Warranties and cancellation

1. Scope of this policy

Novafrut does not sell through a shopping cart or take immediate payment on this website: every order for materials or installation is concluded by means of a quote expressly accepted by the customer (see terms of service). This policy explains what happens if, after accepting a quote, the customer wishes to cancel it, and what warranty covers the materials and the installation.

2. Stock materials versus made-to-measure materials

Much of our material (netting, nets, posts, fastening accessories) is cut, sized or manufactured to the measurements and specifications of each farm. In accordance with Article 103(c) of Royal Legislative Decree 1/2007 (Texto Refundido de la Ley General para la Defensa de los Consumidores y Usuarios — consolidated text of the General Law for the Protection of Consumers and Users), the 14-day right of withdrawal applicable to online distance sales to consumers does not apply to goods made to the customer's specifications or clearly personalised. In practice, this covers most of our orders. Strictly stock material, without any personalisation, may be subject to the right of withdrawal where the customer has the legal status of consumer.

3. Cancellation of an order already accepted

If the customer cancels after accepting the quote and before manufacturing/cutting of the material or the installation has begun, Novafrut may retain the deposit paid to cover administration costs and the reservation of its schedule, as stated in the quote itself. If the cancellation is received once made-to-measure manufacturing or the installation has begun, the work and materials already carried out or purchased for the order will be invoiced.

4. Materials warranty

All materials supplied by Novafrut carry the statutory warranty applicable to them by law and, where applicable, the manufacturer's additional warranty (NovaNet® netting, manufactured in-house, includes a warranty specified in each quote). A manufacturing defect will be repaired or replaced free of charge; normal wear from weather exposure, use other than that intended, or damage caused by third parties is not covered.

5. Installation warranty

Installation labour is guaranteed against workmanship defects attributable to Novafrut for the period stated in the quote. A structural failure due to sizing agreed with the customer that proves insufficient in the face of an exceptional weather event is not covered by this warranty, without prejudice to any liability that may arise from a calculation error attributable to Novafrut.

6. How to make a claim

For any issue with the materials or the installation: capell@novafrutprotect.com or (+34) 972 51 06 85, stating the quote/order number. We will respond within a maximum of 5 working days with the next steps (technical visit if necessary, repair, replacement or refund, as appropriate).

7. Complaint forms

As a consumer, official complaint forms (hojas de reclamación) are available to you. Request them at capell@novafrutprotect.com.