Returns and withdrawal

1. Scope of this policy

This page sets out, in its formal version, the returns policy applicable to products purchased from La Vieya Asturies, complementing the Terms and Conditions (§8 right of withdrawal, §9 legal conformity guarantee).

2. Exclusion of the right of withdrawal for personalised products

All products sold on the Site are merchandise items manufactured to specific order (print-on-demand) with the La Vieya design, in the size, colour and variant chosen by the buyer, through the manufacturing provider Printful. No item is manufactured or kept in stock in advance.

For this reason, in accordance with art. 103.c) of Royal Legislative Decree 1/2007 (TRLGDCU), transposing art. 16.c) of Directive 2011/83/EU, the 14-calendar-day right of withdrawal (which allows a product to be returned without giving a reason) does not apply to these products, as they are goods made to the consumer's specifications or clearly personalised.

Consequently, returns are not accepted for simple change of mind ("I don't like it anymore", "it wasn't what I expected") nor for size or colour chosen incorrectly by the buyer at the time of purchase — we recommend checking the product size guide before confirming an order.

3. Cases where returns, exchanges or refunds are accepted

Regardless of the exclusion in the previous section, returns, replacement or refunds are accepted in the following cases, under the legal conformity guarantee (arts. 114 et seq. TRLGDCU, as amended by Royal Decree-Law 7/2021 transposing Directive (EU) 2019/771):

• Manufacturing defect: the product has a quality defect not attributable to normal use.
• Seller error: the product received differs from the order (size, colour, design different from the one confirmed in the order).
• Transport damage: the product arrives damaged as a result of shipping.

In these cases, the buyer is entitled, under the legal conformity regime, to repair, replacement, price reduction or contract termination, as applicable; in practice, La Vieya Asturies resolves these cases through item replacement or refund, whichever is more appropriate for the specific case.

4. Claim procedure

To request a replacement or refund for any of the reasons in the previous section:

• Write to [email protected] stating the order number (available in the confirmation email or by looking up the order with the access code provided).
• Attach photos of the issue (defect, size/colour error, or transport damage) in good light, showing both the overall item and the detail of the problem.
• The La Vieya Asturies team reviews each case individually and responds with the resolution (replacement or refund) through the same channel.

Physical return of the defective product is not required as a precondition to start a claim, without prejudice to it being requested in specific cases to manage the incident with the manufacturing provider.

5. Orders not delivered or lost

If an order does not arrive within the estimated timeframe (see Terms and Conditions, §7), we recommend first checking the carrier tracking link available in the order lookup. If the package has been confirmed lost or the maximum legal delivery period is clearly exceeded (30 calendar days, art. 66 bis TRLGDCU), the buyer may contact [email protected] to manage the incident with the manufacturing and shipping provider, with the right to terminate the contract under that article if the seller fails to meet its delivery obligation.

6. Refund resolution time

La Vieya Asturies is committed to reviewing each claim and communicating its resolution (replacement or refund) as promptly as possible, within a reasonable timeframe for managing the matter with the manufacturing provider involved.

7. Refund method

Refunds, where applicable, are made through the same payment method used for the purchase (Stripe).