Terms and Conditions of Purchase

Seller Identification

Name: FACTIS, S.A.

Address: Barri Morena, 4. 17253 Mont-ras (Girona).

Email address: shop@milan.es

Phone number: 972 30 32 00

(hereinafter, the “seller”)

1. Scope of Application

1.1. These General Terms and Conditions of Sale (hereinafter, “Conditions”) together with the website terms of use (hereinafter, “Website Terms”) are intended to apply to all sales of products displayed on the website www.milan.es (hereinafter, the “website”).

1.2. The seller reserves the right to modify these Conditions without prior notice, at any time including economic conditions, whether for legal, technical, operational, economic, service, or market reasons or as a consequence of the organization or service needs including those modifications aimed at adapting these conditions to fluctuations in our business activity or market variations. Any modification of the Conditions will be valid exclusively with respect to new orders placed after the publication of such modification on the website.

1.3. These Conditions must be read by the user before using this website and may be printed, downloaded, and/or stored. If you do not agree with the content of these terms and conditions, please do not use our services. By accepting, you are confirming that you have the legal capacity to contract, accept that this agreement legally binds both parties, and its validity and enforceability.

1.4. The website is intended solely for sales directed at adult consumers, legally capable of entering into contracts, and acting for purposes other than their commercial, business, trade, or professional activity (hereinafter, “user”). The products displayed on the website are not intended for resale. Orders in quantities exceeding typical or ordinary amounts for personal use, at the seller’s discretion, are not permitted.

1.5. Only legally valid product inquiries or orders by the user will be made through this website, and the placing of false or fraudulent orders is expressly prohibited. In this regard, the seller is authorized to cancel any order and inform the relevant authorities if it is reasonably considered that such an order has been placed.

1.6. Intellectual and industrial property. The User acknowledges that all elements of the online store and each of the products, the information and materials contained therein, the trademarks, the structure, selection, arrangement, and presentation of their contents, and the computer programs used in connection with them, are protected by intellectual and industrial property rights of FACTIS, S.A. or third parties, and therefore their use does not confer any rights except those permitted under section 1.5. above. Commercial use of the contents is not allowed, nor is copying, storing, downloading, distributing, publishing, sending, transforming, decompiling the contents or parts thereof, or making any use by means or procedures other than those explicitly provided for in these conditions.

1.7. The data provided by the user to process the order and to be able to contact them regarding their purchase shall be truthful and accurate, and the seller may use such information in relation to the aforementioned management and in accordance with the Privacy Policy of FACTIS, S.A. Orders will be processed only if the required information is completed.

1.8. The seller will provide personal passwords to the user who registers on the website. These passwords will serve to access the services provided, and the user must keep the passwords under their sole responsibility in the strictest and absolute confidentiality, assuming any damages and/or losses that may occur if such confidentiality is not maintained. For security reasons, the telematic access password to the services linked to this website may be changed at any time by the user. The user agrees to immediately notify FACTIS, S.A. of any unauthorized access or use with their username and password, as well as any unauthorized third-party access to the same.

1.9. By registering and obtaining the status of registered user, the user agrees to receive all notices and information about our services electronically, either by publication in the user account or by sending it to the provided email address. FACTIS, S.A. will consider electronic communications duly notified within 5 days from the publication or dissemination, regardless of whether such communication has been read by the user.

2. Purchase Process and Contract Formation / Order and Acceptance

2.1. Users select products by clicking on their respective images. The chosen products are added to the shopping cart and then users can place the order by completing the order form and accepting the current Terms and Conditions. Before placing an order, the User is required to verify the accuracy of the information provided after making the necessary corrections. The purchase order is sent to the seller once the user selects the “Complete Purchase” option; subsequently, the user will receive an email acknowledging receipt of the order. Users will be able to regularly access updated information about the status of the pending order by clicking on the personal section of the user service area on the website.

2.2. The order placed by the user constitutes an offer to purchase the selected products from the seller. Orders are subject to acceptance by the seller, who will communicate acceptance by email within no more than 6 business days from the date the order was placed. The User may cancel the order at any time prior to the sending of the seller’s acceptance email. The Contract will be considered concluded upon acceptance by the seller, who is also entitled to refuse to accept an order at their sole discretion. The price of the products will be blocked on the User’s credit card when placing the order, but will only be charged after the order has been accepted by the seller.

2.3. The seller reserves the right to modify the variety of products displayed on the website at any time.

2.4. All orders are subject to product availability. If there is any stock or supply issue that prevents sending you an item, we may offer an equivalent alternative. If the alternative is not of your interest, we will proceed with a full refund of any amount paid.

2.5. The seller reserves the right to terminate the sales contract concluded with any user with whom there are pending disputes, or with anyone who breaches or has breached the seller’s Terms during the course of a previous purchase.

