Terms of Service

These Terms of Service govern purchases made through www.experience27.com.

Experience 27’s online store is hosted by Shopify Inc., which provides the e-commerce platform through which we sell our products and services.

Products purchased through www.experience27.com are sold by Group Viginti Septem, SL, a Spanish company registered in the Mercantile Registry of Madrid under Act Number 248.016, page number 26.418, with tax identification number CIF B88400668 and registered address at:

Calle Libertad, 6
Madrid, Spain

Customers may contact Experience 27 by email at sales@experience27.com or by telephone or WhatsApp at (+34) 608 635 367.

By accessing our website or placing an order, you agree to be bound by these Terms of Service, together with our Privacy Policy, Shipping Policy, and Refund Policy.

1. Eligibility and use of the website

Experience 27 offers products for sale primarily to final consumers who are natural persons of legal age.

Products purchased through Experience 27 may not be acquired for unauthorized resale or other commercial purposes without our prior written consent.

We reserve the right to refuse or cancel orders that appear to have been placed for fraudulent, unauthorized, or unlawful purposes, or that otherwise violate these Terms of Service.

2. Placing an order

To place an order, the customer must follow the steps indicated during checkout, provide the requested information, confirm the products added to the cart, and complete payment.

The customer is responsible for ensuring that all information supplied during checkout—including the name, billing information, delivery address, telephone number, and email address—is complete and accurate.

Before confirming the purchase, the customer will be shown the complete order total, including:

• The price of the products
• Shipping costs
• Applicable taxes
• Applicable import duties
• Any discounts or promotional adjustments

By submitting an order, the customer agrees to pay the total amount displayed at checkout.

An order will not be processed until payment authorization or confirmation has been received.

Once the order has been completed, the customer will receive an order confirmation by email detailing the products purchased, their prices, shipping costs, applicable taxes and duties, payment method, delivery address, and other relevant details of the transaction.

Receipt of an order confirmation does not prevent Experience 27 from cancelling an order in cases involving suspected fraud, stock discrepancies, payment problems, obvious pricing errors, or other exceptional circumstances. If an order is cancelled after payment has been collected, the amount paid will be refunded.

Orders and associated transaction information will be retained for the period required by applicable law and handled in accordance with our Privacy Policy.

3. Products

Only products marketed by Group Viginti Septem, SL or its authorized business partners are offered for sale through Experience 27.

We reserve the right to add, remove, or modify the products offered through the website at any time.

The essential characteristics of each product are described on its product page based on the information available to us and information provided by the relevant designer or supplier.

We make every reasonable effort to represent products accurately. However, colors and other visual characteristics may appear differently depending on the customer’s screen, browser, device settings, and lighting conditions.

Measurements are approximate unless otherwise stated.

All products sold by Experience 27 are authentic, and Experience 27 is an authorized retailer of the brands it carries.

Product availability is not guaranteed until the order has been confirmed and processed.

4. Prices, taxes, and duties

Product prices are displayed in the currency selected for the customer’s market.

Applicable taxes may be included in the displayed price or calculated at checkout, depending on the delivery destination.

For orders delivered outside the European Union, European Union VAT may be removed where applicable. Shipping costs and any applicable import duties and taxes are then calculated for the delivery destination and collected at checkout.

International orders are shipped DDP (Delivered Duty Paid).

The total displayed at checkout is the final amount payable to Experience 27. Customers will not be required to pay additional duties, import taxes, or customs-clearance fees when the order is delivered.

The customer’s bank, card issuer, or payment provider may separately impose currency-conversion or international transaction fees. These charges are not imposed or controlled by Experience 27.

Product prices may be updated at any time. The price applied to an order will be the price displayed at the time the customer confirms the purchase, except in the case of an obvious technical or pricing error.

Shipping costs may vary according to the delivery destination, parcel characteristics, carrier rates, and any shipping promotions available at the time of purchase.

5. Payment

Payment is collected when the customer confirms the purchase.

Available payment methods will be displayed during checkout and may include credit cards, debit cards, accelerated checkout services, or other payment methods made available through Shopify.

Payment information is transmitted using secure and encrypted payment-processing systems. Complete card details are processed by the relevant payment provider and are not directly stored by Experience 27.

Experience 27 may use transaction information to process purchases, issue refunds, prevent fraud, and comply with applicable legal obligations.

If payment cannot be authorized or completed, the order will not be processed.

The order confirmation serves as proof of purchase. An invoice may be provided electronically or included with the shipment where applicable.

Fraudulent transactions may be reported to the appropriate payment providers, financial institutions, or authorities.

6. Shipping and delivery

Experience 27 ships worldwide using insured express couriers, including DHL and other selected carriers.

We do not deliver to P.O. boxes.

Shipping costs are calculated at checkout based on the delivery destination and other relevant shipment details.

Orders are generally prepared within one to two business days. Processing may take longer during sale periods, holidays, launches, or other periods of unusually high demand.

Tracking information will be provided once the order has shipped.

Delivery times displayed on the website or provided by the carrier are estimates. They may be affected by carrier delays, customs processing, weather, force majeure, or other circumstances beyond our reasonable control.

