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INDEX
4. How to buy?
1. How secure are online purchases?
Although much has already advanced the internet and e-commerce, there are some people who distrust Internet shopping.
The evolution of the environment and technological advances, together with the growing confidence of consumers and, above all, the efforts of online businesses to make processes and transactions secure to transmit that confidence to the customer have meant that fewer and fewer people distrust and electronic commerce enjoys as much prestige (or more if possible in certain cases) than traditional physical commerce.
In general, Internet purchases are very secure at all levels: it has clear and written information on products, services and conditions, payment methods are clear and equipped with secure encryption systems and marketers comply with the provisions of their privacy policy, complying with current legislation on the processing of personal data.
2. What security do we offer from this website?
Our technical protocols and the implementation of the latest technologies available make it total security regarding your orders and your data. We have a secure server and SSL protocol, which guarantees that your data cannot be seen by anyone while browsing our website. We scrupulously comply with current legislation on the Protection of Personal Data (your data is only transferred to the transport company for the purpose of delivering the requested goods) and with the Law on Services of the Information Society and Electronic Commerce. The information we receive regarding your purchase and your personal data is encrypted using the HTTPS protocol. (Hypertext Security Protocol); Thus, sensitive information cannot be used by hackers.
Also with regard to payments, security is total, since all payment methods comply with the regulations on the security of online purchases and have very demanding security standards available to the companies that manage the payment platforms.
3. Where can our products be shipped?
The geographical scope of delivery is mainland Spain and the Balearic Islands.
4. How to buy?
You can process your order directly through this website, adding the different items you wish to request to the Shopping Cart and confirming said Purchase following the simple steps that are indicated throughout the process.
You can also process your order by phone: either by calling us or by leaving us a message so that we can call you and place the order during our call.
In any case, you will be sent a document with the Confirmation of your order, so that you can verify that all the data related to articles, payment methods, shipping methods, recipient and billing or any other are correct and correspond to what you requested.
5. What requirements are necessary to make a purchase?
Be at least 18 years old.
Provide as necessary an email address or a mobile phone number in order to be able to contact you to correct any error, complete any data or simply inform you about any matter related to the products ordered, forms and delivery times, etc.
If you make the payment by credit card, it must be activated for online purchase operations.
6. Can changes be made once the purchase order has been placed?
During the purchase process any changes can be made. But once the order has been confirmed after payment, you must immediately contact us to make the appropriate change before manufacturing the items. Once the shipment has taken place, no modification can be made: in this case, the shipping costs and possible return will be borne by the buyer.
The delivery and billing data can be different: it will be enough to indicate it properly during the purchase process.
7. Can orders be cancelled?
The order may be cancelled before it leaves our facilities and under the following conditions:
□ If it is not manufactured, the amount paid will be paid.
□ If it has already been manufactured, we will pay you the amount minus the cost of the fabrics used in its manufacture. To meet delivery deadlines, we are forced to manufacture very fast.
□ If the order has already been sent and you do not wish to receive it, in addition to the fabrics used in its manufacture, you may be charged the expenses caused by the shipment of the merchandise and return for rejection of it.
8. What should I know about pricing?
All prices are expressed in euros.
All prices of the associated articles and services include VAT at the current rate.
TopFoams reserves the right to alter the price of the products at any time, being valid for the customer the prices he accepted and validated on the website at the time of making his original purchase.
In the event of any typographical or system error, TopFoams reserves the right to cancel the order and inform its customer of what happened, being returned the full value of the payment. TopFoams will not be obliged to supply you with any product with an incorrect price, even if you have received the order confirmation message.
9. What payment methods are supported?
In TopFoams we have several forms of payment. You can choose the one that best suits you. In one of the steps of placing the order, the system will indicate the options available for payment. You just have to choose the payment method you want and follow the instructions.
□ Bizum: Payment is made at the time of placing the order. No added costs.
□ Credit Card: The data will be requested in the purchase process. Choosing this option you will connect with a secure VISA Servired server (BBVA payment gateway) to make the payment through the Redsys system.
Payment is made at the time of placing the order. No added costs.
□ Cash on delivery: You can pay for your order when you receive it. This form of payment is valid for all items except custom foams.
Payment is made upon receipt of the ordered goods. No added costs.
□ PayPal: This way you will not have to provide your card details and you will pay for your purchases securely through PayPal.
This form of payment has a small added cost, which we must pass on given the limited commercial margin we have to make prices so competitive for the customer. This amount always appears when confirming the payment through PayPal.
Payment is made at the time of placing the order. With small added cost.
