Cancelling an order in Spain

 

EU consumer legalisation applies in Spain. This dictates the rules regarding the return of items bought both in store and online.

Shop purchases

Consumers have no legal right to return the goods, either for exchange or refund, unless the item is faulty.

However, the majority of  shops allow customers to return or exchange goods during a certain time period.

It is therefore important to check the returns policy of the store where you made your purchase.

Online purchases

EU legislation ensures that consumers have the right to cancel and return products 14 days following purchase.

This applies to all online, telephone or mail order purchases.

In Spain you have the right to return these purchases within 14 days for a full refund. You can do so for any reason.

This could even be if you have simply changed your mind.

The 14-day period does not apply to all purchases.

Some examples are:

  • Travel tickets
  • Concert tickets
  • Hotel bookings
  • Car rental reservations
  • Goods & drinks delivered to you by regular delivery
  • Goods made to order or clearly personalised – such as a tailor-made suit
  • Sealed audio, video or computer software, such as DVDs, which you have unsealed upon receipt
  • Online digital content, if you have already started downloading or streaming it
  • Goods bought from a private individual
  • Urgent repairs or maintenance

The 14 day period is counted form the date of receipt of the goods.

How should I formally cancel an order?

You must inform the shop or website that you wish to cancel the purchase.

It is not enough to just send the goods back.

The trader should provide you with a return form and procedure.

You can inform the trader and send back the goods at the same time. You can add a written statement with the goods that you are returning by post, or by sending an e-mail.

Following notification of your intent to retune the goods, you must send them back within 14 days.

You may have to pay for the cost of return. The trader should clearly inform you of who bears the costs of return.

If the trader does not inform you, then they have to pay the return costs.

When can I expect to receive my refund?

The trader must send your money back within 14 days or receiving the goods back.

The refund should include the original delivery costs, but the costs of return can be deducted if this has been made clear in the terms and conditions of sale.

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