RETURNS

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 shall be governed by the provisions of Articles 114 and following of the Royal Legislative Decree 1/2007, of November 16, which approves the revised text of the General Law for the Protection of Consumers and Users.

In accordance with the provisions of Royal Legislative Decree 1/2007, of November 16, which approves the revised text of the General Law for the Protection 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 working days from the receipt of the order.

This right may 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 having been used, no refund will be issued, and the product will be returned to the customer.

However, the right of withdrawal shall 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 included in 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 Number
If you paid by card, the money will be refunded to the card. If you paid via bank transfer, you must provide a bank account number in the email where the refund can be deposited.

The return shipment must be made in the same box we sent you or, if not available, in a package of similar characteristics to ensure the product is returned in perfect condition. The packaging must be properly sealed and free of tears, cuts, or damages. The customer must bear the return shipping costs. You can send it via the courier of your choice or request us to send our courier to pick it up for a more economical option. The responsibility for any damage caused by defective packaging during the return lies with the customer.

Items shipped on pallets and strapped must be returned in the same manner.

We will process the refund within a maximum of 15 days from the date we receive the return package.

Important: we will refund the amount paid for the products, but not the shipping costs. The return shipping cost depends on the weight and dimensions of the item. If you wish, we can provide you with the available shipping options at the time of return to send the item back to our warehouse in Spain. You can ship it with any courier of your choice or request our courier service to collect it, which is usually a more economical option.

Return Due to Defective or Incorrect Product

Before sending any package, we thoroughly check that the order is correct and that the products are in perfect condition. If, despite this, the order arrives with a factory defect or is incorrect, you may exchange it for another product 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 information:

Subject: Defective Product Order Number

Body:
Product details:
Name and brand:
What error or defect does it have:
Your personal information:
Full name:
Contact phone number:
Do you wish to exchange it or return it?

Return Due to Product Damaged During Transport
At Mystflame SL, we have a very small percentage of transport incidents, but, as in any online store, we are not exempt from them.

To proceed with the return of a product damaged during transport, it is essential that one of the following requirements is met:

Sign the delivery note, accept the product to check its condition, but leave a note on the delivery note stating that you notice defects in the package and that the product may be broken.

Do not sign the delivery note or accept the product delivery.

Open the package immediately in front of the carrier, and if it is broken, do not accept the delivery. This is the ideal solution, but sometimes the carrier will not allow you enough time to do this or it may not be possible at that moment, so you may choose either of the other two options.

Insurance companies are not responsible for any order collected without a note on the delivery note indicating that the shipment may be damaged. If this note does not appear on the delivery note, the order may have been damaged by the customer during handling, 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 conditions with their insurers, which only accept claims within the first 48 hours after receipt.

After 48 hours from delivery, Mystflame SL is not responsible for damage caused during transport, and the customer must bear the cost of repair or replacement if the incident was not reported within the first 48 hours after receiving the goods to info@electricas-chimeneas.es.

The email must include:

1. Order reference.
2. Customer’s full name.
3. Damaged product.
4. Several photos of the damages.
5. Photos clearly showing the carrier’s label.
6. Photos of the damaged packaging.