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SHIPPING AND RETURNS VERY IMPORTANT

Incidents during transport are not common, but they are still a reality. It is important for the buyer to verify that the product is in satisfactory condition at the time of receipt and before signing the delivery receipt. If this is not possible, we recommend that the buyer note on the delivery receipt itself "PENDING REVIEW" and notify us in writing at info@solaremobility.com of any damage that occurred during transport within 24 hours of receiving the package.

SHIPPING, DELIVERY TIMES, AND WITHDRAWAL: We ship to all of Spain (Peninsula, Ceuta and Melilla, Balearic Islands, and Canary Islands) and countries within the European Union through the transport agencies associated with CELERITAS, except for stationary accumulators and some battery models that may be sent through other transport agencies.

In certain cases of bulky shipments (scooters, batteries, palletized materials, etc.), delivery will be made at street level, at the buyer's residence. In the event that the buyer's residence is in an area without access for a truck, delivery will be made at the nearest point to the residence that is accessible.

Mobility products are shipped semi-assembled to facilitate transport. All mobility products—whether new orders or repairs—are tested by our technical team; however, some products may require technical adjustments or tuning after delivery by the customer.

Products from solaremobility.com may have a delivery time of 4 to 25 business days.

Conditions for Lithium-ion Battery Renewal Service: This service is limited to replacing the original cells with new 18650 cells with the nominal capacity contracted by the customer. If the BMS (Battery Management System) is damaged, we can replace it with a new one if possible (please inquire about availability). The service is completed with a load and discharge test in a vacuum carried out by our qualified technicians.

Cyclomotor Registration Process: All cyclomotors that we sell are brand new; we do not have second-hand vehicles. In order to expedite the registration process in the name of each customer, all cyclomotors are initially registered in the name of our company (OLITE SOLAR XII SL), which transfers the vehicle registration to the name of each buyer at the time of sale.

Shipments to the Canary Islands are made by sea, with the seller exclusively covering the freight charges. Other associated expenses (fuel, customs clearance at origin and destination, IGIC, and other taxes, if applicable) will be paid by the recipient upon delivery.

If a product purchased by a customer is temporarily out of stock, they will be offered the option to modify their purchase to an alternative product or receive an immediate refund of the amount paid.

In accordance with Article 102 of Law 3/2014, of March 27, which amends the revised text of the General Law for the Defense of Consumers and Users and other complementary laws, the customer has the right to withdraw the order requested within fourteen calendar days from the day following receipt of the order, upon prior communication to OLITE SOLAR XII, S.L., using the withdrawal document or any other legally accepted means (email, postal mail, etc.), clearly identifying the name and address to which it should be sent, as well as the contract and contracting parties to which it refers. OLITE SOLAR XII, S.L. is obliged, in accordance with the aforementioned Law, to refund the full amount, without any retention of expenses, within a maximum period of fourteen calendar days.

In accordance with Article 103, section C of RD 1/2007 of November 16, the right of withdrawal cannot be exercised (except for errors or defects in the product or service contracted) for goods made to the consumer's specifications or clearly personalized, such as registered vehicles, e-bike battery renewals, lithium-ion batteries, products with pre-installed accessories, etc.

For any possible incidents or claims, we recommend that you contact the Customer Service Department by phone at +34 948 24 28 53 from Monday to Friday between 9:30 AM and 1:00 PM. You can also send us an email to info@solaremobility.com

Returns should be sent to the following address:

Olite Solar XII, S.L. /Tutiendaenergetica Calle Sangüesa 11 31003 Pamplona (NAVARRA) Spain 

As long as Olite Solar XII SL has not notified a different postal address in writing at the time of validation of the withdrawal. The refund will be made by the same means of payment used by the consumer for the initial transaction, unless the consumer has expressly specified otherwise and as long as the consumer does not incur any costs as a result of the refund. The rules regarding returns (regulated by Law 3/2014 of March 27), claims, warranties, and invoicing are as follows: Returns must have their original packaging, and the product must be in perfect condition. If the item is not returned in its original packaging and in perfect condition, the item may suffer depreciation. In this regard, products shipped to the customer on a pallet must be returned reusing the same pallet. Otherwise, there will be a charge of €40 for replacement. The delivery receipt or invoice issued by Olite Solar XII, S.L. is valid as the manufacturer's warranty, which takes effect from the day of delivery to the buyer's residence.

If you require a paper or electronic invoice, you can request it at info@solaremobility.com or download it directly from your customer area.

Complaints regarding possible incidents, such as the delivery of a damaged product, an incorrect product, or any other reason for a complaint, will be handled as follows: You must request withdrawal by contacting www.solaremobility.com by phone or email. In case of damage caused by transport, we recommend that you report it within 24 hours of receiving the order.

In the event of requesting a refund, the customer must return the product to Olite Solar XII, S.L. within 14 natural days following receipt of the order or when the consumer provides evidence of the return of the item. The transport costs associated with the return are the responsibility of the customer (in accordance with Law 3/2014 of March 27). If, on the other hand, you wish to replace the product, Olite Solar XII, S.L. undertakes to deliver another product in perfect condition to the customer once the condition of the returned product has been received and verified. All returns must be sent at the customer's expense. No due shipments will be accepted.

Our entity is affiliated with Confianza Online (a non-profit association), registered in the National Associations Register, Group 1, Section 1, national number 594400, CIF G85804011, Calle de S. Jerónimo, 18, 4th floor, Office 1, 28015 Madrid (Spain) (www.confianzaonline.es).

These General Conditions are governed by Spanish law. Likewise, in compliance with the Law on Alternative Dispute Resolution, we inform consumers that, as an affiliated entity and in accordance with the Code of Conduct, users may resort to Confianza Online for alternative dispute resolution (https://www.confianzaonline.es/como-reclamar/formulario-de-reclamaciones/). If these complaints concern electronic transactions with consumers or data protection related to this area, the complaints will be resolved by the Confianza Online Mediation Committee, accredited for alternative dispute resolution in consumer matters. If the complaints concern digital advertising or data protection related to this area, they will be submitted to the AUTOCONTROL Advertising Jury.

Furthermore, we remind you that you can access the European Union's online dispute resolution platform by following this link: https://ec.europa.eu/consumers/odr/main/?event=main.home2.show

Information on the Disposal of Waste Electrical and Electronic Equipment (WEEE)

It is not allowed to dispose of electrical and electronic equipment ("EEE") in household waste containers or in any other container not specifically designated for this purpose, nor in public spaces. Batteries and accumulators that are not attached to EEE must be separated from them. Users can deliver used batteries, at their discretion, to specific collection points. WEEE waste must be labeled with the following symbols to indicate compliance with Directive 2012/19/EU, Royal Decree 110/2015, and other applicable regulations ("WEEE Regulations") regarding Waste Electrical and Electronic Equipment ("WEEE"), including the identification of harmful substances, specifically "Cd" for Cadmium, "Hg" for Mercury, and "Pb" for Lead:

In accordance with the purchase of a product that qualifies as EEE, as explained above, the user may deliver a type-equivalent WEEE (as stipulated in the applicable regulations) to the Seller at the point of delivery of the EEE or at the user's residence where the EEE is supplied. In the event that the user requires WEEE collection at their residence, they must request it through customer service by calling the toll-free number +34 948 242 853.

In the event that the delivery of WEEE does not take place at the user's residence, the user will have a period of thirty (30) calendar days to deposit the WEEE at a point of sale in the Seller's network of establishments, and they must present the simplified invoice proving the purchase of the EEE on the day of delivery of the WEEE, within the aforementioned period.

The user must securely package the EEE for transport, using a stable package that prevents movement of the internal elements, and if necessary, fill the package with filler material (such as newspapers). The user must ensure that when sending EEE, they are separated from removable batteries and accumulators, and that their personal data is deleted.

The provisions of this section are without prejudice to the user's right to deposit WEEE in specific collection points established by Local Authorities and EEE Manufacturers free of charge, as stipulated in current regulations.

Complaints: At Olite Solar XII S.L., we take our customers' feedback very seriously and uphold their rights under current consumer laws. If you have a complaint, you can contact us at info@solaremobility.com, and we will endeavor to address your demands. In accordance with Law 7/2017, if you are not satisfied with the service received, you can submit your complaint to:

Consumer and Arbitration Service

Calle de Amaya, 2A, 31002 Pamplona, Navarra.

PHONE: 848 42 77 33

EMAIL: infoconsumo@navarra.es

You can access the online dispute resolution platform.

Warranty: In the case of a defective product, OLITE SOLAR XII S.L.will proceed, as appropriate, with repair, replacement, price reduction, or contract termination. These actions will be free of charge for the consumer and user (excluding return costs, i.e., transport costs associated with returning the product to the source). Shipments of products to OLITE SOLAR XII S.L.under this warranty (excluding returns, i.e., transport costs associated with returning the product to the source) must be made in the original packaging or in packaging of equal or superior quality to the initial shipment. All returns must be sent at the customer's expense. No due shipments will be accepted. Third-party handling of the product will void the warranty. Additionally, there is a legal conformity warranty for goods, the existence and terms of after-sales services, and commercial warranties.

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