This policy sets out the rights granted by Spanish law to anyone purchasing from Sa Teulera Magatzem de Construcció S.L. and how to exercise them with us. It applies to purchases made via this website and, where applicable, to purchases at our warehouse in Vilafranca de Bonany. The benchmark regulation is the consolidated text of the Ley General para la Defensa de los Consumidores y Usuarios (Real Decreto Legislativo 1/2007, «LGDCU»), as currently amended.
1. Who this applies to
The rights of withdrawal and statutory guarantee described below apply to consumers and users (individuals acting for purposes outside their trade, business, or profession, art. 3 LGDCU). Purchases made by businesses and professionals in the exercise of their activity are governed by our Conditions of sale and by the Código de Comercio; they carry no statutory right of withdrawal, without prejudice to any returns agreed on a case-by-case basis.
2. Right of withdrawal for distance purchases (website)
If you make a purchase via this website, you can withdraw from the contract within 14 calendar days without having to give any reason and without penalty (arts. 102 and 104 LGDCU). The period begins on the day on which you, or a third party indicated by you other than the carrier, take receipt of the product. If a single order is delivered in multiple shipments, the period runs from receipt of the last one.
How to exercise it
- Notify us of your decision before the deadline expires, by any means that provides proof: email to info@sateuleramagatzem.com, letter to Carretera Vella Palma-Manacor, KM 38, 07250 Vilafranca de Bonany (Illes Balears), or in person at the warehouse. You may use the model form in section 6, but it is not mandatory.
- State your name, order number, date of receipt, and the products you are returning.
- We will acknowledge receipt of your notice without delay by email.
Returning the product
- You must return the products to us within a maximum of 14 calendar days from the date you communicate your withdrawal (art. 108 LGDCU), by delivering them to our warehouse or sending them to the address above.
- The direct costs of return (return transport) are borne by you. Many building materials (bags, pallets, ceramics, long profiles) cannot be returned by ordinary post; in that case, if you ask us to collect them with our lorry, the collection charge is the same as for our delivery zones: 60 € (zone A), 100 € (zone B) or 140 € (zone C) per haulage run, VAT included. If the material is of special size or weight (crane, more than one haulage run), the maximum estimated cost is that of two haulage runs for your zone. You may also return it by your own means or hand it in at the warehouse free of charge.
- You may only handle the product to the extent necessary to establish its nature, characteristics, and functioning, just as you would in a shop. If the product has diminished in value as a result of handling other than that, you will be liable for that reduction in value (art. 108.2 LGDCU). A product that has been used, installed, cut, or is without its packaging and accessories cannot be resold as new.
Refund
- We will refund all payments received from you, including standard delivery charges, without undue delay and in any event within 14 calendar days from the day on which you communicated your withdrawal (art. 107 LGDCU). If you chose a delivery method that is more expensive than the standard delivery we offer, the difference will not be refunded.
- The refund is made using the same payment method you used (card via Redsys, bank transfer, etc.), unless you expressly agree otherwise and provided it does not incur any fees for you.
- We may withhold the refund until we have received the products back, or until you provide proof of having dispatched them, whichever occurs first.
Exceptions: when there is no right of withdrawal
Pursuant to art. 103 LGDCU, the right of withdrawal does not apply, among other cases, to:
- Products made to your specifications or clearly personalised: made-to-measure PVC or aluminium windows, doors, and enclosures, cut-to-size boards, profiles, glass, or worktops, and paint or mortar colour mixes prepared for you. A standard catalogue product ordered from the manufacturer specifically for you is not a personalised product and does permit withdrawal.
- Sealed products that cannot be returned for reasons of health protection or hygiene and that have been unsealed after delivery (for example, personal protective equipment and filters).
- Products which, after delivery, have been inseparably mixed with other items (aggregates, cements, mortars, adhesives, or resins already mixed or applied).
- Products that are liable to deteriorate or expire rapidly.
- Fully performed services (installation, cutting, transport already completed) where the performance began with your express consent and acknowledgment that you would lose your right of withdrawal once fully performed.
