Returns Policy
When the User purchases products on or through the Website, they are entitled to a number of rights, as set out and described below:
In accordance with consumer protection regulations, the User, as a consumer and user, has the right to withdraw from the purchase made on the Website within 14 calendar days without the need to provide any justification.
This withdrawal period will expire after 14 calendar days from the date on which the User or a third party authorised by them, other than the carrier, takes material possession of the goods purchased on the ZALLO Website. If the items ordered are delivered separately, the withdrawal period will expire 14 calendar days after the day the User or a third party authorised by them, other than the carrier, takes possession of the last of those goods. In the case of a service contract, the period expires 14 calendar days from the date of conclusion of the contract.
To exercise the right of withdrawal, the User must notify ZALLO of their decision. This may be done via the contact channels provided on the Website.
Regardless of the method used to communicate the decision, the User must clearly and unequivocally express their intention to withdraw from the purchase contract. The User may use the withdrawal form template provided by ZALLO as an annex to these Terms, although its use is not mandatory.
To comply with the withdrawal deadline, it is sufficient for the communication expressing the decision to withdraw to be sent before the expiry of the relevant period.
In the event of withdrawal, ZALLO shall refund all payments received from the User, including delivery costs (except for any additional costs arising from the User’s choice of a delivery method other than the least expensive option offered on the Website), without undue delay and in any case no later than 14 calendar days from the date on which ZALLO is informed of the User’s decision to withdraw.
The refund will be made using the same payment method the User employed for the initial transaction. This refund will not incur any additional cost to the User. However, ZALLO may withhold the refund until it has received the goods or until the User provides proof of return, whichever occurs first.
The User may return or send the goods to the following address:
Polígono de Landabaso s/n, 48370, Bermeo, Bizkaia, Spain
This must be done without undue delay and in any event no later than 14 calendar days from the date ZALLO was informed of the decision to withdraw.
The User acknowledges that they shall bear the direct cost of returning the goods (transportation, delivery), if applicable. Furthermore, they shall be liable for any diminished value of the products resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
The User is also aware of the exceptions to the right of withdrawal as set out in Article 103 of Royal Legislative Decree 1/2007, of 16 November, approving the revised text of the General Law for the Defence of Consumers and Users. These include, but are not limited to: personalised products; perishable or rapidly expiring goods; unsealed CDs/DVDs; and goods sealed for hygiene or health protection reasons which have been unsealed after delivery.
This also applies to any services contracted by the User through the Website. The aforementioned Law stipulates that the right of withdrawal does not apply once the service has been fully performed, or when performance has begun with the express consent of the consumer and acknowledgement that they lose the right of withdrawal once the contract is fully executed.
No refunds will be issued for products that have been used beyond the mere opening of the item, products not in the same condition as delivered, or those that have been damaged after delivery.
All products must be returned with their original packaging, manuals and any other accompanying documentation, along with a copy of the purchase invoice.
The Model Withdrawal Form may be downloaded from the following link: https://drive.google.com/file/d/17fcuYhyehc51zf7X4S92lnnb4K9qwONR/view?usp=sharing.
Return of Defective Products or Delivery Errors
This section applies in all cases where the User considers that, upon delivery, the product does not conform to the contract or to their order. In such cases, the User must contact ZALLO immediately and report the issue (defect/error) via the same contact channels provided in the previous section (Right of Withdrawal).
The User will then be instructed on how to return the product. Once returned, the product will be examined, and the User will be informed within a reasonable period whether a refund or replacement is applicable.
The refund or replacement of the product will be carried out as soon as possible, and in any case within 14 calendar days from the date on which ZALLO confirms via email that the refund or replacement of the non-conforming product is appropriate.
The full purchase price of any returned product due to a genuine defect will be refunded, including any applicable delivery costs and return shipping expenses incurred by the User. The refund will be made using the same payment method originally used by the User for the transaction.
In all cases, the rights recognised under the applicable consumer protection laws in force at the time will prevail.
