Refund policy

RETURNS, RIGHT OF WITHDRAWAL AND REFUNDS POLICY

Last updated: 15 September 2026

1. CONTACT

For any enquiries relating to returns, withdrawal, defective products or refunds, you can contact:

MYSTFLAME S.L.

NIF: B10872422

Registered office:
Calle Gretel Ammann Martinez, 12, Piso 5, Puerta 9
08020 Barcelona
Spain

Email:
info@electricas-chimeneas.es

Telephone:
+34 688 452 885

2. LEGAL RIGHT OF WITHDRAWAL

Consumers have the right to withdraw from a distance purchase within 14 calendar days from receipt of the product, without having to provide a reason.

To exercise this right, the customer must notify their decision to withdraw before the expiry of this period by sending a message to info@electricas-chimeneas.es with the following information:

- Order number.
- Customer's first and last name.
- Product the customer wishes to return.
- Order receipt date.
- Confirmation that the customer wishes to exercise the right of withdrawal.

Once the decision to withdraw has been communicated, the customer must return the product without undue delay and, in any event, within 14 calendar days following the notification of withdrawal.

The exercise of the right of withdrawal cannot be conditional on the product remaining unopened or unexamined. The customer may handle the product only to the extent necessary to establish its nature, characteristics and functioning. The customer may be liable for any diminished value of the product resulting from handling beyond what is necessary to establish these characteristics.

3. 30-DAY COMMERCIAL RETURN PERIOD

In addition to the legal right of withdrawal, MYSTFLAME S.L. offers a commercial period of 30 calendar days from receipt of the product to request a return.

This commercial period applies provided that the product:

- Has not been installed or used.
- Is kept in suitable condition for resale.
- Includes all accessories and components.
- Is returned, whenever possible, in its original packaging.
- Includes proof of purchase or the order number.

The 30-day commercial return period does not limit or replace the consumer's legal rights, including the 14-day legal right of withdrawal and rights relating to lack of conformity of the product.

4. RETURN PROCEDURE

Before sending any product, the customer must request the return by writing to info@electricas-chimeneas.es.

It is not recommended to send products without first contacting MYSTFLAME S.L. and receiving the return instructions.

Returns must be sent to the following address:

RETURN ADDRESS:
[ENTER THE ACTUAL RETURN ADDRESS]

The customer must package the product appropriately to prevent damage during transport. Products that were delivered on a pallet or strapped must be returned with equivalent protection when necessary.

5. RETURN COSTS

In the event of exercising the legal right of withdrawal, the customer shall bear the direct costs of the return when they have been informed of these costs in advance, unless MYSTFLAME S.L. has expressly stated otherwise.

In the event of a defective, incorrect or non-conforming product, MYSTFLAME S.L. shall bear the reasonable costs of the return and resolution of the issue.

For commercial returns requested within the 30-day period, the direct return costs shall be borne by the customer.

When the customer requests MYSTFLAME S.L. to arrange collection through a transport company, the applicable cost will be communicated before the collection is confirmed.

For shipments to mainland Spain, the applicable collection costs according to weight are:

- Up to 20 kg: €30
- More than 20 kg and up to 40 kg: €60
- More than 40 kg and up to 100 kg: €100
- More than 100 kg: €150

For shipments to the Balearic Islands, a surcharge of €40 per leg will be added where applicable.

Return costs applicable to other destinations will be communicated to the customer before arranging the return.

6. DEFECTIVE, INCORRECT OR NON-CONFORMING PRODUCTS

If the product has a defect, does not correspond to the order or does not meet the applicable conformity requirements, the customer must contact MYSTFLAME S.L. at info@electricas-chimeneas.es.

To facilitate the handling of the issue, the customer may include:

- Order number.
- First and last name.
- Product name and brand.
- Description of the defect or issue.
- Photographs of the product, where necessary.
- Contact telephone number.
- Preference between repair, replacement, price reduction or termination of the contract, where applicable in accordance with the applicable legislation.

Reporting the issue as soon as possible facilitates its handling, but no internal reporting period shall limit the consumer's legal rights in relation to a lack of conformity of the product.

7. PRODUCTS DAMAGED DURING TRANSPORT

The customer should inspect the package and product upon receipt. If visible damage is observed, it is recommended to record it on the delivery note and take photographs of the packaging, the carrier's label and the product.

If the damage is not apparent at the time of delivery, the customer must notify MYSTFLAME S.L. as soon as possible at info@electricas-chimeneas.es, providing:

- Order number.
- First and last name.
- Affected product.
- Photographs of the product damage.
- Photographs of the packaging damage.
- Photographs of the carrier's label.

The absence of a note on the delivery document or notification after delivery shall not, in itself, eliminate any legal rights to which the consumer may be entitled.

8. EXCEPTIONS

The right of withdrawal shall not apply in the cases provided for by applicable legislation, including products made to the customer's specifications or clearly personalised products, where applicable.

Legal exceptions shall apply only where they are applicable to the specific product and shall not affect the consumer's legal rights in the event of lack of conformity.

Products purchased at a discount or on promotion retain the applicable legal rights.

9. EXCHANGES

MYSTFLAME S.L. will process product exchanges where possible and subject to available stock.

When a direct exchange is not possible, the customer may return the product in accordance with this policy and place a new order for the desired product, without prejudice to their legal rights.

10. REFUNDS

Once the return has been received and inspected, we will inform the customer whether the refund has been approved.

In the event of legal withdrawal, MYSTFLAME S.L. will refund the applicable amounts without undue delay and within the periods established by applicable legislation. The refund will be made using the same payment method used by the customer, unless expressly agreed otherwise.

The refund may be withheld until MYSTFLAME S.L. has received the product or until the customer provides proof of having returned it, whichever occurs first.

In the event of legal withdrawal, the cost of the standard delivery method chosen by the customer will be refunded. Additional costs resulting from choosing a more expensive delivery method than the standard method will not be refunded.

For commercial returns made outside the legal right of withdrawal, the amount paid for the product accepted for return will be refunded in accordance with the conditions of this policy. Shipping and return costs will be handled as indicated in the relevant section.

Refund processing times may vary depending on the bank or the issuer of the payment method used.

11. POLICY UPDATES

MYSTFLAME S.L. may update this Returns, Right of Withdrawal and Refunds Policy whenever necessary to adapt it to legal, technical or business-related changes.