Questions? Cal: +31 (0) 85 06 05 369

Free shipping on orders above €20!

Orders before 17:00 are shipped today

General Terms and Conditions

Terms and Conditions of Sale

Brand / Trade name: Graviola Shop
Seller (legal entity): Vaz Global S.L.
Website: https://graviolashop.com

1. Definitions

  • Seller / We / Us / Our: Vaz Global S.L., a Spanish limited liability company (Sociedad Limitada, “S.L.”), operating under the trade name “Graviola Shop”.
  • Website: Any of our domains and localized websites (including .com, .nl, .de, .fr, .pl, .co.uk, .es, .it) that link to these Terms.
  • Buyer / You / Your: Any person or legal entity purchasing Products via our Website.
  • Consumer: An individual acting mainly for purposes outside their trade, business, craft, or profession.
  • Business Customer: Any person or entity acting within a commercial, business, craft, or professional capacity.
  • Products: Dried tea leaves and related items offered for sale on the Website.
  • Sealed Product: A Product supplied in closed and sealed packaging (including vacuum-sealed packaging) designed to protect freshness, health, hygiene, and product integrity.
  • Order: Your purchase request submitted via checkout on the Website.
  • Working Day: Monday to Friday, excluding public holidays in Spain and the Netherlands.

2. Company Information and Contact

  • Legal company name: Vaz Global S.L.
  • NIF (Spanish tax ID): B21770789
  • EU VAT ID: ESB21770789
  • Registered office (domicilio social): Calle de Fuencarral 147, 5 derecha, 28010 Madrid, Spain
  • Business / correspondence address: Paseo de Recoletos 5, 28004 Madrid, Spain
  • Mercantile Registry (Registro Mercantil): Inscription data: Entrada 1/2025/67847, Asiento 10/2025/8247, Sección GNE, Hoja 851271
  • Email: [email protected]
  • Phone: +31 85 060 5369
  • Customer service hours: Monday to Friday, 09:00 to 17:00 (CET/CEST)

3. Scope and Acceptance

  1. These Terms apply to all offers, Orders, and agreements made via the Website.
  2. Orders can only be placed through the Website checkout. We do not accept Orders via WhatsApp or email.
  3. By placing an Order, you confirm you have read and accepted these Terms.
  4. If you are a Consumer, nothing in these Terms limits your mandatory rights under applicable consumer protection law.
  5. If you are a Business Customer and you submit your own terms, our Terms apply unless we expressly agree otherwise in writing.

4. Products, Information, and Use

  1. Product descriptions
    • The main characteristics of each Product are shown on the relevant product page(s).
    • Product images are for illustration. Packaging, labeling, and appearance may vary by batch or supplier and may change to meet regulatory requirements.
  2. Origin, batches, and packaging
    • Our Products are dried tea leaves imported from origins that may include Suriname or Indonesia, depending on batch and availability.
    • Products may be shipped in sealed packaging (including vacuum-sealed packaging) to protect freshness and hygiene.
    • Batch or lot information and expiry or best-before information is provided on packaging where applicable.
  3. No medical advice, not a medicine
    • Information on our Website is provided for general information purposes only and is not medical advice.
    • Our Products are not intended to diagnose, treat, cure, or prevent any disease and should not be used as medicine.
    • If you have a medical condition, take medication, are pregnant, breastfeeding, or have health concerns, consult a qualified healthcare professional before use.
  4. Storage and quality
    • Please follow storage instructions on the packaging to protect freshness and quality.

5. Ordering Process and Contract Formation

  1. Steps to place an Order
    • You select Products, add them to cart, enter delivery and billing details, choose shipping, choose a payment method, review the Order, and confirm payment (or confirm bank transfer where offered at checkout).
  2. Order acknowledgement
    • After you place an Order, we send an email acknowledging receipt. This acknowledgement does not mean your Order has been accepted.
  3. When the contract is formed
    • The contract is formed when we accept the Order, typically when we confirm processing or dispatch.
  4. Refusing or cancelling an Order
    • We may refuse or cancel an Order for legitimate reasons (including payment issues, suspected fraud, stock unavailability, pricing errors, shipping restrictions, or operational issues).
    • If we cancel after payment, we will refund the amounts paid for that Order.
  5. Correcting errors
    • You can review and correct your details during checkout before placing the Order.
    • If you notice an error after ordering, contact us as soon as possible. We will try to help where feasible, but changes are not guaranteed once processing begins.
  6. Contract storage
    • We store Order records in our systems. You can request a copy by emailing us.

6. Languages and Version Control

  1. We operate multiple country domains and may provide localized versions of these Terms.
  2. The version of these Terms presented to you during checkout (on the domain and in the language used for your purchase) applies to your Order.
  3. If you are a Consumer, mandatory consumer protections apply regardless of translation differences.

