Refund policy
Return Due to Customer Withdrawal
You have a period of 15 calendar days to return or exchange an item from the date of receipt. The online store's liability for non-conformity of the product will be governed by the provisions of Articles 114 and following of Royal Legislative Decree 1/2007, of November 16, approving the revised text of the General Law for the Defense of Consumers and Users.
According to Royal Legislative Decree 1/2007, of November 16, approving the revised text of the General Law for the Defense of Consumers and Users and other complementary laws, you have the right to withdraw from your purchase, without any penalty and without providing reasons, within fifteen business days from the receipt of the order.
This right can only be exercised if the product has not been altered, opened, modified, or used. The product must retain its original packaging and be in perfect condition.
If the product shows signs of use, a refund will not be issued, and the product will be returned to the customer.
However, the right of withdrawal does not apply in the following cases:
- Products that have been made according to the customer's specifications or are clearly personalized.
If the product you wish to return is not within these exceptions, you must contact us via email at info@electricas-chimeneas.es and include in your email:
Subject: Withdrawal Order Number
Body:
Your personal information:
Full Name
Contact Phone
If you paid by card, the money will be refunded to the card. If you paid via bank transfer, please provide an account number in the email where the refund can be deposited.
The return shipment must be made in the same box we sent, or if not available, in packaging of similar characteristics to ensure the product is returned in perfect condition. The packaging must be properly sealed and free of tears, cuts, or damage. The customer will bear the return shipping costs. You may use the courier of your choice or request us to send our courier for a more economical option. Any damage caused by defective packaging during the return will be the customer's responsibility.
Palletized and strapped packages must be returned in the same manner.
We will process the refund within a maximum of 15 days from the receipt of the return package.
Important: We will refund the amount paid for the products, not for shipping costs. The shipping and return cost, depending on the weight and non-refundable to the customer, is reflected in the following table (valid for shipments to the Peninsula; shipments to the Balearic Islands will have an extra €40 per weight bracket):
0-20 Kg - €30
20-40 Kg - €60
40-100 Kg - €100
>100 Kg - €150
Return for Defective or Wrong Product
Before shipping any package, we carefully check that the order is correct and that the products are in perfect condition. If the order arrives with a factory defect or is incorrect, you can exchange it for another or return it, and you must notify us within 48 hours of receiving the order. To do this, send us an email to info@electricas-chimeneas.es with the following details:
Subject: Defective Product Order Number
Body:
Product Details:
Name and Brand:
Describe the defect or error:
Your personal information:
Full Name:
Contact Phone:
Do you wish to exchange or return it?
Return for Product Damaged During Transport
At Mystflame SL, we have a very low incidence of transport issues, but as in any online store, they can occur.
To proceed with a return of a product damaged during transport, it is essential to comply with one of these requirements:
Sign the delivery note, accept the product to check its condition, but leave a note on the delivery note indicating that the package shows defects and the product may be broken.
Do not sign the delivery note or accept the product delivery.
Open the package immediately in front of the courier, and if it is broken, do not accept delivery. This is the ideal solution, but sometimes the courier will not allow time to do this, or it may not be possible at that moment, in which case you can choose one of the other two options.
Insurance companies are not responsible for any order accepted without a note on the delivery note indicating that the shipment may be broken. If this is not noted on the delivery note, the order may have been damaged during handling by the customer, and in that case, the return cannot be processed for this reason.
Ideally, these checks should be carried out within the first 24 hours after receiving the goods. Transport companies have agreements with their insurers, which only accept claims within the first 48 hours after receipt.
After these 48 hours following delivery, Mystflame SL is not responsible for transport-related damages, and the customer must bear the repair or replacement costs if the incident was not reported within the first 48 hours to info@electricas-chimeneas.es.
The email should include:
1. Order reference.
2. Customer's full name.
3. Damaged product.
4. Several photos of the damage.
5. Photos showing the courier label clearly.
6. Photos of the packaging damage.