, AUSTRIA, POLAND 2/4 DAYS 6,99 € DHL/SEUR/UPS

SLOVAKIA, SLOVENIA, CZECH REPUBLIC, HUNGARY, CROATIA,
 LITHUANIA, LATVIA, ROMANIA, BULGARIA, IRELAND,
GREECE, ESTONIA,DENMARK, FINLAND, SWEDEN, LUXEMBOURG

 4/6 DAYS 6,99 € DHL/SEUR/UPS
UNITED KINGDOM 4/6 DAYS 7,99 € DHL
CANADA, UNITED STATES, MEXICO, 48/72H 24,99 € UPS
AUSTRALIA, BRAZIL, CHILE, COLOMBIA, JAPAN, MEXICO, NEW ZEALAND, PERU 4/6 DAYS 10,99 € UPS

ÅLAND ISLANDS, ALBANIA, ANDORRA, ARMENIA, BELARUS, BOSNIA AND HERZEGOVINA, BOUVET ISLAND, CYPRUS, FEROE ISLANDS, GEORGIA, GIBRALTAR, GREENLAND, GUADALUPE, GUERNESEY, VATICAN CITY, ICELAND, ISLE OF MAN, JERSEY, KOSOVO, LIECHTENSTEIN, MALTA, MAYOTTE, MOLDOVA, MONTENEGRO, NORWAY, SAN MARINO, SERBIA, SVALBARD AND JAN MAYEN, TURKEY

 5/10 DAYS 6,99 € CORREOS
ISRAEL* 15/30 DAYS 14,99 €
CORREOS
REUNION 5/10 DAYS 14,99 €
UPS / OTHERS
REST OF THE WORLD 10/15 DAYS 14,99 €
CORREOS
      • Everything is counted in working days (Monday to Friday) and will start counting from the next working day (Monday to Friday) that the order was placed.

      • In isolated cases, delivery times may be affected. We could indicate a new delivery time in case of overwork. We may deactivate the 24/48 hours delivery due to overwork (if you see that this delivery is deactivated, and you need it urgently, please let us know and we will try to do our best).
      • Free shipping: Shipping is free for purchases over:
        • In Spain: Over €50.
        • In Europe (Except Switzerland, Ukraine, Russia and Northern Macedonia): More than €100.
        • In the rest of the world (Except Singapore): Over €200.
      • The free shipments for promotions published by San Saru S.L. and for superior amount in the cart, in Spain peninsula will be made with the standard shipment of 3/4 working days (Monday to Friday), in Europe and rest of the world the shipment will be made in the days indicated in the table above.
      • After 5 days of the expedition, the packages will be returned to San Saru S.L. and the shipping cost will not be refunded, so you have to be very attentive to receive it before 5 days after receiving the message that the package will be delivered. In case of any incident detected in your shipment we will inform you.
      • Shipments outside Spain peninsula may have some kind of customs tax, this depends on your region and the customs procedures that are imposed. San Saru S.L. is not responsible for these taxes.
      • The delivery date may vary depending on several factors: availability of the chosen product, shipping area, specific circumstances of each order or incidents of the delivery company. In case of a delay in delivery, we will inform you to inform you about everything. If the order does not comply with the deadline established here, San Saru S.L. is not responsible.
      • Deliveries and shipments are made every day of the week except Saturdays, Sundays and holidays. During office hours. We leave you a link to the festive of San Saru so you can see the days when we will not ship.
      • *We ship worldwide except Singapore, Russia, Ukraine and Northern Macedonia.
      • *Possible delay due to border closures in the country due to Covid-19.
      • *Shipments to Sardinia, Sicily and Corsica are shipped with CORREOS and the shipping time is 10/12 days.
      • *Shipments to the Azores are shipped with CORREOS and the shipping time is 10/15 days.

1.7. PRICES AND TAXES

The prices of all products on the website of SAN SARU SL (www.sansarushop.com) are shown in euros (€), the total price shown is already the price with VAT in the case of Spain peninsula, Balearic Islands and the rest of the world. You will be able to see a breakdown of this in the final confirmation of your order that you will receive in the mail. The price for the Canary Islands is the total price shown in euros (€) and in this case, VAT is not broken down, it is the total price of the product.

