Our terms and conditions of engagement

TERMS AND CONDITIONS OF SALE

Terms and Conditions revised and updated in August 2026. They apply from the time of publication. The version governing each purchase is the version published and accepted by the customer when placing the order.

Index

1. Pre-contractual information

2. General Terms and Conditions for the sale of products through our website

3. Specific Terms and Conditions for the sale of products through our website

3.1. Siroko Custom — specific terms and conditions applicable to this service

3.2. Siroko Gift Card — specific terms and conditions applicable to this product

3.3. Siroko Wallet — specific terms and conditions applicable to this payment method

4. Legal guarantee of conformity for products

5. Taxes applicable to sales made through this website

6. Jurisdiction

7. Applicable law

8. Severability

9. Textile materials, sustainability and animal welfare policy

11. Website owner and address for service of notices

Annex I. Model withdrawal form

Annex II. Information on consumer complaint forms.

Annex III. Safe online shopping

 

1. Pre-contractual information for distance sales contracts.

www.siroko.com sells through this website exclusively to consumers and users. This is not a business-to-business website.

Anyone who provides personal data through our purchase forms must have the legal capacity to enter into a binding contract.

Before making a purchase on our website, you must read these Terms and Conditions, as they govern the distance sales contract between you and us. They have been drafted to provide our customers with clear and transparent information about the terms that apply to their purchases. If anything is unclear, please contact us before placing your order so that we can explain it to you. Before clicking the purchase button, you will be asked to confirm, by checking a box, that you have read and accept the Terms and Conditions of sale of www.siroko.com. If you do not understand any part of these Terms and Conditions, please contact us before completing your purchase.

These Terms and Conditions are divided into General Terms and Conditions and Specific Terms and Conditions. Together with the information provided on the website, they contain the information we are legally required to provide to you.

In accordance with Article 97 of Royal Legislative Decree 1/2007 of November 16, approving the consolidated text of the General Law for the Protection of Consumers and Users (hereinafter, the “TRLGDCU”), we set out below the legal information that must be provided before a distance sales contract is entered into. This information is provided through the product information and specifications available on the website, together with these General and Specific Terms and Conditions.

“Article 97. Pre-contractual information for distance contracts and off-premises contracts.

1. Before the consumer and user is bound by any distance or off-premises contract or any corresponding offer, the trader shall provide the following information in a clear and comprehensible manner, paying particular attention in the case of vulnerable consumers, to whom the information shall be provided in appropriate, accessible and comprehensible formats:

a) The main characteristics of the goods or services, to the extent appropriate to the medium used and to the goods or services concerned.

b) The identity of the trader, including its trading name.

c) The full geographical address at which the trader is established, its telephone number and email address. In addition, where the trader provides other means of online communication that guarantee that the consumer or user can keep any written correspondence with the trader, including the date and time of such correspondence, on a durable medium, the information shall also include details of those other means. All means of communication provided by the trader shall enable the consumer or user to contact and communicate with the trader quickly and efficiently. Where applicable, the trader shall also provide the full geographical address and identity of the trader on whose behalf it is acting.

d) If different from the address provided in accordance with point (c), the full geographical address of the trader’s place of business and, where applicable, that of the trader on whose behalf it acts, to which the consumer or user may address any complaints.

e) The total price of the goods or services, inclusive of taxes and charges, or, where the nature of the goods or services is such that the price cannot reasonably be calculated in advance, the manner in which the price is to be calculated, as well as, where applicable, all additional freight, delivery or postal charges and any other costs or, where those charges cannot reasonably be calculated in advance, the fact that such additional charges may be payable. In the case of a contract of indeterminate duration or a contract containing a subscription, the price shall include the total costs per billing period. Where such contracts are charged at a fixed rate, the total price shall also mean the total monthly costs. Where the total cost cannot reasonably be calculated in advance, the manner in which the price is calculated shall be stated precisely.

f) Where applicable, that the price has been personalized on the basis of automated decision-making.

g) The cost of using the means of distance communication for concluding the contract where that cost is calculated other than at the basic rate.

h) The arrangements for payment, delivery and performance, the date by which the trader undertakes to deliver the goods or perform the services and, where applicable, the trader’s complaint-handling policy.

i) The language or languages in which the contract may be concluded, where this is not the language in which the pre-contractual information has been provided.

j) Where a right of withdrawal exists, the conditions, time limit and procedures for exercising that right, as well as the model withdrawal form.

k) Where applicable, an indication that the consumer or user will have to bear the cost of returning the goods in the event of withdrawal and, for distance contracts, where the goods, by their nature, cannot normally be returned by post, the cost of returning the goods.

l) Where the consumer or user exercises the right of withdrawal after submitting a request pursuant to Article 98.8 or Article 99.3, information that, in that case, the consumer or user shall pay the trader reasonable costs in accordance with Article 108.3.

m) Where, pursuant to Article 103, the right of withdrawal does not apply, an indication that the consumer or user does not have that right, or the circumstances in which the consumer or user will lose it where it does apply.

n) A reminder of the existence of a legal guarantee of conformity for goods, digital content or digital services.

ñ) Where applicable, the existence of after-sales assistance to the consumer and user, after-sales services and commercial guarantees, and their conditions.

o) The existence of relevant codes of conduct and how copies of them may be obtained, where applicable. For these purposes, a code of conduct means an agreement or set of rules not imposed by legal, regulatory or administrative provisions that defines the conduct of traders that undertake to comply with the code in relation to one or more commercial practices or economic sectors.

p) The duration of the contract, where applicable, or, if the contract is of indeterminate duration or is automatically extended, the conditions for terminating it.

q) Where applicable, the minimum duration of the consumer’s or user’s obligations under the contract.

r) Where applicable, the existence and conditions of any deposits or other financial guarantees to be paid or provided by the consumer or user at the trader’s request.

s) Where applicable, the functionality of goods with digital elements, digital content or digital services, including applicable technical protection measures.

t) Where applicable, any relevant compatibility and interoperability of goods with digital elements, digital content or digital services known to the trader or that the trader can reasonably be expected to have known.

u) Where applicable, the possibility of having recourse to an out-of-court complaint and redress mechanism to which the trader is subject, and the methods for accessing it.

2. Paragraph 1 shall also apply to contracts for the supply of water, gas or electricity, where they are not put up for sale in a limited volume or set quantity, district heating and digital content not supplied on a tangible medium.

3. In public auctions, the information referred to in paragraph 1(b), (c) and (d) may be replaced by the equivalent details of the auctioneer.

4. The information referred to in paragraph 1(j), (k) and (l) may be provided by means of the model instructions on withdrawal for consumers and users set out in Part A of Annex I. The trader shall have fulfilled the information requirements referred to in paragraph 1(j), (k) and (l) where it has supplied that information correctly completed.

