Refund policy

 

At Fluxenna, we are committed to technical excellence and customer satisfaction. That is why we offer a withdrawal policy that goes beyond the legal minimum for our standard products, while keeping full protection over our personalised creations.

1. Period for Exercising the Right of Withdrawal

You have a period of 30 calendar days from the date on which you, or a third party indicated by you (other than the carrier), take physical possession of the product to withdraw from the contract without giving any reason.
For the withdrawal to be valid, you must notify us of your decision unequivocally by sending an email to info@fluxenna.com within that period.


2. Personalised and Made-to-Measure Products

In accordance with Article 103, section c) of Royal Legislative Decree 1/2007 (TRLGDCU), the right of withdrawal will NOT apply to contracts for the supply of goods made to the consumer's specifications or clearly personalised.


At Fluxenna, this includes, but is not limited to:

  • Items made on demand: Any object produced from files, sketches or ideas provided entirely by the customer.
  • Catalogue designs with modifications: Products that have been personalised with names, texts, dates, images or changes to specific dimensions and colours requested by the user.
  • Technical engineering components: Spare parts or tools made to the customer's particular technical specifications.
  • Items made in more than one part: Withdrawals and refunds are not accepted for items that, because of their size, are made in more than 1 part and assembled afterwards.


Critical note: Once production of a personalised item has started, the sale is final and no return or refund will be accepted, except for a verified manufacturing defect.


3. Conditions for Returning Standard Products

Returns will only be accepted for products from our catalogue sold in standard format (without personalisation). The requirements are strict:

  • Condition: The product must be in the same condition in which it was received, with no signs of use, and with all its labels and accessories.
  • Packaging: The original packaging must be kept intact and protected. Returns of items damaged by insufficient packaging on the return journey will not be accepted.
  • Proof of purchase: The receipt or invoice must be enclosed.


4. Refunds

The refund will be processed under the following financial and legal rules:

  • Amount: We will refund the price of the product and the initial shipping costs (equivalent to our cheapest standard delivery rate).
  • Processing time: The refund will be made within 14 calendar days from when you inform us of your decision to withdraw.
  • Right of retention: However, in accordance with Art. 107.3 of the TRLGDCU, Fluxenna will withhold the refund until it has physically received the product at our premises or until you provide reliable proof of return (carrier's receipt with tracking number), whichever happens first.
  • Method: The same means of payment used for the original purchase will be used, at no additional cost to you.


5. Return Logistics Costs

Except in the case of a defective product or an administrative error by Fluxenna, the consumer will bear the direct costs of returning the goods