Refund policy

This policy applies to purchases made directly on Renaroque.com.

Any mandatory consumer rights under applicable law will prevail where they are more favorable and are not limited by this policy.

Cancellation before shipment

You may request cancellation of an order as long as it has not yet been shipped.

While the items have not yet been marked as prepared, you can request cancellation through your account.

If the order has already been marked as prepared but has not yet been handed over to the carrier, you can request cancellation by emailing renaroquedesigns@gmail.com.

When a cancellation request is made before shipment, we will refund all amounts paid in full, including the original shipping charges.

Once the order has been handed over to the carrier, it can no longer be canceled as a pending order. From that point on, the rules on change-of-mind returns, withdrawal, or lack of conformity set out below will apply, as appropriate.

Change of mind: voluntary returns and statutory right of withdrawal

Renaroque offers a 14-day voluntary return period for orders placed directly on Renaroque.com, without prejudice to any more favorable statutory rights available to the consumer.

The period begins when you, or a person you have designated other than the carrier, receives the order. If several items from the same order are delivered separately, the period begins when the last item is received.

You must notify us of the return within those 14 days.

You can do so through your account, by emailing renaroquedesigns@gmail.com, or, when exercising a statutory right of withdrawal, by any other unequivocal statement communicating your decision.

You do not need to provide a reason.

Once the return has been communicated, the items must be sent back without undue delay and, in any event, within the following 14 days.

Statutory right of withdrawal

Consumers in Spain, the European Union, and any other territory where applicable law provides a statutory right of withdrawal retain that right in full.

In Spain and the European Union, consumers generally have 14 calendar days to withdraw from a distance purchase without providing a reason, unless a statutory exception applies.

Exercising this right is not subject to Renaroque's discretionary approval.

Condition of returned products

You may examine a product to the extent reasonably necessary to establish its nature, characteristics, and functioning.

A product does not have to remain completely untouched or necessarily retain its original packaging in order for a statutory right of withdrawal to be exercised.

However, where permitted by law, the buyer may be responsible for any diminished value resulting from handling beyond what is necessary to carry out that examination.

Items must be packed appropriately to prevent damage during return shipping.

Sale or discounted items are not excluded from a return or withdrawal solely because they were purchased at a reduced price.

Exceptions for hygiene and personalized products

Earrings

Earrings are supplied with a seal that makes it possible to determine whether the package has been opened.

Where earrings have been supplied sealed for health protection or hygiene reasons and the seal has been opened after delivery, they cannot be returned due to a change of mind or under a right of withdrawal when they are no longer suitable for return for those reasons.

This exception does not apply while the seal remains intact.

It also does not affect the buyer's rights where the earrings are defective, incorrect, damaged, or otherwise lack conformity.

Made-to-order production and personalization

Renaroque products are made after an order is received. Being made to order does not by itself make a product personalized or automatically remove the right of withdrawal.

Standard options offered in the catalog, such as finish, color, length, size, type of clasp, earring hook, or pendant, are not by themselves considered personalization that excludes the right of withdrawal.

The relevant exception may apply only where a product has genuinely been made to the consumer's individual specifications or is clearly personalized and the applicable legal requirements are met.

Where that exception applies to a particular commission, the buyer will be informed before entering into the contract.

Defective, damaged, incorrect, or non-conforming products

If you receive a product that is defective, damaged in transit, incorrect, or does not conform to what was agreed, contact us at renaroquedesigns@gmail.com or through your account.

We recommend reporting the issue as soon as reasonably possible to make inspection and resolution easier. Failure to report it immediately does not remove any statutory rights you may have.

Where there is a lack of conformity, Renaroque will bear the costs necessary to provide the remedy required by applicable law, including shipping or transportation costs where applicable.

For consumers in Spain, goods are covered by the statutory conformity regime for three years from delivery.

Where applicable, the consumer may request repair or replacement of the product in accordance with applicable law. These remedies will be provided free of charge and within a reasonable period, without significant inconvenience to the consumer.

Where provided by law, the consumer may also be entitled to a proportionate price reduction or termination of the contract with a refund, including where repair or replacement is impossible or disproportionate, has not been properly completed or completed within a reasonable period, the lack of conformity reappears, or it is sufficiently serious.

These rights are separate from the voluntary change-of-mind return.

Refunds

The amount and timing of a refund depend on the reason for the cancellation or return.

Cancellation before shipment

If the order is canceled before it is shipped, we will refund all amounts paid in full, including the original shipping charges.

Full change-of-mind return

If you return the entire order within the 14-day voluntary return period, we will refund:

the price of the returned items; and
the original shipping charges paid to Renaroque.

The buyer is responsible for the direct cost of return shipping when the return is due to a change of mind and there is no defect, error, or lack of conformity, unless mandatory applicable law provides otherwise.

Partial return

If only part of an order is returned, the price of the returned items will be refunded.

The original shipping charges will not be refunded in full merely because part of an order is returned, unless applicable law requires otherwise or Renaroque has expressly agreed to another solution.

Statutory withdrawal

Where a statutory right of withdrawal is exercised, the refund will be made within the period required by applicable law.

Where legally permitted, Renaroque may withhold the refund until the goods have been received or until the consumer provides evidence that they have been sent back, whichever occurs first.

Lack of conformity

Where termination of the contract is appropriate because of a lack of conformity, the refund will be made within the applicable statutory period and Renaroque will bear the necessary cost of returning the product.

Refund method

Refunds will be made using the same payment method used for the purchase unless another method permitted by law is expressly agreed and does not result in any cost to the buyer.

Renaroque does not charge fees for issuing a refund.

Once a refund has been issued, the time required for the funds to appear in the buyer's account may depend on the bank, card issuer, or payment provider.

International orders, customs, and refused shipments

Terms relating to import taxes, customs duties, customs processing, and international delivery are explained in greater detail in our Shipping Policy.

Refusing a shipment or failing to pay import charges for which the recipient is responsible does not automatically result in the loss of all amounts paid or the total denial of a refund.

Where an action attributable to the recipient directly causes the shipment to be returned, stored, abandoned, or destroyed, only actual, direct, documented, and non-recoverable costs and losses may be taken into account.

Any carrier or insurance compensation, refunded charges, recovered amounts, resale value, or other compensation obtained by Renaroque must be deducted from those amounts.

Any remaining balance will be refunded. No fixed penalties will apply.

This rule does not apply where the issue is attributable to Renaroque, incorrect documentation supplied by the sender, a failure to provide legally required pre-contract information, or a carrier failure that Renaroque must bear or pursue against the carrier.

How to request and send a return

You can start a request through your account or email:

renaroquedesigns@gmail.com

Where possible, include:

your name;
your order number;
the item you wish to return; and
if there is an issue with the product, a brief description of the problem.

When exercising a statutory right of withdrawal, this information helps us process the request but does not replace your right to communicate your decision by any unequivocal statement permitted by applicable law.

Returns must be sent to:

Pablo González Martín - Renaroque
Calle Camino de Cabrerizos 4, 1.º C
37439 Castellanos de Moriscos
Salamanca, Spain