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These General Terms and Conditions of Contract govern the sale of products through the melisa.bio website. The seller is:
Any reference to “Melisa”, “we” or “the Company” refers to that company. These terms are supplemented by the Legal Notice, the Privacy Policy, the Cookie Policy and the Shipping Policy, which form an integral part of the contract.
Placing an order implies that these conditions have been read and accepted without reservation, in the version published at the time of purchase. Before confirming the order, the user is asked to accept them expressly by means of a dedicated checkbox.
To make a purchase you must be over 18 years of age and have legal capacity to contract. By placing an order, the user declares that they meet both requirements and warrants that the data provided is truthful, accurate and complete.
In accordance with article 27 of Spanish Law 34/2002 (LSSI-CE), the electronic document formalising the contract is archived by the Company and the buyer may request a copy at hola@melisa.bio. The contract may be formalised in Spanish.
The Company reserves the right to modify these conditions at any time. Modifications will not affect orders already confirmed, which are governed by the conditions in force at the time they were placed.
The products offered are foodstuffs and, where applicable, food supplements and cosmetic products. Mandatory information (name, ingredients, allergens, net quantity, storage conditions and operator details) is provided on each product page before purchase, in accordance with article 14 of Regulation (EU) 1169/2011 on the provision of food information to consumers in distance selling. The date of minimum durability appears on the packaging of the product delivered.
Photographs and illustrations are indicative and may not reflect natural variations in colour or in the presentation of the packaging.
Offers are subject to stock availability. If a product is unavailable after the order has been confirmed, the buyer will be informed as soon as possible and may choose between waiting for it to be restocked, replacing it, or cancelling the order with a full refund of the amount paid.
The information published on the site is for general information purposes and does not constitute medical advice. Please read the allergy warnings and precautions before consuming.
Prices are shown on each product page. The reference currency of the shop is the euro (EUR). If you view prices in another currency, this is an indicative conversion; the final amount is always shown before the order is confirmed.
The price shown is the final price per unit. Shipping costs are not included in the product price: they are calculated in the basket according to destination, weight and volume, and are shown itemised alongside the total amount before the buyer confirms and pays for the order.
The prices shown include Value Added Tax (VAT) at the rate applicable to each product: 10 % on foodstuffs and 21 % on cosmetic products.
For shipments to the Canary Islands, Ceuta and Melilla (territories outside the scope of Spanish VAT) as well as to destinations outside the European Union, the import duties and taxes described in the Shipping Policy may become payable on arrival.
Free shipping conditions, delivery times by zone and the import duties applicable outside the European Union are detailed in the Shipping Policy.
The Company reserves the right to modify prices at any time. The applicable price is the one in force at the time the order is confirmed. In the event of an obvious typographical error in a price, the buyer will be informed and may confirm the order at the correct price or cancel it at no cost.
The purchase process consists of the following steps: selection of the products and addition to the basket; review of the basket; entry of billing and shipping details; display of the order summary with an itemised breakdown of products, shipping costs and total amount; express acceptance of these conditions; and confirmation and payment of the order.
Before confirming, the buyer may review and correct the data entered and modify or remove products from the basket, in accordance with article 27.1.c) of Spanish Law 34/2002.
The contract is formed when the Company confirms acceptance of the order by means of a confirmation email sent to the address provided by the buyer. That email includes the order details and constitutes proof of purchase. Receipt of the order in the system does not in itself amount to acceptance.
The Company reserves the right not to accept an order, notifying the buyer and refunding the amount paid in full, where there is an obvious error in the price or description, the product is unavailable, delivery to the stated destination is impossible, the contact details are manifestly incorrect, or there are reasonable indications of fraudulent use.
The available means of payment are shown on the checkout screen before the order is confirmed. The order is not processed until the Company receives confirmation of payment.
Payment details are entered and processed directly in the environment of the relevant payment service provider. The Company does not store the buyer’s full bank card details.
If payment is refused by the issuing institution, the order will not be processed and the buyer will be informed. The Company is not responsible for any commissions, exchange rates or charges that the buyer’s institution may apply to the transaction.
The invoice will be issued using the data provided by the buyer during the purchase process and will be sent electronically, unless an express request to the contrary is sent to hola@melisa.bio.
Shipments are made to the zones and within the timescales indicated in the Shipping Policy, which forms part of these conditions. The published timescales are estimates counted from dispatch of the order and do not include preparation time.
In accordance with article 66 bis of the consolidated text of the Spanish General Law for the Defence of Consumers and Users (RDL 1/2007), unless otherwise agreed, delivery will take place within a maximum of 30 calendar days from the conclusion of the contract. If the Company fails to meet that deadline, the buyer may call on it to deliver within an additional period appropriate to the circumstances and, failing that, terminate the contract with the right to a refund of all sums paid.
