Terms of service

General Contracting Conditions

NEW ROCK aims to provide its customers with maximum confidence by ensuring strict compliance with consumer and user regulations. Therefore, it presents here the General Contracting Conditions that will regulate commercial transactions between NEW ROCK and its users:

1. Object and Scope of Application

The user declares to be aware, at the time of placing the order, of the specific sales conditions indicated on the screen (name, price, weight, quantity, product details, etc.) and expressly declares to accept them without any reservation. Placing an order and its subsequent confirmation by the user makes them a customer and implies full and complete acceptance of the specific sales conditions applicable only to that order, as well as the acceptance of the rest of the legal documents published both on the website and in the terms of use.

2. Product Data Sheets and Information Provided

The information displayed on the website is truthful and free of typographical errors. Should any such error occur at any time, beyond the control of NEW ROCK, it will be corrected immediately. The photographs illustrating the products are provided for indicative purposes only. The texts accompanying these photographs are reproductions of the information found on the packaging and technical characteristics. Differences between the photographs and the products can only be minimal, potentially caused by the graphic resolution of the screen used to access the web, and do not affect the essential characteristics of the products.

Use of images and graphic material: The use of images and graphic material for any purpose (not only of a commercial or advertising nature) without the authorization of New Rock Shoes S.L. is prohibited.

3. Languages for Product Acquisition

Purchases made by customers will be understood to be linked to the language selected by them; it is not possible to enter into a product acquisition under any language other than Spanish or English.

4. Price

All prices are shown by default in Euros, though other currencies may be selected at the top of the web portal. The indicated price, for both products and transport costs, does not include Value Added Tax (VAT) or any other type of tax included in Spanish tax regulations affecting the transaction. The tax will be calculated at the end of the checkout process. Customs duties for countries outside the European Economic Area are not included. The price invoiced to the customer is the price indicated in the order confirmation sent by NEW ROCK.

Additional fee for telephone/email orders: Orders not placed through the website will incur a €40 surcharge for management and handling.

5. Order Confirmation and Product Availability

The customer places the order by clicking on the "add to cart" tab. The order is added to a total that includes all items confirmed by the customer by clicking on the shopping cart icon in the menu bar. All products indicate their availability level on the website as well as the supply or manufacturing time:

  • Now: Indicates sufficient units of the product in the selected size.

  • Low Stock: Indicates few units left in the selected size.

  • Pre-Order: Indicates the product must be manufactured as we do not have availability in our warehouses.

  • Out of Stock: Indicates no units available. In this case, an estimated date for when it can be purchased will be shown.

NEW ROCK reserves the right not to confirm an order for reasons such as product supply, problems regarding the order received, abnormal orders, or foreseeable problems regarding delivery. Notwithstanding the above, NEW ROCK will inform the customer of such circumstances as soon as possible, offering an alternative solution whenever possible.

6. Delivery Times and Shipping Rates

The customer will choose the delivery location at the time of ordering; in principle, there is no territorial limitation. Delivery times will vary based on the availability criteria described in the previous point and the delivery address:

  • National and European shipments: Delivered within 48 hours when stock is available. Otherwise, the supply period will be indicated within the product description.

  • International shipments: Delivered between 3 to 5 business days from order confirmation.

NEW ROCK shall not be held responsible for delays caused by reasons beyond its management, such as (but not limited to) force majeure, accidents, or transport strikes that delay, prevent, or cause incidents in the supply. If several products have been requested at once, NEW ROCK may deliver the items in the shopping cart on different dates depending on individual availability.

7. Shipping Costs

Regarding shipping costs, depending on the chosen method and the place of delivery, they will be displayed individually and clearly differentiated from the product price.

8. Receipt of Products

Upon receiving the products, the customer agrees to sign the receipt sheet presented by the delivery person, where they may include any observations deemed necessary. By signing the receipt, the customer acknowledges having received the number of packages indicated therein. If the customer notices damaged or missing products, they must make a claim via email to newrock [at] newrock.com within a maximum period of 24 hours. NEW ROCK will inform the customer through any appropriate means on the same day the event occurs so that the customer may freely cancel their orders via post or email once notified of the event.

9. Payment Conditions

To formalize the purchase, the user may use any of the payment methods offered in each case during the ordering process.

10. Information Requested

All data provided during the commercial transaction will become part of the files of NEW ROCK SHOES, SL for the purpose of managing the purchase process and sending commercial information about our services. Please consult our Privacy Policy to learn about all the data processing we perform at NEW ROCK. In any case, you may exercise your rights of access, rectification, cancellation, and opposition by attaching a photocopy of your ID to the email address newrock [at] newrock.com.

11. Warranty

the customer will benefit from a 2-year legal warranty on the products sold. All our products are designed and manufactured with the greatest possible care. However, the warranty will not be valid if failures or damage occur due to improper use, lack of maintenance, or care contrary to our maintenance instructions. The buyer must consult the appropriate instructions and recommendations found in the user manual provided with each product.

12. Right of Withdrawal

Any customer has the right to withdraw from this contract within a period of 14 days without the need for justification. The withdrawal period will expire 14 days from the day the customer or a third party indicated by the customer, other than the carrier, acquires physical possession of the goods. However, certain products cannot be returned for health protection or hygiene reasons. In such cases, this circumstance will be indicated to the consumer. In cases where the right of withdrawal is permitted, the customer must bear the shipping costs for returning the goods and must return the product itself, its original packaging, and all original accessories and documentation. To meet the withdrawal deadline, it is sufficient to send the communication regarding the exercise of your right of withdrawal before the period expires using the form found at the following link and sending it by email to newrock [at] newrock.com.

13. Refund of Amounts Paid

Refunds, where applicable, will be made using the same payment method used for the purchase. The price to be refunded is the one originally appearing in the order. Once the correct condition of the returned product has been verified, NEW ROCK will proceed to refund the amount within a maximum period of 30 days from the date of withdrawal or termination of the contract.

14. Size Change or Product Return

For size changes, our pickup size-change service must be used, and for product returns, the pickup size-return service. These and other services are available in the "SERVICES" section of the main menu. CUSTOM MADE items, due to their nature as products manufactured specifically for the customer, cannot be returned, and any such process remains subject to the decision of New Rock Shoes.

15. Applicable Legislation and Jurisdiction

By placing an order, the customer agrees to submit the purchase to Spanish legislation; therefore, these General Conditions are governed by Spanish law. For any interpretative or litigious matters that may arise, Spanish legislation shall apply.

  • When the buyer is a consumer under Spanish law and resides outside Spanish territory, both parties, waiving their own jurisdiction if another should apply, agree to submit any dispute regarding the purchase of NEW ROCK products to the Consumer Arbitration of the OCU (Organization of Consumers and Users).

  • When the buyer is a consumer and resides within Spanish territory, both parties, waiving their own jurisdiction, agree to submit any dispute to the Courts and Tribunals of the buyer's (consumer's) domicile.

  • When the buyer is not a consumer, regardless of where their domicile is, both parties, waiving their own jurisdiction, agree to submit any dispute to the Courts and Tribunals corresponding to the seller's domicile.

For legal purposes, and although NEW ROCK does not agree to submit to it, we remind customers that the European Commission has created an online dispute resolution platform available at http://ec.europa.eu/consumers/odr/.