At Cerraterm we work to offer you PVC windows and doors from vetted manufacturers, with the best balance between quality and price. Below we set out our legal warranty policy and returns procedure, drawn up in accordance with Royal Legislative Decree 1/2007 of 16 November approving the consolidated text of the General Law for the Protection of Consumers and Users (TRLGDCU) and other applicable regulations.
Scope: this policy applies to all purchases made through the website. Products made to measure according to the configuration chosen by the customer (dimensions, profile, glazing, colour, opening type) are excluded from the right of withdrawal under Article 103(c) of the TRLGDCU, although they carry the same legal guarantee of conformity as all other products. Cerraterm does not provide measurement or installation services.
1. Responsible party and contact details
1.1. Owner: NEXO TECH SOLUTIONS SL, trading under the commercial name Cerraterm
1.2. NIF: B93804870
1.3. Address: C. Mariano Benlliure, 19A, 03009 Alicante (Alicante), Spain
1.4. Email: info@cerraterm.es
1.5. Telephone: +34 624 542 006
2. Legal guarantee of conformity
2.1. All products purchased through the website have a legal guarantee of conformity of three (3) years from delivery, in accordance with articles 120 and 121 of the TRLGDCU, in its wording given by Royal Decree-law 7/2021.
2.2. What the guarantee covers: the guarantee covers any lack of conformity of the product with the contract, including manufacturing defects, quality defects attributable to the manufacturer, problems derived from transport, and any case of lack of conformity provided for in article 115 ter of the TRLGDCU.
2.3. What the guarantee does NOT cover: the guarantee will not be applicable in the following cases:
2.3.1. Damage caused by incorrect, negligent use or use contrary to the instructions provided.
2.3.2. Natural wear and tear resulting from ordinary use of the product.
2.3.3. Causes of force majeure or fortuitous events.
2.3.4. Modifications, repairs, or manipulations carried out by the customer or by unauthorized third parties.
2.3.5. Failure to follow the installation, use or maintenance instructions provided by the manufacturer.
2.3.6. Incorrect installation carried out by the customer or by third parties, or inadequate storage of the product before installation.
2.3.7. Discrepancies between the product and the intended opening resulting from incorrect dimensions or configuration supplied by the customer when placing the order.
2.4. Consumer rights in case of lack of conformity (art. 118 TRLGDCU): the consumer may choose between repair or replacement of the product, unless one of these options is impossible or disproportionate. Secondarily, they may request a proportional price reduction or the termination of the contract, under the terms of article 119 bis of the TRLGDCU.
2.5. Costs: repair or replacement, as well as the necessary expenses to rectify the lack of conformity (in particular, shipping, transport, labor, and material costs), will be borne by the Responsible party at no cost to the consumer, in accordance with article 118.2 of the TRLGDCU.
2.6. Period for declaring lack of conformity: the consumer must communicate the lack of conformity to the Responsible party within two (2) months from the moment they became aware of it, in accordance with article 123.4 of the TRLGDCU.
3. Right of withdrawal
3.1. The consumer has the right to withdraw from the contract within fourteen (14) calendar days without giving any reason, in accordance with Article 102 of the TRLGDCU. This right applies only to standard non-configurable stock products; made-to-measure products are excluded in accordance with clause 5.
3.2. Calculation of the period: the withdrawal period will expire fourteen (14) calendar days from the day on which the consumer, or a third party indicated by them other than the carrier, acquired material possession of the product. In the case of multiple deliveries related to the same order, the period will be calculated from the receipt of the last product.
3.3. How to exercise the right: to exercise the right of withdrawal, the consumer must notify the Responsible party of their decision through an unequivocal statement, using any of the following means:
3.3.1. Filling out and sending the withdrawal form model included in clause 7 of this policy.
3.3.2. By any other unequivocal statement sent to the email info@cerraterm.es or to the postal address indicated in clause 1.
3.4. Burden of proof: it is the consumer's responsibility to prove the exercise of the right of withdrawal within the indicated period, so it is recommended to keep a copy of the notification sent.
3.5. Product return conditions:
3.5.1. The product must be returned uninstalled and unused, in its original condition.
3.5.2. Preferably, it should be returned in its original packaging, including all accessories, instructions, and documentation that accompanied the product.
3.5.3. The consumer is responsible for any decrease in the value of the goods resulting from handling other than that necessary to establish their nature, characteristics, or functioning, in accordance with article 108.2 of the TRLGDCU.
3.6. Deadline for product return: the consumer must return or deliver the product to the Responsible party, directly or by the provided means, within a maximum period of fourteen (14) calendar days from the date they communicate their decision to withdraw from the contract, in accordance with article 108.1 of the TRLGDCU.
3.7. Return costs: the consumer will exclusively assume the direct costs of returning the product, in accordance with article 108.1 of the TRLGDCU, being informed of this circumstance herein.
