Terms of service

1. PRELIMINARY INFORMATION

These Terms and Conditions shall govern the purchase and sale of the products that ARZANO, S.L. (hereinafter, “renatta&go”) sells through the site https://www.renattandgo.com/en/ (hereinafter, the “Website”).

The details of renatta&go are the following:

  • Brand Name: renatta&go
  • Registered Office: C/ Rafael Calvo 9, 28010 Madrid (MADRID)
  • Tax Identification Number (N.I.F.): B80747512
  • Contact details:

EMAIL: help@renattandgo.com

TELEPHONE: +34 917 379 028

 

2. ACCEPTANCE OF THE TERMS AND CONDITIONS AND ACCESS TO THE WEBSITE

By using the services of the Website, the user (hereinafter, the “User” or “Users”) accepts these Terms and Conditions, which define the rights and obligations of renatta&go and the user regarding the contractual relationship derived from the use of the products and services accessible through the Website. These are the only Terms and Conditions applicable to the use of the Website (without prejudice to the fact that specific conditions may exist for certain services) and to the contracting of orders through the Website, and they replace any other conditions.

 

3. OBJECT

This Website has been developed by renatta&go with the purpose of offering Users the purchase of products related to women's clothing and accessories (hereinafter, the “Products”).

At the time of choosing the Products of renatta&go, the User must choose the corresponding model. The object of these general conditions is to regulate the sale of these Products to the Users.

 

4. USER ACCOUNT CREATION AND INFORMATION REQUESTED FROM THE USER

In order to access the products or services offered by renatta&go, Users must register through the Website by creating a user or guest account.

In this regard, the User shall select a username and a password, committing to make a diligent use of them and not to make them available to third parties, as well as to communicate to renatta&go the loss or theft thereof or possible access by an unauthorised third party, so that the latter may proceed to the immediate blocking of their account.

Users must indicate their data in an accurate, truthful, current, and complete manner, as requested in the registration form section for the creation of the account, as well as in the order section of a product/s on the Website.

Among other aspects, the User must indicate in this order form their contact details (first name, surname, delivery address of the Product, telephone, email, method of payment, ID/DNI number, etc.).

 

5. USE OF THE WEBSITE

Users commit to making a lawful, diligent, honest, and correct use of any information or content they have access to through the Website, all under the principles of good faith and respecting at all times the current legality and these Terms and Conditions.

renatta&go reserves the right to cancel the accounts of those Users who are making a misuse of their account, performing fraudulent acts, or acts that harm or may harm renatta&go.

In the event that renatta&go detects any anomaly or there are well-founded reasons to believe that a User is carrying out any fraudulent acts that contravene good faith and these Terms and Conditions, renatta&go reserves the right to cancel the account of said User, including all those Users who have benefited directly or indirectly from this type of actions, and may also exercise all legal actions that may correspond.

In this regard, renatta&go declares that it has put in place appropriate mechanisms to detect any possible fraudulent, anomalous, or malicious activity intended to alter the general conditions of account use by Users.

renatta&go reserves the right not to grant an account when it has reasonable and well-founded grounds to believe that a User has infringed these Terms and Conditions.

 

6. ORDERS AND CONDITIONS OF SALE

renatta&go delivers orders to the entire Spanish peninsular territory, the Balearic Islands, as well as to all countries belonging to the European Union.

In this regard, renatta&go will inform the User of all costs and expenses (transport expenses, customs duties/taxes, etc.) that may be incurred as a result of placing the order, whether at a national or European level, and they will be calculated at the time of saving the basket or quote (given that they are calculated by the weight of the products and the delivery address).

These expenses shall be borne by the User, exempting renatta&go from the payment or reimbursement of any related cost under this concept, except for shipments to stores and home deliveries in mainland Spain with an amount of more than 70 Euros, in which case renatta&go will bear them.

To make a purchase, Users must complete the order form on the Website.

As a general rule, renatta&go will not intentionally put on sale more units than those available, unless it is a pre-sale and has been communicated as such by renatta&go.

However, situations may occur in which a User proceeds to purchase a quantity of items or a specific item that, at that moment, is not physically in the stock of renatta&go and, therefore, cannot be delivered to the User immediately.

