Terms and Conditions
These are the terms and conditions upon which we, Altaterra Kft (sometimes referred to below as “ALTATERRA”) will process and accept from you orders for products from this online shop. ALTATERRA is a company registered in Hungary with registration number 08-09-013626. Its registered address is Malom köz 1, 9431 Fertőd, Hungary. Tel : 01592 806 622. Its registered VAT number is GB 875250805.
These terms and conditions are binding and you should read them carefully; particularly the provisions dealing with prices, delivery terms, liability, rights of withdrawal/cancellation and effects of withdrawal/cancellation.
These terms and conditions are supplemented by the applicable legal rules regarding contracts for the supply of products. You may have additional rights under those rules.
If you have any queries or concerns about these terms and conditions, please do not hesitate to contact ALTATERRA. You may contact us at customerservices@itzala.com or 01592 806 622.
If you would like to proceed with an order, please read these terms and conditions and check off the box to confirmation of your acceptance of these terms and conditions.
By placing an order, you confirm that you are at least 18 years of age. The contract between you and us is conditional on you being at least 18 years of age. This means that if you are not at least 18 years of age we will have no obligation to you, even if we send you an order confirmation.
We can accept and process your order no matter where you are located. However, when placing your order, you must specify an address for delivery of the goods that is within the United Kingdom. We will have no obligation to deliver goods to any address outside the United Kingdom mainland, such as the Channel Islands, as well as the British Overseas Territories.
By placing your order, you accept the following:
- That these terms and conditions shall apply to your order and form part of the contract between you and us.
- The prices and costs as stated in this online shop, as confirmed to you during the ordering process.
- That we may register data concerning your name, address, telephone number and e-mail address for the purpose of handling your order. Please see more in our Privacy Policy.
- That we may transmit data concerning your credit card or debit card for the purpose of handling your order.
How will I know my order has been received?
Upon receiving your order, we will send you an e-mail acknowledgement to let you know that your order has been received. A legally binding contract between you and us is formed when you receive our order confirmation.
However, our order confirmation, and the contract, will be conditional upon the approval of your credit or debit card (see below under "How do I pay?"). If your card is not approved, then there will be no contract and we will have no obligation to you.
If you do not receive an order confirmation within a reasonable time, please contact us. We will try to attend to your order promptly, but we will not be responsible for delay caused by problems or faults in electronic communication systems beyond our control.
What is the price of the goods?
The purchase price is the price in force at the time you place your order. The price of the products you order, delivery charges if any, and the total of your purchase will always be confirmed to you during the ordering process and in the order confirmation. Please note that if we have made an obvious error in pricing on products on the website, we are not bound by that incorrect price.
How do I pay?
Payment may be made with VISA, VISA Debit, Mastercard or MAESTRO. You can also pay with Klarna, PayPal or Bank Transfer. If you pay by debit or credit card you will be asked to submit the name on your card, your card number, expiry date and if applicable card issue number and three-digit security number. This information is transmitted via high-level encryption directly to the bank to verify that your credit or debit card is valid. Once your card has been approved by the provider or in case of a bank transfer when we have received the payment on our account, we will send you an order confirmation via e-mail. Your credit or debit card will be charged immediately after payment.
You can choose to pay using Klarna. Klarna will provide you with specific payment terms.
For further information or questions regarding your payment please visit Klarna’s website or contact Klarna’s customer service.
Delivery of the goods
We will attend to your order as soon as possible. It is our legal obligation to send the products to you before 30 days after your order has been confirmed. We will however send the products as soon as possible, according to the estimated delivery date stated in the confirmation email, usually within 5-7 working days.
If our supply of the products to you is delayed by an event outside our control, we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to cancel the contract and receive a refund for any products you have paid for but not received.
Your legal rights – faulty or incorrectly described products
You have legal rights, in addition to your rights under these terms and conditions, should any product supplied by us be faulty or incorrectly described. Goods are considered faulty if (a) they are not of satisfactory quality (i.e. they do not meet the standard that a reasonable person would consider satisfactory, taking account of our description of the goods, the price and any other relevant circumstances) or (b) they are not fit for a particular purpose for which you require them and which you made known to us before placing your order or at the time of placing your order.
We try to render the colours of our products as realistically as possible. However, we will not be responsible for possible deviations between the colours rendered by your computing equipment and the actual colours of our products.
Nothing in these terms and conditions shall limit your legal rights.
Right of cancellation/replacement – faulty or incorrectly described products
If any product delivered to you is faulty you must notify us without undue delay. In order for us to identify your order, please provide the following information:
Order confirmation number
Your name and contact details (address, phone number and e-mail address), and
the details of the products in respect of which you wish to cancel the contract.
You will be entitled to receive a free replacement of the faulty product or alternatively to receive spare parts that are required to repair the faulty product. We are always entitled to replace a faulty product, instead of repairing it for example via sending a spare part to you, unless it causes disproportionate costs for you.
Regardless of the remedies just mentioned, if any product delivered to you is faulty or misdescribed, you have the right to cancel the contract and to receive a full refund.
