Refund policy

FINAL SALE – MEGA OUTLET

Items included in the MegaOutlet section are final sale and do not accept exchanges or returns, even if the same products are available in other sections of the website.

Returns will only be accepted in the event of a manufacturing defect or fault.

ALL OTHER SECTIONS – REST OF THE YEAR

We want your shopping experience to be perfect. That’s why you have 14 calendar days to request an exchange or return, except for personalised, customised or made-to-measure items, which cannot be exchanged or returned unless there is a manufacturing defect.

RIGHT OF WITHDRAWAL

If you are purchasing as a consumer and user, you have the right to withdraw from this contract within 14 calendar days, without the need to provide any justification.

The withdrawal period will expire 14 calendar days from the day on which you or a third party indicated by you (other than the carrier) acquires physical possession of the goods. If the order is delivered in several shipments, the period will expire 14 calendar days after receipt of the last item.

HOW TO EXERCISE YOUR RIGHT OF WITHDRAWAL

To exercise your right of withdrawal, you must notify BANOFFEE BCN by email at atencion_cliente@banoffeebcn.com, clearly stating:

  • Order number
  • Item(s) to be returned
  • Reason for the return
  • Contact details

You may use the withdrawal form included at the end of this policy, although this is not mandatory.

To meet the withdrawal deadline, it is sufficient that your communication is sent before the 14-day period expires.

CONSEQUENCES OF WITHDRAWAL

If you withdraw from the contract, we will refund all payments received from you, including delivery costs to the original shipping address (except for any additional costs resulting from choosing a delivery method other than the least expensive standard option offered by us).

Refunds will be issued without undue delay and no later than 14 calendar days from the date we are informed of your decision, once the goods have been received.

We may withhold the refund until we have received the returned goods or until proof of return has been provided, whichever occurs first.

REFUND METHOD BY PRODUCT CATEGORY

Jewellery (excluding customised jewellery) & Ready-to-Wear (clothing)

  • Refunds will be issued using the same payment method used for the original transaction, unless you expressly request an alternative method.
  • No additional fees will be charged.

Optional Gift Card refund:
You may choose to receive your refund as a Banoffee BCN Gift Card, including an extra €10 bonus.

Conditions:

  • This option does not apply to purchases made with gift cards, gift vouchers or gift receipts.
  • Gift cards have no expiry date.
  • Gift cards are valid online and in Banoffee BCN physical stores.
  • Gift card refunds cannot be exchanged for cash.

Textile items, bags, suitcases, jewellery boxes, cases or pouches (non-personalised)

Refunds for these items will be issued exclusively as Banoffee BCN store credit, for the full purchase amount, with no expiry date, redeemable online or in-store.

NON-RETURNABLE ITEMS

Returns and exchanges will not be accepted for:

  • Personalised or customised products
  • Made-to-measure garments
  • Outlet or Special Prices items
  • Bikinis or swimsuits without the hygienic sticker
  • Earrings, for hygiene reasons

HOW TO RETURN YOUR ORDER

You may return your items:

  • In person at our Barcelona stores:
    • C/ Calvet, 23
    • CC L’Illa Diagonal
  • By requesting a courier return via our website

Returns must be made within 14 calendar days from the date you notify us of your decision to withdraw.

If the returned items are not received within this period, the right to a refund will be lost.

Unless the return is made in-store, return shipping costs must be assumed by the customer.

INTERNATIONAL ORDERS (OUTSIDE SPAIN)

For orders placed outside Spain, all returns must be arranged directly by the customer.

  • The customer must choose the courier or shipping company.
  • All return shipping costs are fully assumed by the customer.
  • The customer assumes full responsibility for the shipment until it is received at our facilities, including any loss, damage or delay during transport.

Banoffee BCN will not be responsible for international returns that are lost, damaged or delayed during transit.

COURIER RETURNS ARRANGED BY BANOFFEE BCN

If you wish to return your order using a courier arranged by Banoffee BCN, please contact us at atencion_cliente@banoffeebcn.com.

Conditions:

  • Items must be returned in their original packaging.
  • The cost of this service is €6.
  • Returns sent with unpaid delivery charges may be rejected or the cost deducted from the refund.

CONDITION OF RETURNED ITEMS

Items must be returned in the same condition as received.

Any handling beyond what is necessary to verify the nature, characteristics and functioning of the item may result in a reduction of the refund amount.

Please ensure that all original packaging, labels, instructions and documentation are included.

LEGAL NOTICE

This policy does not affect any rights granted to consumers under applicable law.

WITHDRAWAL FORM (OPTIONAL)

(Only complete and submit this form if you wish to withdraw from the contract)

To:
BANOFFEE BCN – MATA PAULO S.L.
Carrer Aribau 230–240, 6A
08006 Barcelona (Spain)
Email: atencion_cliente@banoffeebcn.com

I hereby inform you that I withdraw from my contract of sale of the following goods:

  • Order number:
  • Received on:
  • Customer name:
  • Customer address:
  • Signature (only if submitted on paper):
  • Date:

(Delete as appropriate)