Terms of service
GENERAL TERMS AND CONDITIONS OF SALE
1. PARTIES AND ACCEPTANCE OF THE GENERAL TERMS AND CONDITIONS
On one side, the product provider, LABORATOIRES GRAND FONTAINE S.L.U. (hereinafter also "the provider"), with registered address at Carrer d'Atenes 9, 08006, Barcelona, VAT Number B05487947, customer service phone 935 516 072, and email fontup@grandfontaine.eu, owner of the website fontup.es, sets out the contractual document governing the purchase of products through said website.
On the other side, the User/Customer (hereinafter "the User"), registered on the website with a username and password, for which they bear full responsibility of use and safekeeping, and who is responsible for the accuracy of the personal data provided to the provider.
BOTH PARTIES ACCEPT this document, which implies that the user:
a. Has read, understands and comprehends the content herein. b. Is of legal age and has full capacity to contract. c. Assumes all obligations set out herein. d. Has read and accepts these general terms and conditions of purchase from the moment they acquire any product offered.
This document may be printed and stored by Users. It is advisable to keep a copy of the data contained in purchased products. The provider makes available the email address fontup@grandfontaine.eu for any queries regarding these conditions.
These conditions shall apply to all purchases made through the provider's website fontup.es. The provider reserves the right to unilaterally modify these General Terms and Conditions, without affecting goods or promotions acquired prior to such modification, with the aim of improving the products offered. In any case, these general conditions must be consulted before making a purchase.
LABORATOIRES GRAND FONTAINE S.L.U. accepts no liability for consequences arising from improper use of products sold on the website.
The civil liability of LABORATOIRES GRAND FONTAINE S.L.U. for products supplied is limited to the value of those products. The user waives any claim against LABORATOIRES GRAND FONTAINE S.L.U. for any reason in the event of dissatisfaction with products purchased on fontup.es, as well as for possible failures, slow access or access errors, including loss of data or other information on the user's computer or network.
LABORATOIRES GRAND FONTAINE S.L.U. is a company specialising in the distance sale of non-medical food supplements through its website. The provider does not operate any physical retail store.
2. SUBJECT MATTER OF THE CONTRACT
Scope
This contract governs the purchase and sale relationship between the provider and the user, established at the moment the user accepts these purchase conditions during the online checkout process by ticking the corresponding box. These General Terms and Conditions apply from the date the order is placed.
The purchase relationship involves the delivery of a specific product in exchange for a price publicly stated on the website.
Territory
The fontup.es online store operates worldwide.
Capacity to contract
To place an order, the user must be of legal age and have capacity to contract.
Customer acceptance
Order validation through fontup.es is confirmed by email and constitutes automatic acceptance of these General Terms and Conditions, which are available on fontup.es or can be provided by email upon request.
Amendments to the General Terms and Conditions
LABORATOIRES GRAND FONTAINE S.L.U. reserves the right to amend these General Terms and Conditions. Customers are advised to review them regularly. Where changes are introduced after an order has been placed, the conditions in force at the date of that order shall apply.
3. INFORMATION PROVIDED ON FONTUP.ES
Prices
Product prices are those displayed on each product page on fontup.es.
Product information
Information appearing in our advertising, brochures, other written materials, on our website, or provided to you constitutes an invitation to purchase. The content of fontup.es is continuously updated to offer customers the most complete and detailed information possible. All contractual information on fontup.es is presented in Spanish (Castilian), and all customer communication and contract formalisation will be conducted in that language.
Product availability
There may be occasions when it is not possible to supply all products due to stock unavailability at the time of purchase. In such cases, the product will not be visible or available for purchase.
Right of cancellation
LABORATOIRES GRAND FONTAINE S.L.U. reserves the right to cancel the dispatch of a product that does not meet the quality standards applied to all fontup.es products. Should such a quality issue be identified, the Customer Service team will suggest a replacement product. If the replacement is not acceptable to the customer, a full refund of the product cost will be issued.
Order reception
Orders are received 24 hours a day, 365 days a year. Orders placed after 12:00 noon will be processed on the next business day in Barcelona. Orders received on Fridays after the above time, and on Saturdays and Sundays, will be processed the following Monday or the first business day in Barcelona.
Fraud
If LABORATOIRES GRAND FONTAINE S.L.U. suspects or detects any irregularity or fraud, it reserves the right to cancel the transaction on security grounds.
