Refund policy
RETURNS AND REFUNDS POLICY
1. Right of withdrawal
If you purchase as a consumer, you have 14 calendar days from receipt of the order to notify AURENS of your decision to withdraw from the purchase, without having to provide a reason.
To exercise this right, you may write to info@aurens.eu, stating your name, order number and an unequivocal statement that you wish to withdraw from the purchase.
If you wish, you may also use the model withdrawal form included at the end of this policy.
2. Deadline for returning the product
Once you have notified us of your withdrawal, you must return the product without undue delay and, in any event, within 14 calendar days from the date on which you inform us of your decision.
We will provide the instructions required to complete the return.
3. Condition of the product
The product must be returned with all items and components with which it was received.
The consumer may handle the product only to the extent necessary to establish its nature, characteristics and functioning, in a manner similar to what would be possible in a physical store.
If the product has suffered a reduction in value as a result of handling beyond what is necessary for that purpose, the consumer may be liable for that reduction in value in accordance with applicable law.
4. Return costs
Where a return is made solely because the right of withdrawal is being exercised, the direct cost of returning the product will be borne by the customer.
If the product received is incorrect, defective or there is a lack of conformity attributable to AURENS, AURENS will bear the reasonable costs necessary to manage the return, replacement or other appropriate remedy.
Do not send products carriage forward or with postage due unless this has been agreed with us in advance.
5. Refund
In the event of a valid withdrawal, AURENS will refund the amounts paid by the customer, including, where applicable, the cost of the original standard delivery.
If the customer expressly chose a delivery method that was more expensive than the least expensive standard delivery option offered by AURENS, we will not be required to refund the additional cost resulting from that choice.
As a general rule, the refund will be made using the same payment method used for the purchase, unless another method that does not result in costs for the customer is expressly agreed.
The refund will be made without undue delay and no later than 14 calendar days from the date on which we are informed of the withdrawal.
However, AURENS may withhold the refund until the returned products have been received or until the customer provides sufficient evidence that they have been returned, whichever occurs first.
6. Personalised products
The right of withdrawal will not apply where the product has been made to the consumer's specifications or has been clearly personalised, in the cases provided for by applicable law.
This exception will apply only where there is genuine personalisation or manufacture in accordance with a specific request from the customer.
The exclusion of the right of withdrawal for personalised products does not affect the consumer's rights where the product is defective, incorrect, damaged or otherwise lacks conformity.
7. Defective or incorrect products
If you receive a product that is defective, damaged, different from what you ordered or not as advertised, please contact us as soon as possible at info@aurens.eu, stating your order number and, where useful for handling the issue, providing photographs of the product or packaging.
The purpose of requesting photographs is to make it easier to verify and resolve the issue and does not limit the consumer's statutory rights.
AURENS will apply the remedies required under the rules on conformity of goods, including, where appropriate, repair, replacement, price reduction or termination of the contract.
8. Legal guarantee
New products sold by AURENS are subject to the statutory guarantee of conformity provided for by Spanish law.
As a general rule, AURENS will be liable for any lack of conformity that becomes apparent within three years from delivery of the product, without prejudice to the rights and conditions established by applicable legislation.
9. Product exchanges
If you wish to exchange a cap for another model or combination and there is no lack of conformity, contact us at info@aurens.eu.
Voluntary exchanges are subject to availability and may be handled by means of a return followed by a new purchase.
10. Contact
For any question relating to a return, refund or issue:
AURENS
Email: info@aurens.eu
Website: https://aurens.eu
The full identification details of the store owner are available in the Legal Notice and Contact Information on the website.
MODEL WITHDRAWAL FORM
(Complete and return this form only if you wish to withdraw from the contract.)
To AURENS:
I hereby give notice that I withdraw from my contract of sale relating to the following product:
Product:
Order number:
Order date:
Date received:
Consumer name:
Consumer address:
Email:
Date:
Consumer signature (only if this form is submitted on paper):