Caring
Dear customers,
We can’t possibly care about you. We don’t know who you are, what you dream of, what scares you. Therefore we won’t BS you about how much we care about our customers. We respect and acknowledge your intelligence.
What we mostly care about is making the best traveling, reassemblable and enduring shelters and furniture on Earth. Period.
This unassuming goal includes making sure that our products do what we aim them to do. That is why we have worked out a fair warranty policy.
If people like them, they will travel the seven seas. If they don’t, only a handful will remain, surviving many generations, crisis and hopefully no more wars.
Delivery
Free shipping in all our products!
Our shelters are made to travel, therefore you won’t pay extra to get them.
They move fast so you can live slow.
We ship to the following countries in Europe:
Austria*, Belgium*, Bulgaria*, Croatia*, Czech Republic*, Denmark, Estonia*, Finland*, France*, Germany*, Greece*, Hungary*, Iceland*, Ireland*, Italy*, Latvia*, Liechtenstein, Lithuania*, Luxembourg*, Monaco, Netherlands*, Norway, Poland*, Portugal*, Romania*, San Marino, Serbia, Slovenia*, Slovakia*, Spain*, Sweden, Switzerland and the United Kingdom.
*Euro Zone.
For inquiries regarding countries not listed above, please contact us at info@shelterhood.com
BFPO / PO Addresses: Please note that Shelterhood cannot deliver to BFPO or PO addresses. We apologise for any inconvenience this may cause.
Warranty policy
Shelterhood guarantees that purchased products are free from defects in workmanship, construction, and materials to the following extent:
-When purchasing one or more models, a 5-year warranty is provided from the date of delivery, provided that our products are only used indoors. If used for other purposes, the warranty is void.
If you encounter defects in a purchased product during the above warranty period, you should complain as soon as possible and within a reasonable time. If the complaint is justified, Shelterhood is obligated, at its own discretion and expense, to redeliver, repair or replace the product or relevant affected parts. If Shelterhood can resolve the defect within a reasonable time by repair or replacement, then this constitutes a complete fulfillment of Shelterhood’s obligations under this warranty. You, in that case, would not be entitled to further reimbursement or compensation.
This warranty does not cover damage or defects caused by:
- Wear and tear.
- Exterior damage and actions for which Shelterhood is not responsible including misuse of the product, inadequate or incorrect maintenance, or improper storage contrary to Shelterhood’s recommendations.
- Third-party materials used on the product or changes to the product without prior consent from Shelterhood.
- More intensive or abnormal use of the product than what can be reasonably expected for normal private use.
- Dramatic temperature variations or exposure to exceptional circumstances or conditions contrary to Shelterhood’s recommendations.
Natural variations occurring in wood cannot be considered faults or defects and Shelterhood does not guarantee color resistance or matching of colors, textures, or the surface hardness of such materials.
Complaints in accordance with the warranty described above must be made as soon as possible and within 30 days after the fault/defect is discovered. Complaints must be made in writing to Shelterhood Customer Service Department at:
Shelterhood
Avinguda Vall d’Aran 7
43206 Reus (Spain)
Or send us an email at info@shelterhood.com
Please include “Complaint” and Order Number in the subject.
The above warranty is without prejudice to the inalienable rights of consumers under the law.
Right of withdrawal
You have the right to make a return within 14 days after receiving your goods, for any reason and with no justification. Please note that you will lose your right of return if you do not declare the withdrawal of your purchase within 14 days after receiving your goods.
The costs of the freight are not included in your purchase. Expenses for returns may vary, depending on the size of the product. Please contact our customer service who will inform you about return expenses. You are responsible for the goods until we receive them, and if an item is broken or lost during shipment, you can be held accountable. In that case, it is your responsibility to document the return.
Please note that the right of withdrawal is annulled if you use the product in a way that reduces the sales value. The goods must be returned unused and in the same condition as they were upon receipt and in original packaging. If not, you will receive a refund equal to the state of the item.
