1. Right of withdrawal
Subject to statutory exceptions, consumers may withdraw from the purchase within 14 calendar days without giving a reason.
2. Sealed hygiene products
The right of withdrawal does not apply to sealed goods unsuitable for return for health-protection or hygiene reasons once unsealed after delivery. For intimate products, this exception applies only when those requirements are met.
3. How to notify us and return method
Before the deadline, send an unambiguous statement through Legal stating the order number, name, email and affected items. We will provide the address and instructions for returning the goods by post or courier. Do not send the product until you have received those instructions.
4. Return costs
Where a return results from voluntary exercise of the right of withdrawal, the customer bears the direct cost of packaging and return shipment. If the product is defective, arrives damaged or does not match the order, El Arte del Placer will bear the legally applicable costs after verifying the issue.
5. Condition of the product
The consumer is liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods, without prejudice to the hygiene exceptions described above.
6. Refund
Where withdrawal applies, the refund will be made by the legally prescribed method and within the applicable time limits. Where permitted by law, the refund may be withheld until the goods are received or sufficient evidence of return is provided.
7. Defective or incorrect product
If the product lacks conformity, arrives damaged or does not match the order, report it so the issue can be handled under the statutory guarantee rather than as a simple withdrawal where another remedy applies.
8. Model notice
“I hereby give notice that I withdraw from the contract relating to order [number], received on [date]. Name: [name]. Address: [address]. Date: [date].”