Return policy
1. Return Period
SARGADELOS offers its customers a period of 30 calendar days from receipt of the order to request the return of products purchased through www.sargadelos.com, without prejudice to any statutory rights available to the consumer.
To request a return, the customer must first contact SARGADELOS at:
The customer must provide the order number and specify the products they wish to return.
2. Condition of Returned Products
Products must be returned:
- Unused.
- In perfect condition.
- Properly protected to prevent damage during transport.
- In their original packaging, wherever possible.
- Accompanied by the order number or proof of purchase allowing the return to be identified.
The customer shall be responsible for any diminished value of the product resulting from handling other than what is necessary to establish its nature, characteristics and functioning, in accordance with applicable law.
SARGADELOS may reject returns that do not meet the above conditions, subject to the limitations established by applicable law.
3. Return Address
Returns must be sent to:
CERÁMICAS O CASTRO
O Castro
15168 Sada
A Coruña
Spain
Before sending a return, we recommend notifying SARGADELOS in advance to ensure that it can be correctly identified and processed.
4. Return Shipping Costs for Change-of-Mind Returns
Where a return is made at the customer's discretion and the product is not defective, damaged or incorrect due to an error attributable to SARGADELOS, the direct cost of returning the product shall be borne by the customer.
The customer may arrange the return using a carrier of their choice.
The customer is responsible for packaging the products appropriately to ensure that they are adequately protected during transport.
SARGADELOS shall not be responsible for loss or damage occurring during the transport of a return arranged directly by the customer.
5. Personalised Products
The right of withdrawal or return may not apply to products made to the customer's specifications or clearly personalised, in accordance with the exceptions provided for under applicable law.
6. Returns from Countries Outside the European Union
SARGADELOS accepts returns of orders shipped to countries outside the European Union within the general period of 30 calendar days from receipt of the order, subject to the conditions and exceptions set out in this Returns Policy.
The customer must contact SARGADELOS before making an international return in order to receive the necessary instructions.
Where the return is due to a change of mind:
- Return shipping costs shall be borne by the customer.
- The customer shall be responsible for correctly completing any documentation required for the return of the goods.
- Where applicable, the shipment must be clearly identified as “RETURNED GOODS” to facilitate customs processing.
- Any customs duties, taxes, fees, customs clearance charges, administrative fees or other costs resulting from an incorrect declaration or customs procedure attributable to the customer shall be borne by the customer.
SARGADELOS recommends that customers do not make an international return without first contacting our Customer Service team, as incorrect documentation may result in additional customs charges or delays in receiving the returned goods.
7. Damaged, Defective or Incorrect Products
If a product arrives damaged, is defective or does not correspond to the product ordered, the customer should contact SARGADELOS at:
The customer must provide the order number and, where reasonably necessary, photographs of the product and packaging to allow the issue to be assessed.
Where the issue is attributable to SARGADELOS or there is a lack of conformity covered by the statutory guarantee, SARGADELOS shall bear the shipping costs and any other costs for which it is legally responsible.
Such cases shall not be treated as voluntary change-of-mind returns.
8. Products Damaged During Transport
Where an order arrives broken or shows damage apparently caused during transport, we recommend notifying SARGADELOS as soon as possible and preferably within 48 hours of receipt.
Prompt notification facilitates the handling of the claim with the carrier.
The recommendation to report the incident within 48 hours does not limit any statutory rights available to the consumer.
9. Product Exchanges
Where the customer voluntarily requests an exchange of a product that is not defective and where there has been no error attributable to SARGADELOS, charges may apply for collecting the original product and shipping the replacement product.
The applicable cost will be communicated to the customer before the exchange is arranged.
If SARGADELOS offers a collection service at a fixed rate at that time, the customer must expressly accept the applicable amount before the exchange is processed.
10. Refunds
Once a return has been requested, SARGADELOS will issue the refund in accordance with the time limits and conditions established by applicable law.
SARGADELOS may withhold the refund until the returned products have been received or until the customer provides valid evidence that the products have been returned, as applicable under the relevant legislation.
Once the products have been received, SARGADELOS may check that they meet the conditions set out in this Returns Policy.
The refund will be made using the same payment method used for the original purchase, unless another method is expressly agreed and does not result in any additional cost to the customer.
Where required by law, the refund shall include the standard delivery costs originally paid by the customer.
However, SARGADELOS shall not be required to refund any additional costs resulting from the customer's voluntary choice of a delivery method that is more expensive than the least expensive standard delivery method offered by SARGADELOS.
Return shipping costs resulting from a change of mind will not be refunded.
11. International Orders and Original Customs Charges
For orders shipped outside the European Union, any customs duties, import duties, taxes, customs fees, clearance charges or administrative fees paid by the customer directly to customs authorities, the carrier or a customs broker are not amounts collected by SARGADELOS.
For this reason, such amounts cannot be refunded directly by SARGADELOS in the event of a return.
If the laws of the destination country allow the customer to request a refund of any such amounts, the customer shall be responsible for submitting the relevant claim directly to the competent authority or entity.
12. Contact
For any questions concerning a return, exchange or refund:
PORCELANA DE SARGADELOS S.L.
Email: tonline@sargadelos.com
Telephone: +34 982 557 841
For further information regarding international shipping, customs and import duties, please also refer to the Shipping Policy and Terms and Conditions of Sale available at www.sargadelos.com.