5. The information referred to in paragraph 1 shall form an integral part of the distance or off-premises contract and shall not be altered unless the parties expressly agree otherwise. The trader shall bear the burden of proving proper compliance with its information obligations and, where applicable, the express agreement regarding the content of the information provided before the conclusion of the contract.

6. If the trader has not complied with the information requirements on additional charges or other costs referred to in paragraph 1(e), or on the costs of returning the goods referred to in paragraph 1(k), the consumer or user shall not be required to pay those charges or costs.

7. The information requirements laid down in this Chapter shall be additional to those set out in Law 17/2009 of November 23, on free access to service activities and their exercise, and Law 34/2002 of July 11, on information society services and electronic commerce. Without prejudice to the preceding paragraph, where a general or sector-specific provision on the provision of services, including information society services and electronic commerce, concerning the content or manner in which information must be provided conflicts with any provision of this Law, the provision of this Law shall prevail, without prejudice to the prevailing and preferential application of sector-specific provisions with respect to matters expressly provided for in the provisions of European Union law from which they derive.

8. The burden of proof regarding compliance with the information requirements laid down in this Article shall rest with the trader.”

The remaining information governing our contractual relationship is set out in the General and Specific Terms and Conditions below. Please read them carefully.

2. General Terms and Conditions for the sale of products through our website

2.1. Introduction

These Terms and Conditions have been drafted in accordance with the TRLGDCU and its amendments, as well as all other Spanish and European Union legislation applicable to relationships with consumers and users. They govern the relationship between consumers who purchase through our website and our company, as the owner of the website and seller. The contract governing our relationship is a distance sales contract regulated by the TRLGDCU.

www.siroko.com may amend these Terms and Conditions at any time by publishing the updated version on the Website so that users can review it before making any purchase. The version applicable to each purchase shall be the version published and accepted by the user when placing the order; subsequent amendments shall not affect orders that have already been concluded.

This contract is governed by Spanish law and, in particular, by the TRLGDCU and its amendments, as well as all other national and European Union legislation applicable to consumers and users, which shall govern any matters not provided for in these Terms and Conditions regarding interpretation, validity and performance. Law 7/1998 of April 13, on General Contracting Conditions, and Law 34/2002 of July 11, on information society services and electronic commerce, have also been taken into account. Matters not regulated herein shall be governed subsidiarily by the Civil Code.

The language of these General and Specific Terms and Conditions, and the language governing the agreements set out in them, is Spanish (Castilian). In the event of any discrepancy with a translation, the Spanish version shall prevail.

www.siroko.com sells the products offered on the website worldwide, so prices may vary as a result of shipping costs and the application of taxes or customs duties depending on the destination country. Where the buyer has their habitual residence in a Member State of the European Union, the application of these Terms and Conditions shall not deprive them of the protection afforded by the mandatory provisions of the law of their country of residence.

This website sells exclusively to consumers and users who have the legal capacity to enter into contracts and who must therefore be of legal age. The age of majority may vary by country, so please verify that you meet this requirement before making a purchase.

2.2. Who is a user of our website?

Accessing the www.siroko.com website gives you the status of a user and, if you make a purchase, means that you have read and understood the terms of use and the legislation applicable to the website. You can review how your data is processed in the Legal Notice and Privacy Policy and, with regard to cookies, in the Cookie Policy.

The user’s responsibilities include:

• The lawfulness and accuracy of the data provided in forms requesting personal data for the purposes of completing a purchase. If the order is for another person, you must have that person’s authorization to use and provide us with their data so that we can deliver the purchase to them (see the Legal Notice and Privacy Policy).
• The proper use of the information and content provided on the www.siroko.com website in accordance with applicable national and international legislation.
• Compliance, when completing buyer information, with applicable data protection legislation, under the terms set out in the Privacy Policy.
• Being of legal age and having the legal capacity to enter into a distance sales contract in accordance with Spanish law.

In accordance with Law 4/2022 of February 25, if you consider yourself a vulnerable consumer, please let us know immediately so that we can provide, in writing or by telephone, any additional explanation you may need regarding information in these Terms and Conditions that is unclear to you.

Under Article 3 of the TRLGDCU, vulnerable consumers, in relation to specific consumer relationships, are natural persons who, individually or collectively, due to their personal, economic, educational or social characteristics, needs or circumstances, find themselves, even on a territorial, sector-specific or temporary basis, in a particular situation of subordination, defenselessness or lack of protection that prevents them from exercising their rights as consumers on an equal footing.

As a general mandatory rule regarding the security of our website, the user agrees to the following:

• If registering, to provide accurate information and keep it up to date, in accordance with the principles of applicable data protection legislation. If the order is for another person, to have the necessary authorization to provide that person’s data.
• Not to enter, store or disseminate on or from the Website any information or material that is defamatory, insulting, obscene, threatening or xenophobic, that incites violence or discrimination on grounds of race, sex, ideology or religion, or that in any way violates public order, fundamental rights, public freedoms, the honor, privacy or image of third parties or, in general, applicable law.
• Not to enter, store or disseminate through the Website any programs, data, viruses, code or any other electronic or physical instrument or device capable of causing damage to the Website, the services, or the equipment, systems or networks of www.siroko.com, any user, its suppliers or any third party, or capable of altering them or preventing their normal operation.
• Not to carry out advertising, promotional or commercial exploitation activities through the Website, or use its content or information obtained through it to send advertising, direct-sales messages or messages for any other commercial purpose, or to collect or store personal data relating to third parties.
• Not to use false identities or impersonate others when using the Website or purchasing products, including by using third-party passwords or access credentials.
• Not to enter, store or disseminate through the Website any content that infringes third-party intellectual property or industrial property rights or trade secrets, or any content that the user is not legally entitled to make available to third parties.
• Not to carry out any intrusion into or unauthorized access to the systems, networks or services of www.siroko.com, including so-called “ethical hacking” and activities carried out for educational or learning purposes.
• Not to copy or use any images appearing on the website, which are the property of Siroko and are protected by intellectual and industrial property rights.

 

2.3. Do you consider yourself a VULNERABLE CONSUMER?

These are natural persons who, individually or collectively, due to their personal, economic, educational or social characteristics, needs or circumstances, find themselves, even on a territorial, sector-specific or temporary basis, in a particular situation of subordination, defenselessness or lack of protection that prevents them from exercising their rights as consumers on an equal footing.

In accordance with Law 4/2022 of February 25, if you consider yourself a VULNERABLE CONSUMER, please let us know immediately so that we can provide, in writing or by telephone, any additional explanation you may need regarding the Terms and Conditions set out below.

 

2.4. Buyer on www.siroko.com

A buyer is a user who enters or visits the SIROKO SOLUTIONS S.L. websites and registers using the forms provided in order to enter into a distance sales transaction through the website by selecting a product and clicking the purchase button. All data you provide in the forms will be processed as described in the “Privacy Policy” section.

