Returns and Exchanges Policy - TiendadeBastones.com
At TiendadeBastones.com we are committed to your satisfaction. If the product is not what you expected or you wish to exchange it, you can request an exchange or refund within the established deadlines. Our service is clear, secure and uncomplicated.
All returns are handled in accordance with the policy of the company that owns this shop, 2000 TiendaShop, S. L.
1. Before making any returns
- We will not accept returns sent carriage forward or by cash on delivery.
- It is essential to contact us beforehand by calling +34 93 540 91 99 or writing to info@tiendadebastones.com, indicating whether you want an exchange or a refund.
- Do not send any package without first receiving our instructions by email.
2. Return for withdrawal (14 days)
In accordance with current regulations, you have fourteen (14) calendar days from receipt of the order to exercise your right of withdrawal, without having to justify the reason.
This right does not apply to personalised or custom-made products.
- About deliveries within Spain
- Returns are free of charge.
- You do not have to send the package: you will receive the necessary documentation by post and our carrier will collect it free of charge.
- About shipments from other countries
- The customer must manage the shipment and assume the corresponding costs.
- The buyer is responsible for the condition of the item until it arrives at our facilities.
Conditions of the article
The product must be returned:
- In its original packaging.
- With all its accessories or elements included.
- Without having been used.
- Undamaged.
- About verification and reimbursement
Once the item has been received, its condition will be verified within a maximum of fourteen (14) working days.
Only the amount of the product will be refunded; the original shipping costs, if any, are not refundable.
The refund will be made within a maximum of fourteen (14) working days of verification, using the same payment method of purchase.
3. Product exchange
If you wish to exchange a product for a different one:
- You must place a new order through our website.
- The item to be exchanged will be picked up free of charge by our carrier, subject to prior authorisation by e-mail.
- The product must be in perfect condition, unused and in its original packaging.
Upon receipt and verification of the returned item, it will be refunded following the same terms and conditions indicated in the previous section.
4. Defective products or incorrect deliveries
If the item has a manufacturing defect or is different from the one ordered, you can return it free of charge.
2000 TiendaShop, S. L. will assume all collection and shipping costs, provided that the incident is communicated within a maximum of ten (10) days from receipt, without prejudice to the legal warranty rights that may correspond to you as a consumer.
Conditions:
- The defect must be a manufacturing defect or the shipment must contain an error.
- The product must not be damaged by use or handling.
Once the article has been checked, you will be able to choose between:
- Replacement with the same or an equivalent product, or
- A full refund of the amount paid.
5. Special cases
- We do not accept returns of personalised items or items with special measurements that are smaller than standard (except in the case of a manufacturing defect).
- Partial returns of batches or sets are not accepted: they must be returned complete.
6. Packages damaged on delivery
If the package shows visible damage:
- Do not accept it and inform us immediately by telephone or e-mail.
If you have already accepted the package:
- Send a photograph of the damaged packaging to info@tiendadebastones.com
within 48 hours,
- Without opening or manipulating it, in order to process the claim with the transport agency.
7. If the item arrives broken or damaged
If when you open the package the article is broken or damaged:
- Send a photograph of the product to info@tiendadebastones.com within 48 hours of receipt.
Once this period has elapsed, it will not be possible to manage a replacement due to damage during transport, unless the applicable consumer regulations require otherwise.