In these cases, renatta&go will contact the User, informing them about the unavailability of the requested quantity of the product or products and that, for this reason, the receipt of the items could suffer a delay, specifying the approximate date of delivery and confirming with the User if they wish, in any case, that:

  1. renatta&go proceeds to send the quantity of products that are effectively available in stock and cancels the unavailable part of the order;
  2. the possibility for the User to cancel the order in its entirety; or
  3. the possibility for the User to wait until all the products in their order are available in stock.

Taking the above into account, renatta&go may likewise, and at the request of the User:

  1. Send all products together, starting from the moment when these out-of-stock products are available again;
  2. Proceed with a partial shipment of the products available at that time, and send the rest of the order when the others are available, with express mention regarding the supplementary transport expenses that could derive;
  3. Propose alternative product/s of equivalent quality and price, accepted by the User; or
  4. In the event that the User decides to cancel their order for products unavailable in stock, they will obtain a refund of all sums paid for said products as quickly as possible.

 

7. PRICES AND METHODS OF PAYMENT

Once the products have been selected and saved in their shopping basket, the User must click on the basket, verify that the content of their order is correct, and proceed to the payment of the selected products. In this regard, so that the User can proceed to the payment of their order, and in case they have not done so yet at the time of the purchase form, the User will be invited to identify themselves or sign up through the registration form of the Website as a “User” or as a “guest”.

Taking the above into account, all prices of the Products indicated through the Website are expressed in Euros and include VAT and any other taxes that may correspond.

Regarding the method of payment, the User may pay the amount corresponding to their order through the payment methods accepted on the Website. Specifically, the accepted payment methods are:

  • Bank card: the amount indicated in the order will be applied. Card payment will not be accepted if it exceeds 999 €.
  • Paypal: the amount indicated in the order will be applied. Paypal payment will not be accepted if it exceeds 999 €.
  • Pay Later with Sequra (up to 7 days after shipment).
  • Pay in Instalments: in 3 instalments at no cost, or over 6, 9, 12 or 18 months for just a small monthly fee, with Sequra.

Once the payment has been processed, renatta&go will automatically send an email to the User confirming the details of the purchase made by sending a copy of the acknowledgement of receipt to the email address specified by the User in the registration form of the Website, provided that the email address communicated in the form is correct.

In this regard, renatta&go will not send any order confirmation by postal mail.

Users are guaranteed that the payment process is carried out with absolute security, in accordance with the required security protocols and services.

The User must notify renatta&go of any undue or fraudulent charge on the card used for purchases, by sending an email to the following email address: help@renattandgo.com, as soon as possible so that renatta&go can carry out the appropriate steps in relation to the specific matter.

PAYMENT CONDITIONS WITH SEQURA

  • Pay Later (up to 7 days after shipment):

Receive your order and check it calmly before paying. When your order leaves the store we will notify you and you will have 7 days to check and pay, with no additional costs.

It is that easy, fast, and safe to buy with Pay Later from SeQura:

  1. Select Pay Later as the payment method at checkout.
  2. Enter your details (ID/DNI and mobile). Without entering payment details and at no added cost.
  3. Enjoy your purchase! Check your order and pay for it up to 7 days after shipment. SeQura will notify you by email of the date and method of payment.

If you have any questions, you can find the answers here.

  • Pay in Instalments: in 3 instalments at no cost, or over 6, 9, 12 or 18 months for just a small monthly fee:

Split the payment of your order into 3 equal payments, without any added cost. One payment a month. That’s all. Instantly and without paperwork.

For example, if you choose to pay for a 100 € order over 3 months, you would pay 33,33 € at the time of purchase and 33,33 € in each of the following two months.

Split the payment of your order over 6, 9, 12 or 18 months for just a small fixed monthly fee. Only with your ID/DNI, mobile, and bank card. Instantly and without paperwork. You can complete the payment whenever you want at no additional cost. Payment over 18 months is only available for orders of 390 € or more.

For example, if you choose to pay for a 180 € order over 6 months, you would pay 33 € a month (with a fee of only 3 € a month per instalment).

It is that easy and fast to split your payment with SeQura:

  1. Select Pay in Instalments as the payment method at checkout.
  2. Enter your details (ID/DNI and mobile), choose your payment plan, and pay the first monthly instalment.
  3. Enjoy your purchase! The rest of the payments will be made automatically each month.

