Terms of use
TöuFood

Welcome to the online shop TÖUFOOD managed by the company “GASTROCULTURA MEDITERRÁNEA S.L.”. We put at your disposal our wide catalogue of ingredients, machinery, utensils and in general, everything necessary for the professional, and lover, of gastronomy. If this is your first visit to the website, it is important that you read this information document before placing any order.

This agreement regulates the general conditions of purchase of the various products and services offered on this website by GASTROCULTURA MEDITERRÁNEA S.L., hereinafter Töufood, with Tax Identification Number B65972010 and address at C/ PRINCEP JORDI 1-5, LOCAL 3, 08014 BARCELONA.

The CLIENT, when completing the registration process and purchasing any of our products, expressly accepts and submits to the clauses specified below, as well as the conditions of access and use of our portal and its privacy policy, accessible through the link “Legal Notices and Privacy Policy”.

The CUSTOMER acknowledges having sufficient legal capacity to enter into a contractual obligation.

This contract is permanently accessible in the legal notices on our website.

1. PURCHASING SUPPORT

1.1 Making the purchase

To purchase the desired item, click on the “Add to cart” button that appears on each product page and a window will appear with two options: “Continue shopping” or “View my order”.

If you wish to continue shopping, the selected product will be added to your cart while you continue to browse the site and see if you like anything else. You can keep adding products to your cart and continue shopping as many times as you wish. If, on the other hand, you wish to pay and finalise your purchase, “View my order” will be your option.

Step 1 (Order): By clicking on “View my order” you will be redirected to a page where you can see a summary of your order. If you want to delete products or change quantities of the selected products, you can do so on this page. Carefully review the selected products and their characteristics. When you are sure of your purchase click on “Go to checkout”.

Step 2 (Identification): Before you go to the checkout it is important for us that you identify yourself. This way we will have your contact details in case we need to contact you or if we need to send you a shipment. If you already have an account with us simply enter your email and password and go to step 3. If this is your first time, we will create an account for you.

Enter your email address on the left side of the screen and click on “create an account”. On this screen, you will be asked to fill in all the requested fields and, when finished, click on Register. *If you are not buying as a company, you can ignore the company details.

Step 3 (Address) On this screen you can add as many delivery addresses as you wish by choosing the one you want for your current order from the drop-down menu above. You can use one delivery address and a different billing address. If you have already selected the desired address, click on “Go to box”.

Step 4(Transport) On this screen you will be informed of the transport options you can choose for your order. Confirm that you have read and accepted the general terms and conditions of sale and proceed with payment.

Step 5 (Payment) Choose from the options the payment method that suits you best and complete your purchase. Within minutes of completion you will receive an email with all the information about your order and, very importantly, your order number which you can use to contact us if you have any questions about your order. Your order is on the way!

1.2 Order tracking

Now that you have made your purchase, you can track your order.

If you have any queries, you can send them to the same email address you gave us when you registered or by logging into your account to see updates on your order.

Email: Whenever the status of your order is updated or if we need to contact you regarding your order we will contact you via email. These emails will mostly be for information purposes so that you are always aware of the delivery of your order.

Your account: Also use your account to view your order updates. You will also be able to see a history of your orders and a lot of other information.

Please make a note of your order number as this will help us to speed up communication when contacting us. This will make it easier for us to locate your order and help you with anything you need.

Check the status of your order. The information that appears in the status of your order will change as the order is prepared. You will be able to track and know where it is at all times, whether it is being prepared, picked up by the carrier or already delivered.

In addition, if the seller wants to communicate any extra information to you, your comments will appear after the “Order Status” field. Very useful if we want to communicate a change in the delivery time of the order or give any kind of complementary information.

PAYMENT METHODS

We offer three possibilities for you to choose from when paying for your order. Remember that your data is fully protected and encrypted by a Registros.netSSL security certificate.

No additional charges will be applied for either method of payment.

Bank transfer

No fees will be charged for payments by bank transfer.

If you choose this option, once you confirm the purchase you will receive an informative email to your email address detailing, in addition to other information, the bank details you will need to make the transfer to the bank account indicated. Remember to always include your order number on the transfer order for easy identification. If you wish, you can also send us the bank receipt of the payment to our “Contact” address. This act speeds up the administrative procedures related to our invoicing department and therefore expedites the prompt delivery of your order. We remind you that payment by bank transfer delays the management of the purchase until “GASTROCULTURA MEDITERRÁNEA, S.L.” confirms receipt of payment to the bank account indicated.

