Refund and Returns Policy

Refund & Return Policy

1. Right of Withdrawal (Online Purchases)
As a consumer making a purchase online (a “distance contract”) you have a legal right to withdraw from the contract within 14 calendar days from the date you or a third party you designate (other than the carrier) acquires physical possession of the goods. administracion.gob.es+2livinginspain.info+2
To exercise this right, you must inform us (via a clear statement) of your decision to withdraw from the contract before the period has expired.

2. Return of Goods
After notifying us of your decision to withdraw, you must return the goods to us within 14 calendar days from the date of your withdrawal notification, unless we have agreed to collect the goods ourselves. asociacion-eurojuris.es+1
The goods should be returned in the same condition as delivered: undamaged, unused (except for what is necessary to establish the nature, characteristics and functioning of the goods), and with all original packaging, accessories, manuals and documentation.

3. Costs of Return
Unless we have expressly agreed otherwise, you will bear the direct cost of returning the goods. We will refund the original standard delivery costs paid at the time of purchase, unless you selected a more expensive delivery method than the least expensive standard option offered. administracion.gob.es+1
If we did not inform you or incorrectly informed you that you must bear the cost of return, you will not be liable for those costs. livinginspain.info+1

4. Refunds
We will reimburse all payments received from you, including the standard delivery costs (except any extra costs resulting from your choosing a different delivery method), without undue delay and in any event no later than 14 calendar days from the date on which we are informed of your decision to withdraw. portal-cec.consumo.gob.es+1
We may withhold reimbursement until we have received the goods back or you have supplied evidence of their return, whichever is earlier.
Refunds will be made using the same payment method you used for the initial transaction unless you agree otherwise. You will not incur any fees as a result of the refund.

5. Exceptions to the Right of Withdrawal
The right of withdrawal does not apply to all goods. Exclusions include, but may not be limited to:

• Goods that are made to your specifications or clearly personalised. portal-cec.consumo.gob.es+1

• Sealed audio, video or computer software which have been unsealed by you after delivery. portal-cec.consumo.gob.es

• Perishable goods or goods which are liable to deteriorate or expire rapidly. portal-cec.consumo.gob.es
  For these excluded goods, refunds or returns will only be possible subject to our specific policy or if the goods are defective.

6. Goods that are Defective or Non-conforming
Separately from your right of withdrawal, you have statutory rights if goods are defective or not as described (lack of conformity). Under Spanish law these rights include repair, replacement, price reduction or refund free of cost to the consumer. portal-cec.consumo.gob.es+1
If conformity issues arise during the first twelve months from delivery, they are presumed to have existed at the time of delivery unless proven otherwise. From 1 January 2022, in Spain the legal guarantee period for consumer goods is extended to three years. portal-cec.consumo.gob.es+1
In such cases, you should contact our customer support immediately, provide proof of purchase and description of the defect.

7. How to Initiate a Return or Refund
To initiate a withdrawal or report a defective or non-conforming good, please contact us at:

• Email: [your returns email]

• Phone: [your returns phone number]
  Please include your order number, date of purchase, item(s) concerned, and reason for return (if known).
  We will provide you with instructions and address for returning the goods.
  Ensure you return the goods in appropriate packaging to protect them during transit.

8. Important Information & Additional Notes

• The 14-day withdrawal period begins from the day you (or someone you designate) receive(s) the goods. administracion.gob.es+1

• If we fail to inform you of your right of withdrawal, the period is extended to 12 months. livinginspain.info+1

• You are responsible for handling the goods with reasonable care until they are returned. You may be liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning. unisa-europa.com+1

• Where the goods are defective or non-conforming, you do not need to bear costs for repair, replacement or associated shipping if you act within your rights.

• This policy does not affect your statutory rights as a consumer under Spanish and EU law which cannot be excluded or reduced by contract.

9. Contact and Dispute Resolution
If you have any complaint or question regarding this returns & refund policy or any purchase from us, please contact our customer service at [contact details].
For EU consumers, you may also use the EU Online Dispute Resolution (ODR) platform provided by the European Commission: https://ec.europa.eu/consumers/odr unisa-europa.com

Revision Date: [9-Nov-2025]
Balsonic (Spain) – Legal & Consumer Returns Policy