Returns & Refunds — RAYFER

Our commercial returns window is 30 calendar days after receipt. This policy does not limit statutory rights.

Starting a return

Contact soporte@somosduermezen.com with your order number or proof of purchase. Include the reason for a commercial return and photographs when relevant to a defect. Contact us before sending an item so we can provide the appropriate return address and instructions. This procedure does not make statutory withdrawal subject to discretionary approval.

Commercial return conditions

For our commercial 30-day policy, items should be in the condition received, with original packaging and tags where reasonably possible. These commercial conditions do not override statutory rights.

Damaged, faulty or incorrect items

Inspect your delivery and contact us promptly if an item is damaged, faulty or incorrect. We may request photographs or other information to investigate and arrange an appropriate remedy. Your statutory rights for non-conforming goods remain unaffected.

Exceptions and exchanges

Exceptions apply only where permitted by law, such as genuinely personalised goods. An ordinary iPhone case is not automatically excluded because it has been opened. Sale and Black Friday items are not automatically excluded from statutory returns or withdrawal rights. We do not offer direct exchanges: request a return where eligible and place a new order.

EU statutory withdrawal

Where EU consumer law applies, you may notify us of withdrawal within 14 calendar days after delivery, without giving a reason, subject to statutory exceptions. After notifying withdrawal, return the goods within the statutory return period. You may inspect goods as you would in a shop; handling beyond what is necessary may result in a deduction for diminished value where lawful.

Return costs

Responsibility for return costs depends on the reason and applicable law. For commercial returns, we will explain any proposed costs before you send the item. For statutory withdrawal, you bear direct return costs only where you were properly informed before purchase and applicable law permits it. Rights relating to faulty, damaged or incorrect goods are unaffected.

Refunds

Commercial returns are inspected and we notify you of the outcome. Refunds use the original payment method unless another method is expressly agreed and legally permitted. Statutory withdrawal refunds, including standard outbound delivery where required, are made within the applicable legal deadline. Where permitted, we may withhold a withdrawal refund until goods or evidence of return are received. Bank processing times vary. Contact us if a confirmed refund has not arrived.