1) Refunds for our services
We refund our service fees (full or partial) if the service was performed improperly (errors, incorrect actions, material deviation from the agreed scope, significant process failures).
Refund timeline: within 14 calendar days after we confirm the claim.
2) Refunds for goods (items)
Refunds for goods are governed by the seller’s (merchant’s) return policy and are possible only after the seller accepts the cancellation/return and releases funds.
For EU merchants and consumer distance sales, the legal minimum withdrawal period is generally 14 calendar days (with exceptions) under Directive 2011/83/EU and in Spain under TRLGDCU (RDL 1/2007).
Our payout timeline: up to 14 calendar days after we actually receive the refund from the seller.
3) Shipping: loss/damage/theft in transit
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With insurance/declared value: we file a carrier claim and forward the compensation once received (postal coverage rules may apply, e.g., Correos; indemnities in the universal postal service framework).
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Without insurance: compensation is limited by the carrier’s liability under the applicable contract/tariff and law (Spain: general framework under Ley 15/2009 for land carriage).
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Theft/shortage: delivery report/record at receipt (when applicable) and evidence (photos/video unboxing) are required.
4) How refunds are paid (bank-friendly)
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Refunds are made to the original payment method, where technically possible.
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We may request identity/payment ownership verification and do not refund to third parties (AML/KYC, anti-fraud).
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Payment provider/bank fees may apply.
5) How to request a refund
Email with your account email, order/shipment number, refund type (services/goods/shipping), reason, and supporting evidence.