GENERAL CONDITIONS OF PURCHASE

1. Parties

One: Pikostore S.L. (hereinafter Pikolinos), holder of tax I.D. (N.I.F.) number B53906590 and domiciled at Calle Galileo Galilei 2, Elche (Alicante), email address info@pikolinos.com and on-line customer service telephone number +34 966061399, assignee of the Internet domain https://www.pikolinos. com/bg-en/ and other websites with the same address but with generic top-level domains (gTLDs) and country code top-level domain names (ccTLDs) (hereinafter the Website or www.pikolinos.com) pursuant to the existing website assignment agreement with the assignee Pikolinos Intercontinental S.A., holder of N.I.F. A53238713 and domiciled at Calle Galileo Galilei 2, Elche, (Alicante) and Two: the purchaser, customer or user (“you” or “your”), understood to mean any user in accordance with the provisions of the Specific Registration Conditions, of legal age according to Spanish legislation, who accesses www.pikolinos.com and completes the procedure therein, including acceptance of these Terms and Conditions, to acquire one or more products from the catalogue.

2. Purpose

The purpose of these Terms and Conditions is to govern purchase by the purchaser of any of the products provided by Pikolinos on this website in exchange for the appropriate monetary consideration according to the provisions of Stipulation 4 below

3. The purchasing process

3.1. How to place an order

The purchase process is simple and can be done on the Website itself. To make a purchase on the Website, all you have to do is browse the product catalogue and add the items that interest you to your shopping cart, specifying the quantity and the sizes you want. If there are no size options, please select the only size available.

Once you have selected the items you wish to buy:

• Click on the shopping cart and select “Purchase”. You can modify your order at this point by simply adding products to the cart or removing them.

• You will now be asked to review the information displayed on the screen, add any missing information and select the means of payment. You can currently choose from the following means of payment:

1. We accept Discover, Diners, American Express, Mastercard and Visa debit and credit cards. In this case we will need you to provide us with information about your card for the sole purpose of processing the payment.

2. Paypal: for further information visit https://www.paypal.com

• After reviewing the products in your cart to avoid mistakes, accept the conditions and proceed with payment by the means you have selected in order to complete the purchase.

• Pikolinos will send a message confirming your order and also confirmation of the associated payment (if any). The purchase confirmation email will be accompanied by an electronic receipt containing the details of the transaction: prices of the purchased product(s), applicable taxes and shipping costs (if any).

You expressly agree to accept a digital invoice, although you can indicate your desire to receive a printed at any time by sending an email to: info@pikolinos.com. In this event we will send you a printed invoice at no extra cost.

• You will receive your purchase in the delivery time indicated on the Website.

• If you choose a Pikolinos store to collect your order and, for reasons not attributable to us it has not been picked up within fifteen (15) days from the date on which it was available for collection, we will assume that you wish to cancel the contract and we will consider it terminated. As a consequence of termination of the contract we will return all payments made — including shipping costs — once the returned product has been received in our Logistic Centre.

3.2. Technical means to correct errors 

 If you discover there has been an error in entering your shipping and/or billing address when placing your order, you can change it under “My Account”, in the “My Orders” section, as long as it is still logistically possible to apply the change. This option is available until we start preparing your order. When we start depends on how many orders we have to prepare.

Changing your order may affect the delivery date. You can check the updated delivery date after making changes in the “My Orders” section.

This option is not available for orders to be delivered to a Pikolinos shop with the “Click&Collect” option, only if you have chosen home delivery. Any change in the shipping address may affect the delivery date.

4. Prices, Shipping and Delivery

The product prices displayed on the website are set by Pikolinos, are in EUROS and include VAT and any other applicable taxes. Nevertheless, tax-related information is subject to changes as a consequence of changes in the taxes themselves.

Transport and delivery of your purchases is free for orders in excess of € 50. A packaging and shipping fee of € 9 will be charged on orders of less than € 50. Please be aware that shipping costs are non-refundable. 

The Website may include promotions, discounts, free numbers, etc. The respective windows will inform you of these aspects and of any conditions that may apply to your use of the same.

We will send your purchases within the delivery period displayed on the Website except in the event of special circumstances deriving from customisation of the product or event of force majeure (understood as an unpredictable extraordinary circumstance) and always within thirty (30) days counting from confirmation of the order

5. Acceptance of the General Purchasing Terms and Conditions

When you place an order entirely through www.pikolinos.com, you must read the purchasing conditions and expressly accept them by clicking on the check box — the default status of which is unchecked — at the end of the purchasing process.

6. Right of cancellation

Pikolinos provides for the option of cancelling a purchase contract within thirty (30) calendar days from receipt of the order, without having to give a reason, provided that the product has not been used or damaged. In the case of an order that includes several products to be delivered separately, the return period shall begin on the date of actual receipt of the last item in the order.

