Refund policy
Last updated: 15 October 2026
1. 30-day satisfaction guarantee
We want you to be happy with your purchase. You have 30 calendar days from the day you receive your order to return it without giving any reason. This extends the 14-day statutory right of withdrawal.
2. How to return an item
- Email us at holasoportee00@gmail.com with your order number and the items you want to return. You may also use the withdrawal form at the end of this policy (its use is optional).
- We will reply within 48 business hours with the return address and instructions.
- Send the item within 14 days of telling us about the return, in its original packaging if possible and with all its parts (plaque and discs).
Please do not send any return without contacting us first: the return address may differ from our registered address and unauthorised parcels may be lost.
3. Refunds
We will refund 100% of the amount paid for the returned items, including any original shipping costs, within 14 days of you telling us about the return. We may withhold the refund until we have received the item or you have sent us proof of shipping, whichever is earlier. The refund will be made using the same payment method you used, at no extra cost to you.
Return shipping costs: the cost of sending the item back to us is paid by the customer, unless the item arrived faulty, damaged or not as ordered; in that case we cover it.
If the item is returned used or damaged beyond what is necessary to check its nature and functioning, we may deduct the corresponding loss in value from the refund, as permitted by law.
4. Faulty, damaged or wrong items
If your order arrives damaged, faulty or is not what you ordered, email us with your order number and a photo of the problem. We will send you a new item or refund you, as you prefer, at no cost to you.
5. Legal guarantee
In addition to our satisfaction guarantee, all products are covered by the legal guarantee of conformity: 3 years for consumers in Spain, at least 2 years in the rest of the European Union, or whatever the law of your country provides. This policy does not affect that guarantee.
6. Shipping protection
Shipping protection is an optional service provided at the time of shipping. Once the order has shipped, it is not refundable on its own, unless you return the whole order within the first 14 days, in which case we will also refund it. See the shipping protection terms in our Shipping Policy.
7. Cancellations
You can cancel your order free of charge as long as it has not shipped by emailing holasoportee00@gmail.com. If it has already shipped, it will be handled as a return.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: Ricardo Tarrida Fernández (XmasVibe), Avinguda del Masnou 10, 08905 L'Hospitalet de Llobregat (Barcelona), Spain. Email: holasoportee00@gmail.com
I hereby give notice that I withdraw from my contract of sale of the following goods: ____________
Ordered on / received on: ____________
Order number: ____________
Name of consumer: ____________
Address of consumer: ____________
Signature of consumer (only if this form is notified on paper): ____________
Date: ____________