If we fail to comply with the contract, we are responsible for any loss or damage you suffer that is a foreseeable result of our breach of the contract. Loss or damage is foreseeable if it is an obvious consequence of our breach or if it was reasonably contemplated by both you and us at the time the contract was made.
We do not in any way exclude or limit our liability to you where it would be unlawful to do so.
Effects of cancellation – faulty or incorrectly described products
If you cancel the contract (e.g. because the products delivered to you are faulty or misdescribed) and decide to ask for the refund of the purchase price, we will reimburse you all payments received from you – including the costs of delivery (in case the order is cancelled in total).
If you cancel the contract (e.g. because the products delivered to you are faulty or misdescribed) then we will organise and pay for the return of the faulty products to our warehouse.
Your faulty product(s) will be picked up by our carrier, DHL
Altaterra Ltd. dispatch the replacement item as per the customer’s request already prior to the collection of the faulty blind. However, please note that you are also obliged to cooperate with DHL as well as with Altaterra Ltd. to have the faulty product(s) picked up and returned. Should the collection fail due to lack of cooperation from the customer’s side, Altaterra Ltd. preserve the right to stop the replacement order. In case, instead of the replacement, a full refund is requested, the refund process is initiated upon the receipt of the confirmation from DHL that the faulty product has been collected.
In all cases, you will be liable for any diminished value of the products resulting from any handling of them other than what is necessary to establish the nature, characteristics and functioning of the products. We will determine such diminished value as described below.
Guarantee
In addition to your statutory rights, Altaterra Ltd grants you 3 (three) years' guarantee on VELUX branded products purchased through this on-line shop. The terms of the guarantee do not in any way affect your statutory rights.
We grant you 2 (two) years' guarantee on ITZALA branded products purchased through this on-line shop. This guarantee does not in any way affect your statutory rights.
Right of withdrawal
You have the legal right to withdraw from the contract within fourteen (14) days without giving any reason.
The withdrawal period will expire fourteen (14) days after the day on which you (or someone you nominate) receives the goods that you ordered or - if the contract relates to multiple products ordered by you in one order and delivered by us separately - fourteen (14) days after the day on which you (or someone you nominate) receives the last product.
To exercise the right of withdrawal you must inform us (see contact details below) of your decision to withdraw from the contract by an unequivocal statement of your intention to withdraw by sending an e-mail to customerservices@itzala.com
In order for us to identify your order, when exercising your right of withdrawal please provide the following information:
Order confirmation number
Your name and contact details (address, phone number and e-mail address), and
the details of the products in respect of which you wish to withdraw from or cancel the contract.
To meet the withdrawal deadline (i.e. where you are exercising your right to withdraw from the contract without giving any reason), it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from the contract (i.e. you are exercising your right to withdraw from the contract without giving any reason), we will reimburse you all payments received from you, including the costs of delivery. We will make the reimbursement without undue delay, and not later than:
- fourteen (14) days after the day we receive back from you any products supplied, or
- (if earlier) fourteen (14) days after the day you provide evidence that you have returned the products, or
- if there were no products supplied, fourteen (14) days after the day on which we are informed about your decision to withdraw from the contract.
We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
If you end the contract for any reason after products have been dispatched to you or you have received them, you must return them to us. For information about returning the products, please contact us by e-mail at customerservices@itzala.com.
You shall send back the goods or hand them over to us at the below address:
Altaterra Ltd.
Petofi Sándor str. 36/B.
HU-9444 Fertoszentmiklós
Hungary
You must return the products to us without undue delay and in any event not later than fourteen (14) days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the products before the period of fourteen (14) days has expired.
If you withdraw from the contract (i.e. you are exercising your right to withdraw from the contract without giving any reason) you will have to bear the direct costs of returning the products.
In all cases, you will be liable for any diminished value of the products resulting from any handling of them other than what is necessary to establish the nature, characteristics and functioning of the products. We will determine such diminished value as described below.
Our determination of any diminished value of the products
In order to establish the nature, characteristics and functioning of the products you may handle and inspect them but must do so (i) with due care and (ii) in the same manner as you would typically be allowed to do in a shop. Any handling or inspection of the products in excess of this may result in a diminished value of the products, which we will be entitled to deduct when reimbursing the payment received from you, or to charge you. The determination of any diminished value will be made on a case-by-case basis. As part of your handling and inspection of the products as described above, you can open the box and inspect the fabrics and colours of the products with due care, provided that the opening is done without damaging the box. If the box is damaged, then that will be regarded as diminishing the value of the products. Any installation of the products is also likely to result in a diminished value of the products. We remind you that when in your possession and until returned to us, you are responsible for the products and will be liable for any damage to them.
Applicable law and venue
Contracts entered into by this online shop are governed by the laws of England and Wales, and the courts of England and Wales shall have jurisdiction over any dispute or claim arising from contracts entered into via this online shop. However, if you live in Scotland you can bring a claim relating to the contract either in the Scottish or the English courts; and if you live in Northern Ireland you can bring a claim relating to the contract either in the Northern Irish or the English courts.
Lodging a complaint
The EU Commission’s Online Dispute Resolution portal can be used if you wish to file a complaint of your online purchase. You may use this link to file your complaint: http://ec.europa.eu/odr
