This Returns and Refunds Policy governs the conditions applicable to claims, incidents, returns, replacements and refunds relating to products marketed by PAULOWNIA PROFESSIONAL S.L.
Due to the biological and perishable nature of many products commercialized by the company, the conditions set out in this policy differ from those applicable to conventional consumer products.
This policy applies, among others, to the following products:
Specific conditions may vary depending on the nature of the supplied product.
The customer must inspect the goods immediately upon receipt.
The inspection shall include, at a minimum:
Acceptance of the shipment implies the obligation to verify its condition within a reasonable period after delivery.
If the goods show visible damage, damaged packaging, opened boxes, damaged pallets or any other noticeable issue at the time of delivery, the customer must:
Failure to record reservations on the transport documentation may limit or prevent the processing of certain claims against the carrier.
To process any claim relating to transport damage, breakage, missing items or similar incidents, the customer must provide sufficient evidence to verify the claim.
The claim shall include, where applicable:
PAULOWNIA PROFESSIONAL S.L. may request additional information when necessary to assess the incident.
Failure to provide sufficient documentation may result in rejection of the claim.
The maximum deadlines for reporting incidents are:
After these deadlines, the delivery may be deemed accepted by the customer.
Plants, trees, stumps and other plant materials are living organisms whose development depends on numerous factors beyond the control of PAULOWNIA PROFESSIONAL S.L.
These include, among others:
For this reason, PAULOWNIA PROFESSIONAL S.L. cannot guarantee the growth, adaptation, development, survival, productivity or future performance of supplied plant materials.
Claims will not be accepted for:
PAULOWNIA PROFESSIONAL S.L. undertakes the necessary procedures and preparations to ensure that all required documentation for national and international shipments is properly completed.
However, the company has no control over:
Delays caused by such entities are beyond the control of PAULOWNIA PROFESSIONAL S.L. and shall not give rise to any right to return, compensation, indemnification or refund.
The purchaser assumes the risks inherent in import, export and official inspection procedures.
Due to the perishable nature of plant material and the logistical characteristics of national and international transportation, returns may only be made with the prior written authorization of PAULOWNIA PROFESSIONAL S.L.
Unauthorized returns will not be accepted.
As a general rule, international returns of plant material will not be accepted.
Unjustified refusal to accept delivery, repeated absence of the recipient, inability to deliver due to reasons attributable to the purchaser or any similar circumstance shall not entitle the purchaser to a refund or return.
After reviewing the incident, PAULOWNIA PROFESSIONAL S.L. may, at its sole discretion and depending on the circumstances of each case, choose to provide:
The decision regarding the appropriate corrective measure shall rest exclusively with PAULOWNIA PROFESSIONAL S.L.
Returns will not be accepted for products specifically produced, prepared, reserved, cultivated or supplied for a particular customer, except in cases where the error is attributable to PAULOWNIA PROFESSIONAL S.L.
The liability of PAULOWNIA PROFESSIONAL S.L. shall, where applicable, be limited to the value of the goods actually supplied.
Under no circumstances shall the company be liable for:
PAULOWNIA PROFESSIONAL S.L. may modify this policy whenever necessary to adapt it to legal, technical, logistical or business developments.
The version published at any given time shall be the applicable version.
To report incidents, submit claims or request information regarding returns and refunds, customers may contact:
