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SUMA CRUZ RETURN POLICY

  1. RIGHT OF WITHDRAWAL AND RIGHT OF RETURN

    The right of withdrawal is the customer's ability to nullify the contract entered into by notifying the other contracting party within the period established for exercising this right, without needing to justify this decision and without any penalty whatsoever, as established in Article 68 of Royal Legislative Decree 1/2007, of 16 November, which approves the consolidated text of the General Law for the Defence of Consumers and Users and other complementary laws.

    Likewise, if the customer receives an item that they consider defective, they may return it by requesting its repair or replacement.

    Therefore, in principle, all items purchased online or physically at the SUMA CRUZ workshop may be returned, either by freely withdrawing from the purchase or by considering the received item defective.

    Exception: the right of withdrawal shall not be accepted in the case of items made according to the customer's specifications or that are clearly personalized.

  2. HOW TO START A RETURN

    In order to process a return, the customer must send an email to [email protected] stating the following information:

    1. Order number.
    2. Date the order was placed.
    3. Customer's full name.
    4. Contact phone number.
    5. The specific item to be returned, in the case of orders containing several items.
    6. Reason for the return, in case any defects are observed.
    7. Option chosen between a refund to the same payment method or an exchange for another item and, in that case, the new item selected.

    Within a maximum of 48 business hours from the receipt of the return request, and unless any issues are detected with the information provided, SUMA CRUZ will communicate its approval to the customer by replying to the email requesting the return, from which point the customer must arrange the shipment of the item.

  3. HOW TO PREPARE THE SHIPMENT OF THE ITEMS TO BE RETURNED

    The items to be returned must be handed over with their security tag unaltered, where applicable, in perfect condition, with no marks of use or handling, with their packaging and in their original, properly closed box to prevent them from being damaged in transit.

    It is not necessary to include any withdrawal form, simply a copy of the printed order sheet. If you do not have a printer, you may simply include a sheet of paper with the information indicated in section II above, previously provided by email, written out by hand.

    For international orders shipped using SUMA CRUZ’s DHL service, the cost of the return collection is already included in the original shipping fee paid by the customer. Therefore, no additional payment is required for the collection.

    In the case of an item that shows any damage, the shipping costs of the item to be returned will be covered by SUMA CRUZ.

    All product returns must be sent to the following address: Calle Claudio Coello, 47, 1st floor right, 28001, Madrid, Spain.

    Once the items are received at SUMA CRUZ, a confirmation email will be sent to the customer.

  4. TIMEFRAME FOR REQUESTING A RETURN

    The rights of withdrawal and return must be exercised within a maximum period of fourteen (14) calendar days from the date of delivery of the purchase, with the first day of the period being the day after receipt.

    Returns outside the stated period will not be accepted.

    Exceptionally, if a reasonable reason is proven for presenting the item to be returned after the deadline, SUMA CRUZ reserves the right to issue a voucher to exchange the item, but in no case will the purchase amount be refunded.

  5. REFUND OR EXCHANGE OF THE RETURNED ITEM

    If you have opted for a refund of the purchase amount, it will be made, once the condition of the goods has been checked, as soon as possible and, at the latest, within 14 calendar days from when SUMA CRUZ receives the returned item, using the same payment method used for the purchase.

    In the event that the products do not arrive in perfect condition, do not include all their parts and accessories, or do not retain their original packaging and tag, SUMA CRUZ reserves the right to withhold the refund until the items are received in the stated conditions, or to refund a lesser amount in the return, a circumstance that will be notified to the customer.

    If it is a gift that the customer wishes to return, a voucher redeemable within one year from its date of issue will be issued.

    If the customer's choice is to exchange the item, SUMA CRUZ will send the new item within 14 calendar days from receipt of the returned item. For international orders shipped using SUMA CRUZ’s DHL service, the return collection is included in the original shipping fee paid by the customer. However, the cost of shipping the replacement item will be borne by the customer.

    In the event that the customer states that they do not wish to make the exchange at that time, a voucher valid for one year from its date of issue will be sent to them, a period during which they may decide which new piece to purchase.

    If the returned item showed any defect or damage, SUMA CRUZ will resend the repaired item within 14 calendar days from its receipt, likewise covering the shipping costs.