 

2.5. Characteristics of the products offered

All products sold through the website share certain characteristics and common elements in terms of quality and materials. In compliance with applicable product-labeling legislation, we provide the materials and characteristics of each product, together with recommendations for its use.

All products offered by Siroko are designed with the aim of achieving the greatest possible durability.

A large proportion of our textile products are made from synthetic fibers such as polyester, nylon and elastane. We intend to continue researching improvements and more sustainable versions of these types of materials as they become available on the market, with the aim of introducing them into our range in future seasons.

With regard to organic or animal-derived fibers, our commitment has always been to work with materials and suppliers that comply with the different applicable requirements or standards. This applies fully to products containing 100% high-quality wool (jerseys, base layers and similar garments), whose materials and suppliers comply with the Responsible Wool Standard (RWS).

 

All our sunglasses collections, whether technical or sports eyewear, comply with the quality standards required for sale: EN ISO 174:2001, EN ISO 18527-1:2022, EN ISO 8980-5:2005 and ANSI Z80.3-2015 (United States). We use versatile and durable materials in their manufacture while continuing to research the use of materials with a reduced environmental impact. To date, we have used polycarbonate, acetate and stainless steel for frames, and TAC, polycarbonate, Nylon® or CR39 for lenses.

Products sold through www.siroko.com are displayed using photographs, videos, infographics and other graphic elements intended to provide as faithful a representation as possible of their characteristics, design, color and appearance. However, these images are merely illustrative and indicative, and slight variations may arise from the display settings of the user’s device, the lighting conditions when the photographs or videos were taken, or the product manufacturing processes themselves, without this constituting a lack of conformity.

 

The persons shown wearing the products sold are models hired by www.siroko.com solely for advertising and promotional purposes. We also create photographs using AI tools to present our products on our website. (More information at https://www.siroko.com/i/ai-image-notice). Images, videos and digital recreations do not constitute a guarantee as to the fit, drape, appearance or suitability of the product for the particular physical characteristics of any individual consumer.

 

Each product includes a description of its main technical characteristics, materials, composition, performance and recommendations for use, in accordance with applicable legislation. If you need additional information or clarification about any product characteristic before completing the purchase, you may request it through any of the customer service channels made available on the website.

 

We also provide consumers with a size guide intended to help them choose the most appropriate size. The guide is for guidance purposes only and is based on standard measurements. The final choice of size is therefore the buyer’s responsibility, and slight variations may exist between models, collections or garment patterns as a result of manufacturing processes.

Each product page includes specific information on storage, care, cleaning and washing recommendations that are appropriate for maintaining the product’s performance, quality and useful life. We recommend following these instructions, as improper use or maintenance may affect the characteristics, functionality or durability of the item purchased. All our products undergo design, development and quality-control processes with the aim of providing high standards of resistance, comfort and durability, taking into account their nature and intended use.

For sunglasses, sports glasses and other optical products, we recommend always transporting and storing them in their protective case when they are not in use. To preserve the condition of the lenses, avoid placing them on any surface with the lenses facing down, and use only a soft cloth or the recommended cleaning products for maintenance.

Certain products sold through www.siroko.com are designed for sports and activities that may involve an inherent risk of injury. Users are responsible for determining whether a product is suitable for their intended activity, following the instructions provided and taking appropriate safety precautions. Using our products does not eliminate the risks inherent in such activities. Nothing in this paragraph affects the consumer rights provided by law in relation to product conformity, quality and safety, or any liability that www.siroko.com may have for defective products or products that fail to comply with applicable law.

All information relating to the composition, materials, essential characteristics and labeling of our products is provided in accordance with applicable legislation. In particular, the textile products sold comply with the obligations laid down in Regulation (EU) No 1007/2011 of the European Parliament and of the Council of September 27, 2011 on textile fibre names and related labelling and marking of the fibre composition of textile products, as well as all other applicable European Union and Spanish legislation on consumer information, labeling, product safety and the protection of consumers and users, including Royal Legislative Decree 1/2007 of November 16.

For all other products we sell, where there is a legal obligation to provide information on UNE standards or any other standards affecting the use of the product, that information is provided for each product.

3. Specific Terms and Conditions for the sale of products through our website

Prices of the products offered

The price of each product is shown on the website next to the relevant product. Before you complete your purchase, the total price will include any applicable taxes and shipping charges. Prices will be displayed in the currency applicable to the buyer’s country.

In accordance with Article 97.1(e) of the TRLGDCU, please note that, for orders shipped to certain countries, we may not be able to calculate customs duties in advance, particularly where the amount depends on the size or volume of the shipment. In such cases, the final price may not include those duties. We will inform you of the amount as soon as it becomes known.

Terms applicable to offers, price reductions and discount coupons

Discounts may be applied to prices on our website. These will be shown for each product offered and applied to the final purchase amount.

When we announce a price reduction, we will display alongside the reduced price the lowest prior price that www.siroko.com applied to the same product during the thirty days preceding the reduction, in accordance with Article 20 of the TRLGDCU. In the case of progressive price reductions, the price before the first reduction shall be used as the reference price.

We may also offer discount coupons through the website itself or our official social media channels as part of advertising campaigns or special promotions. Coupons will be valid only during the period established by www.siroko.com, in accordance with the specific conditions of each campaign. While a campaign is active, coupons may be redeemed during the purchase process. Certain codes may be used only once per user and purchase, at the company’s discretion.

As a general rule, for a discount coupon to apply, the purchase amount, excluding taxes and other charges, must exceed 50 euros.

Each campaign may establish additional specific conditions, all of which must be met for the coupon to be valid. If the coupon is not entered when prompted by the system, it cannot be applied retroactively once the purchase has been completed.

Invoicing your order

In accordance with applicable legislation, we issue an invoice for every purchase made at www.siroko.com. This document contains all legally required information and details the products purchased and any discounts or credits included in your purchase. If products are returned, we will issue the corresponding corrective invoice identifying the returned products received by our company.

Product availability

As a general rule, we hold in our warehouse approximately 90 % of the stock of the products offered in the online store. If at any time the requested product is unavailable, we will inform you immediately by email and offer you the option of canceling the order or choosing a different product. If payment has already been taken, we will refund all amounts paid, at no cost to you.

Payment methods

1. Preliminary information on payment security

PSD2 is the European directive governing the provision of payment services and electronic payment transactions, transposed into Spanish law by Royal Decree-Law 19/2018 of November 23. At www.siroko.com, it applies to purchases paid for by bank card, Bizum or PayPal.

