Terms and conditions
General terms of sale
Shipping
·GLS
·Pick up in Candeleda
·Pallet
Return
Refunds
Privacy policy
Legal notice
General terms of sale
These terms and conditions apply to both private and commercial customers. A sales contract shall be deemed concluded once the purchase order has been accepted in writing. The prices in effect are those listed on our website at the time the purchase is made. Purchase orders may be submitted through our website. Product images displayed in our online store are for illustrative purposes only and may not exactly represent the delivered product. All information is provided without warranty and may be inaccurate. All products indicated as “available” may be purchased online. For wholesale orders, special offers and pricing are available (please refer to our Information/Wholesalers page). Upon completion of your purchase through our online store, a confirmation of purchase will be sent to the email address you provided. We reserve the right to reject any purchase order at our sole discretion, without providing any reason.
Shipping
We ship our products to countries within the European Union, handling live plants with the utmost care to ensure they arrive in perfect condition. As growers, we ship all our plants with their own phytosanitary certificate. Customers may select the shipping company from the options available during the checkout process. We make shipments on Mondays, so the probability that plants remain stored in the carrier’s facilities over the weekend is minimal. Once the order has been handed over to the carrier chosen by the customer, the risk of loss or damage to the goods transfers to the buyer in accordance with applicable European consumer law. However, Palmer Brothers will cooperate with the customer to manage any issues with the carrier. Upon dispatch of an order, we will send an email to the adress provided by the customer confirming that the order has been completed, along with the PDF invoice. From that moment, we are not responsible for the product’s handling by the carrier selected by the customer prior to payment. Please see our return and refund policies below for further information.
In the event that an order is returned to our facilities due to failure to deliver (error in the address indicated by the customer, inability to contact the customer, or any other reason not related to an mistake on our part), we will interpret this as a withdrawn from the sales contrat by the part of the customer, an proceed to the refund of the order under the terms described below.
If the customer or someone on their behalf signs the receipt of an order without declaring any incidents, and they do not file a claim for damaged or missing products within the first 24 hours of delivery of the goods (sending an email copying both the carrier company and ourselves the sellers), including photographs of the damages, most carrier companies will not take responsibility for the losses or damages they may have cause.
·GLS
Our favorite shipping method for small- and medium-sized goods is GLS. Orders of up to a maximum of 50kg containing: non-living material, plants in “mini” format, and plants in XS or S formats up to a maximum of 2 plants can be shipped throught GLS. For orders with greater weight or volume, the “pallet” shipping method must be selected (recommended), or several independent orders must be placed, each with its corresponding shipping cost, in separate packages. With this modality (GLS), the shipping price will be calculated and displayed at checkout before proceeding to the payment gateway, being the most convenient and fastest option for the customer. Once the goods have been delivered to GLS (agency in Talavera de la Reina) we cannot be held responsible for their treatment or tracking. By selecting this shipping method, the client accepts the services provided by General Logistics Systems Spain and agrees to its terms and conditions. You can expect to receive your order with GLS, if there are no incidents, between Tuesday and Wednesday of the week following payment in the Iberian Peninsula and between Wednesday and Friday in the rest of Europe except the Balkan Peninsula, Fennoscandia, Eastern Europe and Islands, where it should arrive in the second week after paying for your order. From the moment you receive our completed-order email, and within 24 hours, you should receive a tracking email from GLS at the email address you indicated when placing your order. If you do not receive an email from GLS within the following 24 hours, please contact us so that we can provide you with the tracking number. You must track your order and, in case of any incident, contact your local GLS agency as soon as possible, having the tracking number at hand.
·Pick up in Candeleda
We offer all our customers the “Pick up in Candeleda” option so that the customer has the possibility of going in person, or sending any carrier of their choice, to pick up an order at our facilities in Candeleda (Ávila) without any added cost from us. In the event that you are going to send a carrier to pick up a package, we recommend that you indicate our address, telephone, and email, which you can find in the ‘Information/Contact’ page, and that you tell us in advance when the order is expected to be picked up.
·Pallet
Return
If you receive a product in good condition but have changed your mind and wish to return it, you have a maximum period of 5 days for live plants (perishable products) or 14 days for other products, counted from the date of receipt, to initiate the return. If you wish to return a product, send us an email with the order number, indicating which product(s) of the order you wish to return and attaching a photograph of that product(s) and we will tell you how to proceed. Note that you will be personally resposible for organizind and assuming the costs of the return shippment. Refunds will be issued in accordance with the terms specified below.
Refunds
In the event that the sales contract is terminated or the products returned, in whole or in part, we will issue a refund of the purchase amount using the same payment method originally used for the transaction, unless we have expressly agreed with you to use a different method. We will issue the refund within one week from the termination of the contract, provided that the goods have not been shipped. If the purchased products have already been shipped, the termination of the contract is subject to the return of such goods, and the refund will be issued within one week from the date we receive and inspect the returned goods. In any case, the right of withdrawal does not apply to products that have been shipped but not returned in their original condition.
In the event that the contract is terminated by us, you will receive a full refund of the amount paid within one week. For example, if you make a purchase totaling €100 using any payment method and, for any reason, we revoke the sales contract, you will receive a refund of €100 within one week.