If you wish to exercise your right of cancellation you must notify us by sending a clear and concise statement to that effect through one of the following channels:

a) By email to info@pikolinos.es or by postal mail to: Calle Galileo Galilei 2, Elche, 03203 Alicante, Spain. You may use the following cancellation form if you wish, but it is not compulsory

b) By using the pre-established forms on the website:

a. If you are registered on the Website, i.e. you have an account, use your access data to go to the private area and click on “My Orders”. Select the order that contains the product you wish to return, select the article and click on RETURN. Pikolinos will send you an email confirming that we have received your intention to return the products and explaining the remaining steps.

b. If you do not have an account on the Website you can locate the order at https://www.pikolinos. com/bg-en/localizar-pedido/ using the email address you used when making the purchase and the order number that we sent you in the order confirmation email. Click on the article in question when the order is displayed and select RETURN. Pikolinos will send you an email confirming that we have received your intention to return the products and explaining the remaining steps.

If you use the forms provided on this Website to request a return, you will receive an email from Pikolinos containing a return locator. You must notify the Post Office of this alphanumeric code to enable them to print the return label that has been recorded in their system. You do not need to print out the whole email: showing the full code itself at the Post Office is sufficient.

There is no charge for returns.

Using one of the above options, you must return the products in question within fourteen (14) calendar days counting from the date on which you notified us of your desire to return the article or articles.

- Consequences of cancellation

In the event of cancellation we will refund all payments received after the purchase, including delivery costs, without undue delay and always within 14 calendar days from the date on which we were notified of your decision to cancel. The only payment we will not refund is any additional cost resulting from your choice of a different means of delivery from the least expensive ordinary delivery method that we provide. We may retain the refund until we have received the goods or until you send us documentary proof of return, whichever happens first.

The purchaser shall only be responsible for impairment of the value of the returned goods if they have clearly been handled in excess of what would be required to unpack them and establish their nature, size, features or function.

The goods must be returned in identical conditions to those in which they were delivered, including all their containers and wrappings.

All amounts reimbursed shall be paid by the same means of payment as was used to make the purchase.

- Further information

You are expressly informed that the return period indicated above could be extended to sixty (60) days at sale time or during special promotions. In these cases, you will be notified on the Website with the exact start and end dates of the extended return period of 60 days.

Please keep in mind that the shipping costs for returns will not be refunded and are the responsibility of the buyer.

- Right to cancel orders

In addition to the right of withdrawal, Pikolinos offers customers the chance to cancel orders as long as it is still logistically possible. This option is available until we start preparing your order. When we start depends on how many orders we have to prepare.

When it is available, you’ll see the option to cancel your order under “My Account” > “My orders”. Orders must be canceled completely; it is not possible to cancel only some of the items in an order. After being canceled, the order can’t be reactivated. You would have to place a new order through our website. If you used a promo code or discount coupon for the order canceled, it will be lost and you will not be able to use it again to place another order.

7. Advantages of Smiling Community Membership

The Smiling Community comes into force on the date on which these terms and conditions are published on the website and shall remain in force indefinitely. Notwithstanding the foregoing, given that the advantages of Smiling Community membership are benefits and/or special features voluntarily granted by PIKOLINOS to Club members, Pikolinos reserves the right to modify these terms and conditions at any time. In this case, Pikolinos shall inform Club members in advance through the communication channels provided for such purpose (email, website, etc.).

The modification or cancellation of any or some of the conditions of the Smiling Community shall not entitle the Club member to any indemnity or compensation whatsoever.

Pikolinos reserves the right to verify the identity of any Smiling Community member at any time.

7.1. Club Membership

You can become a member of the Smiling Community by simply subscribing to our Newsletter. Thus, all users who subscribe to the Newsletter and fill in the necessary information (marked with an asterisk) shall be considered members of the Smiling Communityand shall enjoy all the advantages associated with it.

Section 7.2 describes all the advantages and special features associated with Smiling Community membership. For all matters not covered in the special features listed in section 7.2, the provisions of the other sections of these general terms and conditions of purchase shall apply.

7.2. Advantages and Special Features of the Smiling Community

7.2.1. Shipping Policy

Smiling Community members shall enjoy FREE shipping and delivery costs for all deliveries to Spain (excluding the Canary Islands, Ceuta and Melilla).

This advantage shall apply as long as the user fulfils the requirement of belonging to the Smiling Community prior to making the purchase.

7.2.2. Right to Withdrawal

Pikolinos offers the possibility for Smiling Community members to withdraw from their purchase within a period of sixty (60) calendar days following receival of the order, without the need for justification, provided that the product has not been used or damaged.

This advantage shall apply as long as the user fulfils the requirement of belonging to the Smiling Community prior to making the purchase.

7.2.3. Birthday Treat

Given that you must provide your date of birth to join the Smiling Community, Pikolinos shall send you a birthday greeting via the email address provided by the Smiling Community member, which shall include a 5% discount off purchases at PIKOLINOS, valid for 30 days.

