Purchasing policy

This section explains in detail in each Item how to proceed to register on our website, types of shipments, payment methods, how prices are implemented, how product warranties work and which are the contact methods for information and customer support.

REGISTER TO ACCESS THE PURCHASE

Once the products have been selected and included in the shopping cart, the customer must register to access it and complete the order.

It will include mandatory registration fields:

  • user name(email) and password.
  • personal or company data
  • name and surname
  • billing and shipping address
  • phone
  • e-mail

PRICES

The prices of each product in the lists are presented with VAT included, indicating below the gross price. In the final summary of the purchase will appear the total price, broken down with taxes and shipping costs included.

Prices are subject to change during the business year, with no obligation to post notices of changes on our website as well as discounts and promotions.

PAYMENT METHODS

The customer will then be asked to select one of our payment methods:

It will include mandatory registration fields:

  • Bank Card: Visa, MasterCard and American Express. For customer security we use Stripe's SECURE PAYMENT service.
  • Paypal: Pay securely through PAYPAL and pay in installments up to 3 installments without interest.
  • SeQura: Divide your purchases in up to 18 equal installments at no cost to you. Convenient and simple. One payment per month, instantly and without paperwork. At the time of purchase you only pay the first installment, the rest will be automatically charged to your card, always on the same day of the month you made the purchase. And if that day doesn't suit you, you can change it at no cost. Sounds good, doesn't it? Buy in 4,6,8,12 and 18 installments with seQura in a snap. No paperwork, no uploading of documents and immediate approval. Easy, fast and secure.
    1. Choose seQura's 4,6,8,12 or 18 installments as your payment method at the end of your order.
    2. Fill in 5 details and we will confirm your purchase instantly. Today you only pay the first installment (the chosen installment fraction).
    3. Enjoy your purchase without paying all together. The rest of the payments will be made automatically every month.

APPLICABLE WARRANTIES

The products offered through the Maese Lab website have a maximum warranty period of 2 years, except for those that due to the characteristics of the product have a lower expiration date. Our warranty policy is in accordance with the criteria and conditions described in the Royal Legislative Decree 1/2007, of November 16, which approves the revised text of the General Law for the Defense of Consumers and Users and other complementary laws. The warranty includes manufacturing or production defects, but not those caused by incorrect use of the materials.

CUSTOMER SERVICE

If you have any questions, doubts or complaints, please contact us:

It will include mandatory registration fields:

  • By sending us an e-mail to info@maeselab.com
  • Calling +34 935 164093 during business hours.
  • You can also contact us through our chat available on the home page.
  • Send us a message through the contact page of our website.

SHIPPING OPTIONS BY ZONE

You will then select one of the shipping methods available on our website:

WE INFORM THAT DUE TO THE NEW OPERATION AND TRANSPORT REGULATIONS AS OF COVID, DELIVERY TIMES MAY BE LONGER THAN USUAL. WE ARE WORKING TO BE ABLE TO RESPOND AS SOON AS POSSIBLE TO OUR CUSTOMERS' ORDERS. 

  • Variable rate home delivery, depending on weight and distance.
  • Pick up in store at no additional cost, option valid for the territory of Catalonia.
  • Shipments to the Canary Islands, Ceuta and Melilla, with variable costs according to weight + Customs costs.
  • Overseas shipments.

Shipping costs depend on two factors, the delivery distance and the weight of the package. Our system will calculate the price directly, once the selection of the delivery city and the total of products selected in the cart are completed.

For shipments abroad, the same shipping cost calculation procedure will be followed and in those countries that are subject to special Customs conditions, an extra fee will be applied according to the administrative regulations of your area.

IS THE RESPONSIBILITY OF THE CUSTOMER:

  • Attend the carrier once the delivery date has been set. Two delivery attempts will be made in case the customer is not at home. After these two notices, the carrier will withdraw the order from circulation and the goods will be returned to our establishment. Maese Lab will notify the customer that the order will be reimbursed minus the shipping costs, which will be borne by the customer. If the customer requests the same order to be shipped again, he/she will have to pay the shipping costs again.
  • The customer must always provide a contact telephone number in Spain or that corresponds to the same region or country where the shipment is made.

PENINSULARS

Spain

Portugal

  • Home delivery at a rate based on shipping calculation = distance + weight
  • Store pick-up at no additional cost
  • Shipping time 3 to 4 business days from the date of purchase.

BALEARIC ISLANDS

Majorca, Menorca and Ibiza:

  • Home delivery at a rate based on shipping calculation = distance + weight
  • Delivery time between 72 and 96 working hours.

EUROPEAN COMMUNITY

We ship to ALL the European Community
(All European Union - EU)
  • Home delivery from 9 € throughout the European Union. The rate is calculated according to distance (country) + weight = shipping.
  • Shipping time 4 to 7 business days from the date of purchase.
  • Not shipped to Overseas Territories or Country Islands.
  • The shipments include an insurance fee.
  • Maximum shipment 150 kg (for larger quantities contact the company).
NON-EU

San Marino
Switzerland
Turkey
Liechtenstein
Norway
Monaco
Montenegro
Iceland
Vatican City
Bosnia and Herzegovina

  • Home delivery from 12 €. Home delivery with a rate according to shipping calculation = distance + weight.
  • Shipping time 7 to 10 business days from date of purchase.
  • Customs duties are paid by the customer and are payable at destination.
  • Not shipped to Overseas Territories or Country Islands.
  • The shipments include an insurance fee.
  • Maximum shipment 150 kg (for larger quantities contact the company).