In orders combining stock products and made-to-measure products, withdrawal only applies to the former.
3. Purchases at the warehouse (in-person sales)
For purchases made in person at our warehouse, the law does not provide a right of withdrawal. This does not affect the statutory guarantee in section 4, which applies equally. For exchanges or returns of non-faulty stock material purchased in the shop, please consult us at the counter or call 971 560 154: we will advise you of the conditions (time limit, condition of the product and packaging, and receipt or invoice) before you travel.
4. Statutory guarantee of conformity
- All products we sell to consumers come with a three-year statutory guarantee from delivery (art. 120 LGDCU). During that period, we are liable for any lack of conformity that exists at the time of delivery.
- If the lack of conformity becomes apparent during the first two years, it is presumed to have already existed when the product was delivered, unless this is incompatible with its nature (art. 121 LGDCU). From the third year onwards, the consumer must prove that the defect was present from the outset.
- You may choose between repair or replacement of the product, both free of charge to you (including materials, labour, and carriage), unless one of these options proves impossible or disproportionate. If they cannot be carried out within a reasonable timeframe and without major inconvenience, or fail to resolve the problem, you may request a price reduction or rescission of the contract with a refund of the amount paid (arts. 117 a 119 LGDCU). Rescission does not apply where the lack of conformity is of minor importance.
- The guarantee period is suspended while the product is under repair. During the year following delivery of the repaired product, we remain liable for the lack of conformity that gave rise to the repair; if the product is replaced, the new product is covered under the same terms from the date of its delivery.
- Any commercial warranties offered by manufacturers (for example, on power tools, taps, or boilers) are in addition to the statutory guarantee and never reduce it. Their conditions appear in the product documentation.
- To process a guarantee claim, write to us at info@sateuleramagatzem.com with the order or invoice number, a description of the problem, and photographs. Retain your proof of purchase: it is the document that certifies the date of delivery.
The guarantee does not cover damage caused by incorrect use, installation, or maintenance, nor normal wear and tear. If a product is sold with any characteristic differing from the usual standard (for example, second-grade or clearance material with a specific flaw), only that specific characteristic will fall outside the guarantee when we have specifically informed you of it and you have expressly and separately accepted it upon purchase (art. 115 bis.4 LGDCU).
5. Product damaged in transit or incorrect order
Inspect the material upon receipt. If the packaging or the product shows visible damage, or an item is missing, record this on the carrier’s delivery note before signing it and notify us as soon as possible, preferably within 24 hours, with photographs. If we have sent you a product different from the one ordered, we will replace or collect it at no cost to you. Neither of these situations affects your right of withdrawal or your statutory guarantee.
6. Model withdrawal form
You only need to complete and send us this form if you wish to withdraw from the contract (anexo B de la Directiva 2011/83/UE, art. 97.1 LGDCU):
For the attention of Sa Teulera Magatzem de Construcció S.L., Carretera Vella Palma-Manacor, KM 38, 07250 Vilafranca de Bonany (Illes Balears), info@sateuleramagatzem.com:
I hereby give notice that I withdraw from my contract of sale of the following goods / provision of the following service: ________________________________
Ordered on / received on: ________________
Name of consumer: ________________
Address of consumer: ________________
Signature of consumer (only if this form is submitted on paper): ________________
Date: ________________
7. Complaints and dispute resolution
- We have official complaint forms available to customers at the warehouse, in accordance with consumer regulations of the Illes Balears.
- You may also contact the Dirección General de Consumo del Govern de les Illes Balears or the municipal consumer information office (OMIC) of your municipality, and request consumer arbitration before the Junta Arbitral de Consumo de les Illes Balears.
- Before lodging any formal complaint, write to us: we resolve most issues directly and without administrative proceedings.
8. Company details
Sa Teulera Magatzem de Construcció S.L. · CIF B57966574 · Carretera Vella Palma-Manacor, KM 38, 07250 Vilafranca de Bonany, Illes Balears · Tel. 971 560 154 · info@sateuleramagatzem.com
Last updated: 22 September 2026.