3.8. Refund: the Responsible party will refund all payments received from the consumer, including delivery costs (with the exception of additional costs resulting from the consumer's choice of a delivery method other than the least expensive ordinary delivery method offered by the Responsible party), without undue delay and, in any case, no later than fourteen (14) calendar days from the date on which they are informed of the decision to withdraw, in accordance with article 107.1 of the TRLGDCU. The refund will be made using the same payment method used by the consumer for the initial transaction, unless expressly agreed otherwise and provided that it does not incur any additional cost.
3.9. Withholding of refund: the Responsible party may withhold the refund until they have received the product or until the consumer has presented proof of its return, depending on which condition is met first, in accordance with article 107.3 of the TRLGDCU.
4. Defective products or products damaged in transit
4.1. If, upon receipt of the product, the consumer detects obvious external damage derived from transport or defects in the packaging, it is recommended to record such incidents on the delivery note and communicate it to the Responsible party as soon as possible, preferably within forty-eight (48) hours following delivery, in order to facilitate the management of the incident with the transport company.
4.2. To process incidents, the consumer must provide the Responsible party with the following information at the email address info@cerraterm.es:
4.2.1. Order number.
4.2.2. Clear photographs of the defect or damage suffered by the product.
4.2.3. Where appropriate, photographs of the state of the packaging at the time of receipt.
4.3. Once the case has been evaluated, the Responsible party will propose an appropriate solution at no additional cost to the consumer, consisting of sending replacement parts, replacing the product, or refunding the amount paid, in accordance with the legal guarantee established in clause 2.
4.4. Communicating defects or damage within the recommended period in clause 4.1 does not constitute a requirement for the exercise of the consumer's legal guarantee rights, which may be exercised during the three (3) year period established in clause 2.1.
5. Exceptions to the right of withdrawal
5.1. For information purposes, and in accordance with article 97.1.k of the TRLGDCU, it is stated that article 103 of the TRLGDCU establishes certain cases in which the right of withdrawal is not applicable, among others:
5.1.1. Products made to the consumer's specifications or clearly personalized (art. 103.c TRLGDCU).
5.1.2. Products that may deteriorate or expire quickly (art. 103.d TRLGDCU).
5.1.3. Sealed products that are not suitable for return for reasons of health protection or hygiene and that have been unsealed after delivery (art. 103.e TRLGDCU).
5.2. Application to the products offered on this website: windows, balcony doors and sliding systems made to measure according to the configuration chosen by the consumer are goods made to the consumer's specifications (Art. 103(c) TRLGDCU) and therefore cannot be withdrawn from. The consumer is expressly informed of this before confirming the order. The right of withdrawal described in clause 3 applies to standard non-configurable stock products.
6. Complaint procedure and out-of-court dispute resolution
6.1. The consumer may address their complaints to the Responsible party through the email info@cerraterm.es or at the postal address indicated in clause 1, providing their order number and a detailed description of the incident.
6.2. The Responsible party will have official complaint forms available to consumers, which can be requested at the indicated email address.
6.3. European online dispute resolution platform: with effect from 20 July 2025, Regulation (EU) 2024/3228 has repealed Regulation (EU) 524/2013, so the European Online Dispute Resolution (ODR) platform is no longer operational. The consumer may apply to the Consumer Arbitration Board of the Valencian Community, to the Municipal Consumer Information Offices (OMIC) of their locality or to the Spanish Agency for Consumer Affairs, Food Safety and Nutrition (AESAN): https://www.consumo.gob.es.
6.4. Applicable law and jurisdiction: these conditions are governed by Spanish law. For the resolution of any disputes that may arise, the court or tribunal of the consumer's domicile will be competent, in accordance with article 90.2 of the TRLGDCU.
7. Withdrawal form model (Annex B TRLGDCU)
7.1. The consumer may use the following model form, provided in compliance with Annex B of the TRLGDCU, to withdraw from the purchase of standard stock products. Use of this form is not compulsory; any unambiguous statement of withdrawal in accordance with clause 3.3 is valid.
To the attention of:
Cerraterm
C. Mariano Benlliure, 19A, 03009 Alicante (Alicante), Spain
Email: info@cerraterm.esI/We (*) hereby notify you that I/we (*) withdraw from my/our (*) contract of sale of the following good:
— Product description: _____________________________
— Order number: _____________________________
— Ordered on (*) / received on (*): _____________________________
— Name of the consumer(s): _____________________________
— Address of the consumer(s): _____________________________
— Date: _____________________________
— Signature of the consumer(s) (only if this form is presented on paper): _____________________________(*) Delete as appropriate.
8. Modifications
8.1. The Responsible party reserves the right to modify this policy to adapt it to regulatory changes or the internal organization of the service. The modifications will be effective from their publication on the website and will apply to orders placed after such publication.