The main objectives of PSD2 include improving online security and strengthening protection against fraud in transactions carried out over the internet. One of its key measures is the mandatory application of Strong Customer Authentication (SCA) to e-commerce purchases from January 1, 2021, unless one of the exemptions provided for by the rules applies. Strong Customer Authentication requires the combination of two factors from among the following: something the user knows (for example, a password) and something the user possesses (for example, a mobile phone).

For card payments, the specific secure-purchase process depends on the issuing bank. It may involve a code received by SMS plus a second factor, or validation through your bank’s app. We recommend checking your bank’s procedures so that you are prepared before making a purchase. Annex III to these Terms and Conditions contains advice on avoiding phishing and fraud in online payments.

2. Payment methods available at www.siroko.com

 

Products may be paid for using the payment methods available during the checkout process. Accepted payment methods may vary depending on the country, device, order amount or other applicable conditions.

The payment methods we use are payment platforms on which we may activate the different options they offer. We recommend reading the privacy policy and terms of use of each one before using it:

• Google Pay. A payment method that may be activated on the platforms referred to above. You can review its policies at https://pay.google.com/about/.
• PayPal. You can review its policies at https://www.paypal.com/es/webapps/mpp/buyer-protection.
• Siroko Wallet. You can review the information and specific terms and conditions applicable to this payment method in section 3.3 of this document.
• Siroko Gift Card. You can review its terms of use in section 3.2 of this document, which explains how it works, how to request it and how recipients can use it to make payments.
• Bizum. You can review how it works and its terms at https://bizum.com/es/en/how-it-works-2/ or through your bank.
• Bank Transfer. We will provide you with a bank account to which you can make the transfer to our company.
• American Express. A payment method that may be activated on the platforms referred to above. You can review its policies at: https://www.americanexpress.com/en-se/company/legal/privacy-centre
• Apple Pay. You can review its policies at: https://www.apple.com/apple-pay/
• Ideal. You can review its policies at: https://www.adyen.com/payment-methods/ideal
• Mastercard: You can review its policies at: https://www.mastercard.com/europe/en.html
• Visa: You can review its policies at: https://www.visa.com/

When the purchase is concluded

When you are asked to provide the information required to make the purchase, you will see a clearly identified “BUY” button. This is the final step: when you click it, the distance sales contract is concluded and the purchase is completed, with no option to reverse it through the website itself. Before taking this action, we will ask you to confirm that you have read these Terms and Conditions of sale. The foregoing is without prejudice to your right of withdrawal, which is explained below.

Retention of title in the event of non-payment

The payment methods offered are intended to ensure that delivery of the product and payment of the purchase price take place on equivalent terms. However, if the customer proposes an alternative payment method, the seller accepts it, and the product is delivered before the purchase price has been paid in full, title to the goods shall remain with the seller until full payment has been received.

Shipping policy for purchased products

SIROKO ships to most countries worldwide. If your country does not appear as an available destination during checkout, please contact us and we will let you know whether we can ship there.

 

Shipping costs

Shipping costs are calculated according to the destination country, the selected shipping method and the characteristics of the order, such as its weight, volume and dimensions.

Before completing your purchase, you will be able to review the exact shipping cost and, depending on your location, choose from the available delivery methods.

We also offer free shipping to certain countries above a minimum purchase amount. If this option is available for your destination, it will be displayed automatically during checkout.

Customs duties and import taxes

Orders shipped to countries outside the European Union may be subject to customs duties, import taxes or other customs charges. These amounts are set by the competent authorities in the destination country and, unless expressly stated otherwise during checkout, shall be the buyer’s responsibility.

Because these costs depend on the legislation in force in the destination country and the characteristics of the shipment, SIROKO cannot calculate them in advance or guarantee their amount. If you have any questions, we recommend contacting the customs authorities in your country before placing your order.

However, in certain countries, such as Canada, the United States, Colombia, the United Kingdom, Switzerland and Norway, SIROKO bears these costs, so you will not have to pay any additional amount for them upon delivery.

 

Delivery times

Delivery times depend on the selected shipping method and the destination country. During checkout, you will be able to review the estimated delivery time for each shipping option once the order has left our facilities.

Delivery times are stated in business days (Monday through Friday) and are estimates. They may be affected by stock availability, logistics incidents, customs procedures or public holidays in either the country of origin or the destination country.

 

Incidents and exceptional circumstances

In force majeure situations, such as transportation strikes, labor disputes, adverse weather conditions or other circumstances beyond SIROKO’s control, delivery times may be affected and we may be unable to guarantee them.

Likewise, during periods of high demand, such as Christmas, Epiphany, Black Friday or other special promotions, shipping companies may experience delays due to the high volume of shipments, and delivery times may therefore be longer than usual.

 

SIROKO reserves the right to change the shipping method or estimated delivery times for high-volume orders, orders with special characteristics or where logistics circumstances so require.

 

Order tracking

Once your order has been shipped, you can track its status from your customer account. If you do not yet have an account, you can register easily to check the status of your orders and access all related information. For more information on how your personal data is processed, please see our Legal Notice and Privacy Policy.

 

Right of withdrawal

1. What is the right of withdrawal?

The right of withdrawal is your right as a consumer to withdraw from a purchase contract concluded at a distance through www.siroko.com (hereinafter, the “seller”), without having to give any reason and without incurring any additional cost, within the legally established period.

This right is recognized and governed by Articles 102 to 108 of Royal Legislative Decree 1/2007 of November 16, approving the consolidated text of the General Law for the Protection of Consumers and Users (hereinafter, “RDL 1/2007”), as well as Directive 2011/83/EU of the European Parliament and of the Council of October 25, 2011 on consumer rights.

The right of withdrawal is a statutory minimum protection. Any more favorable condition that www.siroko.com voluntarily provides for consumers shall prevail over the statutory minimum. Siroko grants a period of 30 days in which to exercise the right of withdrawal.

More information is available on the www.siroko.com website under Right of Withdrawal. (https://www.siroko.com/withdrawal)

 

2. How long do I have to exercise my right of withdrawal?

The consumer has 30 CALENDAR DAYS to exercise the right of withdrawal, calculated from:

— For contracts for the sale of goods: the day on which the consumer, or a third party designated by the consumer other than the carrier, acquires physical possession of the goods.

— For contracts involving multiple deliveries or separate pieces: the day on which the consumer or a third party acquires physical possession of the last item or piece.

If the last day of the period is a public holiday or non-business day, the period will be extended to the next business day.

 

LEGAL BASIS: Article 104 of RDL 1/2007.

 

 

3. How can I exercise my right of withdrawal at www.siroko.com? — Information on the integrated online withdrawal function

To exercise the right of withdrawal, the consumer may use any of the following methods:

1. Integrated Online Withdrawal Function by clicking the button:

Using the withdrawal form available at https://www.siroko.com/withdrawal, accessible directly from this page and from the “Right of withdrawal” link in the website footer. Registration is not required. The consumer will receive immediate confirmation by email stating the exact date and time when the request was submitted. This function meets the requirements of Article 11a of Directive 2011/83/EU, as amended by Directive (EU) 2023/2673.

