ORDER RETURN POLICY

First of all, we inform you of the special jurisdiction of returns or cancellations of orders in cases such as that of duendeo.com, given that these are personalised products (stories):

Due to the personalised nature of the orders, and in compliance with Article 45 of Spanish Law 7/1996 of 15 January on Retail Trade, there will be NO right of return in the case of goods manufactured according to the customer's specifications or which have clearly been made to the customer's specifications. There is also no right of return if the damage is due to misuse: "Unless otherwise agreed, the provisions of the preceding Article (Article 44, Right of Withdrawal) shall not apply to the following contracts:

• Contracts for the supply of goods which are made to the consumer's specifications or are clearly personalised, or which, due to their nature, cannot be returned or are liable to deteriorate or expire rapidly."

Excluded from this jurisdiction are those returns arising from an error for which CREATRICHE S.L., owner of "duendeo.com", is responsible, or from a defect in the product. In such a case, our company commits to replacing the defective product with an identical one. We'll also be responsible for the return and delivery costs. In the event that the exchange cannot be made, a refund will be made. To make a return, please contact the company using the contact details that can be found on this website.

In the case of a defective product due to poor management by CREATRICHE S.L., we will arrange, as applicable, repair, replacement, price reduction or termination of contract, and such measures will incur no cost to the consumer and user. The seller is responsible for any non-conformity, which does not arise from use, that may manifest itself within a period of two years from the delivery. The consumer and user must inform the seller of the non-conformity within two months of becoming aware of it. There is a legal guarantee of conformity for the goods, the existence and conditions of after-sales services and commercial guarantees.

If you wish to cancel your order or request a refund, you can do so by contacting us through any of our contact methods. This request will be accepted, provided that at the time of receiving the request the product has not started its manufacturing and customisation process (see jurisdiction explained in this very point). In the case of telephone contact, it is understood that the request is received at the moment when a member of staff at CREATRICHE S.L. answers the call; and in the case of contact by e-mail or other written means, it is considered that the request is received at the moment when an employee reads the message, regardless of the moment when the written message was sent.

In the case of an exchange due to an error in the choice of size or colour or in any of the options of the product, for which the buyer is responsible, he/she will be responsible for the return shipping costs to our office.

The receiving customer must never accept packages with clearly damaged or torn outer packaging.