Terms of service
TERMS AND CONDITIONS OF SALE
These Terms and Conditions of Sale govern purchases made through the website LLUNETA PUZZLES, owned by CRISTINA ROURA SUAREZ, hereinafter LLUNETA PUZZLES, with Tax Identification Number (NIF) 39390081M, and registered address at Av. Salamanca, 31, 03005 Alicante (Alicante), Spain.
Contact email: hola@lluneta.com
By placing an order through the Website, the User/Customer agrees to these Terms and Conditions of Sale.
1. PURPOSE AND SCOPE
The purpose of the Website is the sale and marketing of jigsaw puzzles, accessories and other related products offered by LLUNETA PUZZLES.
These Terms and Conditions of Sale apply to purchases made through the Website and govern the contractual relationship between LLUNETA PUZZLES and the User/Customer, without prejudice to any rights granted to consumers and users under applicable law.
2. PRODUCT INFORMATION
LLUNETA PUZZLES will make reasonable efforts to ensure that product descriptions, photographs, characteristics, prices and other information displayed on the Website are accurate and up to date.
Product images are provided for illustrative purposes. Slight differences in colour, finish or appearance may occur due to the screen used, the manufacturing process or other circumstances that do not affect the essential characteristics of the product.
Product availability is subject to stock availability at the time the order is placed.
If, after an order has been placed, a product is unavailable, LLUNETA PUZZLES will inform the User/Customer as soon as possible and, as appropriate, offer the option to wait for the product to be restocked, replace it with another product by mutual agreement, or receive the corresponding refund.
3. PRICES, TAXES AND SHIPPING COSTS
Prices displayed on the Website may be shown in euros or, where the system allows, in the currency corresponding to the market or country selected by the User/Customer.
Prices will include or exclude applicable taxes depending on the destination of the order and the applicable tax regulations.
For sales where Spanish VAT is legally applicable, VAT will be included or calculated in accordance with current legislation.
For orders shipped outside the European Union, Spanish VAT will not be charged where the transaction legally qualifies as a VAT-exempt export.
Shipping costs will depend, among other factors, on the destination, shipping method, weight, volume and characteristics of the order. The applicable shipping cost will be shown to the User/Customer during the checkout process before the order is confirmed.
For international shipments, any customs duties, import taxes, customs fees and handling charges imposed in the destination country are not included in the product price or shipping costs, unless expressly stated otherwise during the checkout process.
4. PLACING AN ORDER
The User/Customer shall select the products they wish to purchase and follow the checkout process provided on the Website.
Before confirming the order, the User/Customer will be able to review the selected products, quantities, prices, shipping costs and other information displayed during the checkout process.
The order will be considered placed once the checkout process has been completed and payment has been confirmed through one of the available payment methods.
LLUNETA PUZZLES will send an order confirmation to the email address provided by the User/Customer during the purchase process.
The User/Customer is responsible for ensuring that the information provided, particularly their name, delivery address, postal code, country, telephone number and email address, is correct.
5. PAYMENT METHODS
The User/Customer must pay the amount corresponding to their order using one of the payment methods available on the Website at the time of purchase.
Available payment methods may include debit or credit cards, Visa, Mastercard, American Express, PayPal and other payment methods enabled from time to time.
The order may be displayed and charged in euros or, where permitted by the Website, in the currency corresponding to the market or country selected by the User/Customer.
The availability of certain payment methods may vary depending on the country, currency or device used.
5.1. PAYMENT ISSUES
The User/Customer should notify LLUNETA PUZZLES of any issue relating to payment for an order by contacting hola@lluneta.com.
If the User/Customer identifies a charge they believe to be unauthorised or fraudulent, they should also contact the card issuer or payment provider used, where necessary.
6. SECURITY AND DATA PROTECTION
Payments made through the Website are processed through the payment providers enabled on the e-commerce platform.
Personal data provided by the User/Customer will be processed in accordance with applicable data protection legislation and the Privacy Policy published on the Website.
Data required to process an order may be shared with service providers involved in fulfilling the order, such as carriers, payment platforms and other providers necessary to process the purchase and complete delivery.
The User/Customer may consult the Website's Privacy Policy for full information regarding the processing of personal data and the exercise of their rights.
7. DELIVERY TIMES AND PLACE OF DELIVERY
INTERNATIONAL SHIPMENTS, CUSTOMS DUTIES AND TAXES
For orders shipped outside the European Union, the price paid to LLUNETA PUZZLES does not include any customs duties, import taxes, customs fees or handling charges that may be imposed in the destination country, unless expressly stated otherwise during the checkout process.
