REFUND & RETURNS POLICY
1. Right of withdrawal (14 days)
You have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.
To exercise this right, send us a clear statement of your decision by email to contactclistep@gmail.com, including your order number. You can use the withdrawal form at the end of this policy, but it is not required. Once we receive your request, we will send you the return instructions and address.
You must send the item back within 14 days of informing us of your decision.
2. Condition of returned items
You may examine and try on the item as you would in a physical store. If the item shows signs of use beyond what is necessary to check it, or is damaged, we may reduce the refund to reflect the loss in value.
3. Return shipping costs
When you withdraw from a purchase, the cost of sending the item back to us is your responsibility. We recommend using a trackable shipping service.
4. Refunds
We will refund all payments received from you, including the original standard shipping cost, within 14 days of receiving your withdrawal request. If you chose a delivery method more expensive than our standard option, we will only refund the cost of standard shipping.
We may withhold the refund until we have received the item back or you have provided proof that you have sent it, whichever comes first.
Refunds are made using the same payment method you used for the purchase, unless you expressly agree otherwise. You will not be charged any fees for the refund.
5. Exceptions
The right of withdrawal does not apply to products personalised at your request (for example, items with a name, text, or image you provided).
6. Defective, damaged, or incorrect items
All our products are covered by the 3-year legal guarantee under Spanish consumer law. If your item arrives defective, damaged, misprinted, or is not what you ordered, please contact us at contactclistep@gmail.com with your order number and photos of the problem.
We will replace the item free of charge. If replacement is not possible, we will issue a refund or a price reduction. All costs, including shipping, will be covered by us.
This applies to all items, including sale items and personalised products.
7. International orders
Customers outside the European Union may have to pay import duties and taxes, which are not charged by us and are not refundable. For returns from outside the EU, the customer is responsible for return shipping costs and any customs charges.
8. Contact
For any questions about returns, refunds, or exchanges, contact us at contactclistep@gmail.com.