Terms and Conditions — English

Terms and Conditions

General Terms and Conditions of Sale

Products

In accordance with applicable legislation, the Customer may consult the essential characteristics of the Products they wish to purchase on the website before placing an order.

The Products offered for sale on www.sylfos.eu constitute the SYLFOS® range currently available on the European market. SYLFOS® reserves the right to amend its collection and change the list and ranges of Products offered at any time.

Prices

The sale price of the Products, stated in euros, is the price applicable when the order is placed. Prices do not include delivery costs, which are charged in addition to the price of the Products purchased, in accordance with the arrangements described below and communicated to the Customer before the order is confirmed.

Offers presented by SYLFOS® remain valid while displayed on the website and while stocks last.

Seller

Products sold through www.sylfos.eu are sold by Laboratorio Surameris Ltda., whose registered office is located at Vicuña Mackenna 497, Office 402, Temuco, Araucanía Region, Chile — RUT/NIF: 76.087.007-2 — hereinafter referred to as “ SYLFOS®”.

Customer

SYLFOS® offers its Products on www.sylfos.eu to consumers who have the legal capacity to place an order, hereinafter referred to as the “Customer”. SYLFOS® is not required to verify the legal capacity of each Customer.

Placing an order

SYLFOS® offers the Customer one payment method:

• immediate payment by bank card through the website;

The Customer may review the details of the order and correct any errors. By confirming the order and clicking “Confirm your order”, the Customer is deemed to have knowingly accepted the contents and conditions of the order, including these General Terms and Conditions of Sale and the prices, volumes, characteristics, quantities and delivery times of the Products ordered.

The sale becomes final when the Customer confirms the order, without prejudice to any applicable right of withdrawal. SYLFOS® confirms the order by sending an email to the Customer.

A second email is sent when the order is dispatched. SYLFOS® recommends that the Customer retain both emails, either in printed or electronic form.

These emails are sent to the address supplied by the Customer before placing the order. SYLFOS® cannot be held liable for an incorrectly entered email address or for failure to receive the order confirmation message.

Orders placed before 12:00 noon are processed and dispatched on the same day*. Orders placed after 12:00 noon are dispatched on the following working day*.

Exceptions:

• maple-based flower essences and personalised blends;

• orders placed before 12:00 noon: dispatch on the following day;

• orders placed after 12:00 noon: dispatch on the following day;

• subject to product availability.

Payment

We offer one payment method for purchases made through www.sylfos.eu.

1. Immediate and secure payment by Visa or Mastercard

Payment is processed through a secure server. The “Verified by Visa” and “Mastercard SecureCode” programmes, based on the bank’s “3D Secure” technology, provide additional security for online payments. SYLFOS® never has access to the Customer’s bank details.

Security

Bank card payments made through this website are processed using a secure payment system. The website protects confidential information using an SSL certificate. Information exchanged is encrypted before transmission to prevent it from being used by third parties without the Customer’s knowledge.

SYLFOS® does not retain the Customer’s bank details. The Customer must therefore provide them again when placing each new order.

SYLFOS® reserves the right to suspend or cancel any order or delivery in the event of non-payment, a payment incident or suspected fraud involving the website or the payment method selected by the Customer.

Retention of title

SYLFOS® retains ownership of the Products supplied until their full price has been paid.

Delivery

Delivery area

SYLFOS® delivers parcels throughout mainland Spain and the Balearic Islands, as well as to countries in Western Europe.

Products are dispatched to the delivery address provided by the Customer during the ordering process.

Delivery charges include all applicable taxes, including VAT.

Delivery times

The maximum delivery period is 30 working days from order confirmation. The average delivery time is approximately 72 hours.

These times are calculated from the moment an order is placed before 2:00 p.m., provided that the Product is in stock and payment is made by bank card.

Delivery arrangements

1. Standard delivery with So Colissimo

The delivery charge is €6.50. This rate applies only to deliveries to Spain and mainland France, including Andorra, Corsica and Monaco.

The estimated delivery time is 72 hours after SYLFOS® hands the parcel over to the carrier. The recipient may track the parcel using the tracking number sent by email.

The parcel is delivered directly to the letterbox at the delivery address. If the parcel is too large, it will be handed to the recipient or, at the carrier’s discretion, to another person present at the address who agrees to accept it, such as a neighbour, caretaker or concierge. The contact details of that person will be provided in a notice left in the recipient’s letterbox.

If delivery cannot be completed because the recipient is absent, the carrier will leave a notice indicating the nearest collection point, where the parcel may be collected within 14 days. If the parcel is not collected within that period, it will be returned to the sender. The Products ordered, excluding personalised Products, will then be refunded or dispatched again, with the additional delivery costs payable by the Customer.

No claim concerning delivery will be accepted when the carrier’s electronic tracking system shows that the parcel has been delivered.

Amendments to these General Terms and Conditions of Sale

SYLFOS® reserves the right to amend the content or characteristics of these General Terms and Conditions of Sale at any time. Each order implies acceptance of the version in force when that order is confirmed.

If one or more provisions are deemed invalid or declared invalid under any law, regulation or final decision of a competent court, the remaining provisions will remain in full force and effect.

Intellectual property

SYLFOS® owns all intellectual and industrial property rights relating to the website and the SYLFOS® trademarks or holds the relevant rights of use.

Access to this website does not grant the user any rights over the intellectual property associated with the website, which remains the exclusive property of SYLFOS®.

The overall structure of the website and all accessible elements, including texts, photographs, still or animated images, icons, maps, sounds, videos, software, databases, data and all other components, are the exclusive property of SYLFOS®.

No part of the website may be reproduced, displayed, modified, transmitted, published, adapted or exploited, in whole or in part, on any medium or by any means, without SYLFOS®’s prior written permission. This prohibition specifically includes scraping and the use of automated robots to extract or reproduce any part of the website, including Product offers, particularly for commercial purposes.

Framing techniques may not be used to incorporate any SYLFOS® trademark, logo or other information — including images, text, presentation or layout — without SYLFOS®’s prior express written consent. Meta tags or other hidden text containing the SYLFOS® name or trademarks may not be used without prior written permission.

Any unauthorised use of all or part of the website may result in appropriate legal action, including action for infringement. Hyperlinks to any part of the website may not be inserted without SYLFOS®’s prior written permission.

Consumer complaints and disputes

If a complaint remains unresolved, the Customer must submit the matter in writing to Laboratorio SYLFOS® by email at info@sylfos.eu.

Except where particular difficulties arise, Laboratorio SYLFOS® will endeavour to process any justified request within a maximum period of three weeks.

Where necessary, the parties reserve the right to refer the matter to the competent court.

August 2025