3. Prices and Payment Terms

3.1. The prices of products sold through the website are in euros and include the VAT applicable at any given time and any taxes applicable to the sale. The prices displayed on the website do not include shipping costs, which will be charged separately to the user. The total price of the order will be shown before the user is asked to select the “Complete Purchase” button.

When due to the nature of the product or the shipment, any of these costs cannot be calculated in advance, we will inform the user that an additional charge may apply and how it will be determined.

3.2. The seller reserves the right to modify the prices of the products displayed on the website, or to correct errors or inaccuracies, at any time. In the event that the seller discovers an error in the price of the products ordered by a user prior to acceptance, they will inform the user of the error as soon as reasonably possible. The User will have the option to reconfirm their order with the correct price or cancel it. If the seller cannot contact the user using the contact information provided by them during the purchase process, the order will be considered canceled and this will be notified by email.

3.3. The payment methods accepted by the seller will be indicated at the beginning of the purchase process and are: Apple Pay, Google Pay, PayPal, Bizum, credit card, and debit card.

3.4. When making a purchase, the corresponding invoice can be requested by email at shop@milan.es and providing the corresponding tax information.

3.5 FACTIS, S. A. may activate promotional campaigns or apply discounts on products or services at any time. These campaigns will be available during the period expressly indicated in the promotion itself or while they remain published on our website. Unless otherwise indicated, promotions and discounts will be for one-time use only, not cumulative with each other, and subject to availability. At FACTIS, S. A. we reserve the right to cancel any order if an obvious error in the published price or misuse, fraudulent use, or violation of the promotion conditions is detected.

4. Delivery

4.1. The items offered through this website are only available for shipment to Spanish territory, mainland. The Balearic Islands, Canary Islands, Ceuta, and Melilla are not included.

4.2. Products will be delivered to the address indicated in the orders within the timeframe indicated in their acceptance (between 3 and 6 business days), with a maximum period of 30 calendar days. Deliveries to PO boxes cannot be made. Deliveries will only be made to adults. The user acknowledges that anyone present at the delivery address will be authorized to receive the deliveries.

4.3. The currently available shipping option has a fee of €5 for orders up to €45 to mainland Spain (excluding the Balearic Islands, Canary Islands, Ceuta, and Melilla). We offer free shipping on orders over €45.

4.4. During periods of high demand, such as the Christmas campaign, back-to-school season, or other holidays, delivery times may be extended due to the saturation of transportation and associated logistics services. Therefore, during these times of the year, we recommend making purchases well in advance to ensure product availability and delivery within the desired timeframe. Shipment tracking can be done through the link sent by email after placing the order.

4.5. The risk of loss or damage to the products forming part of the order shall pass to the user from the delivery described in section 4.2. above.

4.6. In the event that the seller has set a delivery date and is unable to comply due to reasons attributable to the user, the latter will be charged a surcharge for reshipping the products on a different date or delivery period as agreed between the buyer and seller.

4.7. If the seller fails to contact the user after making reasonable efforts to coordinate delivery, the seller must notify the user that delivery will be attempted within a period of thirty (30) days. If the user fails to accept delivery within the mentioned period, we may terminate the contract and deduct from the refund amount the costs arising from the return.

5. Right of withdrawal - returns

5.1. The user has the right to withdraw from the contract without justification within a period of fourteen (14) calendar days from the receipt of the products. The withdrawal period will expire after fourteen (14) calendar days from the day on which the user or a third party indicated by the user, other than the carrier, obtains physical possession of the products. To exercise this right, the user must notify FACTIS, S.A. of their decision to withdraw from the contract.

5.2. To request a return due to withdrawal, you can access “My Account” and click on the “My Orders” button. If the order is within 14 days from its receipt, you will be able to click on the “Request Return” button.

It is necessary to indicate the product reference and quantity to be returned, as well as fill in all the required fields.

5.3. Alternatively, the user may send another type of unequivocal statement of their withdrawal from the contract electronically. If the user exercises the right of withdrawal by this means, the seller will acknowledge receipt of such withdrawal via email within a reasonable time without delay. To comply with the withdrawal period, it will be sufficient for the user to send a communication regarding the exercise of their right of withdrawal before the withdrawal period expires.

6. Effects of withdrawal

In case of withdrawal, we ask that you return the products within 14 days from the communication, in the same condition in which you received them, with their original packaging, accessories, and labels. Any handling other than what is necessary to verify the nature and functioning of the products may result in a reduction of the amount to be refunded. The shipment of the products to be returned can be managed by you or by requesting our management. In both cases, the return shipping costs will be borne by you. If the return is managed by us, these costs will be deducted from the amount to be refunded.

