Returns policy

This policy is governed by the consolidated text of the Spanish General Law for the Defence of Consumers and Users (Royal Legislative Decree 1/2007, TRLGDCU).

Right of withdrawal and its exception: personalised products

As a general rule, consumers have 14 calendar days from receipt of the product to withdraw from a distance purchase without giving any reason. However, almost all of our products are storybooks and albums made to the customer's specifications and clearly personalised, so that, in accordance with article 103.c) of the TRLGDCU, the right of withdrawal does not apply to them. Nor will returns be accepted where the damage is due to misuse of the product.

If in any case you purchase a non-personalised product, you may withdraw within the 14-calendar-day period indicated; we will refund all payments received (including standard delivery costs) within a maximum of 14 days from when you notify us of your decision, and the cost of returning the product shall be borne by you.

Cancelling an order before production

You may request the cancellation or modification of a personalised order through any of our contact channels. The request will be accepted provided that, at the time it is received, the product has not started its production and personalisation process. In the case of contact by telephone, the request is deemed received when Creatriche S.L. staff answer the call; by e-mail or other written means, when an employee reads the message, regardless of when it was sent.

Faulty products or errors on our part: legal guarantee of conformity

Returns arising from a product defect or an error attributable to Creatriche S.L. are excluded from the above limitation. In such cases we will proceed, as appropriate, to repair, replace the product with an identical one, reduce the price or terminate the contract, all free of charge for the consumer, and we will also bear the shipping and return costs. If replacement is not possible, the amount paid will be refunded.

The seller is liable for any lack of conformity that becomes apparent within three years of delivery of the product. Unless proven otherwise, any lack of conformity that becomes apparent within two years of delivery is presumed to have existed at the time of delivery. There is no mandatory deadline for reporting a lack of conformity, although we recommend that you let us know as soon as you detect it so we can resolve it quickly.

Personalisation errors introduced by the customer (for example, typos in the names or texts provided, or in the choice of product options) do not constitute a lack of conformity. If you wish to have the product remade because of an error of this kind, the costs shall be borne by the customer.

Receiving your delivery

We recommend that you do not accept parcels showing clear damage or breakage to the outer packaging, and that you notify us immediately.

How to exercise these rights

For any cancellation, return or incident, contact us at info@duendeo.com or by phone at +34 640 571 892, quoting your order number.