For more information on how we process your personal data, please see our Privacy Policy.

7.2.4. Early Access to Offers and Promotions

Users who join the Smiling Community will get a “Welcome Discount”. The discount will be valid for their first 10 days as a member. It can only be used once (it’s a welcome deal) and can be used with other discounts and/or promotions but not with other coupons. The discount can be used on orders of €50 or more ($50 for USA and £50 for UK).

7.2.5. Welcome Discount

All users who join the Smiling Community shall be given a "Welcome Discount" for 5% off purchases valid for 10 days from the date on which they become a member of the club.

This discount can only be used once (it is an initial discount) and can be accumulated with other discounts and/or promotions.

7.2.6. Special Draws

Members of the Smiling Community shall have the right to receive PIKOLINOS cleaning products free of charge, subject to the following conditions:

- For the purposes of this benefit, “cleaning products” shall be understood exclusively as the cleaning cream or cleaning sponge.

- This benefit will be linked to purchases of PIKOLINOS products made by subscribed customers during the year 2026, who may request a maximum of one (1) free cleaning product per customer per year, always upon express request.

- The benefit will apply only to customers of Pikolinos Stores and the official Online Store.

The provisions of this clause constitute a benefit granted to members of the Smiling Community, without prejudice to Royal Legislative Decree 1/2007 of 16 November, which approves the consolidated text of the General Law for the Protection of Consumers and Users and other complementary laws, and shall not be understood as a limitation of their rights.

7.2.7. Free cleaning products

Members of the Smiling Community have the right to receive PIKOLINOS cleaning products for free, specified as follows:

- For the purposes of this perk, cleaning products means: a cleaning sponge or shoe cream.

- This perk is associated with purchases of PIKOLINOS products and may only be exercised by customers who joined in 2023, make a purchase in 2023 and expressly request it, with no more than one cleaning product per year per customer.

- Valid only for customers of Pikolinos physical and online shops

The provisions of this clause lay out a perk for members of the Smiling Community, without prejudice to the provisions of Royal Legislative Decree 1/2007, of 16 November, approving the consolidated text of the General Consumer and User Protection Act and other complementary laws, and is not considered a limitation on their rights.

8. Size exchanges

In cases where you find that the size of the purchased product does not meet your needs (and without prejudice to the right of withdrawal that applies to you), you are offered the possibility of exchanging size within the period of thirty (30) calendar days from receipt of your order, without need for justification.

At Pikolinos we only accept size exchanges, if you want to replace the product with another design or colour, you must return the product and place a new order. To exchange a product purchased on the Pikolinos web site you need to access your user account and select the product you want to exchange. Click here to access “My Account”.

In the “My Orders” section in “My Account”, you can select the product you want to exchange by clicking on EXCHANGE SIZE. Once you have requested the size exchange, select the new size you need, confirm your shipping details and continue to follow the instructions for processing the size exchange.

Once you have requested the size exchange and selected the shipping method, you need to send the product via the Post Office following the instructions detailed in the exchanges and returns section of this website.

As soon as we receive your returned item, we will start the process of sending you the new size.

To exchange an item, it is important that the returned item is in the same condition as when it was received. As soon as we receive the package with your item, we will check its condition and we will process the size exchange. If the size in question is not available, we will refund the amount of the product.

If we do not receive the return within a maximum of 30 days from the exchange request, Pikolinos will cancel the stock reservation of the new size and the exchange request will be deleted.

Remember that all exchanges for products purchased online must be processed through the Pikolinos web site. At the moment it is not possible to exchange the size of items purchased on the Pikolinos web site at physical points of sale.

Exchanges of online purchases are not accepted at official Pikolinos points of sale. Any size exchanges must be made through your account on Pikolinos.com.

Remember that all online product exchanges must be processed through the Pikolinos website. It is not currently possible to change the size of items purchased on the Pikolinos website at physical points of sale.

9. Obligations of the parties

9.1. Pikolinos’ obligations

Pursuant to these Terms and Conditions, Pikolinos undertakes to:

• Do everything in our power to take the steps required to ensure that customers receive their orders as soon as possible.

• Provide the customer with the documentation required to take delivery of the order.

• Comply with all other obligations set forth in these Terms and Conditions or in any other applicable conditions.

9.2. Purchaser’s obligations

By accepting these Terms and Conditions, the customer agrees to:

• Pay the amounts associated with the purchase in due time and form including all fees, taxes and any other costs specified during the purchase process. Failure to pay the price of the selected articles in the final step of the purchase process shall exempt Pikolinos from any obligation whatsoever to provide and deliver the goods.

• Submit only true and accurate data when asked to provide information during the purchasing process.

• Assume the responsibility for failing to meet the requirements specified by Pikolinos to place orders or for not possessing the documentation required to make purchases on-line.

