TERMS AND CONDITIONS OF PURCHASE
PLEASE READ THE LEGAL NOTICE AND GENERAL TERMS AND CONDITIONS OF USE CAREFULLY BEFORE USING THIS WEBSITE
Merely visiting and/or using this website makes you a user, a condition that you accept in doing so. From that moment on, these conditions are not only applicable and binding for us, but also for you.
This document establishes the conditions governing the sale and purchase of products through this website (hereinafter “Conditions of Purchase”), and the content of our “Legal Notice and General Terms and Conditions of Use” and our “Privacy Policy” also apply. Please read them before using this website or placing an order here. If you do not agree with their content, you should not use this website.
If you have any questions regarding these Conditions of Purchase, you may contact us using the telephone numbers and email addresses listed in the “Customer Service” section of this website.
1.Introduction
1.Through this website, sales will only be made for orders placed and delivered in India.
2. Sales will be made by SPA LIFESTYLE PRIVATE LIMITED, our subsidiary registered at 432-440, 3rd Floor, Opposite Metro Pillar No. 89 MG Road, Sultanpur, New Delhi - 110030 Haryana.
3. You will go directly to the website of SPA LIFESTYLE PRIVATE LIMITED, which will sell the product you are interested in. Before making your purchase, please read and accept the “Conditions of Purchase” and any other legal notices of SPA LIFESTYLE PRIVATE LIMITED.
When you make your purchase through our website you can either enter your personal data solely for the order and purchase you wish to make at that time, or enter your data to register as a user, to place both that order and any others in the future, which also gives you a series of advantages (see the advantages for registered users in our Frequently Asked Questions section).
2. Parties to the sale and purchase
Vendor: SPA LIFESTYLE PRIVATE LIMITED, registered at 432-440, 3rd Floor, Opposite Metro Pillar No. 89 MG Road, Sultanpur, New Delhi - 110030 Haryana (India) with tax identification number 07AAJCS8974K1ZH (hereinafter “LLADRÓ”, “we”, “us” or “Vendor”).
Buyer: Any user who enters their personal data on the purchase form, previously accepting these Conditions of Purchase and the Privacy Policy (hereinafter “you”, “user” or “Buyer”).
3. Performance of the sale and purchase
1.Placing an order through our website implies the Buyer’s acceptance of these Conditions of Purchase and the Privacy Policy provided on this website.
2. The contract may be drawn up in the Buyer’s choice of the languages in which these Conditions of Purchase are made available on this website.
3. Orders placed by the Buyer shall be subject to acceptance by Vendor. This acceptance or, if applicable, non-acceptance of the order will be communicated by email.
4. Buyer’s obligations
1.The Buyer must be of legal age and have the legal capacity to enter into contracts.
2. The Buyer shall use this website only for legally valid inquiries, requests or orders.
3. The Buyer shall provide their email address, postal address and/or other contact information requested in a truthful and accurate manner, consenting that the Vendor may use this personal data when necessary and as provided in the Privacy Policy on this website.
4. The Buyer shall pay the agreed price using any of the methods provided on this website.
5. Vendor’s obligations
5.1.The Vendor’s primary obligation is to deliver the products ordered by the Buyer through their online order that have been accepted by the Vendor, as confirmed by email, taking into account the conditions set forth below:
5.1.1. All orders are subject to the availability of the products ordered. If the product you selected is not available at the time of purchase, either because it is made to order or due to lack of stock, we will notify you as quickly as possible. If it is not possible to process your order, we will refund any amount paid to the original payment method. The specific conditions applicable to certain types of products, as well as the corresponding delivery timeframes, are set out in Section 8 (Delivery Times) of these Purchase Conditions.
5.1.2. Unless a different delivery timeframe is specified on the relevant product page or the specific conditions set out in Section 8 (Delivery Times) apply, the Vendor will dispatch the products included in the order confirmation within an estimated period of seven (7) business days. Under no circumstances will the maximum statutory delivery period of thirty (30) days from the order confirmation be exceeded, unless the Buyer has been expressly informed of a different delivery timeframe.
