FAQs
01. Catalog and payment methods
Can you advise me on which product I need?
What payment methods can I use?
We understand that each customer has different preferences in terms of payment methods.
Therefore, in our online store we accept payment by VISA, MasterCard, credit or debit card, or PayPal, using the payment gateway provided by Paycomet.
I need an invoice for my order. How do I do it?
You can select this option in the purchase process. If a request is made, it will be forwarded to the e-mail address provided.
Even if you do not do so if you later need an invoice for your order, please contact us at info@perpetualtradeco.com.
Tell us the details of your order and fiscal data and we will send you the corresponding invoice as soon as possible.
02. Shipping
When will I receive my order?
We strive to offer a fast and efficient delivery service.
Deliveries in 2-3 business days, depending on the time of purchase and shipping location. All our shipments are free of charge.
All shipments are sent by Correos Express. Orders will not be processed or shipped on local holidays in Catalonia or Spanish national holidays.
Delivery times will be from Monday to Friday from 9:00 a.m. to 7:00 p.m. according to delivery shifts.
You can read all the terms and conditions of Delivery in this link.
Where is my order? Shipment tracking
You can easily track your order through the “Order Tracking” section in your user account.
There you will find updated information on the status and location of your shipment.
Shipping zones
We ship to the Iberian Peninsula and the Balearic Islands.
Unfortunately, we do not offer shipping to the Canary Islands at this time.
03. Warranty
Product warranty
The company guarantees the customer (purchaser of the products) that the product will be free of material and/or labor defects for its normal use and service.
The Warranty Period is 1 year as long as the product is “properly used”. Proper use” is considered when the product is used for yoga and/or meditation exercises indoors, in a studio or on flat surfaces, which are not stony or jagged.
The company does not recommend prolonged exposure to direct sunlight or the use of cleaners or substances that may alter the carpet and are not covered under warranty. The warranty will also be void if the product is torn, broken, stained with paint or any other product that suggests that it has not been used properly.
Products that have been damaged by normal wear and tear or that have exceeded their reasonable useful life will not be replaced.
If the product has a manufacturing defect, it will be considered a Defective Product and will be replaced by another of the same or similar characteristics, provided that the product is under Warranty.
In no case shall the company’s liability exceed the amount received from the sale of the first product.
In no event shall the company be liable for any special, incidental or consequential damages caused by breach of the warranty contract.
You can take a look at our full warranty policy on the Terms and Conditions page.
04. Cancellations, Returns and Refunds
I want to cancel the order. How do I do it?
If you wish to cancel your order, you can do so through your user account or by contacting us by email.
Please note that cancellations must be made before the order has been shipped.
I want to return the product, what do I have to do?
Purchased products (other than those mentioned above), may be returned and refunded provided that the customer informs the company of his intention to return the purchased product(s) within 10 working days from the date of delivery.
The company will only accept returns when the following requirements have been met:
The product must be in the same condition as when it was delivered and its original packaging and labeling must be preserved.
The product must be returned in the same box in which it was delivered to protect the product.
A copy of the delivery note must be placed in the package, the returned products and the reason for the return must also be stated thereon.
The request to return the product must be made by filling out the “Contact Us” form or by sending an e-mail to the following e-mail address: info@perpetualtradeco.com.
If the return of the product is due to the company’s fault (the product is defective or is not what the customer ordered), the amount the customer paid for the returned products will be refunded.
However, if the product is returned for another reason (the customer does not like the products even though they have been delivered correctly), the customer will be responsible for the shipping costs incurred in returning the order.
The company will inform the customer of the address to which the product should be sent and may use the courier service of its choice.
In any case, the customer must provide the company with information about the returned products (chosen courier company, date, time, etc.).
I have returned the order. When will I receive my refund?
A refund will be paid for the same amount that was paid for the returned products minus the cost of the return service.
Only when the products delivered are defective or incorrect, the company will reimburse the costs incurred in their return.
Partial refunds will be paid for returns and partial cancellations of products.
The company will process the return order by the same system as the one used for payment within 8 days of confirmation that the returned order has arrived at the warehouse. The refund will be credited to the customer’s account depending on the issuing institution.