Terms of service

The company BORN TO LIVE, SLU (hereinafter, THE SELLER) with N.I.F
CIF. N0029015E
Registered Address:
C/Major, 6
25700 La Seu d'Urgel
Lleida (Spain)
Registered in the Mercantile Registry under number 19535, book S-310 Folio 351-360 dated September 15, 2020. With address at C/ Mayor, 6 25700 La Seu d'Urgell (Lleida, Spain) and btl email account @grauvell.com (hereinafter THE SELLER'S ADDRESS).
Any purchase of a product present in the online store of the web (from now on GRAUVELL.COM) requires the consultation and acceptance of these terms and conditions of sale. The purchase from this website and the fact of placing any order implies that you have read and accepted these conditions of sale.
The purpose of these general conditions is to define the rights and obligations of both parties, within the framework of the internet sale of products offered by the seller to the consumer (B2B & B2C)
Order confirmation
Once the purchase is made, the information will be followed in the process by an email to the email indicated by the buyer. It is the digital proof of the completion of the order.
Confirmation and proof of payment
The records stored in the systems of the company BORN TO LIVE, SLU, in adequate security conditions, are considered as proof of communications, orders and payments between both parties.
The storage of purchase orders/orders and invoices, carried out in a reliable and lasting way according to current legislation, can be created as proof of purchase.
Information about the products
Every effort has been made to ensure the accuracy of the information present on GRAUVELL.COM or its suppliers, however, they are not responsible for the consequences, incidents, damages resulting from electronic transmission or the accuracy of the transmitted information, even in the event that THE SELLER is aware of the possibility of such damage. Product names and brands are used for identification purposes only. All photos, descriptions and prices are not contractual.
Validity period of offers and prices
Special offers, promotions or discounts will be valid until the date indicated or until the end of the number of stocks indicated. Likewise, the prices indicated will be valid at the time of consulting the website.
Transportation costs and delivery times
The products are delivered to the address indicated by the buyer in the order form and only to the geographical destinations specified in the delivery forms.
All products are shipped in perfect condition. The customer must notify the logistics company (or courier) of the slightest trace of impact (holes, crush marks, etc.) on the package, and, when appropriate, must reject the package if he considers it so. An identical product will be shipped free of charge after appropriate checks.
As with any shipment, it is possible to experience a delay or the product may be lost. In such a case, the logistics company will be contacted to initiate an investigation. Every effort will be made, for as long as necessary, to find the package.
For our part, we decline any responsibility for delivery times caused by the logistics company, especially in the event of loss of products, weather or strikes, always within the terms previously informed in our section Expenses and shipping methods
Delivery times begin to be activated once the logistics department starts the preparation process.
In the case of B2B clients (authorized points of sale) the terms indicated in the agreed commercial conditions will be maintained.
Delivery problem by the logistics company
The consumer must send the SELLER, on the same day of delivery or at the latest on the first business day after delivery, any type of claim due to a delivery error and/or non-conformity of the goods in kind or quality, with respect to the information provided in the order form.
After this period, any claim will be denied. The presentation of this claim before the SELLER may be addressed to the ADDRESS OF THE SELLER.
The consumer must send a copy of the letter to the SELLER'S ADDRESS. Without this, no change will be made.
Delivery failed
The consumer must send the SELLER, on the same day of delivery or at the latest on the first business day after delivery, any type of claim due to a delivery error and/or non-conformity of the goods in kind or quality, with respect to the information provided in the order form.
After this period, any claim will be denied. The presentation of this claim before the SELLER may be addressed to the ADDRESS OF THE SELLER.
Any claim made according to the rules mentioned above and after the indicated deadlines, will not be considered and THE SELLER will not be responsible with respect to consumers.
In case of delivery error or exchange, any product for exchange or refund must be returned to the SELLER with all the elements of the order and in its original packaging, in perfect condition, to the SELLER'S ADDRESS.
Shipping costs will be borne by the SELLER, unless it is shown that the product does not correspond to the original declaration made by the consumer, so that the change is made correctly.
Product guarantee
The provisions of these conditions cannot deprive the consumer of the legal guarantee that the professional seller must guarantee against any type of defect in the product sold.
