Shipping, returns and cancellation policy.

Return policy

1. Cancellation of orders: the user may cancel an order before it is shipped by notifying the company via planetbasque@gmail.com or telephone 628 72 26 91. If the order has already been shipped, the user must follow the return process (see point 2).
2. Returning products: the user may return a product within 14 days of receiving it, provided that it is in its original, unused condition. The company will refund the price of the product within 14 days of receipt of the returned product. Shipping costs will not be refunded.
3. Return of defective products: in the event that the delivered product is defective, the user may request the return of the product within 14 days of receipt of the product. The company will collect the defective product and send a new one at no cost to the user.
4. Refund of services: services are non-refundable, unless otherwise specified in the specific conditions of each service.
5. Return procedure: to initiate the return process, the user must contact the company through the following channels planetbasque@gmail.com or telephone 628 72 26 91 and follow the instructions provided. The company reserves the right to refuse any return that does not comply with the conditions specified in this policy.
6. Applicable law: This return and cancellation policy is governed by Spanish law and any dispute arising in connection with this policy will be resolved in the Spanish courts.

Shipping and delivery policy

The company with the trade name Basqueplanet undertakes to ship the products purchased on our website within the time period indicated on each product page. Delivery times may vary depending on the location of the recipient and the availability of the product in our warehouse.

Shipping costs are indicated during the checkout process and vary depending on the recipient's location and the shipping option chosen.

Basqueplanet reserves the right to use different transport companies for shipments. Once the package is handed over to the transport company, we are not responsible for delays in delivery caused by third parties. However, we will do our best to ensure that the package is delivered on time.

If for any reason the package cannot be delivered, a notice will be left at the shipping address indicating that delivery has been attempted. The carrier will attempt delivery again within 48 hours. If the second delivery also fails, the package will be returned to our premises. In this case, we will contact the customer to offer the option of resending the package to another address or to refund the price of the product.

In the event that the package is delivered with visible damage to the packaging, this must be indicated on the carrier's delivery note at the time of receipt of the package and you must contact us within 24 hours to inform us of the incident. Any complaint after this period will not be accepted.

It is important that the recipient checks the condition of the package and the products at the time of delivery. If the products received do not correspond to the products purchased or if the package is damaged, the recipient must inform us immediately so that we can initiate the necessary procedures.

If the recipient is not available at the time of delivery, the carrier will leave a notice and the package will be held at the carrier's office for a limited period of time before being returned to our premises.
Finally, we would like to remind you that the delivery times indicated on our website are approximate and may vary due to causes beyond our control, such as delays in the transport company or logistical problems. In any case, we will do everything possible to minimise delays and ensure delivery of the products in the shortest possible time.

Withdrawal Policy

1. Right of withdrawal:

The customer has the right to withdraw from this contract within 14 calendar days without giving any reason. The withdrawal period shall expire 14 calendar days after the day on which you or a third party other than the carrier and indicated by you acquires the material possession of the goods.

2. Procedure for exercising the Right of Withdrawal:

To exercise your right of withdrawal, you must notify us by e-mail of your decision to withdraw from the contract by means of an unequivocal statement (e.g. a letter sent by post or e-mail). You may use the model withdrawal form at the end of this document, although its use is not compulsory.

In order to comply with the withdrawal period, it is sufficient that the communication concerning your exercise of this right is sent before the expiry of the withdrawal period.

3. Effects of Withdrawal:

In the event of withdrawal by you, we will reimburse to you all payments received from you, including the costs of delivery (with the exception of the additional costs resulting from your choice of a mode of delivery other than the least expensive mode of standard delivery offered by us) without undue delay and in any event not later than 14 calendar days from the date on which we are informed of your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment used by you for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any costs as a result of the reimbursement.

We may withhold reimbursement until we have received the goods, or until you have provided proof of return of the goods, whichever condition is met first.

You must return or deliver the goods directly to us at our address without undue delay and in any event not later than 14 calendar days from the date on which you communicate your decision to withdraw from the contract to us. The deadline shall be deemed to have been met if you return the goods before the expiry of that period.

You shall bear the direct cost of returning the goods. You shall be liable for any diminished value of the goods resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

4. Exceptions to the Right of Withdrawal:

The right of withdrawal shall not apply to:

• The provision of goods made to the specifications of the consumer and user or clearly personalised.
• The provision of goods that are likely to deteriorate or expire quickly.
• The provision of goods which after delivery and taking into account their nature have become indissolubly mixed with other goods.

5. Model Cancellation Form:

Attn. [Name of the shop, postal address and, if available, telephone number and e-mail address]:

I/We hereby inform you that I/we withdraw from my/our contract of sale of the following good/provision of the following service:

• Ordered on date/received on date:
• Name(s) of the consumer(s) and user(s):
• Domicile of the consumer and user(s):
• Signature of the consumer and user(s) (only if this form is submitted on paper):
• Date: