RETURNS
HOW TO RETURN AN ONLINE ORDER?
Products purchased in our physical store on Calle Císter:
if the item has any type of defect or tare, a voucher will be returned for the amount of the product.
if it is a purchase in our online store, you have a legal withdrawal period of 14 days.
To start the process of returning an order, contact info@alfajar.es by mail indicating the reason for the return and your contact details (phone and mail).
In any case, in accordance with the exceptions to the right of return regulated in Royal Decree 1/2007, of November 16, Alfajar will not accept the return of personalized products. Personalized items cannot be returned unless they have a quality defect.
At national and European level, the customer must establish the contact for the return within 15 days.
The item must be unused and in the same condition that you received it with the original packaging. To complete your return, you must provide a purchase receipt or invoice.
You can return products that have not been personalized (names, dates, special texts). In the case of ceramics, it is very important to take into account the unique value of each piece made by hand. Each of the pieces has an individualized surface treatment, which means that when returning it and requesting another it is not exactly the same.
If you process your return within the first 15 days after receiving your order, the return costs and the amount of your purchase will be reimbursed within fourteen calendar days after receipt of the merchandise, using the same payment method used in the initial transaction and always subject to receipt of the merchandise in its original packaging and in perfect condition. On the contrary, if the return is made after 15 days from the date of purchase, the shipping costs will be borne by the customer, while the return of the purchase will be made in the same method and within the period previously established.
Once the returned item is received and inspected, we will send you an email to notify you that we have received the item. We will also notify you of the approval or rejection of the refund. If approved, your refund will be processed and a credit will automatically be applied to your credit card or original payment method.
We only replace items if they are faulty or damaged. If you need to exchange it for the same item, send us an email to info@alfajar.es to establish the conditions. It is very important to take into account the unique value of each piece made by hand. In the case of ceramics, each one of the pieces has an individualized surface treatment, which means that when returning it and requesting another it is not exactly the same.
Depending on whether we have the piece made or it has to be manufactured, the deadlines can vary from a few days to two weeks. Taking manufacturing and shipping into account, you can receive your order within approximately two weeks.
