GENERAL TERMS AND CONDITIONS OF PURCHASE
1. INFORMATION ABOUT JOIERIA GRAU
• Company Name: GRAU BARCELONA DIAGONAL SL
• Registered Office: Av. Diagonal 538 - 08006 Barcelona
• Telephone: +34 935 19 33 03
• Email: hola@joieriagrau.com
By purchasing products offered through the website www.joieriagrau.com (hereinafter, the “Website”), owned by GRAU BARCELONA DIAGONAL SL (hereinafter, “JOIERIA GRAU”), the Customer accepts the terms and conditions of these General Terms and Conditions of Purchase. Therefore, before proceeding with their acceptance, please read their content carefully. If you do not accept the General Terms and Conditions of Purchase, the purchase of products cannot be carried out, and consequently, JOIERIA GRAU, through its website, will not assume any obligation or liability. The Customer also declares having sufficient legal capacity to purchase products from the Website.
The user declares and guarantees acting in good faith, using this website solely to make legally valid inquiries or orders, and not to acquire products through www.joieriagrau.com for resale or parallel distribution for commercial gain.
If an order is deemed to be false or fraudulent, JOIERIA GRAU reserves the right to cancel it, refunding the customer the payment made without any penalty to JOIERIA GRAU.
By using this Website, the user agrees to provide the requested information truthfully and accurately, consenting to JOIERIA GRAU using this information to contact users if necessary. If the user does not provide all the requested information, the order cannot be processed.
By placing an order through the Website, the user declares being of legal age and having the legal capacity to enter into contracts.
JOIERIA GRAU reserves the right to modify the content and/or scope of the General Terms and Conditions of Purchase at any time, without prior notice. Therefore, before purchasing any product, please read them carefully, as it is the Customer's responsibility to review the General Terms and Conditions of Purchase before buying any product from the Website.
JOIERIA GRAU is an official distributor of all the brands featured on the website.
2. CUSTOMER REGISTRATION
To complete a purchase, the User must register on the Website. The user may do so either before or after filling the shopping cart.
Registration can be completed in the “Account” > “Register” section. Once registered as a customer, you may access your account through “Log In”.
If you are not registered, you will be required to do so from the shopping cart to complete the process.
3. PRICE AND METHOD OF PAYMENT
3.1. Price
The price of each product shall be the one displayed in euros alongside each product on the Website and shall include the applicable VAT. The cost of shipping expenses will appear in the order summary prior to finalising the purchase.
JOIERIA GRAU reserves the right to modify its prices at any time and without prior notice. The price applicable to the purchase request made by the Customer shall be that in effect at the time of accepting the General Terms and Conditions of Contract.
The price of the product shall be as stated on the Website, except in the event of an obvious error, meaning that the error in the price is clear and unmistakable and the Customer could reasonably have recognised that the price was incorrect. In such cases, JOIERIA GRAU shall refund the total amount of the order and offer the possibility of placing the order again at the correct price.
3.2. Method of payment
The Customer may pay for the purchase of products using the following payment methods:
1. Credit or debit card (cards “VISA”, “MASTERCARD”, “DINERS” and “AMEX” are accepted): The Customer must enter their credit card number, along with the other additional information required during the purchase process. Card payments are processed through the STRIPE platform. The charge will be made once it has been authorised by the Customer’s financial institution; otherwise, the purchase cannot be completed.
Through STRIPE, payment may also be made using Apple Pay or Google Pay, provided this option is enabled on the Customer’s device and linked to a valid card. Payment will be carried out via the Customer’s own device. Once the payment has been successfully completed, the page will redirect to an order confirmation screen.
2. PayPal: The Customer will be redirected to the PayPal website to select the payment method and enter the necessary information to complete the payment.
3. Bank transfer: When the Customer selects this payment method, JOIERIA GRAU will send a confirmation email to the Customer containing the bank details required to make the transfer. Any bank fees applicable to the transfer shall be borne by the Customer. The delivery period for the product will begin once JOIERIA GRAU has received the bank transfer.
4. Payment in instalments: We collaborate with various online instalment payment platforms such as PayPal Pay Later and Klarna. Financing, methods of use, and terms and conditions will always depend on each platform and are entirely separate from and independent of Grau.
Once the corresponding payment has been made using any of the methods referred to in this section, the Customer will receive an email, sent to the address provided, confirming that the order request and payment have been successfully completed, where applicable. JOIERIA GRAU undertakes not to store, under any circumstances, sensitive information such as card numbers or authentication codes.
3.3. Discount Vouchers
Temporary discount vouchers may be available on the Website. These coupons will be valid for a limited time and may under no circumstances be exchanged for cash. The discount shall be applied to the product price and/or the shipping cost, depending on the corresponding promotion.
4. EXECUTION AND DELIVERY PERIOD
Once the Customer has made payment for the product in accordance with section 3.2 above, JOIERIA GRAU has confirmed it, and a confirmation email of the purchase has been sent to the Customer, the order will be prepared and subsequently dispatched—provided the products are available—to the address indicated by the Customer during the purchase process, within the timeframe indicated on the Website, and no later than thirty (30) days from the conclusion of the contract.
JOIERIA GRAU will ship products to Spain and the Balearic Islands, excluding Ceuta, Melilla, and the Canary Islands. If the Customer wishes to make a purchase outside this geographic area, they must contact JOIERIA GRAU via email at: hola@joieriagrau.com
4.1. Preparation Time and Delivery Methods
Once an order is placed on this Website, JOIERIA GRAU will prepare it for shipment. Preparation times may take one to two business days. Orders are not prepared on weekends or holidays.
Therefore, if a customer places an order on a Friday, Saturday, Sunday, or holiday, order preparation will not begin until the next business day.
Once the order has been prepared, it will be shipped via the carrier chosen by the customer. These are the available shipping options:
- CORREOS - Delivery Point: Orders placed with this option will be delivered to the Correos delivery point selected during the checkout process by clicking the "Select Delivery Location" button. This service has a transit time of 3 to 4 business days from the date of shipment.
- CORREOS STANDARD - Home Delivery: Orders placed with this option will be delivered to the address provided by the customer during the checkout process within 2 to 3 business days from the date of shipment.
- CORREOS PREMIUM - Home Delivery: Orders placed with this option will be delivered to the address provided by the customer during the checkout process within 1 to 2 business days from the date of shipment.
- SEUR - Delivery Point: Orders placed with this option will be delivered to the SEUR delivery point selected during the checkout process by clicking the "Select Delivery Location" button. This service has a transit time of between 1 and 2 business days from the day it leaves the origin.
- SEUR - Home Delivery: Orders placed using this option will be delivered to the address indicated by the customer during the purchase process, within 1 to 2 business days from the day of origin.
- UPS - Home Delivery: Orders placed with this option will be delivered to the address provided by the customer during the checkout process within 1 to 2 business days from the date of shipment.
- DHL - Home Delivery: Orders placed with this option will be delivered to the address provided by the customer during the checkout process within 1 to 2 business days from the date of shipment.
- Express Delivery: Orders placed with the "express" option will be delivered within 24/48 hours, always on business days, from the date of shipment.
Orders are not shipped on Saturdays, Sundays, or public holidays. Following JOIERIA GRAU's security protocol to minimize the risk of lost orders, the company reserves the right not to ship orders on Fridays or the day before a public holiday, for orders exceeding €500, or whenever JOIERIA GRAU deems it necessary, regardless of the delivery method.
If the secure delivery of an order cannot be guaranteed, JOYERÍA GRAU reserves the right to restrict its geographic distribution area.