5.1.3. If for any reason we are unable to meet the delivery date, we will notify you and give you the option to proceed with the purchase and set a new delivery date or cancel the order with a full refund of the price paid.
5.1.4. Delivery of the order shall be deemed to have taken place when the Buyer, or a third party on the Buyer's behalf, takes physical possession of the products. The Buyer, or such third party, shall be required to sign for the order upon delivery at the agreed delivery address as proof of receipt.
5.1.5. If neither you nor another person on your behalf will be at the delivery location at the agreed time, you must contact us sufficiently in advance to arrange delivery on another day. If we are unable to deliver your order because there is no one at your address to receive it, we will try to contact you to set an alternative date or location. If we are unable to locate you or cannot find a valid alternative, your order will be returned to our warehouse and we will leave you a note so that, if you wish, it can be sent to you again.
5.1.6. If fifteen (15) days have elapsed since the first attempt to deliver your order and it has not been delivered, for no cause attributable to LLADRÓ, we shall consider the purchase contract terminated and we shall refund any amounts received from you within ten (10) days of the contract termination date, minus the original shipping costs and the cost of returning the product to our warehouse, as well as any fees or taxes that we had to pay in connection with the shipment.
5.2. LLADRÓ shall not be liable for any failure or delay in the performance of any of its obligations when due to events beyond its reasonable control.
5.3. To the extent permitted under applicable law, LLADRÓ shall not be liable for any indirect, incidental, special, or consequential damages arising out of or in connection with the use of this website or the purchase or delivery of products. In any event, the total liability of LLADRÓ in respect of any claim arising out of or in connection with the purchase of products shall be limited to the price paid by the Buyer for the product giving rise to such claim.
6. Price and shipping costs
1.The price of our products, including any applicable indirect consumption taxes, as well as the shipping costs, will appear on the screen during the order process before you confirm the order and will correspond to the country you have selected as the destination of the goods. If you change the destination country, prices and shipping costs may also change.
2. At any time, LLADRÓ may change the price of the products and shipping costs, without prior notice, although LLADRÓ will always apply the price in force when your purchase order is received.
3. You expressly authorize us to issue your invoice either electronically or as a hard copy, interchangeably, unless you are making a gift purchase, in which case it will be sent electronically and only to you. If you wish to exercise your right to receive a hard copy, let us know by contacting us at the telephone numbers and addresses listed in the “Customer Service” section.
7. Payment method
1.For purchases made through this website, payment is accepted via Credit Card, Debit Card, Net Banking, UPI, Wallet, Bank Transfer, or Cash on Delivery (COD), subject to availability.
2. The card data provided by the Buyer on the purchase form shall be transferred over a secure connection directly to the bank, so the Vendor will not have access to this data.
3. If the Buyer chooses to pay by bank transfer, the full amount of the order must be received within three (3) calendar days from the date the order is placed. If payment has not been received within this period, the Vendor may cancel the order.
4. If the Buyer chooses Cash on Delivery (COD) as the payment method, it will only be available for orders with a total value of less than ₹2,00,000 (Indian Rupees Two Lakhs). Orders equal to or exceeding this amount must be paid using another available payment method.
5. As a general rule, the Vendor will begin processing the order and arrange for shipment only after receiving confirmation that payment has been successfully received, regardless of the payment method selected. Buyers who choose to pay by bank transfer are encouraged to send proof of the transfer to Customer Service in order to facilitate payment identification and expedite the processing of the order.
6. The price of the products ordered must be paid in Indian rupees.
7. By authorizing the payment you are confirming that you are the legitimate cardholder. To minimize the risk of unauthorized access, your credit or debit card information will be encrypted. Credit or debit cards will be subject to checks and authorizations by the card issuer. If the issuer does not authorize payment, we will not be able to enter into a contract with you or sell you our product.
