Returns Policy

DRAFT — not published, not linked. Contains [PENDING] placeholders to be completed with real data and requires legal review before publishing.

1. Right of withdrawal: period and conditions

In accordance with Royal Legislative Decree 1/2007, of 16 November, approving the consolidated text of the General Law for the Defense of Consumers and Users, and EU consumer rights regulations, you have a period of 14 calendar days from receipt of the product to withdraw from your purchase without needing to provide a reason.

[PENDING: confirm whether Hogarlab offers an EXTENDED period beyond the legal minimum (for example, 30 days) as a commercial policy. If so, replace “14 calendar days” with the actual period offered throughout this document.]

To exercise the right of withdrawal, the product must be in the same condition in which it was delivered: unused, with its original packaging and, as far as possible, with all accessories and documentation included.

[PENDING: since this is a personal-care product (a hair straightener that comes into direct contact with hair), confirm whether any additional hygiene condition applies to accepting the return (for example, requiring the original hygiene seal/protection to be intact). If the product ships with any kind of hygiene seal, it must be specified here.]

2. How to request a return

To request a product return, follow these steps:

1. [PENDING: confirm the actual channel — for example: “Send an email to [email] indicating the order number and the reason for the return”, or “Fill out the return form available at [link]”, or “Contact us through the customer panel in My Account”]
2. You will receive a confirmation with instructions for returning the product, including the address to send it to.
3. Package the product securely, if possible in its original packaging, including all accessories received.
4. Send the package to the address indicated [PENDING: confirm whether a prepaid shipping label is provided or whether the customer must arrange shipping themselves].

3. Return shipping costs

[PENDING: state who covers the cost of return shipping. Complete with ONE of these options, or another that reflects the actual policy:]

• Option A: “Return shipping costs are borne by the customer, unless the product is defective or does not match what was ordered, in which case Hogarlab covers the full cost of the return shipment.”
• Option B: “Hogarlab covers return shipping costs in all cases within the stated withdrawal period.”

4. Refund period and method

Once the returned product has been received and verified, Hogarlab will refund the amount paid (including, where applicable, the original shipping costs as required by consumer regulations) within a maximum of 14 calendar days from receipt of the return, using the same payment method used by the customer for the original purchase, unless the customer has expressly requested otherwise.

[PENDING: confirm whether the actual refund processing time is different (for example, “within 3-5 business days of receipt”)]

5. Exceptions to the right of withdrawal

[PENDING: review and confirm which of the following exceptions (set out generally in Article 103 of Royal Legislative Decree 1/2007) actually apply to the product sold — the most relevant one to consider for a personal-use straightener is the one relating to hygiene products with a broken security seal:]

• The supply of sealed goods which are not suitable for return due to health or hygiene reasons and which were unsealed after delivery.
• [PENDING: add any other specific exception the company wishes to apply, always within what consumer regulations allow]

6. Exchanges and warranty process

[PENDING: confirm whether the process for exchanging a product (for example, changing color) differs from the return process, and detail it here. Also state the applicable legal warranty period — generally 3 years for new products under Royal Legislative Decree 1/2007, following the reform introduced by Law 4/2022 — and the procedure for claiming for lack of conformity of the product.]

Last updated: [PENDING: publication date]. This document is a template generated to fit Hogarlab’s activity and does not replace review by a professional qualified in this area of law before publication. It is especially important that the process described exactly matches the one the store applies in practice, since this document creates contractual expectations that customers can enforce.