Returns and Withdrawal

Right of Withdrawal

At FactoryOficina we want you to clearly understand your rights and our returns policy. Here you will find the periods, conditions and procedures applicable to your purchases.

Where the statutory right of withdrawal applies, consumers may withdraw from the contract without having to give a reason. FactoryOficina extends the general period and provides 15 calendar days from receipt of the order to notify us of the withdrawal. Products manufactured or prepared according to individual customer specifications are subject to the specific conditions set out below.

Customised Products

Cancellation before delivery

New products manufactured or prepared according to specifications selected by the customer —such as dimensions, colours, finishes, upholstery, configurations or other individualised characteristics— are excluded from the statutory right of withdrawal in accordance with applicable legislation.

Nevertheless, FactoryOficina voluntarily allows these orders to be cancelled without charge during the 2 business days following confirmation of the order.

After this period: FactoryOficina may voluntarily accept a cancellation or return subject to a 30% reduction in the value of the product, together with the corresponding transport costs, as these items are manufactured or prepared specifically according to the customer's choices.
Order Receipt

Checking your delivery

We recommend checking the goods and their packaging at the time of delivery. If visible damage, knocks, breakages or defects are detected, it is advisable to record the incident on the delivery note before signing it.

To facilitate a claim with the carrier, we recommend notifying FactoryOficina of any incident, together with clear photographs of the product and packaging, preferably within 24 hours of delivery.

This recommendation helps us deal with transport damage more quickly and does not limit any statutory rights available to consumers.
Returns

Returning an order

Where the right of withdrawal applies, consumers have 15 calendar days from receipt of the order to notify us of their decision to return it, without having to provide a reason.

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    The direct cost of returning the goods shall be borne by the customer, except where FactoryOficina is legally required to bear those costs.
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    The product must be returned complete, suitably protected and with all original accessories and components.
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    The original packaging should be used whenever possible to ensure suitable protection during transport.
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    We recommend providing the order number or other proof allowing us to identify the purchase easily.
Handling of the goods: the consumer shall only be liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the product.
Procedure

Return procedure

To help us identify the order, arrange collection where applicable and provide the necessary instructions, we recommend contacting our customer service team before sending the product back.

Prior contact facilitates the logistics of the return but does not constitute an authorisation on which exercise of the statutory right of withdrawal depends.

Refunds

Refund period and method

Where the statutory right of withdrawal applies, FactoryOficina will make the refund without undue delay and, in any event, within 14 calendar days from the date on which it is informed of the consumer's decision to withdraw.

FactoryOficina may withhold the refund until the goods have been received or until the consumer provides evidence that they have been returned, whichever occurs first.

The refund will be made using the same payment method used for the original transaction, unless expressly agreed otherwise, without the consumer incurring costs as a result of the refund.
Customer Service

Resolution of issues

Our aim is to resolve any issue relating to a purchase directly, quickly and transparently. Customers may contact our customer service team through the channels listed on this page.

This is without prejudice to the consumer's right to contact the competent public consumer authorities or use any alternative dispute resolution mechanisms that may legally apply.

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