Scheduled delivery or delivery method changes: Some carriers offer scheduled delivery options or the ability to change the delivery method once the package is in their network, solely to accommodate customer needs. If the customer decides to change the service while it is in transit or out for delivery, the initially agreed delivery times may be justifiably delayed due to internal operational procedures the carrier needs to complete to fulfil the new request. Please keep this in mind before requesting a change, as it may result in delivery delays. Under no circumstances will JOIERIA GRAU be held responsible for delays if the customer decides to change the delivery.
4.2. Responsibilities
JOIERIA GRAU will not be liable for any errors that may occur in the delivery of purchased products if the Customer has not correctly completed the Website form. If there is any issue with the delivery time, JOIERIA GRAU will inform the Customer appropriately and as soon as possible.
Once the order leaves JOIERIA GRAU's facilities and is in the hands of the contracted carrier, its delivery becomes the carrier's responsibility. In the event of a delivery delay, JOIERIA GRAU may mediate with the carrier on behalf of the CUSTOMER but cannot guarantee on-time delivery or delivery within a specific timeframe. In the event of loss or misplacement, JOIERIA GRAU will manage the issue with the carrier to find a satisfactory solution for all parties.
During the purchase process on the Website, the Customer may indicate their preferred delivery time or any additional instructions for the carrier in the "Comments" field. JOIERIA GRAU will share this information with the contracted carrier if available, but fulfilment of the request will depend on the carrier.
If delivery cannot be made due to the recipient's absence, some transport agencies may leave a notification note, and the recipient must contact the transport agency to arrange a second and final delivery.
The risk of loss or damage to the products passes to the Customer upon delivery and, in the case of returns, remains with the Customer until the products are returned to JOIERIA GRAU.
The Customer agrees to check the condition of the shipment upon delivery in the presence of the carrier and must note any anomalies detected on the delivery slip (broken security seals, external damage, dampness, etc.) and may refuse delivery.
The Customer must notify JOIERIA GRAU of any delivery issues via email: hola@joieriagrau.com
5. PRODUCT AVAILABILITY
If there are any issues with supply or if products are out of stock, the customer will be informed immediately, and a refund will be issued for the out-of-stock product(s). JOIERIA GRAU will refund the corresponding amount without undue delay and, in any case, within 14 calendar days. The refund will be issued via the same payment method used for the original purchase.
6. RIGHT OF WITHDRAWAL
The Customer has the right to withdraw from the online purchase contract, without penalty, within fourteen (14) calendar days from the date of receipt of the product.
To exercise the right of withdrawal, the Customer must contact JOIERIA GRAU by email at hola@joieriagrau.com, indicating the order number of the item(s) they wish to return. Once confirmed by the Customer Service department, the Customer must send the product to be returned, along with all its original documents, instructions, and packaging, by any means that provides proof of receipt by JOIERIA GRAU.
The return address is Calle Sant Romà, 22 – 17310 Lloret de Mar (Girona), Spain.
Once the Customer has exercised the right of withdrawal in accordance with the instructions specified herein, JOIERIA GRAU will refund the Customer all payments received, excluding shipping and return costs, within a maximum period of fourteen (14) calendar days from the date on which the Customer informs JOIERIA GRAU of their decision to withdraw from this contract. JOIERIA GRAU will issue the refund using the same payment method used by the Customer for the initial transaction, unless the Customer expressly requests otherwise. The Customer will bear the cost of returning the purchased product, except in the case of products replaced due to lack of availability, in which case JOIERIA GRAU will bear the return shipping costs. (ART. 108)
The user will not have the right to cancel special or personalized orders. Custom-made and/or personalized products cannot be returned.
Returns will not be accepted for products that have been handled, used, or whose security seals have been removed.
At JOIERIA GRAU, we urge our customers to make good use of this website. Although we make every effort to display the jewelry and watches as they truly are, we understand that buying through the website is not the same as buying in a physical jewelry store, and that it is possible that upon receiving a product, the customer may not be completely satisfied with the purchase. Therefore, at JOIERIA GRAU, we try to facilitate, as much as possible, a quick and efficient return process within our return policy, as well as alternatives to meet the customer's needs, such as exchanging purchased products for others that meet their expectations or visiting our jewelry stores to see the product in person.
