1. Scope of Application

1.1. This cancellation and return policy applies to all purchases made through our website, from which we ship to EU countries, the United Kingdom, the United States, and other regions (including Switzerland, Norway, and Iceland).

1.2. The business activity is carried out by a self-employed professional based in Barcelona (Spain). This policy is mainly governed by European consumer protection regulations, including legally established modifications and exceptions for custom or made-to-order products.

2. NNature of the Products

2.1. Generic Products (non-customized):

  • These are 3D-printed plastic parts with no additional customization.
  • These products are covered by the right of withdrawal under European regulations (applied broadly to customers from any country), provided the conditions outlined in this policy are met.

2.2. Customized or Made-to-Order Products:

  • This includes items whose dimensions, colors, engravings (e.g., names), or specifications have been directly requested by the customer.
  • Due to their unique nature, these products are exempt from the right of withdrawal, in accordance with European legislation and the terms described in this document.

3. Cancellations

3.1. Free cancellation period (4 hours):

  • Once the order is placed, the customer has 4 hours to request a cancellation free of charge, provided that the production process has not started or is still in an early stage.
  • To exercise this cancellation right, the customer must contact us via the email address provided (or any official contact method stated on the website) and provide the order details (order number, name, and the email/username used to place the order).

3.2. Cancellations after the 4-hour window:

  • If the customer requests a cancellation more than 4 hours after placing the order, we reserve the right to:
    a) Refund the full amount if we determine that production has not significantly progressed.
    b) Refund only part of the amount, deducting the production and labor costs already incurred, especially for customized items.
  • The decision and refund amount will be assessed on a case-by-case basis, considering the production status and type of product ordered.

4. Right of Withdrawal (for non-customized products)

4.1. 14-day period:

  • The customer has a period of 14 calendar days from the date of receiving the product to exercise the right of withdrawal and return non-customized products, provided the item is in optimal condition.
  • This right of withdrawal applies uniformly to all countries we ship to, subject to the terms and exclusions described in this policy.

4.2. Return Notification:

  • The customer must inform us of their decision to return the product before the 14-day period expires, using email or another accepted contact method listed on the website, and must include the order number and identifying purchase details.

4.3. Product Condition Requirements:

  • The product must be in good condition, with no signs of use that would prevent its resale.
  • Returning the original packaging is not mandatory, but the item must arrive safely and in proper condition.

4.4. Exclusion of Customized Products:

  • Customized products, made to order with unique specifications, are not subject to the right of withdrawal as they are not suitable for resale.

5. Return Procedure

5.1. Return shipment deadline:

  • The customer must return the product within a maximum of 45 calendar days from the date of receipt, provided that they have communicated their intent to withdraw within the legally established 14-day period.

5.2. Return shipping costs:

  • In all cases, the customer is responsible for the return shipping costs and may choose the carrier they deem appropriate
  • If the product arrives damaged or with defects due to return shipping, the refund will not be issued. We recommend adequate packaging and, if desired, using a tracked and insured shipping service.

5.3. Obligation to provide tracking number:

  • To identify and validate the return, the customer must provide a tracking number or proof of shipment.
  • If the tracking information is not properly provided, we will not be able to proceed with the return process.

5.4. Verification of product condition:

  • Once the product is received, we will verify that it is in optimal condition.
  • If the product meets the requirements, the refund will be processed within 5 business days.

6. Refunds

6.1. Refund method:

  • The refund will be issued using the same payment method used by the customer, unless expressly agreed otherwise.

6.2. Refundable amount:

  • Only the cost of the product will be refunded.
  • Original shipping costs and return shipping costs are non-refundable.
  • In the case of partial returns from orders with multiple items, shipping costs (neither full nor partial) related to the order will not be refunded.

6.3. Products returned with damage attributable to the customer:

  • If the product is returned with damage or defects not caused by the shop or outbound shipping, we reserve the right to deny the refund.
  • The customer will be asked to provide photos or videos of the packaging and product prior to return shipment, in order to rule out pre-existing damage.

7. Exceptions and Customized Products

7.1. Withdrawal exclusion for customized products:

  • Products made specifically according to the customer’s specifications (e.g., dimensions, colors, name engravings, etc.) are not eligible for withdrawal, unless they show manufacturing defects attributable to the shop.

7.2. Defective customized products:

  • If the customer claims that the product is defective or arrived damaged, they must submit photographic or video evidence to support the claim.
  • The shop will evaluate whether replacement or refund is appropriate, provided a real defect or manufacturing issue is verified.

8. Warranty and 2-Month Period

8.1. Legal 2-month warranty:

  • All products are covered by a 2-month warranty against manufacturing defects.
  • During this period, if a defect is identified, the customer must notify us and provide sufficient evidence to demonstrate the issue.

8.2. Coverage of costs for defective products:

  • If the defect is confirmed within the warranty period, the shop will cover the full return, including outbound shipping costs, and will proceed with repair or replacement (or issue a refund if repair or replacement is not reasonably possible).

9. Responsibility and Shipping

9.1. Responsibility for delivery:

  • The shop is responsible for arranging the shipping service. In the event of any incident, we will take care of finding a solution, if the customer cooperates and provides the requested information.
  • If the customer cannot be reached for delivery or fails to pick up the package at the collection point within the time limits set by the courier, the shop will not be held responsible.

9.2. Transport damage:

  • If the product is damaged during shipping, the customer must notify the shop as soon as possible and provide photos or videos of the damage to the product and packaging.
  • An investigation will be initiated and, if applicable, the product will be repaired or replaced, or an appropriate solution will be offered based on the situation.
  • Additional shipping insurance is not offered, but we will liaise with the courier company to resolve the issue.

10. Customer Service and Communication

10.1. Customer service:

  • For any request regarding cancellations, returns, complaints, or incidents, please contact us at: info@lamarieta.shop.
  • The maximum response time for such inquiries is 48 hours.

10.2. Customer Identification:

  • When requesting a cancellation or return, the order number must be provided and the communication must come from the same email or phone number used in the purchase, to verify identity and prevent fraud.

11. Final Provisions

11.1. This policy aims to comply with European consumer protection regulations while also offering a general framework for customers in other regions, without prejudice to any mandatory local laws that may apply.

11.2. We reserve the right to update or modify this document at any time to adapt to legislative changes or service evolution. In case of modification, the policy in effect at the time of purchase will apply.

11.3. For matters not covered in this policy, the applicable European consumer regulations shall apply, and secondarily, the relevant local regulations.

Legal Disclaimer

The above text is a guideline template based on the information provided and does not replace professional legal advice. To ensure full compliance with the applicable regulations in different countries, it is recommended to have it reviewed and validated by a lawyer specialized in e-commerce and international law.