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Returns & Exchanges


At Selvatica Artesanía we want our customers to be happy, therefore, our greatest interest is to make your purchases an unforgettable experience.

You have a period of 14 calendar days from the date of receipt of the order to exercise the right of withdrawal, return or exchange, products made in accordance with the CUSTOMER's specifications or clearly personalized and/or sealed goods that are not suitable to be returned for reasons of health protection or hygiene and that have been unsealed after delivery. The right of withdrawal, return or exchange will not apply to said products.

If a product arrives faulty or damaged, you must make a claim for the products within 24 hours of receiving the order. The exchange will be made for the same product, and the product in poor condition must always be sent to our warehouses at no cost to the customer.

If a product is defective and it is returned for our subsequent verification, but finally the product is not defective according to subsequent analysis, the costs of returning the product to our warehouses and its subsequent return to the customer's home must be assumed by the same.

In this sense, to exercise the right of withdrawal, return or exchange of the purchased product, the following conditions must be met:

  • The product must be in perfect condition and with its original packaging . Likewise, it must not have been opened, unsealed or used.

  • It must be returned in the same condition in which it was received with its original packaging and labels intact.

  • The return can be made by sending it by regular certified mail to the address that will be shown in the exchange process, or that we attach to you in the original shipment. The customer must assume the shipping costs of the product.

  • If you exercise your right of withdrawal, you must also send us the withdrawal document duly completed and signed.

  • In case of return, if the total amount of the products purchased and not returned does not exceed €200, the recipient must be responsible for the shipping costs.

WITHDRAWAL

The CUSTOMER, in relation to those orders containing products made in accordance with the CLIENT's specifications or clearly personalized and/or sealed goods that are not suitable to be returned for reasons of health protection or hygiene and that have been unsealed after delivery You have the right to withdraw from this contract within a period of 14 calendar days without the need for justification.

The withdrawal period will expire 14 calendar days from the day on which the CUSTOMER or a third party indicated by him, other than the carrier, acquired material possession of the product.

To exercise the right of withdrawal, the CUSTOMER must notify us of his decision to withdraw from the contract through an unequivocal statement (for example, a letter sent by postal mail, by telephone or email), or by sending it to Selvatica. Artesanía, domiciled at Calle Casado del Alisal, 10, 28014, Madrid, Spain, to the email address info@selvaticaartesania.com

To comply with the withdrawal period, it is sufficient for the communication regarding your exercise of this right to be sent before the corresponding period expires.

CONSEQUENCES OF WITHDRAWAL

In case of withdrawal by the CUSTOMER, we will refund all payments received for the purchase, including delivery costs (with the exception of return shipping costs resulting from the CUSTOMER's choice of a different delivery method. to the least expensive form of ordinary delivery that we offer) without any undue delay and, in any case, no later than 14 calendar days from the date on which we are informed of your decision to withdraw from this contract. We will proceed to make said refund using the same payment method used by the CLIENT for the initial transaction, unless the CLIENT has expressly provided otherwise; In any case, you will not incur any expenses as a result of the refund.

Notwithstanding the above, we may withhold the refund until we have received the Products, or until the CUSTOMER has presented proof of their return, depending on which condition is met first.

The CUSTOMER must return or deliver the goods directly to us at Selvático Artesanía, Calle Casado del Alisal 10, 3A, 28014, Madrid, Spain, without any undue delay and, in any case, no later than within a period of 14 calendar days from the date on which you inform us of your decision to withdraw from the contract. The deadline will be considered met if you return the goods before said deadline has expired.

The CUSTOMER must assume the direct cost of returning the Product, meaning the costs of returning the product to our warehouses.

The CUSTOMER will only be responsible for the decrease in value of the goods resulting from handling other than that necessary to establish the nature, characteristics and functioning of the Products purchased.

RETURN

If the purchased product has any manufacturing or quality defect, or in case of loss of products by the courier , the CUSTOMER may request its return and/or replacement, within 14 calendar days after the acquisition of material possession. of the product. In this case we will take care of collecting the defective or missing product and we will send another identical product at no additional cost to the CUSTOMER. If the CUSTOMER wants the money back, they must claim the defective or missing product within 24 hours of receiving their order. If it is claimed later and you do not want the product replaced, the entire amount paid for the defective product will be credited in a discount code to use in your next orders.

CHANGES

To request a product change, provided that these are not orders that include fresh and/or perishable products that due to their own characteristics may deteriorate or expire quickly, products made in accordance with the CLIENT's specifications or clearly personalized and/or sealed goods that are not suitable for return for health protection or hygiene reasons and that have been unsealed after delivery. The CUSTOMER must contact customer service WITHIN 14 calendar days after acquiring material possession of the product. Shipping and collection costs in case of change will be borne by the CUSTOMER. Under no circumstances will freight collect shipments be accepted.

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