Refund policy

We want our customers to be satisfied with their purchase. We offer a hassle free service to return your order. There are two possible cases for refund or to cancel an order. 

Damage?

If the product has any defects or has been damaged during shipment. 

1. Take a note of the incident on the courier delivery note when you receive your order.

2. Email us the same day that you receive your order and tell us about the defect. It is very important that you email us about the defect within 24 hours of receiving your order. 

3. Send us a photo of the defect as soon as possible after you receive your order. 

4. Once we have received and reviewed your photo, we will arrange for our courier to come and collect the product from you, which will need to be sent in the box that it arrived in (to avoid any possible extra damage throughout the return trip). Real Fábrica is responsible for the return cost of the order.

5. We will send you the product(s) in question again, with no extra cost to you (remember to inform us on the delivery day, so that we can take care of everything for you) 

Withdrawal

The customer has the right to withdraw their order, in which they can return the received item if it does not meet their expectations. The product(s) must be returned in perfect condition within 14 days of receipt. 

The refund of the amount charged for the product(s) will be processed, using the same method of payment used upon purchase, once the condition of the goods has been checked. In the event of the product(s) not being returned in perfect condition, we reserve the right to refuse refund. 

According to the right of withdrawal, the cost of returning the product(s) is to be covered by the buyer. If you wish to exchange the product for a different size or colour, you will need to place a brand new order on our website. 

The return process in the case of withdrawal is: 

1. You have 14 days to think about it. If you have decided to use your right to withdrawal (for whatever reason you want to return it), send us an email before the 14 days is up.

2. After receiving your email, we will take a note of the incident and we will respond with the address of where to send the product(s). From this point you have a period of 10 days to send the product(s) to us. The cost of returning the product(s) is to be covered by the buyer. 

3. The refund of the amount charged for the product will be processed, using the same method of payment used upon purchase, once the condition of the goods has been checked. We will notify you via email, once we have received your product(s). Remember that your products need to arrive in perfect condition so that we can refund you, therefore please ensure that your courier/Correos postman is careful with your product(s), or ensure that you use enough protection and send it back to us in the box that it was delivered in, or in something similar that will protect the products inside. 

If you wish to exchange the product for a different size or colour, you will need to place a brand new order on our website. 

In either case, if in the end, the new purchase after the return of the goods is below the minimum conditions of the free shipping discount used, it will be void and compensated on return. 

If you have any queries or questions, we are here to help with whatever you need. Contact us.



Updated 5th November 2021