• Comply with any other obligations set forth in these Terms and Conditions or in any other conditions that may be applicable such as the general conditions of use or the particular registration conditions and assume all responsibility deriving from said non-compliance, holding Pikolinos totally harmless.

10. Legal guarantee

You are expressly informed that we provide a warranty in compliance with the legal guarantee of three 3 years from delivery of the item when you place an order for any products that we market by means of this Website.

11. Waiver

Pikolinos expressly declines all responsibility for loss and damage suffered by a customer for reasons attributable to the same.

Pikolinos only accepts responsibility for loss and damage caused to the customer deriving from a fraudulent act or wilful misconduct of Pikolinos in connection with purchases made through this Website.

Pikolinos declines all responsibility for acts or omissions including, but not limited to, the following:

• The products acquired through www.pikolinos.com are of no use to the purchaser. In particular, the above applies to the usefulness of living material acquired through the website since it depends on circumstances such as the weather, climate, environmental conditions, etc.

• The suitability of the products to the purchaser’s real needs.

• Personal or material loss and damage as a result of use of the products.

• Failure to comply with its obligations for reasons of force majeure such as internal or external strikes, natural catastrophes, non-compliance by the company in charge of transport, etc., among others.

The customer hereby recognises that the products ordered are purchased at their own risk. The activity of Pikolinos is limited to execution of the actual tasks required to deliver the products selected by said customer. Pikolinos declines all responsibility for the choice of products by the purchaser even when Pikolinos has provided advice in this respect, or for the customer’s lack of diligence in checking the specifications of the products before ordering them.

At all events, the responsibility assumed by Pikolinos vis-à-vis the purchaser shall never include loss of potential income under any circumstances whatsoever and shall be restricted to the total amount received from the purchaser pursuant to the monetary stipulations set forth in these Terms and Conditions.

12. Compensation

Failure by the purchaser to comply with these Terms and Conditions or any other applicable rules and regulations may grant Pikolinos the right to claim compensation for loss and damage. Consequently, the purchaser shall be obliged to compensate Pikolinos for any loss or damage including court costs and legal fees.

Likewise, any legal action taken by third parties against Pikolinos for reasons attributable to the purchaser shall entitle the former to claim for all expenses, costs, loss and damage deriving from said legal action and the purchaser shall hold Pikolinos entirely harmless.

13. Amendments

Pikolinos reserves the right to update and/or amend these Terms and Conditions at any time without prior notice.

Said changes shall come into effect on their publication date on www.pikolinos.com by any medium or form.

Changes made to these Terms and Conditions will only affect purchasers who accept them after said updates or amendments.

14. General considerations

14.1. Waiver and interpretation of these Terms and Conditions

These Terms and Conditions, particular conditions agreed at any time and any other conditions applicable to the purchaser constitute the only agreement between the purchaser and Pikolinos.

These Terms and Conditions shall prevail over the provisions of any other terms and conditions agreed by and between Pikolinos and the purchaser in the event of contradiction between the provisions of these Terms and Conditions and said others, unless the latter specifically provide to the contrary.

The failure of either party to demand full application of these Terms and Conditions or strict compliance with any of their stipulations due to special circumstances at any time shall not be taken to mean full or partial amendment of the same or as waiving strict compliance with all these Terms and Conditions in the future.

If any of the clauses or parts of these Terms and Conditions are determined to be invalid, illegal or unenforceable, the validity, legality and enforceability of the remaining provisions shall not be impaired in any way and the Parties shall negotiate new wording in good faith as similar as possible to the replaced part. The party affected by replacement may choose to terminate the contract if said replacement is deemed to be impossible and the stipulation concerned is deemed to be essential for these Terms and Conditions.

Any reference made in these Terms and Conditions to a repealed article or body of legislation shall be understood to refer to the equivalent provision that replaces it.

14.2. Language

These Terms and Conditions are written in Spanish. Translations into other languages are provided as a measure of courtesy for the customer’s convenience. The customer hereby agrees that the contract shall be governed at all times by the Spanish language version, which shall prevail in the event of discrepancy between the Spanish and any translation of the same into another language.

15. Discount vouchers: special terms and conditions

PIKOLINOS may issue discount vouchers. Discount vouchers are promotional offers that allow a partial discount on the price of the order or product. Vouchers apply only to products and not to shipping costs.

There are different types of vouchers, the conditions of which are specified in commercial correspondence between parties (either by email or in the specific section of this website). In these cases, the specific conditions can be found in the text accompanying the voucher.

The terms and conditions of each campaign will be provided together with the distribution of the discount voucher.

Discount vouchers may have some additional restrictions or limitations (e.g. minimum order, specific redemption period, etc.) so we advise the customer to carefully read the specific terms and conditions of each voucher. By using or redeeming the voucher, you agree to the terms and conditions that apply to it.

The general terms and conditions of business indicated on this website, together with the specific terms and conditions of each voucher, are applicable to the discount vouchers.