2. Form (included in Annex I to this document):

Using the withdrawal form included in ANNEX 1 to this document (which appears in Annex B to RDL 1/2007 of November 16). It must be sent to us by email or postal mail, in each case by a method that provides reliable evidence of dispatch.

The consumer shall be deemed to have exercised the right of withdrawal within the applicable period if the communication is sent before that period expires, regardless of when we receive it.

For the purpose of proving that the right was exercised within the applicable period, the relevant date shall be the date on which the statement was sent or the request was registered on the online platform, not the date on which it was received by the trader.

 

LEGAL BASIS: Articles 106.1 and 106.2 of RDL 1/2007. Directive (EU) 2023/2673.

 

4. What happens when withdrawal is requested?

www.siroko.com will reimburse the consumer for all payments received, including, where applicable, delivery costs (except for any additional costs resulting from the consumer’s choice of a type of delivery other than the least expensive standard delivery offered by www.siroko.com), without undue delay and, in any event, no later than fourteen (14) calendar days from the date on which it is informed of the decision to withdraw.

The reimbursement will be made using the same means of payment used by the consumer for the initial transaction, unless the consumer has expressly agreed otherwise, and provided that the consumer does not incur any fees as a result of the reimbursement.

www.siroko.com may withhold reimbursement until it has received the goods, or until the consumer has supplied evidence that the goods have been returned, whichever occurs first, except where www.siroko.com has offered to collect the goods.

 

LEGAL BASIS: Article 107 of RDL 1/2007.

 

5. What obligations does the consumer have after exercising the right of withdrawal?

The consumer must return or hand over the goods directly to www.siroko.com or to the person authorized by the seller to receive them, without undue delay and, in any event, no later than fourteen (14) calendar days from the date on which the consumer communicated the decision to withdraw.

The deadline shall be deemed to have been met if the consumer returns the goods before the period expires.

6. What exceptions does the law provide to the right of withdrawal?

The right of withdrawal is subject to certain exceptions. These are set out in Article 103 of RDL 1/2007. The right of withdrawal shall not apply to contracts for:

c) The supply of goods made to the consumer’s and user’s specifications or clearly personalized.

e) The supply of sealed goods that are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.

7. Is this right different from the right to return a product, for example for a size exchange?

The right of withdrawal is entirely separate from the option of returning a product to www.siroko.com. If you wish to RETURN A PRODUCT for other reasons (for example for a size exchange), you must follow the instructions set out in the PRODUCT RETURNS section.

 

Product return policies

As a consumer, you have two separate legal remedies, in addition to our voluntary commercial exchange and return policy. We explain all three separately so that you can identify which one is appropriate in each case.

1. Legal guarantee of conformity (3 years) — More information in section 4 of this document

All our products are covered by the three-year legal guarantee recognized by applicable law. If your product has any lack of conformity—a defect, performance that differs from what was advertised, or any other discrepancy with what was agreed—this is the legal remedy that protects you, at no cost to you. You must notify us immediately. The product guarantee applies provided that the product has been used in accordance with the instructions supplied with it, both regarding use and care, as well as any instructions identifying conduct that may constitute misuse. To verify these matters, we work with laboratories that carry out assessments of how products have been used and cared for.

2. Commercial exchange and return policy (30 calendar days)

In addition, and on a voluntary basis, www.siroko.com accepts returns and size exchanges within 30 calendar days after receipt of the product. This policy is in addition to your statutory rights and does not replace or limit them in any way.

To use this policy, the product must be in the same condition in which it was received, with its original labeling, and must be returned in the same box or envelope, or similar packaging, with all original labels, packaging, documentation and accessories, and the order reference indicated on the wrapping or on a label on the outside of the package. If the product is not returned complete or in the condition described, Siroko may refuse the commercial return or apply a proportionate reduction in value, without prejudice in any event to your statutory rights. You can request a return or size exchange at https://www.siroko.com/returns-and-size-changes.

Where a commercial return results in a refund, it will be made as soon as possible using the same payment method you used, or another available method of your choice. Siroko may withhold the refund until it has received the product or until evidence of shipment has been provided.

3. Delivery incidents and transport damage

If the packaging shows visible signs of damage at the time of delivery that appear to have occurred during transit, please inform the delivery person and make sure the damage is noted in the delivery record or signature system. We also ask you to photograph the packaging before opening it and send the images to soporte@siroko.com as soon as possible so that we can pursue any claim against the carrier.

If, after opening the package, you find that a product is damaged or defective, please send photographs of both the product and the damage to soporte@siroko.com. Once we have reviewed the information provided, we will explain how to return the product and which remedies are available under the law, including replacement, a price reduction or a refund using the original payment method or another method of your choice. Please keep the original packaging and all of its contents, including accessories, warranties and manuals.

These steps are intended to provide evidence for claims against the carrier and do not affect your statutory rights: any damage to the product existing at the time of delivery is covered by the legal guarantee of conformity set out in section 4, and during the first two years the burden of proof lies with Siroko.

 

3.1. Siroko Custom — specific terms and conditions applicable to this service

www.siroko.com can create customized products through the Siroko Custom service, which is intended for the production of personalized clothing for groups of people, whether acting individually or on behalf of a team, club, association or group of friends.

For this purpose, we provide interested customers with a form through which we collect the information needed to develop their idea and prepare a quotation. The processing of this data is governed by the Legal Notice and Privacy Policy.

Information to review before accepting the quotation (Article 97 TRLGDCU)

Before accepting our quotation, which we will send to you using the contact method you select in the form, please review the following specific terms applicable to this personalized service:

Products available for customization

Our most iconic models are currently available for customization: M2 Originals Jersey (short sleeve and long sleeve) and M3 Ultra Light Jersey. If you are interested in other garments, you can indicate this in the form and we will assess whether we can accommodate your request.

Minimum order

The minimum order is 6 units per product reference. Sizes within the same product reference may be combined to reach this minimum; for example, 3 M2 short-sleeve jerseys in size S, 2 in size M and 1 in size L. For subsequent orders using the same design—whether provided by you or created with the assistance of our team—you may order additional units provided that the order also meets the minimum of 6 units.

Delivery time

Customized products have a longer delivery time, which generally ranges from 90 to 120 days. In all cases, each customer will be informed of the approximate delivery time before the order is confirmed.

Customized product design

You may provide the garment design when confirming the quotation. Please note the following:

• We reserve the right to refuse to reproduce designs that do not comply with applicable law, including designs containing inappropriate language or brands and signs belonging to third parties. In such cases, we will inform you that the design provided cannot be reproduced on the selected garment.
• Siroko shall not be liable for claims arising because a design you provide infringes third-party intellectual property rights or has previously been registered as a design or trademark with any public authority.
• We shall also not be liable where the design provided is contrary to law or infringes applicable legislation, in particular Article 13(e), (f) and (g) of Law 20/2003 of July 7, on the Legal Protection of Industrial Designs.