The maximum delivery period will be the period established by applicable consumer law unless the customer and Experience 27 have agreed otherwise.

International orders are shipped DDP (Delivered Duty Paid), with applicable import duties and taxes calculated and collected at checkout. Customers will not be required to pay additional customs charges upon delivery.

Experience 27 provides carriers and customs authorities with the documentation required for international shipment, including a commercial invoice declaring the accurate value and contents of the order. We cannot declare a reduced value or identify a commercial purchase as a gift.

Customs authorities may inspect or temporarily delay an international shipment. Experience 27 is not responsible for delays caused solely by customs processing or circumstances beyond our reasonable control.

The customer is responsible for providing a complete and accurate delivery address. Experience 27 is not responsible for delivery problems caused by an incorrect, incomplete, or outdated address supplied by the customer.

Address changes cannot always be made after an order has been confirmed or dispatched. Customers should contact us immediately if they discover an address error.

Delivery is considered completed when the carrier’s tracking or delivery system records the shipment as delivered to the address supplied by the customer or to another location authorized by the customer.

If the recipient is absent, the carrier may attempt redelivery, leave collection instructions, deliver to an authorized service point, or contact the recipient directly.

If delivery cannot be completed because the address supplied by the customer is incorrect or incomplete, the recipient is unavailable, the shipment is refused, or for another reason attributable to the recipient, the shipment may be returned to Experience 27.

Any return shipping, customs, handling, or related costs incurred as a result may be deducted from the customer’s refund, except where prohibited by applicable law.

If a shipment appears to have been lost, Experience 27 will open an investigation with the carrier. Carrier investigations may take several days or weeks. Once the investigation has been completed, Experience 27 will arrange an appropriate replacement or refund where applicable.

Customers should inspect the package when it is delivered and report visible damage as soon as possible. Damage to an item or a discrepancy in the order should be reported to sales@experience27.com, together with the order number and supporting photographs.

Items are inspected before shipment, and Experience 27 may retain photographs or other quality-control records documenting their condition before dispatch.

Products classified as dangerous goods, including certain perfumes or liquids, may be subject to geographical shipping restrictions.

Customers selecting store pickup will receive a confirmation when the order is ready for collection.

7. Returns

Customers may request a return within 14 calendar days of delivery, subject to our Refund Policy and applicable consumer law.

To request a return, the customer must email sales@experience27.com and provide:

• The order number
• The item or items being returned
• The preferred return outcome
• A preferred date and time for collection, where applicable

The customer may request an exchange, store credit, or a refund to the original form of payment, subject to the conditions of our Refund Policy.

Where applicable, Experience 27 will provide return instructions, customs documentation, or a return shipping label.

After return authorization has been issued, the item must be sent back within 14 days. Returns sent outside this period may not be accepted, except where mandatory consumer law provides otherwise.

Returned items must be:

• Unworn and unused
• In their original condition
• Returned with all designer and Experience 27 tags attached
• Returned with their original packaging
• Securely packaged to prevent damage in transit

Experience 27 may reject a return or reduce the refund if an item has been worn, used, damaged, altered, or handled beyond what is reasonably necessary to inspect it.

Items identified as final sale, made to order, personalized, altered, or produced to the customer’s specifications may not be eligible for return, except where mandatory consumer law provides otherwise or where the item is defective.

For hygiene reasons, certain sealed products may not be eligible for return after the seal has been removed, where permitted by applicable law.

Items discounted by 50% or more are eligible for store credit only, except where mandatory consumer law provides otherwise.

Once a return has been received, inspected, and approved, the refund, exchange, or store credit will be processed in accordance with the Refund Policy.

8. Return shipping and customs

Return shipping is complimentary for orders delivered within Spain and the European Union.

Return shipping is also complimentary for international orders. However, any customs duties, taxes, re-import charges, handling fees, or similar costs arising specifically from the return shipment are the responsibility of the customer and may be deducted from the refund where applicable.

International orders are originally shipped DDP, with applicable duties and taxes calculated and collected at checkout. Customers will therefore not be required to pay additional duties, import taxes, or customs-clearance fees when the original order is delivered.

If an order is refused, abandoned, or returned because delivery could not be completed for a reason attributable to the recipient, the resulting return shipping, customs, and handling costs may be deducted from the refund.

Nothing in this section limits any mandatory consumer rights that apply to the customer.

9. Refunds and exchanges

Once a return has been received and inspected, Experience 27 will notify the customer whether it has been approved.

Approved refunds will be issued to the original form of payment unless the customer has selected store credit or another agreed method.

Refunds will be processed without undue delay and within the timeframe required by applicable law. The customer’s bank or payment provider may require additional time to credit the funds after Experience 27 has processed the refund.

Exchanges are subject to product availability.

Where an item purchased at full price is reduced within 14 days of the order date, the customer may request store credit for the price difference by contacting sales@experience27.com.

The complete conditions applicable to returns, refunds, exchanges, sale items, and price adjustments are provided in our Refund Policy.

10. Right of withdrawal

Where the statutory right of withdrawal applies, the customer may withdraw from the purchase within 14 calendar days without providing a reason.