The consumer is explicitly informed that the SELLER is not the manufacturer of the products presented on the GRAUVELL.COM website and that the SELLER is not responsible for defective products.
Consequently, in case of injury to a person or product defect, only the manufacturer's responsibility will be requested by the consumer, with respect to the information on the product packaging.
The warranty period is one year (1 year). Excluded from this warranty are all products repaired or modified by the customer or by any other company other than the suppliers selected by the SELLER.
The guarantee may be extended according to the provisions in the warehouse and on the website, workshop section.
Repayment period
The withdrawal period that the Law grants the Client in the case of purchase of goods is seven (14) calendar days from the date of receipt of his order. During this period, the Client can return, at his own expense. yours, without any penalty, the Product(s) that do not suit you.
In this case, the Customer can choose between the reimbursement of the amount paid, in exchange for the return of the Product(s), and the exchange of the Product(s) ordered. It is understood that the returned Product or Products, at the Customer's expense, must be in good condition; just as they were delivered by THE SELLER.
Sensitive products (for example, nylon, lines, threads) must not be opened and their reels open, in order for the consumer to exercise the right of withdrawal.
Only the prices of the purchased product(s) will be taken into account, with the reservation that the products are returned complete in their original packaging and in a state similar to their original state. No return will be accepted if you have not previously contacted our services by E-mail and obtained a Return number. Any package sent without a Return number (DMA – Return of Authorized Material) will be rejected. In the absence of this agreement, THE SELLER will reject the receipt of any product with an incomplete return or without a DMA number. In any case, the costs and risks of returns are borne by the customer.
Returns will be made to the SELLER'S ADDRESS – The right of return cannot be exercised for: - Items returned incomplete, deteriorated, damaged or dirty by the customer will not be disappointed, or the return price reduced. Once the package is received by our services, the refund will be made.
Summary Delivery time and deliveries with damage:
The delivery time of each item will depend on its availability and this is indicated in the product sheet. The delivery time also depends on the payment method that you select when placing the order.
From that moment the order will be processed and shipped. In any case, the order must be executed no later than within 30 days from the day following the day on which you made the payment. The delivery period will begin at 4:00 a.m. after the order is placed, except Saturdays, Sundays and holidays.
In the event that the product arrives in defective or deteriorated conditions generally derived from transport, it will be exchanged for the same product in perfect condition without any additional charge. In this sense, if you notify us of the incident before 24 hours after receipt of the order or write down on the carrier's delivery note the damage that has been detected in the delivery of your order, for example, wet package, open package or unsealed, damaged package, open plastic, etc., the insurance broker will be directly responsible for the damage caused and the management of the incident will be shorter.
IMPORTANT: You must inform us within 24 hours of delivery of the product of the deterioration, breakage of the shipment due to causes caused by transport by email to btl@grauvell.com, telephone contact or WhatsApp +34 620 573 006 within this period and also to the transport company used for delivery. Outside this period, the mediator insurance will not be responsible for the damage caused by it. Please inspect the product the same day of delivery to avoid complications in a possible claim.
Reservation of ownership
The use of registered trademarks on this site is strictly prohibited without prior authorization, except for downloading logos and corporate image, for promotional or advertising purposes, always respecting the style guide and proportions thereof
Causes of force majeure
None of the Parties will be responsible for the total or partial breach or for the delay in the fulfillment of its obligations, in accordance with this contract, caused by external causes, beyond its control (Cause of Force Majeure).
It is considered that Force Majeure Causes should include, without limitation: war, riots, pandemics, insurrection, severe alterations in Internet security, technical failures, unauthorized access and/or intrusions in servers of the Website, strikes of all kinds and telephone or computer failures.
If any of the parties mentions an Event of Force Majeure, it must notify the other Party within a period of ten business days, about the event or the imminent event of said Event.
The Parties agree to keep in communication in a timely manner, to jointly determine the terms and conditions of the order, if a Force Majeure Event occurs.
After one (1) month of interruption due to a Force Majeure Event, THE SELLER may decide to cancel the order(s), in which case it will reimburse the Buyer, if the situation applies.
Applicable legislation
These conditions will be governed by Spanish legislation, which will be applicable in matters not provided in this contract in terms of interpretation, validity and execution.
In case of dispute or claim, the consumer will mainly address the SELLER to find an amicable solution.