4. PURCHASE PROCESS
To purchase products offered by the provider, the user may:
Register on the website by creating a user account, providing the required personal data freely and voluntarily. The user will select a username and password, agreeing to use them diligently, not to share them with third parties, and to notify the provider of any loss, theft or unauthorised access so that the account may be immediately blocked. Usernames must not impersonate members of the provider, nor contain offensive, injurious or otherwise unlawful expressions.
Purchase as a guest: only the essential data required to process the order will be requested. At the end of the checkout process, the user will be offered the option to register or continue as an unregistered user.
The purchase process follows these steps (in accordance with Article 27 of Law 34/2002 on Information Society Services and Electronic Commerce):
- Select the product by clicking on it, then choose the purchase type (subscription or one-time purchase), and click "Buy with Shop" to add it to the shopping cart.
- To add more products, return to the previous screen and repeat the process. To remove an item added by mistake, click the remove option in the shopping cart.
- Once the product(s) are selected, a purchase confirmation will appear (order summary, personal details and chosen payment method).
- User credentials will be requested via one of three methods:
- New registration: complete the data collection form (including acceptance of the Privacy Policy). A confirmation email will be sent to the provided address.
- Existing customer: click the registered user button and enter your username and password.
- Guest purchase: personal data required for the order and delivery will be requested, followed by a request for consent to store that data. If consent is given, data will be stored and product information may be sent if permitted; otherwise, data will be stored only for future purchases.
Please check your spam and junk mail folders and ensure that the contact details you provide are correct.
- Once registered, a checkbox will appear which must be ticked to confirm acceptance of these General Terms and Conditions and the Privacy Policy.
- To complete the process, click the "Pay now" button.
Upon completion of the purchase process, the provider's platform will send the user an email confirming all product details, price, delivery method, purchase date and delivery timeframe.
Any errors in the provided address or any other part of the order must be reported immediately to the email address shown on the website.
For any queries, please contact our Customer Service team through any of the methods available on fontup.es.
LABORATOIRES GRAND FONTAINE S.L.U. provides FREE Customer Service via fontup@grandfontaine.eu. If the user chooses an alternative communication method, any associated costs shall be borne by the user.
LABORATOIRES GRAND FONTAINE S.L.U. also offers phone lines in Spain, charged at the user's standard operator rate.
5. SHIPPING
Carrier
All shipments are handled through Packlink.
Shipping costs
- Mainland Spain: €4.50
- Balearic Islands: €7.00
- Canary Islands: €40.00
- Europe: €20.00
- Americas: €50.00
- Asia, Africa and Oceania: Not available
When the user adds a product to the cart and confirms the delivery address, the applicable shipping cost will be displayed automatically.
Delivery address
Orders will be delivered to the address freely designated by the user. The provider assumes no liability if delivery cannot be completed due to false, inaccurate or incomplete information provided by the user, or due to circumstances beyond the carrier's control, such as the absence of the recipient. Delivery is made during standard business hours.
LABORATOIRES GRAND FONTAINE S.L.U. will make every effort to deliver orders within the timeframe stated on the website at the time the order confirmation is issued.
Delivery times
Delivery typically takes between 48 and 72 hours, depending on the product, destination and payment method. This timeframe applies once product availability has been confirmed and full payment has been verified. For unavailable products, our Customer Service team can provide availability information.
If multiple products are ordered together, they may have different availability dates and could be delivered separately. If any item is unavailable at the time of dispatch, you may cancel the order at any time before shipment by contacting fontup@grandfontaine.eu with your order number.
Shipping confirmation
Once your order has been handed over to the carrier, a shipping confirmation will be sent to the email address provided at purchase, including a tracking number for monitoring via the carrier's website.
Damage upon delivery
Products are sent in secure packaging. If visible transport damage or an error in the received goods is apparent at the time of delivery without the need to open the packaging, the customer must immediately contact Customer Service at 935 516 072 or fontup@grandfontaine.eu to arrange return and replacement or refund.
If damage is detected upon opening an apparently intact package, the consumer must notify the seller within two months of becoming aware of it, via the same contact channels.
6. PRICES AND VALIDITY OF OFFERS
All prices on fontup.es include VAT at the rate applicable at the time of purchase and are expressed in euros (€). Unless expressly stated otherwise, prices do not include shipping, handling, packaging, insurance or any other additional services.