You may also request assistance from our design team to develop your idea. In that case, you remain responsible for the design and authorize us to work on the idea you have provided. Where our team creates the design, we will send you the final proposal, which you must approve before confirming the customized product order.

Working with our design team

• Initial design. Siroko will send you an initial design proposal. Use this opportunity to share it with your group and gather the changes they would like to make.
• Revisions. You may request as many revisions as you wish. The initial design and the first two revisions are included in the price of your order, regardless of its size; from the third revision onward, each revision costs 30 euros. We recommend grouping as many changes as possible into each revision.
• Final design. Once the revisions have been completed, the design will be considered final. Your approval constitutes acceptance of the overall design of the garments requested.

Selecting a size

www.siroko.com provides a measurement guide that you should review before telling us the sizes for your customized order. Selecting sizes in accordance with this guide helps prevent errors and misunderstandings.

Specific information on your right of withdrawal for customized products

Under Article 103(c) of the TRLGDCU, the right of withdrawal does not apply to customized products, specifically to “the supply of goods made to the consumer’s specifications or clearly personalized.” Accordingly, Siroko Custom orders cannot be withdrawn from on this basis. This does not affect the legal guarantee of conformity set out in section 4, which also applies to customized products.

Approval and payment for the customized product

Before we begin preparing your order, we will ask for your express approval once you have accepted the quotation, the design to be customized, the selected product and these Specific Terms and Conditions. You may choose any of the payment methods provided for in section 3 of this document.

3.2. Siroko Gift Card — specific terms and conditions applicable to this product

What is the Siroko Gift Card?

• The gift card is issued to the bearer, and responsibility for its use rests solely with the person who holds it.
• The gift card does not expire. Its initial value is the amount originally credited to the card in euros. Each purchase made with the card will be deducted from the available balance until the balance is fully used.

Purchase and delivery

• The buyer must provide the recipient’s email address at the time of purchase and ensure that the address is correct. The recipient’s data is provided by the buyer, who is responsible for having the authorization required to provide it; Siroko shall not be liable for the disclosure of such data.
• The gift card will be sent automatically to the email address provided after the purchase is completed. Delivery may take anywhere from a few minutes to several hours. The buyer cannot choose or control the exact time at which the email is sent.
• If, despite our reasonable efforts, we are unable to deliver a gift card, we may terminate the contract relating to that card and refund all amounts paid, using the same payment method used for the purchase or another method chosen by you.
• If you ask us to send electronic gift cards to your own email address so that you can deliver them to the recipient yourself, our sole obligation is to send them to the email address you provided.

Receipt and redemption

• The recipient will receive an email containing the digital gift card and instructions for redeeming it. The recipient may redeem it at any time, and the card is valid for the full or partial purchase of any product available in Siroko’s online store.
• If the gift card balance is insufficient for the desired purchase, an additional payment method must be provided to cover the difference.

Returns, refunds and restrictions

• Once purchased, a gift card may be returned only by exercising the right of withdrawal under the terms set out in the following section.
• If products purchased using the gift card are returned, the corresponding amount will be refunded as credit to the Siroko Wallet in the recipient’s account for use in future purchases, unless another refund method is legally required and the consumer requests it.
• The gift card cannot be used to purchase other gift cards or redeemed for cash, and it does not constitute a check guarantee, credit card, debit card or charge card.

Buyer’s right of withdrawal

• A gift card purchase may be canceled without giving any reason within 14 calendar days from the date of purchase, provided that the recipient has not used the gift card, either in whole or in part. To do so, please contact our customer service team.
• The amount will be refunded using the original payment method used for the purchase, no later than 14 calendar days after we receive your notice.

Security

• Ownership and custody of the gift card pass to the recipient when the email is sent. The recipient is responsible for protecting their user account against unauthorized use. We shall not be liable for use of the card without the recipient’s permission where such use results from a failure to safeguard their credentials.
• We are not required to replace the card if it is lost or stolen, but you may ask us to revoke it to prevent an unauthorized third party from using it.

Our right to cancel or revoke a gift card

• If these Terms and Conditions are breached, or if there are reasonable grounds to suspect that the gift card was purchased or used fraudulently, we may revoke it or reject a transaction in which it was used. We will inform you of the decision by email.
• This includes the identification of suspicious transactions under Law 10/2010 of April 28, on the prevention of money laundering and terrorist financing, and the rules governing fraud in payment methods.

3.3. Siroko Wallet — specific terms and conditions applicable to this payment method

The following Specific Terms and Conditions apply to use of the electronic wallet available at www.siroko.com, which we call the “Siroko Wallet.”

The data processing associated with this payment method does not differ from the customer data processing already described in the Legal Notice and Privacy Policy and does not modify the Terms and Conditions of Sale published on the website. This section explains how this payment method works in detail, in the interests of transparency for our customers and because it is a less common system in distance sales.

By using our electronic wallet, you accept these terms of use in full. If you have any questions, please contact us before using it.

What is the Siroko Wallet?

The electronic wallet is a service that allows you to make distance purchases at www.siroko.com conveniently. It is not a banking product, does not involve any fee for its use and does not accrue interest on the funds held in it.

To use it, you must be registered at www.siroko.com. The wallet balance may be used only to make purchases or gifts to other users within www.siroko.com; it cannot be withdrawn in cash or transferred to third parties outside www.siroko.com.

Before paying with the wallet, you must check that you have sufficient balance available. If the balance is insufficient, you may top it up or complete the payment using another method offered in the “Payment methods” section.

Your wallet balance will be denominated in the currency you normally use for payments. It is not a bank deposit or any other financial product and therefore does not earn interest and is not protected by the Deposit Guarantee Fund. However, wallet funds are deposited in one or more accounts opened by www.siroko.com with credit institutions established in a Member State of the European Union. Those accounts are independent and separate from our other operating accounts and benefit from the safeguards assigned to such accounts under applicable law.

In some cases, www.siroko.com may grant you bonuses on subsequent purchases for using your wallet, or loyalty bonuses and other promotions when refunds due to you are credited to the wallet.

Refunds, top-ups, bonuses and gifts

The wallet allows you to:

• Receive funds equivalent to the amount of total or partial refunds for products purchased at www.siroko.com. If you choose this option, your refund will be credited to your wallet for use on future purchases. This option is always voluntary and does not affect your right to have the refund made using the same payment method used for the purchase, as required by law.
• Make payments without having to use another conventional payment method that could be inconvenient at the time of purchase.
• Top up the wallet using the different payment methods available at www.siroko.com, with the top-up recorded in the transaction summary for your account.

