1. Purpose and scope

These General Terms and Conditions of Sale (the “Terms”) govern the contractual relationship between The Joker House and the customer (the “Customer”) arising from purchases made through the website www.thejokerhouse.com.

Use of the Website and/or placing an order implies full and unreserved acceptance of these Terms.

Additional information about the Website owner can be found in our Legal Notice.

2. Identity of the seller

Sales made through the Website are carried out by:

• Trade name: The Joker House
• Company name: Site Factory Digital Agency S.L
• VAT number: B88047444
• Registered address: C/ Velero 26, 28220 Majadahonda (Madrid), Spain
• E-mail: info@thejokerhouse.com

3. Capacity to contract

By placing an order through the Website, the Customer declares that they are at least 18 years old and have the legal capacity to enter into contracts.

The Customer warrants that the information provided is truthful, complete and up-to-date. Any fraudulent or misleading use may result in the cancellation of the order and, where appropriate, legal action.

4. Ordering process

The main steps of the ordering process are as follows:

• Selecting products and adding them to the cart.
• Reviewing the cart, checking quantities and applying discount codes where applicable.
• Entering shipping and billing information.
• Selecting the shipping method and payment method.
• Final review of the order summary and acceptance of these Terms.
• Order confirmation and, where applicable, payment confirmation through the chosen payment gateway.

Once completed, the Customer will receive an order confirmation email at the address provided. If no email is received, the Customer should check their spam folder or contact Customer Service.

5. Product information

We strive to provide accurate descriptions, images and technical details of our products. However, slight variations (for example, colour differences due to screen settings) may occur without affecting the essential characteristics of the product.

If the Customer has any specific questions, they can contact Customer Service before placing an order.

6. Prices, taxes and invoicing

Product prices are shown in euros (€) and, unless otherwise indicated, include the applicable Value Added Tax (VAT).

Shipping costs and any additional charges (e.g. cash-on-delivery fees, if offered) are shown separately before the order is finalised.

For intra-EU business customers (excluding Spain) with a valid EU VAT number, VAT exemption may be applied in accordance with current regulations.

For further details on shipping costs and zones, please refer to Shipping.

The Joker House reserves the right to change prices at any time. However, orders will be invoiced at the price in force at the time of order confirmation, except in cases of obvious error.

7. Payment methods

The Joker House offers secure payment methods such as credit/debit card, PayPal or others indicated on the Website from time to time.

Payments are processed by external, secure payment gateways that comply with the Payment Services Directive (PSD2) and Strong Customer Authentication (SCA). The Joker House does not store the Customer’s full card details.

More information is available in Payment Methods.

The Joker House may block or cancel orders where fraudulent or high-risk activity is suspected, informing the Customer whenever possible.

8. Shipping, delivery and service areas

Products are shipped to the address indicated by the Customer during the checkout process. The Customer is responsible for ensuring that this information is correct and complete.

Delivery times, costs and available destinations are detailed on the dedicated Shipping page.

If the Customer is absent at the time of delivery, the carrier may leave a notice or arrange redelivery according to its own procedures.

For shipments outside the EU or to territories with special tax regimes, any customs duties, import taxes or handling fees shall be borne by the Customer.

9. Right of withdrawal and returns

When acting as a consumer, the Customer has a legal right of withdrawal of 14 calendar days from receipt of the goods, without giving any reason, in accordance with EU consumer law.

The Joker House voluntarily extends this period to a total of 30 calendar days, provided that the conditions set out in our returns policy are met.

The procedure and conditions for exercising the right of withdrawal (condition of the goods, packaging, return costs, excluded products, etc.) are described in detail in: Returns.

Certain products may be excluded from the right of withdrawal for hygiene reasons, customisation or other legal grounds. This will be indicated, where applicable, on the product page or during checkout.

10. Legal guarantee

All products sold by The Joker House are covered by the legal guarantee of conformity provided under applicable consumer law.

In Spain, the legal guarantee period is up to 3 years from delivery of the goods, pursuant to current Spanish consumer legislation, unless a longer period is mandated by the Customer’s country of residence.

The guarantee covers non-conformities existing at the time of delivery. It does not cover, among others:

• Normal wear and tear,
• Damage caused by improper use, accidents or negligence,
• Modifications or repairs carried out by unauthorised third parties.

In the event of lack of conformity, the Customer may be entitled to repair, replacement, price reduction or contract termination, as provided by consumer law.

11. Customer service and complaints

The Joker House provides a customer service channel to handle queries, incidents and complaints related to orders.

You can contact us via the Customer Service page or by e-mail at info@thejokerhouse.com.

12. Limitation of liability

Without prejudice to the mandatory rights of consumers, The Joker House shall not be liable for:

• Minor differences or variations not affecting the essential characteristics of the products (e.g. colour variations due to display settings).
• Delays or failures due to force majeure (e.g. strikes, transport incidents, natural disasters or similar events).
• Indirect or consequential damages, loss of profit or business opportunities arising from use of the Website or the products.

In any event, The Joker House’s total liability to the Customer shall be limited to the total amount actually paid by the Customer for the order concerned.

13. Data protection and cookies

Processing of the Customer’s personal data is governed by our Privacy Policy, which describes the purposes, legal basis and rights available to data subjects.

Use of cookies and similar technologies is described in detail in our Cookie Policy.

14. Changes to these Terms

The Joker House reserves the right to modify these Terms at any time. The new Terms will apply from the date of publication on the Website and will not affect orders already confirmed.

15. Applicable law and jurisdiction

These Terms are governed by Spanish law. In the event of a dispute, and unless mandatory consumer protection rules provide otherwise, the parties shall submit to the competent courts according to the Customer’s place of residence as a consumer.

16. Online dispute resolution (ODR)

In accordance with Regulation (EU) No 524/2013, consumers are informed that the European Commission provides an online dispute resolution platform, available at: https://ec.europa.eu/consumers/odr/ .

Through this platform, consumers may submit complaints arising from online purchase contracts. However, we encourage you to first contact our Customer Service to try to resolve any issue directly.