Refund Policy

Last updated: 12 December 2025

1. Your Right to Cancel

In accordance with EU consumer protection law, you have the right to cancel your order and receive a full refund within 14 days of receiving your products, without providing a reason.

2. How to Cancel

To exercise your right of cancellation, you must inform us of your decision by:

  • Sending an email to [email protected]
  • Calling us at +34 647 919 247
  • Sending written notice to our address: Askatasun Kalea, 14, 01002 Vitoria-Gasteiz, Spain

Please include your order number and the products you wish to return.

3. Returning Products

You have 14 days from the day you inform us of your cancellation to return the products. You must:

  • Return products in their original condition
  • Include all original packaging, tags, and accessories
  • Not have damaged, marked, or written in the books
  • Bear the direct cost of returning the products

We recommend using a trackable delivery service and retaining proof of postage.

4. Refund Processing

Once we receive and inspect your returned products, we will:

  • Confirm receipt by email
  • Process your refund within 14 days
  • Refund using the same payment method you used for purchase
  • Deduct any reduction in value if products are handled beyond what is necessary to establish their nature and characteristics

5. Exceptions

The right of cancellation does not apply to:

  • Personalised or custom-made products
  • Products sealed for hygiene reasons that have been opened
  • Digital content that has been downloaded or accessed
  • Services that have been fully performed with your prior consent

6. Damaged or Defective Products

If you receive damaged or defective products:

  • Contact us immediately (within 48 hours of receipt)
  • Provide photographic evidence of the damage
  • We will arrange collection at no cost to you
  • We will provide a full refund or replacement, including original delivery costs

7. Wrong Item Received

If you receive the wrong product, contact us immediately. We will:

  • Arrange collection of the incorrect item at no cost to you
  • Send the correct product immediately
  • Cover all associated costs

8. In-Store Purchases

For products purchased in our physical store:

  • You may return unopened books within 14 days with your receipt
  • Refunds will be issued in the original payment method
  • Store credit may be offered as an alternative

9. Services

For our personalised services (book bundles, consultations, library design):

  • You may cancel up to 24 hours before your scheduled appointment without charge
  • Cancellations within 24 hours may incur a 50% fee
  • No-shows will be charged the full service fee
  • For completed services, refunds are at our discretion

10. Partial Refunds

Partial refunds may be granted in cases of:

  • Products returned after the 14-day period
  • Products not in original condition
  • Products with missing parts or accessories

11. Non-Refundable Items

The following are non-refundable:

  • Gift cards
  • Charitable donations
  • Event tickets
  • Items marked as final sale

12. Contact Us

For questions about returns or refunds:
Email: [email protected]
Phone: +34 647 919 247
Address: Askatasun Kalea, 14, 01002 Vitoria-Gasteiz, Araba, Spain