Returns

Do you need to return an item?

We make it easy for you!

Legally, you have the right to cancel your order until the day we confirm its shipment. At that time the contract between both parties is formalized. If you have already received your products, you will have a period of 21 days to cancel your order; said period begins the day after receipt thereof. By “days” we mean calendar days, including weekends and holidays.

In the event that you have canceled a contract and have already received the products, you must return them as soon as possible, in any case within 21 days from the date on which you have informed us that you wish to cancel it.

If you have already received the products, we will process the refund as soon as possible, always before 21 calendar days from the day of receipt of the returned products, or within 21 calendar days once you have provided us with proof of the return of the products.

If you are going to cancel the order that has already been sent because you have changed your mind, keep in mind that you will have to bear the cost of returning the products.

Damaged products

If you receive products that are damaged or defective or that do not match the description offered at the time of sale, please make sure to return them within 21 days from the date of receipt. In this case, as soon as we receive the returned products, we will offer you a full refund or an exchange. If the products are damaged or defective or do not match the description given at the time of sale, we will bear any additional shipping costs.

Send a picture of the damaged products to store@pablovillaverde.com with the order number, so that we can contact you as soon as possible to propose a solution.

None of the sections of these Terms and Conditions affect your legal rights as a consumer.

Any claims for misprinted/damaged/defective items must be submitted within 4 weeks after the product has been received. For packages lost in transit, all claims must be submitted no later than 4 weeks after the estimated delivery date. Claims deemed an error on our part are covered at our expense.

If you notice an issue on the products or anything else on the order, please submit a problem report.

The return address is set by default to the PVED facility. When we receive a returned shipment, an automated email notification will be sent to you. Unclaimed returns get donated to charity after 4 weeks. If PVED’s facility isn’t used as the return address, you would become liable for any returned shipments you receive.

Wrong Address – If you or your end customer provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).

Unclaimed – Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself or your end customer (if and as applicable).

If you haven’t registered an account on store.pablovillaverde.com and added a billing method, you hereby agree that any returned orders due to the wrong shipping address or a failure to claim the shipment won’t be available for reshipping and will be donated to charity at your cost (without us issuing a refund).

Pablo Villaverde does not accept returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons. You hereby agree that any returned orders with face masks won’t be available for reshipping and will be disposed of.

Returned by Customer – It is best to advise your end customers to contact you before returning any products. We do not refund orders for buyer’s remorse. Returns for products, face masks, as well as size exchanges are to be offered at your expense and discretion. If you choose to accept returns or offer size exchanges to your end customers, you would need to place a new order at your expense for a face mask or a product in another size.

Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:

1. the supply of goods that are made to the consumer’s specifications or are clearly personalized;
2. sealed goods which were unsealed after delivery and thus aren’t suitable for return due to health protection or hygiene reasons,

therefore Pablo Villaverde reserves rights to refuse returns at its sole discretion.

This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.