Refund policy
LE MARSHAND™ RETURNS POLICY
RIGHT OF WITHDRAWAL AND RIGHT OF RETURN
The right of withdrawal is the customer’s right to cancel the concluded contract by notifying LE MARSHAND™ within the legally established period, without the need to provide any justification and without any penalty, in accordance with Article 68 of Royal Legislative Decree 1/2007 of 16 November, approving the consolidated text of the General Law for the Protection of Consumers and Users.
If the customer receives an item they consider to be defective, they may request its return for repair or replacement.
In general, all items purchased either through the LE MARSHAND™ online store or at its physical points of sale may be returned, whether by exercising the right of withdrawal or due to a perceived defect.
Exception:
The right of withdrawal does not apply to items made according to the customer’s specifications or clearly personalized (for example, engravings, made-to-measure pieces, or personalized special editions).
HOW TO INITIATE A RETURN
To request a return, the customer must send an email to info@lemarshand.com including the following information:
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Order number
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Order date
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Customer’s full name
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Contact phone number
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Specific item(s) to be returned (in case of multiple-item orders)
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Reason for the return, if due to a defect
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Selected option:
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Refund via the same payment method used for the purchase
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Exchange for another item (specifying the desired replacement item)
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Within a maximum of 48 business hours from receipt of the request, and provided there are no issues with the submitted information, LE MARSHAND™ will confirm approval of the return by email. From that moment, the customer may proceed with shipping the item.
HOW TO PREPARE THE RETURN SHIPMENT
Returned items must:
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Be in perfect condition, with no signs of use, alteration, or damage
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Be returned in their complete original packaging, including box, case, and any accessories
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Be properly protected to prevent damage during transport
No specific withdrawal form is required. A copy of the order or, alternatively, a handwritten note with the previously emailed details is sufficient.
The customer may choose their preferred shipping method. Return shipping costs are borne by the customer, except in cases of defective products or errors attributable to LE MARSHAND™.
If the item is defective or the return is due to an error by LE MARSHAND™, LE MARSHAND™ will cover the return shipping costs.
All returns must be sent to the following address:
LE MARSHAND™
Carrer d’Antoni Maria Alcover, 2, Local 27
07181 Puerto Portals
Balearic Islands
Spain
Once the item has been received, LE MARSHAND™ will confirm receipt by email.
LE MARSHAND shall not be held responsible for any loss or misplacement of the return package during transit.
RETURN PERIOD
The right of withdrawal or return must be exercised within fourteen (14) calendar days from the day following receipt of the order.
Returns outside this period will not be accepted.
Exceptionally, and only if a reasonable cause is duly proven, LE MARSHAND™ may issue a voucher for an exchange. In such cases, no refund will be made.
The return shipment must be sent within 14 calendar days from the approval of the return request, and the tracking number must be provided once the parcel has been dispatched.
If the item is not shipped within this timeframe, the return will be automatically closed and cannot be reopened.
REFUND OR EXCHANGE OF RETURNED ITEMS
Refund
Once the condition of the returned item has been verified, the refund will be issued using the same payment method used for the purchase, as soon as possible and in any case within 14 calendar days from receipt of the item by LE MARSHAND™.
If the requirements set out in the previous section are met, LE MARSHAND will send the customer an email confirming acceptance of the return and will proceed to refund the amount corresponding to the returned products using the same payment method used for the purchase.
The customer shall bear the direct cost of returning the product. Furthermore, LE MARSHAND™ reserves the right to deduct from the amount to be refunded any costs arising from international returns, including, but not limited to, non-refundable original shipping costs, return shipping costs, re-import costs, customs duties, taxes, customs clearance fees, storage charges, carrier handling fees, and any other additional costs incurred as a result of the return or the customer’s refusal to accept the shipment or to pay the applicable import duties and taxes.
Original shipping costs will only be refunded in cases where the products received are defective or incorrect.
If the item is not returned in perfect condition, is missing original components, or shows signs of use, LE MARSHAND™ reserves the right to withhold the refund or issue a partial refund. The customer will be informed accordingly.
Failed Delivery & Returned Shipments
Customers are responsible for providing a complete and accurate shipping address at checkout.
If an order cannot be delivered due to reasons attributable to the customer, including but not limited to:
- an incorrect or incomplete shipping address;
- refusal to accept the parcel;
- failure to collect the parcel from a pickup point within the carrier’s specified timeframe; or
- repeated unsuccessful delivery attempts caused by the customer,
the shipment may be returned to LE MARSHAND.
In such cases, LE MARSHAND reserves the right to deduct from any refund all shipping costs incurred, including the original shipping costs (where applicable), return shipping charges, customs fees, duties, taxes, and any other costs charged by the carrier.
Should the customer wish to have the order reshipped, additional shipping charges may apply.
LE MARSHAND shall not be held responsible for delivery delays or failed deliveries resulting from inaccurate information provided by the customer. However, LE MARSHAND remains responsible for the shipment until it has been delivered to the customer in accordance with applicable consumer protection laws.
Gifts
If a gifted item is returned, a voucher valid for one year from the date of issue will be provided.
Exchanges
If the customer opts for an exchange, LE MARSHAND™ will send the replacement item within 14 calendar days of receiving the returned product, covering the cost of the new shipment.
If the customer prefers not to choose a replacement item at that time, a voucher valid for one year will be issued.
Defective items
In the event of a defect or damage, LE MARSHAND™ will repair or replace the item and resend it within 14 calendar days, covering all shipping costs.