PURCHASE GENERAL CONDITIONS

While we hope you are happy with every purchase made from INSULA LIVING, we understand that sometimes it is okay to change your mind. And so, we accept all INSULA LIVING products purchased and delivered within the island of Mallorca and returned in their original condition within 7 days from the delivery date as eligible for returns and refunds.

Products must be returned unused and in the original box and packaging in which they were delivered. If you choose to have the product assembled, it won´t qualify for returns and refund. Before you go ahead and sign the assembly accord, you´ll be informed these products can´t be returned after that. Any product that has been used, altered, or damaged will not be accepted back or be eligible for a refund. It must be noted that INSULA LIVING reserves the right to refuse the return of any products that do not meet the return and refund eligibility criteria stated above.

Please also retain all documentation and packaging to fulfill return eligibility.
All returns of INSULA LIVING products will be processed within 5 working days once the products have been received back by INSULA LIVING. Refunds for purchases made using debit or credit cards (Visa, Mastercard, or American Express) will be issued on the same card used to make the payment after confirmation.

Please note that shipping charges, custom fees, and taxes, if any incurred at the time of the purchase, are non-refundable.

Only in store or online purchases shipped within the island of Mallorca are eligible for returns and this very moment. We do inspect carefully each product before shipping it to our customers.

Simply follow the easy instruction steps listed below on how you can request a return:
• Go to “CONTACT US” section
• Click on Online return form
• Please type in all the mandatory details asked in the form as well as your purchase order number
• Each item in your invoice has a reference number, please be sure to type that as well in the commentary section
• The INSULA LIVING team will then review your request. Once approved, our shipping partner will contact you to agree on a time and location for collecting your return package
• Once we have received your return, our team will inspect the condition of the returned package before approving or rejecting a return
• You will receive an email notification once your return has been processed
As an alternative, you can also send us an email to return@insulaliving.com, stating your purchase order number and the item/s that would like to return.

The following products are not eligible for returns, exchange, or refunds (unless faulty or not matching their description):
• Products that have exceeded 7 days since delivery.
• Products that are not in their original condition.
• Products that have been opened or unsealed (unless necessary to inspect by the customer).
• Products without original packaging or labels.
• Products that have been used or damaged or are not in the original condition they were delivered in.
• Products that have been assembled in good condition at the time of delivery and appear used or altered.
• Products that fall under specific categories such as unwrapped bed linens, pillows, sheets, comforters, duvet covers, memory foam products, towels, slippers and bathrobes etc. for hygiene reasons.
• Any product purchased as part of a sale that does not carry any defects or was sold under the ‘as is’ category.
• Products that have been damaged due to misuse or show signs of wear and tear despite still being within the warranty period.

Refunds for returned INSULA LIVING products can take up to 5 working days from the date when the products have been received back by INSULA LIVING. You can expect an email confirmation with your refund details as soon as it is confirmed and issued. However, the exact time taken for the refund amount to reflect on your account can vary depending on your bank.

Shipping charges, custom fees, and taxes, if any that are incurred at the time of the purchase, are non-refundable.

Returns on online purchases can be brought to INSULA LIVING store, located in Santanyi (Bernat Vidal I Tomas). However, if the product you purchased is heavy, such as furniture, it is recommended our delivery team handles it, avoiding any accident with you or the product.

Purchases made from INSULA LIVING are currently not eligible for exchange. To exchange an item, we recommend that you issue a return request for the original item purchased as per the instructions listed above, following which a new order can be placed for the item you wish to purchase. Please note that new orders are subject to merchandise availability, and we will notify you if your order cannot be fulfilled.

Refunds for returned INSULA LIVING products can take up to 5 working days from the date when the products have been received back by INSULA LIVING. You can expect an email confirmation with your refund details as soon as it is confirmed and issued. However, the exact time taken for the refund amount to reflect on your account can vary depending on your bank.

It is very important that you check your order as soon as you receive it. We have an insurance that covers breakage, but we have only 24 hours to give notice after confirmation that the package has been delivered.

In case of an incident, please take photos of the box and the damaged product, send us an email to return@insulaliving.com with the photos and the order number.

Contact us and we will resolve the incident as soon as possible.

Once 24 hours have passed from the delivery of your order, INSULA LIVING is not responsible for any claims due to transport incidents.

INSULA LIVING reserves the right to modify the commercial offer presented in the online store at any time.

INSULA LIVING makes every effort to ensure that the information provided is accurate and free of typographical errors. In the event of any error of this type, beyond our control, we will proceed immediately to correct it. If there is a typographical error in any of the prices shown and a customer has made a purchase based on this error, we will immediately contact the customer, and both parties will have the right to cancel the purchase at no cost.

