ES 
PT Shipping, Returns, Incidents and Warranty Policy of GILDOM GROUP S.L.
1. Company information
This policy governs the purchase, shipping, delivery, withdrawal, returns, incidents and warranty conditions for orders placed through the 1001 Cachimbas website, owned by:
GILDOM GROUP SOCIEDAD LIMITADA
CIF: B90333857
Registered address: Calle Pie Solo Ocho 15, 41500 Alcalá de Guadaíra, Seville, Spain
Telephone: +34 656459859
Customer service email: sac@1001cachimbas.es
Incident email: incidencias@1001cachimbas.es
The applicable terms and conditions will be those in force and accepted by the customer at the time the order is placed. Any subsequent modification will apply only to future orders.
These terms are mainly intended for consumer customers or end users. Purchases made by companies, self-employed professionals, lounges, distributors, shops or customers purchasing products for use in their commercial or professional activity may be subject to specific B2B conditions, set out in the relevant section.
2. General shipping conditions
2.1. Confirmed order
An order shall be considered confirmed when it has been correctly paid, validated by our system, has no anti-fraud issues, includes complete delivery details and, in the case of cash on delivery orders, has been expressly confirmed by the customer through our Customer Service Department.
For cash on delivery orders, pre-orders, made-to-order products, personalised products or high-value orders, GILDOM GROUP S.L. may request additional confirmation, full or partial advance payment, a deposit or express validation before preparing or dispatching the order.
Automatic order confirmation shall not prevent GILDOM GROUP S.L. from contacting the customer in the event of a stock error, pricing error, incomplete address, payment issue, anti-fraud alert, transport restrictions or any other circumstance that prevents the order from being prepared or dispatched correctly. In such cases, the customer will be offered a suitable solution, such as replacement, waiting, partial shipment or cancellation with refund of the amounts paid where applicable.
2.2. Order preparation
Orders confirmed before 4:00 p.m. from Monday to Friday may be prepared and dispatched on the same working day, provided that all products are available and there are no logistics, stock, validation, payment or address issues.
During periods of high demand, commercial campaigns, launches, special promotions, Black Friday, Christmas, sales or exceptional volume situations, order preparation may be extended by an additional 24 to 48 working hours.
Orders confirmed after 4:00 p.m. will be processed from the next working day.
No standard order preparation or dispatch takes place on Saturdays, Sundays, national holidays, regional holidays, local holidays or holidays observed by the transport companies.
2.3. Start of the delivery period
The stated delivery times start from the actual dispatch of the order from our warehouse, not from the moment the purchase is made.
The customer will receive tracking information once the order has been handed over to the transport company.
2.4. Transport companies
GILDOM GROUP S.L. works with several transport companies to deliver its orders.
For operational reasons, volume, destination, weight, dimensions, fragility, service availability or logistics efficiency, GILDOM GROUP S.L. may select or change the transport company assigned to the order at no additional cost to the customer.
Once the order has been dispatched, tracking will be carried out through the assigned transport company.
3. Shipping within mainland Spain and Portugal
Shipments within mainland Spain and Portugal are carried out through partner transport companies.
The shipping price is calculated according to destination, weight, dimensions, delivery method and order characteristics. Prices will be available in the shopping basket before the order is completed.
Orders confirmed before 4:00 p.m. from Monday to Friday may be dispatched on the same working day, provided that there are no payment, stock, address or validation issues.
3.1. Standard or economy shipping
The estimated delivery time for economy shipping is 24/72 working hours from the dispatch of the order from our warehouse.
During periods of high demand, commercial campaigns, logistics incidents, weather conditions, local holidays or external circumstances, this period may be extended.
3.2. Urgent shipping or delivery before a specific time slot
For urgent services, such as Urgent 14 or similar services, delivery will be attempted within the time slot indicated by the transport company, normally before 2:00 p.m. on the next working day after the order has been dispatched.
If the urgent service is not fulfilled due to a cause attributable to GILDOM GROUP S.L. or the transport company, the customer may request compensation equivalent to the supplement paid for the urgent service compared with standard shipping.
