RETURN POLICY

RIGHT OF WITHDRAWAL AND RETURN

The right of withdrawal is the client's right to cancel the contract, notifying the other contracting party within the established period for exercising this right, without needing to justify their decision and without any penalty, as established in Article 68 of Royal Legislative Decree 1/2007, of November 16, which approves the revised text of the General Law for the Defense of Consumers and Users and other complementary laws.

Likewise, if the client receives an item they consider defective, they may return it requesting its repair or replacement.

Therefore, in principle, all items purchased online or physically in the OLGA PRIETO showroom may be returned, either by freely withdrawing from the purchase or by considering the received item defective.

No refund can be made to a customer who has not exercised their right of withdrawal under the conditions of this article.

Returns are not accepted for pre-order products, items from "El Archivo," or for items made to customer specifications or clearly personalized.

WHAT IS THE PERIOD FOR AN EXCHANGE OR RETURN?

The maximum period to make an exchange or return is 14 calendar days from the receipt of the product. No returns or exchanges will be accepted outside the indicated period.

1. HOW TO MANAGE A RETURN (REFUND)

To expedite the refund process, we have enabled a direct digital system:

Access our Digital Withdrawal Form and enter your purchase details.
Within a maximum of 48 business hours from receiving the request, OLGA PRIETO will communicate its approval via email.
Prepare your package and include a copy of the printed order sheet (or a handwritten note with your purchase details).
Send the package to the address indicated in the shipping section.

2. HOW TO MANAGE AN ITEM EXCHANGE

If you wish to exchange an item for another piece or request a redeemable coupon for future use, you must manage it directly via email:

Send an email to olga@olgaprieto.com including the following details:

- Order number.
- Date the order was placed.
- Customer's full name.
- Contact phone number.
- Specific item to exchange.
- Desired new piece (or coupon request).

Within a maximum of 48 business hours, we will communicate the approval and the steps for sending the original piece.
If you prefer not to choose the new piece at the moment, we will send you a redeemable coupon valid for 6 months from its issue date.

HOW TO PREPARE THE SHIPMENT OF ITEMS FOR RETURN OR EXCHANGE

It is essential that the products you are returning have not been used; otherwise, no exchange or refund can be made. Packages must contain the complete packaging in perfect condition, with everything you found inside.

It is not necessary to include any paper withdrawal form, just a copy of the printed order sheet. If you do not have a printer, you can simply include a handwritten sheet with the indicated details (order number and full name).

The customer will choose the method by which they wish to send the items to be returned or exchanged to OLGA PRIETO, and the return shipping costs will be borne by the buyer.

Please keep the tracking number carefully, as the refund will not be processed, nor will the exchange be sent until the package arrives at our facility and is checked. That is, it is the buyer's responsibility until it reaches us in perfect condition. In case of a return, once we receive your package and verify the condition of the product, we will refund the amount of your order minus the original shipping costs.

Address for exchange and return shipments: > OLGA PRIETO > Calle Jorge Juan 37, bajo izqda. 28001, Madrid, Spain.

REFUND FOR THE RETURNED ITEM

If a refund for the purchase amount has been chosen, it will be processed, once the condition of the merchandise has been verified, as soon as possible and, at most, within 14 calendar days following OLGA PRIETO's receipt of the returned item, through the same payment method used for the purchase.

In the event that the products do not arrive in perfect condition, do not include all their parts and accessories, or do not retain their original packaging and label, OLGA PRIETO reserves the right to withhold the refund until the items are received in the indicated conditions, or to pay a lower amount for the return, a circumstance that will be notified to the customer.

If it is a gift that the customer wishes to return, a redeemable coupon will be issued valid for 6 months from its issue date.

If the customer chooses to exchange the item, OLGA PRIETO will send the new item within 14 calendar days from the receipt of the returned item, covering the costs of the new shipment, without any additional cost to the customer.

HOW MUCH DOES IT COST TO MAKE AN EXCHANGE OR RETURN?

Unfortunately, we do not cover the shipping costs for exchanges or returns, except if the reason for the exchange or return is a defect or damage to the received piece or any error for which OLGA PRIETO is responsible.

In the event that the return or exchange is due to a company error (missing product or manufacturing defect), the company undertakes to reimburse the shipping costs incurred by the customer. The customer must report the error to olga@olgaprieto.com within a maximum of 48 hours from the receipt of the order.

If the returned item had any defect or damage, OLGA PRIETO will resend the repaired or replaced item within a maximum of 30 calendar days from its receipt, covering the shipping costs for both the return of the defective piece and the new shipment.

It is important to note that imperfections presented by natural stones and handmade pieces following traditional artisan techniques will not be considered defects, as they are part of the OLGA PRIETO product identity.