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GENERAL CONDITIONS


GENERAL INFORMATION

The company Black Division S.L., with Tax ID B02997641 and registered office at C/ Xixona, 3, 03204 Elche (Alicante), Spain, (hereinafter, “the company”), is the sole owner of the website https://dfranklincreation.com/, (brand “D.Franklin”) 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 will not be accumulated and it will not be possible to combine several promo codes in the same order.

For promotions such as 2x1, 3x2 or other similar offers:

  • The discount only applies to products duly advertised in the promotion. It is not necessary to select identical products; they can be combined with each other among those enabled for this purpose. In the event of a price difference between the selected products, the discount will always be applied to the product of lower value.
  • It is essential to add all the required products as well as any gifts to the cart so that the discount and promotion are correctly applied.
  • Coupons or discount vouchers must be entered before making the payment. Under no circumstances will orders be refunded in which the customer has not applied the code before finalising the purchase, nor can the order be modified afterwards to apply discounts, add gifts, products or other offers in force after the purchase.
  • It is the customer’s responsibility to check and confirm that the discount has been applied and that the order contains all the items and gifts to be shipped before proceeding to payment, thereby accepting the conditions of the purchase made.

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

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.

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

The company does not store card or banking information. 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 the shipping information page. The delivery period stated on this website is calculated from the shipment confirmation and may vary depending on the location and available logistics service. For international shipments, any customs duties, taxes or charges will be the sole responsibility of the customer. In the event of order refusal or failure to pay such charges, the company will be exempt from any obligation to refund or reship the order.

Due to promotional periods, standard shipping times may be affected. Some orders may experience delays.

RECEPTION AND INCIDENTS

If the order arrives damaged or tampered with, it must be rejected at the time of delivery or the incident must be reported within a maximum period of 24 hours, attaching photographs showing the condition of the package. If the order appears as delivered but has not been received, this must be reported within a maximum period of 7 calendar days from the date indicated as delivery, in order to open a case with the transport company. Any order without a claim opened within the deadlines and through the official contact channels indicated will be considered correctly delivered and in perfect condition, and therefore accepted by the customer.

When an order cannot be delivered due to reasons not attributable to the company (failure to collect, incomplete information, absence of the recipient, refusal of the package, or non-payment of customs duties), it will be considered a “voluntary non-collection.” In such cases, the customer may request a refund of the cost of the items once the order has been received back by the company. If the original shipment was free of charge, the standard shipping cost corresponding to the destination may be deducted from the refund, since the order was properly processed and shipped according to the buyer’s instructions.


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 managed exclusively through the returns portal available at the following link.

2. Conditions

The shipment of the return must be made within this period in order for the return to be accepted. The specific return conditions applicable are permanently accessible to the consumer at the following link. 

For a return to be accepted, it must have been previously requested and approved through the returns portal. Any return that does not meet this requirement will not be accepted.

The product must be in perfect condition, with no signs of use, in its original packaging, and with all accessories, labels, and accompanying items included.

In promotions such as 2-for-1, 3-for-2, or similar offers, or in orders that include 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 of personal or intimate items, such as piercings, earrings, face masks, or similar products, will not be accepted, in accordance with applicable consumer protection regulations that exclude these goods from the right of withdrawal for hygiene and safety reasons.

Unless expressly stated otherwise by the company, return shipping costs will be borne by the customer. Likewise, if a return label provided by the company is used or if the return is shipped from outside the European Union, the company may deduct the associated costs from the refund, including shipping, handling, customs duties, and applicable taxes.

3. Return instructions

  • Access the returns portal and register the request by indicating the order number and the items to be returned.
  • Prepare the package, ensuring the merchandise is properly protected, and include the return slip inside the package.
  • Send the package using the carrier of the customer’s choice to the following address: C/ La Palmera, 5 Pol. Mos del Bou, 03340 Albatera (Alicante), Spain.

In the event that a shipment is made without prior authorization, without a registered request in the portal, outside the allowed timeframe, or without following the indicated procedure, the company will not process the refund nor arrange the return of the product. In such cases, the customer will be responsible for arranging the collection through a courier service and for bearing all related costs.

4. Inspection and verification of the merchandise

Returned merchandise will be manually inspected by company staff in order to ensure compliance with quality standards. Once the return has been confirmed as compliant, the refund will be issued or the replacement order will be shipped, as applicable.

As this is a manual procedure, verification times may be extended during periods of high activity. If 14 business days have passed since the return was delivered and the customer has not received confirmation, they may contact Customer Service to check the status of their request.

If packages arrive at the warehouse damaged or without a readable identification label, and it is not possible to automatically link them to the original order, the customer may be asked to provide proof of shipment and delivery, such as a valid receipt and/or tracking number.

5. Defective or damaged products

If a customer receives a damaged or defective product, they must contact Customer Service before initiating the return, in order to process the product warranty. The company will evaluate the case and provide the appropriate instructions for handling the warranty.

If a customer returns an item showing signs of use, damage, tampering, or that is incomplete, without having previously reported the issue or followed the official warranty procedure, it will be understood that the damage was caused by the customer. In such cases, the company may reject the return or apply a deduction proportional to the product’s depreciation.

RIGHT OF WITHDRAWAL

The consumer has the right to withdraw from the purchase within 14 calendar days from receipt of the order, without the need to justify their decision. Once the return has been approved, the amount will be refunded using the same payment method used, within a maximum period of 14 calendar days from receipt and validation of the returned item. The product must be returned in perfect condition, without signs of use, and with its original packaging, in accordance with section 11 of these conditions. The shipping costs arising from the right of withdrawal will be borne by the customer.

REFUNDS

In accordance with European consumer protection regulations, the customer has the right to withdraw from a purchase within 14 calendar days from the receipt of the goods, without the need to provide any justification. This right may be exercised by notifying the company through the contact form available on our website at https://www.dfranklincreation.com/pages/contact including the order number, the customer’s full name, and the delivery address, and must be carried out by arranging the return of the goods in accordance with the instructions indicated in the “Returns and Exchanges” section of these terms and conditions.

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

If the package is delivered, the customer must return the goods strictly following the instructions and requirements of standard returns, by opening a request at https://returns-global.dfranklincreation.com/en/org/dfranklin-company. The returned goods must be sent within 14 calendar days of receipt, in their original condition and packaging, including all accessories and protective materials. The company reserves the right to reject or partially refund returns that do not comply with these conditions.

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

By placing an order, the customer acknowledges and accepts that orders are processed through a fully automated preparation and shipping system. Therefore, once an order has been placed, its cancellation cannot be guaranteed, and any return shipment will be at the customer’s expense. Any right of withdrawal must be exercised strictly in accordance with the procedure described above, which fully complies with European Union consumer protection regulations.

Failure to comply with the return procedure or the incorrect return of goods may result in delays, partial refunds, or refusal to accept the return, to the extent permitted by law, without prejudice to the customer’s legal right of withdrawal where applicable.

By completing the order, the customer confirms that they have read, understood, and accepted these conditions, which shall be legally binding and enforceable.

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 the Customer Service team by opening a support ticket through the contact form available on the website at this link or via social media. The average response time is 24 to 48 working hours. Telephone support is also available on (+34) 966 651 088, Monday to Friday, from 9:00 to 18:00 CET.

The company makes all legally required information available to the customer in the following freely accessible web section. 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.