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General Conditions

INDEX

GENERAL INFORMATION

The company White Division S.L. with Tax ID B02997666 and registered office at C/ Xixona, 3, 03204 Elche (Alicante), Spain, hereinafter, “the company”, is the sole owner of the website: https://www.kalkstore.com, brand “KALK”, as well as the party responsible for the products and services offered on it.

TERMS OF SALE

By placing an order on this website, the customer fully accepts the privacy policy as well as these terms and conditions. To purchase, access the services or benefit from promotions, the user must be over 18 years of age and have the legal capacity to enter into contracts. It will be necessary to correctly complete the data required to place the order and provide truthful and up-to-date information. The company reserves the right to refuse or exclude any customer who does not meet these requirements or provides false information.

Likewise, the company reserves the right to cancel, in whole or in part, any order in the event that, due to circumstances beyond its control, it is not possible to guarantee the proper availability of the products or to meet delivery within the established deadlines. These circumstances include, among others, supply issues, unforeseen logistics incidents, technical or IT failures, interruptions in transport services, as well as any other force majeure situation that prevents the correct processing or shipment of the order.

PURCHASE PROCESS

The customer must complete all required fields with truthful and valid data. All prices shown include the corresponding taxes, VAT or other applicable taxes. Before finalising the purchase, the customer will be able to review a full breakdown of the product price.

In compliance with the General Terms of Sale set out herein, confirmation of the order by the customer implies full acceptance of the characteristics, conditions, and price of the selected product. Such confirmation is binding for both parties, constituting the express and unreserved acceptance of the terms in force at the time of purchase. Confirmation of said purchase will be received by email, as required by the Law on Electronic Commerce.

PROMOTIONS

Unless expressly stated otherwise, discounts cannot be combined, and multiple promotional codes cannot be applied to the same order.

For promotions such as 2x1, 3x2, or similar offers, discounts apply only to the products explicitly included in the promotion. Eligible products may be combined as specified, and in the case of a price difference, the discount will always apply to the lower-priced product.

Customers must add all required products and any promotional gifts to the cart for discounts and promotions to be applied. Adding the gift to the cart is a strict condition for any promotion in our store. If the gift is not added at the time of purchase, the company is under no obligation to provide, ship, or compensate for it, even if the customer would otherwise be entitled. This condition is clearly communicated and forms a binding requirement for the application of the offer.

Coupons or discount vouchers must be entered before completing payment. Orders in which the coupon or voucher has not been applied will not be refunded, and orders cannot be modified afterwards to apply discounts, add gifts, or include any offers valid after the purchase.

It is the customer’s responsibility to verify that all discounts, items, and gifts are correctly included in the order before proceeding to payment, thereby accepting the terms and conditions of the purchase.

PRODUCT WARRANTY

All products are covered by a 3-year warranty against manufacturing defects. The legal consumer conformity guarantee, in accordance with Royal Legislative Decree 1/2007, does not cover normal wear and tear or damage resulting from misuse, improper handling or lack of product maintenance.

In the event of a defect duly reported, the product will be subject, as appropriate, to repair, price reduction or replacement, at no cost to the consumer, including transport, materials and labour where applicable. If there is no available stock to carry out the replacement, the company will offer the customer the option to obtain a virtual balance, gift card or store credit, for the same value as the damaged item, to be freely redeemed for another available product on the website. In this way, the customer will have full freedom to redeem their balance for the item of their choice, at the time they deem appropriate, ensuring a beneficial and satisfactorily resolutive shopping experience.

The warranty will not cover products in the following cases:

  • Products whose defects have not been reported to Customer Service by opening the corresponding warranty case.
  • Products that have been received damaged without prior notification to the company within a maximum period of 24/48 hours from receipt of the package.
  • Products that are not backed by a claim submitted to the courier company, in cases where the package has been delivered damaged.
  • Products that show signs of improper use, unauthorised manipulation, mistreatment, lack of maintenance or inadequate cleaning, as well as damage resulting from impacts, exposure to external agents, use other than that intended, or any other cause not attributable to a manufacturing defect.

The official and only channel to exercise the warranty is the Customer Service form: https://www.kalkstore.com/pages/contact-us

PRODUCT PRESENTATION

Products are presented and described as accurately and faithfully as possible. However, slight variations in colour, finish or packaging may occur due to factors such as image digitisation or production updates. These differences will not affect the quality or essential characteristics of the product and therefore will not constitute grounds for a claim.

PAYMENT

Orders may be paid by bank card, Visa, MasterCard, Maestro, American Express, UnionPay, or via express payment methods Shop Pay, Klarna, PayPal and Google Pay.