7.1. SHIPPING COSTS

Regarding shipping costs, the User must take into account that all amounts specified in this section will be estimated, and this is because, in addition to the delivery address, shipping costs will be influenced depending on the weight of the package, the packaging, or the carrier/mode of transport chosen, as well as the distance of the collection point with respect to the warehouse from where the product is shipped.

The transport rates applied will always be updated at the following link: Frequently Asked Questions.

In this regard, renatta&go will always inform the user of all information relating to any extra cost that could occur in said shipment, as well as in relation to the estimated delivery times.

7.2. INVOICE AND PROOF OF PURCHASE

renatta&go will send the User an order confirmation to the email address provided during the purchase process.

The User may request the invoice corresponding to their order at any time through the contact form or the customer service channels enabled by renatta&go, providing the data necessary for its issuance.

The User has the right to receive the invoice on paper free of charge. Likewise, if the User expressly authorises it, renatta&go may send the invoice in electronic format to the email address indicated by the User.

In case of having authorised the receipt of the electronic invoice, the User may revoke said authorisation and request the paper invoice at any time, free of charge, through the contact form or the customer service channels enabled by renatta&go.

 

8. INFORMATION ABOUT renatta&go PRODUCTS AND SERVICES

The data included on the Website in the descriptions of the Products have a purely informative function.

Therefore, renatta&go declines any responsibility for the appearance of errors in said information, although it commits to taking all measures within its power to correct the aforementioned errors or omissions as quickly as possible after being informed of them.

 

9. DEADLINES, PLACE OF DELIVERY AND LOSSES

9.1. PRODUCT DELIVERY

renatta&go commits to delivering the Product in perfect condition to the address indicated by the User. In order to optimise delivery, the User must indicate an address at which the order can be delivered within normal business hours.

In this regard, and in accordance with the provisions of Article 123 of Royal Legislative Decree 1/2007, of 16 November (hereinafter, “Consumers and Users Act”), in the case of fragile products or products of a similar nature (such as, for example, a glass item or one made of some particularly delicate fabric or accessory), the user must report any damage presented by the product within 24 hours of its receipt at the delivery address specified by the User in the purchase order form. If this communication does not occur within the period indicated above, renatta&go will not be responsible for said damage and the User will not have the right to its return.

On the other hand, renatta&go will not be responsible for errors caused in the delivery of the order when the delivery address entered by the User in the order form is inaccurate, does not correspond to reality, is false, or has been omitted.

Without prejudice to the foregoing, renatta&go commits to adopting those measures within its reach so that the delivery of orders can be carried out in the agreed time, and if not, as soon as possible, to the satisfaction of the recipient.

Finally, please note that home delivery will be attempted only once. That is, in the event that the User is not at their home at the time of delivery of the order, said order will be sent to the delivery point or parcel shop that, according to the criteria of the logistics operator, is most convenient according to the delivery address indicated by the User.

In the event that the logistics operator informs renatta&go of the lack of information necessary for home delivery, or that the information provided by the User is erroneous, renatta&go will contact the User directly through the telephone number or email indicated in the registration form and will request the information that is relevant for the correct shipment and delivery of the order.

9.2. DELIVERY TIME AND AVAILABILITY

renatta&go will inform the User, during the purchase process, of the estimated delivery time of the order. Unless a different period is expressly indicated or the parties agree on another delivery date, the order will be delivered without undue delay and, in any case, within a maximum period of 30 calendar days from the conclusion of the contract.

The delivery times indicated on the Website may be affected by logistical or operational circumstances or by periods of high demand. In the event of any incident that may affect the delivery of the order, renatta&go will inform the User as soon as possible.

If renatta&go cannot comply with the applicable delivery period, the User may require delivery within an additional period appropriate to the circumstances. If renatta&go does not deliver the order within said additional period, the User will have the right to terminate the contract and receive a refund of the amounts paid.

The User may terminate the contract immediately when renatta&go refuses to deliver the order or when, given the circumstances of the contracting, it is essential that delivery be made on a specific date.