It is essential to always refer to the applicable terms and conditions for full details or requirements of the voucher or offer.

The following are the general terms and conditions of the discount vouchers, applicable unless exceptions are provided for in the specific conditions of each campaign:

-         To use the voucher you must be of legal age (18 years or older).

-         Discount vouchers are individual and non-transferable.

-         As a general rule, discount vouchers cannot be combined with any other promotions provided by the organiser, unless otherwise specified.

-         Only one discount voucher can be used per order and per shopping cart.

-         Vouchers are non-refundable.

-         In the event that a voucher is of a higher value than your order, the difference will not be refundable, nor can it be credited towards a subsequent order.

-         Discount vouchers are valid only for the purchase of a specific selection of products.

-         Vouchers will be valid for a fixed period of time and will expire if they have not been used after the expiry of the voucher period.

-         The sale, trade or purchase of discount coupons is not permitted.

16. Complaints, claims and out-of-court dispute resolution

You can contact us by means of the contact forms in the Customer Service tab or by calling our telephone numbers, writing an email or sending a letter by postal mail to the address in the first paragraph of these Terms and Conditions to make a complaint or lodge a claim. We have official complaint forms available to consumers and users. Any complaint or claim lodged before our customer service department will be dealt with in the shortest possible time and always within the legally established period. They will also be recorded with an identification and tracking code of which you will be informed. If you consider that your rights as a consumer have been infringed you can send your complaints by email to: info@pikolinos.com to request an out-of-court dispute resolution.

In accordance with Regulation (EU) 524/2013 you are hereby informed that if you have acquired a product from us through our website, you are entitled to request an online dispute resolution for consumer disputes at the official website of the European Union: http://ec.europa.eu/consumers/odr/.

17. Applicable law and jurisdiction

The relationship between Pikolinos and the user shall be governed by Spanish law.

Any discrepancy that may arise related to the use of the Website or to interpretation or execution of the contract governed by the same shall be submitted to the non-exclusive jurisdiction of the law courts of Spain.

The law courts of the city of Elche or, in the absence of mercantile courts in Elche those of Alicante, shall be competent to settle differences between Pikolinos and other companies.

Nothing set forth in this clause shall affect the rights of consumers under the currently applicable legislation if the contract is entered into by a natural person.

c) Through the pre-established forms on the website:

a. If you have an account on the website, you must log in with your credentials to your private area of the website, click on “My Orders”, select the order containing the product you wish to withdraw from, and select the item by clicking RETURN. Pikolinos will send an email to the purchaser confirming receipt of their wish to return the products and the steps to follow.

b. If you do not have an account on the website, you can locate the order at https://www.pikolinos.com/localizar-pedido/, using the email address used when making the purchase and the order number provided in the confirmation email. Your order will appear; select the item by clicking RETURN. Pikolinos will send an email to the purchaser confirming receipt of their wish to return the products and the steps to follow.

c. If the user does not have an account on the website, they may process the return by identifying themselves using the email address used in the purchase and the order number provided in the confirmation email, without the need to create an account in order to exercise their right of withdrawal or to process returns.

If you request the return of your purchase through the forms enabled for that purpose on the website, the consumer will receive an email from Pikolinos containing a return tracking code. This alphanumeric code must be presented at the Post Office so that they can print the return label registered in their system (there is no need for the consumer to print the email in advance); it is sufficient to show the complete code at the Post Office branches.

Returns are free of charge.

The purchaser must use one of the means established above and return the products to us no later than fourteen (14) calendar days from the date on which they notified us of their intention to withdraw.

- Consequences of withdrawal

In the event of withdrawal, we will refund the customer all payments received following the purchase, including delivery costs (except for any additional costs resulting from the customer's choice of a delivery method other than the least expensive standard delivery method we offer), without undue delay and, in any case, before 14 calendar days have elapsed from the date on which we were informed of the decision to withdraw. We may withhold the refund until we have received the goods, or until the customer has provided evidence of having returned them, whichever condition is met first.

The consumer will only be liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics or functioning.

The goods must be returned in the same condition in which they were delivered, with all their containers and packaging.

Refunded amounts will be paid using the same payment method used for the purchase.

- Additional information

We expressly inform you that during sale seasons or special promotions, this return period may be extended to sixty (60) days. In such cases, this will be announced on the website, indicating the exact date on which this extended return period (60 days) will apply.

Please note that shipping costs in the event of a return are not refunded and are borne by the purchaser.

- Right to cancel the order

In addition to the right of withdrawal, Pikolinos offers the possibility of cancelling your purchase, provided that, for logistical reasons, it is still possible to cancel the order. This option will remain available until we begin preparing your order. When we begin preparation depends on the volume of orders we have to prepare.