As a general rule, if you choose to receive a refund in your electronic wallet, Siroko may grant you a bonus consisting of an additional percentage, subject to the specific terms of each promotion. These bonuses are promotional, and Siroko reserves the right to grant top-up bonuses, purchase bonuses and gifts in the form of wallet top-ups in accordance with the promotions in effect at any given time.

Purchasing with the wallet

During checkout, the wallet will appear as a valid payment method if its balance is equal to or greater than the amount of the order. If the balance is lower, you may choose a split payment (wallet plus another method, such as card or PayPal) or top up the wallet in advance in order to pay for the order entirely with the wallet.

Refunds for purchases paid with the wallet

A full or partial refund of an order paid with the wallet will be credited back to the wallet. A full refund of an order paid using a split payment will be processed as follows: the portion paid with the wallet will be refunded to the wallet and the portion paid with the other payment method will be refunded to that method as soon as possible; if you prefer, the entire refund may be credited to the wallet.

A partial refund of an order paid using a split payment will be credited directly to the wallet where the amount to be refunded is equal to or less than the amount paid with the wallet. Otherwise, you may choose between receiving the entire refund in the wallet or receiving a split refund.

For returns resulting from the exercise of the right of withdrawal or from a lack of conformity, the refund will be made using the same payment method you used, unless you expressly agree to have it credited to your Siroko Wallet. If you choose the wallet, www.siroko.com will additionally credit an amount equal to 10 % of the refund as a promotional bonus.

Expiration of wallet balances

Funds credited to your wallet as a result of product returns do not expire and will remain available indefinitely for future purchases or may be refunded to you on request. Balances arising from purchase bonuses, return bonuses and promotional gift cards will expire on the date specified in the applicable promotion published at www.siroko.com.

Wallet security

The user is responsible for maintaining the confidentiality of their account and wallet information. Siroko shall not be liable for loss or theft of wallet balances resulting from the user’s negligence in safeguarding their credentials. Siroko also reserves the right to suspend or cancel balances where there are indications of fraudulent or unlawful activity, providing the user with the reasons for doing so; suspicious transactions will also be reported to the competent authorities.

To help keep your account secure and prevent unauthorized or fraudulent use, we recommend taking the following precautions:

• Keep your login credentials, including your password or PIN, secure and do not allow anyone else to use them.
• Do not disclose your login credentials except when necessary to use the service, and do not write them down or store them in a way that could make them accessible to others.
• Choose passwords and PINs that are difficult to guess, and make sure no one can see them when you enter them.
• Log out of payment applications when you are not using them or whenever someone else may have access to your device. Do not use features that save your password or PIN on the device.
• Keep your account information up to date, as outdated details may prevent us from assisting you, and take reasonable steps to keep your device secure.

Closing the Siroko Wallet

a) At the customer’s request. You may close your wallet by deleting your user account on our website. We will refund any funds remaining in your wallet as soon as possible, using a payment method supported by www.siroko.com and selected by you. This may include a bank transfer or a refund to a card, provided that the wallet was originally topped up using that same card.

Before issuing the refund, we will carry out any checks reasonably necessary to comply with applicable anti-money laundering and online payment fraud requirements. We will also verify whether you owe us any outstanding amounts. If so, we may deduct those amounts from the balance to be refunded. If the amount you owe exceeds your wallet balance, the two amounts will be set off against each other. These terms and conditions will then cease to apply, without affecting our right to recover any remaining amount due.

b) At the decision of www.siroko.com. We may close a wallet with immediate effect and notify the account holder by email if the holder breaches these terms of use or applicable tax laws, or where there are grounds for suspicion under applicable anti-money laundering legislation.

If our Compliance team identifies indications of a suspicious transaction under Law 10/2010 of April 28, on the prevention of money laundering and terrorist financing, and reports the transaction to the Executive Service of the Commission for the Prevention of Money Laundering and Monetary Offences (SEPBLAC), the funds held in the wallet will be blocked and made available to SEPBLAC for as long as it considers necessary.

Please note that, from July 10, 2027, Regulation (EU) 2024/1624 will also apply directly throughout the European Union, further strengthening and harmonizing these obligations.

Changes to these Specific Terms and Conditions

We reserve the right to amend the Specific Terms and Conditions applicable to the Siroko Wallet. Any change will be notified to users through our communication channels sufficiently in advance to allow them to read and understand it before continuing to use this payment method. If you have any questions about the electronic wallet, please contact us through our customer service form.

4. Legal guarantee of conformity for products

All products sold through this website are covered by the legal guarantee of conformity provided for under the TRLGDCU.

We are responsible for any lack of conformity that becomes apparent within three years of delivery of the product (Article 120 TRLGDCU). A product may lack conformity not only because of a manufacturing defect, but also where it does not match the agreed description, type, quantity or quality, or does not provide the functionality, compatibility or performance that may reasonably be expected of it (Articles 115 bis et seq.).

Unless proved otherwise, any lack of conformity that becomes apparent within two years of delivery is presumed to have existed at the time the product was delivered (Article 121). During that period, you are therefore not required to prove that the lack of conformity existed at the time of delivery.

If a product lacks conformity, you may request its repair or replacement, free of charge and within a reasonable period of time. Where the conditions established by law are met, you may instead be entitled to a price reduction or termination of the contract (Articles 118 and 119). The limitation period for bringing a claim is five years from the date on which the lack of conformity becomes apparent (Article 124).

The legal guarantee does not cover defects or damage caused by improper use or handling of the product, wear resulting from use for a purpose other than that for which the product was designed, or normal wear and tear. We therefore recommend that you carefully read the documentation and instructions supplied with the product. To help us assess warranty claims appropriately, we work with a specialist provider that examines the products concerned. Any expert assessment obtained for this purpose does not limit or affect the rights granted to you by law.

If you notice any defect when you receive your order, please let us know as soon as possible so that we can deal with your claim promptly. We recommend keeping your invoice or other proof of purchase.

5. Taxes applicable to sales made through this website

European Union countries

Since July 1, 2021, the VAT rules for e-commerce sales to private individuals between European Union countries, incorporated into Spanish law by Royal Decree-Law 7/2021 of April 27, have applied. Under these rules, for sales to private individuals we apply the VAT rate in force in the European Union country of destination.

Spanish territories with specific taxation

Within Spanish territory, there are two cases in which taxes other than VAT apply: the Canary Islands and Ceuta and Melilla. In the case of port charges or taxes such as IGIC, users residing in the Canary Islands will be informed in advance where this tax applies; further information on IGIC is available at www.gobiernodecanarias.org/tributos/. In the Autonomous Cities of Ceuta and Melilla, IPSI (Tax on Production, Services and Imports) applies.