No compensation shall be due when the delay is caused by circumstances beyond the control of GILDOM GROUP S.L. or the carrier, such as an incorrect or incomplete address, absence of the recipient, refusal of the parcel, inability to contact the customer, local holidays, traffic restrictions, weather conditions, customs incidents, force majeure, accidents, strikes, logistics saturation or extraordinary situations.
4. Free shipping
Free shipping may be available for private customers in mainland Spain and Portugal when the order exceeds the minimum amount indicated on the website, currently €50 including VAT, and provided that the available economy service is selected for parcels with weight and dimensions compatible with this promotion.
Free shipping may not be available for certain products, bulky parcels, orders above certain weights, specific promotions, campaigns such as Black Friday, Garage Friday or other expressly indicated commercial actions.
If an order with free shipping is returned due to a cause attributable to the customer, such as absence, refusal of the parcel, incorrect or incomplete address, failure to collect from a pick-up point or inability to deliver due to lack of cooperation from the customer, GILDOM GROUP S.L. may deduct the actual logistics costs generated from the amount to be refunded, including initial shipping, return shipping, handling and, where applicable, cash on delivery costs.
5. Failed delivery, absence, refusal or non-collection
The customer is responsible for providing complete, correct and up-to-date delivery details, and for being available to receive the order or collect it from the assigned pick-up point where applicable.
Transport companies may make one or two delivery attempts, depending on the carrier, area, operational workload and contracted service. In some cases, after a failed delivery attempt, the parcel may be left at a nearby pick-up point.
If the order cannot be delivered due to absence, incorrect or incomplete address, refusal of the parcel, failure to collect from a pick-up point, inability to contact the customer or lack of cooperation from the customer, the parcel may be returned to our facilities.
When the order is returned to GILDOM GROUP S.L. due to a cause attributable to the customer, it shall be considered a failed delivery attributable to the customer. In such cases, the actual costs of initial shipping, return shipping, handling, cash on delivery where applicable and any other logistics costs generated may be deducted from the amount to be refunded.
If the customer requests a new shipment, they must pay in advance the costs corresponding to the new shipment and, where applicable, the return or handling costs generated by the failed delivery.
6. Cash on delivery
The cash on delivery payment option may be available for certain orders and destinations, with a handling supplement indicated on the website.
To activate or validate this option, the customer must expressly confirm the order through the Customer Service Department after placing it on the website.
GILDOM GROUP S.L. may request additional confirmation, a deposit or full or partial advance payment for high-value orders, made-to-order products, pre-orders, personalised products or any order that, due to its characteristics, requires additional validation.
In the event of refusal of a cash on delivery order, repeated absence, non-collection, incorrect address or any action that causes the parcel to be returned, GILDOM GROUP S.L. may claim or deduct the logistics costs generated, including shipping, return shipping, handling and the cash on delivery commission.
GILDOM GROUP S.L. reserves the right to limit, block or disable the cash on delivery payment option for customers who have refused orders, failed to collect them, caused logistics returns or generated repeated incidents with this payment method.
7. Shipping to the Canary Islands, Ceuta and Melilla
Shipments to the Canary Islands, Ceuta and Melilla will be carried out through the transport companies available for each destination, such as Correos Express or other compatible operators.
The shipping price will be calculated according to weight, dimensions, destination and selected service, and will be visible in the shopping basket before the order is completed.
Cash on delivery is not available for the Canary Islands, Ceuta and Melilla unless expressly indicated.
Orders confirmed before 4:00 p.m. from Monday to Friday may be dispatched on the same working day, provided that there are no payment, stock, address, documentation or validation issues.
The estimated delivery times are:
Canary Islands Express: 2/5 working days from dispatch.
Canary Islands Maritime: 5/7 working days from dispatch.
These periods are estimates and may be affected by customs procedures, holidays, logistics incidents, weather conditions, incomplete documentation or delays beyond the control of GILDOM GROUP S.L.
