1. Right of withdrawal
In accordance with Spanish and European consumer protection legislation, the customer has a period of 14 calendar days from receipt of the order to exercise their right of withdrawal, without the need to provide any justification.
To exercise this right, you must notify us of your decision to withdraw from the contract via email at: project.ona.e@gmail.com.
The customer may use any clear statement expressing their decision to withdraw.
2. Conditions for returns
For a return to be accepted:
- The product must be in perfect condition, unused, and in its original packaging
- It must include all original accessories, manuals, and items
- Proof of purchase must be provided
We reserve the right to refuse returns that do not meet these conditions.
3. Products excluded from the right of withdrawal
In accordance with Article 103 of Royal Legislative Decree 1/2007, the right of withdrawal does not apply in the following cases:
- Personalized products or items made according to the customer's specifications
- Goods that may deteriorate or expire rapidly
- Sealed goods that are not suitable for return for health or hygiene reasons and have been unsealed after delivery
- Audio or video recordings, software, or digital content that has been unsealed
- Digital content supplied electronically, where performance has begun with the consumer’s prior consent and acknowledgment that they lose their right of withdrawal
In the case of downloadable digital products, by completing the purchase and accepting the terms, the customer expressly agrees to lose the right of withdrawal once the download has begun.
4. Refunds
Once we receive the returned product and verify its condition, we will notify you by email of the approval or rejection of the refund.
If applicable:
- We may withhold the refund until we have received the goods or until the customer provides proof of return
- The refund will be issued using the same payment method used for the purchase
- It will be processed within a maximum of 14 calendar days from the date we are informed of the decision to withdraw
5. Return shipping costs
Unless the return is due to an error on our part or a defective product:
- The customer will bear the direct cost of returning the goods
- Original shipping costs will not be refunded, unless required by law
6. Defective products or incorrect shipments
If the product received is defective or incorrect:
- The applicable legal warranty of conformity will apply (3 years for new products)
- The customer must notify us within a reasonable time from receipt
- We will cover the costs of collection and replacement
7. Exchanges
We only offer exchanges in cases of:
- Defective product
- Shipping error
To request an exchange, contact: project.ona.e@gmail.com
8. Late refunds
If you have not received your refund:
- Check your bank account
- Contact your bank or payment provider
If after these steps you still have not received it, contact us at project.ona.e@gmail.com
9. Contact
For any questions related to returns and refunds:
Contact us via email: project.ona.e@gmail.com