IMPORTANT:

You have a maximum of 10 days to make the bank transfer once you have placed your order.

On expiry of this period, “GASTROCULTURA MEDITERRÁNEA, S.L.” will no longer be able to guarantee the stock of the products included in your order. If after 10 days you pay for the order, and if any product is no longer in stock, we will contact you to find the best solution for the interests of both parties. But in the event that you require the return of the amount of products out of stock, “GASTROCULTURA MEDITERRÁNEA, S.L.” will not be responsible for bank charges arising from this action, being you responsible for paying them and therefore, being deducted from the total amount that “GASTROCULTURA MEDITERRÁNEA, S.L.” would pay into your account.

Credit card.

No fees will be charged for credit card payments.

Once you have confirmed your purchase and payment is made by credit card (Visa or Mastercard), your account is officially debited immediately before the goods leave our warehouses, and not before.

Credit card. Make sure that your card issuer allows you to use your card for online payments.

Cash on delivery

Cash on delivery is the fastest for Spain (except the Canary Islands -prior payment-). You will pay cash to the courier agent when you receive the order. Our logistics company is MRW and manages the cash on delivery service. The transport company will apply a surcharge of 2.2% on the invoice value, with a minimum of €2.5 and a maximum of €122.22 (VAT not included). Payment of this amount will be made to the carrier at the same time as payment of the order. By selecting the cash on delivery payment method, you accept this condition of service. This percentage is not managed by “GASTROCULTURA MEDITERRÁNEA, S.L.” it is an exclusive charge of MRW.

SHIPPING POLICY

General information

Shipping costs are not included in the price of the article. They are automatically included later in the purchase confirmation process, depending on the relationship between the weight and volume of the order and the final destination of the shipment. Deliveries are managed by the transport company and MRW service. The costs are linked to the weight/volume ratio of the order and final destination.

The approximate delivery time is 3/4 days after the order has been charged to the credit card or after the order has been completed after receipt of the total amount of the payment in the case of bank transfer.

The delivery time of a product is the sum of the “availability” time indicated by the product and the transport transit. If for any reason the order has to be delayed (lack of stock, transport strikes etc.), we will try to inform you as soon as possible. For security measures “GASTROCULTURA MEDITERRÁNEA, S.L.” does not accept cash on delivery for deliveries outside the peninsular territory, these payments must be made by bank transfer or credit card.

Delivery is by door-to-door service. If the agency is unable to contact you at the address indicated, they will leave notice to arrange a new delivery.

Once your order has been sent, “GASTROCULTURA MEDITERRÁNEA, S.L.” will change the status of your order to “Sent”, also adding the tracking number in the “Comments” field. (*) You can find more information in the Order Tracking section. However, you can request the tracking number at any time to know the location of your shipment or contact the agency directly.

IMPORTANT:

  • Shipments must be paid for before the goods are dispatched (with the exception of cash on delivery).
  • When placing your order and after filling in the registration data you can see the shipping costs. Please review the information you have entered before finalising your order.
  • Once you have received the goods, if you see on the packaging of your order any marks or signs of incorrect handling, crushed, wet, open packages, etc., you must state this on the delivery note of acknowledgement of receipt from the transport agency. This simple but important gesture will cover you against possible damage or loss of the goods and will facilitate any subsequent handling of the goods. (*) For more information on damages in the transport process, please see the section on Complaints and returns. (*) For more information about the “Comments” box on your order, please check the Tracking section of your order..

Rates

Shipping costs are not included in the item price, depending on the volume and weight of the total sum of the items the shipping cost is calculated. We use advanced e-commerce software that automatically indicates to you when processing your order the corresponding shipping costs based on the destination address you have indicated.

TAX POLICY

Mainland Spain and Balearic Islands

If you are a company you must provide us with your TVA number (or VAT, NIPC, UST or P.IVA number). If you are a private individual, you must provide us with your personal identification number or passport number. These data are essential for a legally guaranteed shipment.

An invoice will be issued with the VAT corresponding to each item (4% books, 21% other products), and then you as a company will be able to deduct it.

