Purchase conditions


The owner of this website is the company DENA TOYS SLU, DENA TOYS SLU with address at Miramon 170, 20014 Donostia-San Sebastián, with tax number (CIF) B75180281 and registered in the Mercantile Registry of Gipuzkoa Volume 2803, Sheet 164, 1st Entry SS-39797

Any communication with DENA TOYS can be directed to the registered office, to the DENA TOYS telephone number, to the email address hello@denatoys.com or using the contact form on the website.


By making use of this website and placing orders through it, you agree to:

Use this website only to make queries or legally valid orders.

Provide DENA TOYS with your email address, postal address and/or other contact information in a truthful and accurate manner. Likewise, you agree that DENA TOYS may use this information to contact you if necessary. If you do not provide us with this information, we will not be able to process your order or provide you with the information you request.

By placing an order through this website, you declare that you are over 18 years of age and have the legal capacity to enter into contracts and obligations.


User registration.

The purchase of products requires that you register on the website by creating a user or “customer” account. During this process, after your reading and accepting of the Personal Data Protection Policy, DENA TOYS will request the necessary information (marked with an asterisk *) to manage the entire process of purchase and delivery of products.

The registration procedure also requires that you choose a username and password that you must use to access your account. You are responsible for the custody of this data preventing its use by unauthorized third parties, as well as the consequences of any kind arising from the non-observance of this obligation.

Order process.

The user will be guided at all times during the online shopping process through the different sections of the website, selecting those items of interest, after checking their characteristics, availability, prices and delivery costs, which will be saved provisionally in a “basket, shopping cart” or similar space and which may be eliminated or replaced by others at any time, before making the payment or assuming any purchasing commitment.

Once you have selected the items of interest, you can review and accept in each case:

  • your order information,
  • provide the delivery and/or invoicing address for the order,
  • the total price expressed in euros (€),
  • the breakdown of delivery costs and applicable taxes,
  • select the delivery method and the payment method, and in case of error,

correct any information provided

Before confirming the order definitively, you must accept these Conditions which you can consult at any time on the website and which can be downloaded for consultation or saving at the following link:

  • The contract of sale will be understood to be executed at the moment in which the customer clicks the “finish purchase” button or any other similar technical system of order processing which will come with a message with the expression: or similar.
  • DENA TOYS keeps computerized records of all transactions (orders, cancellations, returns, invoicing, etc.) carried out by shoppers on the website. These records will be considered as proof of the transactions carried out between both parties.
  • Confirmation of the purchase made. Upon completion of the purchase process, DENA TOYS will inform you via email of all the characteristics of the placed order, the date of purchase, the total price, the delivery method, and estimated delivery time of the purchased product.
  • Price and payment. All prices shown on the website are expressed in euros (€) and include Value Added Tax (VAT). Unless indicated otherwise, the prices shown for the items do not include delivery costs, which will be shown when the item is added to the shopping cart. Prices may change at any time, although any changes will not affect orders for which DENA TOYS has sent the order confirmation.


The following payment methods are accepted on the website:

Payment by credit or debit card (Visa, MasterCard, Visa Electron, American Express, Maestro, Diners and Red 6000 cards): Payment data that is transmitted by means of a credit card is encrypted through a secure line to the POS (Point of Sale) terminal of the Bank used by DENA TOYS. If you make the payment by credit card you will be asked for the following: card number, expiration date and a Card Verification Value that matches the last 3 digits of the number printed in italics on the back of your card.

Payment with a PayPal account. To use this system you must have a PayPal account at the time of payment. Upon selecting this method, you will be redirected to the PayPal website where payment will be completed and you will be shown the amounts to be paid including all taxes or fees applicable to the transaction. PayPal will send you proof of the transaction to your email.

If any of these payment methods imply an additional charge on the price of the item shown on the website, DENA TOYS will inform you, by means of the breakdown of the total price, of all the increases that are applied for the use of that payment method before you make any commitment to paying. In any case, this charge will never be higher than the actual cost borne by DENA TOYS for the use of such methods.


