Returns and Refunds Policy

Last updated: [June 25, 2026]

1. Purpose and Scope

This Returns and Refunds Policy governs the conditions applicable to cancellations, exchanges, returns, warranties, and refunds for products purchased in the online store [Store Name], operated by [Company Name or Legal Business Name].

This policy applies to physical and digital products sold through the store, without prejudice to the non-waivable rights that consumers and users are entitled to under applicable law.

2. Contact for Requests

Requests related to returns, exchanges, defective products, order errors, warranties, or refunds must be submitted through the customer service chat bubble available within the online store or via the support email address.

Any request related to returns, exchanges, defective products, order errors, warranties, or refunds must be handled through our official customer service channels. For this purpose, users have the following communication channels available:

• Support email: [Support email address]

• Direct support channel: Chat and messaging bubble available within the online store.

Our service hours for receiving and handling these requests are [Service days, e.g. Monday to Friday], from [Service hours, e.g. 9:00 a.m. to 5:00 p.m.]

Resolution time: Our team is committed to responding and handling product issues within a maximum of up to [Number of days, e.g. 5] business days, counted from the moment the user provides all the information and documentation necessary to evaluate the case.

3. Order Cancellation

As a general rule, cancellations are not accepted once payment has been confirmed and the order has been created, unless the order cannot be processed for reasons attributable to [Short Name of the Company or Store] or a consumer’s legal right applies.

If payment fails, remains pending, or is declined, the order is not created or is not confirmed.

4. Right of Withdrawal Where Legally Applicable

When the customer qualifies as a consumer and [Country or region, e.g. Spanish or European] consumer protection regulations apply, they may exercise the right of withdrawal within the legal period of [Number of days, e.g. 14] calendar days, except where legally provided exceptions apply.

In the case of physical products, the period will be counted from the receipt of the product by the customer or by the person authorized to receive it. For orders with multiple products delivered separately, the period will be counted from the receipt of the last product.

To exercise the right of withdrawal, the customer must clearly communicate their decision through the available customer service channels, indicating the order number and the information necessary to identify the purchase.

5. Product Conditions for Returns Due to Withdrawal

For a return due to withdrawal to be accepted, the product must be in the same condition in which it was delivered, without improper use, complete, with its accessories, tags, packaging, manuals, and other included items, where applicable.

[Short Name of the Company or Store] may refuse or adjust the refund amount when the product shows damage, wear, improper handling, missing components, or loss of value attributable to actions by the customer beyond what was necessary to check the nature, characteristics, and functioning of the product.

6. Return Costs

For returns due to withdrawal or change of mind, the direct return costs will be borne by the customer, provided that this arrangement is legally valid and has been clearly disclosed.

In cases of a defective product, incorrect product, incomplete product, or error attributable to [Short Name of the Company or Store], the reasonable costs of pickup, return, replacement, or reshipment will be borne by [Short Name of the Company or Store], at no cost to the customer.

If the issue arises from incorrect or incomplete information provided by the customer, the customer must bear the reasonable additional costs of redelivery, correction, or handling, unless a different solution is legally required.

7. Defective, Incorrect, or Incomplete Products

If the product arrives defective, incomplete, or different from what was purchased, the customer must contact customer service, describe the issue, and send photographs, videos, or other reasonable evidence that allows the case to be reviewed.

[Short Name of the Company or Store] will review the request and respond within a maximum of [Number of days, e.g. 5] business days from receipt of the necessary information.

Where applicable, the product will be exchanged for an identical one, at no cost to the customer, provided that stock is available. If no stock is available, the amount paid by the customer will be refunded.

8. Legal Warranty

Physical products carry the applicable legal warranty under the relevant regulations. [Short Name of the Company or Store] will handle warranty requests with the customer, without prejudice to any involvement that manufacturers, suppliers, or technical service providers may have.

The warranty will not cover damage resulting from improper use, unauthorized handling, normal wear and tear, impacts, negligence, incorrect installation, failure to follow instructions, or causes unrelated to the product, unless a different solution is legally required.

9. Digital Products and Subscriptions

Digital products, including manually activated subscriptions, may not be returned once activated, delivered, downloaded, or once their provision has begun, provided that the customer was informed in advance and the legally required acceptance or consent was obtained.

If the digital product cannot be activated for reasons attributable to [Short Name of the Company or Store], a correction of the issue, a new activation, or a refund of the amount paid will be offered, as applicable.

10. Refunds

When a refund is due, it will be made using the same payment method used by the customer, unless another permitted method is expressly agreed upon that does not generate additional costs for the customer.

Refunds will be processed within a maximum of [Number of days, e.g. 5] business days from approval of the return, receipt of the returned product, or confirmation that the refund is due, as applicable, and without prejudice to applicable legal deadlines.

The time it takes for the amount to actually appear in the customer’s account may depend on the bank, payment processor, or card issuer.

11. In-Store Pickup and Uncollected Orders

When the customer selects in-store pickup, the address and pickup conditions will be indicated on the invoice or order confirmation communication. As a general rule, the product will be available starting [Number of hours, e.g. 24] hours after order confirmation.

The order will be held for [Number of days, e.g. 30] calendar days from the date it becomes available for pickup. If the customer does not collect the product within that period, they must contact customer service to arrange a solution. [Short Name of the Company or Store] may charge reasonable fees for re-handling, storage, or delivery where legally permitted.

12. Home Delivery

When home delivery is selected, the estimated timeframe will be [Number of hours, e.g. 48] hours from order confirmation, except in cases of logistical issues, force majeure, or circumstances beyond the reasonable control of [Short Name of the Company or Store].

Home delivery will be available in [Country/Region, e.g. Spain] when that option is enabled during checkout. The customer must provide complete and accurate information for delivery.

13. Exclusions and Limitations

Returns will not be accepted for products that are used, damaged by the customer, incomplete, improperly handled, or not in the same condition as when delivered, unless there is a defect, lack of conformity, or applicable legal right.

Returns will not be accepted for digital products once activated, delivered, downloaded, or once their provision has begun, under the terms indicated in this policy.

These exclusions do not limit the non-waivable rights that consumers and users are entitled to under applicable law.

14. Policy Changes

[Short Name of the Company or Store] may modify this Returns and Refunds Policy when necessary for legal, business, or operational reasons. The version applicable to each order will be the one in effect at the time of confirmation, unless legally required otherwise.