6.1. If the user withdraws from the contract, FACTIS, S.A. will refund all payments received, including shipping costs, without undue delay and in any case no later than fourteen (14) calendar days from the day the user informs the seller of their decision to withdraw from the contract. The seller will make the refund using the same payment methods used by the user in the initial transaction, unless the user has expressly consented otherwise. Under no circumstances will the user incur charges resulting from the refund. Notwithstanding the foregoing, the seller may withhold the refund until the products are returned or the user provides proof of having returned them, whichever occurs first.

6.2. The user must return the products or deliver them to the seller without undue delay and in any case within fourteen (14) calendar days from the day the user notifies the seller of their withdrawal from the contract. The deadline will be considered met if the user sends the products before the expiration of the 14 (fourteen) calendar day period. The direct costs related to the return of the products will be borne by the user.

6.3. The user must return the products in the condition and packaging in which they were received, including all accessories or instruction manuals. Labels must not be removed. The user will be responsible for any reduction in the value of the products resulting from handling them in a way other than what is necessary to establish their nature, characteristics, and functioning. FACTIS, S.A. may refuse to issue a refund for products that are deteriorated, damaged, or altered, have had their labels removed, or are in a condition that clearly indicates they were used for purposes other than those intended by applicable law.

No refund will be made if the product has been used beyond merely opening it, if the products are not in the same condition as when delivered, or if they have suffered any damage, so the user must be careful with the product(s) while in their possession. The user is requested to return the item including all its original packaging, instructions, and other accompanying documents, if any.

6.4. The user will assume the risk of loss or damage to the products during their return, except when the seller, after receiving the notification of withdrawal from the contract, has offered to collect the products themselves.

6.5. When the sales contract includes multiple products, the exercise of the right of withdrawal may apply to one or more of the products purchased.

6.6. Exception to the right of withdrawal: The user does not have the right to return products made according to the user’s specifications or that are clearly personalized; products that are at risk of deteriorating or perishing quickly; sealed products that cannot be returned for health protection or hygiene reasons and have been unsealed after delivery; products that, after delivery and according to their nature, are inseparably mixed with other goods.

6.7. Return pickups will be carried out through a courier, and their arrangement will be made by FACTIS, S.A. If the user no longer has the original packaging, they may return the item in any packaging, provided that it ensures the items are not lost and remain intact, following the instructions found in the “Returns” section on this website. After performing the appropriate verifications, the user will receive an email with a label, which must accompany the package.

7. Size or Color Exchanges

To make a size or color exchange of an order, the user can make a return within 14 days from the shipping date of their order for items they do not want. Then, place a new order with the items in the desired size or color. Return shipping costs are the responsibility of the user. If the return is managed by us, these costs will be deducted from the refund amount. For orders under €45, the shipping cost is €5.

8. Product Characteristics

The seller commits to making reasonable efforts to ensure that the images of the products on the website are faithful reproductions of the physical products. Even with the adoption of technical solutions to minimize inaccuracies, it is possible, however, that due to technical limitations there may be discrepancies (for example, in color resolution) between the images and the products. The seller will not be responsible for the lack of adequacy of the graphical representation of the products displayed on the website as a result of such limitations.

9. Legal Warranty – Product Conformity

9.1. If a product purchased on the website is found to be defective or non-compliant, we offer the user a 3-year warranty (legal warranty) counted from the delivery of the product, as established by applicable consumer protection laws.

9.2 Any communication related to the non-conformity of the products must be brought to our attention along with a detailed description of the problem and the order details by sending an email to shop@milan.es. This communication should be made as soon as possible and in any case within a reasonable period or within the legally established timeframe. If product pickup is applicable, we will carefully examine it and notify the user by email, within a reasonable period, whether a refund or replacement is appropriate. This will be carried out within 14 days following the date of confirmation of acceptance of the issue.

9.3. Damages due to misuse, impacts, or wear and tear from use are excluded from the coverage of the legal warranty.

9.4. For inquiries about repairs not covered by the legal warranty, please contact the seller's customer service at the following address: shop@milan.es

10. Reviews and Ratings

At FACTIS, S. A., we allow users who have placed an Order to share their experience through reviews, ratings, and comments (hereinafter, the "Reviews"). These Reviews aim to help other users make informed decisions. By submitting a Review, you expressly accept these Terms of Purchase, the Legal Notice, and the Privacy and Cookies Policy, and you declare that:

• You are of legal age.

• You are the original author of the content or have the necessary authorizations for its publication.

• The Review reflects a real personal experience, either your own or from people in your environment for whom you have authorization to share such experience.

• You have not received any payment, gift, discount, or other compensation in exchange for submitting the Review. We do not publish purchased or incentivized reviews. If a review comes from a commercial collaboration, it will not be displayed as a consumer opinion and will be clearly and unequivocally identified as promotional content.

• The content does not infringe on third-party rights (including copyrights, image rights, data protection, trade secrets, or the right to honor).