If an order is correctly processed and the subsequent check by DENA TOYS indicates there are no products left in stock or an incident arises regarding the supply, the user will be informed immediately of said circumstance. In these cases, DENA TOYS will proceed to refund the amount that has been paid by the user through the same payment method, without delay and always within 14 days of the purchase.


Orders will be delivered at the delivery address designated by the user and within the period indicated on the website according to the selected delivery method and always within 15 calendar days from the completion of the purchase.

If for any reason we are unable to meet the delivery date, we will inform you of this circumstance and we will give you the option to continue with the purchase by establishing a new delivery date or to cancel the order with a full refund of the price paid.

For the purposes of these Conditions, it will be understood that the delivery of the order has occurred when you, or a third party authorized by you, takes physical possession of the products, which will be confirmed by signing the receipt of the order at the delivery address.

Incidents during delivery: If the delivery cannot be made due to the absence of the recipient, the courier will leave a note and try to contact the recipient by phone to establish a new delivery. If the delivery is again unsuccessful, the customer will have to contact the courier to arrange a new delivery.

If 30 days have elapsed since your order is available for delivery and it has not been delivered for reasons not attributable to DENA TOYS, we will understand that you wish to withdraw from the contract and we will consider it settled. As a result of the termination of the contract, we will refund all payments received from you, including delivery costs (with the exception of the additional costs resulting from the choice of a delivery method that is different to the cheapest ordinary delivery we offer) without any delay and always within a maximum period of 14 days from the date on which we consider the contract terminated. Where applicable, DENA TOYS will be able to pass on the transportation costs deriving from the termination of the contract.


Products will be invoiced with the tax rate of the delivery location (currently corresponding to 21%) for the territory of the European Union where this tax is applicable.

For orders to the Canary Islands, Ceuta and Melilla, deliveries will be exempt from VAT payment, due to their special tax regime, without prejudice to the application of taxes and/or tariffs in accordance with current regulations.

You expressly authorize us to issue the invoice electronically. However, you can indicate at any time your desire to receive a paper invoice, in which case, we will issue and send the invoice in this format.


Right of withdrawal.

If you are entering into contract as a consumer, you have the right to withdraw from this contract within a period of 14 calendar days without the need for justification except in the cases established in the regulations on users and consumers (including but not limited to, for causes of health or hygiene for sealed products, or clearly personalized products, etc.). The withdrawal period will expire 14 calendar days from the day that you or a third party indicated by you, other than the courier, received physical possession of the goods or in the case that the goods comprising the order are delivered separately, 14 calendar days from the day that you or a third party indicated by you, other than the courier, received physical possession of the last of those goods.

In order to exercise the right of withdrawal, you must notify DENA TOYS of your decision to cancel the purchase through the form provided on the website within the stipulated period. DENA TOYS will inform you without delay using a durable medium (for example, by email) the receipt of said withdrawal.

The returned order must be delivered to the address indicated by DENA TOYS, together, where appropriate, with the invoice issued and you must assume the direct cost of returning the product. The products must be in perfect condition, must not have been opened or used and retain their original seal or packaging and the included manuals, accessories or promotional gifts where applicable.

Consequences of withdrawal. In the event of withdrawal, we will refund all payments received from you, including delivery costs (with the exception of the additional costs resulting from the choice of a delivery method that is different to the cheapest ordinary delivery we offer) without any undue delay and always no later than 14 calendar days from the date on which we were informed of your decision to withdraw from this contract.

We will proceed to make the refund using the same payment method used by you for the initial transaction. Notwithstanding the foregoing, we may withhold reimbursement until we have received the goods, or until you have presented proof of their return, depending on which condition is met first.

The products must be in perfect condition, must not have been opened or used and retain their original seal or packaging and the included manuals, accessories or promotional gifts where applicable.

You will only be responsible for the depreciation in the value of the goods resulting from handling other than that necessary to establish the nature, features and functioning of the goods.

Warranties and Returns.

For the purposes of these Conditions, a return is understood as one that is generated due to a defect, tare or receipt of the wrong product.

