POLICY FOR ONLINE PURCHASE RETURNS (WITHDRAWAL OF CONTRACT)
(For information on returns for On Demand products, please continue to the end of the page.)
If you are not completely satisfied with your purchase, we are here to help.
If you wish to return an order you have 14 days to inform us. This period will expire 14 days from the day you received your order. You can notify us of your wish to withdraw from the contract by email (hello@elmodernogallery.com) or by phone (+34 911 488 926).
In case of withdrawal by you, we will make the refund no later than 14 calendar days from the date on which we are informed of your decision to withdraw from this contract. We will proceed to carry out such refund using the same means of payment that you used for the initial transaction; in any case, you will not incur any costs as a result of the refund.
We may withhold reimbursement until we have received the goods, or until proof of return of the goods has been provided, whichever condition is met first. You must return or hand over the goods directly to us at the latest within 14 calendar days from the date on which you inform us of your decision to withdraw from the contract. The deadline shall be deemed to have been met if you return the goods before the end of this period.
Please note that you will be liable for any diminution in value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
In the following sections you will find the specific procedure for the different cases of returns.
IMPORTANT INFORMATION:
- Products must be returned in their original condition and packaging. This means they must have all original labels, show no signs of use, must not be assembled, and the packaging material must be intact.
- If you are returning an order over €75, consider using a certified service with tracking code and shipping insurance. We cannot guarantee that we will receive the package you send.
CASE 1. NOT WHAT I EXPECTED
Pack the products you want to return and send them to the address you will find at the end of this page. Email us at hello@elmodernogallery.com with your order number and the shipping reference from the postal service. Remember that you are responsible for ensuring that the products arrive in perfect condition back to our store.
Products must be returned the same condition as you received them.
They must be in their original packaging, with the seal unopened, with tags, showing no signs of use, and without having been assembled.
Please note that you will be liable for any diminution in value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Please note that the return shipping costs (unless due to factory defects) are the responsibility of the customer as stated in the LGCU.
Once we receive the merchandise in our store, we will proceed to check its condition. If your return is approved, the refund will be processed via bank transfer within 14 calendar days from the date of receipt.
We may withhold reimbursement until we have received the goods, or until proof of return of the goods has been provided, whichever condition is met first. You must return or hand over the goods directly to us at the latest within 14 calendar days from the date on which you inform us of your decision to withdraw from the contract.
CASE 2. NOT THE PRODUCT I CHOSE
If you have received a product different from what you ordered, please contact us at hello@elmodernogallery.com, and we will make sure to send you the correct one as soon as possible, at no additional cost.
We will send you an email with instructions and a return label for the incorrect product.
Products must be returned the same condition as you received them.
They must be in their original packaging, with the seal unopened, with tags, showing no signs of use, and without having been assembled.
Please note that you will be liable for any diminution in value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
CASE 3. PRODUCT HAS FACTORY DEFECT
If any product received has a manufacturing defect, please contact us at hello@elmodernogallery.com, attaching photos/videos that clearly show the problem. If there is indeed a factory defect, we will make sure to send you a replacement product at no additional cost.
If you do not want a replacement, we will refund the product price via bank transfer within 14 calendar days from receiving the product.
You will need to return the defective product to our store. Email us at hello@elmodernogallery.com with your order number and the shipping reference from the postal service.
CASE 4. RETURNS FOR PRODUCTS DAMAGED DURING SHIPPING
If your order arrived damaged or broken due to mishandling by the transport company, you have 48 hours to contact us at hello@elmodernogallery.com, attaching photos/videos that clearly show the problem. We will make sure to send you a replacement product at no additional cost.
If you do not want a replacement, we will refund the product price via bank transfer within 14 calendar days from receiving the product.
Depending on their condition, we may need you to return the damaged products to our store. Email us at hello@elmodernogallery.com with your order number and the shipping reference from the postal service.
CASE 5. IN-STORE RETURNS
You can return your order directly to the store.
Deliver the product or products you want to return to our physical store, and we will process the return online at that time. (The time for the return to appear in your account will depend on your bank.)
Products must be returned the same condition as you received them.
They must be in their original packaging, with the seal unopened, with tags, showing no signs of use, and without having been assembled.
Please note that you will be liable for any diminution in value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
CASE 6. RETURNS FOR ON DEMAND PRODUCTS
On Demand products cannot be returned.
If an On Demand product received has a manufacturing defect, please contact us at hello@elmodernogallery.com, attaching photos/videos that clearly show the problem. If there is indeed a factory defect, we will make sure to send you a replacement product at no additional cost.
If you do not want a replacement, we will refund the product price via bank transfer within 14 calendar days from receiving the product.
We will provide you with a return label for the defective product.
NEED MORE INFORMATION
Do you have questions about our Return Policy? Write to us at hello@elmodernogallery.com.
RETURN SHIPPING ADDRESS:
EL MODERNO GALLERY / RETURNS
Calle de la Cava Baja, 47
28005 Madrid
SPAIN
