Refund policy
RIGHT OF WITHDRAWAL
The CUSTOMER has the right to withdraw from their order within 14 calendar days without the need for justification.
The withdrawal period shall expire 14 calendar days from the day on which the CUSTOMER or a third party indicated by the CUSTOMER, other than the carrier, acquires physical possession of the products.
To exercise the right of withdrawal, the CUSTOMER must notify MUK BARCELONA before the above period has expired, of their intention to withdraw from the contract by writing an email to info@mukbarcelona.com. To this end, the consumer may use a standard withdrawal form or make any other unequivocal statement of their wish to withdraw from the contract.
CONSEQUENCES OF WITHDRAWAL
In the event of withdrawal, MUK BARCELONA will return to the CUSTOMER the cost of the product, without undue delay and, in any case, no later than 14 calendar days from the date on which MUK BARCELONA is informed of the decision to withdraw from this contract.
In the event that the CUSTOMER has expressly selected a delivery method other than the least expensive standard delivery method, MUK BARCELONA will not be obliged to reimburse the additional costs arising therefrom.
MUK BARCELONA will make the refund using the same means of payment used by the CUSTOMER for the initial transaction, and the CUSTOMER will not incur any expense as a result of the refund. If it is not possible to process the return via the original payment method, the refund will be issued by bank transfer.
The CUSTOMER must return the product by courier, without undue delay and, in any case, within a maximum of 14 calendar days from the date on which they communicate their decision to withdraw from the contract. The deadline shall be deemed to have been met if the CUSTOMER returns the goods before the end of said period.
The CUSTOMER shall bear the direct costs of returning the product, such as courier or carrier charges.
MUK BARCELONA may withhold the refund until it has received the goods, or until the CUSTOMER has provided proof of return of the goods, whichever condition is met first.
EXCEPTIONS TO THE RIGHT OF WITHDRAWAL
The CUSTOMER shall not have the right to withdraw from the contract where the subject matter is the supply of any of the following products:
I. Personalized items.
II. Sealed goods that have been unsealed after delivery for hygiene reasons.
The CUSTOMER's right of withdrawal shall apply exclusively to those products returned in the same condition in which they were received. No refund will be made if the product has been used beyond mere opening, if the products are not in the same condition as delivered, or if they have suffered any damage, and therefore the CUSTOMER must take care of the product(s) while they are in their possession.
The CUSTOMER must return the item including its original packaging and any accompanying documents, as failure to do so will result in depreciation of the goods.
After examining the item, MUK BARCELONA will inform the CUSTOMER whether they are entitled to a refund of the amounts paid, depending on the condition of the product.
The refund will reach the CUSTOMER's bank account within five to ten days, depending on the payment method.
RETURNS FOR DEFECTIVE PRODUCTS
LEGAL WARRANTY
MUK BARCELONA informs the CUSTOMER that it offers warranties on the products it sells through this website, in the legally established terms for each type of product, and is therefore liable for any lack of conformity that becomes apparent within the legally established period under Royal Decree-Law 1/2007 of the General Consumer and User Protection Act from the delivery of the product, taking into account the nature of the product sold.
In cases where the CUSTOMER considers that the product does not conform to the contract, they should contact us via email at info@mukbarcelona.com, indicating why they consider the product to be defective, and attaching, where applicable, photographic evidence.
If the defect cannot be assessed by photograph, the CUSTOMER must return the product by courier to the MUK BARCELONA offices at Carrer del Bruc 149, 08037, Barcelona.
MUK BARCELONA will carefully examine the case and photographs, or where applicable, the returned product, and will inform the CUSTOMER by email within a maximum of 15 business days whether the product should be replaced, if the product does not conform to 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 refund the full amount paid by the CUSTOMER including shipping costs and, where applicable, any return costs incurred. The refund will be made using the same payment method used to pay for the purchase. If it is not possible to process the return via the original payment method, the refund will be issued by bank transfer.
The replacement or, where applicable, refund of the product will be made as soon as possible and, in any case, within 14 days following the date on which MUK BARCELONA sends the CUSTOMER an email confirming that the replacement or, where applicable, refund of the non-conforming item is appropriate.
EXCEPTIONS TO THE LEGAL WARRANTY
The provisions of the preceding section on the legal warranty shall not apply in the following cases:
- Return of damaged items and/or product malfunction due to misuse.
- When the defects indicated are due to abnormal or inappropriate use; or to normal wear and tear over time; or to an accidental event.
- When the product shows clear signs of use beyond its capabilities, as well as evident mistreatment in the form of impacts or deterioration 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 welcome at MUK BARCELONA. Comments, suggestions and complaints can be sent through the contact form on the website.