SHIPPING POLICY

1. Where do we ship?

We ship toall of Spanish territory(peninsula, Balearic Islands, Canary Islands, Ceuta and Melilla) and, subject to consultation, to other countries of the European Union.

ForThe Canary Islands, Ceuta and Melilla, The customer will be responsible for the customs and import expenses and procedures.

2. What shipping methods do we offer?

We work withcourier companiesAnd, during the purchase process, areal-time offer comparison toolIt will show you the available options based on:

• Delivery address

• Package weight and dimensions

• Selected delivery time

In addition, we offer two special options:

In-store collection (free / €1 handling fee)

You can pick up your order directly at our facilities:

CARRER DE LUGO, 45 · 08032 BARCELONA

Schedule:Monday to Friday from 8:00 a.m. to 5:00 p.m. (except local holidays).
Cost:

• If you select "store pickup" →Free shipping(only €1 applies as a fee)handling costs).

• If you select "shipping with your own transport" → you must notify us in advance and indicate this when placing the order.

3. Preparation and delivery deadlines

⏳ Order preparation

• Orders placed before 12:00 pm(Working days): They are prepared and handed over to the transport company.the same day.

• Orders after 12:00, weekends or holidays: are processedthe next business day.

⚠️Important:Orders paid for bybank transferThey will not begin to prepare.until we receive the amount in our account. If you need the order urgently, please choose another payment method.

Delivery time

The deadline begins to countfrom the moment the order leaves our warehouse(not from the date of purchase).

The carrier will inform you of the estimated day and time slot. Delivery is made fromMonday to Friday, from 9:00 a.m. to 8:00 p.m.(except for specific agreements with the client).

We cannot guarantee an exact time, but we will do our best to accommodate your preferences.

4. Shipping costs

✅ Free shipping

Applicable only to:

• Peninsular Spain

• Orders over €60 (VAT included)

• Products of standard dimensions and weight

❌This does not apply to shipments to the Balearic Islands, the Canary Islands, Ceuta, Melilla, international destinations, or to products of large volume, exceptional weight, or special packaging (this will be indicated on the product sheet).

Other cases

Shipping costs will be calculatedautomatically in the cartDepending on:

• Weight / volume

• Destination postal code

• Selected service (standard, express, etc.)

5. Monitoring and incidents

• We will send aconfirmation emailWith the tracking number as soon as the order is in the hands of the carrier.

• We monitor every shipment and will contact you if there are any issues.

• It is mandatoryPlease provide a valid contact phone number and email address during the purchase.

❓ What happens if you're not at the delivery address?

The carrier:

1. He will attempt a second installmentIn another time slot.

2. If there is no success, it will leave you with anoticeSo you can pick up your order at their nearest warehouse or convenience point.

If the ordercannot be delivered due to a cause attributable to the customer(incorrect address, repeated absence, customs rejection, etc.) and the packagereturn to our facilities, the client mustpay the shipping costs againFor a second shipment, or request a refund of the product price (minus round-trip shipping costs).

6. Exceptions and special products

Some products, due to theirnature, dimensions or fragility, They may require aspecial transportOr not take advantage of the flat rate or the free shipping promotion.

In these cases, the product information will be expressly stated and the system will calculate the actual shipping cost.

7. Force majeure

The indicated deadlines will be respected provided there are no issues.unforeseen or extraordinary circumstances beyond our control(transport strikes, natural disasters, pandemics, etc.). If this were to happen, we would inform you immediately and look for the best possible solution.

8. SHIPMENTS TO THE BALEARIC ISLANDS

Shipments to theBalearic IslandsThey are treated asdomestic deliveries within the customs territory of the European Union.

✅VATThe standard rate (21%) or a reduced rate applies depending on the product.There is no exemption.
✅Shipping costsPrices are calculated based on weight/volume and carrier. No tariffs or customs duties apply.
✅DeadlinesThey usually add 24-48 hours to the peninsular deadlines.

? Free shipping promotionValid only for mainland Spain. Not applicable to the Balearic Islands, unless expressly indicated in a specific campaign.

