If for any reason you are not satisfied with any of the products purchased, you have 30 calendar days to return them, starting from the date on which the customer received them from AGATHA RUIZ DE LA PRADA.
To proceed with the return:
Click on the following link: Returns
1. Log in to your user account.
2. Go to the “Order History” section of your account.
3. Select the order for which you wish to return a product.
4. Select the product or products you wish to return by checking the box next to their name.
5. You can add a brief explanation of the reason for the return, so that the store team can better understand why the customer wishes to return this product. [OPTIONAL]
Products purchased from the online store can be returned by sending them to the following address:
AGATHA RUIZ DE LA PRADA
Calle de Villanueva, 5 Local Izq.
Local Ext. Izda.
28001 Madrid
Spain
To exercise your right of return, the products must be in the same condition as when you received them, unused, with the labels and in their original packaging. You will also need the receipt or proof of purchase.
INTERNATIONAL RETURNS
If you wish to exchange or return a product that has been delivered outside of Spain, either to the European Union or to other countries outside the European Union, you can do so by sending the products to the address Calle de Villanueva, 5. Local Ext. Izda 28001 Madrid, Spain, always bearing the return costs.
For more detailed information on returns, please see our Returns Policy below.
RETURNS POLICY
1. RIGHT TO CANCEL THE PURCHASE
If you are contracting as a consumer and user of the website, you have the right to withdraw from this contract within 30 calendar days without giving any reason. This withdrawal period will expire 30 calendar days from the day on which you, or a third party indicated by you, other than the carrier, acquires physical possession of the goods received from AGATHA RUIZ DE LA PRADA. In the event that the goods comprising your order are delivered separately, the 30 calendar days will begin to count from the day on which you acquire physical possession of the last of those goods.
To exercise your right of withdrawal, you must notify AGATHA RUIZ DE LA PRADA at the address Calle de Villanueva, 5. Local Ext. Izda 28001 Madrid, Spain, by calling +34 91 3190501, by writing to ventas@agatharuizdelaprada.com or using our contact form, of your decision to withdraw from the contract by means of an unequivocal statement (e.g., a letter sent by post or email).
2. CONSEQUENCES OF WITHDRAWAL
If you withdraw from the contract, we will refund the price of the products, excluding shipping costs as a general rule. We will only refund shipping costs (shipping and return costs) in cases where we have made a mistake in placing the order or in relation to the delivery time, when we are unable to meet the contractual deadlines, except in situations of force majeure.
We will make such refund using the same means of payment used by you in the initial transaction, unless you expressly indicate otherwise, specifying the means of payment through which you wish us to make the refund. You will not incur any costs as a result of the refund. Notwithstanding the foregoing, we may withhold the refund until we have received the goods, or until you have provided proof of return of the goods, whichever condition is met first.
You must send the products to AGATHA RUIZ DE LA PRADA, Calle de Villanueva, 5. Local Ext. Izda 28001 Madrid, Spain, without undue delay and, in any case, within a maximum period of 30 calendar days from the date on which you notify us of your decision to withdraw from the contract. The deadline will be considered met if you return the products before the deadline expires.
Except in the cases mentioned above, you will bear the direct costs of returning the products.
3. CONTRACTUAL RIGHT OF WITHDRAWAL
In addition to the legally recognized right of withdrawal for consumers and users mentioned in the previous clause, we grant you a period of 30 calendar days from the date of Shipping Confirmation to return the products (except those mentioned in the following clause, for which the right of withdrawal is excluded). If you return the products within the contractual withdrawal period, but after the legal period has expired, you will only be refunded the price paid for those products.
You will be responsible for the direct costs of returning the products.
4. COMMON PROVISIONS
You do not have the right to withdraw from the contract for the supply of any of the following products:
Personalized items.
Sealed products that are not suitable for return for health or hygiene reasons and have been unsealed after delivery.
Products from which the original label with which they are offered for sale has been removed.
Your right to withdraw from the contract applies only to products that are returned in the same condition in which you received them. No refund will be made if the product has been used beyond simply opening it, if the products are not in the same condition in which they were delivered, or if they have been damaged in any way. Therefore, you must take care of the product or products while they are in your possession. Return the item or items using or including all the original packaging, instructions, and any accompanying documents.
To exercise the right of return, the products must meet the following requirements:
- They must not have been used, washed, or damaged.
- They must retain the original label.
- They must be returned in the original packaging.
AGATHA RUIZ DE LA PRADA physical stores cannot collect returns or exchange products ordered from the online store.
Product returns to the AGATHA RUIZ DE LA PRADA online store must be made by sending the products to the following address: Calle de Villanueva, 5. Local Ext. Izda 28001 Madrid, Spain.
Please note that if you decide to return the items to us with postage due, we will be entitled to charge you for any costs we may incur.
After examining the item, we will inform you if you are entitled to a refund. Shipping costs will only be refunded in accordance with clause 2 and only if all items in the order in question are returned.
5. INTERNATIONAL RETURNS
If you wish to exchange or return a product that has been delivered outside of Spain, either to the European Union or to other countries outside the European Union, you may do so by sending the products to the address Calle de Villanueva, 5. Local Ext. Izda 28001 Madrid, Spain, always bearing the return shipping costs.
6. RETURNS OF DEFECTIVE PRODUCTS
If you believe that the product does not comply with the contract at the time of delivery, you must contact us immediately using our contact form, providing details of the product and the damage it has suffered, or by calling +34 91 3190501, where we will tell you how to proceed.
The product can be returned or sent to the AGATHA RUIZ DE LA PRADA store in Madrid, at the address indicated above. We will carefully examine the returned product and inform you by email, within a reasonable period of time, whether a refund or replacement of the product is appropriate (if applicable).
The refund or replacement of the item will be made as soon as possible and, in any case, within 30 calendar days from the date on which we send you an email confirming that the refund or replacement of the non-compliant item is appropriate.
The amounts paid for products returned to us due to a defect or fault, when such defect or fault actually exists, will be refunded in full, including the shipping costs incurred in delivering the item to you and the costs incurred in returning it to us. The refund will be made using the same payment method you used to pay for the purchase. In any case, the rights recognized by current legislation will not be affected.
7. RIGHT OF WITHDRAWAL AND RETURN OF ORDERS FROM ABROAD
If you have placed an order through this website from a European Union member state other than Spain, clauses 1, 2, 3, and 4 above will apply.
Likewise, we inform you that under no circumstances (except as provided in clause 6, to which this clause 7 does not apply) will we be obliged to reimburse you for shipping costs other than those incurred at the original delivery address in Spain or for return costs from a destination outside Spanish territory.