General terms and conditions
1 - Scope of application
These General Terms and Conditions of Sale (GTCS) apply to all sales of food products made by the company Terralya (hereinafter “the seller”) on the website www.terralya.com (hereinafter “the site”).
They exclusively govern the relationship between the seller and any customer (hereinafter “the customer”) making a purchase via the site.
The seller reserves the right to modify these terms and conditions at any time without prior notice. The terms and conditions applicable are those in force at the time the order is validated.
2 - Products
The products offered for sale include exclusively food products: delicatessen, wines, oils, condiments, cheeses, terrines, sweets, etc.
The seller ensures that the products comply with Greek and European legislation.
The descriptions, photos and visuals presented on the site are provided for information only. Despite all due care, slight variations in presentation or packaging may occur without affecting the quality or nature of the product.
3 - Prices
Prices displayed on the site are in euros (€), all taxes included (VAT), excluding delivery costs.
The seller reserves the right to modify its prices at any time, without prior notice, but the products are always invoiced according to the price list in force at the time the order is validated.
In the event of an obvious price error, the order may be cancelled by the seller after informing the customer.
4 - Ordering
The customer selects the products he/she wishes to purchase and validates his/her order after accepting the present GTC.
The order becomes final only after confirmation of payment.
Any validated order implies full acceptance of these GTC.
The seller reserves the right to refuse an order in the event of an existing dispute with the customer, an obvious error or suspected fraud.
5 - Payment
Payment for products is made online by :
Credit card,
PayPal,
Apple Pay,
Google Pay.
Terralya reserves the right to add other payment methods in the future.
Payments are secured by our partners according to international standards (SSL/TLS).
The customer guarantees the seller that he has the necessary authorizations to use the chosen means of payment.
In the event of refusal of payment by the bank, the order will be automatically cancelled.
6 - Delivery and collection in Crete
Products can be :
Delivered throughout Crete via local DHL, with tracking, or
Collected on site at Terralya’s head office (the exact address will be communicated after order confirmation).
The delivery times indicated on the site are given as an indication. Terralya cannot be held responsible for delays caused by the carrier or by circumstances beyond its control.
In the event of an incomplete or erroneous address provided by the customer, any re-shipment will be at the customer’s expense.
Products travel under the responsibility of the carrier as soon as they are taken in charge.
7 - Complaints
Any complaint relating to the order or delivery must be made via the contact form available on the site, within 2 days of receipt of the products.
After this period, the products are deemed to be in conformity and accepted.
8 - Right of withdrawal
In accordance with European Directive 2011/83/EU and Greek law, the customer has a period of 14 calendar days from receipt of the products to exercise his right of withdrawal, without having to justify the reason.
Products must be returned unused, complete and in their original packaging.
Return shipping costs are at the customer’s expense.
Legal exceptions :
No right of withdrawal applies in particular to :
products likely to deteriorate or expire rapidly (foodstuffs),
sealed products opened after delivery (for hygiene reasons),
personalized or custom-made products.
All retraction requests must be sent via the contact form, specifying the order number.
9 - Legal warranties
The customer benefits from the legal guarantees of conformity (EU directive 2019/771) and hidden defects.
In the event of a defective or damaged product, the customer must inform the seller within 48 hours of receipt.
10 - Personal data
The seller undertakes to protect the customer’s personal data in accordance with the General Data Protection Regulation (RGPD).
The information collected (name, address, email address, telephone number, means of payment) is used solely to process orders and manage customer relations.
It will not be resold or passed on to third parties, unless this is necessary to execute the order (carrier, payment service provider).
Customers may at any time exercise their right to access, rectify or delete their data via the site’s contact form.
11 - Sale of alcoholic beverages
The sale of alcohol is forbidden to minors.
By validating his/her order, the customer certifies that he/she is of legal drinking age in the country of delivery.
The seller or the carrier may refuse delivery if there is reasonable doubt about the age of the recipient.
12 - Liability and force majeure
Terralya cannot be held responsible for any indirect damage, loss of profit or interruption of service.
Its liability is limited to the amount of the order in question.
In the event of force majeure (natural disaster, strike, logistical breakdown, health crisis, etc.), execution of the order may be suspended or cancelled without compensation.
13 - Disputes
In the event of a dispute, the parties will endeavor to find an amicable solution.
Failing this, any dispute relating to the validity, interpretation or performance of these GTCS shall be subject to the exclusive jurisdiction of the Greek courts within the jurisdiction of Terralya’s registered office.
14 - Applicable law
These GTC are governed by Greek law, in accordance with European Union directives and regulations applicable to e-commerce and consumer affairs.