9. SHIPMENTS TO THE CANARY ISLANDS, CEUTA AND MELILLA

These territories havespecial tax regimeAndThey are NOT part of the customs territory of the European Union.

Nature of the operation

• From mainland Spain/Balearic Islands → Canary Islands/Ceuta/Melilla =EXPORT(VAT exempt).

• Commercial invoiceexcluding VAT, with reference to Article 21 of Law 37/1992.

• OSS does not apply (only for intra-community deliveries).

Applicable taxes (EXCLUSIVELY the responsibility of the receiving customer)

? These taxes are collected by customs at the destination. The carrier will contact the recipient for payment before delivery.

Returns from these territories

• The customer pays the return costs (round trip).

• Customs handling fees and taxes paid at destination are not refunded.

  1. If the client has aValid intra-community VAT number(validated in VIES), the operation isexempt from VAT(0%).

  2. The invoice must include:"Reverse charge".

  3. The customer will declare the VAT in their country through self-assessment.

These transactions are NOT declared in the OSS. They are declared in form 349 (intra-community operations) and in form 303.

The product refund is processedonce the merchandise has been received in our Barcelona warehouse.

10. SHIPMENTS TO THE EUROPEAN UNION (EU)

CARMELO SANITATION S.L. thisregistered in the One Stop Shop (OSS) system. This allows us to simplify VAT declarations for sales to end consumers in other EU countries.directly applying the VAT of the destination countryWithout needing to register locally in each of them.

Business-to-consumer (B2C) sales

General rule (starting from the first euro):

• The VAT rate applicable in the buyer's country applies.(not Spanish).

• The tax rate will be the standard rate of the destination country (e.g., 19% Germany, 20% France, 22% Italy, etc.).

• You will see the total amount including your country's VAT reflected in the shopping cart and on the invoice.

Exception: €10,000 threshold (only for companies NOT covered by OSS):

• This thresholdIt does NOT affect usBecause we are voluntarily enrolled in the OSS system.

• A company thatNoBeing on OSS, you could invoice with Spanish VAT as long as your annual sales to that country do not exceed €10,000. In our case, being on OSS,We always apply the destination VAT from the first sale.

Sales to companies with intra-community VAT (B2B)

• If the client has aValid intra-community VAT number(validated in VIES), the operation isexempt from VAT(0%).

• The invoice must include:"Reverse charge".

• The customer will declare the VAT in their country through self-assessment.

• These transactions are NOT declared in the OSS. They are declared in form 349 (intra-community operations) and in form 303.

⚠️ImportantIt is the responsibility of the business client to provide a valid VAT number. CARMELO SANITATION S.L. You can verify its validity through the VIES system and, if it is not valid, you will treat the transaction as B2C applying the VAT of the destination country.

11. INTERNATIONAL SHIPMENTS (NON-EU COUNTRIES)

 Who is the importer?

Always the receiving customer.CARMELO SANITATION S.L. acts asexporter, but it does not manage or handle import procedures at the destination.

Customer obligations (VERY IMPORTANT)

1. Import tariffs and taxesLocal VAT, customs duties and other taxes areat the recipient's sole expense.

2. NEW EU REGULATIONS (from July 2026)Shipments valued at less than €150 from outside the EU are subject to afixed customs duty of €3 PER PRODUCT CATEGORY . This fee is in addition to import VAT and handling fees.

3. Customs management feesThe carrier at the destination usually charges a commission (approx. €10-30) which the customer must pay to release the package.

Prohibitions and restrictions

The customer is responsible for verifying that the purchased productscan be legally imported into your country. We do not ship to countries under sanctions or trade embargoes.

Returns from abroad

• The client assumesall return costs(return shipping, re-import duties, customs management).

• We do not refund taxes/duties paid at the destination.

• The 14-day right of withdrawal remains, butThe product must arrive at our facilities in Barcelona.; The risk and cost of international return shipping is borne by the customer.