Orders will be sent to the delivery address provided at the time of purchase; therefore, INSULA LIVING assumes no responsibility when the delivery cannot be completed as a result of incorrect, inaccurate or incomplete data. In such case, INSULA LIVING will reach out to you via the contact details you have provided during the purchasing process and communicate so. Two delivery attempts are included, if not successful from the third attempt onwards each time we will initiate a new delivery attempt will have a cost of 40 Euros per attempt (total of maximum 4), after which your order will be cancelled and we will proceed with a refund, charging you the 40 Euros cost per each trip, if any additional delivery trip has been made after the first two attempts.

For furniture delivery that require the use of a lifting platform or crane to access through the facade to the interior of the house, the customer must assume the cost. It is the customer's responsibility to contract the crane service and to indicate this prior to the delivery of the order. In the event that the customer does not inform us and the order cannot be delivered, shipping costs are not refundable.

Assembly service: Furniture ordered with assembly service is subject to the following conditions:

- The assemblers will unpack the item(s) to check that they are in perfect condition. BEFORE proceeding with the assembly, the customer's signature of conformity and start time on the delivery note is essential. Please note that once you sign the conformity note on assembling the product you purchased, it won´t be eligible for return and refund.

- In the event that any part is missing, or the item has any imperfection, assembly cannot proceed until the incident has been resolved. For this, the customer must inform INSULA LIVING as soon as possible so that we can provide the most effective solution possible.

Items that are in stock have a delivery time of:

a). 24 hours for the Island of Mallorca (unless you specify otherwise).
b). 4 to 7 working days for Peninsula, Canarias, Menorca, Ibiza and Formentera.

Items that are not in stock have the delivery time indicated in the product sheet, although it will depend on the availability of the manufacturer or supplier at that time.

One of our priorities is to be able to deliver orders in the shortest possible time and although we work conscientiously to streamline and improve the speed in this, we depend on the availability of suppliers and manufacturers, so the delivery times of each product are always approximate.

INSULA LIVING will not make any compensation for late delivery. Delivery times are subject to the availability of the manufacturer and the good performance of the transport company.

In the event that the manufacturer decides to discontinue a product without prior notice, and we do not have it in stock, we will proceed to remove it from our store and all orders pending to receive that item may either choose another product that is available or cancel the order at no cost.

If for any reason we are unable to supply any of the products included in an order, we will contact you as soon as possible to inform you of the situation and we will proceed to refund the amount paid.

You can contact us before by email at orders@insulaliving.com so that we can give you the delivery date of the item you are interested in.

Standard shipping to Peninsula and Canarias: For orders above 299€ the shipping it is free, excluding heavy and/or bulky items such as furniture. It is applicable for orders over 299€ for Peninsular Spain and Canarias Islands, excluding bulky and/or heavy furniture items. Orders under 299€ have a shipping cost of 25€. Not valid for shipments to the Balearic Islands or International shipments. We deliver within 4 to 7 working days after the shipment leaves our warehouse. The delivery is made to the door of your home. For heavy and/or bulky furniture items, please email us at orders@insulaliving.com so we can give an appropriate quotation on your order delivery fee.

Shipping/delivery within the island of Mallorca: for orders below 299€ the delivery fee will be 25€ and we will deliver within 24 hours, from the order confirmation time. For orders above 299€ delivery it´s free, also completed within 24 hours from the order confirmation.

Shipment with assembly included for the island of Mallorca only: Two people will be caring your order to any room of your house that you indicate us. The unpacking and assembly of the furniture is included. This service is exclusive to the Island of Mallorca at this very moment, we are working on proving this service on all our orders. The delivery time is 24 hours from the moment you confirmed your order, unless you indicate otherwise.

Shipping to the rest of Balearic Islands: We deliver within 4 to 7 working days after the shipment leaves our warehouse. The shipping cost is from 25€ for orders below 299€, also variable according to the weight and dimensions of the order. For heavy and/or bulky furniture items, please email us at orders@insulaliving.com so we can give an appropriate quotation on your order delivery cost.

International Shipments: We can ship to most European countries. Delivery time is 5 to 10 working days, depending on the country. We do not ship bulky and/or heavy items at this very moment. If during your purchase you cannot proceed to checkout, you can contact us at orders@insulaliving.com indicating your address and products you would like to purchase and we will shortly reply with an estimate of the shipping cost, from where you can choose what suits your needs best. As an example, a package below 20 kg shipped within the EU starts at 31€.