Refund policy

RETURNS POLICY

We offer an after-sales service to resolve any issues that may arise during the shipment of our items or deliveries, keeping our customers informed at all times.

If, for any reason, you are not satisfied with your order, you have a period of 14 calendar days, starting from the date of delivery of the order, to process its return under the right of withdrawal.

The right of withdrawal shall not apply to products made by hand to order, products modified in accordance with the specifications requested by the buyer, or clearly personalized products, except in the event of a manufacturing defect or error. The delivery time for made-to-order or personalized products may be longer than usual depending on the workload at that time.

You may terminate the purchase contract entered into in our online store by sending an email within the period indicated above.

You must return the item or items at your own expense. Shipments sent carriage forward will not be accepted.

If you wish to make a return, you must download this Withdrawal document, complete it, and send it to our offices located at C/ Santa Lucía 4b nave4, Oyon, Álava. CP:01320, by email to [email protected].

The Customer is recognized as having the right to withdraw from the order within 14 calendar days from receipt of the last item included in the order. After this period, order cancellations will not be accepted, nor will cancellations of orders for the supply of goods made according to the Customer's specifications or clearly personalized, or which, by their nature, cannot be returned or may deteriorate or expire rapidly, etc., and which have been unsealed and/or used by the Customer. The Customer must notify THE ENTITY of their withdrawal using the Withdrawal Form (Link to the Document) by email, post, or fax within that 14-day period. The cost of return shipments shall be borne by the Customer. The products must be in the same condition in which the Customer received them, with the original packaging, and must not have been used.

The refund will be made using the same payment method used or, if you wish, as store credit, within a maximum period of 14 days from the date on which you notify us of your withdrawal; however, it may be withheld until we have received the returned items or until you provide proof of shipment.