□ Bank Transfer: When indicating this form of payment during the purchase process, we will indicate the bank account number to make the transfer, as well as what you must indicate in the concept of said transfer so that it is easy and agile to associate it with your order.
When we receive the transferred amount (usually takes between 24 and 48, depending on the entities and the time at which the transfer was made), we will activate your order and inform you of all the steps.
Payment is made at a time after placing the order, but before receiving the goods, since the order is not firm until the transfer is made and appears in the bank account of TopFoams. No added costs.
□ Sequra: It is a system of financing your orders subject to the approval of the company Sequra (the vast majority of operations are approved).
Instantly, by entering the data of the DNI, the mobile phone number and a credit or debit card, the system will confirm the acceptance according to the amount of installments chosen. The modalities are:
□ Buy First and Pay Later: Make your purchases with confidence. Buy now and pay when you verify your order: you have up to 7 days after shipment. No added cost. Managed by Sequra.
□ Divide the payment into 3, 6, 12 or 18 monthly payments. For only a fixed monthly cost. You can modify or complete the payment whenever you want, without penalties. Managed by Sequra.
□ Payment in 3 months without interest. Divide the cost of the purchase into 3 monthly payments to make payment more convenient. No added cost. Managed by Sequra.
10. How long will it take to receive my order?
Depending on the shipping method chosen:
□ Express:
Generalist Agency. Between 24 and 72 hours.
□ Standard:
Generalist Agency. Between 2 and 9 working days.
□ Specialized:
Specialized Agency. Between 5 and 15 working days.
Own means. Between 5 and 15 working days.
For more detailed information consult our General Conditions or contact us.
11. Is it possible to receive the goods after the indicated date?
Yes, both at your request and for other reasons, such as some related to the payment method (in case of confirmation of bank transfers or card payments late in the day) or for distribution problems caused especially on dates such as Black Friday.
12. What should I check when I receive my order?
If the Shipping Method is Standard or Express (without home delivery or assembly) as selected at the time of placing the order, when you receive the merchandise you must check:
□ That the number of packages coincides with that indicated on the delivery note.
□ The packaging does not show any signs of deformation or blow.
□ That all items have their corresponding packaging.
If any of these conditions are not met, state it on the delivery note of the carrier and notify us to proceed to solve the incident.
Then you can verify that all the items received fully match what you ordered: article, model, measurements and finishes. If you find any anomaly, you can make a claim by phone or via e-mail to info@topfoams.com , within 48 hours of receiving the order.
If the Shipping Method is Specialized with Home Upload or with Upload and Assembly you must review:
□ That all the items received totally match what you ordered: article, model, measurements and finishes.
□ That the items are in perfect condition and perfectly placed and installed.
If you find any anomaly, you can make a claim by phone or via e-mail to info@topfoams.com , within 48 hours of receiving the order.
If you have any questions, you can contact us.
13. What happens if I receive my order in poor condition?
Upon receipt of the order, you have 48 hours to make a claim for products that may have suffered damage caused by transport. To do this, please contact us by phone or through our email info@topfoams.com.
Remember that if the damage is due to a manufacturing defect, the product has a legal warranty of 3 years.
14. How can I claim other issues of my order?
By telephone through the numbers that appear on the web or through email (also from the web) or to the info@topfoams.com.
15. Do you upload the order to my home?
Yes, but only in the case that the Shipping Method is Delivery Specialized Shipping with Home Upload or Specialized Shipping with Upload and Assembly.
Also available for delivery by Own Means.
16. If my order cannot be climbed by the staircase or elevator of my farm or house, who is responsible for the expenses?
You must make sure that your order will fit well by the stairs of your building or elevator and also inside your home, since the Delivery and Delivery Service will NOT make deliveries by facades, patios, or any other place other than the access of the farm itself. Similarly, inside your home will not be climbed through windows, patios, or any place that involves any type of risk or the use of pulleys or similar mechanisms.
In this way, the customer must check that the items can be installed in the indicated place, since otherwise the carriers will deliver the goods on the ground floor of their block or address, but they will not upload or assemble it.
If for this reason any type of expense is caused, it will be assumed by the client.
17. What happens if the order cannot be delivered?
Two attempts will be made at the indicated shipping address. If after these two attempts the delivery is not possible, we will contact you to find a solution. If after 10 days we are unable to contact you, we will understand that you wish to withdraw from the contract and we will consider it terminated.
We will refund the price paid as soon as possible setting a maximum period of 30 days to make it. In this case we can deduct from the return the expenses caused by the transport and by the termination of the contract.
