Right of withdrawal, exchanges and returns
The USER has a period of 15 calendar days from receipt of the order to request a return or exchange.
To exercise this right, the USER must first notify the PROVIDER by emailing shop@neudecoto.com or via WhatsApp at 608 790 966 , stating:
· Order number
· Personal details.
· Item or items to be returned or exchanged.
· Item or items requested in exchange.
· If no exchange for another item is requested, state whether you prefer a refund to the original payment method (2-5 business days) or a voucher with no expiry date.
Items returned without a prior return or exchange request will not be accepted.
For a return or exchange to be accepted, the item must be in the same condition as received: unused, unwashed, with its original labels, accessories, packaging and tags, and in perfect condition.
Once the request has been accepted, the PROVIDER will give the USER instructions for returning the item.
Returns will be handled by SEUR. You may choose home collection or drop the parcel off at a SEUR pick up point. https://www.seur.com/miseur/buscador-tiendas . We recommend using a SEUR pick up point, as this option will be faster.
The USER will receive instructions by email, including a label to attach to the parcel for the return. When dropping the parcel off at a SEUR pick up point, a QR code will be provided to show at the chosen point, with no need to attach a label to the parcel.
In all cases, the parcel must be securely closed.
Return costs
The return cost is:
· 0 € For orders of 95 € or more*
· 6 € When using a SEUR pick up point
· 7 € For home collection
This amount will be deducted from the total refund.
Original shipping charges, if any, are non-refundable.
*For orders that qualified for free shipping with a total of at least 95 €, if a partial return brings the final value of the items kept by the USER below 95 €, the USER will bear the return cost, which will be deducted from the refund.
If a partial return brings the final value of the items kept by the USER below 95 €, both the return cost and the original shipping cost waived on the original order will be deducted from the refund.
If, after a partial return, the value of the items kept by the USER remains equal to or above 95 €, the return will retain the conditions applicable to orders with free shipping.
In the event of a flaw, manufacturing defect or error attributable to Neu de Cotó, the PROVIDER will bear the return costs, provided that the USER has reported the issue beforehand and followed the instructions supplied.
Refund
Once the parcel has been received and the items checked to be in good condition, the PROVIDER will issue the refund through one of two options:
· A shopping voucher with no expiry date. This voucher is immediate, transferable (including by gift card), does not expire and can be used during sales.
· A refund to the same payment method used for the purchase: this will take 2 to 5 business days from receipt of the parcel and verification of its condition.
The refund will cover the returned items, less any applicable shipping and return costs.
The USER will receive a confirmation email once all checks are complete, confirming receipt and the start of the refund process.
The time it takes for the amount to appear in the USER’s account may vary depending on the payment method and bank.
Size, colour or item exchanges
If the USER wishes to exchange an item for a different size, colour or alternative item, they must contact the PROVIDER by emailing shop@neudecoto.com or via WhatsApp at 608 790 966, stating:
· Order number
· Personal details.
· Item or items to be returned or exchanged.
· Item or items requested in exchange.
To make an exchange, the USER must follow the same procedure as for a return. Once the item has been received and its condition checked, Neu de Cotó will send the requested replacement product, subject to availability.
The return cost:
· For the first exchange of an order with free shipping (order value of 95€ or more)*: 0 €
· 6 € When using a SEUR pick up point
· 7 € For home collection
*Second exchanges will incur the usual charge.
The cost of any new shipping must be added to these amounts, as for a normal new shipment.
If the exchange involves a price difference, it must be settled before the replacement item is sent or, where applicable, before the corresponding refund is issued.
Our team will contact you throughout the process, and you will receive confirmation emails.
Items that cannot be returned
For hygiene reasons, swimwear, underwear and similar products cannot be exchanged or returned if they have been used, handled or washed, their labels are missing or their original hygiene protection has been removed.
Returns will also not be accepted for items that are not in perfect condition or have been returned without following the procedure specified by the PROVIDER.
Sale items, promotions and last units
Unless expressly stated otherwise on the product page or during the relevant promotional campaign, sale items and items purchased during promotions are subject to the same general exchange and return conditions.
The PROVIDER may set specific conditions for particular campaigns, archive products, outlet items, last units or special promotions, provided that the USER is informed before completing the purchase.