Countries and regions
Physical delivery of the products will be made in the following territories: Spain (Spanish Peninsula, Balearic Islands, Canary Islands, Ceuta and Melilla) and Principality of Andorra.
In all these countries and/or regions, shipments will be made through the shipping company REDUR, except if the seller chooses another option.
All the products grouped under the same purchase confirmation will be delivered within the period indicated on the website, except in case of unforeseen or extraordinary circumstances, or if the customisation of products causes a delay.
Home deliveries are always made on working days, from 9 am to 8 pm.
If you are not going to be home the day of the delivery from 9 am to 8 pm, please contact us to request that the delivery is made another day.
If the order cannot be delivered due to the customer’s absence, the order may be returned to the warehouse. However, in these cases, the carrier would leave a notice explaining where the order is and how to request another delivery attempt.
If the delivery is not made in 14 days since the order is available for delivery, for reasons not attributable to www.survara.com, the Company will assume that the customer wishes to withdraw from the contract and it will be considered terminated. Therefore, all payments made by the customer will be returned, with the exception of the shipping costs deriving from the shipment to the customer and the return shipment. The refund will be made without undue delay and within a maximum of 14 calendar days since the contract is deemed terminated.
In this case, please bear in mind that shipping the order back to the Company will be an additional cost that will be passed on to you.
The delivery shall be deemed to have occurred when the customer, or an authorised third party, acquires the material possession of the products. This shall be formalised by signing the shipping receipt at the designated delivery address.
Shipping costs will vary depending on the geographical location and the weight of your order.
You can check the shipping costs in your shopping cart once you add the number of floorings you want to purchase.
For shipments to Ceuta, Melilla, the Canary Islands and Andorra, the customer will have to pay any custom duties and the applicable taxes corresponding to each destination.
Right of Withdrawal
In case of withdrawal, www.survara.com will reimburse you for all payments received, except for the shipping costs. The reimbursement must be made without any undue delay and within 14 calendar days maximum after www.survara.com is notified of the withdrawal decision.
This withdrawal period will expire 14 calendar days after the customer or an authorised third party (other than the carrier), acquires the material possession of the goods purchased on www.survara.com. In the event that your order has several goods and they are delivered separately, the withdrawal period will expire 14 calendar days after the customer or an authorised third party (other than the carrier) acquires the material possession of the last one of those goods. In the case of a service contract, the withdrawal period will expire 14 calendar days after the contract is concluded.
survara will reimburse the customer using the same payment method that the purchase was paid with. This refund will not result in any additional cost to you. However, www.survara.com will withhold the reimbursement until the purchased goods are received and the Company verifies that the products are in the same conditions in which they were originally delivered, or that they have not suffered any damage after delivery.
The goods must be sent back to survara without any undue delay and within 14 calendar days maximum after www.survara.com is notified of the withdrawal decision.
In any case, no reimbursement will be made if the product has been removed from its packaging, has been used or is not in the same condition in which it was delivered or if it has suffered any damage after delivery.
Products must be returned in (or along with) all their original packaging, and with any instructions or documents that were sent with them. A copy of the purchase invoice must also be included.
To exercise the right of withdrawal, you must notify us through the contact channels available in this website.
Returns due to defective products or shipment errors
In the cases where you consider that the product does not conform to your order, you should promptly contact us through the contact channels available in this website and let us know the problem (defect/error).
We will inform you on how to return the products. Once they are returned, they will be examined and, within a reasonable timeframe, you will be informed on whether the products will be reimbursed or, where appropriate, replaced.
www.survara.com will not accept returns of products that have been manipulated, transformed, altered, installed or given any type of use.
The reimbursement or replacement of the product will be made as soon as possible and, in any case, within 14 days from the day the customer receives our email confirming the reimbursement or replacement.
Payment for products that are returned due to a defect will be fully reimbursed, including shipping costs and any other costs deriving from returning the product. The reimbursement will be made through the same payment method you used to make the purchase.
In any case, no reimbursement will be made if the products have been manipulated, transformed, altered, installed or given any type of use.
For more information, please see general terms and conditions of sale