Refund and Exchange Policy
There is a 14 day period to return your product starting after the reception of the order. www.elrocio.es will exchange your product or manage your refund after you communicate with our customer service representative by pone on + (34) 697 586 903. This step is necessary on any exchange or refund reasons. Our office timetable is 09.00 to 18.00 Monday to Friday - Spain time.
The address to return your product is:
Calle Carreterías 27, Local Bajo
29008 - Málaga
1. Please remember to attach a letter with your order number, your full name and the reason why you are returning the product.
2. Please assure that the original package and product is not damaged.
RETURNING REASONS AND FEES:
Please find below the reasons allowed for returning the product:
• The product is damaged or defective:
Once elrocio.es has received back the product and verify the problem, a new product with identical description will be resent to you and we will assume all delivery costs. In the case you would like a different product, you will be responsible for both return and new delivery expenses.
• The product, by mistake is not the one you have ordered:
Then elrocio.es will assume all return and new delivery fees. We will request the collection to your address and you will return the product and packaging in the same condition as received.
• Personalised product and custom made products
Any custom made product or personalised product (made to special size, colour, with name…) will not qualify for return or refund – Act 45 - 7/1996 of 15 January Retail Law Act.
Cancellations are not allowed after you have confirmed the order.
Please understand that all products that are custom made under the customers personal choice and elrocio.es will follow the measurements and instructions sent by the client.
Elrocio.es will not refund or exchange any product until we have received the product and package in perfect condition in our warehouse. The refund price will be the same as the original indicated product price.