Where applicable, these charges are the responsibility of the User/Customer and must be paid at destination to the relevant authorities, carrier or service provider.
The User/Customer is responsible for responding to any requests for information, documentation, payment or other formalities necessary to allow the import and delivery of the order in the destination country.
If the User/Customer refuses to pay such charges, refuses the shipment or fails to complete the necessary import procedures and, as a result, the order cannot be delivered, the original shipping costs will not be refunded.
If the order is returned to LLUNETA PUZZLES, any return shipping, transport, customs or handling costs incurred may be deducted from the amount to be refunded to the User/Customer, to the extent permitted by applicable law.
DELIVERY TIMES
LLUNETA PUZZLES ships orders using the transport services it considers most suitable for each destination.
The estimated delivery time may be indicated during the checkout process or in the order confirmation.
As a general guideline, estimated delivery times are:
- Iberian Peninsula: 4 business days.
- European Union: 10 business days.
- All other destinations: 30 business days.
These delivery times are estimates and may vary due to logistical reasons, customs procedures, carrier incidents, force majeure or other circumstances beyond the control of LLUNETA PUZZLES.
Delays caused exclusively by circumstances beyond the control of LLUNETA PUZZLES shall not, in themselves, give rise to any penalty, without prejudice to any rights the consumer may have under applicable law.
In the event of a delay caused by lack of stock, LLUNETA PUZZLES will inform the User/Customer as soon as it becomes aware of the situation.
LLUNETA PUZZLES shall not be responsible for delivery problems caused by an incorrect or incomplete address or by missing information attributable to the User/Customer.
7.1. ORDER TRACKING
Once the order has been shipped, the User/Customer will be provided, whenever the shipping service used allows it, with the relevant tracking information or tracking number so that they can check the status of the shipment.
7.2. FAILED DELIVERIES AND RETURNS TO SENDER
LLUNETA PUZZLES uses courier companies, postal services and other transport providers to deliver orders.
If the User/Customer is absent at the time of delivery, the carrier may make another delivery attempt, leave a notice or provide instructions for collecting or rescheduling delivery, depending on the conditions of the shipping service used.
The User/Customer must respond to communications from the carrier and take any necessary action within the time limits established by the carrier in order to receive or collect the order.
If an order cannot be delivered for reasons attributable to the User/Customer, including, but not limited to, repeated absence, failure to collect the shipment, an incorrect or incomplete address, refusal of the package, refusal to pay customs duties, taxes, fees or import charges, or failure to complete the necessary import procedures, the User/Customer shall be responsible for any costs resulting from such circumstances.
If, as a result, the order is returned to LLUNETA PUZZLES, the original shipping costs will not be refunded, and any return shipping, transport, customs or handling costs incurred may be deducted from the amount to be refunded to the User/Customer, to the extent permitted by applicable law.
Any applicable refund will be processed once LLUNETA PUZZLES has received the returned order and has been able to inspect its condition, unless otherwise required by law.
If an order is lost during transit, LLUNETA PUZZLES will take the appropriate steps with the carrier and will keep the User/Customer informed while the matter is being resolved.
8. RECEIPT AND CONDITION OF THE ORDER
The User/Customer should, where reasonably possible, check the external condition of the package upon receipt.
If the package shows visible damage, signs of tampering or any other issue related to transport, the User/Customer is advised to record the issue with the carrier.
If, after receiving and opening the order, the User/Customer discovers a damaged, incorrect or incomplete product, or any other issue attributable to transport or to LLUNETA PUZZLES, they should notify LLUNETA PUZZLES as soon as possible at:
Where possible, the communication should include the order number and photographs showing the issue.
Nothing in this section limits the consumer's statutory rights in relation to defective, damaged or non-conforming products.
9. RIGHT OF WITHDRAWAL
Where the User/Customer legally qualifies as a consumer and Spanish or European Union consumer protection legislation applies, they will have 14 calendar days from receipt of the product to notify LLUNETA PUZZLES of their decision to withdraw from the purchase, without having to provide a reason.
Notice may be given by email to:
The User/Customer must clearly communicate their decision to withdraw and provide sufficient information to identify the relevant order.
Once the withdrawal has been communicated, the User/Customer must return the products without undue delay and, in any event, within the period established by applicable law from the date on which they communicated their decision to withdraw.