The company does not store card or banking information. In addition, local payment methods are offered depending on the region. Spain: Bizum, Portugal: MB WAY, Multibanco, Belgium: Bancontact, KBC, CBC, Netherlands: iDEAL, Poland: BLIK, Asia: UnionPay. For security reasons, the use of payment methods belonging to third parties or cash on delivery payments is not permitted.

SHIPPING

Orders are shipped from Spain via different courier services, depending on the destination country. Delivery times can be consulted on our shipping information page: https://www.kalkstore.com/pages/shipping

The delivery period stated on this website is calculated from the moment the customer receives the shipment confirmation email and may vary depending on the destination country and the logistics service available.

Please note that all orders require a minimum preparation time of 48–72 business hours (CET) before dispatch. In the case of pre-orders or product restocking, preparation times may be longer than usual.

Due to promotional periods or high order volumes, standard preparation and/or shipping times may be affected and some orders may experience delays, including but not limited to Black Friday, Christmas, seasonal sales, product launches, special campaigns, or limited-time promotions.

For international shipments, any customs duties, taxes, or additional charges will be the sole responsibility of the customer. In the event of refusal of delivery, failure to collect the order or failure to pay such charges, the company will be exempt from any obligation to refund or reship the order.

RECEPTION AND INCIDENTS

If the order is delivered with visible damage, signs of tampering, or missing items, the customer is requested to inspect the parcel at the time of delivery and refuse acceptance of the shipment or note the incident with the carrier upon delivery and keep a copy. If refusal of the shipment is not possible, the customer must retain the original packaging, shipping label, and all contents received; take clear photographs of the parcel and its contents, and promptly file a claim with the courier company responsible for the delivery within twenty-four, 24, hours from delivery.

The customer must also notify our Customer Service through the official contact channels within twenty-four, 24, hours from delivery and, in any event, no later than seven (7) calendar days from the delivery date, providing all relevant information, including photographs and a copy or reference of the claim filed with the courier company. Any additional documentation or information requested in connection with the claim must be submitted as soon as reasonably possible in order to avoid closure of the case by the courier company or inability to continue the investigation.

In the event that the tracking information shows the order as delivered but the customer has not received it, the customer must notify us as soon as reasonably possible and, in any case, no later than seven (7) calendar days from the delivery date indicated by the carrier, in order to allow an investigation to be opened with the transport company.

Failure to report incidents within the timeframes indicated above, failure to retain the original packaging, or failure to provide the documentation reasonably requested to investigate the claim may result in the claim being rejected where this prevents verification of the reported incident or the possibility of recovery from the carrier or insurer.

RETURNS AND EXCHANGES

1. Return Period

All orders may be returned within a maximum period of 14 calendar days from the date of receipt of the order.

The return must be processed exclusively through the returns portal available at the following link: https://returns.kalkstore.com/en

Failure to comply with the established deadline may result in the return not being accepted.

2. Returns policy

Return costs (shipping label): If a return label is requested, the corresponding shipping cost will apply.

Return fees: Up to two items per order may be returned without additional return fees. From the third returned item onwards, a €2 fee per additional item will apply.

3. Conditions

  • The return shipment must be made within the specified 14-calendar-day period for it to be accepted. The applicable return conditions are permanently available to the customer.
  • Return fee.
  • For the return to be accepted, it must have been previously requested and approved through the return's portal. No returns will be accepted that do not meet this requirement.
  • The product must be in perfect condition, with no signs of use, in its original packaging, and including all accessories, labels, and supplementary elements.
  • For promotions such as 2x1, 3x2, or similar, or for orders including free items, the return must be made in full. Partial returns of products included in the same promotion or bundle will not be accepted.
  • Returns are not accepted for items of a personal or intimate nature, including but not limited to piercings, earrings, masks, or similar products, in accordance with applicable consumer protection laws excluding such goods from the right of withdrawal for hygiene and safety reasons.
  • Unless expressly indicated otherwise by the company, return shipping costs will be borne by the customer. Additionally, when using a return label provided by the company and/or shipping from outside the European Union, the company may deduct the associated costs, including shipping, handling, customs duties and applicable taxes, from the refund.

4. Return Instructions

Access the returns portal and register the request, providing the order number and the items to be returned. Prepare the package, ensure adequate protection of the merchandise, and include the return slip inside the package. Ship the package using the carrier of your choice to the following address: C/ La Palmera, 5 Pol. Mos del Bou, 03340 Albatera (Alicante), Spain.

In the case of shipments sent without prior authorization, without registering the request in the portal, outside the deadline, or not following the indicated procedure, the company will not process the refund nor organize the return, and the customer will be responsible for arranging the pickup via courier and assuming all associated costs.

