Returns and refunds
Returns and refunds
1. General information
This policy sets out the conditions for returns, exchanges and refunds applicable to products purchased through costasign.es.
CostaSign manufactures and sells professional outdoor signage, including customised products made to the customer's instructions.
2. Right of withdrawal
Where the buyer is legally a consumer and the product is not personalised and no other legal exception applies, they may withdraw from the purchase without having to give a reason within 14 calendar days of receiving the goods.
To exercise the right of withdrawal, the consumer need only inform CostaSign, before the period expires, of their decision by means of an unequivocal statement. They may do so by writing to info@costasign.es or by using the model form included below. Exercising the right is not subject to prior authorisation from CostaSign. You can also request the withdrawal from your purchase using our form, stating the order number and your decision, without needing to create a customer account.
The consumer may examine the product in a reasonable way to establish its nature, characteristics and operation. They are only liable for any diminished value resulting from handling other than what is necessary to carry out that check.
3. Customised products
Only products made with your own text, a logo, special dimensions outside the catalogue or the "Other language" option are considered personalised products, and they are excluded from the right of withdrawal (art. 103 c) LGDCU, Spanish consumer law). Catalogue products with a standard language or size can be returned within 14 calendar days, even if they are made after the order is placed. In all cases, your rights in respect of defects, errors attributable to CostaSign and lack of conformity remain unaffected.
4. Defective products or manufacturing errors
If the product received has a manufacturing defect, damage not attributable to the customer's use or an error attributable to CostaSign, the customer should report it as soon as possible.
To assess the issue, the customer should send clear photographs of the product and packaging together with a description of the problem.
If the issue is confirmed, CostaSign may offer repair, replacement, remanufacture, a discount or a refund, as appropriate.
5. Damage during transport
If the parcel arrives damaged, the customer should notify CostaSign as soon as possible and, where possible, record the issue with the carrier.
We recommend keeping the original packaging and taking photographs of the parcel before opening it if dents, breakage or signs of tampering are visible.
6. Condition of products and exceptions
For standard, non-personalised products, the consumer keeps the legal right of withdrawal even if they have examined or handled the goods. If the handling goes beyond what is necessary to check their nature, characteristics or operation, they may be liable for the diminished value under the terms provided by law, without this automatically implying loss of their right of withdrawal.
Personalised products, as defined in section 3, are excluded from the right of withdrawal (art. 103 c) LGDCU, Spanish consumer law). In all cases, your legal rights in respect of defects, damage attributable to the seller, manufacturing errors or lack of conformity remain fully intact. Errors in personalisation data provided or approved by the customer will be assessed in accordance with what was agreed and the rights provided by law.
7. Returns procedure
Before sending any product back, the customer must contact CostaSign at info@costasign.es.
This prior communication does not limit or condition the valid exercise of the legal right of withdrawal where applicable.
To return a product, first email us at info@costasign.es with your order number. Once we confirm, send it by courier to: CostaSign, Calle Rosalía de Castro, 6, 29660 Marbella (Málaga), Spain. Return shipping is at your own cost, except in case of a defect or error attributable to CostaSign (section 8).
8. Return costs
When the consumer validly exercises the right of withdrawal for a non-personalised product, they will bear the direct cost of the return, unless CostaSign has expressly agreed to bear it or another solution applies by law.
If the return is due to a defect, lack of conformity, manufacturing error or an incident attributable to CostaSign, the remedies that apply under the applicable regulations will be provided at no cost to the consumer.
9. Refunds
Where withdrawal applies, CostaSign will reimburse the payments received from the consumer, including the corresponding standard delivery costs, without undue delay and in any event within 14 calendar days from the date on which it was informed of the decision to withdraw.
The refund will be made using the same payment method used for the initial transaction, unless the consumer has expressly arranged otherwise and provided they incur no costs as a result.
For sales of goods, CostaSign may withhold the refund until it has received the goods or until the consumer supplies evidence of having returned them, whichever condition is met first.
10. Order cancellations
If you wish to cancel an order before receiving it, contact CostaSign as soon as possible. We will review the status of the order and the conditions of that purchase. This does not limit the legal right of withdrawal where applicable, nor rights in respect of defects or lack of conformity. For genuinely personalised orders, the possibilities of modification or cancellation will depend on the agreed conditions and applicable regulations.
11. Model withdrawal form
The consumer may use the following model, although its use is not mandatory:
For the attention of Jesús Adrián Murillo Lorenzo · CostaSign
Calle Rosalía de Castro, 6, 29660 Marbella (Málaga), Spain
info@costasign.es
I hereby give notice that I withdraw from my contract of sale of the following goods:
Product: __________________________
Order number: __________________
Ordered on / received on: ____________
Consumer's name: _____________
Consumer's address: __________
Date: _____________________________
Signature (only if submitted on paper): __________________
12. Contact
For any enquiry about returns, withdrawal or refunds, the customer can write to info@costasign.es.