18. Can I return a product? Right of withdrawal
According to Royal Legislative Decree 1/2007, of November 16, which approves the revised text of the General Law for the Defense of Consumers and Users and other complementary laws, the customer has the right to withdraw from the purchase without giving any reason within 14 days of taking physical possession of the property.
TopFoams will refund any payment received from the consumer within a maximum period of 14 calendar days from receipt of the goods (by the same means by which the customer had paid for it), except for shipping costs for the return of the product, which will be borne by the customer: for information on amounts consult our General Conditions.
There will be no right of withdrawal in the following cases:
□ Articles of special measures manufactured expressly and/or articles of exact measures.
□ Items manufactured expressly following customer specifications.
□ Pillows.
19. What happens to mattresses that are returned?
They are donated to associations and NGOs.
20. What warranty do the products have?
All TopFoams products are guaranteed against any manufacturing defect. The warranty period is 3 years (no article manifests manufacturing defects after that period) according to the provisions of current legislation ( Royal Legislative Decree 1/2007, of November 16 , which approves the revised text of the General Law for the Defense of Consumers and Users and other complementary laws).
In case of manufacturing defects, TopFoams will change the product for another provided that the claim is documented to info@topfoams.com or any other means valid in law, attaching photos or videos of the aforementioned defects. In this case the client will not assume any expenses.
The user declares to know that all the products sold in TopFoams are intended for domestic use. The guarantees offered by TopFoams with respect to its articles are conditioned to its exclusively domestic use. TopFoams is not responsible in any case for possible claims arising from a use other than that for which the article is designed.
For more information, consult the General Conditions.
21. What is not covered by the warranty?
The following cases are not considered lack of conformity of the products and, therefore, exempt from warranty:
□ Normal wear and tear caused by normal use of the product.
□ Stains due to liquids and body fluids, breakage of fabrics and / or handles, etc.
□ The obsolescence produced by the appearance of new materials, models and systems in the market.
□ The greater sinking or settlement of internal layers in the bed of a sleeper with greater weight than the other (in case of mattresses in which two people sleep) if the mattress has not been turned sporadically following the recommendations for use.
□ Defects due to improper use, poor storage, dirt, use of force, damage by water or fire, excessive loads, moisture or stains on the mattress, use of chemicals, or repairs made by third parties.
□ The frisado (pilling) of fabrics or upholstery, being a phenomenon inherent to fabrics and merely aesthetic, which does not affect the performance of the article.
□ The odors of the mattress during the first days of use after receiving it new, since it is something inherent to the composition of the same and will disappear within a few days with proper ventilation, not being harmful.
□ Normal settlement of the inner layers of the mattress corresponding to 20% of the total height of the mattress according to standard UNE-EN 1334:1996. It is a normal phenomenon, a sign of adaptation of the mattress; This settlement does not modify in any way the qualities of comfort and solidity and durability and therefore does not give the right to repair or compensation for it.
□ Damage or breakage in foams and / or significant damage to the springs in a mattress by having bent it once unpacked.
□ Color changes of foams. Normal phenomenon that does not modify the quality of comfort, material or solidity of the whole.
□ Appearance of mold on mattresses, due to weather conditions, humidity, insufficient ventilation of the room, type of base used (hermetic and / or varnished), as well as users with high sweating.
□ Loss of firmness of a mattress of up to 20% of the initial values. In these cases no returns will be accepted.
□ Damage to the core of latex mattresses due to having been positioned on upholstered bases, canapés with smooth lid, or any other surface that does not allow perspiration. Nor can mattress protectors be used to prevent proper ventilation.
□ Moisture stains on viscoelastic mattresses positioned on supports other than a smooth lid or multisheets, such as bathtubs, tatamis, or any other that prevents proper aeration.
□ Any incident caused by mattresses positioned on spring bed frames.
□ Damage caused by jumping or standing on the mattress.
□ Damage or deformations produced in the mattress by a deformed base in poor condition.
□ Deterioration derived from improper use, caused by accident or by not observing the recommendations for use and maintenance of the product, as well as those derived from transport or storage on behalf of the customer.
□ Damage to an articulated bed frame when sitting, jumping or pressing on a plane of the bed base when it is articulated (it is not prepared for this use; the same in the lid of a folding bed when it is in the open position.
□ Minimal "noises" of rubbing in articulated bed frames or folding canapés lids, which are solvable using silicone-based spray to keep the joints of the systems in optimal condition.
□ Damage to the opening systems of the canapé or to the lid of the same for having lowered the latter without having the mattress located above.
□ Products that present a variation in their measures less than +/- 20mm (tolerance admitted according to European regulations UNE-EN 1334).