5. Inspection and Verification of Merchandise

Returned merchandise will undergo manual inspection by company staff to ensure compliance with quality standards. Once the return has been verified, the company will proceed with the refund or replacement shipment, as applicable. If packages arrive at the warehouse damaged or without a legible identifying label, and it is not possible to automatically link them to the original order, the customer may be required to provide proof of shipment and delivery via a valid tracking number and/or receipt.

Refunds are generally processed within 14 days of receiving the returned items at our warehouse. Please note that, as this is a manual process, verification and processing times may be extended during peak periods. If, after 14 business days from the date the return was delivered to our warehouse, the customer has not received confirmation, they may contact Customer Service to check the status of their request.

6. Defective or Damaged Products

If a product is received damaged or defective, the customer must contact Customer Service via the contact form to open a ticket before initiating the return, so that the warranty for the affected product can be properly managed. The company will review the case and provide the appropriate instructions for processing the warranty.

If the customer returns an item showing signs of use, damage, tampering, or incompleteness, without having previously reported the issue following the official warranty procedure, it will be assumed that the damage was caused by the customer. In such cases, the company may reject the return or apply a proportional deduction for product depreciation.

RIGHT OF WITHDRAWAL

In accordance with European consumer protection regulations, the customer has the right to withdraw from a purchase within 14 calendar days of receiving the goods, without providing any justification. This right can be exercised by notifying the company via the contact form on our website: https://www.kalkstore.com/pages/contact-us, including the order number, full customer name, delivery address and must be executed by arranging the return of the goods in accordance with the instructions outlined in the section “Returns and Exchanges” of the present conditions.

We operate a fully automated order preparation system to dispatch packages as quickly as possible. Once an order has entered the preparation or shipping process, cancellation is generally not possible. If the customer refuses delivery of the order, the company may deduct all shipping and handling costs incurred from the refund.

If the package is delivered, the customer must return the goods in strict compliance with the instructions and requirements for regular returns, opening a request at https://returns.kalkstore.com/en. Returned goods must be sent back within 14 calendar days of receipt, in their original condition and packaging, including all accessories and protective materials. The company reserves the right to refuse or partially refund returns that do not comply with these conditions.

Refunds will be issued using the same payment method as the original transaction and may be withheld until the returned goods have been received, inspected, and verified to comply with the return conditions.

By placing an order, the customer unequivocally and irrevocably acknowledges and accepts that orders are processed through a fully automated order preparation and dispatch system, and once an order has been placed, cancellation cannot be guaranteed under any circumstances. Any right of withdrawal must be exercised strictly in accordance with the procedure outlined above, which is fully compliant with EU consumer protection law, and any failure to properly return the goods may result in delays, partial refunds or refusal of the return, for which the company shall not be held liable under any circumstances.

By completing the order, the customer confirms that they fully understand and accept these conditions as legally binding and contractually enforceable, thereby irrevocably limiting any basis for claims or disputes related to order cancellation or withdrawal outside the defined procedures.

REFUNDS

The company will issue refunds always using the same payment method used by the customer at the time of purchase. In the case of returns, once the returned product has been received and approved, the customer will receive a confirmation email informing them of the validation of the return. The refund will be reflected in the customer’s account within an estimated period of 7 to 15 working days, depending on the processing times of the corresponding bank.

In the case of orders paid partially or totally by gift card, store credit, the amount or balance will be restored to the same card, and may be used again for future purchases. Under no circumstances will this balance be refunded in cash, by bank transfer, bank card or any other different payment method.

LIABILITY

The company will not be liable for delays, losses or damage arising from transport incidents, causes beyond the company’s control, technical failures, website maintenance or force majeure situations.

INTELLECTUAL AND INDUSTRIAL PROPERTY

All content, design, logos, texts, images and source code on this website are protected by intellectual and industrial property legislation. Reproduction, distribution, public communication or modification is prohibited without the express written authorisation of the company.

CUSTOMER SERVICE

You can contact our Customer Service team by opening a ticket through the contact form available at Contact Form. This is our priority support channel, as it allows you to select the type of enquiry and route it directly to the appropriate department for faster and more accurate assistance. You can also reach us by email at info@kalkstore.com. Our average response time is 48 to 72 business hours.

We also offer telephone support at (+34) 966 160 927, Monday to Friday, from 9:00 am to 6:00 pm (Spanish mainland time).

The company makes all legally required information available to the customer in the following freely accessible web section: https://www.kalkstore.com/pages/legal-notice. Likewise, the company reserves the right to take civil or criminal legal action against anyone who violates these conditions or carries out actions that harm, slander, defame or disseminate false information that affects its image, reputation or commercial interests. The user will be liable for any damages arising from their actions, and the company may adopt any measures necessary to defend its rights in accordance with current legislation.