Refund policy

 

1. UNCOMPLETED DELIVERIES AND PRODUCT LOSS

If the USER/CUSTOMER is absent at the time of delivery, the courier will leave a delivery notice indicating how to proceed to collect the order. The website administrator contracts a courier company and other systems as part of the delivery service to ensure that the delivery takes place.

If the delivery has not been arranged within 7 business days after the order has departed for delivery, the USER/CUSTOMER must contact the website administrator to report the possible incident. Should the USER/CUSTOMER fail to do so within the business days stipulated by the transport couriers from the departure of the order, the order will be returned, and the USER/CUSTOMER shall be responsible for the return costs as well as the associated management fees.

If the reason the delivery could not be completed is the loss of the order, POCURULL, SL will initiate an investigation which will delay the delivery, a circumstance that the website administrator will resolve with the client.

2. DILIGENCE IN ORDER DELIVERY

The USER/CUSTOMER must check the good condition of the order before the courier who, on behalf of the website administrator, delivers the requested product. If, subsequently, once the products have been reviewed, the USER/CUSTOMER detects any incident such as signs of tampering or any damage caused during shipping, they undertake to communicate it as soon as possible to the website administrator by phone: +34 93 846 77 13, or via email: info@retorn.com.

3. RIGHT OF WITHDRAWAL AND RETURNS

You have several methods at your disposal to return purchased products when you detect lack of conformity, damage during transport, etc., or wish to exercise your right to withdraw from the contract.

Possible cases of return or withdrawal:

3.1. TRANSPORT INCIDENTS OR DEFECTIVE PRODUCT:

In case of receiving a defective product or one damaged during transport, Retorn will assume all collection and reshipping costs. It is essential that any visible damage or breakage caused by transport is reported within a maximum period of 24 hours from the receipt of the order to process the relevant claim with the logistics agency. To expedite the process, we request that you do not open the product if you detect anomalies in the packaging and that you send us photographs of the damaged item, its box, and the shipping label. You can manage any incident by contacting us at info@retorn.com or by phone at 617 79 85 37. Please keep the original packaging of the product until the case is resolved.

3.2. WITHDRAWAL:

In accordance with Royal Legislative Decree 1/2007 and Law 3/2014, the customer has a period of fourteen (14) calendar days from receipt of the order to exercise their right of withdrawal and request a return, provided they notify POCURULL, SL in advance. Returns of personalized products, goods that expire quickly, or unsealed items that are not suitable for return for health or hygiene reasons will not be accepted. The product must be returned in perfect condition to the company's facilities to proceed with the refund. Return costs derived from the exercise of the right of withdrawal shall be borne by the Customer. This also applies to the Canary Islands, Balearic Islands, Ceuta, and Melilla.

3.3. IF YOU HAVE NOT YET RECEIVED THE ORDER:

You may only cancel your order or make modifications if your order is not yet in the preparation phase. If it is already being prepared, the delivery process is irreversible. In this case, you may refuse the delivery, and the Customer will be responsible for the transport costs derived from the return (7.99 euros VAT included). This also applies to the Canary Islands and Balearic Islands.

Please note that in case of withdrawal for purchases made from Ceuta and Melilla, return costs may increase relative to the shipping costs incurred during delivery, based on the rate established by the transport company receiving the goods. We will inform you of the exact amount of these costs before starting the return process. Return costs also involve the consumer's payment of taxes and duties accrued in said process. These costs can range between 50.00 and 60.00 euros.

6.2. RETURN PROCEDURE

The website administrator will only accept returns that meet the following requirements:

  1. The product must be in the same condition it was delivered and must retain its original packaging and labeling.

  2. The shipment must be made using the same packaging in which it was received to protect the product.

  3. If the original packaging is unavailable, the USER/CUSTOMER must return it in protective packaging so that the product reaches the website administrator with the maximum possible guarantees for review.

  4. A copy of the delivery note or invoice must be included inside the package, explaining the reason for the return.

If the reason for the return is attributable to the website administrator (incorrect or incomplete product, not what was ordered, etc.), the return amount will be refunded in application of Article 107.1 of Law 3/2014. For any other reason, the cost of return shipping will be borne by the USER/CUSTOMER.

Steps to proceed with a return:

  1. Inform us as soon as possible within business days following delivery, indicating the intent to return the product.

  2. The USER/CUSTOMER must return the order using the same shipping system by which it was delivered (Courier). The return cost shall be paid by the USER/CUSTOMER.

  3. The website administrator accepts and processes returns, withdrawals, and exchanges under the protection of local laws and the aforementioned EU Directives.

7. REFUND TO THE CUSTOMER

Refund of the order amount; if desired, you may exchange the product for other items in the catalog. This right shall not apply to products ordered specifically or personalized items. The website administrator will manage the refund of the order amount using the same system used for payment. The application of the refund to the USER/CUSTOMER's account or card will depend on the payment system and the issuing bank, in accordance with Articles 107.1 and 108 of Law 3/2014.

8. APPLICABLE LAW AND ARBITRATION

These terms and conditions of sale and use are governed by the applicable Spanish legislation. To resolve any controversy or conflict, the parties submit to the jurisdiction of the courts of GRANOLLERS, Judicial District of LES FRANQUESES DEL VALLES, the home city of POCURULL, SL, owner of the WEBSITE https://retorn.com, unless the law imposes another jurisdiction.

8.1. ONLINE DISPUTE RESOLUTION:

In application of Law 7/2017, of November 2, Article 40.5, incorporating Directive 2013/11/EU and Regulation (EU) 524/2013 of the European Parliament and Council, Article 5.1, regarding alternative dispute resolution in consumer matters for online purchases: Online Dispute Resolution Platform: (click here).

9. PRIVACY POLICY

POCURULL, SL informs of the possibility of exercising the rights of access, rectification, objection, erasure, restriction, and portability. These rights may be exercised by any means that provides proof of sending and receipt to the web administrator's address or the DPO (Data Protection Officer) via email: dpd@grupqualia.com, providing a photocopy of the ID or alternative documentation proving identity. Per Article 12.3 of GDPR (EU) 2016/679, the data controller shall provide information on actions taken based on a request under Articles 15 to 21 within one month of receipt. A claim may be filed with the Supervisory Authority (AEPD, ACPD, AVPD).

Updated on: 05/13/2026