9.1. EXCEPTIONS TO THE RIGHT OF WITHDRAWAL
The right of withdrawal shall not apply in the circumstances provided for by applicable law, including, where applicable:
- Products made to the consumer's specifications or clearly personalised.
- Sealed goods which are not suitable for return for health protection or hygiene reasons and which have been unsealed after delivery.
- Goods which, after delivery and due to their nature, have become inseparably mixed with other goods.
Whether an exception to the right of withdrawal applies will be determined in accordance with applicable law and the specific nature of the product.
9.2. RETURN OF PRODUCTS
The User/Customer must return products in packaging that provides adequate protection during transport.
Where reasonably possible, the original packaging or packaging providing an equivalent level of protection should be used.
The User/Customer shall be liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning, in accordance with applicable law.
Where the withdrawal is solely the decision of the User/Customer and is not due to an error, defect or lack of conformity attributable to LLUNETA PUZZLES, the direct cost of returning the goods shall be borne by the User/Customer, where permitted by applicable law.
If the return is due to an incorrect or damaged product, a lack of conformity or another reason attributable to LLUNETA PUZZLES, the rights and remedies provided under applicable law shall apply.
10. REFUNDS
Where the User/Customer validly exercises their right of withdrawal, LLUNETA PUZZLES will refund the amounts legally due, including, where required by law, the cost of standard delivery.
If the User/Customer expressly selected a delivery method that was more expensive than the least expensive standard delivery method offered by LLUNETA PUZZLES, LLUNETA PUZZLES will not be required to refund the additional cost associated with that delivery method.
The refund will be made using the same payment method used for the original purchase, unless the User/Customer expressly agrees to another method and provided that this does not result in additional costs for the User/Customer.
Where permitted by law, LLUNETA PUZZLES may withhold the refund until the returned products have been received or until the User/Customer provides sufficient evidence that the products have been returned.
The time required for the refunded amount to appear in the User/Customer's account may depend on their bank or payment provider.
Orders returned to sender because of refusal of the package, failure to collect the shipment, an incorrect or incomplete address, refusal to pay import charges or any other reason attributable to the User/Customer shall not be considered an exercise of the right of withdrawal merely because the package has been returned.
In such cases, the provisions of Section 7.2, Failed Deliveries and Returns to Sender, shall apply.
11. LEGAL GUARANTEE AND LACK OF CONFORMITY
Products sold to consumers are covered by the statutory guarantee and conformity requirements established under applicable law.
Where a product does not conform to the contract, the consumer may exercise the rights available to them under applicable law.
Any issue relating to a product may be reported to:
The statutory guarantee does not cover damage resulting from misuse, accidents, improper storage or any other circumstances not attributable to a lack of conformity within the meaning of applicable law.
12. APPLICABLE LAW, COMPLAINTS AND DISPUTE RESOLUTION
These Terms and Conditions of Sale shall be governed by Spanish law, without prejudice to any mandatory consumer protection provisions applicable to the User/Customer based on their place of residence.
For any issue or complaint relating to an order, the User/Customer may contact LLUNETA PUZZLES at:
Email: hola@lluneta.com
Address: Av. Salamanca, 31, 03005 Alicante (Alicante), Spain.
The parties shall endeavour in good faith to resolve any dispute relating to a purchase.
Where the User/Customer qualifies as a consumer, any dispute shall be submitted to the courts and tribunals having jurisdiction under applicable law, and these Terms and Conditions shall not restrict any jurisdictional rights granted to the consumer by law.
Where applicable, consumers may also use alternative dispute resolution entities for consumer disputes recognised by the competent authorities.
The former European Online Dispute Resolution (ODR) platform has been discontinued and therefore no link to that platform is included in these Terms and Conditions of Sale.
13. AMENDMENTS TO THESE TERMS AND CONDITIONS
LLUNETA PUZZLES may amend these Terms and Conditions of Sale where necessary to reflect legal, technical or commercial changes or changes to the operation of the Website.
The Terms and Conditions applicable to each purchase will be those published and in force at the time the User/Customer places the order.
Subsequent amendments will not apply retroactively to orders that have already been placed.
14. CONTACT
For any questions relating to these Terms and Conditions of Sale, orders, shipping, returns or products, the User/Customer may contact:
LLUNETA PUZZLES
Owner: Cristina Roura Suarez
NIF (Spanish Tax Identification Number): 39390081M
Address: Av. Salamanca, 31, 03005 Alicante (Alicante), Spain
Email: hola@lluneta.com
Website: LLUNETA PUZZLES
Last updated: 15 July 2026