7. Prices, VAT, and Taxes

  1. Displayed prices
    • Prices are shown in the currency displayed on your local domain and at checkout.
    • The total price, including any delivery charges and applicable taxes, is shown at checkout before you place your Order.
  2. VAT and import taxes
    • For deliveries within the European Union, VAT is charged according to EU VAT rules and shown at checkout where applicable.
    • For deliveries outside the EU (including the United Kingdom and Switzerland), your Order may be subject to import VAT, duties, customs fees, or handling charges in the destination country, unless these charges are clearly included at checkout.
  3. Pricing errors
    • We reserve the right to correct obvious pricing or content errors. If an error affects your Order and you do not wish to proceed at the corrected price, you may cancel the Order for a full refund.

8. Payment

  1. Payment methods
    • We accept payment via Mollie (available methods depend on your country) and manual bank transfer where offered at checkout.
    • Payment must be received before dispatch unless explicitly stated otherwise at checkout.
  2. Bank transfer
    • If bank transfer is selected, dispatch may be delayed until funds are received.
    • If payment is not received within a reasonable time (typically 5 Working Days), we may cancel the Order and refund any amounts received for that Order.
  3. No subscriptions
    • We do not offer subscriptions or recurring orders through the Website.

9. Shipping and Delivery

  1. Shipping origin and carrier
    • Orders are typically dispatched from the Netherlands.
    • We normally use PostNL and may use partner carriers depending on destination and service availability.
    • For operational reasons, we do not publish our dispatch location address. This does not affect your statutory rights or your ability to return items to the return address stated in these Terms.
  2. Delivery time estimates
    • Any delivery times shown on the Website, at checkout, or in emails are estimates and are not guarantees. Delays can occur due to carrier performance, customs procedures, peak periods, weather, or events beyond reasonable control.
  3. Consumer delivery timeframe
    • For Consumers, we will deliver without undue delay and, unless a specific delivery date is agreed at checkout, no later than 30 days after the contract is formed.
    • If we fail to deliver within the agreed timeframe, you may be entitled to request delivery within an additional appropriate period and, in certain cases, cancel the contract and receive a refund, in accordance with applicable law.
  4. Shipping fees
    • Shipping fees (if any) are shown at checkout.
    • If there is any difference between a shipping information page and the amounts shown at checkout, the amounts shown at checkout apply to your Order.
    • For the current overview, see: https://graviolashop.com/shipping-information/
  5. Delivery address and failed delivery
    • You are responsible for providing a complete and correct delivery address and any required delivery details.
    • If delivery fails because of an incorrect address, refusal, or failure to collect from a pickup point, we may charge additional costs for re-delivery or deduct such costs from any refund, to the extent permitted by law.

10. Transfer of Risk and Ownership

  1. Consumers
    • Risk of loss or damage passes to you when you, or a person you appoint (other than the carrier), acquires physical possession of the goods.
  2. Business Customers
    • Unless mandatory law provides otherwise, risk passes to the Business Customer upon dispatch.
  3. Retention of title
    • Ownership of the goods transfers only after we have received full payment for the Order, subject to mandatory consumer rules in your country.

11. Right of Withdrawal (Consumers Only)

If you are a Consumer, you generally have a legal right to withdraw from a distance purchase within 14 calendar days without giving any reason, subject to statutory exceptions. For our Products, an important exception applies to Sealed Products once unsealed after delivery. See Section 12.

  1. Withdrawal period
    • The withdrawal period expires 14 calendar days from the day you, or someone you appoint, acquires physical possession of the goods.
    • If your Order contains multiple items delivered separately, the period expires 14 calendar days from the day you acquire physical possession of the last item.
  2. How to withdraw
    • To withdraw, you must inform us of your decision by a clear statement before the withdrawal deadline, for example by email to [email protected].
    • You may use the model withdrawal form in Annex 1, but it is not required.
  3. Return deadline
    • You must send back the goods without undue delay and in any event no later than 14 calendar days from the day you informed us of withdrawal.
  4. Return address
    • Returns must be sent to:
    • Graviola Shop

      Torenhof 1

      1261GZ Blaricum

      The Netherlands
    • Please do not send returns to our Madrid addresses.
  5. Return shipping costs
    • You bear the direct cost of returning the goods, unless we expressly agree otherwise.
    • For returns sent from outside the EU (including the United Kingdom and Switzerland), you are responsible for any return shipping costs and any customs related charges for the return shipment.
  6. Refunds and timing
    • If you withdraw, we will reimburse the payments received for the returned goods (subject to Section 12 where the withdrawal right does not apply).
    • If you withdraw from the entire Order and outbound standard delivery was charged, we will also reimburse the cost of the cheapest standard outbound delivery option we offered for that Order. We do not reimburse additional costs for premium delivery options.
    • If you withdraw from only part of an Order, outbound delivery charges are reimbursed only to the extent required by applicable law. If the delivery charge would have been lower without the returned items, we will reimburse the difference.
    • We will make the refund within 14 calendar days from the day we are informed of your decision to withdraw. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is earlier.
    • Refunds will be made using the same means of payment you used, unless you expressly agree otherwise.

