Refund policy

10.- RETURNS AND EXCHANGES POLICY

A. Right of withdrawal

In accordance with current regulations, if you are contracting as a consumer, you may withdraw from the Contract, without having to indicate the reason, within a period of 14 calendar days from the date of delivery of the Product on which you acquired material possession of it. It will not be possible to return items purchased to order outside of the store's current web catalog since in many cases, these items will be manufactured exclusively for that specific order and their return will not be possible.

The steps to follow are the following:

(1) Notification of withdrawal

To exercise the right of withdrawal, you must notify us of your decision to withdraw from the Contract through an unequivocal statement (for example, a letter sent by post, fax or email). To do this, you can use the model withdrawal form that appears on our website, although its use is not mandatory.

You also have the option of completing and electronically sending the model withdrawal form or any other unequivocal statement to the email address indicated below. If you use this option, we will inform you without delay by email of receipt of said withdrawal.

In any case, in your withdrawal notification you must identify the Order and Contract with respect to which you exercise the right of withdrawal.

To comply with the withdrawal period, it is enough for the communication regarding your exercise of this right to be sent before the corresponding period expires.

(2) Product Return

After notifying us of your decision to withdraw, you must return the Product to which said withdrawal refers to the postal address indicated above, without any undue delay and, in any case, no later than within a period of 14 calendar days from the date on which that you inform us of your decision to withdraw from the Contract. The deadline will be considered met if you return the Products before said deadline has expired.

The return or exchange of the product must be made through our courier service, the cost of which will be paid by the customer (€9 per box in Spain, €15/box for EU countries, €25/box for non-EU countries), in no case for Bone & White even manages the return process.

For HEAVY GOODS orders, the return cost will be €20/box or €49/pallet, depending on Spain and the Balearic Islands. The return cost for Europe HEAVY GOODS is €29/box or €69/pallet.

For the return or exchange of the product to be accepted, the Products being returned cannot be used and must be returned in the same conditions in which they were delivered, preserving their original packaging and labeling. The return must be made using the same box or packaging used in the delivery that guarantees the return of the Products in perfect condition.

No refund will be made if the Products have been used beyond their mere opening or if they have suffered any damage or malfunction, so you must be careful with the Products while they are in your possession.

Consequences of withdrawal:

In case of withdrawal on your part, we will refund all payments received, including delivery costs (with the exception of additional costs resulting from your choice of a delivery method other than the least expensive ordinary delivery method that offer and with the exception of the return transportation costs detailed above), without any undue delay and, in any case, no later than 14 calendar days from the date on which we are informed of your decision to withdraw from the Contract. We will proceed to make said refund using the same payment method used by you for the initial transaction, unless you have expressly provided otherwise; In any case, you will not incur any expenses as a result of the refund.

However, as indicated in the previous paragraph, we may withhold the refund until we have received the Product, or until you have presented proof of its return, depending on which condition is met first.

In case of withdrawal, you must assume the direct cost of returning the Products. Bone and White can provide you with the courier service for your return, but in no case will it assume the cost of returning the order.

B. Return of defective Products

In cases where you consider that, at the time of delivery, the Product does not comply with the provisions of the Contract, due to having a defect or defect, you must contact us as soon as possible and no later than within 48 hours. hours following receipt of the order by telephone or email, indicating the identifying data of the Product, as well as the Order and attaching photos of the defect or defect it presents. Sending photographs will be essential for the return process.

Once we receive your communication, we will contact you as soon as possible to inform you of the date on which a courier will appear at the address you indicate to collect the Product.

After removing the Product, we will proceed to examine it carefully and we will inform you by email, within a reasonable period of time, whether it should be returned or, if you wish, replaced. The return or replacement of the Product will be made as soon as possible and, in any case, within 30 days following the date on which we send you an email confirming that the return or replacement of the non-conforming Product is appropriate.

The amounts that would have been paid for those Products that are returned due to any defect or defect, when they really exist, will be fully refunded to you, including the delivery costs incurred to deliver the Product to you. The refund will be made in the same payment method used to pay for the purchase.

If the return process does not comply with the instructions in this section in a timely manner, we reserve the right not to pay for the defective part.

C. Legal guarantee

In accordance with Royal Legislative Decree 1/2007, of November 16, which approves the consolidated text of the General Law for the Defense of Consumers and Users, the Supplier is responsible for any lack of conformity that manifests within a period of two years from delivery. The Client must inform us of the lack of conformity within a period of two months from when he became aware of it.