General Contractual Conditions
The on-line shop at www.koala.es is operated by Koala Internacional Hostelería, S.L.
The following conditions govern sales of products presented on this website by the company Koala Internacional Hostelería, S.L., with registered address in Polígono Industrial A Granxa, parcela 194, paralela 3, Rúa C, 36475 Porriño – Pontevedra (España), registered in the Companies Registry of PONTEVEDRA Folio 174, Libro 2369, Hoja PO-24315 y con CIF B-36858801. When you browse this online shop and acquire any of the products offered herein, you accept, without any reservations of any kind, all the general contractual conditions and conditions of use. Notwithstanding, if you have any questions about these, please contact our Customer Services department in sales@koala.es or info@koala.es.
Koala Internacional Hostelería, S.L. reserves the right to make changes to these general contractual conditions and conditions of use as well as any specific conditions at any time without notice by publishing and dating these modifications on the shop to notify users in accordance with the laws and regulations in force at all times. The products offered on this website, and more specifically the prices, specifications, promotions and any other type of information, are subject to change without notice.
1. Ownership of the content of the website.
All the content published in the store, and specifically the designs, illustrations, texts, graphics, photographs, logos, icons, buttons and software, trade names, brands or industrial drawings and any signs suitable for industrial or commercial use are subject to KOALA’s industrial and property rights and are owned exclusively by KOALA. Under no circumstances shall a licence be deemed to have been granted or any waiver, transmission, total or partial transfer of such rights to have been made, nor will any rights or expectations of rights be conferred, particularly with regard to the alternation, exploitation, reproduction, distribution or public communication of such contents without KOALA's prior written consent.
2. Customer Services.
You are invited to send your questions, enquiries and suggestions to us by e-mail, by post or to telephone us:
Koala Internacional Hostelería, S.L.
Dpto. Atención al Cliente
Pol. Industrial A Granxa, Parcela 194, Paralela 3, Rúa C.
36475 Porriño – Pontevedra (España)
Email: sales@koala.es or info@koala.es
You can also contact us by calling the following telephone numbers:
Spain: 902995331
From outsider Spain 0034986900580
Customer services are available in Spanish, French and English.
Timetable (working days): [from Monday to Thursday from 09.00 to 18:00 and Fridays from 08.00 to 15.00h.(Local Spanish time).
3. Scope of service.
The products on sale are distributed in the Member States of the European Union: Germany, Austria, Belgium, Bulgaria, Cyprus, Denmark, Slovakia, Slovenia, Spain, Estonia, Finland, France, Greece, Holland, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Poland, Portugal, the United Kingdom, the Czech Republic, Romania and Sweden, as well as Andorra, Liechtenstein, Monaco, San Marino, Norway, Switzerland and the Channel Islands. Also covered are the United States of America and Canada.
4. Guarantees.
The articles offered on this web page are products from the KOALA collection and comply with the same quality and guarantee requirements as the products on sale in commercial establishments.
Each product is labelled with the following data:
Name of article
Image/s of the article
Description of the article
Available colours*
Instructions for use
Price (in the corresponding currency)
Special offers, promotions and discounts
* KOALA has made every effort to ensure the product colours displayed are as close as possible to their real colours. However, the colour of the products appearing on the screen may vary depending on the quality of your computer monitor. KOALA can therefore not guarantee that the colours appearing on your screen will be 100% accurate.
Special offers, promotions and discounts will be valid until the date indicated or until stocks run out.
5. On-line shopping.
You can place your order as a registered user or, if you prefer, as a guest user, by filling in the on-line form in the one-line shop and following the instructions. After registering, add the products you wish to purchase to your basket, following the instructions on the screen, filling in the form and confirming your order. By confirming your order you are acknowledging that you know and accept these general contractual conditions as part of the contract you are entering into.
5.1 Order
Click on the items you wish to buy to add them to your shopping basket. The shopping basket will contain the reference of the item selected, its name and the price in euros (with the approximate amount in your currency, for guidance purposes only). Tax payable and delivery costs are displayed separately, according to the destination country.
