11. Right of withdrawal
As a consumer, you generally have 14 calendar days from receipt of the order to withdraw, except where legal exclusions apply.
To exercise this right, you must communicate your decision within that period and follow the return instructions provided by support.
The period starts when the customer or an authorised recipient takes physical possession of the order.
22. Returned product conditions
- The product should be returned in suitable condition with accessories and items included in the original delivery.
- Original packaging should be used whenever possible, especially for transport-sensitive goods.
- There must be no damage caused by improper use, abnormal handling, or insufficient protection in the return shipment.
- Order identification should be included to preserve traceability.
33. Step-by-step return process
- 1) Send a request to infoamze@gmail.com including the order number and reason.
- 2) We perform an initial validation and send return instructions.
- 3) You send the product back following those instructions and we review it on receipt.
- 4) We close the case with a refund, replacement, repair, or alternative proposal depending on the circumstances.
44. Return costs
For voluntary withdrawal returns, the return shipping cost is borne by the customer.
If the product is defective, incorrect, damaged in transit, or the incident is attributable to the store, we will bear the return logistics cost.
En devoluciones por desistimiento el coste de devolución lo asume el cliente, salvo incidencia atribuible a la tienda.
55. Technical review and acceptance
Once the product is received, we review its condition, accessories, and the declared cause of return.
If relevant discrepancies are detected between the declared and actual condition, we will inform the customer before closing the case.
66. Refunds
Refunds are processed through the same payment method used for the purchase within the applicable legal period after the return is accepted.
Final settlement timing may depend on the payment provider or issuing bank.
If the return is partial, for example in orders with several items, the refunded amount will be calculated only for the accepted products.
77. Legal exclusions
Some products may be excluded from withdrawal in cases provided by law, such as customised goods or hygiene/security-sealed goods once unsealed where applicable.
Where an exclusion applies, it will be explained in the return case file.
88. Legal warranty of conformity
All products are covered by the legal warranty of conformity under applicable consumer law.
No extra commercial warranty applies unless expressly stated for a specific product or promotion.
99. Additional commercial warranty, if any
Some manufacturers or campaigns may offer an additional commercial warranty with specific coverage, duration, and exclusion terms.
Where applicable, that warranty will be described on the product page or purchase documentation and will not limit the legal warranty of conformity.
Frequently asked questions
What should I include in my return email to speed things up?+
Include the order number, reason for return, product condition, and where relevant, clear photos of the issue and the received packaging.
Can I return a product that has already been opened?+
That depends on the type of product and its condition. We recommend contacting support first so we can confirm your case before the return shipment.
When will I receive my refund?+
After we receive and validate the product, the refund is initiated within the applicable legal period. Final settlement may take a few more days depending on your bank.
What happens if the product arrives damaged during transport?+
If the incident is attributable to transport or our service, we will manage the return or replacement and assume the corresponding logistics cost.
Start a return request
Our team will review your case and send specific instructions so the process remains clear and traceable.
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