VAT: In accordance with Article 68 of Law 37/1992 on Value Added Tax, deliveries to addresses in Spanish territory (excluding the Canary Islands, Ceuta and Melilla) are subject to Spanish VAT at the rate applicable to the specific product. Orders to the Canary Islands, Ceuta and Melilla are exempt from VAT under Article 21 of Law 37/1992, subject to the taxes and duties applicable in those territories.
The invoice will be included in paper form with the delivery. Users who prefer an electronic invoice must provide consent for it to be sent to their email address.
Prices are applied automatically during checkout. Promotional discounts apply only to orders placed within the promotional period, as evidenced by the payment transaction records.
7. PAYMENT METHODS
Credit or debit card
The user must hold a valid credit or debit card and enter all card digits in the corresponding form. The transaction is formalised at the time of ordering. Only secure card payments with identity authentication are accepted, as established by the user's bank ("Verified by Visa" and "MasterCard SecureCode"). Orders will not be processed until payment has been authorised by the user's bank. All transactions use SSL (Secure Sockets Layer) encryption to ensure confidentiality.
PayPal
Upon completing the purchase, the user will be redirected to the official PayPal website to complete payment. Once payment is confirmed, the order is finalised and a summary email is sent. Clicking "Return to website" will allow the user to view and print the order. PayPal encrypts all confidential data and operates under its own privacy policies, for which LABORATOIRES GRAND FONTAINE S.L.U. assumes no responsibility.
Google Pay
Payment via Google Pay credentials is available, with no need to register on the website. Simply add the desired item to the cart, go to the shopping cart, click the Google Pay button and follow the checkout steps.
Apple Pay
Payment via Apple Pay credentials is available, with no need to register on the website. Simply add the desired item to the cart, go to the shopping cart, click the Apple Pay button and follow the checkout steps.
Klarna
LABORATOIRES GRAND FONTAINE S.L.U. offers payment through Klarna, allowing instalment or deferred payment under the conditions offered by that platform. Selecting Klarna will redirect the user to its platform to complete the purchase. Payment approval is subject to Klarna's conditions and assessment. Use of this method may involve acceptance of additional terms and a credit check carried out by Klarna. LABORATOIRES GRAND FONTAINE S.L.U. has no access to or control over such assessments and assumes no responsibility for Klarna's privacy policies or legal terms.
8. RIGHT OF WITHDRAWAL
The user has the right to withdraw from the purchase within 14 calendar days from receipt of the product, with no penalty. The full purchase amount, including product price and original shipping costs, must be refunded within 14 days of the user exercising this right. Return shipping costs shall be borne by the user.
No formal requirements apply to the exercise of this right. The consumer shall only be liable for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics or functioning of the goods.
To exercise this right, complete the withdrawal form with your order number and contact details, and send it to fontup@grandfontaine.eu or by post within 14 calendar days of receipt. After this period, returns or exchanges may only be requested on technical grounds covered by the product warranty.
The product must be returned with all original elements, free from damage or signs of wear, to the address provided. Return in the original packaging is recommended; if not possible, the product may be subject to a reduction in value. The customer is responsible for packaging and return shipping costs.
Provided all conditions are met, a full refund will be issued.
Exceptions to the right of withdrawal
Pursuant to Article 103 of Royal Legislative Decree 1/2007, the right of withdrawal does not apply to:
a) Goods liable to deteriorate or expire rapidly. b) Sealed goods that are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery.
Return due to provider error
If the product received does not match the order due to a company error, the user must notify LABORATOIRES GRAND FONTAINE S.L.U. by email as soon as possible. The provider will cover the costs of collecting the incorrect product and delivering the correct one.
Return verification
Returned products will be inspected by LABORATOIRES GRAND FONTAINE S.L.U. upon receipt to verify compliance with all requirements set out in section 8.1. If any elements are missing, the user will be notified by email.
9. REFUNDS
Upon return (exercise of the right of withdrawal), the amount paid for the product plus original shipping costs will be refunded. Return shipping costs are borne by the consumer/user. Refunds will be issued within a maximum of 14 calendar days via the same payment method used for the original purchase.
10. APPLICABLE WARRANTIES AND AFTER-SALES SERVICE
Warranty
All products offered on the website are entirely original unless otherwise stated.
Satisfaction guarantee: If upon receiving the product, and prior to exercising the right of withdrawal, the user is not satisfied, they may choose to:
- Exchange the product for a voucher of equal value to be used toward another product (if the new product is more expensive, the user must pay the difference).
- Exchange the item for another product (if the new product is more expensive, the user must pay the difference).
