Returns policy – Tienda Galería Colecciones Reales

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Returns policy

At the Royal Collections Gallery Shop, we want you to be completely satisfied with your purchase. If for any reason you are not satisfied with your order, we offer you our return policy:

Return period

• You have 30 calendar days from the receipt of your order to request a return.

• After this period, we will not be able to accept returns.

Conditions

• The product must be in the same condition as it was delivered, unused, unwashed, and with its original packaging and labels.

• Returns of personalized or hygiene products, or those that by their nature cannot be returned, will not be accepted.

• Proof of purchase or order number must be provided.

Return costs

The shipping costs for the return are borne by the customer, unless the reason is an error on the part of The Royal Palace of Madrid Shop or a defective product.
In case of a defective product or error, we will cover all return and replacement costs.

Refunds

Once we receive and inspect the product, we will send you a confirmation email.
The refund will be issued to the same payment method used for the purchase, within a maximum of 7 to 10 business days.

Exchanges

If you wish to exchange for another product or size, you must first process the return and then place a new order.

How to request a return?

Write to us at online.tiendapalacioreal@palaciosymuseos.com indicating your order number and the reason for the return.
We will send you instructions on how to ship the item back.

Terms & Conditions

Welcome to the Madrid Royal Palace Shop . By accessing and using our website https://tienda.museoreinasofia.es/ and making a purchase, you agree to comply with the following Terms and Conditions. We recommend that you read them carefully before placing an order.

1. General Information

This website is managed by Palacios y Museos , with registered address at C/ Raimundo Fernández Villaverde, 61 7D 28003 Madrid .
If you have any questions, you can contact us at info@palaciosymuseos.com .

2. Use of the Website

Access to our online store is free and open, although the use of certain services may require registration.
The client agrees to make proper use of the website and not to engage in illegal or fraudulent activities.

3. Purchase Process

To make a purchase, you must select the products, add them to the cart, and complete the payment process.
Upon confirming your order, you will receive an email with the purchase confirmation and shipping details.
We reserve the right to cancel orders in case of errors in published prices, lack of stock, or misuse of the platform.

4. Prices and Payments

All prices will be billed in Euros (€) even if the contents of your shopping cart are displayed in your local currency. Payment will be processed in Euros at the most up-to-date exchange rate and includes VAT (where applicable according to current regulations).
Accepted payment methods will be indicated during the purchase process .
For shipments outside the European Union, tariffs, taxes and customs fees will be the responsibility of the customer.

5. Shipping and Delivery

Shipping scope: We ship nationally and internationally.
Delivery times: Delivery times may vary depending on the destination. Once your order is confirmed, you will receive an email with tracking information.
Shipping costs : Shipping costs will be calculated and displayed before you complete your purchase.

Shipments outside the European Union

Orders shipped to countries outside the European Union may be subject to tariffs, taxes and customs fees in the destination country.
These amounts are not included in the product price or the shipping costs indicated in the store.
Any additional charges arising from customs procedures will be borne by the buyer/customer , who will be responsible for paying them to the relevant authorities.
We are not responsible for delays caused by customs clearance processes.

6. Returns and Right of Withdrawal

The customer has 30 calendar days from receipt of the order to request a return, except for personalized products or products that are not allowed for hygiene reasons (e.g., jewelry, underwear, etc.).
Products must be returned in perfect condition, unused and in their original packaging.
Return shipping costs will be borne by the customer, except in cases of error or factory defect.
Once the return is received , the amount will be refunded using the same payment method used.

7. Warranty

All our products come with a 2-year legal guarantee against manufacturing defects.
The warranty does not cover damage caused by misuse, normal wear and tear, or improper handling.

8. Responsibility

We are not responsible for damages resulting from the misuse of products purchased in the store.
We reserve the right to modify the Terms and Conditions at any time, without prejudice to the rights acquired by the customer.

9. Data Protection

The personal information provided will be treated in accordance with our Privacy Policy , available on the website.
The client guarantees that the data provided is truthful and undertakes to keep it updated.

10. Applicable Legislation

These Terms and Conditions are governed by current Spanish and European legislation.
In case of conflict, the parties will submit to the courts and tribunals of Madrid, Spain , unless otherwise provided by consumer protection regulations.