The customer shall be responsible for paying customs charges, DUA, IGIC, IPSI, local taxes, fees or any other cost associated with the importation or entry of the goods into their territory, where applicable.
The customer must provide a truthful name, identity document, address and details for the correct customs processing of the shipment. Failure to provide such details or providing incorrect details may cause delays, return of the order or additional costs payable by the customer.
The DUA is the Single Administrative Document used to complete customs formalities for export, import or transit. The DUA fee applies to each shipment, not to each product, and depends on the transport company or entity handling the procedure.
8. Shipping to the Balearic Islands
Shipments to the Balearic Islands will be carried out through the transport companies available for this destination.
The shipping price will vary according to weight, dimensions and selected service, and will be visible in the shopping basket before the order is completed.
Cash on delivery is not available for the Balearic Islands unless expressly indicated.
Orders confirmed before 4:00 p.m. from Monday to Friday may be dispatched on the same working day, provided that there are no payment, stock, address or validation issues.
The estimated delivery time for the Balearic Islands is 2/5 working days from dispatch.
9. International shipping
GILDOM GROUP S.L. carries out international shipments through partner transport companies, provided that the destination, product, weight, volume and applicable regulations allow it.
The cost of international shipping may vary depending on weight, volume, destination country, transport method, available carrier and order characteristics. In some cases, this cost is not calculated automatically on the website.
When the international shipping cost cannot be calculated automatically, GILDOM GROUP S.L. will verify the weight, volume and destination, and inform the customer of the shipping cost for payment. If the customer does not accept the proposed cost, the order may be cancelled and the amount paid for the products not dispatched will be refunded.
The customer is responsible for ensuring that the purchased products can be legally imported into their destination country. GILDOM GROUP S.L. shall not be responsible for legal restrictions, holds, refusals, destruction, penalties, taxes, customs duties, fees, customs charges or any other cost arising from the importation, transit or entry of the goods into the destination country.
Unless expressly stated otherwise, customs charges, local taxes, customs duties, import fees, document handling fees or any additional cost at destination shall be borne by the customer.
If an international order is refused, held, returned, abandoned or destroyed by customs, local authorities, lack of documentation, non-payment of taxes, import restrictions, customer refusal or inability to deliver, GILDOM GROUP S.L. may deduct from the amount to be refunded the costs of initial shipping, return shipping, fees, handling costs, customs charges, commissions and any other cost generated.
If the goods cannot be recovered or are destroyed by the authorities of the destination country for reasons beyond the control of GILDOM GROUP S.L., the customer may lose all or part of the right to a refund, without prejudice to GILDOM GROUP S.L. considering a commercial solution on a case-by-case basis.
10. Pre-order, made-to-order, special order or personalised products
Certain products may be sold as pre-orders, reservations, made-to-order items, special orders or personalised products.
In such cases, availability and delivery information will be approximate and will be indicated on the product page, in the commercial communication or during the purchase process where applicable.
Personalised products or products made according to the customer’s specifications must be paid for 100% in advance, unless expressly agreed otherwise. These products cannot be cancelled and are not subject to voluntary withdrawal once the personalisation, manufacturing, reservation or specific handling process has begun, except in the event of an undisclosed defect, incorrect product or legally applicable lack of conformity.
Products specifically ordered for the customer outside the usual catalogue or under special conditions may require full advance payment. In the case of consumer customers, the legally applicable rights shall be respected in all cases, especially where the product is not personalised and does not fall within a legal exception to the right of withdrawal.
If a pre-order, made-to-order or special order product suffers a significant delay compared with the initially estimated period, the customer may request updated information and, where legally applicable, cancellation of the order and refund of the amounts paid for the products not dispatched.
11. Right of withdrawal for consumers
The consumer has a period of 14 calendar days from receipt of the order to exercise their right of withdrawal, without having to give any reason, except in legally excluded cases.
To exercise the right of withdrawal, the customer must notify GILDOM GROUP S.L. within the indicated period by means of a clear statement sent to the Customer Service Department or to the relevant email address.
Once withdrawal has been notified, the customer must return the products without undue delay and, in any event, within the corresponding legal period.
