Refund policy

Returns and Refunds Policy

We want you to be satisfied with your purchase. Below you will find our policy on returns, exchanges and refunds.

General returns

We accept return requests within 30 days of receiving the order, subject to the exceptions set out in this policy.

To be eligible for a return, the item must be substantially in the same condition in which it was received and must not have been used beyond what is necessary to establish its nature, characteristics or functioning.

Whenever possible, it should retain its tags and original packaging.

We may also request the receipt, order number or other proof of purchase.

To start a return request, use our customer portal:

https://account.eldiariodebenito.com/

Do not send any item before starting a return request and receiving the relevant instructions.

Once the request has been approved, we will tell you how and where to send the product.

Return costs

Unless the product is defective, damaged or incorrect, or applicable law provides otherwise, the customer is responsible for the direct cost of returning the product.

Return shipping costs are non-refundable.

When a return is due to a defective, damaged or incorrectly supplied product, we will cover the applicable costs in accordance with applicable law.

Damage, defects or incorrect orders

Please inspect your order when you receive it.

If the item is defective or damaged, contains a printing error, or you receive a product other than the one ordered, contact us as soon as possible through our customer portal.

We may request photographs of the product and packaging to assess the issue.

Where appropriate, we will offer a replacement, reprint or refund at no additional cost to the customer.

Personalised products

Certain products made to individual specifications supplied by the customer, or which are clearly personalised, may not be eligible for return due to a change of mind where permitted by applicable law.

This may include, for example, products personalised with names, photographs, text or other elements specifically selected by the customer.

This exception does not automatically apply to every product made on demand.

Defective, damaged or incorrect products remain covered by the applicable statutory rights.

Exchanges

We do not currently offer direct product exchanges.

When a return is accepted, you may return the relevant item and place a new order separately.

Right of withdrawal for European Union consumers

If you are a consumer resident in the European Union and have made a distance purchase, you may have the right to withdraw from your purchase without giving any reason within 14 days from the day on which you, or a person designated by you, receives the product, unless a legal exception applies.

To exercise this right, you must clearly inform us of your decision to withdraw before that period expires.

You can do so through:

https://account.eldiariodebenito.com/

After notifying us of your withdrawal, you must return the products without undue delay and in any event no later than 14 days after the date on which you informed us of your decision.

Unless we state otherwise or applicable law provides otherwise, the customer is responsible for the direct return costs.

Refund of original delivery charges in the European Union

When you validly exercise your statutory right of withdrawal, we will refund the applicable payments, including the cost of the standard delivery method offered for the order.

If you chose a more expensive, express or premium delivery method, we are not required to refund the difference between that method and the cost of our standard delivery method.

Refunds

Once we have received and inspected the return, we will inform you of the refund status.

Where a refund is due, it will be made using the same payment method used for the purchase, unless expressly agreed otherwise.

For European Union consumers exercising their statutory right of withdrawal, we will issue the refund without undue delay and within the periods required by applicable law.

We may withhold the refund until we have received the returned goods or until the customer has provided sufficient evidence that they have sent them, whichever occurs first.

Once the refund has been issued, your bank, payment provider or card issuer may need additional time to show it in your account.

Items that cannot be returned

In addition to the exceptions permitted by applicable law, we may be unable to accept returns of certain products, including:

products clearly personalised or made to the customer's individual specifications;
gift cards;
products which, for hygiene or health-protection reasons, were supplied sealed and were unsealed after delivery, where legally applicable.

The existence of an exception does not limit your rights where a product is defective, damaged or does not conform to what was purchased.