General terms of purchase

These terms govern the purchases you make at The Joker House through thejokerhouse.com. Please read them before confirming your order: by doing so, you accept the version in force at that moment. If you have any questions, write to us from our contact form.

1. Seller identification

The online shop The Joker House (thejokerhouse.com) is owned by:

• Trade name: The Joker House
• Registered company name: Site Factory Digital Agency S.L.
• Spanish tax number (NIF): B88047444
• Registered address: Calle Velero 26, 3.º A, 28220 Majadahonda (Madrid), España
• Contact: contact form

You will find more information about the site owner in the legal notice.

2. Purpose and acceptance

These terms govern the sale of the products in our catalogue to consumers and users. Using the website or placing an order means that you accept them in full.

The contract is formalised in the language in which you make your purchase. We keep a record of the order and send you its details by email.

3. Capacity to contract

To buy on the website you must be over 18 years of age and have the legal capacity to enter into a contract.

The details you give us must be truthful, complete and up to date. If we detect fraudulent or misleading use, we may cancel the order and take whatever legal action is appropriate.

4. Product information

We take the greatest care with the descriptions, images and features of every product. Even so, there may be slight variations (for example, in colour depending on your screen) that do not affect how the product works.

If you have a specific question about a product, write to us before buying through the contact page.

5. Prices, taxes and invoicing

Prices are shown in euros (€) and include the applicable VAT, unless stated otherwise.

Shipping costs and any other additional charges are shown itemised before you confirm your order.

On sales to companies in the European Union (except Spain) holding a valid intra-Community VAT number, the VAT exemption may apply in accordance with the regulations in force.

We may change prices at any time, but your order is always invoiced at the rates in force when you confirm it.

Obvious pricing or description errors are not binding on us. If we detect one after your order (for example, a product marked at €0.01 when its real value is far higher), we will let you know and you can either confirm it at the correct price or cancel it with a full refund.

You can check amounts and zones on the shipping costs and delivery times page.

6. Purchase process and confirmation

Buying at The Joker House is this simple:

• You choose the products and add them to your basket.
• You review the basket and apply a coupon, if you have one.
• You enter your shipping and billing details.
• You choose a shipping and a payment method.
• You go over the final summary and accept these terms.
• You confirm the order and, where applicable, the payment at the gateway.

You will then receive a confirmation email with the details. If it does not arrive, check your spam folder or write to us through the contact page.

The contract is concluded when we send you that order confirmation by email.

Should any product finally not be available, we will let you know and refund its amount.

7. Payment methods

You can pay by credit or debit card, with PayPal and with any other means indicated at the time of purchase. We do not apply surcharges for any payment method. We do not accept cash on delivery.

The charge is made when the order is confirmed.

Payment is processed through secure external gateways that comply with the payment services regulations (PSD2) and strong customer authentication (SCA). We do not store your full card details.

We may block or cancel orders if we detect transactions that could be fraudulent or risky. Whenever possible, we will inform you.

8. Shipping, delivery and zones

We send the products to the address you give during the purchase. Check that the details are correct: that is your responsibility.

Delivery times, carriers, costs and available zones are detailed on the shipping costs and delivery times page. You will receive the tracking number by email when your order leaves the warehouse.

If you are not at home at the time of delivery, the carrier may leave a notice or arrange a new delivery according to its own conditions.

For shipments outside the EU or to territories with a special tax regime (the Canary Islands, Ceuta or Melilla), import taxes, customs duties and clearance costs are payable by you.

9. Right of withdrawal and returns

If you buy as a consumer, you have 14 calendar days from receiving your order to withdraw from the purchase, without having to justify your decision.

To exercise it, write to us through the contact page, stating your order number. We will confirm the steps to follow before you send anything back to us.

We will refund the amount, including the initial standard shipping costs, within a maximum of 14 days from when we receive the product or proof of its return, using the same payment method you used.

The product must come back complete, unused and with its packaging, parts and seals intact. The direct costs of the return are payable by you, unless the product is defective or the mistake is ours.

The cases provided for by law are excluded from withdrawal: among others, sealed products that cannot be returned for reasons of hygiene and have been unsealed after delivery, and personalised products. Where this applies, we will state it on the product page or during the purchase.

You will find the full process in the returns policy.

10. Legal guarantee of conformity

All our products come with the legal guarantee of conformity.

In Spain the period is 3 years from delivery, in accordance with Spanish Royal Decree-Law 7/2021 and supplementary legislation. In the rest of the European Union the legal minimum is 2 years, unless the legislation of your country sets a longer period.

The guarantee covers lack of conformity that already existed at the time of delivery. Among other things, it does not cover:

• Wear and tear from normal use.
• Damage from improper use, knocks, incorrect handling or negligence.
• Unauthorised modifications or repairs.

If a product arrives defective or not in conformity, write to us and we will resolve it through repair, replacement, a price reduction or termination of the contract, as appropriate.

11. Joker Points programme

Orders placed with a customer account earn points from the Joker Points loyalty programme, in accordance with its terms: earning percentage, minimum redemption, expiry and grounds for cancellation.

Taking part is free and you can opt out whenever you like using our contact form. By accepting these general terms you also accept those of the programme.

12. Limitation of liability

Without prejudice to your rights as a consumer, we are not liable for:

• Minor, non-substantial differences in the features of the products, for example because of your screen settings.
• Delays or failures due to force majeure: strikes, labour disputes, extreme weather events or third-party logistics incidents.
• Indirect damage, loss of profit or loss of business opportunities arising from the use of the website or the products.

In any event, our total liability is limited to the amount you have paid for the order from which the claim arises.

13. Customer service and complaints

For any query, incident or complaint, write to us through the contact page.

We reply as soon as possible and, in any case, within the legal deadlines for handling consumer complaints.

You may also turn to the consumer bodies or the alternative dispute resolution entities of your territory.

14. Data protection and cookies

The processing of your personal data is governed by the privacy policy, where we explain the purposes, the legal basis, the recipients and how to exercise your rights.

The use of cookies and similar technologies is detailed in the cookies policy, from where you can check and change your preferences.

15. Changes to these terms

We may amend these terms at any time. The new ones apply from the moment they are published on the website and do not affect orders already confirmed.

16. Applicable law and jurisdiction

These terms are governed by Spanish law, without prejudice to the mandatory consumer protection rules of your country of residence.

In the event of a dispute, and provided that consumer legislation does not state otherwise, the parties submit to the courts and tribunals of the consumer's place of residence.

17. Online dispute resolution (ODR)

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

From there you can submit complaints about online purchases. Even so, we recommend writing to us first through the contact page: we almost always sort things out directly and more quickly.

Last updated: September 2026.