Defective product warranty: In the case of a defective product, LABORATOIRES GRAND FONTAINE S.L.U. will proceed with repair, replacement, price reduction or contract termination as applicable, at no cost to the user. The provider is liable for any lack of conformity appearing within three years of delivery. The consumer must notify LABORATOIRES GRAND FONTAINE S.L.U. within two months of becoming aware of the defect.
11. INVALIDITY OF CLAUSES
If any clause in these General Terms and Conditions is declared wholly or partially null or ineffective, such nullity shall affect only that provision or the affected part thereof, with the remainder of the General Terms and Conditions remaining fully in force. The affected provision shall be deemed not to have been included.
12. APPLICABLE LAW AND JURISDICTION
These conditions shall be governed and interpreted in accordance with Spanish law in all matters not expressly established herein. The provider and the user agree to submit any dispute arising from the provision of products or services under these conditions to the courts of the provider's place of domicile (if the user is not considered a consumer under the TRLGDCU) or of the user's place of domicile (if the user is considered a consumer under the TRLGDCU).
13. APPLICABLE REGULATIONS
These General Terms and Conditions are subject to the following legislation:
European regulations governing electronic commerce:
- Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, amending Council Directive 93/13/EEC and Directive 1999/44/EC, and repealing Council Directive 85/577/EEC and Directive 97/7/EC.
- Directive 2000/31/EC on certain legal aspects of information society services, in particular electronic commerce in the internal market.
- Regulation (EU) 2023/988 on general product safety, amending Regulation (EU) No 1025/2012 and Directive (EU) 2020/1828, and repealing Directive 2001/95/EC and Directive 87/357/EEC.
- Directive 2002/46/EC on food supplements.
Spanish legislation:
- Law 3/2014 of 27 March, amending the consolidated text of the General Law for the Defence of Consumers and Users.
- Law 7/1998 of 13 April on General Contracting Conditions, and subsequent amendments.
- 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 (GDPR).
- Organic Law 3/2018 of 5 December on Personal Data Protection and Digital Rights Guarantee.
- Law 7/1996 of 15 January on Retail Trade Regulation.
- Law 34/2002 of 11 July on Information Society Services and Electronic Commerce, and subsequent amendments.
- Royal Decree 1487/2009 on food supplements.
14. DATA PROTECTION
In accordance with Regulation (EU) 2016/679 of 27 April 2016 (GDPR), Organic Law 3/2018 of 5 December (LOPDGDD) and other applicable data protection legislation, we inform you that personal data provided will be processed by LABORATOIRES GRAND FONTAINE S.L.U. (Data Controller) for the purpose of maintaining, developing, managing and executing the contractual relationship arising from the services identified in the subject matter of this contract.
Data will be retained for the duration of the relationship. Once the service has been completed, personal data will be stored in a duly blocked state in accordance with applicable sector regulations. No data transfers to third parties are foreseen unless legally required.
The data subject has the right to withdraw consent at any time. Exercising this right will require termination of the contract, as data processing is essential for its performance. Rights of access, rectification, erasure, portability, restriction and objection may be exercised by contacting fontup@grandfontaine.eu. Complaints regarding data processing may be submitted to the supervisory authority at www.aepd.es.
LABORATOIRES GRAND FONTAINE S.L.U. is responsible for implementing the security measures required under applicable data protection regulations. All staff will be informed of data protection obligations when handling customer information.
15. COMMENTS AND SUGGESTIONS
Your comments and suggestions are welcome. Please send them through our contact form.
Official complaint forms are also available to consumers and users, and may be requested by calling Customer Service at 935 516 072 or through our contact form.
ANNEX: WITHDRAWAL FORM (Complete and submit this form only if you wish to withdraw from the contract)
To the attention of:
Name: LABORATOIRES GRAND FONTAINE S.L.U. VAT Number: B05487947 Address: Carrer d'Atenes 9, 08006, Barcelona Email: fontup@grandfontaine.eu
I hereby notify you of my withdrawal from the sales contract for the following product:
Ordered on / received on: ________________________________
Customer/user name: __________________________________________
Customer/user address: _________________________________________
In accordance with Article 68 of Royal Legislative Decree 1/2007 of 16 November, approving the consolidated text of the General Law for the Defence of Consumers and Users, I hereby exercise my right of withdrawal and would be grateful if you could contact me using the details provided above to confirm that this request has been processed.
Date of request:
Consumer/user signature: