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. 14-day right of withdrawal — yes, it applies to this catalogue

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

Made-to-order manufacturing, on its own, does not exclude the 14-calendar-day right of withdrawal set out in arts. 102 et seq. TRLGDCU. The exception in art. 103.c) TRLGDCU ("goods made to the consumer's specifications or clearly personalised") is to be interpreted narrowly and requires the consumer to have contributed their own, unrepeatable specification (the example in recital 49 of Directive 2011/83/EU is a made-to-measure curtain) — choosing a size or colour from a list predetermined by the seller is not enough. No product in the current catalogue lets the buyer contribute their own text, image or design: the 14-calendar-day right of withdrawal applies to the entire catalogue.

You can therefore withdraw from your purchase within the 14 calendar days following receipt of the product, with no need to justify the reason — even a simple change of mind, or a size that, chosen correctly according to the size guide, no longer suits you. See the procedure and the cost/refund conditions in Terms and Conditions, §8.

Return shipping cost in an ordinary withdrawal: under art. 108.3 TRLGDCU, the direct cost of returning the product is borne by the buyer, unless we state otherwise expressly. This is different from the case described below (section 3), where the defect or error is attributable to the seller, who then bears the full cost of replacement.

3. Cases where returns, exchanges or refunds are accepted

Regardless of the previous section, returns, replacement or refunds are accepted in the following cases, under the 3-year legal conformity guarantee (arts. 114 et seq. TRLGDCU, as amended by Royal Decree-Law 7/2021 transposing Directive (EU) 2019/771, which extended this period from 2 to 3 years):

• 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

Once a return is accepted or the right to a refund is acknowledged, La Vieya Asturies refunds within a maximum of 14 calendar days (art. 108 TRLGDCU), counted from when the resolution is communicated to the buyer. The resolution itself (replacement or refund) is communicated earlier, as soon as the matter is handled with the manufacturing provider involved.

7. Refund method

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