8. Notification of shipment, delivery time and place
8.1. As a general rule, the delivery timeframe applicable to each order will be the one indicated during the purchase process and on the relevant product page. Unless a different delivery timeframe is expressly stated, the delivery period shall be as provided in Section 5.1.2 of these Purchase Conditions.
Where a product is subject to specific manufacturing, customization, or availability conditions, the provisions set out in the following sections shall apply.
8.1.1. Made-to-Order products
Certain creations are exclusively upon receipt of an Order. In such cases, the relevant product page will clearly indicate this circumstance together with the estimated delivery timeframe. Such timeframe is provided for guidance only and shall begin to run once payment of the order has been successfully confirmed.
8.1.2. Personalized/customized products
Personalized products, or products manufactured in accordance with the Buyer's specifications, will enter production only after the order has been confirmed and payment has been successfully received. Where applicable, the estimated delivery timeframe will be indicated on the relevant product page or during the purchase process.
8.1.3. Pre-sale products
Certain products may be offered on a pre-order basis. This means that, at the time the order is placed, the product is not yet available for shipment. However, the Buyer may purchase the product in advance and it will be shipped once it becomes available.
The estimated availability or shipping date will be indicated on the relevant product page. Such date is provided for guidance only and may be subject to change. Should a significant delay occur, the Vendor will notify the Buyer as soon as reasonably possible.
8.1.4. High-demand products
Certain products may be temporarily unavailable for immediate delivery due to high demand. This circumstance will be expressly indicated on the relevant product page. The Buyer may place the order, and the product will be shipped as soon as it becomes available again.
8.2. The Buyer will be notified by email once the Order has been dispatched. The products will be delivered to the shipping address specified when placing the Order, provided that such address is located in one of the countries listed in Section 1 and is not a P.O. Box. Due to the nature of the shipping services used by the Vendor, deliveries to P.O. Boxes cannot be accepted.
8.3. Once the Order has been dispatched, the Buyer will receive the products within the delivery timeframe communicated in accordance with these Purchase Conditions and the information provided during the purchase process.
8.4. The risk in the products shall pass to the Buyer upon delivery. Title to the products shall pass to the Buyer once the Vendor has received payment in full of the purchase price and any other amounts due, including, where applicable, shipping charges, or upon delivery if this occurs at a later time.
8.5. White Glove Service
White Glove Delivery Service is available for eligible on orders valued above ₹4,00,000 within Delhi NCR. The service includes scheduled delivery and specialized handling to ensure safe transportation. For eligible orders outside Delhi NCR, products will be securely packaged and shipped through Lladró's trusted logistics partners while maintaining the highest standards of care and protection. Service availability and eligibility remain at Lladró's sole discretion.
The specific terms, conditions and scope of the White Glove Delivery Service are set out in Section 9 of these Purchase Conditions.
9. White Glove Service
9.1. The White Glove Delivery Service is available exclusively for orders valued above ₹4,00,000 delivered to addresses within Delhi NCR. This service has been specially designed to ensure the highest standards of handling, transportation and delivery for creations requiring exceptional care. For deliveries outside Delhi NCR, High Porcelain creations will continue to benefit from Lladró's premium packaging and secure transportation through its authorised logistics partners.
9.2. Products available in India will generally be delivered within one (1) to three (3) business days following order confirmation and successful payment. For products shipped from Lladró's warehouse in Spain, the estimated delivery timeframe indicated on the corresponding product page shall apply. Once the product arrives in India, the White Glove Delivery Service will be scheduled and completed within an additional one (1) to three (3) business days.
9.3. Delivery appointments will be coordinated in advance with the Buyer. The Buyer shall ensure availability at the agreed delivery date and time. Lladró reserves the right to reschedule any delivery appointment where reasonably necessary, including due to weather conditions, transportation delays or operational requirements.
9.4. The White Glove Delivery Service includes the careful transportation and delivery of the purchased products, unpacking of the sculpture at the delivery location, placement of the sculpture within the Buyer's premises and, upon the Buyer's request, removal of all packaging materials.