12. Withdrawal Exception for Sealed Products (Health Protection and Hygiene)

  1. Our tea leaves are food products and are typically supplied as Sealed Products (including vacuum-sealed packaging) to protect freshness, health protection, and hygiene.
  2. For Sealed Products, the statutory right of withdrawal does not apply if the seal has been broken or the Product has been unsealed after delivery and the goods are not suitable for return for health protection or hygiene reasons once unsealed.
  3. What this means in practice
    • If the vacuum seal (or any other seal) is broken after delivery, we will refuse the return under the right of withdrawal for that item.
    • If the Product is returned with the seal intact and the packaging is in resellable condition, the right of withdrawal applies (subject to Section 11).
    • If you return an unsealed Product, we may reject it and (where feasible and permitted) return it to you at your cost. If return is not feasible due to hygiene, carrier, or legal restrictions, we may be unable to send it back.
    • If your Order includes multiple items, you can still withdraw from items that remain sealed, even if you unsealed other items (as long as the withdrawal right otherwise applies).
  4. This exception does not affect your rights if the Product is defective, non-conforming, damaged in transit, or incorrectly delivered (see Sections 13 and 14).

13. Defective, Damaged, or Incorrect Deliveries

  1. If you receive an incorrect Product, missing items, or a Product damaged in transit, contact us promptly at [email protected] with your Order number and photos where possible.
  2. We will assess and, where applicable, provide a remedy in accordance with mandatory law (for example replacement, refund, or another lawful remedy depending on the circumstances).

14. Legal Guarantee for Consumers (Conformity)

  1. Mandatory legal rights
    • Consumers benefit from mandatory legal rights regarding conformity of goods. These rights apply regardless of anything stated in these Terms.
  2. Spain aligned guarantee and presumption periods
    • For Consumer purchases under Spanish consumer law, the legal guarantee period for consumer goods is generally three years from delivery.
    • For the first two years from delivery, there is generally a legal presumption that a lack of conformity already existed at delivery unless proven otherwise.
    • If mandatory rules in your country of residence provide additional protection, those rules also apply.
  3. How conformity may be assessed for dried tea Products
    • Assessment may consider batch or lot information, expiry or best-before dates, packaging integrity (including the vacuum seal), and storage conditions.
  4. How to request a remedy
    • Contact [email protected] with your Order number and a clear description of the issue. Photos of the packaging, batch information, and the issue can help us resolve it faster.

15. Complaints, Hojas de Reclamaciones, and Dispute Resolution

  1. Contact first
    • If you have a complaint, please contact us at [email protected]. We will try to resolve it promptly.
  2. Hojas de reclamaciones (Madrid)
    • Official complaint forms (hojas de reclamaciones) are available upon request. Email us and we will provide the form and instructions for submission.
  3. Alternative dispute resolution (ADR)
    • ADR means an out of court process to resolve disputes with an independent body.
    • We do not commit to a specific ADR entity unless we explicitly agree otherwise for a particular dispute or where required by applicable law.
  4. EU online dispute resolution

16. Liability

  1. Nothing in these Terms limits or excludes liability where doing so is unlawful, including mandatory Consumer rights, liability for fraud, or liability for death or personal injury caused by negligence.
  2. Consumers
    • These Terms are intended to apply subject to your mandatory legal rights. If any clause conflicts with mandatory consumer law, that clause will apply only to the extent permitted by law.
  3. Business Customers
    • Subject to mandatory law, we are not liable for indirect or consequential losses (including loss of profit, loss of revenue, or loss of business).
    • To the extent permitted by law, our total liability relating to an Order is limited to the amount paid for that Order.

17. Force Majeure

  1. We are not responsible for failure or delay in performing obligations due to events beyond our reasonable control, including strikes, supply disruptions, transport issues, customs delays, internet outages, natural disasters, war, or government measures.
  2. In case of force majeure, we may suspend obligations for the duration of the event. If performance becomes impossible or unreasonably delayed, the affected Order may be cancelled and any refund will be handled according to applicable law.

18. Privacy and Cookies

We process personal data in accordance with applicable data protection law, including the GDPR.

19. Intellectual Property

  1. Website content, trademarks, logos, images, and text are owned by or licensed to us and protected by intellectual property laws.
  2. Unauthorized use is prohibited.

20. Changes to These Terms

We may update these Terms from time to time. The version published on the Website at the time you place your Order applies to that Order.

21. Governing Law and Jurisdiction

  1. These Terms are governed by Spanish law.
  2. If you are a Consumer, nothing in these Terms deprives you of mandatory Consumer protections applicable in your country of residence. Jurisdiction will be determined by the mandatory rules that protect Consumers.
  3. If you are a Business Customer, the courts of Madrid (Spain) shall have jurisdiction unless mandatory law provides otherwise.

Annex 1: Model Withdrawal Form (Consumers)

(Complete and send only if you wish to withdraw from the contract)

To: Vaz Global S.L. (Graviola Shop)
Email: [email protected]

I hereby give notice that I withdraw from my contract of sale of the following goods:
Order number: ______________________
Product(s): _________________________
Ordered on: ____________ / Received on: ____________
Name: _____________________________
Address: __________________________
Signature (only if submitted on paper): ______________________
Date: _____________________________

By placing an order on Graviola Shop, you acknowledge that you have read, understood, and agree to be bound by these Terms.