Where we do not have stock of an item we will notify you promptly about it, when you add the item to the shopping cart. You will then have to decide whether you want to wait up to 15 days for delivery, or you prefer not to add the article to the shopping cart. In case you include the item into the shopping cart, Konomix will not prepare the entire order until this item becomes available, as we do not load partial orders.
The personal data in the form will be added to our database to allow KOALA to process your order and allow you to make further purchases at www.koala.es. You will also be able to access your personal data and track all your orders. Remember that your personal details must be accurate to avoid misunderstandings and incidents when delivering the article(s) acquired. If you agree, you will receive information and publications about KOALA via email or post.
Once you have filled in the order form and before submitting the order you will see a summary identifying the item purchased, its total price (including postage and tax) and the delivery information. Confirm your order by clicking on the "Confirm Order" button.
5.2 Prices and Currency
All the prices published by KOALA in on-line shop include indirect taxes (Value Added Tax) when your initial settings state give a delivery address in the European Union. In other countries, prices are shown without tax.
With regard to Value Added Tax, as a general rule the current tax rate in Spain is applied for the European Union Territory, where this tax is applicable. Companies that are exempt from paying this tax in European Union countries are VAT exempt, with the exception of Spain.
VAT is not applied to sales in other countries in the world, however, the customs systems in each country will apply the corresponding taxes.
Purchases made by residents of countries outside the European Union are not subject to VAT (customs charges, import taxes and delivery charges are not included in the price of the article, and must be paid on delivery by the party receiving the goods). Because of their special tax status, the Canaries, Ceuta and Melilla are deemed territories outside the European Community.
KOALA displays and sells the products in EUROS. However, USERS may view the approximate prices in their local currency, for information purposes only.
5.3 Method of payment
Orders shall be paid for using secure credit or debit card payment (VISA, MASTERCARD), by BBVA Bank or PayPal, cash on delivery (in Spain only), or by bank transfer. No other methods of payment are accepted.
Credit or debit card payments are charged online, in other words, in real time, though the financial entity's payment gateway, once the data provided has been confirmed. Once the transaction has been confirmed, you will be notified of the order number by the webpage. From now on you can follow up the order from your own computer. You will also receive an email message with a description of the order and the personal details you have provided to us. If you do not receive this message, this could indicate that there is a temporary communications problem on the network or you have made a mistake with the email address you have given us. In either case, contact our admon@koala.es
KOALA offers you the following methods of payment:
a) VISA/Mastercard credit cards.
We guarantee that all transactions carried out with KOALA are 100% secure. All transactions involving transfer of personal or bank details take place in a secure environment.
KOALA users a server based on standard SSL (Secure Socked Layer) technology. All the information is encrypted and transmitted to us over the network, and credit card data is not recorded on our data base but goes directly to the Bank Point of Sale Terminal.
You are also hereby informed that to give credit card owners greater security with have incorporated the so-called SET (Safe Electronic Transaction) payment system to our payment gateway.
What is SET (Secure Electronic Transaction)?: SET is a system for guaranteeing security of credit card transactions on the Internet. SET has been endorsed by Visa International, Mastercard, Microsoft and Netscape, among others. The main aim is increase security for both Internet users and businesses selling online to authenticate the buyer as the legitimate owner of the credit card being used.
If you have still not received an exclusive, personal code for making on-line purchases, we advise you to request one from your financial entity and that you activate your card for the Secure Electronic Transaction service.
You will always be asked for the following data about your VISA, MASTERCARD OR JCB: Your card number (PAN), expiry date and validation code (CVV) consisting of the last three figures of the number printed in italics on the back of your card, which gives more safety to the transaction.
Once you have entered your data, the operation will be sent to the entity issuing the card, which validates the authenticity of the transaction. The bank issuing the card is therefore responsible for checking the authenticity of the card.
IMPORTANT NOTE: If you do not have a secure credit card you can use your card to pay in PayPal, which has a credit card payment option. The process is very quick and easy.
b) PayPal:
PayPal allows consumers to make on-line payments in a secure, convenient, cost-effective manner. A PayPal account can be funded with an electronic debit from a bank account or by a credit card. PayPal is an e-commerce business allowing payments to be made through the Internet.
