Refund policy

 

At Fluxenna, we are committed to technical excellence and customer satisfaction. Therefore, we offer an extended cancellation policy beyond the legal minimum for our standard products, while maintaining full protection for our custom creations.

1. Period for Exercising the Right of Cancellation

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), acquires physical possession of the product to cancel the contract without providing any justification. For the cancellation to be valid, you must notify us of your decision unequivocally by sending an email to info@fluxenna.com within this period.

2. Personalised and Custom-Made Products

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

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

  • On-demand manufactured pieces: Any object materialised 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 alterations in specific dimensions and colours requested by the user.
  • Technical engineering components: Spare parts or tools manufactured following the customer's particular technical specifications.

Critical Note: Once production of a personalised item has begun, the sale is final and no return or refund will be accepted, except in cases of proven manufacturing defects.

3. Conditions for Returning Standard Products

Only returns of products from our catalogue sold in standard format (without personalisation) will be accepted. The requirements are strict:

  • Condition: The product must be in the same condition as received, with no signs of use, including all labels and accessories.
  • Packaging: The original packaging must be kept intact and protected. Returns of items damaged due to insufficient packaging on the return journey will not be accepted.
  • Proof of purchase: It is mandatory to attach the receipt or invoice.

4. Refunds

Refunds 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 standard most economical delivery rate).
  • Execution Period: The period for processing the refund is 14 calendar days from the date you inform us of your decision to cancel.
  • Right of Retention: However, pursuant to Art. 107.3 of the TRLGDCU, Fluxenna will withhold the refund until the product has been physically received at our facilities or until you present conclusive proof of return (carrier receipt with tracking number), whichever occurs first.
  • Method: The same payment method used for the initial purchase will be used, without generating additional costs for you.

5. Reverse Logistics Costs

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