9.5. The Buyer shall ensure safe and unobstructed access to the intended location of the sculpture and shall verify that the selected location is suitable for the dimensions and weight of the piece. The Buyer is also requested to inspect the sculpture upon delivery. Any visible damage or concerns must be reported to the delivery team before they leave the delivery address.
9.6. The White Glove Delivery Service includes placement of the sculpture only and does not include wall mounting, electrical installation, drilling, structural modifications or interior design services. Once the sculpture has been placed and accepted by the Buyer, any subsequent relocation shall be the sole responsibility of the Buyer.
9.7. Acceptance of the delivery by the Buyer, or by a third party acting on the Buyer's behalf, shall confirm that the sculpture has been received in satisfactory condition.
10. Warranty
1.LLADRÓ will accept the return of any product that has been damaged in shipping or has a manufacturing defect.
2. In the case of breakage or damage, the Buyer will have three (3) calendar days from the time the product is received to contact our Customer Service Department in writing and they will be informed of the procedure for returning the goods.
3. In the case of manufacturing defects, the Buyer must notify LLADRÓ (Customer Service Department) as soon as they notice the issue and will be informed of the procedure for returning the merchandise.
4. Please note: LLADRÓ products are handcrafted and every piece is unique and unrepeatable, so each of them may show small differences from the rest of the pieces in the series. The pictures of the pieces may also vary slightly from the original models. None of these variations or differences constitute a manufacturing defect. Quite the opposite: this adds value to each piece.
11. Lladró Assurance Program
11.1. Purchases made on this website under the "LLADRÓ ASSURANCE" extended warranty program are subject to the following terms and conditions:
11.1.1. During the first 12 months from the date of purchase, and provided that the “LLADRÓ ASSURANCE” extended warranty has been activated pursuant to these specific terms and conditions, in the event of breakage of a piece, Lladro shall replace the piece free of charge upon written request from the customer However, the shipping costs of returning the damaged piece, as well as the shipping costs of the replacement piece, shall be borne by the customer. Notwithstanding the above, jewellery collections have a free replacement coverage in case of breakage for the first 24 months from the date of purchase.
11.1.2. If during the first twelve (12) months or twenty-four (24) months, the latter period applying to pieces from the jewellery collection, the customer has already made use of the “LLADRÓ ASSURANCE” extended warranty program and Lladro has already replaced the piece free of charge, the customer may no longer request a free replacement, even if the replacement is requested within the time limits specified above. In such cases where breakage has occurred, the customer may purchase the piece again, with a 33% discount on the retail price.
11.1.2. After the first twelve (12) or twenty-four (24) months, the latter period applying to pieces from the jewellery collection, the customer shall not be entitled to a free replacement of the piece. In such cases, the customer may purchase the piece again, with a 33% discount on the retail price at the time of purchase of the new piece. The shipping costs of returning the damaged piece, as well as the shipping costs of the replacement piece, shall be borne by the customer.
11.1.3. In the case of purchases made by customers resident in Japan, the period of coverage is three (3) months, and not twelve (12) months. For the sake of clarity, the terms and conditions for the purchase of pieces from the jewelry collection shall be maintained as envisaged throughout the document, even in the case of purchases by customers resident in Japan.
11.2. All pieces not covered by the “LLADRÓ ASSURANCE” extended warranty program and, in particular and by way of example, but not limited thereto, all products from the Lighting category (chandeliers, ceiling, floor, and wall lamps) and those in the Light&Scent category (lithophanes and domes with candles or LEDs, cordless lamps, and home fragrances of all types, candles, diffusers, and refills) are excluded.
11.3. If the piece whose warranty has been extended through “LLADRÓ ASSURANCE” has been withdrawn from the catalogue or is out of stock, the customer may choose or purchase, as appropriate, another piece of equal or lower price than the piece whose warranty has been extended. Under no circumstances shall the difference in price between the piece whose warranty has been extended and the piece subsequently acquired using the “LLADRÓ ASSURANCE” extended warranty program be compensated, in cash or otherwise, if the price of the latter is lower.