Litigation regulations
Any order placed through the SELLER's website is with the customer's agreement, without limitation, to the SELLER's conditions of sale.
These online sales conditions are subject to Spanish law. Regarding any discrepancy or divergence that may arise regarding the fulfillment or interpretation of the purchase agreement reached, or any of its conditions, the parties submit, in the case of corporate clients, to the Courts and Tribunals of the city of La Seu, renouncing their own jurisdiction if it were another; in the case of consumers, the parties submit to the courts and tribunals of the consumer's domicile. The declaration of nullity of one or more of the established purchase conditions, not essential, will not entail the nullity of the purchase agreement reached, which will continue in force.
In the event of litigation, jurisdiction is assigned to the competent courts of the SELLER's headquarters despite a plurality of defendants or a call in guarantee.
Information related to customs procedures.
Orders destined for the Canary Islands, Ceuta and Melilla and Andorra carry some local customs procedures.
The DUA is a document used to comply with customs formalities such as export, import or transit. It serves as the basis for the consequent income statement and constitutes an information support on the merchandise, its origin, value, taxes, etc. The DUA fee is applied on each shipment (not on each product).
·     Costs of customs procedures
Grauvell handles the customs process.Grauvell takes care of the import DUA and the export DUA The buyer will receive the merchandise at his home, without any other formality and at no additional cost to the amounts paid at the time of purchase, since all indirect taxes ( IGIC, IPSI, etc…) are included in the order.
·     Shipping and delivery costs
The details of the different shipping costs can be consulted here. Shipping costs are free from 400 Euros, except shipments to the Canary Islands. Changes and returns will be free, as indicated in these General Conditions of Sale
Confidentiality and Data Protection
In compliance with the provisions of Organic Law 15/1999 of December 13 on the Protection of Personal Data*, the personal data provided by the Buyer will form part of the Seller's customer file, whose purposes are the maintenance of the contractual relationship, control and management of sales and their corresponding collections. The Seller will treat said data with the utmost confidentiality, and undertakes not to use it for a purpose other than that for which it was collected, as well as to keep it with the appropriate measures that guarantee its security and prevent its alteration, loss, treatment or unauthorized access.
The Seller undertakes to keep professional secrecy regarding the aforementioned personal data, even once the contractual relationship has ended.
The Buyer authorizes the Seller to keep their data for a period of five years once the contractual provision has been fulfilled.
The Buyer has the possibility of exercising the rights of access, rectification, cancellation and opposition by sending a written communication to the attention of THE SELLER by mail or email.
E-commerce regulations
·     Law on Services of the Information Society and Electronic Commerce (LSSICE)
This law is the most important for those of us who have an E-commerce since “The main purpose of the LSSICE is to protect the rights of consumers and users of products and services through the Internet”. In addition, it also regulates communication through email campaigns or the collection and storage of cookies.
General Law for the Defense of Consumers and Users (LGDCU)
On June 13, 2014, the new "General Law for the Defense of Consumers and Users" came into force, which affects E-commerce in all countries members of the European Union. This regulation was made to promote transparency of communication in online stores.
The main modifications that were introduced were related to the obligation to inform about certain aspects when making a purchase, the conditions of delivery and provision of the service, changes to the right of withdrawal in returns, in the conditions of commercial calls and in the way in which customer service should be provided.
Retail Trade Regulation Law
In the case of direct sales between Grauvell and the final B2C consumer. The main purpose of this Law is to establish the general legal regime for retail trade that will take place through grauvell.com, as well as to regulate certain special sales and commercial promotion activities.For the purposes of this Law, retail trade is understood as that activity carried out professionally for profit consisting of offering the sale of any class of articles to their final recipients, using or not a physical establishment, as is the case of THE SELLER that will only carry out direct retail sales through the internet
In online sales, the tax is charged according to the country of the buyer, not the country where the seller has his fiscal domicile.
Data Protection Organic Law (LOPD)*
Compliance with this law implies the registration of our website with the Spanish Data Protection Agency so that the collection of user data is done legally.
In addition, in the forms of our E-commerce, the record of the data collection must be recorded and offer the options of deleting data from our files in case the user does not want to continue giving us their information. .
