1Difference between consumer and professional customer

The application of warranties and returns depends, first of all, on the actual capacity in which the buyer acts.

The rights of the consumer regime, such as the 14-day withdrawal right or the legal warranty for consumer goods, apply when the buyer legally acts as a consumer and the product is purchased for domestic or personal use. Professional or B2B purchases are governed by the commercial, technical and warranty conditions applicable to the product.

2Summary of applicable warranties

If the product sheet, quotation, invoice, manual, manufacturer warranty or specific document indicates a different warranty, the most specific condition applicable to the product shall prevail, always respecting the non-waivable rights of consumers.

3Legal warranty for consumers

For non-consumable products sold to consumers, Sunmarket is liable for lack of conformity that appears within the applicable legal period from delivery of the goods.

Where there is a lack of conformity covered by the legal warranty, the consumer may request that the product be brought into conformity by repair or replacement and, where legally applicable, a price reduction or termination of the contract.

The legal warranty does not cover damage caused by incorrect use, knocks, falls, accidents, improper installation, lack of maintenance, deficient cleaning, normal wear and tear, use of non-recommended consumables, handling by unauthorised third parties or use contrary to the manual, protocols or manufacturer instructions.

4Professional products and commercial warranty

A large part of the products sold by Sunmarket are intended for professional use: beauty centres, physiotherapy, tanning, wellness, clinics, salons, academies, hotels, gyms, distributors, resellers or economic operators.

For professional-use products, the applicable warranty will be the commercial warranty indicated in the product sheet, quotation, invoice, brand, technical documentation or particular conditions. As a general rule, professional products have a 1-year commercial warranty, unless different conditions are expressly published or accepted.

Professional sunbeds generally have a 2-year commercial warranty. Some products or brands may include additional services, extended warranty, specific assistance or temporary replacement conditions, provided that this is expressly indicated.

5Logistics coverage and technical assistance

5.1 Mainland Spain and Portugal

For small electrical equipment, when the incident is covered by warranty, shipping costs for inspection or repair may be included in the warranty, depending on the type of product, brand and procedure authorised by Sunmarket.

For sunbeds, treatment couches, technical furniture and larger equipment, a technician may need to travel. In simple and safe cases, Sunmarket may send spare parts and instructions to resolve the incident, provided that the intervention is not dangerous for the user, the technician or the device.

5.2 Spanish islands

Sunmarket has technical service or collaborators in some main islands, such as Gran Canaria, Tenerife and Mallorca. On other islands, on-site repair may not be included and special logistics conditions, travel expenses, shipment of parts or workshop inspection may apply.

5.3 International customers outside the Iberian Peninsula

For small electrical equipment, both within and outside the commercial warranty period, the international customer may have to bear the round-trip shipping costs of the equipment for inspection or repair, unless the product sheet, quotation or particular conditions indicate otherwise.

For sunbeds, treatment couches and bulky equipment, the commercial warranty may cover the necessary spare parts when the incident is covered, but Sunmarket does not have its own logistics resources to carry out on-site repairs outside mainland Spain and Portugal. Where possible, we may guide the customer or put them in contact with technical services or repair companies in their area, without such external service being automatically included in the warranty.

6Domestic equipment and Hapro sunbeds

Non-consumable domestic equipment sold to consumers benefits from the applicable legal warranty under consumer regulations.

Hapro domestic sunbeds, when sold for personal and non-professional use, are covered by the legal consumer warranty applicable to domestic products. This condition requires that the use be exclusively personal, domestic and non-commercial.

If a domestic sunbed is used in a centre, business, professional activity, rental, commercial operation, academy, cabin, spa, gym or other professional environment, it may lose its domestic-use status and be subject to the conditions applicable to professional use or to the limitations established by the manufacturer.

7Requirements to process a warranty

To facilitate any warranty or after-sales service procedure, the customer must keep and provide, when requested, the invoice or proof of purchase, order details, photographs or videos of the incident, serial number if any, manuals, accessories and packaging where necessary for safe transport.

The absence of the original packaging does not automatically remove a legal warranty where it applies, but it may make safe transport more difficult or costly, create risks of damage during shipping or prevent a commercial return if the product must be resold in perfect condition.

8How to request warranty or technical service

To request warranty, repair, technical inspection or after-sales assistance, the customer must first contact Sunmarket and wait for instructions. Products must not be sent to a warehouse, manufacturer, technical service or showroom without prior authorisation.

Required information

• Order number or invoice.
• Customer name, company if applicable and contact details.
• Product model, serial number and purchase date.
• Clear description of the incident.
• Photographs or videos that allow the problem to be assessed.
• Indication of the use made: domestic, professional, commercial or technical.