In case of lack of availability of the purchased product, renatta&go will inform the User as quickly as possible and will offer, when possible, an alternative of similar characteristics or, failing that, a full refund of the amounts paid, without undue delays and in accordance with applicable regulations.

9.3. DILIGENCE IN DELIVERY

The User must check that the package is in good condition in the presence of the carrier delivering the requested Product.

If the User detects any anomaly in the Product, they must indicate it on the delivery note and in turn communicate it to renatta&go by means of an email to the following email address: help@renattandgo.com

 

10. CHANGES, RETURNS AND RIGHT OF WITHDRAWAL

10.1. RETURNS DUE TO MANUFACTURING DEFECTS - FLAWS

All products offered through the Website will be completely original, unless otherwise indicated in their description. Likewise, all of them will have a guarantee period of 3 years from the receipt of the product, in accordance with the criteria and conditions described in the Consumers and Users Act, which approves the revised text of the General Law for the Defence of Consumers and Users and other complementary laws that are applicable. Said guarantee will be provided by the supplier of the product.

In this regard, during the guarantee period, renatta&go will assume the expenses that may be incurred as a result of collecting the product subject to return (such as, for example, expenses relating to transport).

Taking the above into account, it will be understood, unless proven otherwise, that the products conform to the contract provided they meet all the requirements expressed below:

They conform to the description made by renatta&go and possess the qualities of the product that renatta&go has presented to the user;

they are fit for the uses to which products of the same type are ordinarily destined; and

they present the usual quality and performance of a product of the same type that the User can reasonably expect, given the nature of the product.

The clients of renatta&go benefit from the guarantee given by the different manufacturers of each of the items. Defects or damage due to incorrect use or handling of the material or wear produced by the use thereof are not included in this guarantee. Reductions in the functionality of the items, due to design limitations thereof, are also excluded from the coverage of this guarantee.

For this reason, the User must send images to renatta&go demonstrating the manufacturing fault or defect in the Product to the email address help@renattandgo.com, and renatta&go will proceed in these cases to manage the collection, free of charge, and to send a Product of the same model and size (if currently available in stock), provided that the User agrees to proceed in this way. In the event that the User does not want to receive another product of equal characteristics or if said product is not in stock, renatta&go will proceed to refund the amount of the purchase to the User.

During the guarantee period, the User may return to renatta&go, free of charge, any product they have purchased but wish to be refunded for.

10.2. RETURN

For those cases in which the User is simply not satisfied with the requested order, and provided that the order was purchased online, the User may request a refund of the amount paid for the product subject to return, in accordance with the conditions and the procedure established in the following section.

For cases in which the User has purchased the product in physical stores, in department store corners, or on other marketplaces, the return policy will be the one governing each of those establishments. Furthermore, in cases where renatta&go allows the exchange of a product purchased on the website for another product acquired in a physical store, the return policy will be governed by that of the store.

10.3. USER'S RIGHT OF WITHDRAWAL

The User will have an extended period of thirty (30) calendar days to exercise their right of withdrawal, counted from the date on which the User, or a third party indicated by them other than the carrier, acquires physical possession of the product. renatta&go thus voluntarily extends the legal period of fourteen (14) calendar days, without any need for the User to justify their decision and without any penalty.

To comply with the requirements introduced by Directive (EU) 2023/2673, renatta&go has enabled a specific function on its website to exercise the right of withdrawal online. Through this function, the User will be able to identify the order and the affected product or products, confirm their decision to withdraw, and receive an acknowledgement of receipt of their request by email. The User may also exercise the right of withdrawal in stores that accept returns of online orders, or complete and send the withdrawal form located at the end of these Terms and Conditions to the email address help@renattandgo.com. Likewise, they may make any other unequivocal statement communicating their decision to withdraw, identifying the order and the affected product or products.

Once this communication is received, the customer service team of renatta&go will notify the User of their request number and the way to proceed to make the return of the product.

Each product must be returned, whenever possible, with its original labels, packaging, and, where applicable, documentation and accessory elements. The User shall only be liable for any diminished value of the product resulting from handling other than what is necessary to establish its nature, characteristics, and functioning.

renatta&go will proceed to refund the amounts paid by the User corresponding to the product subject to withdrawal and, when applicable, the costs of the least expensive type of standard delivery offered, as quickly as possible and, in any case, within fourteen (14) calendar days from the date on which it was informed of the decision to withdraw. However, renatta&go may withhold the refund until it has received the product back or until the User presents proof of its return, whichever condition is met first. The refund will be made using the same means of payment used for the purchase, unless the User expressly accepts another means.