Canary Islands, Ceuta and Melilla

Shipments to the Canary Islands, Ceuta or Melilla will not include VAT. All orders go through the customs office and generate a IGIC charge from the island administration, which is the sole responsibility of the customer. You are responsible for the IGIC zone taxes as well as any customs duties. If you do not pay these taxes, your order will be abandoned and “GASTROCULTURA MEDITERRÁNEA, S.L.” will be excluded from all responsibility and will not be obliged to refund the amount of the purchase or the delivery costs.


PRIVACY POLICY

General
“GASTROCULTURA MEDITERRÁNEA, S.L.” expressly guarantees that the data you provide will be kept absolutely confidential.

Processing of your personal data

In order to process your order and to assign the rights of reproduction of the images to our customers, we require certain personal data such as company name, VAT number, name and surname, address, telephone number and e-mail address, which are processed in computerised form. You expressly consent to this data being stored in our customer database for internal use.

In accordance with the provisions of Organic Law 15/99 of 13 December 1999 on the Protection of Personal Data and its implementing regulations, you may, at any time, access, modify or request that we delete your personal information from our database via our website or by sending an e-mail to info@toufood.com.

The processing and management of these files complies with the stipulations of Royal Decree 994/1999, of 11 June, which approves the regulations on security measures for automated files containing personal data.

“GASTROCULTURA MEDITERRÁNEA, S.L.” does not, under any circumstances, sell information about its customers to third parties nor will it pass on any of their data.

Security
“GASTROCULTURA MEDITERRÁNEA, S.L.” takes all necessary measures to protect the confidentiality of your personal information.

Only authorised employees have access to the databases that store user information or to the servers that host our service.

Modification
“GASTROCULTURA MEDITERRÁNEA, S.L.” reserves the right to modify its confidentiality policy due to a change in legislation, jurisprudence or in accordance with its criteria or business practice.

For any questions or clarifications regarding our privacy policy, please contact us at info@toufood.com.

Data

In accordance with the provisions of Organic Law 15/1999, of 13 December, on the Protection of Personal Data (LOPD), the client/user is informed and gives his/her consent to the incorporation of his/her data into a file for which “GASTROCULTURA MEDITERRÁNEA SL” is responsible and which has been duly registered with the Spanish Data Protection Agency for the purpose of informing him/her about the products and services requested, as well as sending commercial communications about them. We also inform you of your rights of access, rectification, cancellation and opposition, which you may exercise at the registered office of “GASTROCULTURA MEDITERRÁNEA SL” at C/ PRINCEP JORDI 1-5, LOCAL 3, 08014 BARCELONA/SPAIN.

You also agree that the data included may be communicated to us for the purpose of sending you commercial notifications related to your activity.


COMPLAINTS AND RETURNS

Claims for damage during transport

Once you have received the goods, if you see on the packaging of your order any marks or signs of incorrect handling, crushed, wet, open packages, etc., you must state this on the delivery receipt form of the transport agency. This simple but important gesture will cover you against possible damage or loss of the goods and will facilitate any subsequent handling of the goods.

IMPORTANT:
You have a period of 24 hours to notify us of any breakage of your order during transport so that the damaged product can be replaced free of charge. After this period, “GASTROCULTURA MEDITERRÁNEA, S.L.” will not be held responsible for this incident.

How to make a claim for transport damage

To make a claim for breakage or damage to the products produced during the transport process, you must contact us by clicking on the “Contact” tab on this website and provide us with the following information:

  • Tax name or personal name under which the purchase was made.
  • Order number (present on your proof of purchase).
  • Reference number, product name and quantity damaged.
  • Clear and detailed description of the reason for the complaint specifying the condition of the goods and the damage visible on the packaging of the goods and the boxes received.
  • Photographs clearly showing the damaged product.
  • Photographs clearly showing the damaged packaging of the products and also of the boxes received (inner and outer packaging).

Once you have sent this information “GASTROCULTURA MEDITERRÁNEA SL” will contact you within a maximum of 7 days to inform you of the resolution of the management. This process may take a few days as we will have to make the relevant claim to the transport agency responsible for the damage to the goods.

Claims for wrong or faulty goods

In the event that you receive a defective item, you will have a period of 7 days from the date of receipt to inform “GASTROCULTURA MEDITERRÁNEA SL” of your complaint. After this period, no refund or replacement of the product will be guaranteed.

