Returns and Exchanges
Returns and Exchanges Policy
1. Right of Withdrawal
In compliance with European Directive 2011/83/EU and Spanish law (Real Decreto Legislativo 1/2007), European Union consumers have the right to withdraw from the contract within 14 days of receiving the product, without providing a reason.
Exceptions:
The right of withdrawal does not apply to:
- Products that have been customized or made to order.
- Products that have been altered, including sanding, painting, drilling, or any other modification.
- Products that show damage due to improper handling or storage.
To exercise the right of withdrawal, customers must:
Refunds for Withdrawal:
- Refunds include the product price and standard delivery cost (if applicable).
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Customers are responsible for the cost of returning the item. Additional costs for non-standard delivery methods will not be reimbursed.
2. Returns Procedure
- Products must be returned in their original condition, with all packaging and accessories intact.
- Customers are responsible for arranging and paying for return shipping unless the product is defective or delivered incorrectly.
- The product must be shipped within 14 days of notifying us of the intent to return.
Upon receipt, the product will be inspected to ensure compliance with the conditions outlined above. If the product does not meet the conditions, the return may be refused.
3. Warranty
All products are covered by a 2-year legal warranty under European law for manufacturing defects or lack of conformity.
Important:
Warranty claims will not be accepted for:
- Products altered, customized, or improperly handled after delivery.
- Defects caused by improper storage or use.
For defects reported within the first 6 months, the burden of proof lies with us to demonstrate that the item was not defective at the time of delivery. After 6 months, the customer must provide evidence that the defect existed upon delivery.
In the event of a valid warranty claim, we will offer one of the following remedies at no cost:
- Repair of the product.
- Replacement with a new item.
- Refund of the purchase price.
4. Refunds
Approved returns will be refunded within 14 days of receiving the item. Refunds will be processed using the original payment method.
If the return is due to withdrawal:
- Refunds will include the product price and standard delivery costs.
- Return shipping costs will be borne by the customer.
5. Dispute Resolution
If a dispute arises, we encourage customers to contact us directly via [info@lagourdaneta.com]. For customers in the European Union, disputes may also be resolved through the EU Online Dispute Resolution (ODR) platform.
This policy is governed by Spanish law, and any disputes will be resolved in Spanish courts unless otherwise required by EU consumer protection laws.
6. Improper Handling Clause
Due to the natural properties of raw wood, customers must handle and store products properly to maintain their quality.
Returns or exchanges will not be accepted for:
- Damage caused by improper handling, misuse, or environmental factors (e.g., exposure to humidity or heat).
- Alterations made after purchase, such as sanding, drilling, or painting.
For best results, we recommend consulting a professional luthier for handling and preparation advice.
