1. Right of withdrawal
1.1. Period. A Customer who is a consumer may withdraw from the contract within 14 calendar days from the day on which they, or a third party other than the carrier designated by them, take physical possession of the products. If the order includes several products delivered separately, the period starts from receipt of the last one.
1.2. How to withdraw. To exercise this right, the Customer must inform Masterkool of their decision by an unequivocal statement, by email to info@masterkool.es or by post to the address given in section 1.3. The Customer may use the model withdrawal form at the end of this page, but it is not obligatory. It is sufficient to send the communication before the period expires.
1.3. Returning the products. The Customer must return the products without undue delay and, in any event, within 14 calendar days from the notice of withdrawal, to: Home Garden & Lifestyle Solutions, S.L. (Masterkool® España), C/ Camino de la Caseta 1, local 1-D, 29670 San Pedro Alcántara, Marbella (Málaga), Spain. Products must be returned complete, with their accessories and properly packed.
1.4. Return costs. The direct cost of returning the products is borne by the Customer. Products that cannot be returned by ordinary post because of their size or weight (such as fire tables, Big Green Egg grills or parasols) require courier transport. At the Customer’s request, Masterkool can arrange the collection, after informing the Customer of its cost.
1.5. Refund. Masterkool will refund all payments received, including the original delivery costs (except any supplementary costs resulting from the choice of a delivery method other than the least expensive one offered), without undue delay and in any event within 14 calendar days from the date on which it is informed of the withdrawal. The refund will be made using the same payment method used for the purchase. Masterkool may withhold the refund until it has received the products or until the Customer has supplied evidence of having sent them back, whichever is the earliest.
1.6. Condition of the products. The Customer may handle the products only as necessary to establish their nature, characteristics and functioning. Masterkool will inspect the products on receipt. The Customer is liable for any diminished value resulting from other handling, such as lighting a grill or using fuel in a burner.
2. Exceptions
The right of withdrawal does not apply to:
- Products made to the Customer’s specifications (article 103.c of the TRLGDCU). This includes Tuuci parasols, which are made to order according to the model, size, finish, canopy and options chosen. The M1 Classic with white canopy is an exception and may be returned under the conditions of section 1.
- Purchases by businesses or professionals, who do not qualify as consumers.
3. Faulty products or transport damage
3.1. If a product arrives damaged or is not in conformity, the Customer must report it to info@masterkool.es, stating the order number and attaching photographs.
3.2. Consumers are entitled to have the product repaired or replaced free of charge and, where applicable, to a price reduction or termination of the contract, under articles 114 et seq. of the TRLGDCU. The statutory guarantee lasts three years from delivery.
3.3. Shipping and collection costs arising from a lack of conformity are borne by Masterkool.
3.4. Manufacturers’ commercial guarantees are governed by their own terms and do not affect the consumer’s statutory rights.
4. Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To Home Garden & Lifestyle Solutions, S.L. (Masterkool® España), C/ Camino de la Caseta 1, local 1-D, 29670 San Pedro Alcántara, Marbella (Málaga), Spain, info@masterkool.es:
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods:
- Ordered on / received on (*):
- Order number:
- Name of consumer(s):
- Address of consumer(s):
- Signature of consumer(s) (only if this form is notified on paper):
- Date:
(*) Delete as appropriate.