Returns Policy

1. Right of withdrawal

In accordance with Directive 2011/83/EU of the European Parliament and Spanish Royal Legislative Decree 1/2007 (TRLGDCU), you have the right to withdraw from the purchase contract within 14 calendar days of receiving the product, without giving any reason.

To exercise the right of withdrawal, you must notify us before that period expires by sending an email to info@aizualabs.com with your name, order number and a statement that you wish to exercise the right of withdrawal.

2. Conditions for returns

For a return to be accepted, the product must meet the following conditions:

• Be in its original condition, unused, and with its original packaging intact.
• Include all accessories, manuals and items delivered with the order.
• Not have been personalised or made to the customer’s specifications.
• Not belong to the categories of products excluded from the right of withdrawal (see section 5).

Note on depreciation (art. 107.2 TRLGDCU): If the product has been handled beyond what is necessary to check its characteristics and functioning, we may deduct the corresponding loss of value from the refund. Inspecting the product is not the same as using it: if you have used it in a way that prevents resale as new, the depreciation amount will be deducted from the refund before it is processed.

3. Returns process

1. Request: Send an email to info@aizualabs.com stating your order number and the reason for the return (optional, but useful for improving our service).
2. Confirmation: We will send you return instructions within 48 business hours of receiving your request.
3. Sending the product: You must send the product back to us using a tracked shipping service. Return shipping costs are borne by the buyer, unless the product is defective or the error is ours.
4. Inspection: Once we receive the product, we will inspect it within 5 business days.
5. Refund: If the return meets the conditions, we will issue the refund within a maximum of 14 days from receipt of the product, using the same original payment method.

4. Defective or incorrect products

If you receive a product that is defective, damaged in transit or different from the one ordered, you must notify us within 48 hours of receipt by email to info@aizualabs.com, attaching:

• Order number.
• Description of the problem.
• Photographs of the product and the packaging (especially if there is visible damage).

In this case, we will cover all return shipping costs and will either send you a replacement product or refund the full amount, as you prefer.

5. Exclusions from the right of withdrawal

In accordance with article 103 of the TRLGDCU, the right of withdrawal does not apply to:

• Products personalised or made to the customer’s specifications.
• Products liable to deteriorate or expire rapidly.
• Sealed products which are not suitable for return for health protection or hygiene reasons, where they have been opened after delivery.
• Digital content downloaded with the consumer’s express consent (courses, ebooks).

6. Refunds

Refunds will be issued using the same means of payment used in the original transaction, unless expressly agreed otherwise.

• Card payments (Stripe): the refund will appear on your statement within 5-10 business days, depending on your bank.
• Original shipping costs will only be refunded if the return is due to an error on our part or to a defective product.

7. Legal warranty

All products sold in Aizüa Store are covered by the legal warranty of conformity of 3 years established by Spanish Royal Decree-Law 7/2021, which transposes Directive (EU) 2019/771. If the product shows a lack of conformity within that period, you may request repair, replacement, a price reduction or termination of the contract, as applicable.

8. Contact

For any queries about returns, contact us at info@aizualabs.com. Our usual response time is 24-48 business hours.