Provided it is available, you will find the option to cancel your order under “My Account” in the “My Orders” section. Cancellation of an order must be carried out in full; cancellation of only part of the items in an order is not valid. Once cancelled, an order cannot be reactivated, so a new order must be placed through our website. If the cancelled order included a promotional code or discount voucher, it will be lost and cannot be used again to place a new order.

Users who made their purchase without registering an account may likewise request cancellation of the order through the customer service channels enabled by Pikolinos, providing the order number and the email address associated with it, provided that logistical preparation of the order has not yet begun or cancellation is still possible under Pikolinos's internal processes.

- Management of orders placed as a guest

Users who make purchases through the guest purchase option may manage their orders, including, where applicable, requests for information, tracking, modifications, cancellations, returns and size exchanges, through the alternative identification mechanisms enabled by Pikolinos. The lack of a registered user account will not limit the exercise of the rights legally or contractually recognized to the purchaser where the purchaser can reasonably prove their status as the order holder by means of the order number, the email address used in the purchase, or other verification means that Pikolinos considers appropriate to guarantee the security of the process.

7. Special features of Smiling Community membership

The Smiling Community takes effect on the date these conditions are published on the website and will be valid for an indefinite period. Notwithstanding the foregoing, given that the special features of Smiling Community membership are benefits and/or particular features voluntarily granted by PIKOLINOS to Club members, Pikolinos reserves the right to modify these conditions at any time. In such a case, Pikolinos will notify Club members in advance through the communication channels enabled for this purpose, where applicable (email, website, etc.).

The modification or cancellation of any of the Smiling Community's conditions will not entitle the Club member to any compensation whatsoever.

Pikolinos reserves the right to verify the identity of any Smiling Community member under any circumstances.

7.1. Club membership

Membership of the Smiling Community is acquired simply by subscribing to our Newsletter; thus, all users who subscribe to the Newsletter and complete the required data (marked with an asterisk) will be considered members of the Smiling Community, with all the associated benefits.

Section 7.2 describes the set of benefits and special features linked to Smiling Community membership. For anything not covered by the special features set out in section 7.2, the provisions of the remaining sections of these general conditions of purchase shall apply.

7.2. Smiling Community benefits and special features

7.2.1. Right of withdrawal

Pikolinos offers Smiling Community members the option of withdrawing from their purchase within a period of sixty (60) calendar days from receipt of their order, without the need for justification, provided the product has not been used or damaged.

This benefit will apply provided the user meets the Smiling Community membership requirement prior to the time the purchase is made.

7.2.2. Birthday benefit

Since access to the Smiling Community requires providing your date of birth, Pikolinos will send you a birthday greeting on your birthday, via the email address provided by the Smiling Community member, including a 5% discount on purchases at PIKOLINOS, valid for 30 days.

For more information on the processing of your personal data, please see our Privacy Policy.

7.2.3. Early access to offers and promotions

All Smiling Community members will have early access to the commercial promotions that PIKOLINOS publishes on its website and communicates privately by email to Smiling Community members.

7.2.4. Welcome discount

All users who become members of the Smiling Community will be given a “Welcome Discount”. This discount will be valid for 10 days from becoming a member of the club. It may only be used once (it is an initial discount) and may be combined with other discounts and/or promotions, but not with other coupons. It will apply to purchases of at least €50 ($50 for the USA and £50 for the UK).

7.2.5. Special sweepstakes

Smiling Community members may take part in specific sweepstakes that will be announced and published on the Website. Mere membership of the Smiling Community entitles participation in such sweepstakes, although the particular conditions and requirements of each sweepstake will apply to participation in it. Special sweepstakes will be advertised and published accordingly on the website, where their particular characteristics will be detailed.

7.2.6. Free cleaning products

Smiling Community members will be entitled to receive, free of charge, PIKOLINOS cleaning products, subject to the following conditions:

-   For the purposes of this benefit, “cleaning products” shall mean exclusively the cleaning cream or sponge.

-   This benefit will be linked to purchases of PIKOLINOS products made by subscribed customers during 2026, who may request a maximum of one (1) free cleaning product per customer per year, always upon express request.

-   This benefit will apply only to customers of Pikolinos Stores and of the official Online Store.

-   The free cleaning product will not be provided under any circumstances where the purchase giving rise to entitlement to it has been wholly or partly returned; this benefit will cease to apply from the moment the return is processed or requested.

The provisions of this clause constitute a benefit granted to Smiling Community members, without prejudice to the provisions of Royal Legislative Decree 1/2007, of 16 November, approving the recast text of the General Law for the Defense of Consumers and Users and other supplementary laws; nothing set out herein shall be understood as a limitation of their rights.

8. Size exchanges

If you consider that the size of the product purchased does not meet your needs (and without prejudice to your right of withdrawal), you are offered the option of exchanging the size within a period of thirty (30) calendar days from receipt of your order, without the need for justification.

