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Withdrawal policy

On June 13, 2014, Law 3 / 2014m of March 27 came into force, which modifies the revised text of the General Law for the defense of Consumers and Users.

Among other aspects, the rights and obligations that affect both customers and online stores operating in Spain are regulated.

The most frequent questions that arise when withdrawing a purchase made online are the following:

How many days do I have to cancel an order made?
14 calendar days from the receipt of the good or from the beginning of the service provision. Without stating the reason.

What amount am I entitled to be reimbursed?
The entrepreneur will reimburse all payment received from the consumer, including, where applicable, delivery costs.

Who should be responsible for returning the goods?
Unless the entrepreneur himself offers to collect the goods, the consumer must return or deliver them to the entrepreneur or to a person authorized by the entrepreneur to receive them, without delay and within 14 calendar days from the date on which he communicates his decision to withdrawal of the purchase sale / contract.

How long is there for the employer to reimburse the amount of the purchase whose withdrawal I have requested?
He must reimburse the amount within a period that must not exceed 14 calendar days from the date on which he has been informed of the decision to withdraw by the consumer.

Except in cases where the entrepreneur has offered to collect the goods himself, in the sales contracts, the entrepreneur may retain the refund of the amount until he has received the goods, or until the consumer has presented proof of the return. of the goods.

Do I have to pay the transport costs caused by the return of the goods when exercising my right of withdrawal?
Yes, unless the store has agreed to assume them or has not informed you that it is your responsibility to bear those costs.

If the online store does not indicate how many days are the minimum to exercise my right to reject my order, how many days do I have?
If it is not informed or if it is incorrectly informed, the period will be twelve months from the expiration date of the initial withdrawal period.

If during that period the employer complies with the duty of information and documentation, the period for the exercise of withdrawal will begin to count from that moment.

How can I exercise my right to reject the order?
Before the expiration of the withdrawal period set by the Law, the consumer may notify the employer of his decision to withdraw from the contract. For which the consumer may use the withdrawal form that appears in Annex B of Law3 / 14, or the online store itself can offer to fill in the withdrawal form, designed by it and send it electronically.

In which cases do I lose my right to cancel?
When the purchased goods meet any of the following specifications:

  • Goods made according to the consumer’s specifications or clearly personalized.
  • Goods that can deteriorate or expire quickly.
  • Sealed goods that are not suitable to be returned for reasons of health protection or hygiene and that have been unsealed after delivery.
  • The supply of goods that after their delivery and taking into account their nature have been indissociably mixed with other goods.


Should I receive an acknowledgment of receipt of said withdrawal?
Yes, as long as the complete process that the online store has enabled for it has been used.

If, having made the original purchase, I select a more expensive delivery method than normal, should I be paid that amount in case of withdrawal and have the right to pay the transport costs?
The store is not obliged to reimburse any additional costs that differ from the less expensive mode of delivery.


Right of withdrawal:

You have the right to withdraw from this sale purchase contract within a period of 14 calendar days without the need for justification.

This period will be counted from the date you receive the product at your home address.

To exercise the right of withdrawal, you must notify us of this circumstance through an unequivocal statement, that is, a letter sent by post, fax or email. To do this, you can use the withdrawal form below.

In case of withdrawal, we will collect the product at no cost to you.

In case of withdrawal on your part, we will refund all payments received from you, including shipping costs (if they were paid by you).

Note: In the event that the shipping method that you originally chose was more expensive than the ordinary delivery method offered by us, you will bear the additional cost.

The term for the return of the amounts will be 14 calendar days from the moment we receive the product.

The refund will be made using the same means of payment used by you for the initial transaction.

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