Warranty: If you are a consumer of final buyer, the contractual warranty offered by DENA TOYS for purchases made on this website is that established in Royal Legislative Decree 1/2007, of 16 November, approving the revised text of the General Law for the Protection of Consumers and Users. That is, the company will be liable for any lack of conformity that manifests itself in the products within two years of delivery.

For these purposes, it will be understood that the products are in accordance with these Conditions when they fit the description and qualities that appear on the website, are suitable for the uses indicated and have a quality comparable to that of other products of the same or similar characteristics.

Returns. If at the time of delivery, the order presents some tare, defect or a product that does not correspond to the order placed is delivered, you must immediately notify DENA TOYS of this circumstance through our contact form providing the product data as well as the damage suffered, or via the email address hello@denatoys.com, from where we will inform you of how to make the return.

Once the items are returned, they will be checked by DENA TOYS and we will inform you if you will be reimbursed or, where applicable, if the product will be replaced.

DENA TOYS will reimburse the corresponding amount (including the delivery costs of the initial delivery) without undue delay and always before 14 calendar days from the date on which it was informed of the return. The refund will be made through the same payment method as the initial payment.

However, DENA TOYS may withhold the refund until it receives the returned products or until the user submits proof of how the order was returned.


As part of a process of continuous improvement, DENA TOYS will keep all the information and services offered on the website updated, in order to avoid as much as possible the existence of errors or mistakes in it, provided that these are due to the media, services or tools over which DENA TOYS has direct control.

DENA TOYS does not guarantee the availability and continuity of the functioning of the website. When it is reasonably possible, DENA TOYS will previously warn of interruptions in the functioning of the website.

Except as expressly provided otherwise in these Conditions, our liability in relation to any product purchased on this website will be strictly limited to the purchase price of said product.

DENA TOYS will not be responsible for any damage or loss resulting from a denial-of-service attack, virus or any other harmful or damaging program that may affect your computer equipment, data or materials as a result of the use of this website or the download of content from it or those that it redirects to.


Your acceptance of these Conditions implies your consent to receive electronic communications of any kind (email and notifications or forms on the website), through Customer Support and through the contact forms of the website.


For any doubt, suggestion, query or claim regarding the website or placed orders, the user can contact DENA TOYS, by any of the following means:

– Email: hello@denatoys.com

– Postal mail at the following address: Miramon 170, 20014 Donostia-San Sebastián, Gipuzkoa, Spain.

DENA TOYS will provide you with an identification key and a written receipt (email) of the presentation of the claim. DENA TOYS will respond to your request as soon as possible and always within one month. If your request is not resolved satisfactorily, you may resort to the ordinary courts or process your claim through the Municipal Consumer Information Office of your municipality of residence or the Consumer Arbitration Board of your Autonomous Community.


DENA TOYS guarantees security and confidentiality in all communications that we maintain with you. All online payment transactions are made through a secure server, based on the SSL standard, which protects data against breaches from third parties. The purchase process data is stored in a database designed for this purpose.

DENA TOYS also guarantees the protection and confidentiality of personal, payment and any other type of data provided by the user in accordance with the provisions of Organic Law 15/1999 of 13 December on the Protection of Personal Data.

All the data that you provide will be included in an automated file created and maintained under the responsibility of DENA TOYS with the purpose that is established in each data collection form. In this form you will be able to accept or decline the purposes and uses other than those necessary for compliance with these Conditions. In the privacy policy you will find all the information about the processing of your personal data.

If the data supplied is associated with a purchase, Spanish legislation requires that it be maintained for at least five years, so it cannot be deleted or rectified—although it can be blocked (cancelled), even if the user requests this.


These General Conditions of Sale shall be governed and interpreted in each and every one of its points in accordance with the current legislation of the state where the consumer is domiciled.

DENA TOYS recommends to the Buyer the submission of any dispute regarding these general contracting conditions to the website of the European Union’s Online Dispute Resolution accessible through the following link: https://webgate.ec.europa.eu/odr/main/index.cfm?event=main.home.show&lng=ES.

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