The risk of loss of or damage to the products passes to the buyer when the buyer, or a third party indicated by the buyer other than the carrier, acquires material possession of the goods.
We recommend checking the condition of the parcel at the time of delivery. If it shows visible damage, this should be noted on the carrier’s delivery note and reported to hola@melisa.bio as soon as possible, attaching photographs. Delivery is made to the address provided by the buyer, who is responsible for its accuracy.
As a consumer you have 14 calendar days to withdraw from the contract without giving any reason and without penalty, in accordance with articles 102 et seq. of the TRLGDCU (Spanish consumer protection act). The period runs from the day on which you or a third party indicated by you acquires material possession of the goods; if the order comprises several products delivered separately, from receipt of the last of them.
To exercise it, simply communicate your decision unequivocally to hola@melisa.bio, in writing or using the form in the following section. Use of that form is not compulsory.
Once the product has been returned, the Company will refund all payments received, including standard shipping costs, within a maximum of 14 calendar days from becoming aware of your decision, using the same means of payment used for the purchase and at no cost to you. The Company may withhold the refund until it has received the goods or until you provide evidence of their return.
Unless expressly stated otherwise, the direct costs of return are borne by the buyer. If you choose a delivery method other than the cheapest standard option, the additional cost will not be refunded.
None of the above affects your rights in respect of defective, incorrect or damaged products, which are always dealt with and are described in section 10.
You may copy the following model and send it, duly completed, to hola@melisa.bio. Its use is optional.
For the attention of Vitall Bienestar, S.L. (Melisa), Carretera de Jaén 52, 02006 Albacete, Spain (hola@melisa.bio)
I hereby give notice that I withdraw from my contract of sale of the following goods:
Order number: ______________________
Product(s): ______________________
Date of order: ______________________
Date of receipt: ______________________
Name of consumer: ______________________
Address of consumer: ______________________
Date: ______________________
Signature of consumer (only if this form is submitted on paper): ______________________
All products are delivered in conformity with the contract. In the event of a lack of conformity (a defective, incorrect or damaged product, or one that does not match the published description) the buyer has the rights recognised in articles 114 et seq. of the TRLGDCU.
As a general rule, goods are covered for lacks of conformity that become apparent within three years from delivery. In the case of foodstuffs, that conformity necessarily refers to the product within the date of minimum durability or use-by date indicated on its packaging, and provided that the stated storage conditions have been observed.
Once the lack of conformity has been established, the buyer may choose between remedy (replacement of the product) or, where this proves impossible or disproportionate, a price reduction or termination of the contract with a refund of the amount paid. The costs necessary to remedy the lack of conformity are borne by the Company.
To make a claim, simply write to hola@melisa.bio stating the order number and attaching, if possible, photographs of the product and of the batch code printed on the packaging. If a product arrives broken or in poor condition, the matter is resolved without the buyer bearing any cost.
As long as the order has not been dispatched, the buyer may request its cancellation or the modification of the shipping details by writing to hola@melisa.bio with the order number. The Company will act on the request provided that it is materially possible.
Once the order has been dispatched, cancellation must be handled through the right of withdrawal described in section 8, with the exceptions indicated there.
The specific conditions applicable to Club Colmena subscriptions and plans, as well as to professional orders handled through the B2B page, are communicated at the time of contracting and prevail over this section to the extent that they differ.
For any query, incident or complaint, the service channel is hola@melisa.bio and the telephone number +34 967 740 125. You may also use the contact form. Receipt of complaints will be acknowledged and answered as promptly as possible.
The Company holds official complaint forms available to consumers, which may be requested through any of the channels above.
Irrespective of the above, consumers may contact the competent consumer authorities (municipal consumer information offices (OMIC) and the consumer bodies of their autonomous community) as well as bring legal proceedings.
The personal data provided during the purchase process is processed by Vitall Bienestar, S.L. for the purposes of managing the order, processing payment and shipping, issuing the invoice, providing after-sales service and complying with the legal obligations arising from the sale.
Full information on the legal basis for the processing, retention periods, recipients and the exercise of the rights of access, rectification, erasure, objection, restriction and portability is set out in the Privacy Policy. The channel for exercising these rights is privacy@vitall.es.
If any clause of these conditions is declared void or unenforceable, in whole or in part, such invalidity will not affect the validity of the remaining clauses, which will remain in force.
The Company’s failure to require strict compliance with any of these conditions does not constitute a waiver of the right to require it in the future.
These conditions are governed by Spanish law. In contracts concluded with consumers, the competent forum for the resolution of disputes is that of the consumer’s domicile, in accordance with the mandatory rules on the protection of consumers and users. No clause of this document deprives the consumer of the protection afforded by the mandatory provisions of the European Union country in which they have their habitual residence.
In contracts concluded with traders or professionals, the parties submit to the courts and tribunals of Albacete, expressly waiving any other jurisdiction to which they may be entitled.