The direct costs of returning products due to voluntary withdrawal shall be borne by the customer, unless GILDOM GROUP S.L. expressly states otherwise.
GILDOM GROUP S.L. may withhold the refund until it has received the products or until the customer has provided proof of return, as applicable.
The refund will be made using the same payment method used for the purchase, unless expressly agreed otherwise, and provided that this does not entail any additional cost for the customer.
In the event of withdrawal, GILDOM GROUP S.L. will refund the legally applicable amounts, including, where applicable, the cost of standard delivery. If the customer expressly chose a delivery method more expensive than standard delivery, such as urgent or premium shipping, GILDOM GROUP S.L. shall not be obliged to refund the additional cost of that special delivery method, unless the refund of that supplement is due to a cause attributable to GILDOM GROUP S.L.
12. Condition of returned products
For a return due to withdrawal to be accepted, the product must be returned complete, unused, clean, free from odours, free from water, moisture, coal, molasses, smoke, dirt or signs of handling, with all accessories, protections, parts, manuals, promotional gifts, packaging and original seals where applicable.
Once the product has been received, GILDOM GROUP S.L. will inspect its condition before approving the refund.
If the product shows signs of use, assembly, handling beyond what is necessary to check its nature, deterioration, odours, moisture, marks, residue, missing parts, damaged packaging, loss of value or any circumstance that prevents it from being sold as a new product, GILDOM GROUP S.L. may reject the return or apply a proportional depreciation, as applicable.
The customer shall be responsible for properly packaging returned products. GILDOM GROUP S.L. shall not be responsible for damage, breakage or loss of products during return transport when the shipment has been organised by the customer.
13. Products excluded from withdrawal for hygiene, use or nature
For reasons of hygiene, health and safety, withdrawal will not be accepted for sealed products that are not suitable for return once unsealed after delivery.
This limitation may apply, among others, to mouth tips, hoses, bowls, molasses catchers, accessories in contact with the mouth, smoke, water, molasses or coal, pods, liquids and other personal-use or hygiene-related products.
For products without an individual seal, GILDOM GROUP S.L. will inspect the condition of the item to determine whether it is suitable for return and resale. The presence of odours, moisture, attached dust, residue, assembly marks, handling or any sign of use may prevent acceptance of the return.
To reinforce hygiene protection and avoid doubt, certain products may be sent with seals, sealed bags, security labels or hygienic packaging. Breaking, removing or tampering with such seals may prevent withdrawal where the product is not suitable for return for health or hygiene reasons.
14. Returns of packs, bundles, gifts and promotions
Partial returns of packs, bundles, promotional sets or products sold as a single unit will not be accepted unless expressly authorised by GILDOM GROUP S.L.
If a partial return is exceptionally accepted, the amount to be refunded may be recalculated taking into account the actual price of the products kept by the customer and the loss of discounts, gifts, promotions or benefits associated with the original pack.
When an order includes promotional gifts, samples, free items or products conditional upon a minimum purchase, these must be returned together with the main products if, after the return, the order no longer meets the conditions of the promotion. Otherwise, their value may be deducted from the amount to be refunded.
15. Return procedure
To request a return, the customer must contact GILDOM GROUP S.L. through the Customer Service Department or the relevant email address, indicating:
Order number.
Full name.
Product or products to be returned.
Reason for return, where applicable.
Photographs or videos if there is an incident, damage, defect or incorrect product.
The customer may return the product by their own means to the following address:
GILDOM GROUP S.L.
Calle Pie Solo Ocho 15
41500 Alcalá de Guadaíra
Seville
Spain
Where available, the customer may also request that GILDOM GROUP S.L. arrange collection through one of its transport agencies. In such cases, collection costs may be deducted from the amount to be refunded when the return is due to voluntary withdrawal or a cause attributable to the customer.
In the event of a defective product, incorrect product or incident attributable to GILDOM GROUP S.L., collection or return costs will be borne by GILDOM GROUP S.L. when the incident is accepted after the corresponding review.