1.8. PAYMENT METHODS

In San Saru we provide you with different payment methods, all of them equally secure, so that you can use the one that best suits your needs:

1.8.1. CREDIT CARD

All payments made by credit card on the web are processed by Stripe, the fastest, safest and most advanced platform in the industry. You only need your credit card to make the payment.

1.8.2. PAYPAL

Allows you to make payments through your email securely, conveniently and cost-effectively. Without having to remember all your bank details or share them. You only need to indicate this option and log in with your PayPal account.

1.8.3. BANK TRANSFER

You can contact us by sending an email to info@sansarushop.com, and we will provide you with all the necessary information so that you can pay your order.

1.8.4. AMAZON PAY

Allows you to make payments using any of the payment methods registered in your Amazon account.

1.8.5. BIZUM

Pay quickly, securely and conveniently. Simply enter your cell phone number and confirm the payment in your bank's application.

1.8.6. GOOGLE PAY

Allows you to make online and mobile payments through your Google account.

1.8.7. APPLE PAY

You will be able to pay through your Apple account in a simple and secure way.

1.8.8. SHOP PAY

You will be able to save your email address, credit card, shipping and billing information on our website so you can complete your transaction much faster next time on any other Shopify platform.

All transactions made through the website are done through fully secure payment gateways with SSL security to ensure data transmission.

1.9. QUALITY GUARANTEE

All our jewels are made of 925 Sterling Silver, this means that 92.5% is silver and 7.5% is copper, since pure silver is very soft, and to work it we need to put a little copper to make it hard.

The 925 Sterling Silver is a precious metal that you can use in your daily life without spoiling. But in certain circumstances it can darken, but it is not a problem because it can be easily cleaned and it will always keep its properties as the first day, to clean it you just have to follow the steps that we tell you in the section of tips for your jewelry.

In addition, in all our jewelry with stones, the stones are natural (these are indicated in the description of each product). We have Moonstone, Topaz, Labradorite, Onyx, Rose Quartz, Quartz, Mystic Quartz, Lapis Lazuli, Aquamarine, Howlite, Amazonite, Sodalite, Amethyst, Tiger Eye, Larimar, Chalcedony, Celestial Agate, Fuchsia Agate, Jade Stone, White Scolecite, Rhodochrosite, Chrysocolla and Malachite. In some models, the stones such as Turquoise, Ruby, Amber, Brown Sunstone and Blue Sunstone are reconstructed stones, they are made with the natural stone but joining several small pieces. We work with natural materials such as mother-of-pearl or shells. And as well as reconstructed stones, we have reconstructed coral. Other of our jewels are made with zirconia and crystal. However, Opal is an elaborated stone.

In the case of our gold jewelry we keep our essence. They are all made in 925 Sterling Silver and plated, in the case of earrings, necklaces and bracelets in 22kt gold with a thickness of 2 microns, and in the case of rings are plated in 22kt with a thickness of 3 microns. It is the best value for money for your jewelry to be resistant, also in the rings we put this extra micron so that the durability is much greater, since we use our hands constantly.

Many of our jewels are made by ourselves in Barcelona and others in workshops with which we maintain a close relationship.

We want to make you happy, that is our main goal, and if your jewel does not have the desired quality, we want to give you the best solution.

All San Saru jewelry is guaranteed for three years from delivery*. If your jewelry in this period has suffered any breakage or damage, please contact us. We will need you to keep the defective product and send us a photo showing its condition, only in this way we will be able to process your incident. Once the condition has been assessed, depending on the situation and the product, we will offer you one solution or another. We will not be able to give a solution if we do not check the condition of the product.

This warranty does not cover breakage due to misuse. It also does not cover wear and scratches caused by use, and in the case of gold jewelry, it does not cover wear and tear of the gold plating.

The warranty also does not cover dirt on the jewelry. Keep in mind that 925 Sterling Silver is a precious metal and can get dirty. In case you have a problem with soiling your jewelry you will only have to clean it using one of our methods. Contact us so we can explain you which is the best method to clean your jewelry. In case the problem persists after using the indicated method, we will ask you for a video cleaning it before proceeding with any solution.

If you have any problem with the quality of your product, just contact us and we will be more than happy to help you and give you a solution. The fastest way to contact us is by email at info@sansarushop.com or at our WhatsApp +34644298331.