European Data Protection Regulation (RGPD)
The Personal Data provided, as well as your email address, will be incorporated into one or more Responsibility Files of Born to Live, SLU and registered in the General Registry of Protection of Data in order to manage the relationship contracted with you and the schedule for sending communications; and for commercial, fiscal, accounting and administrative management purposes.
In accordance with Organic Law 15/1999, of December 13, on the Protection of Personal Data and the Regulations that develop it, approved by Royal Decree 1720/12007, of December 21, you may exercise in any time your rights of access, rectification, cancellation and opposition, by ordinary mail to the headquarters of the Responsible, located C/ Mayor, 6 25700 La Seu de Urgell (Lleida, Spain). The RGPD complements the LOPD. [PDF Attached RGPD]
Borders in E-commerce
In December 2018, the new regulation in E-commerce against geo-blocking came into force. European citizens can now buy products in any E-commerce in the European Union regardless of whether the seller has an online presence in the country from which the customer is making the purchase.
Prices and product availability.
The prices and availability of the products on the website www.grauvell.com are valid except when stocks last. Orders will be handled in strict order of receipt, date, time, day and second.
In the event that stocks of a requested product run out, the customer will be notified immediately within 48 hours, in those cases where it is possible, a product with similar features and characteristics or a new delivery period or the return of the product will be proposed. amount paid in advance if it were the case in a maximum of 48 hours. Product with an indicated entry date is always approximate, it may vary by one or two days from the indicated date.
The prices shown on www.grauvell.com do not include VAT.
At grauvell.com our main goal is the satisfaction of our customers. Therefore, we want to make sure that the product you have purchased on our website is in perfect working order and does not suffer from any manufacturing defect.If the purchased product presents any anomaly, malfunction or a factory defect, you have 7 business days from the day of receipt of the merchandise to request the return and exchange of the same for a new one, only in the event that certainly the product is defective we will make the change immediately without any cost at your expense
*Our technical department will evaluate the fault detected and will approve the immediate replacement within a maximum of 72 hours. If, on the other hand, the product does not present any factory defect and the failure was caused by misuse, lack of information on use, bad installation, incorrect use by the customer, the immediate return of the product will be made, adding a cash on delivery with the expenses caused by the transport and an additional surcharge of the technical service in the amount of 36 euros per hour.
IMPORTANT: It is very important that you make a query before making a return to our after-sales service department, 95% of claims filed during the initial period of 7 days are resolved immediately by offering the customer the appropriate information and the instructions for use or installation, with this we save a lot of expenses, time, travel and inconvenience.
Legal Guarantee of Compliance.
In accordance with the provisions of Law 13/2013 of June 13 on effective competition and consumer protection, all products sold by GRAUVELL to the customer or end user benefit from a legal guarantee of conformity requested from our company or to the manufacturer directly and that has a duration of two years for new products, those products sold to reseller companies must contact the producer or manufacturer directly to request assistance in guarantee of conformity.
However, only if the defect or lack of conformity of the product appears during the first six months, it is understood that the defect already existed when the product was delivered, unless the contrary is proven or when this presumption is incompatible with the nature of the product or the nature of the non-conformity.
The guarantee of conformity assumes that the products must meet the following requirements, unless due to the circumstances of the case any of them are not applicable:
They conform to the description made by GRAUVELL and possess the qualities of the product that GRAUVELL has presented to you in the form of a sample or model.
They are suitable for the uses to which products of the same type are ordinarily destined.
They are suitable for any special use required by you when you have made it known to GRAUVELL at the time of signing the contract, provided that GRAUVELL has admitted that the product is suitable for said use.
They present the quality and benefits of a product of the same type that You may reasonably expect, taking into account the nature of the product and, where appropriate, the public statements on the specific characteristics of the products made by GRAUVELL, the manufacturer or its representative, in particular in advertising or labeling. GRAUVELL will not be bound by such public statements if he was unaware and could not reasonably be expected to have known the statement in question, proves that the statement had been corrected at the time of conclusion of the contract or that the statement could not influence the decision to purchase the product .