11.4. In order for the “LLADRÓ ASSURANCE” extended warranty program to be applicable, the customer must return the damaged piece to Lladro. We may also request an ID document in order to check that the customer’s details match those of the holder of the extended warranty program. Additionally, the “Lladro” logo on the base of the piece must be intact to prove its authenticity.
11.5. The partial replacement of the piece is excluded from this extended warranty program, i.e., the replacement of broken or damaged accessories.
11.6. To benefit from this extended warranty program, it must be activated at www.lladroassurance.com within a maximum period of 1 month from the date of purchase of the product.
12. Return and withdrawal policy
1.Free 30-day return policy.
2. To exercise this right of withdrawal, you must send an unequivocal declaration of your desire to withdraw from the contract in writing to e-boutique@us.lladro.com within the period established above (you may use the withdrawal form in our Contact section if you choose). Our Customer Service Department will promptly notify you by email of receipt of your withdrawal and will contact you to explain how to return the product.
The product you return to us must be in perfect condition and in its original packaging, taking into account the exceptions provided for in article 11.4.
Once the Vendor has authorized the return and provided the Buyer with the necessary return instructions and return shipping label, the Buyer must deliver the product to the designated carrier within fourteen (14) calendar days.
If the Buyer does not deliver the product to the carrier within such period and does not respond to the Vendor's communications regarding the return, the Vendor may consider the return request inactive and close the corresponding return case.
If the Buyer wishes to initiate a new return request at a later date, the Buyer must contact Customer Service again, provided that the applicable return period set out in Section 12.1 of these Purchase Conditions has not expired.
3. Once the product has been received by the Vendor, it will reimburse any payments received from you, including delivery charges (except for additional charges resulting from your choice of a delivery method other than the least expensive ordinary delivery method we offer). These amounts will be refunded using the original payment method within thirty (30) calendar days of the date we receive notification of your decision to withdraw from this contract, provided that we have received the product that you return to us within that period.
4. Exceptions to the right of withdrawal
You shall not be entitled to withdraw from contracts to supply any of the following products:
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Customized products
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Candles or Home Fragrances products that have been unsealed after delivery.
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Earrings / Personalized jewelry (for hygienic reasons).
The right to withdraw from the contract only applies to products that the Buyer returns in the same condition they were received. No refunds will be given for products that have been used, products not in the same condition in which they were delivered or products that have been damaged (except as provided for in article 9). The product must be returned with all its original packaging, warranty booklets, instructions and any other documents shipped with it.
13. Taxes and customs duties.
14. Data protection.
With regard to the personal data you provide during the checkout process, please refer to oura “Privacy Policy” on this website.
15. Intellectual and industrial property
The Buyer acknowledges and represents that all copyrights, trademarks and other industrial and intellectual property rights to the materials or contents on this website belong to LLADRÓ or its licensors (see “Purchase Notice and Conditions of Use” for this website). You may only use said material as expressly authorized by us or our licensors.
16. Notifications
1.Through this agreement and your use of this website, you are agreeing that communications with us may be by electronic means and you acknowledge that all contracts, notifications, information and other communications that we send to you electronically comply with legal requirements that they be in writing.
2.Notifications you send us should be sent to our email address e-boutique@es.lladro.com.
3.We may send communications to you either to your email address or to the postal address provided when placing your order.
17. Applicable law
This purchase contract is governed by Spanish law. Without prejudice to the foregoing, LLADRÓ shall not deprive any consumer of their rights, nor of any consumer protection provisions that may apply under the laws of the country in which the customer has their habitual residence.
PLEASE PRINT OR SAVE a copy of this contract so that you may refer to its contents at any time and have a record of it.
18. Grievance Redressal
The Vendor has established a grievance redressal mechanism in accordance with applicable law. Customer grievances may be addressed to the Grievance Officer (Customer Service) at:
All complaints shall be acknowledged within 48 working hours and resolved within 30 days from the date of receipt.