In accordance with Article 108.1 of the Consumers and Users Act, the User must return the product or products to renatta&go without any undue delay and, in any case, at the latest within fourteen (14) calendar days from the date on which they communicate their decision to withdraw. The User must bear the direct costs corresponding to the return or collection of the order, unless renatta&go has expressly accepted to bear those costs.

The right of withdrawal will not be applicable to products made to the User's specifications or clearly personalised, such as any item with a specific name, logo, or number, or made according to specific measurements. Nor will it be applicable to sealed products that are not suitable for return due to health protection or hygiene reasons if they have been unsealed after delivery, such as, for example, underwear, tights, or swimwear, in accordance with points c) and e) of Article 103 of the Consumers and Users Act.

11. LIABILITY AND GUARANTEES

renatta&go grants no guarantee nor is it responsible, in any case, for damages of any nature that could derive from access to or use of the contents or the Website. Among others, and by way of example and not limitation, renatta&go is not responsible for the following circumstances:

  1. For the loss, damage, retention, or delay in the delivery of the order due to fortuitous events, force majeure, or acts attributable to the User;
  2. For the delay or retention of the order due to causes attributable to the User, such as, for example, in case they have not completed their exact and complete details in the registration and account creation form enabled on the Website of renatta&go;
  3. For the lack of availability, maintenance, and effective functioning of the Website and/or its services or contents, excluding, to the maximum extent permitted by current legislation, any liability for damages of all nature that may be due to the lack of availability or continuity of the functioning of the Website, such as, for example, errors or delays in accessing the Website by the User when entering their data in the order form, the slowness or impossibility of receipt by the recipients of the order confirmation, or any anomaly that may arise and that is independent of the good faith of renatta&go;
  4. For the lack of utility of the Website or the contents for any service;
  5. For the content of other websites to which links or connections inserted on the Website of renatta&go may direct;
  6. For the existence of viruses, malicious, or harmful programs on the Website; and
  7. For the unlawful, negligent, fraudulent use, contrary to these Terms and Conditions or good faith, of the Website or its contents, by Users, including any infringement of the intellectual and/or industrial property rights of renatta&go or third parties.

In any case, renatta&go commits to solving the problems that may arise and to offering all necessary support to the User to reach a quick and satisfactory solution to the incident.

renatta&go reserves the right to cancel an order in the event that it might be suspected that, with the purchase of a product or products, the intention of the User is to resell them (such as, for example, in those cases in which the User constantly returns all the orders they buy or in case they return more than half of each of their orders).

Finally, in the event that the User is aware of an infringement of third-party rights in matters of intellectual or industrial property with respect to some of the products made available to them for purchase, the User may notify or communicate it to renatta&go through the email address help@renattandgo.com so that renatta&go can take the relevant legal and bureaucratic measures to cease said infringement.

 

12. INTELLECTUAL PROPERTY

All rights over the content, design, and source code of this Website and, especially, by way of example but not limitation, all rights over photographs, images, texts, logos, designs, brands, trade names, data included on the Website, and any other intellectual and industrial property rights are owned by renatta&go, or by third parties who have expressly authorised renatta&go to use them on its Website.

Therefore, and by virtue of the provisions of Royal Legislative Decree 1/1996, of 12 April, which approves the revised text of the Intellectual Property Law, regularising, clarifying, and harmonising the current legal provisions on the matter, as well as in Law 17/2001, of 7 December, on Trademarks and complementary legislation on intellectual and industrial property, the reproduction, transmission, adaptation, translation, distribution, public communication, including its method of making available, of all or part of the contents of the Website, in any medium and by any technical means, is expressly prohibited without express authorisation granted in writing by renatta&go.

renatta&go does not grant any licence or authorisation of use of any kind over its intellectual and industrial property rights or over any other property or right related to the Website, and in no case shall it be understood that access and browsing by Users implies a waiver, transmission, licence, or total or partial assignment of said rights by renatta&go.