16. Transport damage, missing parts and incorrect products
The customer must check the order at the time of delivery.
Visible transport damage, impacts, breakages, tampering with the parcel, incorrect products or missing parts must be reported within a maximum period of 24 hours from delivery via incidencias@1001cachimbas.es.
To process the incident correctly, the customer must provide clear photographs or videos of:
Outer packaging.
Inner packaging.
Transport label.
Protection materials used.
Affected product.
Damage, error or missing part.
General condition of the parcel received.
Keeping the original packaging, outer box, product box, protection materials and labels is necessary in order to process the incident correctly with the transport company.
If the customer does not keep the packaging, product box, protection materials or necessary evidence, the handling of the incident may be limited, especially where it is necessary to claim against the transport company or verify the origin of the damage.
Notification outside the 24-hour period, lack of sufficient evidence or absence of packaging may make it difficult or limit the acceptance of the logistics incident. However, this 24-hour period does not limit any rights the consumer may have due to lack of conformity of the product under the applicable regulations.
17. Defective product or lack of conformity
In the event of a defective product or lack of conformity, GILDOM GROUP S.L. will handle the incident in accordance with the applicable legal warranty.
Where applicable, the consumer may request repair, replacement, price reduction or termination of the contract, in accordance with the applicable regulations.
GILDOM GROUP S.L. may request photographs, videos, a description of the problem and, where necessary, prior collection and inspection of the product before approving a replacement, repair, price reduction or refund.
Liaising with manufacturers, brands, distributors or suppliers may be necessary to verify the incident, obtain parts, validate defects or determine the appropriate technical solution. This process shall not limit any legal rights the consumer may have against GILDOM GROUP S.L.
For hygiene-related products or products in contact with the mouth, smoke, water, molasses or coal, GILDOM GROUP S.L. may require prior collection and inspection of the product before sending a replacement or approving a solution, unless the evidence provided is sufficient to resolve the incident in another way.
18. What is not considered a manufacturing defect
Aesthetic or functional variations compatible with the nature of the product, its handmade production, material or manufacturing process shall not be considered manufacturing defects, provided that they do not prevent normal use.
These may include, by way of example:
Glass and bases
Internal microbubbles.
Small waves or ripples in the glass.
Slight variations in thickness.
Slight differences in shade.
Marks on the lower part of the base caused by support, moulding or manufacturing.
Small non-cutting internal imperfections.
Slight asymmetry that does not affect stability or use.
Normal variations between units of the same reference.
Ceramic, clay and bowls
Variations in glaze colour.
Drips, flows or accumulations of glaze.
Surface pores.
Shape irregularities typical of handmade pieces.
Weight differences between units.
Kiln support marks.
Small differences in diameter compatible with use.
Irregular finishes typical of handmade products.
Metal, steel and aluminium
Superficial micro-scratches.
Internal machining marks.
Slight differences in anodising, painting or plating.
Small marks in non-visible areas.
Normal thread tolerances, provided that they close correctly.
Surface marks compatible with the manufacturing process.
Darkening, stains or marks arising from use, moisture, heat, cleaning products or lack of maintenance.
Resin, wood and natural materials
Irregular grain.
Pattern differences.
Small internal bubbles.
Changes in shade between units.
Inclusions or small irregularities inherent to the material.
Natural variations in texture or colour.
3D printing
Layer lines.
Vertical seam.
Support marks.
Small strings, dots or surface imperfections.
Minimal texture differences.
Tolerances inherent to printed parts.
Normal variations arising from the printing process.
Silicone, rubber and seals
Mould marks.
Small burrs.
Dust attraction due to static electricity.
Slight colour variation.
Loss of elasticity, deformation or deterioration due to use, heat, aggressive cleaning, moisture or sun exposure.
Damage resulting from drops, impacts, misuse, incorrect assembly, improper cleaning, exposure to excessive heat, moisture, chemicals, normal wear and tear, oxidation due to lack of maintenance, deterioration of seals or consumables, handling, product modification or any damage after delivery not attributable to an original defect shall not be considered defects covered by warranty.