Privacy Policy
This policy for handling personal data describes how Shelterhood collects and handles information about you. Shelterhood is the data controller for your personal data and operates in accordance with the present personal data regulations.
The data protection policy applies to personal data that you submit to us or which we collect via Shelterhood’s website.
The personal data protection policy below describes how Shelterhood collects and processes your personal data.
The policy also contains general information about how we process personal data in compliance with current privacy regulations and whom you can contact if you have any questions or comments about our guidelines.
PROCESSING OF PERSONAL DATA
We store your personal data for as long as it is relevant for the purpose for which it was collected. Personal data collected when an order is placed are stored for five years for accounting reasons and in compliance with our five-year warranty policy.
-Delivery of our products and services
-Registration in our IT systems
-Payment, invoicing, and bookkeeping
-Dispatching newsletters or other marketing material, and other marketing initiatives.
-Customer service and support plus
-Other day-to-day communication
YOUR RIGHTS
You are, at any point in time, entitled to gain access to the personal data we process about you as well as a variety of other information in this regard. You also have the right to have any inaccurate personal data about you rectified.
You are, under certain circumstances entitled to request, that personal data about you is deleted before the usual expiry of our retention period or to request restriction of the processing of your personal data. You are also, under certain circumstances, entitled to receive your personal data in a structured, commonly used and machine-readable format, and to have such data transmitted from one data controller to another without hindrance.
You are entitled to object to the processing of your personal data, when this is based on our legitimate interests, as well as you are entitled to object to our processing of your personal data for direct marketing purposes.
You can exercise your rights by contacting us. If you would like a copy of the data we have on record about you, please send a written request to info@shelterhood.com. You may be required to verify your identity.
WITHDRAWING YOUR CONSENT
When our processing of your personal data is based on your consent, you have the right to withdraw your consent at any time. The withdrawal of your consent shall not affect the lawfulness of processing based on the consent before its withdrawal. When you withdraw your consent, we will delete the personal data we process on the basis of your consent, unless we continue to process it on a different legal basis. If you wish to withdraw your consent, please contact us at xx or +34 616965565.
SHARING PERSONAL DATA WITH THIRD PARTIES
Data may be passed on to third-party partners who process the data on our behalf (data processors). We rely on data processors in connection with the technical operation of and improvements to our website, the distribution of newsletters and targeted marketing, including retargeting, and your evaluation of our company and products. These data processors are not allowed to use the data for any other purpose besides fulfilling their agreement with us, and they are required to treat the data as confidential. We have written data processing agreements with all the data processors who process personal data on our behalf.
If, in connection with our use of data processors (and sub processors), your personal data is transferred to any third countries (outside EU/EEA), we ensure a legal basis in accordance with GDPR chapter 5. If you have any questions specifically regarding the transfer of your personal data to third countries, please contact us by using the contact details provided in the last section of this privacy policy. In addition to this, we share information about your name, address, e-mail and telephone number as well as the order number and specific delivery requests with GLS or other carriers in charge of delivering ordered products to you.
Your personal data will further be shared with the payment service provider PayPal when you make a purchase in our web shop. PayPal is subject the present regulations for payment service providers, including security requirements.
Moreover, in certain circumstances and in compliance with the regulations, it may be necessary to share data with the relevant public authorities. For example, data may shared with the police in case of suspicion of fraud.
SECURITY
We keep your personal data secure and maintain internal guidelines on information security. Our internal guidelines about information security contain instructions and procedures to protect your personal data from being deleted, lost or altered, from unauthorized publication and from unauthorized or outside access or insight.
CHANGES TO OUR GUIDELINES
Shelterhood reserves the right to update and revise the guidelines in this policy. If we make any such changes we will publish the revised edition here with an updated revision date. We encourage you to review the policy regularly. If we make major revisions that significantly alter our policy we may also notify you in other ways, for example by e-mail, via the company website or via social media.