• You do not include personal data (such as full names, addresses, emails, phone numbers, Order numbers, or similar identifiers) of yourself or third parties.

• You refrain from including images or references to minors.

• You agree that, when the system requires it, you may be asked for a pseudonym, which may be visible alongside the Review.

10.1. Moderation and publication. At FACTIS, S. A., we may review Reviews both through automated systems and manual methods, before or after their publication. Likewise, we reserve the right to delete or reject them, in whole or in part and without prior notice, if:

• They are false, misleading, inaccurate, or not based on real experience.

• They contain offensive, defamatory, threatening, discriminatory, sexist, racist language or incite hatred or violence.

• They include advertising, spam, links, prices, external comparisons, or other commercial purposes.

• They contain viruses or potentially harmful technical elements.

• They refer to topics unrelated to the evaluated Order, such as payment issues, returns, or other incidents (for which the enabled contact channels must be used).

• They contain personal data of any kind or sensitive data according to Article 9 of Regulation (EU) 2016/679 (such as health, beliefs, sexual orientation, etc.).

• They constitute attacks on other Users or other Reviews.

Although we may correct spelling or formatting errors that do not alter the content, as well as remove personal data included by mistake, we will publish both positive and negative Reviews that meet these requirements and under the same moderation criteria. Likewise, you may publish only one Review per Order placed.

10.2. Verification and publication of reviews. We apply reasonable and proportionate measures to verify that the Reviews come from people who have actually purchased or used the product. For this purpose, we may verify that each Review corresponds to an Order actually placed, through the Order number, the email linked to the account, or another technical validation mechanism. Under no circumstances will the original content or rating be modified.

10.3. Rights of use over the Reviews. By submitting a review you grant us free of charge, a non-exclusive license to use, reproduce, adapt, translate, publicly communicate, or distribute the Review, in any medium or format, including websites, social networks, commercial communications, points of sale, and, in particular, also for advertising or promotional purposes.

This license does not grant you the right to remuneration and will remain in effect while the Review remains published. If you request its removal or revoke your consent according to the following section, we will stop using it in new media or campaigns, without prejudice to uses already made in accordance with the law.

10.4. Removal, modification, and revocation. You may request at any time the removal, anonymization, or modification of your Review by contacting shop@milan.es. You may also revoke the consent granted for its use, without prejudice to the processing already carried out in accordance with the law.

10.5. As a User, you are solely responsible for the content of your Review and any legal consequences arising from it. Reviews reflect the personal opinions of their authors and therefore do not constitute statements or guarantees made by us. At FACTIS, S. A. we disclaim all responsibility regarding their truthfulness, accuracy, or usefulness.

11. Privacy and Data Protection

The seller's privacy and data protection policy, which is available at the following link, will apply to the data processed related to users' orders and requests.

12. Applicable Law and Jurisdiction

The use of the website www.milan.es, the purchase contracts entered into through said website, and these General Terms and Conditions of Sale shall be governed by Spanish law.

Any dispute arising from or related to the use of the website or such contracts shall be subject to the exclusive jurisdiction of the courts and tribunals of the city of Barcelona (waiving any other jurisdiction that may correspond), unless the consumer user opts for out-of-court resolution in accordance with the following point 11 on consumer arbitration.

13. Complaints and Claims

We appreciate receiving user feedback for any suggestions, inquiries, complaints, or claims through the contact form on the website www.milan.es, by email at shop@milan.es, or by customer service phone at 972 30 32 00.

Complaints and claims submitted to our customer service will be addressed as soon as possible and, in any case, within a maximum period of one month. They will be registered with an identification code to allow for tracking.

If the user, as a consumer, considers that their rights have been violated, they may send their complaints to us via the email address info@milan.es in order to request an out-of-court dispute resolution. In this regard, if the purchase between the user and FACTIS, S.A. was made online through our website, in accordance with EU Regulation No. 524/2013, we inform that the user has the right to request an out-of-court dispute resolution in consumer matters accessible through the Internet address http://ec.europa.eu/consumers/odr/.

14. Intellectual and/or Industrial Property

The Website, the content and functionalities related to them, the design of https://www.milan.es as well as the databases, software, the various elements that make up the website (texts, graphics, photographs, videos, sound recordings, color combinations, layout and selection, etc.), and distinctive signs (logos, registered trademarks, and trade names) that appear on the Website are owned by FACTIS, S. A. or by the holders of the respective licenses and are protected by the corresponding intellectual and industrial property rights.

Under no circumstances does access to the Website imply the transfer of any intellectual and/or industrial property rights over it or its contents.

15. Waiver

The seller's failure to claim from the user compliance with the provisions of these Terms or the delay in exercising the seller's rights shall not imply a waiver of such rights nor tacit modifications of the provisions of the Terms, nor shall it prevent the seller from exercising its rights in the future.

Last modification 25.09.2026