Refund policy
9. RIGHT OF WITHDRAWAL AND RETURNS
Where the User/Customer legally qualifies as a consumer and Spanish or European Union consumer protection legislation applies, the User/Customer shall have a period of fourteen (14) calendar days from receipt of the product to notify LLUNETA PUZZLES of their decision to withdraw from the purchase, without having to provide a reason.
The notification may be sent by email to:
The User/Customer must clearly communicate their decision to withdraw and provide sufficient information to identify the relevant order.
Once the withdrawal has been communicated, the User/Customer must return the products without undue delay and, in any event, within the period established by applicable law from the date on which the decision to withdraw was communicated.
9.1. EXCEPTIONS TO THE RIGHT OF WITHDRAWAL
The right of withdrawal shall not apply in the circumstances provided for by law, including, where applicable:
- Products made to the consumer's specifications or clearly personalised.
- Sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery.
- Goods which, after delivery and due to their nature, have become inseparably mixed with other goods.
The application of these exceptions will depend on the specific nature of the product and the provisions of applicable legislation.
9.2. RETURN OF PRODUCTS
The User/Customer must return the complete product and ensure that it is adequately protected to prevent damage during transport.
Where reasonably possible, the product should be returned with its original box, packaging, inner bags, accessories and all other original components.
In the case of jigsaw puzzles, the User/Customer must retain and return all pieces and other elements forming part of the product.
The right of withdrawal only allows the consumer to handle the product to the extent necessary to establish its nature, characteristics and functioning.
If the product has been opened, handled or used beyond what is necessary for such inspection and, as a result, has suffered a loss in value, the User/Customer shall be responsible for that depreciation, which may be taken into account when determining the amount to be refunded, in accordance with applicable law.
In particular, account may be taken of damage or loss in value caused by deterioration of the box or packaging forming part of the product, missing or damaged pieces or components, use of the product or any other handling beyond what is necessary to establish its nature, characteristics and functioning.
Where the withdrawal is solely the decision of the User/Customer and is not due to an error, defect or lack of conformity attributable to LLUNETA PUZZLES, the direct cost of returning the products shall be borne by the User/Customer, where permitted by applicable law.
If the return is due to the product received being incorrect, damaged, non-conforming or to another cause attributable to LLUNETA PUZZLES, the rights available under applicable legislation shall apply.
10. REFUNDS
Where the User/Customer validly exercises their right of withdrawal, LLUNETA PUZZLES will refund the amounts legally due, including, where required by law, the standard delivery costs.
If the User/Customer expressly selected a delivery method that was more expensive than the least expensive standard delivery method offered by LLUNETA PUZZLES, LLUNETA PUZZLES shall not be required to refund the additional cost associated with that delivery method.
The refund will be made using the same payment method used for the original purchase, unless the User/Customer expressly agrees to another method and provided that this does not result in any additional costs for the User/Customer.
Where permitted by law, LLUNETA PUZZLES may withhold the refund until the returned products have been received or until the User/Customer provides sufficient evidence that the products have been returned.
The time required for the refunded amount to appear in the User/Customer's account may depend on the bank or payment service provider used.
Orders returned to sender due to refusal of the package, failure to collect the shipment, an incorrect or incomplete address, refusal to pay customs duties, taxes, fees or import charges, failure to complete the necessary import procedures or any other reason attributable to the User/Customer shall not be considered an exercise of the right of withdrawal merely because the package has been returned.
In such cases, the provisions of Section 7.2. Failed Deliveries and Returns to Sender shall apply.
11. LEGAL GUARANTEE AND LACK OF CONFORMITY
Products sold to consumers shall be covered by the statutory guarantee and conformity requirements established by applicable legislation.
Where a product is not in conformity, the consumer may exercise the rights available to them under applicable law.
To report any problem relating to a product, the User/Customer may contact:
The statutory guarantee does not cover damage resulting from improper use of the product, accidents, improper storage or any other circumstance that is not attributable to a lack of conformity under applicable law.
12. APPLICABLE LAW, COMPLAINTS AND DISPUTE RESOLUTION
These Terms and Conditions of Sale shall be governed by Spanish law, without prejudice to any mandatory consumer protection provisions applicable to the consumer based on their place of residence.
For any issue or complaint relating to an order, the User/Customer may contact LLUNETA PUZZLES at:
Email: hola@lluneta.com
Address: Av. Salamanca, 31, 03005 Alicante (Alicante), Spain.
The parties shall attempt to resolve in good faith any dispute relating to a purchase.
Where the User/Customer qualifies as a consumer, any dispute shall be submitted to the courts and tribunals having jurisdiction under applicable law, and these Terms and Conditions shall not restrict any jurisdictional rights granted to the consumer by law.
Where applicable, consumers may also refer disputes to alternative consumer dispute resolution entities recognised by the competent authorities.