Refund policy

RETURN POLICY

In cases where the User purchases products on or through the owner's Website, they are entitled to a series of rights, as listed and described below:

Right of Withdrawal

The User, as a consumer and user, makes a purchase on the Website and, therefore, has the right to withdraw from said purchase within a period of 14 calendar days without the need for justification.

This withdrawal period will expire 14 calendar days from the day the User or a third party authorized by them, other than the carrier, acquired material possession of the goods purchased on the Casa de Lana Website, or in the case that the goods comprising their order are delivered separately, 14 calendar days from the day the User or a third party authorized by them, other than the carrier, acquired material possession of the last of those goods that made up the same purchase order.

To exercise this right of withdrawal, the User must notify Casa de Lana of their decision. They may do so, where appropriate, through the contact spaces provided on the Website or via:

Casa de Lana Costablanca SL
Avenida País Valenciá 1
CP 03580 Alfaz del Pi
Spain
casadelanacostablanca@gmail.com

The User may also exercise their right by using the automated return button available directly in their customer account panel.

The User, regardless of the means chosen to communicate their decision, must clearly and unequivocally express their intention to withdraw from the purchase contract totally or partially. In any case, the User may use the model withdrawal form that Casa de Lana makes available as an annex to these Conditions, although its use is not mandatory.

To meet the withdrawal deadline, it is sufficient for the communication unequivocally expressing the decision to withdraw to be sent before the corresponding deadline expires.

In the event of withdrawal, Casa de Lana will reimburse the User for all payments received for the purchase, including the initial standard delivery costs. The reimbursement will be made using the same payment method, without the User incurring any fees as a result of the reimbursement. However, Casa de Lana may withhold said reimbursement until it has received the products or items of the purchase, or until the User has presented proof of their return, whichever condition is met first.

The User can return or send the products to:

Casa de Lana Costablanca SL
Avenida País Valenciá 1
CP 03580 Alfaz del Pi
Spain
casadelanacostablanca@gmail.com

And must do so without undue delay and, in any case, no later than 14 calendar days from the date Casa de Lana was informed of the withdrawal decision. We recommend insuring the shipment, as Casa de Lana is not responsible for broken or lost shipments.

The User acknowledges that they must bear the direct cost of returning (transport, delivery) the goods, if any. Furthermore, they will be responsible for the decrease in value of the products resulting from handling other than what is necessary to establish the nature, characteristics, and functioning of the goods.

The User acknowledges knowing that there are exceptions to the right of withdrawal, as established in Article 103 of Royal Legislative Decree 1/2007, of November 16, which approves the revised text of the General Law for the Defense of Consumers and Users and other complementary laws. By way of example, and not exhaustively, this would be the case for: personalized products; products that may deteriorate or expire rapidly; music or video CDs/DVDs without their packaging, as sealed at the factory; products that for health or hygiene reasons are sealed and have been unsealed after delivery; and digital content (such as knitting patterns in PDF format) that is not supplied on a tangible medium when the download or execution has begun with the prior express consent of the consumer.

In this same sense, the provision of a service that the User might contract on this Website is governed, as this same Law establishes that the Right of withdrawal will not apply to Users when the provision of the service has been fully executed, or when it has begun, with the express consent of the consumer and user and with their acknowledgment that they are aware that, once the contract has been fully executed by Casa de Lana, they will have lost their right of withdrawal.

In any case, no refund will be made if the product has been used beyond the mere opening of it, for products that are not in the same condition in which they were delivered, or that have suffered any damage after delivery.

Likewise, products must be returned using or including all their original packaging, instructions, and other documents that may accompany them.

Return of Defective Products or Shipping Errors

These are all those cases in which the User considers that, at the time of delivery, the product does not conform to what is stipulated in the contract or purchase order, and therefore, must contact Casa de Lana immediately and inform them of the existing non-conformity (defect/error) by the same means or using the contact details provided in the previous section (Right of Withdrawal).

The User will then be informed about how to proceed with the return of the products, and these, once returned, will be examined and the User will be informed, within a reasonable time, whether a refund or, where appropriate, a replacement is applicable.

The refund or replacement of the product will be made as soon as possible and, in any case, within 14 days following the date on which we send you an email confirming that the refund or replacement of the non-conforming item is applicable.

The amount paid for those products that are returned due to a defect, when it actually exists, will be refunded in full, including delivery costs and any costs the User may have incurred to make the return. The refund will be made by the same payment method that the User used to pay for the purchase. Items are not considered defective or incorrect if there is a difference in the appreciation of the color viewed on device screens versus the received product.

In any case, the rights recognized in the legislation in force at any given time for the User, as a consumer and user, will always apply.

Warranties

The User, as a consumer and user, enjoys warranties on the products that can be purchased through this Website, in the terms legally established for each type of product, with Casa de Lana being responsible, therefore, for the lack of conformity of the same that manifests itself within a period of three years from the delivery of the product.

In this sense, it is understood that the products comply with the contract provided that: they match the description made by Casa de Lana and possess the qualities presented therein; they are suitable for the uses to which products of the same type are ordinarily destined; and they present the usual quality and performance of a product of the same type and that are fundamentally expected of it. When this is not the case regarding the products delivered to the User, the latter must proceed as indicated in the section Return of Defective Products or Shipping Errors. However, some of the products marketed on the Website may present non-homogeneous characteristics as long as these derive from the type of material with which they have been manufactured, and which will therefore form part of the individual appearance of the product, and will not be a defect.

On the other hand, it could be the case that the User acquires a product of a brand or manufactured by a third party on the Website. In this case, and considering the User that it is a defective product, they also have the possibility of contacting the brand or manufacturer responsible for the product to find out how to exercise their legal warranty right directly against them during the three years following the delivery of said products. To do this, the User must have kept all information regarding the warranty of the products.