* For all purchases made before 01/01/2022, the warranty will be 2 years from delivery.

1.10. RETURNS AND EXCHANGES

IF YOU ARE NOT SATISFIED WITH YOUR ORDER

You have 30 days since you received the product to fall in love with it, if in the end it is not and the product is in perfect condition you can return or exchange it. All purchases made between 12/11/2023 and 12/12/2023, the period for exchanges and returns is extended until 15/01/2024. In case the exchange or return is made after 15/01/2024, the customer will be responsible for the cost of the exchange or return.

To process an exchange or return, just click on the following button where you can make the request:

RETURN AND EXCHANGE SITE

Depending on your country, we will proceed in one way or another.

DESTINATION FIRST CHANGE

FIRST RETURN		 TRANSPORT COMPANY
SPAIN (Peninsular) FREE FREE MRW
SPAIN (Balearic Islands)

FREE

FREE		 DHL
SPAIN (Canary Islands, Ceuta and Melilla) THE RETURN IS CHARGED BY THE CLIENT AND THE NEW SHIPPING IS CHARGED BY SAN SARU THE RETURN IS CHARGED BY THE CLIENT COMPANY THAT THE CUSTOMER CHOOSES / WE SEND WITH POST
PORTUGAL (Peninsular)

FREE

FREE		 MRW
FRANCE, ITALY, GERMANY, BELGIUM, AUSTRIA, NETHERLANDS, LUXEMBOURG, MONACO, IRELAND, GREECE, CZECH REPUBLIC, CROATIA, SLOVAKIA, SLOVENIA, HUNGARY, POLAND, BULGARIA, ESTONIA, LATVIA, LITHUANIA AND ROMANIA 9,99 € 6,99€ DHL
DENMARK, FINLAND, SWEDEN 9,99 € 6,99€ UPS
UNITED STATES, CANADA, ALGERIA, ARGENTINA, BELIZE, BOLIVIA, BRAZIL, CHILE, COLOMBIA, COSTA RICA, DOMINICAN REPUBLIC, ECUADOR, EGYPT, EL SALVADOR, GUATEMALA, EQUATORIAL GUINEA, HAITI, HONDURAS, HONG KONG, LIBYA, MOROCCO, MEXICO, NICARAGUA, PANAMA, PARAGUAY, PERU, SINGAPORE, THAILAND, TAIWAN, URUGUAY, VENEZUELA, AFGHANISTAN, SAUDI ARABIA, AUSTRALIA, BAHRAIN, CENTRAL AFRICAN REPUBLIC, CHAD, CHINA, SOUTH KOREA, ARAB EMIRATES, PHILIPPINES, GAMBIA, INDIA, INDONESIA, IRAQ, JAPAN, JORDAN, KUWAIT, LEBANON, MALAYSIA, MONGOLIA, NEW ZEALAND, OMAN, PAKISTAN, QATAR AND SOUTH AFRICA WE DO NOT MAKE CHANGES

THE RETURN IS CHARGED BY THE CLIENT		 COMPANY CHOSEN BY THE CLIENT
REST OF THE WORLD

WE DO NOT MAKE CHANGES		 THE RETURN IS CHARGED BY THE CLIENT COMPANY CHOSEN BY THE CLIENT

 

Once you have made your request, we will email you with all the instructions and exactly what to do. Don't worry, it's very easy! To know a little more about our policy, we leave you here the detailed information:

      • If you are going to make an exchange, and you want to take advantage of the shipment to add something else, once you have made the request in the link, please let us know through info@sansarushop.com, we will add it later.
      • The new shipment of the change will always be effective at the same address where the first shipment was sent.
      • An exchange can be made: for the same product, for another of greater amount, paying the difference, or for one of lesser amount, receiving the corresponding refund once we receive the product.
      • The refund will be for the amount of the product, never for the shipping costs.
      • We do not make exchanges and returns on some products in the "Essentials" section such as boxes, kraft bags, silver wipes and postcards. We also do not do returns and exchanges on personalized jewelry or products that have been used.
      • When you want to make changes or returns on an order with a promotion or discount, keep in mind that in the case of a return, the refund will be proportional to the discount code / promotion that has been used.
      • The products that are in the category of essential products, free products and products that are included for free in the order for higher amounts will be subject to changes and returns. That is to say, in the case of wanting to process an exchange or return of an order, we will consider if any of the "essential" products have been included free of charge. If the amount is less than the minimum amount established to be included, San Saru reserves the right to claim this product.

