Refund Conditions

These refund conditions establish the terms and procedures for returns, cancellations and refunds of custom products manufactured by Kovizu, in accordance with applicable Spanish and European legislation.

Right of Withdrawal

Legal Exclusion for Custom Products

Pursuant to Article 103.c) of Royal Legislative Decree 1/2007, products manufactured according to consumer specifications or clearly personalized are excluded from the right of withdrawal.

Products Excluded from Withdrawal

• Products manufactured according to customer specifications
• Clearly personalized items (names, texts, specific dimensions)
• Products that cannot be resold due to their custom nature
• Personal hygiene items such as identification labels

2-Year Legal Warranty

All products are covered by a 2-year legal warranty against manufacturing defects (arts. 114-122 RDL 1/2007). This warranty is independent of the right of withdrawal and covers defects existing at the time of delivery.

Warranty and Coverage

What Does the Legal Warranty Cover?

• Manufacturing defects existing at the time of delivery
• Lack of conformity with agreed specifications
• Hidden defects that manifest during normal use
• Premature breakage due to internal material defects

What Does the Legal Warranty NOT Cover?

• Normal wear inherent to product use
• Consumables or parts that deteriorate with operation by their nature
• Inappropriate use or outside technical specifications
• Accidental damage or incorrect handling
• Natural wear of parts subject to friction or pressure

Definition of Defect vs. Wear

A defect is considered any internal failure of material or manufacturing that prevents operation within the first 2 years. Wear is considered the gradual loss of properties due to friction, pressure or temperature within normal use parameters.

Notification of Defects and Damage

Notification Period

Transport damage or visible defects must be reported within 48 hours of receipt with photos and order number. For defects that manifest during use, the period is 2 years from receipt.

Required Information

• Order number
• Detailed photographs of the defect or damage
• Description of the problem
• Date of receipt and defect detection

Claim Procedure

Step 1: Notification

Contact us through our contact form indicating the order number, reason for the claim and attaching the corresponding photographs.

Step 2: Evaluation

We will evaluate the claim and determine whether it is a defect covered by the warranty or normal wear.

Step 3: Resolution

In case of a defect covered by the warranty, we will proceed with repair, replacement or refund as appropriate.

Return Costs

Defects Covered by Warranty

In case of manufacturing defect covered by the legal warranty, we assume all shipping costs for return and repair.

Transport Damage

For damage during transport, we assume return costs provided it is reported within 48 hours.

Refund Method and Period

Refund Method

The refund is made by the same payment method used in the original purchase, as required by PSD2 regulations.

Processing Period

We process refunds within a maximum of 7 business days from receipt and verification of the returned product.

Credit Time

The credit time in your bank account will depend on your financial institution, normally between 3-5 business days.

Cancellations

Cancellation Before Manufacturing

You can cancel your order before manufacturing begins at no additional cost. Once manufacturing has started, cancellations are not accepted.

Refund for Cancellation

In case of valid cancellation, the refund is processed within the same period as warranty returns.

Dispute Resolution

ODR Platform

In case of dispute, you can use the EU online dispute resolution platform:https://ec.europa.eu/consumers/odr

Direct Contact

For any questions about warranties, refunds or returns, contact us through our contact form.