19. Outlet, refurbished, second-hand, defective-condition or discontinued products
Certain products may be sold as outlet, refurbished, second-hand, discontinued, defective-condition, with damaged packaging, with signs of handling, with aesthetic defects or as last units.
These conditions must be indicated on the product page, in the description, in the promotion terms or in the relevant commercial communication where relevant.
Purchasing these products implies acceptance of the described condition, including defects, signs of use, aesthetic defects, damaged packaging, absence of original packaging or special characteristics disclosed before purchase.
Defects, signs of use, aesthetic defects or special conditions expressly disclosed shall not be considered defects or lack of conformity.
For second-hand or refurbished products, where legally permitted, the legal warranty shall be limited to 1 year from delivery.
The above does not affect any legal rights the consumer may have in the event of an incorrect product, undisclosed defect, undescribed lack of conformity or incident attributable to GILDOM GROUP S.L.
The right of withdrawal in consumer sales shall be respected where legally applicable. However, it shall not apply in legally excluded cases, such as personalised products or sealed products that are not suitable for return for health or hygiene reasons and have been unsealed after delivery.
20. Special promotions
GILDOM GROUP S.L. may carry out special promotions, temporary campaigns, outlet sales, launches, clearance sales, Garage Friday, Black Friday or other commercial actions.
Each promotion may have specific conditions, such as validity period, included products, stock limitations, incompatibility with other discounts, exclusion of free shipping, accepted payment methods, priority by payment order, special preparation times or specific conditions relating to defective-condition, refurbished, personalised or discontinued products.
These specific conditions will be published on the website, on the product page or in the terms of the corresponding promotion.
In the event of a contradiction between the general conditions and the specific conditions of a promotion, the specific conditions of the promotion shall prevail, while always respecting the legal rights of the consumer.
21. Specific conditions for B2B customers, professionals, companies and self-employed customers
A B2B, professional or business customer shall be considered any customer who purchases products for use in a commercial, professional or business activity, resale, use in a lounge, shop, distribution, hospitality, events, services or any economic activity.
B2B purchases shall not be considered purchases made by consumers or end users and shall not be subject to the consumer right of withdrawal, unless expressly agreed in writing.
For B2B purchases, voluntary exchanges or returns due to change of mind, excess stock, change of criteria, lack of sales, commercial forecasting error or unilateral decision by the buyer will not be accepted.
The B2B customer must inspect the goods within a maximum period of 48 hours from delivery and report within that period any visible incident, transport damage, incorrect product, missing units, missing parts or order error.
The notification must be made in writing, providing photographs or videos of the outer packaging, inner packaging, transport label, products received and details of the incident.
After the 48-hour period has elapsed, GILDOM GROUP S.L. may limit or refuse the handling of visible incidents that should have been detected during the initial inspection of the goods.
Accepted B2B incidents will be resolved, as applicable, by restocking, repair, replacement, credit, commercial discount or a solution agreed between the parties.
The warranty in B2B sales shall be limited to original defects or lack of conformity existing at the time of delivery, excluding damage caused by intensive professional use, wear and tear, poor maintenance, breakage, handling, improper cleaning, exposure to heat, moisture, chemicals, drops, impacts, misuse or deterioration inherent to products subject to commercial exploitation.
B2B, wholesale, quote-based, made-to-order, personalised or customer-specific orders may require full or partial advance payment and may not be cancelled once the quote has been accepted, the order confirmed or preparation begun, unless expressly agreed in writing.
22. Complaints and customer service
For any enquiry relating to an order, shipment, return, incident or warranty, the customer may contact GILDOM GROUP S.L. through:
General email: sac@1001cachimbas.es
Incident email: incidencias@1001cachimbas.es
Telephone: +34 656459859
To speed up the process, the customer must always indicate the order number, full name, email used for the purchase and a clear description of the enquiry or incident.
GILDOM GROUP S.L. will handle each case individually and may request information, photographs, videos, packaging, product inspection or any other reasonable evidence necessary to resolve the incident.