The withdrawal period begins on the day the customer, or a third party designated by the customer other than the carrier, acquires physical possession of the goods.

To exercise this right, the customer must notify Experience 27 of the decision to withdraw through an unequivocal statement sent to:

Group Viginti Septem, SL
Calle Libertad, 6
Madrid, Spain
sales@experience27.com

The customer may use the withdrawal form below, but its use is not mandatory.

The communication exercising the right of withdrawal must be sent before the withdrawal period expires.

Where required by applicable law, Experience 27 will refund eligible payments received from the customer, including the cost of the least expensive standard delivery method offered for the order.

Additional delivery costs resulting from the customer’s selection of a more expensive delivery method are not refundable unless otherwise required by law.

Experience 27 may withhold reimbursement until the returned goods have been received or until the customer provides evidence that the goods have been sent back, whichever occurs first.

The customer is responsible for any reduction in the value of the goods caused by handling beyond what is necessary to establish their nature, characteristics, and condition.

Model withdrawal form

Complete and send this form only if you wish to withdraw from the contract:

To:
Group Viginti Septem, SL
Calle Libertad, 6
Madrid, Spain
sales@experience27.com

I hereby give notice that I withdraw from my contract for the sale of the following goods:

Order number:

Goods:

Order date:

Date received:

Name of customer:

Address of customer:

Signature of customer:
Only required if this form is submitted on paper.

Date:

11. Defective or incorrect products

Experience 27 is responsible for providing products that conform to the contract and for honoring the customer’s statutory rights regarding defective, damaged, or incorrect goods.

If a customer receives a defective, damaged, or incorrect product, they should contact sales@experience27.com and provide:

• The order number
• A detailed description of the issue
• Clear photographs or other reasonably requested evidence

Experience 27 will review the claim and provide an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include repair, replacement, a price reduction, or a refund.

Experience 27 will cover reasonable return and redelivery costs associated with an accepted claim concerning a defective, damaged, or incorrect product.

Damage caused by misuse, improper handling, accidental damage, unauthorized alteration, or ordinary wear and tear is not considered a product defect.

Nothing in these Terms limits the customer’s statutory legal guarantee or other mandatory consumer rights.

12. Intellectual and industrial property

All content appearing on Experience 27—including photographs, images, text, videos, graphics, logos, designs, layouts, menus, software, and other materials—is protected by applicable intellectual and industrial property laws.

Unless otherwise stated, this content belongs to Group Viginti Septem, SL, Experience 27, its designers, suppliers, licensors, or other authorized rights holders.

Access to the website does not grant the user any license or ownership right over its content.

Users may not reproduce, modify, distribute, sell, license, publish, publicly communicate, reverse engineer, commercially exploit, or otherwise use protected website content without the prior permission of the relevant rights holder, except where permitted by law.

13. Website availability and third-party links

Experience 27 takes reasonable measures to keep the website accurate, secure, and available. However, we cannot guarantee that access will always be uninterrupted or free from technical errors.

The website may occasionally be unavailable because of maintenance, updates, hosting issues, security measures, circumstances beyond our reasonable control, or other technical reasons.

Experience 27 may update, correct, restrict, or remove website content when reasonably necessary.

The website may contain links to third-party websites or services. These links are provided for convenience and do not imply endorsement.

Experience 27 does not control third-party websites and is not responsible for their availability, content, privacy practices, products, or services. Customers should review the applicable terms and privacy policies before using a third-party website.

14. Privacy

Personal information is processed in accordance with our Privacy Policy and applicable data-protection legislation, including the European Union General Data Protection Regulation and relevant Spanish data-protection law.

Customers should review the Privacy Policy before creating an account or placing an order.

Customers who register or make a purchase will not receive promotional communications unless they have provided the required consent or another lawful basis applies. They may unsubscribe from marketing communications at any time.

15. Changes to these Terms

Experience 27 may amend these Terms of Service when necessary to reflect changes to the website, business operations, payment methods, shipping arrangements, legal requirements, or other relevant circumstances.

The version of the Terms displayed when the customer places an order will apply to that purchase.

If any provision of these Terms is found to be invalid or unenforceable, the remaining provisions will continue in effect to the fullest extent permitted by law.

A failure by Experience 27 to enforce a provision on one occasion does not constitute a waiver of the right to enforce it later.

16. Customer service and complaints

For questions, incidents, returns, or complaints, customers may contact Experience 27 at:

Email: sales@experience27.com
Telephone or WhatsApp: (+34) 608 635 367
Address: Calle Libertad, 6, Madrid, Spain

Official complaint forms (hojas de reclamaciones) are available at the Experience 27 boutique at Calle Libertad, 6, Madrid.

17. Applicable law

These Terms of Service are governed by Spanish law, without depriving consumers residing in another jurisdiction of any mandatory protections provided by the laws applicable to them.

Applicable legislation includes Spanish and European Union rules governing consumer protection, electronic commerce, distance contracts, data protection, and general contractual conditions.

Any dispute will be handled by the courts or consumer-dispute bodies having jurisdiction under applicable consumer law.

Nothing in these Terms restricts any mandatory rights available to consumers under applicable legislation.