11.- Withdrawal and Returns
11.1. Returns for manufacturing defects on the Product
In cases where you consider that, at the time of delivery, the product does not conform to the contract, you should contact us immediately through our customer service contact channel: firstname.lastname@example.org the details of the order and product, as well as the damage suffered, and the details that correspond to the Customer, or by calling us on the following number (+34) 917 52 33 07 where we will tell you how to proceed.
Within the warranty period of 14 days, the User may return to Fernando de Cárcer, free of charge (except for shipping costs), any product that has a manufacturing defect. The return can be made both in the physical store (c/Villalar 3, Madrid, 28001, Madrid), as well as by initiating a procedure by telematic means (through our returns portal): https://fernandodecarcer.shipping-portal.com/rp/
To access the returns portal, the customer must log-in with the same email address used for the purchase. Once the log-in is done, a confirmation email will be sent to your email address with the necessary link to start the return process.
The product can be returned by following the instructions below, which will also be provided by phone call or email:
First the return will be confirmed by the Company using the means established above (in-store delivery or through the returns portal).
The customer will be able to contract from the returns portal a service to pick up the package at home. If the return is due to the receipt of an incorrect product and/or if it has a defect, this collection service will be free of charge for the customer.Alternatively, this delivery can be made in person at the address provided (C/Villalar 3 - Local, 28001, Madrid).
Once we receive the garments to be returned, we will proceed to carefully examine the returned product and we will inform you by e-mail, within a reasonable period of time, if the refund or replacement (if applicable) is appropriate. For returns in store, we will examine at the time and communicate the verdict about the state of the product at the time, replacing the product with one in good condition or another garment, issuing a voucher for the value of the same or issuing a refund of the item.
In the event that the Product is returned by post or courier, the refund or replacement of the Product will be made as soon as possible and, in any case, within 14 days from the date on which we send you an e-mail confirming that the refund or replacement of the non-conforming product is appropriate.
The refund will be made in the same payment method used to pay for the purchase.
The amounts paid for those products that are returned because of a defect or defect, when it actually exists, will be refunded in full, excluding delivery costs incurred to deliver the product to you.
Each product to be returned must be unused and with all its labels, packaging and, where appropriate, documentation and original accessories that came with it. If the Product is not returned in its original packaging, Fernando de Cárcer reserves the right to refuse the return process and/or refund.
In any case, the rights recognized by the legislation in force remain unaffected.
11.2. Return Policy: Possibility of exercising the right of withdrawal of the Products and Policy Changes
In the event that the User is not satisfied with the Product received in your order, in accordance with the General Law for the defense of Consumers and Users, shall have a period of 14 calendar days to return itwithout penalty (excluding the costs arising from the return by courier contracted through the Returns Portal) and without stating the reasons, for another product or a voucher for the value of the returned product.
The User, when returning the Product, must bear the direct cost of returning his order and must keep the original packaging of the product.
To formalize the return, the User must access the returns portal (https://fernandodecarcer.shipping-portal.com/rp/) and indicate the reason for the return (size change, withdrawal, incorrect product, product in poor condition, or other).
Once this communication has been received, if it has not been made physically, Fernando de Cárcer's customer service team will contact the User to establish how to proceed and make the return.
Each Product to be returned must be in perfect condition, unused and with all its labels, packaging and, where appropriate, documentation and original accessories that came with it. If the Product is not returned in its original packaging, Fernando de Cárcer reserves the right to refuse the return process and/or refund.
The Product will be shipped using the Customer's preferred method (postal mail or courier service). Although the customer may hire through the returns portal (https://fernandodecarcer.shipping-portal.com/rp/) a collection with our usual shipping provider.
4. Once the Product has been received and the delivery conditions of the Product have been checked, Fernando de Cárcer will proceed to confirm the return by e-mail and to pay the amounts paid as soon as possible and within 14 calendar days of receipt of the Product in the warehouses of the Company.
If the Product has been received in person, including the withdrawal form, it will be examined on the spot and the refund will be processed within 7 working days.
If a refund has been authorized, it will be made by the same payment method used to purchase the product, regardless of the method of return. In case the payment of the order was made by gift card, the amount will be refunded to the gift card. If the payment was made partly by gift card and partly by bank card, the amounts drawn from the gift card will be refunded first.
5. In the event that the User decides to to exchange the Product he/she has purchased for another oneFor this purpose, the customer may also hire a courier service of his choice or use Fernando de Cárcer's usual shipping provider.
If not done in person, once the email is received, Fernando de Cárcer will proceed to verify whether the Product for which the User wants to make the change is available. It is recommended to check in the online store if, at the time of requesting the change, there is available stock of the garment for which you want to make the change.
As soon as such availability is verified, the User will be contacted to indicate the availability of the Product that the User has requested, as well as the delivery time of the new Product. The delivery time of the new Product will depend on the actual availability of the Product in the warehouse.
In the event that the Company confirms to the User the availability of the Product for which the exchange will be made, the User must send to the address of Fernando de Cárcer (Calle Villalar 3 - Local), by its preferred means (postal mail or courier service), the initial Product so that it can be verified that it is in perfect condition.
Each Product to be exchanged must be in perfect condition, unused and with all its labels, packaging and, where appropriate, documentation and original accessories that came with it. If the Product is not returned in its original packaging, Fernando de Cárcer reserves the right to refuse the return process and/or refund. No exchanges or returns of underwear, such as underpants, will be accepted.
The User will be able to exchange the Product free of charge, with the exception of shipping costs, provided that the product has the same value.
In case there is a variation in the price of the new Product, the full price of the new product will be charged through the payment method indicated by the Customer and the price initially paid will be refunded within a maximum period of 14 working days from the date of the order. maximum period of 14 working days from the receipt of the product in the warehouse.