Sunmarket may carry out an initial assessment, request additional evidence, indicate basic checks, refer the incident to the manufacturer, send parts, organise collection, propose workshop inspection or coordinate technical assistance where appropriate.

9Transport damage

The customer must check the external condition of the packaging at the time of delivery. If they notice impacts, breakages, damp, crushing, tampering, missing packages or any visible anomaly, they must record it on the carrier's delivery note or device and notify Sunmarket as soon as possible.

It is essential to keep the packaging, protections, labels and product until Sunmarket or the transport company indicates how to proceed. Failure to report within the deadline or disposal of the packaging may make it difficult or impossible to claim against the carrier.

10Cases not covered by warranty

The warranty does not cover every incident, damage or breakdown. In general, the following are excluded:

• Damage due to incorrect use, negligence, knocks, falls, accidents, overload, humidity, dirt, poor conservation or improper transport.
• Incorrect installation, improper electrical connection, power surges, lack of grounding, use of non-recommended adapters or failure to meet technical requirements.
• Handling, repair, opening or modification by unauthorised third parties.
• Use of spare parts, consumables, lamps, tubes, filters, accessories or parts that are not original or not recommended by the manufacturer.
• Lack of maintenance, cleaning, periodic inspection or replacement of consumables according to the manual.
• Normal wear of parts subject to use, consumables, expendable items, batteries, lamps, tubes, filters, seals or perishable materials, unless an original defect is proven.
• Professional, intensive or commercial use of products intended exclusively for domestic use.
• Use of the product in a country, installation or environment that does not comply with the applicable technical, electrical, health, professional or regulatory requirements.

11Withdrawal and consumer returns

Where the customer legally qualifies as a consumer and the purchase was made remotely within the applicable scope, they may exercise the withdrawal right within the legal period, without needing to justify their decision, unless a legal exception applies.

To exercise withdrawal, the consumer must notify Sunmarket by means of an unequivocal statement within the applicable period. This may be done by email, postal mail or another means that provides proof.

Unless Sunmarket offers to collect the goods, the consumer must return them without undue delay and within the legal period from the communication of withdrawal. Direct return costs shall be borne by the consumer when this has been stated in the applicable conditions.

The refund shall be made in accordance with the applicable regulations. Sunmarket may withhold the refund until it has received the goods or until the consumer has provided proof of return, whichever occurs first.

12Products not eligible for return

Without prejudice to the consumer's non-waivable rights, returns will not be accepted where a legal exception or legitimate commercial condition applies. Among other cases, the following may be excluded:

• Personalised, configured or manufactured products according to customer specifications.
• Special products, made to order, imported, reserved, manufactured or expressly requested for the customer.
• Products that may deteriorate or expire quickly.
• Sealed products that are not suitable for return for health or hygiene reasons and have been unsealed after delivery.
• Consumables, vials, ampoules, active ingredients, solutions, cosmetics or products for aesthetic or hygiene application when integrity, traceability, sterility, safety or absence of handling cannot be guaranteed.
• Incomplete, used, damaged, handled, installed, assembled products or products without the necessary elements for inspection or resale, except for lack of conformity covered by warranty.

Adhesive tape, external seals, transport labels or writing must not be placed directly on the commercial product box. If the commercial packaging is damaged, depreciation or rejection of the commercial return may occur.

13Consumables and hygiene products

Consumables and products of a perishable, hygienic, aesthetic, cosmetic, health-related or direct-application nature have special conditions for reasons of safety, health, traceability and product integrity.

Sunmarket guarantees that these products are supplied new and in accordance with the applicable quality conditions. Where there is an original defect reported within a reasonable checking period and proven with sufficient evidence, Sunmarket will assess replacement, inspection or an appropriate solution in accordance with the regulations and the product conditions.

This rule protects the end customer: it ensures that personal, aesthetic, cosmetic or hygiene application products are always delivered new, intact and not handled.

14Returns by professional customers

Professional customers, companies, self-employed persons, centres or buyers acting within their commercial or professional activity do not have the legal withdrawal right provided for consumers, unless Sunmarket voluntarily accepts it in writing or a particular condition applies.

Any commercial return by a professional customer will require prior written authorisation from Sunmarket. Acceptance may be conditional on the product not having been used, installed, opened if opening prevents resale, incomplete, handled, personalised, manufactured to order or affected by hygiene or safety reasons.

Sunmarket may charge the professional customer the costs of collection, shipping, management, inspection, checking, reconditioning, depreciation, packaging replacement, missing parts or any reasonable cost resulting from the authorised commercial return.

15After-sales contact

To request warranty, repair, return, inspection or after-sales support, the customer may contact Sunmarket through the available channels.