At Pikolinos we only accept size exchanges; if you wish to replace the product with a different model or color, you must return the product and place a new order. To carry out a size exchange for a product purchased on the Pikolinos website, you must log in to your user account and select the product you wish to exchange. Click here to access “My Account”.

In the case of purchases made as a guest, the user may process the exchange by identifying themselves using the order number and the email address used in the purchase, through the procedures specifically enabled by Pikolinos for managing orders without registration.

In the “My Orders” section of “My Account”, you can select the product you wish to exchange by clicking CHANGE SIZE. Once the size exchange has been requested, you must then select the new size you require, confirm your shipping details, and follow the instructions provided to process the size exchange.

Once the size exchange has been requested and the delivery method selected, you must hand over the product through the Post Office, following the instructions detailed in the exchanges and returns section of this website.

As soon as we receive your returned item, we will proceed to ship the new size.

It is important that, in order to carry out the exchange, the returned item is in the same condition as when you received it. As soon as we receive your returned package, we will check its condition and carry out the size exchange. If the size in question is not available, we will refund the price of the product.

If we do not receive the return within a maximum of 30 days from the exchange request, Pikolinos will cancel the reservation of your new size and the exchange request will be void.

Please remember that all exchanges of products purchased online must be processed through the procedures enabled by Pikolinos for managing online orders, whether through a registered account or through the identification mechanisms provided for purchases made as a guest. There is currently no option to exchange the size of items purchased on the Pikolinos website at physical points of sale.

9. Obligations of the parties

9.1. Obligations of Pikolinos

Under these Conditions, Pikolinos undertakes to:

• Make its best efforts to carry out the procedures necessary for the purchaser to receive the order.

• Provide the purchaser with the documentation necessary to receive the order.

• Comply with any other obligations contained in these conditions or in any other applicable conditions.

9.2. Obligations of the Purchaser

By accepting these conditions, the purchaser undertakes to:

• Pay the corresponding amounts on time and in the proper manner, including fees, taxes and any other costs specified during the purchasing process. Failure to pay, where this does not occur at the final step of the purchasing process, will release Pikolinos from the fulfillment of its obligations.

• Be responsible for the authenticity and accuracy of any data provided in order to make the purchase.

• Assume liability arising from failure to meet the requirements set by Pikolinos for holding purchaser status, or from not possessing the documentation required to place the order.

• Comply with any other obligations included in these conditions or in any other applicable conditions, such as the General Conditions of Use or the Specific Registration Conditions, and assume any liability arising from non-compliance therewith, holding Pikolinos fully harmless.

10. Legal warranty

We expressly inform you that, if you are contracting as a consumer and user, we offer warranties on the products marketed through this website, under the legally established terms for each product, and we shall be liable for any lack of conformity that becomes apparent within 3 years from delivery of the product.

11. Exclusion of liability

Pikolinos will under no circumstances be liable for any damages caused to the purchaser for reasons attributable to the purchaser.

Pikolinos will be liable solely for damages caused to the purchaser as a result of purchases made through the website, when these arise from willful misconduct on its part.

By way of example, and without limitation, Pikolinos will not be liable for:

• The usefulness to the purchaser of products purchased through www.pikolinos.com. In particular, the usefulness of any live materials purchased through the website, since this depends on circumstances such as weather, seasonal or environmental conditions...

• The suitability of the products for the purchaser's actual needs.

• Personal injury or property damage caused as a result of the use of the products.

• Failure to comply with its obligations for reasons of force majeure, such as, without limitation, internal or external strikes, natural disasters, failures on the part of the carrier, etc.

The purchaser acknowledges that the ordered products are purchased at their own risk, Pikolinos's activity being limited to carrying out the material tasks necessary to deliver the products selected. Pikolinos is under no circumstances liable for the purchaser's choice of products, even where Pikolinos has advised the purchaser in this regard, or for the purchaser's lack of diligence in checking the specifications of the ordered products.

In any case, the liability assumed by Pikolinos towards the purchaser shall under no circumstances include loss of profit and shall be limited, in any case, to a maximum, for any concept whatsoever, of the total amount received by Pikolinos from the purchaser in accordance with the stipulation on financial conditions set out in these conditions.

12. Indemnification

Failure by the purchaser to comply with these conditions or with any other applicable conditions may cause damage to Pikolinos. In this regard, the purchaser shall be obliged to compensate Pikolinos for any damage, loss or cost (such as lawyers' and court agents' fees).

Likewise, if the purchaser's non-compliance gives rise to any claims or proceedings against Pikolinos, the purchaser must hold Pikolinos harmless from these, and Pikolinos may claim from the purchaser any expense, cost, damage or loss arising therefrom.

13. Amendments

Pikolinos reserves the right, at any time and without the need for prior notice, to update and/or amend these conditions.

Such amendments will take effect from their publication on www.pikolinos.com through any means and in any form.

Any amendment to these conditions will only affect purchasers who accept them after such amendment.