How to make a claim for wrong or faulty goods

To make your complaint, please contact us by clicking on the “Contact” tab and provide us with the following information:

  • Tax name or personal name under which the purchase was made.
  • Order number (present on your proof of purchase).
  • Reference number, name and quantity of the wrong or defective product.
  • Clear and detailed description of the reason for the complaint.
  • Photographs clearly showing the faulty or defective product you have received.

Once you have sent this information “GASTROCULTURA MEDITERRÁNEA S.L.” will contact you within a maximum period of 7 days to inform you of the resolution of your request.

In the event that the reason for the return is due to cause or error of “GASTROCULTURA MEDITERRÁNEA SL”, it will bear the cost of returning the item and our transport agency will pick up the product to the same address to which it was delivered. Then prepare the package for collection in its original packaging, and make sure that the labels have not been torn off and the item has not been used. The return must meet these conditions to be accepted.

Refunds and right of termination

“GASTROCULTURA MEDITERRÁNEA SL” by virtue of the provisions of the Law on the Regulation of Retail Trade as well as that regulated by Community regulations (Directive 97/7/EC), will not accept returns on sales of goods that can be easily and immediately reproduced or copied. The return of any goods shall require the agreement of both parties. “GASTROCULTURA MEDITERRÁNEA, S.L.” reserves the right to demand compensation to compensate for any damage suffered by the goods, as well as to recover the direct costs incurred by the return.

“GASTROCULTURA MEDITERRÁNEA, S.L.” will only accept the return of the goods if the return consists of the following requirements:

  • Within the period set for this purpose by law (7 days), the buyer exercises his right of withdrawal, the exercise of this right will be accepted only and exclusively when the goods are in the same condition in which they were delivered and ready for sale, with their original packaging and in perfect condition.
  • If the goods are defective, “GASTROCULTURA MEDITERRÁNEA, SL”, in accordance with the provisions of the Law on Defective Products, will immediately replace the product with an identical one.
  • “GASTROCULTURA MEDITERRÁNEA, S.L.” will also refund the amount of the goods when for reasons not attributable (whether direct or indirect) to it, it is unable to serve it or offer another similar under customer acceptance.
  • “GASTROCULTURA MEDITERRÁNEA, S.L.” will accept the return of the goods if the product received by the customer does not correspond to the one requested by the customer in the purchase order.

In the event of any controversy or conflict that may arise from the interpretation or fulfilment of these Particular Conditions of Purchase, the same shall be resolved before the Courts and Tribunals of the Province of Barcelona.

How to return a product

If you wish to return an article, you will have a period of 7 days from the date of receipt to inform “GASTROCULTURA MEDITERRÁNEA, SL” of this decision. After this period, “GASTROCULTURA MEDITERRÁNEA, SL” does not guarantee the refund of the amount. To return your order, please contact us by clicking on the “Contact” tab and providing us with the following information:

  • Tax name or personal name under which the purchase was made.
  • Order number (present on your proof of purchase).
  • Reference number, product name and quantity to be returned.
  • Photo of the product(s) received and to be returned
  • Detailed explanation of the reason for the return.

Once you have sent this information “GASTROCULTURA MEDITERRÁNEA, SL” will contact you within a maximum period of 7 days to inform you of the resolution of the procedure.

In the event that your return request has been approved, our courier company will collect the item at the time indicated by you. The transport costs are to be paid by you. If you prefer, you can send it with another logistics company, carriage paid. In the event that the reason for the return is due to cause or error of “GASTROCULTURA MEDITERRÁNEA, SL”, it will bear the cost of returning the item and our transport agency will pick up the product to the same address to which it was delivered. Then prepare the package for collection in its original packaging, and make sure that the labels have not been torn off and the item has not been used. The return must meet these conditions to be accepted.

Once the item has been received at our offices and thoroughly inspected we will contact you by email to inform you of the status of the return.

If the return has been accepted, from this date, we have 45 working days to refund the amount of the purchase except for the transport costs, which will only be refunded if “GASTROCULTURA MEDITERRÁNEA, SL” is solely responsible for the reason for returning the product. The refund will be made via the payment method used for the purchase.

If any of these conditions are not met, we will contact you to offer you the option of returning the items that have not been accepted. All costs incurred by the return, including the transport of these items, shall be borne by you. If you do not accept this option, “GASTROCULTURA MEDITERRÁNEA, SL” has the right to keep the articles and the amount thereof.

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