The customer will be responsible for the exchange and/or return if:

      • You have already made a first exchange or return of that order and want to make a new procedure (either exchange or return).
      • You make an exchange or return after the period of 30 days. In this case, we will first check that the product is in perfect condition in order to authorize the shipment of the new one or process the return. With a maximum period of 45 days.  

In case you have any problem with the request so that we can help you, please contact our customer support through the mail info@sansarushop.com and tell us:

      • The reason for the return.
      • Which product you want to exchange or return.
      • What you want the solution to be.
      • What you want the solution to be.

You can see our policy here:

DESTINATION

CHANGE		 RETURN TRANSPORT COMPANY
SPAIN (Peninsular) 6,99 € 3,99 € MRW
SPAIN (Balearic Islands)

6,99 €		 3,99 €

DHL
SPAIN (Canary Islands, Ceuta and Melilla) THE RETURN IS CHARGED BY THE CUSTOMER AND THE NEW SHIPPING ALSO WITH A COST TO PAY TO SAN SARU OF 4.99 € THE RETURN IS CHARGED BY THE CLIENT COMPANY THAT THE CUSTOMER CHOOSES / WE SEND WITH POST
PORTUGAL (Peninsular)


6,99 €


3,99 €		 MRW
FRANCE, ITALY, GERMANY 9,99 € 6,99€ DHL
BELGIUM, AUSTRIA, NETHERLANDS, LUXEMBOURG, MONACO, DENMARK, FINLAND, IRELAND, SWEDEN, GREECE, CZECH REPUBLIC, CROATIA, SLOVAKIA, SLOVENIA, HUNGARY, POLAND, BULGARIA, ESTONIA, LATVIA, LITHUANIA AND ROMANIA 9,99 € 6,99€ UPS
UNITED STATES, CANADA, ALGERIA, ARGENTINA, BELIZE, BOLIVIA, BRAZIL, CHILE, COLOMBIA, COSTA RICA, DOMINICAN REPUBLIC, ECUADOR, EGYPT, EL SALVADOR, GUATEMALA, EQUATORIAL GUINEA, HAITI, HONDURAS, HONG KONG, LIBYA, MOROCCO, MEXICO, NICARAGUA, PANAMA, PARAGUAY, PERU, SINGAPORE, THAILAND, TAIWAN, URUGUAY, VENEZUELA, AFGHANISTAN, SAUDI ARABIA, AUSTRALIA, BAHRAIN, CENTRAL AFRICAN REPUBLIC, CHAD, CHINA, SOUTH KOREA, ARAB EMIRATES, PHILIPPINES, GAMBIA, INDIA, INDONESIA, IRAQ, JAPAN, JORDAN, KUWAIT, LEBANON, MALAYSIA, MONGOLIA, NEW ZEALAND, OMAN, PAKISTAN, QATAR AND SOUTH AFRICA WE DO NOT MAKE CHANGES

THE RETURN IS CHARGED BY THE CLIENT		 COMPANY CHOSEN BY THE CLIENT
REST OF THE WORLD

WE DO NOT MAKE CHANGES		 THE RETURN IS CHARGED BY THE CLIENT COMPANY CHOSEN BY THE CLIENT

IF YOUR ORDER HAS ARRIVED BROKEN OR DEFECTIVE


You have 2 days to notify us of the problem. We will give you a solution. The options are as follows:

      • Exchange it for another product of the same value.
      • If the product is out of stock, we will exchange it for another product of the same value.
      • We will refund you the total amount.

To solve the incident as soon as possible, enter the following portal and follow the instructions so we can help you:

 

RETURN AND EXCHANGE SITE

 

Above all, remember to attach a photo where we can appreciate the defect as best as possible. In case our team considers that it is not a defect, do not worry, we will contact you, and we will look for the best solution. If you have any incidence making the request, please contact us so we can give you a solution. You must email us to info@sansarushop.com and tell us:

      • Explain what happened with the product.
      • Photo of the product where the defect can be seen.
      • Any of the following data: Full name or order number.

In this case, San Saru will bear the costs.

