Refund policy
1. Scope
This policy governs returns of products purchased at iamnue.com and applies to those who qualify as consumers under Spanish Royal Legislative Decree 1/2007 of 16 November, approving the consolidated text of the General Law for the Defence of Consumers and Users.
2. Applicable regime by destination
The clauses concerning the right of withdrawal apply as follows:
a) Orders shipped within the European Union. The statutory withdrawal regime set out in Royal Legislative Decree 1/2007 applies, on the terms described in the following clauses.
b) Orders shipped outside the European Union. IAMNUE voluntarily extends an equivalent right of return, under the same conditions as to time limits and condition of the goods, with the following particularities:
i. The delivery costs of the original order will not be refunded and shall in all cases be borne by the customer.
ii. Return shipping costs shall likewise be borne by the customer, in accordance with clause 8.
iii. Customs duties and import taxes paid at destination are not refundable, in accordance with clause 15.
The provisions of this section are without prejudice to any mandatory rights granted by the consumer protection law of the customer's country of residence.
3. Right of withdrawal
You have a period of fourteen (14) calendar days to withdraw from the contract without giving any reason and without incurring any penalty.
The exercise of this right is not subject to prior acceptance by IAMNUE, nor does it require any justification.
4. Calculation of the period
The period begins on the day on which you, or a third party indicated by you other than the carrier, acquires physical possession of the goods.
Where an order comprises several items delivered separately, the period is calculated from receipt of the last of them.
5. Exercise of the right
To exercise the right of withdrawal you must notify us by means of an unequivocal statement, addressed to customercare@iamnue.com or to the postal address set out in clause 6.
You may use the form annexed to this policy for that purpose, although its use is not mandatory.
In order to expedite processing, we ask that you notify us of your decision before dispatching the parcel. This request is purely organisational and in no way conditions the exercise of your right.
To meet the deadline, it is sufficient that your communication be sent before the period expires.
6. Return of the goods
Once you have notified your withdrawal, you must send the goods back to us without undue delay and, in any event, within a maximum of fourteen (14) calendar days from that notification.
Returns must be sent to:
IAMNUE
Doctor Fleming 24, bajo
15005 A Coruña
Spain
We recommend using a tracked service and retaining your proof of postage. IAMNUE shall not be liable for parcels lost during return transit where dispatch cannot be evidenced.
7. Condition of the goods
You may examine and try on the goods in the same way as you would in a physical store.
You will, however, be liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning. In such cases IAMNUE may apply a proportionate reduction to the amount refunded, which will be communicated to you with reasons.
For processing purposes, goods must retain their original tags and be returned in their original packaging.
8. Return shipping costs
The direct costs of returning the goods shall be borne by the customer, for both domestic and international shipments.
This information is provided prior to contracting for the purposes of Article 108.1 of Royal Legislative Decree 1/2007.
9. Refunds
IAMNUE will refund all payments received from you, including the standard delivery costs of the original order where section 2.a) applies, without undue delay and, in any event, within a maximum of fourteen (14) calendar days from the date on which we are informed of your decision to withdraw.
IAMNUE may withhold the refund until it has received the goods back, or until you supply evidence of having sent them back, whichever occurs first.
The refund will be issued using the same means of payment used for the initial transaction, at no cost to you. Should that payment method be unavailable or expired, we will contact you to agree an alternative.
Where you have expressly selected a delivery option other than the least expensive standard option offered by IAMNUE, the additional costs arising from that choice will not be refunded.
The time taken for the credit to appear in your account depends on the issuer of the payment method and is beyond IAMNUE's control.
10. Partial returns
Where withdrawal concerns only part of the products in an order, the refund shall cover the value of the returned products.
In orders that benefited from a free shipping promotion subject to a minimum order value, a partial return that brings the order below that threshold shall entitle IAMNUE to deduct from the refund the shipping cost that would otherwise have applied.
Where a discount conditional upon the joint purchase of several products has been applied, the refund shall be calculated on the price actually paid for the returned products, once the promotion has been recalculated.
11. Faulty, damaged or incorrect goods
Please inspect your order upon receipt. If any product is faulty, has been damaged in transit or does not correspond to the item ordered, you must notify us at customercare@iamnue.com as soon as possible, attaching photographs where feasible.
In such cases IAMNUE will bear all return shipping costs and will, at your choice, replace the product or refund the full amount paid, including delivery costs.
12. Legal guarantee of conformity
Independently of the right of withdrawal, products sold by IAMNUE are subject to the legal guarantee of conformity for a period of three (3) years from delivery, in accordance with Articles 114 et seq. of Royal Legislative Decree 1/2007.
In the event of a lack of conformity, you are entitled to have the goods brought into conformity by repair or replacement and, where this proves impossible or disproportionate, to a price reduction or to termination of the contract.
To invoke this guarantee, please write to customercare@iamnue.com stating your order number and the nature of the defect.
13. Exceptions to the right of withdrawal
In accordance with Article 103 of Royal Legislative Decree 1/2007, the right of withdrawal does not apply to:
a) Goods made to the customer's specifications or clearly personalised.
b) Sealed goods which are not suitable for return for health protection or hygiene reasons, where they have been unsealed after delivery.
c) Gift cards.
It is expressly stated that products on sale or subject to promotion are covered by the right of withdrawal on exactly the same terms as the rest of the catalogue.
14. Exchanges
IAMNUE does not process direct product exchanges. To obtain a different item, you must exercise your right of withdrawal in respect of the item received and place a new order.
15. Orders shipped outside the European Union
Customs duties and import taxes paid at destination are not refundable by IAMNUE, as they are not collected by it. Any recovery of such amounts must be pursued with the competent customs authority in accordance with the legislation of the country of destination.
Return shipping costs from territories outside the European Union shall likewise be borne by the customer.
16. Returns dispatched after the deadline
Shipments dispatched after expiry of the period set out in clause 6, or which do not meet the conditions set out in clause 7, may be rejected. The date shown on the proof of dispatch shall be determinative for these purposes.
In such cases we will notify you and the goods will be held at your disposal for reshipment, the costs of which shall be borne by you.
17. Customer care and complaints
For any query relating to returns you may contact us at customercare@iamnue.com. We handle requests on business days.
Notwithstanding the foregoing, you retain the right to lodge a complaint with the competent consumer protection authorities.
Annex · Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract)
To IAMNUE
Doctor Fleming 24, bajo · 15005 A Coruña · Spain
customercare@iamnue.com
I hereby give notice that I withdraw from my contract of sale of the following goods:
Product(s) .................................................
Order number ...............................................
Order date .................................................
Date received ..............................................
Consumer name ..............................................
Consumer address ...........................................
Signature (only if submitted on paper) .....................
Date .......................................................