  SUMMARY TABLE – APPLICABLE TAX REGIME (2026)

  Destination	Customer type	Applicable VAT	OSS?	Customs Declaration/Tariff?	Grades
  Peninsula + Balearic Islands	Consumer	21%	No (domestic)	No	Free shipping on orders over €60 (mainland Spain)
  Peninsula + Balearic Islands	Company (with VAT)	21%	No	No	Invoice with VAT
  EU (excluding Spain)	Consumer (B2C)	VAT of the destination country	YES (OSS)	No	Our current situation
  EU (excluding Spain)	Company (with EU VAT)	0% (investment subject to tax)	NO(B2B)	No	Exempt invoice. Form 349
  Canary Islands	Any	Exempt(0%)	No	YES (DUA export)	IGIC + AIEM to be paid by the customer
  Ceuta/Melilla	Any	Exempt(0%)	No	YES (DUA export)	IPSI to be paid by the customer
  Non-EU	Any	Exempt(0%)	No (IOSS yes, we no)	YEAH	From 07/2026: €3 fixed per category if

RETURNS AND WITHDRAWAL POLICY

Right of withdrawal

You have the right to withdraw from this contract within a period of14 calendar daysWithout need for justification.

The withdrawal period will expire 14 calendar days from the day on which you, or a third party indicated by you other than the carrier, acquired physical possession of the last of those goods.

✅ How to request a refund?

To exercise your right of withdrawal, you must submit the request.exclusively through the website, by accessing the "My Orders" section and selecting the order you wish to return. This is the only channel enabled to manage returns quickly and correctly.

Return requests sent by post, fax or email will not be accepted unless there are technical circumstances that prevent the use of the web form, in which case you must contact our customer service department beforehand.

Time limit for exercising the right

To meet the withdrawal deadline, it is sufficient that the communication relating to the exercise of this right is sentbefore the corresponding deadline expiresThrough the enabled web form.

Consequences of withdrawal (returns within the legal period)

In case of withdrawal within 14 calendar days, we will refund all payments received from you.including delivery costs(with the exception of any additional costs resulting from your choice of a delivery method other than the least expensive standard delivery method we offer), without undue delay and in any event no later than 14 calendar days from the date on which we are informed of your decision.

We will process your refund using the same payment method you used for the initial transaction, unless you have expressly requested otherwise. In any case, you will not incur any expenses as a result of the refund.

We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent them back, whichever is the earliest.

Return of goods

You must return or deliver the goods to us directly, without undue delay and, in any event, no later than the period of14 calendar days from the date on which you notify us of your decision to withdraw. The deadline will be considered met if you return the goods before the deadline has expired.

You will have to bear the direct cost of returning the goods.

You will only be liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

⚠️ Returns outside the withdrawal period

Refund requestsreceived outside the legal period of 14 calendar daysThey may beexceptionally valued by our company, without there being a legal obligation to accept them.

In the event that a refund is voluntarily approved outside of this period,Shipping costs paid on the original order will not be refunded., and the amount to be refunded will correspond only to the value of the products, deducting, where applicable, the loss of value due to excessive handling or lack of original conditions of the product.

Exceptions to the right of withdrawal

The right of withdrawalwill not be applicableTo contracts that refer to:

• The supply of goods whose price depends on fluctuations in the financial market that the entrepreneur cannot control and that may occur during the withdrawal period.

• The supply of goods made to the specifications of the consumer and user or clearly personalized.

• The supply of goods that may deteriorate or expire rapidly.

• The supply of sealed goods which are not suitable for return for reasons of health protection or hygiene and which have been unsealed after delivery.

Consider these exceptions when purchasing certain products such as copper, cut-to-size products (cables, pipes), or open reverse osmosis filters.

Model withdrawal form

It will not be necessary to complete this form if the application is made through our website. However, the information template required by the regulations is provided below:

– To the attention of SANEAMIENTOS CARMELO S.L. / CARRER DE LUGO, 45, 08032 BARCELONA, administration@saneamientoscarmelo.com:

– I/We hereby inform you that I/we withdraw from my/our contract of sale of the following goods/provision of the following service

– Ordered on/received on (*)

– Name of the consumer and user or consumers and users

– Address of the consumer or user(s)

– Signature of the consumer and user or consumers and users (only if this form is submitted on paper)”

- Date

(*) Delete as appropriate.