In this document we set out the returns policy of Fornituras Caus SL, which is legally established according to current regulations, and which the customer accepts each time they make a purchase through our website.

In the event of any possible claim, the customer must contact Forniturascaus.com, always and obligatorily providing, by phone or email, their name and surname, order number and date, and invoice number. Claims made through social networks, WhatsApp or any instant messaging service, chat, Messenger, video-chat, etc. will not be dealt with. To obtain the good service we offer, customers must communicate through the means indicated to them, and always do so clearly, politely, and if in writing without spelling mistakes. We cannot guarantee good service if we cannot understand our customers.

The legislation offers solutions to protect customers, and in many cases these solutions involve a long and costly process of notifications and authorisations. We did not invent the law, but we have to comply with it. However, we can make returns much more quickly and easily, as long as the customer expressly states his good will and good work. For any claim, Fornituras Caus recommends that the customer ALWAYS contact us by telephone before starting any action, in order to be aware of his demands and advise him on the legislation and procedures. Otherwise, in this document, which the customer has accepted at the time of finalising the order, the procedure for filing a claim is set out in detail.

IN ANY CASE, the guarantee is automatically voided when the customer manipulates the product on their own and without the express consent of Fornituras Caus. Damage caused by improper handling of the products, even if due to ignorance, as well as disassembly, replacement of parts, or manipulations not carried out by authorized technical services, automatically void the guarantee and the customer, when making the purchase, must abide by the provisions of this point, even if they have not read it.

The guarantee is enforceable whenever the defects or malfunctions are manufacturing defects and are not derived from use. For this reason, in the case of some products such as leather, foam, rivets, eyelets, buckles, metal fittings in general and others that may be damaged by the customer's use, they are not guaranteed.

If the customer is going to manipulate any product purchased at Fornituras Caus, and has doubts about its use or operation, he/she must notify Fornituras Caus in a reliable and immediate manner before taking any action on his/her own, and from here we will give him/her precise instructions for its correct use without losing his/her right to the guarantee. Likewise, at Fornituras Caus we are not responsible for any damage that the products may suffer when they have been caused by the misuse of other components not purchased at Fornituras Caus.

LEGISLATION

Forniturascaus.com acts according to the regulatory legislation, which is composed of the following regulations:

- Law 7/1988, of April 13, on General Contracting Conditions.

- Law 7/1996, of January 15, on the Regulation of Retail Trade, Royal Legislative Decree 1/2007, of November 16, approving the Revised Text of the General Law for the Defense of Consumers and Users and other complementary laws, amended by Law 47/2002 for the transposition into Spanish law of Directive 97/7/EC, in the field of distance contracts, and for the adaptation of the Law to various Community Directives.

- Law 7/1998, of April 13, on General Contracting Conditions.

- Royal Decree 1906/1999, of December 17, 1999, regulating Telephone or Electronic Contracting with general conditions.

- Organic Law 15/1999, of December 13, on the Protection of Personal Data.

- Law 34/2002, of July 11, on Information Society Services and Electronic Commerce.

- Law 23/2003, of July 10, on Guarantees in the Sale of Consumer Goods.

- Royal Legislative Decree 1/2007, of November 16, approving the revised text of the General Law for the Defense of Consumers and Users and other complementary laws.

- Law 3/2014, of March 27, amending the consolidated text of the General Law for the Defense of Consumers and Users and other complementary laws, approved by Royal Legislative Decree 1/2007, of November 16.

In any case, the guarantee on products will always be 2 years from the date of purchase. Fornituras Caus reserves the right to extend this period if the manufacturer and/or distributor grants a longer period.

CONDITIONS

There are THREE possible cases for returning the product.

1- The product is completely defective or we have sent the wrong product.
2- The product we have sent is not the one the customer has requested, and due to an error by Fornituras Caus we have sent a different one, or the order is incomplete.
3- The customer has made a mistake when purchasing the product or has thought better of it and has decided to exchange it for another product or return it.

1- RETURNS DUE TO DAMAGES

The return period for purchases is fourteen calendar days from the date of receipt of the product. If, for whatever reason, Fornituras Caus does not provide the consumer and user with information on the right of withdrawal, the period for withdrawing from the contract will be extended up to twelve months after the expiry date of the initial period. The law also regulates the obligations assumed by both parties to the contract in the event of withdrawal, as well as the effects of the same with respect to complementary contracts. In this case, as the information is contained and clearly displayed in this section, and given that when the customer makes a purchase through the website, he is tacitly accepting these conditions, it is implicitly understood that he has read the terms and conditions and is informed.

Return shipping costs will be covered by Fornituras Caus whenever the product has some kind of defect, breakage, malfunction, etc., and is totally or partially defective. In this case, depending on the specific conditions of each situation, either Fornituras Caus will arrange for a collection by courier at the customer's address, or the customer will first be responsible for the shipping costs of the defective product, with these costs then being reimbursed by Fornituras Caus, either by reimbursing these costs by bank transfer, or by creating a discount coupon for a future purchase. The customer may also choose to redeem the amount of the shipping costs paid in advance for products, never exceeding the amount of the costs. The choice of one or the other option will be agreed in each case depending on the availability of the product, dimensions, weight, condition of the product, and each and every one of the specific circumstances that may surround each of the cases.

IN ANY CASE, the guarantee is automatically voided when the customer manipulates the product on their own and without the express consent of Fornituras Caus. Damage caused by improper handling of the products, even if due to ignorance, as well as disassembly, replacement of parts, or manipulations not carried out by authorized technical services, automatically void the guarantee and the customer, when making the purchase, must abide by the provisions of this point, even if they have not read it.

The guarantee is enforceable whenever the defects or malfunctions are manufacturing defects and are not derived from use. For this reason, in the case of some products such as foams, leather, metal fittings in general, leatherette and others that may be damaged by the customer's use, they are not guaranteed.

If the customer is going to manipulate any product purchased at Fornituras Caus, and has doubts about its use or operation, he/she must notify Fornituras Caus in a reliable and immediate manner before taking any action on his/her own, and from here we will give him/her precise instructions for its correct use without losing his/her right to the guarantee. Likewise, at Fornituras Caus we are not responsible for any damage that the products may suffer when they have been caused by the incorrect use of other components not purchased at Fornituras Caus.

For shipments outside the European Union or those territories within the Spanish State that require customs services and/or tariffs such as the Canary Islands, Ceuta or Melilla, the right of withdrawal is valid, but Fornituras Caus is not responsible for taxes or tariff charges that may arise from the return of products. If you want to make a return from any of these territories, you are free to do so, and we will facilitate the collection of your merchandise if necessary, but all resulting expenses will be borne by the buyer and will be deducted from the amount to be paid. In all cases, the payment of the money will always be after receipt, in the same form of payment that was made, and deducting, where applicable, the tariffs and charges generated by the return shipment.

2- RETURNS FOR INCOMPLETE ORDERS OR INCIDENTS.

Although the error rate is very low, there is a possibility that incidents may occur during the order preparation, manufacturing, packaging and shipping process. Both on the human side, where we can make mistakes when carrying out a task, and on the technical side, which concerns the computer and logistics aspects and which may be subject to errors, at Fornituras Caus we can make mistakes and send customers products that they have not requested. If the customer receives at home a product that they have not requested instead of one that they did buy, we assume our responsibility and we undertake to replace the wrong item with the correct one as soon as possible and always with postage paid by the company.

If you receive the wrong product, you must contact us immediately so that we can correct the error. To do this, we recommend that you contact us by phone or email (not via WhatsApp, social media or chat) and tell us your name, ID, order number and the incident. We will ask you to send us photographs of the product via email so that we can verify that the product you have received is indeed not the one you ordered. Once the checks have been made, and if we have indeed made a mistake, we will proceed to correct it. If the product we have not sent you is in stock, we will send a courier who will collect the wrong product and deliver the correct one, at no cost to the customer. If the product we have not sent you is not in stock, we will contact you to agree on a solution that may range from refunding your money to replacing it with another product, waiting for it to become available again, etc. In any case, the client (obviously) will not incur any type of expense, and we will always try to compensate them for any inconvenience caused.

There is also the possibility that your order is incomplete, and that, due to a computer error or in the packaging and handling process, a product is not sent to the customer. In this case, the customer must contact us BY PHONE, and tell us their name, ID, order number and the incident. At Fornituras Caus we will proceed to send you, at no cost to the customer, the missing product, as quickly as possible, provided that the product is in stock. In the event that the product is not in stock, we will contact you to agree on a solution that may range from refunding your money to replacing it with another product, waiting for it to become available again, etc. In any case, the customer (obviously) will not incur any type of expense, and we will always try to compensate you for the inconvenience caused.

3- RETURNS AT CUSTOMER REQUEST.

According to the law, when a customer wants to make a return due to disagreement, because they have changed their mind, because they have thought better of it and no longer want it, and the reason for the return is none of those stated in points 1 and 2, they must exercise their RIGHT OF WITHDRAWAL in order to be able to make a claim.

The refund of the order amount will be made in the same way as the payment was made. If the refund of the amount involves any type of tax surcharge or bank commission, it will be assumed by the customer, who must pay it prior to the refund. If the payment was made by debit or credit card through the Stringsfield.com payment gateway, the customer must indicate on the form the details of the card and the associated bank account, to which we must make the refund of the amount. To avoid any type of fraud, proof of account ownership, signed and stamped by the bank, and a copy of the card must be provided. Since all operations carried out with a credit or debit card involve a bank commission assumed by Fornituras Caus, the company will refund the customer the amount of their order minus the applied bank commission.

There will be no right of withdrawal in the following cases:
- If the order consists of products that are out of stock, that are not in the catalogue at the time of purchase, or that have been expressly requested by the customer and that the company has expressly requested from the distributor.
- If the product has been used, unsealed or opened by any procedure*.
- If the product is not returned in its original packaging and without the shipping packaging in which it was received*.

*For information on packaging, see the “Returning Materials” section.

Return shipping costs, in the event that the customer has made a mistake or simply changed their mind and wants to return it, will ALWAYS be assumed by the customer. For the return of the order, the customer may choose the shipping method they wish, always with PAID SHIPPING. We do not collect any material with postage due. If the customer changes their mind during the shipment, that is, they decide to return the order before it is received by the customer, they will be charged the shipping costs for the outbound and return shipments. If the customer decides to refuse the shipment, these charges will also be explained. If the material suffers any damage, the responsibility will be the customer at all times. Therefore, we recommend that the customer take their time packing the package and take out shipping insurance, to ensure that the product is not damaged in transit or, in the event that it is damaged, the agency guarantees the refund of the total insured value.

Important: No refund of any kind will be made until Fornituras Caus has verified that both the product and its packaging are in perfect condition.

Excluded from the above guarantees are all products that are not in the catalogue at the time of purchase, or that have been expressly requested by the customer and that the company has expressly requested from the distributor. Leather, cushion fillings and cut foam cannot be returned.

STEPS TO FOLLOW TO EXERCISE THE RIGHT OF WITHDRAWAL

1- The customer must notify in a reliable manner his/her desire to exercise his/her right to withdraw from the contract, and may contact Fornituras Caus by telephone or email, and never by WhatsApp, social networks, chat, or any telematic means other than telephone or email. As a consumer or user, you must know that before the withdrawal period expires, you must notify the business in a reliable manner of your decision to withdraw from the contract. Legally, a notification is considered to be when a document is sent by certified mail with acknowledgment of receipt, although we may also accept as information on the desire to exercise the right of withdrawal an email with the customer's details, name and surname, order number, invoice number and ID.

3- Once the customer has exercised their right to withdraw, within 14 calendar days from receipt of the shipment, and Fornituras Caus has received reliable notification of their desire to return the products they purchased, we will send them an authorization by email so that they can proceed to send the material they wish to return. After receiving this authorization, the customer must send the order they received POSTAGE PAID and properly packaged.

4- When Fornituras Caus receives the order, we will proceed to check that none of the components have been manipulated and that none of the original packaging is broken or damaged. If everything is in the same condition as when the customer received it, we will proceed to refund the money FOR THE PRODUCT (NEVER THE SHIPPING MONEY), which will be done in the manner indicated above and within a maximum period of 30 days.

As has been repeatedly indicated in these conditions, Fornituras Caus reserves the right to request any type of documentation that proves the identity of the client, the ownership of his/her card or bank account, purchase invoice, etc.

RETURN OF MATERIAL

In the case of returns due to non-conformity, the item must be in perfect condition. Torn or missing plastics, damaged original packaging, scratches or traces of dirt, lack of protective material, etc. will unfortunately result in the product not being returned. Important: The product must be in perfect condition and in its original packaging, as well as any extra packaging and protective padding material or any accompanying gift that was given to the customer, which must also be in optimal condition and unopened from its original packaging. Do not stick any labels or stickers or write anything on the manufacturer's packaging. Items that are sensitive to impact (electronic devices and instruments) must be sent with extra packaging and with protective padding material on all sides. Only in this way will safety and protection against damage during transport be guaranteed. In general, if your return shipment is packaged as you received it from us, safety is guaranteed. Forniturascaus.com reserves the right to request that photographs be sent by email of the allegedly damaged product for confirmation and, where appropriate, return of the product or amount. The photographs must be taken with sufficient light for the verification to be effective and the number of photographs that Forniturascaus.com considers appropriate to verify the damage or breakage claimed by the customer must be taken. If the customer refuses to send said photographs, Forniturascaus.com reserves the right not to comply with the guarantee and purchase responsibilities established above.

In the event that the customer makes a return, he/she must inform us of his/her desire to exercise his/her right of withdrawal. Without such authorization, the package may be rejected. Important: these observations will not apply to unsealed products, without their original packaging, with scratches, traces of dirt, damaged, or products with broken or open packaging. In addition, any item that has the serial number or warranty labels manipulated, removed or damaged will automatically lose the warranty and its corresponding right of return. In the event that the product is not returned in perfect condition, the exchange of the same will be denied and the customer will have to pay the transport costs. If the returned product turns out to be working correctly and that the non-functioning was due to the user's lack of knowledge (not reading the manual, that the malfunction is from another product and not the one purchased at Stringsfield.com, etc.), the customer will have to pay the transport costs and the hours of technician used by the corresponding department. Stringsfield.com will not be responsible, under any circumstances, for the refund of amounts in the form of tariffs, taxes, fees and other expenses that the customer must pay in the country of destination.
The client may send us the material through the transport agency of their choice.

ORDER MODIFICATIONS

Before making a purchase, the customer must be completely sure that the items they are buying are the ones they want, and if in doubt they must contact us, by email or by phone, before finalizing the purchase. Once the purchase has been completed, and if the order has already been processed and has left the Fornituras Caus facilities, the purchase process will be considered complete and the customer will not be able to make any changes. If the customer notices, immediately after making the purchase, that they have made a mistake or change their mind, they must contact us immediately ALWAYS BY PHONE, and inform us that the shipment has been stopped. Afterwards, by email, the customer must notify us in writing, with their name, document number and order number, and in a clear text without spelling mistakes, that they wish to cancel the shipment or, if they wish to modify it, clearly and in detail state the changes they would like to make. In this case, if the resulting amount is greater than the amount paid by the customer, Fornituras Caus will not send any item contained in that order until the total amount has been paid, including modifications. Otherwise, and if the modifications to the order result in the final amount being less than that already paid, Fornituras Caus reserves the right not to pay the difference or, if it does, to have a period of up to 30 days to do so. The customer may, if they wish, exchange the remaining amount for items until the amount initially paid is completed. Fornituras Caus reserves the right to request payment of additional amounts if the new products exceed the weight or dimensions of the original order, calculated through our computer system via the web.

If the order has already been collected by the courier agency and is outside the Fornituras Caus facilities, as no modification is possible, the customer must wait to receive the merchandise and then express their desire to exercise the right of withdrawal, as set out above.

We insist, everything can be solved much more easily if the client is willing to communicate politely and establish a dialogue with the company's staff. For this we have two telephone lines and an email where clients can inform us of their incidents, and where we will always try to provide them with the best solution.