Returns policy

Right of withdrawal

If you have purchased a non-custom product remotely, you can desist from the purchase for the 14 calendar days following its receipt, without the need to indicate the reason.

To exercise this right, write to web@anaduran.net before the deadline and indicate your name, order number, product and unequivocal decision to desist. You can also use the model included at the end of this page.

The direct costs of return are due to the customer, unless ANA DURAN has agreed to accept them or the return is due to an error, defect or lack of conformity attributable to ANA DURAN.

Custom or made to measure products

The right of withdrawal does not apply to goods made up according to customer specifications or clearly customized. Where this exception applies, it shall be indicated before the purchase is completed.

The mere existence of standard colour or measurement options does not alter the rights that legally correspond to the consumer. Each product will be served according to its characteristics and applicable regulations.

Status and dispatch of return

The product must be returned protected and with all its components. The customer will only be responsible for the decrease in value caused by a different handling than necessary to check the nature, characteristics and operation of the product.

Before sending anything, contact us to receive the address and return instructions. Do not send goods to due carriers without prior authorization.

Reimbursement

The refund will be made by the same means of payment used in the purchase and within legal deadlines. We can retain it until we have received the goods or until you contribute proof of their return, according to which condition is fulfilled first.

Error, defect or lack of conformity

If you receive an incorrect product, defective or not as contracted, write to web@anaduran.net and includes the order number, description and photographs that allow to assess the incidence. ANA DURÁN will manage the solution and assume the necessary costs when legally appropriate.

Damage during transport

Check the external condition of the packaging and the number of packages on receipt of the order. If you notice damage, please record the carrier’s delivery note. If you cannot check it at that time, you can note “without checking”.

Please contact us as soon as possible — preferably within 24 hours — to make the complaint to the carrier. This recommendation does not limit the legal rights that apply to you.

Model of withdrawal communication

To the attention of ANA DURÁN, on web@anaduran.net:

I hereby inform you that I am not in possession of the purchase corresponding to the order [order number], received on [date], concerning [product]. Name of the consumer: [name]. Address: [address]. Date: [date]. Signature: [solo if presented on paper].

Contact

Mail: web@anaduran.net
WhatsApp: +34 699 118 551
Hours: Monday to Friday, from 10:00 to 15:00.