If the customer exercises their unilateral right to withdraw from the sales contract or requests a return, the refunded amount will correspond to the total amount paid in the original order by the customer, minus the costs of services unequivocally related to processing the order, provided by third parties, that have been invoiced to our company, which may include shipping and transaction fees:
Shipping and/or return costs will not be refunded if the contract is revoked after the goods have already been shipped and the carrier has invoiced us for the service, except in cases where the revocation is due to our shipment of damaged, defective, or incorrect goods. For example, if you make a purchase totaling €100, of which €25 corresponds to shipping costs and the remainder to the purchase of the products, and after receiving your order you request to revoke the contract, we will issue a refund of €75 (the value of the products) once we have received and inspected the returned products to ensure they are correct and have not been manipulated or damaged by you.
Although we do not apply surcharges for PayPal (5%*) or Stripe/credit card (2.5%*) transaction fees on purchases made through our website, the actual financial transaction fees billed to our company for any transaction (payment or refund) will be deducted from any refund if you exercise your right to fully or partially terminate the sales contract. For example, if you make a purchase totaling €100 using PayPal and request to revoke the contract before we ship the goods, we will refund €90.25*, reflecting the actual fees incurred by our company for financial transactions resulting from your activity, calculated as €100 – €5* (5% PayPal fee on the €100 payment) – €4.75* (5% PayPal fee on the €95 refund).
*Indicative amounts. In each specific case, the actual transaction fee charged by Stripe or PayPal will be deducted.
Privacy policy
In compliance with Regulation (EU) 2016/679 of the European Parliament and of the Council (GDPR) and Organic Law 3/2018 on the Protection of Personal Data and Guarantee of Digital Rights (LOPDGDD), users are informed that the personal data collected through this website will be processed by:
Contact email: info@palmerbrothers.es
Website: https://palmerbrothers.es
Personal Data We Collect
We may collect the following personal data when a user interacts with our website:
- Full name
- Shipping address
- Email address
- Phone number
- Information necessary to process orders
- IP address and browsing data
These data are collected only when the user voluntarily provides them by placing an order, contacting us, or using our services.
Purpose of Data Processing
Personal data is used for the following purposes:
- To manage orders placed through the online store
- To process payments and shipments
- To respond to inquiries or requests for information
- To send communications related to orders
- To improve the website browsing experience
- To comply with applicable legal obligations
Legal Basis for Processing
The processing of personal data is based on:
- The execution of a contract when the user makes a purchase
- The user’s consent when contacting us or accepting cookies
- Compliance with legal obligations, such as tax or accounting requirements
Data Retention
Personal data will be retained for as long as necessary to fulfill the purpose for which it was collected and to address potential legal responsibilities. Order-related data may be kept for the period required by applicable tax and accounting regulations.
Recipients of Data
Personal data may be shared with third parties only when necessary to provide the service, for example:
- Shipping companies for order delivery
- Payment service providers
- Technical service providers necessary for the website operation
Under no circumstances will personal data be sold or transferred to third parties for commercial purposes.
User Rights
Users may exercise the following rights at any time:
- Right of access to their personal data
- Right to correct inaccurate data
- Right to delete their data
- Right to restrict processing
- Right to object to processing
- Right to data portability
To exercise these rights, users can send a request to info@palmerbrothers.es, specifying the right they wish to exercise. Proof of identity may be required. Users also have the right to lodge a complaint with the competent supervisory authority.
Data Security
The website adopts the necessary technical and organizational measures to ensure the security of personal data and to prevent loss, alteration, or unauthorized access.
Cookies
This website may use cookies to enhance the user’s browsing experience. Cookies are small text files stored on the user’s device when visiting a website. Their purpose is to allow the site to remember information about the visit to improve navigation. This website may use: Technical cookies, necessary for the operation of the website, e.g., managing the checkout process or access to secure areas; Analytical cookies, to analyze user behavior on the site and improve offered services; Personalization cookies, to remember user preferences such as language or regional settings; Third-party cookies, which collect information for statistical and website usage purposes, including Google Analytics. Users can allow, block, or delete cookies via their browser settings. By accessing this website, users may accept or reject the use of cookies through the cookie consent banner. Consent can be modified at any time via the browser settings.
Changes to the Privacy Policy
We reserve the right to modify this Privacy Policy to comply with new legislation or changes in our activities. The updated version will always be available on this page.
Legal notice
In compliance with the information obligation established in Article 10 of Spanish Law 34/2002 on Information Society Services and Electronic Commerce (LSSI-CE), users are informed that this website is owned by:
Owner: GUALCI S.L., trading as Palmer Brothers
Contact email: info@palmerbrothers.es
Website: https://palmerbrothers.es
Purpose
This website aims to provide information about the products and services offered by Palmer Brothers, as well as to allow the purchase of products through the online store. Access to and use of the website grants the status of user and implies acceptance of the terms and conditions set forth in this Legal Notice.
Terms of Use
Users agree to use the website, its content, and services in accordance with applicable law, good faith, and public order. Use of the website for unlawful purposes or in a manner that may cause harm to the owner or third parties is strictly prohibited.
Intellectual and Industrial Property
All content on the website, including but not limited to text, images, logos, design, structure, and source code, is the property of the website owner or is used with the necessary rights and is protected by intellectual and industrial property law. Reproduction, distribution, or modification of such content without the express authorization of the owner is prohibited.
Liability
The website owner is not responsible for any damages or losses that may result from the use of the information contained on this website, nor for the lack of availability or continuity of website operation. Furthermore, the owner is not responsible for the content of external links that may appear on the website.
Data Protection
The processing of users’ personal data is governed by the Privacy Policy available on this website.
Governing Law
The relationship between the website owner and the user shall be governed by the current Spanish legislation. Any dispute arising from access to or use of the website shall be submitted to the competent courts and tribunals in accordance with applicable law.