1. Right of Withdrawal, Returns, and Product Exchanges
Right of withdrawal
In accordance with current regulations, the customer has a period of 14 calendar days from receipt of the product to exercise their right of withdrawal, without needing to provide justification.
For the withdrawal to be accepted, the product must be returned in perfect condition, unused, and in its original packaging.
The customer expressly waives the right of withdrawal if the security seal, consisting of a thread placed on each product with the tag, has been broken, tampered with, or removed, as it is a control element that guarantees the integrity and authenticity of the handcrafted product.
For these purposes, the customer must return the product in perfect condition and in its original packaging, including everything that was sent with it and its tags and seal in perfect condition, to the MANOSDEAGUA address at Calle José Gestoso 12, 41003 Seville.
The User must communicate their decision to withdraw by email to info@manosdeagua.com. Withdrawal costs are borne by the customer.
Right to return
Our goal is your complete satisfaction as a customer. To proceed with the return of an item purchased from the online store, you must request it via email to info@manosdeagua.com, within no more than 15 business days from receipt of the product, letting us know the reason for the return.
Items must be returned in their original condition, along with any related accessories, and cannot be used, washed, or damaged. They must retain their original tags, complete original packaging, and include the invoice or a copy of it if returning part of the order.
The product must be sent to the following address: MANOSDEAGUA at Calle José Gestoso 12, 41003 Seville. Tel: +34 627677524
Important note: Until we receive the item at our warehouse, it is your responsibility. We recommend that you send the item by courier or certified mail and keep the shipping receipt. The cost of this shipment is borne by the buyer.
For a return to be accepted, the products to be returned must meet the following requirements:
• The unwanted product must be in the same condition as when delivered, and must retain its original labeling and packaging.
• The unwanted product must be returned using the same cardboard envelope in which it was received to protect the product, or alternatively, in a similar envelope so that the product arrives at our warehouse with the maximum possible guarantees.
If the requirements of the previous point have been met, MANOSDEAGUA will send the user an email confirming acceptance of the return, and will proceed to refund the amount of the returned products. Shipping costs for the order will only be refunded in the case of defective or incorrect products.
Gift returns: to return a product that was received as a gift, the Customer must contact the person who gave the gift and ask them to follow the procedure to make the return. The refund will be made to the original payment method.
2. Warranty
Our products have a 3-month warranty from purchase, covering defects such as flaws, tears, or discoloration, provided that the care and washing instructions specified on the website have been followed, and the purchase receipt is retained.
Defects or damage due to incorrect use or handling of the items or wear produced by normal use are not included in this warranty, nor are defects caused by incorrect use of the washing instructions that come with each garment.
3. Purchase Process, Prices, and Payment Method
The user can select products, add them to the cart, and complete the purchase process by providing the necessary data for billing and shipping.
All prices are indicated in euros (€) and include legally applicable taxes. Shipping costs will be shown before completing the purchase. Customs duties outside the European Union are the customer’s responsibility.
The painted silk products on the website are handcrafted one by one. Therefore, when selecting a product, it may appear as “available for reservation,” meaning the product is not currently in stock ready to be shipped and may take a few more days. However, these have priority in the workshop. They will be delivered within a maximum period of 15 days from receipt of the order, usually less depending on the product, with the customer receiving an email with information about the production and shipping timeframe.
Available payment methods will be indicated during the purchase process.
4. Delivery
Deliveries are made on all business days of the week except weekends (understanding weekends as Saturdays and Sundays) and public holidays in the destination country. Orders can only be delivered to private residences or offices. Deliveries are made during office hours. Therefore, Customers are asked to use their work addresses or other addresses where someone can receive the package.
Orders that are in stock on the website are delivered within a maximum period of 3 business days throughout Spain, except for the Canary Islands, Ceuta, and Melilla, where it will range from 3 to 7 business days. Orders available in stock are delivered within a maximum period of 3 to 6 business days outside Spain.
Orders that appear as “available for reservation” on the website will be delivered within a maximum period of 15 days from receipt of the order, with the customer receiving an email with information about the production and shipping timeframe.
Orders are prepared on all business days during the following hours: Monday to Friday from 9:00 AM to 5:00 PM. Orders placed outside these hours will be prepared on the next business day.
The delivery deadline is normally met and, although MANOSDEAGUA cannot guarantee punctuality as it depends entirely on the logistics operator, all orders are delivered within a period of 10 days after the order confirmation date, at most.
Once the order is shipped, the Customer receives a notification email with the estimated delivery date.
*In August, deliveries may experience delays due to the closure of the store and warehouse.
The Customer must verify the condition of the package upon receipt. If the packaging is damaged, the Customer should not accept the delivery. MANOSDEAGUA informs that the delivery must be verified within a reasonable time after receipt. If no communication rejecting the products has been received within 15 days of delivery, MANOSDEAGUA
5. Customer Service
For any clarification, incident, or complaint, the user can contact MANOSDEAGUA by phone at +34 627677524 or by email at info@manosdeagua.com
- Shipping Cost
The cost for Spain and the European Union is calculated based on the destination entered in the form and will appear itemized in the final amount.
Orders shipped to the United States may be subject to tariffs, import taxes, customs duties, or other charges, in accordance with the regulations in force at that time.
Such costs are not included in the product price or shipping costs, and must be fully borne by the customer, as they cannot be determined or controlled by MANOSDEAGUA.
MANOSDEAGUA is not responsible for possible delays resulting from customs processes.
If the customer rejects the order for not assuming customs costs or does not collect the shipment, MANOSDEAGUA will not be responsible for refunding shipping costs or costs incurred, and such amounts may be deducted from the product refund, if applicable.
