Right of cancellation

The customer is entitled to cancel the purchase within a period of 14 calendar days without the need for justification. To do this, it will be necessary for the customer or a third party as indicated by the latter, other than the transport company, to notify its clear decision to return the product. This communication may be performed by accessing the website www.latiendademetrodemadrid.com, as a registered customer. After clicking on your purchase order history, select the product in question, state the reason for the return and press “Return product”.

You may also exercise your right of cancellation by notifying Metro de Madrid at the following address:

Metro de Madrid S.A.

Servicio de Logística y Almacén, La Tienda de Metro de Madrid

c/ Néctar s/n

28022 Madrid

 

You may use the standard cancellation form that appears as an “Annex” to the present terms and conditions, although its use is not obligatory.

The period for cancellation expires 14 calendar days after the time that the customer, or a third party as indicated by the latter, other than the transport company, took material possession of the goods. In the event that the goods that comprise the order are delivered separately, the period for cancellation expires 14 calendar days after the time that the customer, or a third party as indicated by the latter, other than the transport company, took material possession of the last item of these goods.

Once the decision to return the product is notified, the customer must send the product, together with the original packaging and labelling and proof of purchase. You will have a period of another 14 days as from the date on which your decision was notified to the vendor to make the return shipment.

The article(s) to be returned must be sent to the following address:

Metro de Madrid S.A.

Servicio de Logística y Almacén, La Tienda de Metro de Madrid

c/ Néctar s/n

28022 Madrid

 

Once the shipment has been received and it has been verified that the product is in the same conditions as upon delivery, the vendor will settle repayment, within a period of 14 days, using the same method that the purchaser used to make the initial payment.

The vendor shall not settle repayment if the products are not in the same conditions as upon delivery or have been used aside from simply opening the product.

Neither will the return of the following products be accepted (except in the case of a defect):

- Personalised products

- Objects requested on demand.

- Damaged goods.

Consequences of the cancellation

In the event of cancellation, all of the payments received will be repaid to the customer, including delivery costs, without undue delay and, at any event, at the latest 14 calendar days from the date on which the product was received. We will proceed to make repayment using the same method of payment employed by the customer in the initial transaction. No expenses will be for the account of the customer as a result of the refund. Notwithstanding the foregoing, repayment may be delayed until such time as the goods are received or until proof of their return has been substantiated, whichever takes place first.

At any event, the customer must assume the direct cost of returning the goods.

Return of defective or incorrect products

If, at the time of delivery, the customer visibly and clearly realises, without the need to open the shipment packaging or the product packaging, that the product is defective caused by damage in transportation or realises a mistake has been made in the merchandise delivered, the customer should state this on the delivery note and communicate this to the vendor, through the web form available in their purchase order history. The time limit for initiating the return of the affected product(s) and accordingly, the replacement with a new product or the reimbursement of the price paid is 24 hours as from the delivery of the order.

Similarly, defects caused during transportation that are only seen after having unpacked the product should be notified in the first 24 hours as from the delivery of the order in the form indicated above, stating the order number, the damage caused to the product and insisting on the return of the product affected and accordingly, the replacement with a new product or the reimbursement of the price paid for the same. In this case, the vendor will instigate the process to collect the order.

Subsequently, the vendor will examine the product and notify the customer as to whether they are entitled to return it.

The return or replacement of the article will be carried out as soon as possible and, at any event, within 30 days from the date on which the vendor sent an electronic mail confirming that it would proceed to the return or the replacement of the affected article.

Logistics costs for the return of products

The vendor will assume the logistics costs associated with returned products in those cases of a mistake in the product ordered, a defect in the product that is duly substantiated and for damage caused during transportation.

For other returns, the logistics costs of said return will be for the account of the customer.