For more information about the PayPal go to PayPal.
PayPal payments have a handling fee of 1 euro. The fee is per order (transaction), and not per item bought.
To avoid paying this fee, we recommend you pay with a secure card, which is immediate, does not involve additional costs and is fully automated. As a reference on the transport rates we can tell you the price guidelines, which apply to orders that use the smaller package.
Prices do not include 21% VAT:
DESTINATION
Price transport from:
Spain Peninsula
3,5 euros
European Union
15,7 euros
Rest Europe
19,83 euros
Spain Baleares
9,5 euros
Spain Ceuta/Melilla
9,5 euros
Spain Canarias
9,5 euros
USA / Canada / Mexico
28,93 euros
Argentina / Brasil / Chile
41,32 euros.
Australia
23,14 euros
Andorra
12,75 euros
In the Canary Islands, Ceuta and Melilla you have to pay on receipt an amount of 12 euros as DUA concept for purchases over 22 euros, and local tax; for purchases under 22 euros; costs for DUA and taxes are about 7 euros.
Delivery costs are subject to change at any time without prior notice. Changes take effect from the time they are published on the help pages, and in the contract published on the web page. In any case, delivery costs are confirmed when you place your order.
KOALA will deliver the orders within the deadlines listed below, although there is a 48-hour option available in all cases:
Spain Mainland
5 working days
European Union
5 working days
Rest of Europe
7 working days
North America and Canada
5 working days
Note shipments to Canary Islands, Ceuta, Melilla, Balearic Islands: Deliveries are organised through Correos, and leadtime can vary between 4 and 10 working days.
These delivery times may be longer at some times of year, such as Christmas, for example. In any case, KOALA undertakes to notify users by sending a clear, unambiguous message before the order is paid for.
KOALA accepts only limited liability in cases of force majeure (strikes, adverse weather conditions hindering normal land, sea or air transport, ...). In such cases, KOALA will deliver the orders as soon as possible and the above delivery times shall not be applicable.
6. Guarantee
The guarantee, essential for any product exchanges or returns, is the delivery note received with your order and/or by email. Guarantees are valid for 2 years.
In any case, the guarantee does not cover:
- Wear and tear or other circumstances intrinsic to the normal ageing of the article
- Damage caused by improper use.
8. Returns and exchanges.
If you are not satisfied with the items you have purchased, KOALA will allow you to exchange or return them within seven (7) days starting on the date they are received, provided the goods have not been used or damaged. KOALA does not accept exchanges or returns of used or damaged items or goods without their original packaging. When we receive the goods in the aforementioned condition, we will reimburse you for the value of the order. Therefore, to enable us to process your return satisfactorily, we request you return the product in perfect condition, unused and in its original packaging, including user instructions and recipes. It is very important that you return the product(s) for exchange or return perfectly packaged. If the products are returned damaged due to insufficient packaging, we will not be able to accept their return.
Products with manufacturing defects or products that do not belong to your order may also be returned to KOALA. In such cases, KOALA will arrange to have the goods collected and for delivering a correct order.
How to return an item:
Send an email to sales@koala.es or info@koala.es the product information and the reason why did you return the product.
When we confirm the return reason, we will receive the goods at our warehouses and have checked that the goods comply with all the above conditions, KOALA will process the product return and will reimburse you for the amount (less the delivery costs incurred) according to the method of payment used, and a new product will be dispatched to you if appropriate. If you pay by credit card you will receive your credit card account will be credited. If you do not pay by credit card we will ask you for an account number in which to pay the refund.
You will receive your refund within 30 days from the date on which we receive the goods at our warehouses. Please note that if you paid by credit card it is unlikely that your bank will show the sum returned in your balance until the following month.
You are hereby informed that KOALA will not reimburse delivery costs, and therefore you will be responsible for these unless the items were sent have manufacturing defects or the wrong items were included in the order, in which case delivery costs will be paid by KOALA.