Any use of those contents not previously authorised by renatta&go will be considered a serious breach of intellectual or industrial property rights and will give rise to legally established responsibilities.

 

13. PROTECTION OF PERSONAL DATA

renatta&go commits to treating the personal data of its Users in accordance with the provisions of Regulation (EU) 2016/679 of the European Parliament and of the Council of 27 April 2016, on the protection of natural persons with regard to the processing of personal data and on the free movement of such data (GDPR) and Organic Law 3/2018, of 5 December, on the Protection of Personal Data and guarantee of digital rights (LOPDGDD).

In this regard, Users are informed that, in matters of privacy and protection of their personal data, they can exercise the following rights:

  1. Access their personal data;
  2. request the rectification of any inaccurate data;
  3. request the erasure of their data;
  4. request that the processing of their data be restricted;
  5. object to the processing of their data;
  6. exercise their right to be forgotten; and
  7. request the portability of their data. Likewise, Users shall have the right not to be subject to decisions based solely on automated data processing.

The User can exercise all these rights at the following email address: dataprotection@renattandgo.com, indicating the reason for their request and providing a copy of their ID/D.N.I.

Notwithstanding the foregoing, full details of the processing of personal data carried out by renatta&go can be found in the privacy policy at the following link: https://www.renattandgo.com/en/policies/privacy-policy

 

14. MODIFICATIONS

The information appearing on this Website is current as of the date of its last update. renatta&go reserves the right to update, modify, or delete information from this Website, as well as these Terms and Conditions, the privacy policy, or any other information.

The entry into force of modifications to the terms and conditions will occur from the moment of their publication on this Website.

 

15. NULLITY AND EFFECTIVENESS OF THE CLAUSES

If any clause included in these Terms and Conditions is declared, totally or partially, null or ineffective, such nullity or ineffectiveness will only affect said provision or the part thereof that is null or ineffective, with the remaining clauses subsisting, and such clause, or the part thereof that was affected, shall be deemed as not written.

 

16. RIGHT OF EXCLUSION

renatta&go reserves the right to deny or withdraw access to the portal and/or the services offered without prior notice, at its own request or that of a third party, to those Users who breach these Terms and Conditions.

 

17. APPLICABLE LAW AND JURISDICTION

These Terms and Conditions are subject to Spanish legislation. The parties, in accordance with Royal Legislative Decree 1/2007, of 16 November, which approves the revised text of the General Law for the Defence of Consumers and Users and other complementary laws, submit to the Courts and Tribunals of the User's place of residence.

On the other hand, we inform the User that they can access the online dispute resolution platform of the European Union by following this link: https://ec.europa.eu/consumers/odr/main/?event=main.home2.show.

HOW TO USE THE WITHDRAWAL FORM

If you wish to withdraw from this contract, you must indicate your reasons and return the Product to us within a period of 30 calendar days from the receipt of your order. In the event of sending the Product outside the established period, renatta&go reserves the right to reject the package. Below, we indicate how to exercise your right of withdrawal:

  1. Indicate your intention to return the Product to us through the form you will find on the following page. The form must be correctly completed and must be sent to the following address:

ARZANO, S.L.

C/ Rafael Calvo 9, 28010 Madrid (MADRID)

Email: help@renattandgo.com

  1. Upon receipt of the withdrawal form that you have sent to the aforementioned address, we will send the necessary information to the email address you provide so that you can return the purchased Product to us.
  2. Once you have received these documents, the COMPANY's customer service team will contact you with your case number and instructions on how to make the return.
  3. Once we have received your package in our warehouses or stores, your refund will be processed and confirmed by means of an email that will include all the information relating to the transaction.


For more information, we recommend that you consult the Terms and Conditions on our website, where the general conditions of sale of our Products are detailed.


ANNEX 1

WITHDRAWAL FORM

For the attention of the renatta&go customer service department, C/ Rafael Calvo 9, 28010 Madrid (MADRID)

E-mail: help@renattandgo.com

I hereby give notice that I withdraw from my contract of sale of the following Product:

[Provide a brief description of the Product]

-Ordered on/received on: [indicate date of contracting/date of receipt of the order/date of store collection]

-Name of the User:

-Address of the User:

Signature of the User (only if this form is submitted on paper):

Date

 

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