Refund policy

Right of withdrawal

If you are entering into a contract as a consumer and user, you have the right to withdraw from this contract within 14 calendar days without giving any reason.

The withdrawal period will expire 14 calendar days from the day you or a third party on your behalf, other than the carrier, indicate that the material goods possession was acquired, In the event the goods in your order are delivered separately, it will be 14 calendar days from the day on which you or a third party on your behalf, other than the carrier, indicate that the last item of those material goods possession was acquired.

To exercise the right of withdrawal, you must notify BANOFFEE, by email at atencion_cliente@banoffeebcn.com and include the order number, item, reason for the return, your contact information, and your decision to withdraw from the contract by means of a clear statement (e.g. a letter sent by post or e-mail). You may use the sample withdrawal form at the end of these Conditions, but its use is not required. To comply with the withdrawal period, it is sufficient that the communication concerning your exercise of this right is sent before the expiration of the respective withdrawal period.

Consequences of withdrawal

In the event of your withdrawal, we will refund all payments received from you, including the delivery costs to the initial delivery address (with the exception of the additional costs resulting from your choice of a delivery type other than the least expensive type of standard delivery offered by us) without any undue delay and in any event, that it is not later than 14 calendar days from the date on which we are informed of your decision to withdraw from this contract (and once we have received the goods).

In the case of jewelry, we will carry out the said refund using the same payment method used for the initial transaction, unless you instruct us otherwise, expressly detailing the means of payment by which you wish us to carry out the refund. You will not incur any charges as a result of the refund. Notwithstanding the foregoing, we may withhold the refund until we have received the returned goods or until you have provided proof of return of the goods, whichever occurs first.

In the case of non-personalized textile items and bags (excluding customized products), we will issue you a personalized credit card for the full amount of the purchase, with no expiration date, that you can redeem on our website or in our physical shop.

You must return or deliver the products directly to us at our shop in Barcelona at Calle Marià Cubí 155, or request the return through out website, by delivery person/courier, without undue delay and, in any case, within a maximum period of 14 calendar days from the date on which you informed us of your decision to withdraw from the contract. The term will be considered fulfilled if you return the goods before the expiration of this period. Once the period of 14 calendar days has lapsed without Banoffee being in receipt of the goods you wish to return, you will lose the right to a refund.

Unless you return the articles to our shops at Marià Cubí, 155 or CC L'Illa Diagonal, you must assume the direct cost of returning the goods.

You will be responsible for the resulting diminished value of any handling other than that which is necessary to establish the nature, characteristics and function of the articles.

Exceptions and specific circumstances

You will have no right of withdrawal when receiving personalized items. This includes: any accessory in which the customer chooses the exact customization (including jewelry and other accessories such as vanity cases, bags, suitcases, cases, computer cases, mobile phone straps, and any others that offer this option). This also includes shirts and garments made to order for each customer.

Your right to withdraw from the contract will exclusively apply to those items that are returned in the same condition in which you received them. No refund will be given for items that have been used beyond the mere opening, products that are not in the same condition as they were delivered or that have sustained any damage. Therefore, you should be careful with the product(s) while they are in your possession. Please return the item(s) using or including all original packaging, instructions and any accompanying documents. Returns can be made at our Marià Cubí shop.

Returns by delivery person/courier:

You must contact us via our return request form so that we can organize the pickup from your home address. You must return the goods in the same package that you received them, following the instructions that you will find in the "RETURNS" section of this website. The cost of this service is 6€.

In the event you do not wish to return the products through any of the above options, you will be responsible for the return costs. Please note that if you choose to return the goods to us as collect on delivery, we will be authorized to charge you for any costs we may incur.

After examining the item, we will inform you whether you are entitled to a refund of the amounts paid by the same payment method or by credit card (depending on the type of item). The refund will be made as soon as possible, and in any event, within 14 days of the date on which you informed us of your intention to withdraw. However, we may withhold the refund until we receive the returned goods, or until you have provided proof of return of the goods, whichever condition is met first. The refund will always be made by the same payment method you used to make the purchase.

You will bear the cost and risk of returning the goods to us, as indicated above. If you have any questions, please contact us by email at info@banoffeebcn.com.

Please note that following the delivery of the order, in the event of exercising the legal or contractual right of withdrawal and when you are the one who organizes the transport of the order, as this service is not being provided by us, we will not be able to assume the risk on the return package as its related causes are not attributable to Banoffee.

Likewise, remember that you will be responsible for the content of the return package when using any of the return options offered by Banoffee. If the content in the return package is defective, not attributable to Banoffee, we will be authorized to charge you for the respective costs when managing the return of the package to your attention is possible.

This is under all circumstances, except as set forth in the rights and actions recognized by the current legislation.

Example/withdrawal form

Withdrawal form (you only need to complete and send in this form when you wish to withdraw from the contract)

A/A. BANOFFEE BCN - MATA PAULO s.l. with its domicile at Maria Cubi 155 08021 - Barcelona (Spain) and email atencion_cliente@banoffeebcn.com

I hereby inform you that I withdraw from my sales contract of the following good:

Order no.:/Received on:

Consumer's name:

Consumer's address:

Signature of the consumer (For paper submission only)

Date:
(Delete where not applicable)