The return period in our online store is 14 days from receipt of the order.
To return any item from our online store, you must first contact us .es or via our contact phone number.
Below we explain how to proceed in each case:
1. Product damaged during shipping
Upon receiving the product, please inspect it carefully. If you find that it has been damaged during shipping, you must contact us immediately through our contact channels, and we will advise you on the next steps.
2. Incorrect product
If we have made a mistake in shipping your product, you have 14 calendar days from the date of receipt to return it to us. Please contact our customer service department to resolve the issue. In this case, all shipping costs will be covered by us.
3. Defective product
For returns due to a defective product, you must first provide photographic evidence of the defect. This will show that the item is indeed damaged or deteriorated. Once you have this information, simply return the damaged product to us, and we will issue a refund or replace it with a new one, subject to availability.
After we have received the merchandise in our warehouse and checked its condition, you will receive a refund of the amount of your order, minus the shipping costs incurred.
Please remember to keep the original packaging, as the product will be subject to depreciation if it is not returned in its original packaging. We recommend that, if you are returning an opened product, you repackage it very carefully with all the protective materials we provided. Please note that the product may be damaged during shipping, and if we receive it severely damaged, we will have to apply an additional charge to cover the depreciation.
5. Custom-made products
Products made to measure or manufactured to order according to customer specifications are not eligible for exchange or return. However, we will take responsibility for any damage that may occur during shipping or any manufacturing defects.
If the product does not meet your expectations, we will always try to find a solution that guarantees customer satisfaction.
Likewise, we have a continuous after-sales service that you can contact through any of our customer service channels.
6. What are the return shipping costs?
In the event of a shipping error, we will always assume all return shipping costs.
If you wish to return a product because it does not meet your expectations, please contact us. Shipping and return costs will be deducted from the total refund amount.
For international shipments, the buyer will be responsible for the return shipping costs.
7. Error in indicating the delivery address
It is the customer's responsibility to provide a valid delivery address. If the address provided is incorrect, the customer will be responsible for all associated return shipping costs, which will be deducted from the order refund.
If the customer has benefited from free or reduced-cost shipping, the shipping costs will also be passed on (corresponding to the general shipping costs, without discounts, at the time of purchase).
In any case, the customer can always choose to make a new payment for the shipment in order to proceed with a new delivery.