At JOIERIA GRAU, we reserve the right to block or cancel a customer's account or cancel a purchase if we detect an unusual pattern of returns, such as repeatedly buying and returning items in a short period, buying and returning almost everything purchased, returning products that do not match the order, or providing inaccurate return information.
If customers believe their account has been unfairly blocked, they should contact hola@joieriagrau.com for more information and to learn about their options for purchasing JOIERIA GRAU products.
7. GUARANTEES AND AFTER-SALES SERVICE
The guarantee of the product sold will comply with the provisions of current legislation and, where appropriate, the commercial guarantee of the product that the Customer has purchased.
The term that the client has to notify any incident caused by manufacturing defects is 2 months from the moment he becomes aware of it.
If the manufacturer of the purchased product verifies and corroborates the existence of a manufacturing defect, it will proceed to repair or replace the item. Always at the client's choice, when technically possible and when notified within the established deadlines.
Cases that will not be accepted as manufacturing defects:
- General damage caused by improper or abnormal use of the product.
- Bumps and scratches caused by normal use of the product.
- Detachments or breakage of gems or other applied elements.
- Stains or changes in brightness on metals, gems or other elements caused by external chemical agents.
- Allergies.
Specific cases for watch products that are excluded from the guarantee, unless otherwise stated in the article's own guarantee:
- Battery or battery life.
- Wear from normal use.
- Damage caused by improper use of the product or by its lack of maintenance.
Any warranty will be voided if the product is handled by personnel not authorized for this purpose by the manufacturer.
Any other claim is excluded except for the rights held by the buyer against the manufacturer in accordance with current legislation.
8. COMPLAINTS AND CLAIMS
The Customer may direct their complaints and claims to the Customer Service Department by sending an e-mail to hola@joieriagrau.com , calling 972 364 222 or using the contact form on this Website.
The Company must respond to the claims received as soon as possible and in any case within a maximum period of one month from the filing of the claim.
The European Commission makes available to Consumers and Users an online dispute resolution platform, which is available at the following link: http://ec.europa.eu/consumers/odr/ . Consumers will be able to submit their claims through the online dispute resolution platform.
9. DATA PROTECTION
In compliance with the provisions of current regulations, in relation to the Customer's personal data provided throughout the purchase procedure of the products on this Website, the provisions of the Privacy Policy of the Website govern.
10. PREVENTION OF MONEY LAUNDERING
For the purpose provided for in article 4 of Law 10/2010 of April 28, on the prevention of money laundering and financing of terrorism, the client says and declares that he is the real owner of the operation, warning him that his data may be transferred to those public administrations that in accordance with the regulations have the right of access to them.
If the amount of the purchase or all the purchases made in a year exceeds €1,000, the client will be required to identify himself with a copy of the valid ID or Passport. In the case of buying in the name of a company, a copy of the company's NIF, data and copy of the administrator's ID and document of the real ownership of the company will be requested.
JOIERIA GRAU reserves the right to retain the order until the customer identifies himself.
11. APPLICABLE LAW AND JURISDICTION
These General Contract Conditions will be governed and interpreted in accordance with Spanish law.
Controversies that may arise between JOIERIA GRAU and the Client must be resolved in the Courts and Tribunals of the Client's domicile or the place of fulfillment of the obligation.
12. MODIFICATION OF THE GENERAL CONTRACT CONDITIONS
JOIERIA GRAU reserves the right to modify the conditions determined here at any time, being duly published as they appear here. The validity of the aforementioned conditions will depend on their exposure and will be in force until they are modified by others duly published.
13. PRE-OWNED SPECIAL CONDITIONS
In the case of products classified as Pre-owned, in addition to these general contracting conditions, the special conditions mentioned here will apply.
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Last update: December 2025