Returned Products must comply with our returns policy outlined below. You have a legal obligation to take care of the Products while they are in your possession, and you must return them in the same condition in which you received them — except to the extent reasonably necessary to examine the Product. This includes the following guidelines:
- Products must be returned unused — unless for testing purposes — unwashed, undamaged, and without any use on their original labels.
- Accessories must be returned in their original boxes and within a shipping box that protects the Product.
- If the Product comes with a tag, it must be kept with the Product.
If you fail to meet the above obligations — including return conditions — we may deduct from the refund an amount that may range between what we estimate the value of the Product to be, according to its conditions, and the total price. You cannot cancel a Contract related to any of the following Products:
- Any Product that has been customized or made according to your specifications, unless such Product is damaged or defective when you receive it or if it has been delivered incorrectly.
- Any Product from which any label has been removed or broken.
We recommend that you return the Products in their original packaging to ensure necessary protection during transport. The instructions for returning the Product will be included in the delivery package. There are two options available to return Products to us:
- Depending on where you live, exercise your right to cancel under the Consumer Contracts Regulations — Information, Cancellation, and Additional Charges. If you choose this option, you will be refunded the full price of the Products — subject to our return policy — and the standard delivery cost. However, you will be responsible for arranging and paying for the return of the Products.
- Use our free return service. If you choose this option, you can replace the Products for free — subject to our return policy — and the shipping costs will be free. If you do not wish to replace it with other product(s) of the same or higher value, the shipping costs will be deducted from the refund. We describe these two options in more detail below.
- Your right to cancel under the right of withdrawal detailed in Law 3/2014
Except for certain types of Products — as set out above — you may cancel a Contract at any time before you receive your order and up to 14 days after its delivery — from the day following the receipt of your order (“trial period”) —. To cancel a Contract, you must clearly inform us:
- By email at email@example.com. Don’t forget to provide your name, address, and order reference.
- Complete and return the cancellation form found below and send it to the address specified in the form.
If you cancel an order — or part of one — during the trial period, you must return the Product(s) within 14 days from the day you notified us of the cancellation and comply with our Return Policy. If you cancel a Contract with us within the 14-day trial period, we will process the refund as soon as possible. In any case, within 14 days of the day we receive the Product(s). If earlier, the day we receive evidence that you have returned the Product(s) to our return address. We will refund the full price of the Product(s) — subject to any deduction we are entitled to make due to the use or damage of the Product(s), including the standard delivery cost. However, we will not refund the cost of returning the Products to us. You will be responsible for such costs. We will refund the money we have received using the same method you originally chose to pay for your purchase, unless another form of refund is agreed upon.
- Free returns collection for replacement.
We offer all our customers a free collection service for Products they wish to replace with others of equal or higher cost, except for certain types of items as set out in the Return Policy. You have 15 days from the delivery of your order to return the Product to us. We recommend that you schedule your free collection within 7 days of receiving your order to ensure it arrives on time. Please note that we can only collect returns within the national territory. To schedule a free collection, send us an email at firstname.lastname@example.org indicating your full name and your order reference and the item for which you will replace it, we will contact you to send a courier to pick up the items you want to return. This service is completely free for collections in Spanish territory; we only ask that you return the item in its original packaging and well protected. As soon as we receive the products, we will ship your replacement product(s).
If any Product you have ordered is damaged, defective upon delivery, or has presented a fault, you have one or more legal remedies available, depending on when we are informed of the problem in accordance with your legal rights. If you believe that a Product was delivered damaged or defective or has presented any fault, you must inform us as soon as possible, preferably in writing, providing your name, address, and order reference to email@example.com. Nothing in this section affects your legal rights.
Although we have taken the most reasonable measures to represent the Products as accurately as possible through the photographs and other images that appear on the Website, details — such as color, design, and texture, etc. — may vary according to your screen. As such, they may not exactly reflect the actual details of a Product when you
receive it. Any information contained on the Website about the measurements of the Products is included only as a guide. If you have any doubts about the size of an item, we recommend that you contact us before placing an order through our email firstname.lastname@example.org”