Returns and Refunds
Nature of the purchase
Purchases made in this store are by default identified as commercial sales operations, meaning the acquisition of goods intended for a business or professional activity, unless the buyer expressly indicates otherwise before placing the order.
Right of withdrawal (consumers)
In accordance with Law 3/2014, of March 27, which amends the consolidated text of the General Law for the Defense of Consumers and Users (Royal Legislative Decree 1/2007), buyers acting as consumers have a period of 14 calendar days from the receipt of the order to withdraw from the contract, without needing to provide justification.
To exercise this right, please write to us at info@lenorahosteleria.com indicating the order number and the items you wish to return. We will confirm the procedure before you send the return.
The refund will be made using the same payment method used for the purchase, within a maximum period of 14 calendar days from when we receive the merchandise or proof of its return.
Exceptions to the right of withdrawal
In accordance with Article 103 of Law 3/2014, withdrawal shall not apply to:
- Products made according to customer specifications (custom sizes, colors, or finishes).
- Clearly personalized products (embroidery, labeling, or other customizations).
- Sealed items that, for hygiene reasons, are not suitable for return once unsealed.
Condition of returned merchandise
Items must be returned unused, unwashed, and in their original packaging, in perfect resalable condition and with all their tags. Returns of textile items that have been washed or used will not be accepted.
Return costs
Unless there is an error on our part or a defective product, the return shipping costs are borne by the customer.
Defective products or order error
If you receive a defective, incorrect, or different item than ordered, please notify us with photographs at info@lenorahosteleria.com. We will cover the collection costs and offer you a replacement item or a full refund, at your choice.
Internal defects in commercial sales
In accordance with Article 342 of the Commercial Code, in commercial sales, the buyer has a period of 30 days from delivery to claim for internal defects in the merchandise.
Warranty
The warranty does not cover, in any case, damage resulting from improper use, normal wear and tear, or failure to comply with the washing and maintenance instructions indicated for each product.