RETURN POLICY
This website is operated by TP16 HYPERSCALE, S.L., a Spanish limited liability company, registered in Spain under tax identification number (NIF) B26688663.
RETURNS:
In accordance with the law, you have a legal period of 14 days to exercise your right of withdrawal. After this 14-day period, we unfortunately will no longer be able to accept returns.
In order to be eligible for a return, your item must meet the following conditions:
- Unused and in new condition
- The product must be returned in a clean and intact condition, allowing it to be resold. It may have been unpacked and reasonably handled in order to check its nature and proper functioning, as would be possible in a physical store.
- Includes all original parts
- Returned within the prescribed time limit
To complete your return, we require a receipt or proof of purchase. Please do not send your purchase back to the manufacturer.
In certain cases, only partial refunds are granted:
- Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error.
- Any item returned more than 15 days after delivery.
REFUND:
Once your return has been received and inspected, we will send you an email to notify you that we have received your returned item. We will also inform you whether your refund has been approved or rejected.
If it is approved, your refund will be processed within a maximum of 14 days after receipt of the returned product, using the same payment method that was used for the purchase.
LATE OR MISSING REFUND:
If you have not yet received your refund, please first check your bank account again. Then contact your credit card company, as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is completed.
If you have done all of this and you still have not received your refund, please contact us at the following address:
- support@grande-peluche.com
FAILURE TO COLLECT AT PICK-UP POINT:
If the parcel is not collected from the pick-up point within the allotted time:
If the parcel is returned to us, we may offer either a reshipment of the product or a refund, minus the return shipping costs and the original shipping costs.
If the parcel is lost or destroyed by the carrier or pick-up point due to failure to collect by the customer, an investigation will be opened with the carrier.
Depending on the outcome of this investigation and the responsibilities established, a commercial solution may be offered (reshipment or partial or full refund).
EXCHANGE:
We only replace items that are initially defective or damaged. If you need to exchange your item for the same product, please email us at:
- support@grande-peluche.com
GIFTS:
If the person who purchased the gift had the order sent to themselves in order to give it to you later, the refund will be sent to them and they will therefore know that you have returned the gift.
RETURN SHIPPING:
To make a return, please contact our customer service first to receive the necessary instructions. The return address will be provided after your request has been approved, as our logistics centers may vary depending on the country of delivery.
Return shipping costs are the responsibility of the customer, except in the case of an obvious error on our part or a defective product.
Depending on where you live, the delivery time for your exchanged product may vary.
We recommend using a tracked shipping service or purchasing shipping insurance. The customer is responsible for the return shipment until it is actually received by our services.