There will be no liability for lack of conformity that the consumer and user were aware of or could not reasonably have been able to ignore at the time of the conclusion of the contract or that have their origin in materials supplied by the consumer and user.To benefit from the guarantee of conformity, you must meet the requirements mentioned above and contact our Customer Service on our contact page
If the product does not conform to the contract, you may choose between demanding the repair or replacement of the product, unless one of these two options is objectively impossible or disproportionate (the option that, compared to the other, imposes to GRAUVELL costs that are not reasonable, taking into account the value that the product would have if there were no lack of conformity, the relevance of the lack of conformity and if the alternative form of sanitation could be carried out without major inconvenience for You).
In the event that the product cannot be repaired and cannot be replaced by another with identical characteristics, you will have the option of requesting a price reduction, reimbursement of the same or the possibility of replacing the product with a different one. (with non-identical characteristics) that you can choose yourself. In the latter case, a purchase voucher will be created for the amount of the price of the product to be replaced, and you will be able to apply the available balance to the new substitute product that you choose, all without prejudice to your right to a refund before mentioned.
Deficiencies caused by negligence, blows, improper use or handling, unsuitable voltage, incorrect installation not carried out by the authorized Technical Service when appropriate, or materials subject to wear due to normal use are not included.
Right of withdrawal or revocation by conformity:
The buyer has 7 business days to revoke the contract without penalty or the need to indicate the reasons as long as the product is in perfect condition, both the same and its packaging, accessories, wrappers and other elements thereof. Once the right of withdrawal or revocation has been made and accepted by our after-sales service department by customer agreement, we will refund the sums paid within a maximum period of 72 hours, deducting from the amount the expenses derived from transport and expenses caused by the way payment if any. In the event that the product is without any use, without unsealing, without any type of wear, in general, the right of withdrawal due to lack of conformity will be accepted immediately.
IMPORTANT NOTE: GRAUVELL will not be responsible for the poor condition or breakages derived from the return received in cases of withdrawal, being assumed by the buyer.
*For more information regarding a request for withdrawal or revocation of conformity, please contact us at the following email address from our contact page, we will study all the requests sent.
To send us the product, due to withdrawal or revocation due to lack of conformity, the client must send us the product to the following address:
C/ Subinyes 25711
Montferrer (Lleida. Spain)
by means of any transport company and making the payment in cash for the transport and the all-risk insurance at your own expense at the same moment of shipment to the chosen transport mediator company.
Return of the purchase amount.
Only in the case of not meeting the delivery deadlines indicated by GRAUVELL.com will we refund the amount plus the expenses incurred, this refund will be made the same day that the client requests it. We will also pay the purchase money in the event that the reference, Brand of the requested product does not correspond.In cases related to withdrawal or revocation, the sums paid will be returned as soon as possible and, in any case, within a maximum period of 30 days from the withdrawal
In defective products, the money will be refunded when the repair and/or replacement of the product has been previously chosen and it continues to be defective.
In other cases of product change for any other reason, we will issue a digital purchase voucher for a period valid for 1 year.
Cancellation of orders.
You can cancel your order within a period of less than 4 hours after placing the order. We have a questionnaire for this purpose from the contact page or through a phone call or WhatsApp to +34 620 573 007 attaching your cancellation request in writing from the contact page. Considering that deliveries are in 24 hours, it is important to cancel the order the same day and within the range of 4 hours after the order is issued in order not to cause canceled shipments due to cost and expenses.
If your order has been canceled within the established period on the same day within 4 hours after the order request and paid by credit card or transfer, we will resolve the refund of the amount of your purchase immediately on the same day, without any penalty.
If you cancel your order after the established deadline and if the product has been sent, we must request the return to the carrier and wait for its return to the warehouse before refunding the amount of your purchase, discounting the transport costs if there would be.
We will handle with good judgment all cases that occur for any reason or lack of understanding between consumer and seller, with good sense and understanding any complication in the commercial transaction will be resolved.
GRAUVELL reserves the option to refund all or part of the purchase amount in the event that the customer cancels an order after 24 hours after making the purchase payment, only in the event that items are requested under order that are demanded especially for a client, GRAUVELL will deduct the expenses caused by the request of an item not available in our permanent warehouse, deducting 10% from the amount to be returned as expenses incurred.
Thank you for trusting GRAUVELL.com
Acceptance of conditions.
You declare that you accept the particular conditions mentioned above, if you continue browsing grauvell.com and/or if you place an order in the store. You agree that your personal information may be stored on this site. See our privacy policy.