1.10.3. WITHDRAWAL / REIMBURSEMENT

You can cancel your order at any time and without any cost, as long as you have notified us before the order leaves our facilities and is in the hands of our carrier. Otherwise, you will have to wait to receive the order to process a full refund, in this case, we will only refund the amount of the product and not the shipping cost.

Once we receive the package back, San Saru will check that it is in good condition, and we will refund the amount in the following 15 calendar days after San Saru has received the returned package.

1.10.4. DEFECT / ERROR

To notify us of a product defect or an error on our part, you have a period of 2 days to notify us of the problem. We will give you a solution. The options are as follows:

      • Exchange it for another product of the same value.
      • If the product is out of stock, we will exchange it for another product of the same value.
      • We will refund you the total amount.

Please contact us so we can give you a solution. You must email us to info@sansarushop.com and tell us:

      • Explain what happened with the product.
      • Photo of the product where the defect can be seen.
      • Any of the following data: Full name or order number.

In this case, San Saru will be responsible for the costs.

Once we receive this information, we will give you the corresponding solution. All this process will be free of charge.

The cases we receive after these 2 days will be studied differently, and we will give you a solution as soon as possible and as favorable as possible to the customer.

1.10.5. WARRANTY

The products are covered by a three-year warranty* against breakage and damage not caused by wear and tear.

In order to assess the damage to the jewel, it is essential and mandatory to submit a photograph or video of the jewel to assess its condition. In addition to keeping the defective product. Without these tests, we will not be able to offer any solution if we cannot check the condition of the product.

If the damage or breakage is due to use, we will let you know and offer you a solution with the corresponding cost.

In case the damage or breakage is really generated by production reasons, we will proceed to repair it, replace it or refund the amount of the product, depending on the situation and the product.

* For all purchases made before 01/01/2022, the warranty will be 2 years from the date of delivery.

1.11. VALIDITY OF OFFERS / DISCOUNTS / FREE PRODUCTS

The products found on the San Saru website and their prices will be available for as long as they are in the website catalog and are being displayed.

San Saru reserves the right to make changes and modifications to the website, as well as to update products, change prices without prior notice, change descriptions and photographs.

In the case of discount coupons, two discount codes cannot be applied at the same time, only one is allowed.

All products that are in the category of essential products, free products and those that are included for free in the order for higher amounts will be subject to changes and returns. If when processing an exchange or return with one of these products, the amount is less than the minimum amount established for it to be included, San Saru reserves the right to reclaim this product. In addition, it is possible that these products will be sold out and we cancel this promotion. So we are not responsible if at the time of processing your order we cannot include one of these items.

Any free shipping promotion promoted by San Saru will only be valid on amounts over €7.00.

Any error with the free product, San Saru reserves the right to modify the order on free products.

1.12 CUSTOMER SERVICE

San Saru is committed to always giving the best solution to the customer, even if it means a cost for him or for San Saru. If your case is not common, please contact us anyway, we will always try to give you a solution as far as possible. All claims, complaints and problems can be sent to us so that we can give you a solution.

Our customer service is also available to answer any questions you may have.

Our customer service hours are from 8:00 am to 6:00 pm. You can write to info@sansarushop.com, call +34938536044 or send a WhatsApp to +34644298331.

 

2. ONLINE DISPUTE RESOLUTION

In compliance with the provisions of Article 14.1 of Regulation (EU) 524/2013 of the European Parliament and of the Council of 21 May 2013, if the buyer has the status of consumer, we inform you of the existence of an online out-of-court dispute resolution platform made available by the European Commission through which consumers may submit their claims:

ONLINE DISPUTE RESOLUTION

 

3.PROCESSING OF PERSONAL DATA


In accordance with Regulation (EU) 2016/679 (General Data Protection Regulation) and Organic Law 3/2018 on Personal Data Protection and guarantee of digital rights, the personal data provided by reason of the use of the Website will be included in a database for which SAN SARU, S.L. is responsible and which complies with the technical and organizational measures for the purpose of protecting such data.


The processing of personal data by SAN SARU, S.L. as well as any other information requested for access and use of the Website, shall be governed by the provisions of the Privacy Policy of SAN SARU, S.L. You can consult the Privacy Policy through the following link.


TERMS AND CONDITIONS