LEGAL WARRANTY, DEFECTIVE PRODUCTS, COMPLAINTS AND CUSTOMER SERVICE

1. Purpose

This document governs the statutory legal warranty, lack of conformity, transport-related incidents, defective products, errors attributable to the Company, and the customer service and complaints handling procedures of Plaça 18 and Textilmallorca.

This document applies without prejudice to the Withdrawal, Returns and Exchanges Policy. The statutory right of withdrawal allows consumers to return certain distance purchases without giving any reason, whereas the legal warranty applies where the product or service does not conform to the contract.

2. Statutory Legal Warranty for Consumers

Where the customer qualifies as a consumer, the Company shall be liable for any lack of conformity that exists at the time of delivery and becomes apparent within the statutory limitation period. For consumer goods, this period is three years from the date of delivery. During the first two years, unless proven otherwise or unless incompatible with the nature of the goods or the defect, any lack of conformity shall be presumed to have existed at the time of delivery.

Any legal action arising from warranty rights shall become time-barred five years after the lack of conformity becomes apparent. The Company may not reduce these statutory periods through commercial conditions, notices, quotations or individual communications.

3. What Constitutes a Lack of Conformity

· A product that is damaged, defective, deteriorated or does not match the agreed contractual specifications.

· Delivery of a model, size, colour, quantity or reference different from that confirmed in the order.

· Printing, embroidery, positioning, text or logo errors attributable to the Company in comparison with the approved artwork.

· A product that is not fit for its ordinary purpose or for the specific purpose communicated by the customer and accepted by the Company before the contract was concluded.

· Failure to provide essential information contained in the product description, quotation, order or order confirmation.

· Loss of or damage to the product occurring during transport before the consumer takes physical possession of the goods.

4. What Does Not Constitute a Lack of Conformity Attributable to the Company

· Errors in spelling, proportions, positioning, colours or content appearing in artwork or files approved by the customer and faithfully reproduced by the Company.

· Quality defects resulting from low-resolution, non-vector, incomplete or technically unsuitable files where the customer has been informed accordingly or where the defect arises from materials supplied by the customer.

· Damage caused by improper use or by washing, drying, ironing or maintenance contrary to the care instructions provided or stated on the garment label.

· Normal wear and tear, handling by third parties, unauthorised alterations or damage caused by the customer.

· Minor variations in colour, texture or design placement that remain within the technical tolerances previously communicated and accepted, provided that they do not prevent the normal use of the product or constitute a substantial deviation from the contract.

5. Consumer Rights in the Event of a Lack of Conformity

In the event of a lack of conformity, the consumer may, by means of a simple declaration, require the goods to be brought into conformity, request a proportionate reduction in the purchase price or terminate the contract, as provided by applicable law. As a general rule, the consumer may choose between repair and replacement in order to bring the goods into conformity, unless one of those remedies is impossible or disproportionate.

· Repair, replacement, reprinting or remanufacturing shall be provided free of charge to the consumer, including all necessary transport, materials and labour costs.

· Any corrective measures shall be carried out within a reasonable period and without causing significant inconvenience to the consumer.

· Where repair or replacement is impossible, disproportionate, not completed within a reasonable period or where the lack of conformity is of a serious nature, the consumer may be entitled to an appropriate price reduction or to terminate the contract.

· Where the contract is terminated due to a lack of conformity, the Company shall bear the cost of returning the defective products.

6. Procedure for Reporting a Defect or Incident

1. Contact the Company, providing the order number, invoice or receipt number, contact details and a description of the incident.

2. Whenever possible, provide clear photographs or videos of the product, its packaging, the label and the defect.

3. Keep both the product and its packaging until the Company advises the appropriate inspection, collection or return procedure.

4. The Company shall acknowledge receipt of the complaint and provide a reference or tracking number.

5. The Company shall assess the reported incident and inform the customer of the proposed solution, which may include repair, replacement, new production, partial replacement, a price reduction, a refund or any other legally appropriate remedy.

Customers are encouraged to report any incident as soon as possible after detecting the defect, particularly where transport or packaging is involved. This recommendation does not limit or reduce the consumer's statutory warranty rights.

7. Transport-Related Incidents

In consumer sales, the Company shall bear the risk of loss of or damage to the goods until the consumer, or a third party designated by the consumer other than the carrier, takes physical possession of them. If an order is lost or damaged during transport before delivery to the consumer, the Company shall arrange, as appropriate, for replacement, repair, re-manufacture or reimbursement.

To facilitate any claim against the carrier, customers are requested to report any visible damage to the packaging within 24 to 48 hours of receipt and to provide supporting photographs. This requirement is solely operational in nature and does not constitute a waiver or limitation of the consumer's statutory legal warranty rights.

8. Specific Rules for Personalised Products

Personalised products are exempt from the statutory right of withdrawal where they have been manufactured according to the customer's specifications or are clearly tailored to the customer's individual requirements. However, they remain fully covered by the statutory legal warranty where they are defective or fail to conform to the contract.

The Company shall be liable where the final result does not correspond to the approved artwork, the quotation or the agreed specifications, provided that the error is attributable to the Company.

Where the defect results from an incorrect or low-quality file, inaccurate instructions provided by the customer or artwork approved by the customer in which the error was clearly visible, the Company shall not be obliged to provide a free replacement, without prejudice to its right to offer an appropriate commercial solution.

9. Business Customers, Companies and Organisations

Where the customer acts in the course of a business or professional activity, the statutory consumer warranty regime shall not apply.

In commercial sales transactions, the business customer shall examine the goods upon delivery. Any claims relating to defects in quantity or quality affecting packaged goods must be notified within the applicable commercial time limits. Hidden defects shall be reported within the applicable statutory period or within any expressly agreed contractual period, provided that such period is legally valid.

Commercial terms may establish operational inspection periods — for example, seven days — for handling claims between businesses. Such periods shall not apply to consumers and may not exclude any mandatory legal liabilities.

10. Customer Service, Complaints and Official Complaint Forms

· Customers may submit complaints in writing. The Company shall provide a reference number or other identifying reference for each complaint received.

· Where the Company operates an establishment in the Balearic Islands or supplies goods or services to consumers in that territory, it shall keep the official consumer complaint forms required by applicable law and make them available to consumers, providing appropriate information about their availability.

· The Company may participate in the Consumer Arbitration System or in other recognised alternative dispute resolution (ADR) mechanisms. If it is not a participant, this shall be clearly stated whenever legally required.

11. Invoices, Receipts and Documentation

The customer shall receive a receipt, a simplified invoice or a full invoice, as applicable.

Consumers are entitled to receive a paper invoice free of charge. Electronic invoices may only be issued with the consumer's prior express consent.

For the purpose of processing a warranty claim, the Company may request proof of purchase, the order number or an equivalent document, without prejudice to the consumer's right to prove the purchase by any other means of evidence recognised by law.

12. Governing Law and Dispute Resolution

In contracts concluded with consumers, jurisdiction shall lie with the courts determined by the applicable consumer protection and procedural legislation. The courts of Palma shall not be imposed where the law provides otherwise.

In contracts concluded with businesses or professionals, the parties expressly submit to the jurisdiction of the Courts of Palma (Balearic Islands, Spain), unless otherwise required by mandatory law or expressly agreed in writing.

13. Main Legal References