OUTSIDE

USA
CANADA
SOUTH AMERICA
MEXICO
JAPAN
CHINA
MALTA
SINGAPORE
SOUTH KOREA
AUSTRALIA
ARAB EMIRATES
INDIA
ISRAEL
QATAR

  • Home delivery from 30 €. The rate is calculated according to distance (country) + weight = shipping.
  • Shipping time from 7 to 15 business days from the date of purchase.
  • Customs duties are paid by the customer and are payable at destination (according to the legislation of each country).
  • The shipments include an insurance fee.
  • Not shipped to Overseas Territories or Country Islands.
  • Maximum shipment 150 kg (for larger quantities contact the company).

SHIPPING TO CANARY ISLANDS - Major Islands

Las Palmas and Tenerife:

Shipping costs: Shipping costs will be calculated on our website, in the shopping cart, once the customer has completed their address data and according to the delivery location and weight in kilograms comprising the order, each shipment will have a specific cost to know:

From 1 to 2 Kgs: ...............41,88€ (*)

From 2 to 5Kgs: .............. 51,19€ (*)

From 5 to 10 Kgs: ........... 54,11€ (*)

From 10 to 20 kgs: .......... 61,41€ (*)

From 20 to 30 kgs: ..........68,52€ (*)

From 30 to 40 kgs: ......... 73,90€ (*)

Customs costs: (*)The price of Customs Clearance will be 17,50€ for each shipment, and it is included in the price of the transport. This value is a fixed cost, which is paid at the time of purchase and the customer will not have to pay again at destination. The customer will absorb and pay the customs costs if necessary, at the time of submitting the relevant documentation for such export, in the public entity that demands it, ensuring that the legality of the process is effective.

Payment of Canary Islands Taxes: IGIC, Canary Islands General Indirect Tax . The customer with domicile in the Canary Islands, must comply with the taxes provided by its territory, According to the Law 19/2019, of December 30, General Budget of the Autonomous Community of the Canary Islands for 2020. Each product purchased on our website, according to its type, will be subject to a percentage of tax as appropriate, which will be absorbed by the customer and paid personally at the time you make your statement in your territory. Each customer should inform himself about this provision, being most of our product categories, alcohols, extracts, perfumes and essences, knowing in advance that these products are not tax exempt for the Canary Islands law.

Delivery time: The estimated delivery time of the order, from the moment it leaves our stores, is between 5 and 10 working days.

Shipments to Ceuta and Melilla:

Shipping costs: will be calculated by weight of the order. Up to 1 kilogram the cost will be 36,76€ + 22€ of customs clearance costs, from 1 Kg, 5,65€ will be added for each extra kilo in the shipment.

Customs cost: fixed amount of 22€. This value is a fixed cost, which is paid at the time of purchase and the customer will not have to pay again at destination. The customer will absorb and pay the customs costs, if necessary, at the time of submitting the relevant documentation for such export, in the public entity that demands it, ensuring that the legality of the process is effective.

Taxes: the taxes provided by the territory of Ceuta and Melilla will be paid by the customer at destination.

Each product purchased on our website, according to its type, will be subject to a percentage of tax as appropriate, which will be absorbed by the customer and paid personally at the time he/she makes his/her declaration in his/her territory. Each customer should inform himself about this provision, being most of our product categories, alcohols, extracts, perfumes and essences, knowing in advance that these products are not tax exempt for the law of Ceuta and Melilla.

Delivery time: it will take between 72 and 96 working hours from the time the order leaves our establishment.

PRODUCT DOCUMENTATION

CONDITIONS FOR THE ISSUANCE OF PRODUCT DOCUMENTATION
For your request must be reported in the comments section on the order form in the shopping cart. These documents can only be issued with delivery note/invoice number associated with the product and as long as they meet the following requirements by the customer, to be able to request it:
Product documentation will be provided to the customer upon request in the following cases:
1 - The customer shall submit company data, being a Manufacturer, Laboratory or having any other regulated professional denomination.
2- At the time of placing the order, you must request the invoice with the attachment Lot Reflected in Invoice in the remarks section.
3- Sample Request Policy:
3-1- Samples are not free of charge, they are subject to prior payment.
3-2- In this case the only documentation to be issued is: Technical Data Sheet of the requested product. The remaining documentation: Material Safety Data Sheet and Certificate of Analysis (IFRA and Allergens if applicable to the product) is subject to the conditions of section (4).
4- It must respect the minimum purchase quantities of each product, discriminated by categories, which will be detailed below:

Essential oils: minimum purchase 1000 ml per product.

Absolutes: minimum purchase 500 ml per product.

Fractions: minimum purchase 1000 ml per product.

Essences of Organic Composition: minimum purchase of 1000 ml per product.

Vegetable oils: minimum purchase 5000 ml per product.

Vegetable Waxes: minimum purchase 25000 gr per product.

Dyes: minimum purchase 1000ml per product.

Hydrolats: minimum purchase 5000 ml per product.

Natural Drugstore: minimum purchase 5000 ml/gr. per product.

Spices: minimum purchase 10000 gr. per product.

Flours: minimum purchase 10000 gr. per product.

Resins: minimum purchase 5000 gr. per product.

INFORMATION ABOUT OUR ORGANIC PRODUCTS

MAESE LAB CONSIDERS A PRODUCT TO BE 100% NATURAL WHEN:

1) Comes from Environmentally Friendly Agriculture.

2) It is free of petroleum derivatives.

3) It is free of Genetically Modified Organisms (GMO).

4) It is free of Heavy Metals.

5) It is free of pesticides.

6) The Company advocates Fair Trade.

7) It comes directly from small producers (promoting family businesses).

This implies that if a supplier complies with the above mentioned points, and can demonstrate them, it is not a condition to own a seal of a Private Entity that certifies it. Because for Maese Lab it complies with our quality protocols.

CROSS-BORDER DISPUTE RESOLUTION

You can access this link to keep up to date with the new European legislation.

https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home.chooseLanguage