14. General matters

14.1. Safeguarding and interpretation of these Conditions

These conditions, the specific conditions accepted at any given time, and any other conditions applicable to the purchaser constitute a single agreement between the purchaser and Pikolinos.

In the event of any contradiction between the provisions of these conditions and any other conditions entered into between the parties, the terms and conditions of these conditions shall prevail over those set out in the other conditions, unless the stipulations contained therein expressly provide otherwise.

The fact that either party, due to impossibility or convenience, does not require strict compliance with any of the terms of these conditions at a given time, does not constitute, and may not be interpreted as, a modification, whether total or partial, of these conditions, nor as a waiver by that party of its right to require compliance with their strict terms in the future.

The declaration of nullity of any of the stipulations of these conditions by a competent authority will not affect the validity of the remaining stipulations. In such a case, the contracting parties undertake to negotiate a new stipulation to replace the one declared void, as similar as possible to it. If such replacement proves impossible and the Stipulation was essential to these conditions, in the opinion of the party harmed by its removal, that party may opt to terminate the conditions.

Any reference made in these conditions to an article or piece of legislation that is repealed shall be understood as referring to the equivalent provision that replaces it.

14.2. Language

The language applicable to these conditions is Spanish. Where versions of these conditions have been provided in other languages, this has been done as a courtesy, for the purchaser's convenience. The purchaser expressly accepts that such versions will always be governed by the Spanish version.

If there is any contradiction between what is stated in the Spanish version of these general conditions of purchase and what is stated in any of their translations, the Spanish version shall in all cases prevail.

15. Special conditions for discount coupons

PIKOLINOS may provide discount coupons. Discount coupons are promotional offers that allow a partial reduction in the price of the order or product. Welcome coupons, subscription coupons, birthday coupons, or any type of promotion involving the use of a discount code shall be considered discount coupons, regardless of whether they are for single or multiple use, or for a fixed amount or a percentage discount.

Coupons apply only to products and not to shipping costs.

There are different types of coupons, the conditions of which are specified in commercial communications between the parties (either by email or on this website in its specific section). In such cases, you can consult the specific conditions in the text accompanying the coupon.

The conditions of each campaign will be provided together with the distribution of the discount coupon.

Discount coupons may be subject to certain additional restrictions or limitations (for example, minimum order, specific redemption period, etc.), so we advise the purchaser to read the specific conditions of each coupon carefully. Use or redemption of the coupon implies acceptance of the conditions applicable to it.

The general terms and conditions of purchase set out on this website apply to discount coupons, together with the specific conditions of each coupon.

It is very important to always check the applicable terms and conditions to see all the details or requirements of the coupon or offer.

Set out below are the general conditions applicable to discount coupons, which apply except where the specific conditions of each campaign provide otherwise:

-   To use the coupon you must be of legal age (18 years or older).

-   Discount coupons are personal and non-transferable.

-   As a general rule, discount coupons cannot be combined with other promotions run by the organizing entity, unless otherwise specified.

-   Only one discount coupon may be used per order and per shopping cart.

-   Discount coupons are non-refundable and cannot be exchanged for cash, in whole or in part. Consequently, in the event of a return of one or more items for which a discount coupon was used, PIKOLINOS will only refund the amount actually paid by the customer, and the coupon may not be refunded or reused.

-   If the coupon has a value greater than that of your order, the difference will not be refundable, nor may it be carried over to a subsequent order.

-   Discount coupons may only be valid for the purchase of a specific selection of products.

-   Coupons will have a set validity period and will expire if not used within that period.

-   It is not permitted to sell, trade or acquire discount coupons.

16. Complaints, claims and out-of-court dispute resolution

For any complaint or claim, you may contact us through our contact forms available under the Customer Service tab, or by the telephone number, email or postal address indicated in the first clause of these conditions. We also inform you that we have official complaint forms available for consumers and users. Your complaints and claims to our customer service department will be dealt with as promptly as possible and, in any case, within the legally established period. They will also be recorded with an identification code, which we will inform you of. If, as a consumer, you consider that your rights have been infringed, you may send your complaints to the email address info@pikolinos.com in order to request out-of-court dispute resolution.

We inform you that if the purchase between you and us was made online through our website, in accordance with EU Regulation No. 524/2013, you have the right to request out-of-court resolution of consumer disputes with us, accessible through the following website: http://ec.europa.eu/consumers/odr/.

17. Applicable law and jurisdiction

The relationship between Pikolinos and the user shall be governed by Spanish law.

Any dispute arising from or related to purchases made through the website shall be submitted to the non-exclusive jurisdiction of the Spanish courts.

Where the purchase is made by a business, the courts of the city of Elche shall have jurisdiction, or, if there are no commercial courts in that city, the courts of Alicante shall have jurisdiction.

Where the purchase is made by a consumer, nothing in this clause shall affect the rights recognized under applicable law.