RETURNS AND INCIDENTS

RIGHT OF WITHDRAWAL


The CUSTOMER has the right to withdraw from the order within 14 calendar days without giving any reason.

The withdrawal period shall expire 14 calendar days after the day on which the CUSTOMER or a third party indicated by the CUSTOMER, other than the carrier, acquires physical possession of the products.

In order to exercise the right of withdrawal, the CUSTOMER must notify MUK BARCELONA, before the expiry of the aforementioned period, of their intention to withdraw from the contract by sending an email to info@mukbarcelona.com. To this end, the consumer and user may use the following model withdrawal form or make another type of unequivocal statement that he/she wishes to withdraw from the contract.  

CONSEQUENCES OF WITHDRAWAL

In the event of withdrawal, MUK BARCELONA will return to the CUSTOMER all payments received, including delivery costs, without undue delay and, in any case, no later than 14 calendar days from the date on which the decision to withdraw from this contract is notified.

In the event that the CUSTOMER has expressly selected a delivery method other than the least expensive ordinary delivery method, MUK BARCELONA shall not be obliged to reimburse the additional costs arising from this.

MUK BARCELONA will proceed to make the refund using the same means of payment used by the CUSTOMER for the initial transaction, and the CUSTOMER will not incur any costs as a result of the refund. If it is impossible to process the refund using the same method of payment used by the CLIENT, the amount will be reimbursed by bank transfer.

The CUSTOMER must return the product by courier, without undue delay and, in any case, within a maximum period of 14 calendar days from the date on which he/she communicates his/her decision to withdraw from the contract. The deadline shall be deemed to have been met if the goods are returned before this period has expired.

The CUSTOMER shall bear the direct costs of returning the product, such as courier or carrier.

MUK BARCELONA may withhold reimbursement until it has received the goods, or until the CUSTOMER has provided proof of the return of the goods, depending on which condition is met first.

EXCEPTIONS TO THE RIGHT OF WITHDRAWAL

The CUSTOMER shall not be entitled to withdraw from the contract for the supply of any of the following products:

I. Personalised items.

II. Goods sealed for hygiene reasons which have been unsealed after delivery.

The CUSTOMER's right of withdrawal shall apply exclusively to those products that are returned in the same condition in which the CUSTOMER received them. No refund will be made if the product has been used beyond the mere opening of the same, products that are not in the same condition in which they were delivered or that have suffered any damage, so the CUSTOMER must be careful with the product/s while they are in their possession.

The CUSTOMER must return the item including its original packaging and any accompanying documents, otherwise the good will be depreciated.

After examining the item, MUK BARCELONA will inform the CUSTOMER whether or not he/she is entitled to a refund of the amounts paid, depending on the condition of the product.

The time it takes for the refund to reach the CUSTOMER's bank account will be between five and ten days, depending on the method of payment.

RETURNS FOR DEFECTIVE PRODUCTS


LEGAL WARRANTY

MUK BARCELONA informs the CLIENT that it offers guarantees on the products that it markets through this website, in the terms legally established for each type of product, and is therefore liable for any lack of conformity of the same that becomes apparent within the period legally established in RDL 1/2007 of the General Law for the Defence of Consumers and Users from the delivery of the product, taking into account the nature of the goods marketed.

In cases where the CUSTOMER considers that the product does not comply with the contract, he/she should contact us by e-mail at info@mukbarcelona.com, indicating why he/she considers the product to be defective, and attaching, where appropriate, photographic documentary evidence that reflects this.  

In the event that the defect cannot be seen by means of a photograph, the CUSTOMER must return the product by courier to the MUK BARCELONA offices at C/Aribau 61, Local, 08012, in the city of Barcelona.

MUK BARCELONA will proceed to carefully examine the case and the photographs, or if applicable, the returned product and will inform the CUSTOMER by e-mail within a maximum period of 15 working days whether the product should be replaced, in the event that the product does not comply with the stipulations of the contract.

Only in the event that, due to the characteristics of the product, it contains a defect that cannot be replaced, MUK BARCELONA will proceed to refund the full amount paid by the CLIENT, including shipping costs and, where appropriate, the return costs incurred. The refund will be made using the same means of payment that was used to pay for the purchase. If it is impossible to process the refund using the same method of initial payment, the amount will be refunded by bank transfer.

The replacement or, where applicable, the refund of the product will be made as soon as possible and, in any case, within 14 days from the date on which MUK BARCELONA sends an email to the CUSTOMER confirming that the replacement or, where applicable, the refund of the non-conforming item is appropriate.

EXCEPTIONS TO THE LEGAL GUARANTEE

The provisions of the previous paragraph on the legal guarantee shall not apply in the following cases:

  • Return of damaged items and/or malfunctioning of the product due to misuse.
  • When the defects indicated are due to abnormal or improper use; or to normal wear and tear or ageing due to the passage of time; or to an accidental occurrence.
  • When the product shows clear signs of use beyond the product's capabilities, as well as obvious abuse in the form of knocks or damage caused by liquids or corrosive substances, as well as any other anomaly attributable to the consumer.

COMMENTS, SUGGESTIONS AND COMPLAINTS


Comments and suggestions that the CUSTOMER wishes to communicate are welcomed by MUK BARCELONA. Comments, suggestions and complaints can be sent via the contact form on the website.


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