Refund policy

Returns and Refunds Policy

Last updated: 26 September 2026

In short: you have 14 calendar days from the day you receive your order to return it. Returns within Spain are free: GLS collects the parcel from your home. We refund you using the same payment method within 14 days at the latest.

1. Return period

You can return your order within 14 calendar days from the day you, or the person you designated, receive it.

  • First 14 calendar days: your right of withdrawal. This is a right granted to you by law. You can return the product without giving any reason, and you may examine it as you would in a physical shop. Only if you have used it beyond what is necessary to try it out (for example, wearing it out and about, washing it or damaging it) may we deduct the loss in value of the product from your refund.

2. How to make a return

  1. Let us know. Use the contact form on our website or email us at fracaz.es@gmail.com with the subject “Return”, your order number and the products you want to return. If you prefer, you can use the model withdrawal form at the end of our Terms of Service.
  2. We confirm receipt of your request by email and send you the instructions.
  3. Pack the parcel. Keep the product in its original packaging or, if that is not possible, in a box that protects it well.
  4. Hand it over to GLS. For orders shipped within Spain, GLS will collect it from the address you give us, at no cost to you.
  5. We receive and inspect the product and refund your money.

Letting us know before you send the parcel allows us to identify your return and arrange the free collection. To meet the deadline, it is enough to tell us your decision before the period ends and hand the product over within the following 14 calendar days.

3. Cost of returns

  • Orders shipped within Spain (mainland, Balearic Islands, Canary Islands, Ceuta and Melilla): free returns. We arrange collection with GLS at your home or at the address you give us.
  • Orders shipped outside Spain: we will tell you how to send the product back to us. In this case, the direct cost of the return is borne by you.
  • Defective, damaged or incorrect products: returns are always free, whatever the destination.

Returns address: FRACAZ, C. Roble, 93, 40140 Valverde del Majano, Segovia, Spain.

4. Refunds

  • We will refund the amount paid for the returned products, including the original shipping costs (except for any additional cost if you chose a delivery method more expensive than standard delivery).
  • We will do so without undue delay and, at the latest, within 14 calendar days of the day you inform us of your decision to return the order. We may withhold the refund until we have received the product, or until you have shown us proof that you have sent it.
  • We will use the same payment method you used for the purchase, unless we expressly agree otherwise. The refund will not cost you anything.
  • If you used a discount code, you will be refunded the amount you actually paid.

Once the refund has been issued, your bank may take a few days to show it in your account. If more than 10 days have passed since we confirmed your refund and you still can’t see it, please email us.

5. Exchanges

As our products are released in limited editions, we do not offer direct exchanges. If you would like a different product or colour, return the item (free within Spain) and place a new order for the item you want, subject to availability.

6. Defective, damaged or incorrect products

Please check your order when you receive it. If the product is defective, arrived damaged or is not what you ordered, email us as soon as possible at fracaz.es@gmail.com with your order number and photos of the product and the packaging. We will cover all costs, and you can choose between repair or replacement of the product and, where applicable by law, a price reduction or a refund.

7. Exceptions

The right of withdrawal does not apply to products made to your specifications or clearly personalised, should we ever offer them. This does not affect your legal guarantee if the product is defective.

8. Contact

For any questions about returns: fracaz.es@gmail.com or +34 684 261 617 (Monday to Friday, 4:00 pm to 9:00 pm, Spanish time).