Countries outside the European Union

For sales shipped to countries outside the European Union, VAT will not be included on the invoice.

Customs duties (also covered in the Shipping Policy)

Orders shipped to countries outside the European Union may be subject to customs duties, import taxes or other customs charges. These charges are determined by the relevant authorities in the destination country and, unless expressly stated otherwise during checkout, are the responsibility of the buyer.

As these costs depend on the applicable rules in the destination country and the characteristics of the shipment, SIROKO is unable to calculate them in advance or guarantee the amount payable. If you have any questions, we recommend contacting the customs authorities in your country before placing your order.

However, in certain countries, including Canada, the United States, Colombia, the United Kingdom, Switzerland and Norway, SIROKO covers these costs, so no additional customs charges will be payable upon delivery.

6. Jurisdiction applicable to court proceedings.

For any dispute arising from these Terms and Conditions or your relationship with our company, you may, as a consumer, bring proceedings before the courts that have jurisdiction under applicable law, which will generally be the courts of your place of residence. No provision of these Terms and Conditions may be interpreted as a waiver of that jurisdiction or as submission to any jurisdiction other than that granted to you by law.

7. Applicable law

The contractual relationship between www.siroko.com and its customers is governed by Spanish law and, in particular, by the TRLGDCU and all other Spanish and European Union legislation applicable to the activity. Where you reside in another Member State of the European Union, this choice of law shall not deprive you of the protection afforded by the mandatory provisions of the law of your country of habitual residence, in accordance with Article 6 of Regulation (EC) No 593/2008 (Rome I).

8. Severability

Each provision included in these Terms and Conditions shall be interpreted independently. If any provision is declared unlawful or invalid, we will remove it immediately without affecting the validity or effectiveness of the remaining provisions.

9. Textile materials, sustainability and animal welfare policy

A large proportion of our textile products are made from synthetic fibers such as polyester, polyamide and elastane. In some cases, these fibers include certified materials. This approach reflects our ongoing commitment to researching and gradually incorporating more sustainable alternatives into our product range.

Siroko uses animal-derived fibers only in limited cases where there is a specific technical justification for doing so. In particular, the high-quality wool used in certain technical garments, such as selected jerseys and base layers, provides functional properties that currently cannot be replicated to the same extent by synthetic fibers.

In these exceptional cases, Siroko requires its suppliers to meet specific animal welfare and supply-chain traceability standards. We work exclusively with materials that comply with the Responsible Wool Standard (RWS), an internationally recognized certification covering animal welfare, responsible land management and traceability from the farm where the fiber originates through to the manufacture of the finished product.

The composition of each garment is clearly and transparently identified in accordance with applicable law, both in the product information published on our website and on the physical label attached to each item. This information is provided in compliance with Regulation (EU) No 1007/2011 of the European Parliament and of the Council of September 27, 2011 on textile fibre names and related labelling and marking of the fibre composition of textile products.

10. Website owner and address for service of notices

In accordance with Article 10 of Law 34/2002 of July 11, on information society services and electronic commerce, you are informed that www.siroko.com is a website owned by:

SIROKO SOLUTIONS S.L., Tax ID (N.I.F.) B52537651, with registered office at Plaza 6 de Agosto, n.º 6, 2.º, 33206 Gijón (Asturias), registered with the Commercial Registry of Asturias under Volume 3646, Book 1, Folio 83, Section 8, Registry Sheet AS-37176.

Postal address for service of notices: Plaza 6 de Agosto, n.º 6, 2.º, 33206 Gijón (Asturias, Spain).

Contact and complaints email address: soporte@siroko.com.

 

 

Annex I. Model withdrawal form

In addition to using the button available on our website to exercise your right of withdrawal, you may also do so by completing and sending the following form—or any other clear and unequivocal statement—to soporte@siroko.com and/or to our company’s postal address.

If you choose to send your withdrawal to our postal address, we will acknowledge receipt without delay on a durable medium, such as by email.

The model form below reproduces the withdrawal form set out in Annex B to the TRLGDCU:

For the attention of www.siroko.com — Email: soporte@siroko.com

I/We hereby give notice that I/we withdraw from my/our distance sales contract concluded through www.siroko.com:

– Ordered on ________ and received on ________

– Order reference: ________

– Name of consumer and user / consumers and users: ________

– Address of consumer and user / consumers and users: ________

– Signature of consumer and user / consumers and users (only if this form is submitted on paper): ________

– Date: ________

Annex II. Consumer complaint forms

All businesses, whether natural or legal persons, that market goods or services must make complaint forms available to consumers. Our company provides these COMPLAINT FORMS in accordance with applicable regulations.

You may request our complaint forms in order to submit any complaint, claim or suggestion.

If you wish to submit a consumer claim, complaint or report against www.siroko.com to another body that may have jurisdiction based on your place of residence, you should contact the competent consumer authority there for information on the procedure to follow.

Annex III. Safe online shopping: preventing fraud online

www.siroko.com has grown thanks to the trust of its customers. Until relatively recently, we sold our products exclusively through our website. This section is intended to help you shop online more safely by providing a number of practical recommendations.

Cyberattacks are designed to steal data from computer systems. One of the most common forms is phishing, where someone impersonates a trusted person or organization in an attempt to obtain your personal or financial information. We recommend following these steps to help protect your payment details when shopping online:

• Protect your identity by keeping your passwords and personal information private.
• Use different passwords for different services, and avoid choosing passwords that are too simple or easy to guess.
• Only make purchases through official websites. Our official website is www.siroko.com.

How to identify phishing emails

• You may receive an email that imitates our logos, colors or other visual elements. Always check that the message genuinely comes from us before taking any action.
• Be cautious of messages that create a sense of urgency or contain poor spelling or grammar.
• We always send emails from the siroko.com domain. Check the sender’s address carefully before responding or clicking any links. If you do click a link, never enter personal or payment information unless you are certain that the website is legitimate.
• If an email asks you to provide personal information, contact us immediately and do not enter your details through any link in the message, particularly if it asks for information relating to your Siroko Gift Card, Siroko Wallet or access to your banking information.

How to identify fraud involving phone calls

• www.siroko.com does not make sales calls to customers. If someone contacts you claiming to represent Siroko and asks for personal information, do not provide it.
• Never share confidential information such as usernames, passwords or transaction verification codes.
• Be cautious of automated calls that play recorded messages claiming there is an urgent problem with your account or personal information.
• If you are unsure whether a call is genuine, do not provide any personal information. Instead, contact us through one of our official channels.
• Do not download or install applications or software from links sent through messaging apps or provided to you during a phone call. These may be used to gain unauthorized access to your device, impersonate you or make purchases in your name.
• Avoid saying “yes” when answering calls from unknown numbers. The call could be recorded and your voice potentially manipulated using technological tools to falsely suggest that you agreed to purchase a product or service.