RETURNS, EXCHANGES AND WARRANTY POLICY

QUICK SUMMARY

Situation	Time limit	What it costs you
It isn't what you expected and you want to return it	30 days from receiving it	€3.95 (return label)
It's too tight or too loose and you want a different size	30 days from receiving it	€3.95 for the return postage. We send the new size free of charge
It arrives faulty, damaged or isn't what you ordered	Up to 3 years (legal guarantee)	Nothing. We cover it
You want to cancel your order before it's dispatched	Any time before dispatch	Nothing

For any return or exchange, please email us before sending anything back: soporte.tiendaonline@outlook.es

We'll reply with your return label and instructions. This matters: parcels sent without telling us first, or sent carriage forward, cannot be processed.

1. WHO YOU'RE BUYING FROM

• Owner: Gomez y Tudela S.L.
• Trading name: [BRAND NAME]
• Registered office: Calle Serafín Álvarez Campana 7, 11500 El Puerto de Santa María, Cádiz, Spain
• Contact email: soporte.tiendaonline@outlook.es

All customer service is handled by email. We don't offer telephone support, which means every request is recorded in writing and we can follow it up properly.

2. RIGHT OF WITHDRAWAL (14 CALENDAR DAYS)

As a consumer you have the right to withdraw from your purchase within 14 calendar days without having to give a reason, under Spanish Royal Legislative Decree 1/2007 of 16 November, which approves the consolidated text of the General Law for the Protection of Consumers and Users.

The period starts on the day you (or someone you have nominated, other than the carrier) receive the product. If your order includes several items delivered separately, the period runs from receipt of the last one.

How to exercise it: simply tell us your decision clearly and unambiguously by email to soporte.tiendaonline@outlook.es before the deadline. You can use the model form at the end of this page, although you don't have to.

Once you've told us, you have a further 14 calendar days to send the product back to us.

3. OUR EXTENDED GUARANTEE: 30 DAYS TO TRY IT

The law requires us to give you 14 days. We give you 30 calendar days from receiving your order.

The reason is simple: you can't judge a support brace by opening the box. You judge it by wearing it for several days, with your own clothes, in your normal routine. Fourteen days seemed short for that.

During those 30 days you can try it and, if it isn't for you, send it back and get your money back on the terms set out below. You don't need to explain why, although telling us helps us improve.

Important: this is a satisfaction guarantee on the product, not a promise of results. It's a textile support garment, not a medical device, and every person and every knee is different.

4. HOW TO REQUEST A RETURN OR AN EXCHANGE

All requests are handled by email, at soporte.tiendaonline@outlook.es.

So that we can deal with it as quickly as possible, please tell us:

• Your full name and order number.
• The email address used for the purchase.
• For a size exchange: your thigh and calf circumference in centimetres.
• Photographs of the product, and of the packaging as well where there is any damage or problem.

Photographs let us check the condition of the item and settle your case without back and forth. For returns of faulty products, items damaged in transit or incorrect items, they are necessary so that we can make a claim to the carrier or the manufacturer. In all other cases we ask for them to speed things up, and they never limit the rights the law gives you.

Once we've reviewed your request we'll send you the return label and instructions. We cannot accept parcels sent without prior authorisation, or sent carriage forward.

5. SIZE EXCHANGES

Size is the most common reason for an exchange with this kind of product, so we've made it as simple as possible.

If you try it on and find it's too big or too small, email us within 30 days of receiving it with your measurements in centimetres. We'll confirm which size is right for you and send you the return label.

• Return postage for the wrong size: €3.95.
• We pay the postage for the new size.
• Exchanges are subject to stock availability. If the size you need isn't available, we'll offer you a full refund.

A tip before you buy: if you're between two sizes, always go for the larger one.

6. COST OF RETURNING AN ITEM

For returns under the right of withdrawal, for a size exchange, or simply because you're not satisfied, the cost of the return is €3.95.

We're telling you here, before you buy, as the law requires. It works like this:

• We email you a prepaid return label. All you have to do is print it, stick it on the parcel and drop it off at the point we tell you.
• The €3.95 is deducted from the amount refunded. You don't have to pay anything up front.
• If you'd rather, you can arrange the return yourself with a carrier of your choice and pay their cost directly. In that case nothing is deducted from your refund.

For returns of faulty, incorrect or transit-damaged products, we cover the costs in full and nothing is deducted.

7. THE CONDITION THE PRODUCT SHOULD COME BACK IN

We completely understand that to know whether it suits you, you have to put it on and walk around in it. That's not a problem and you won't be penalised for it.

What we do ask is that the product comes back:

• complete, with all its parts and with its original packaging or bag if you still have it;
• clean and in a reasonable hygienic condition;
• without harsh washing, tears, cuts or alterations;
• properly protected so that it isn't damaged in transit.

Under Article 108.2 of Royal Legislative Decree 1/2007, we may apply a proportionate reduction to the refund if the product has diminished in value as a result of handling beyond what was necessary to establish its nature, characteristics and functioning. In practice this only applies to items that come back damaged, dirty or impossible to inspect.

8. REFUNDS

Once we've received and checked the product, we process the refund within a maximum of 14 calendar days from the date you told us your decision, and always using the same payment method you used for the purchase (card, PayPal or other). We don't charge any handling fee.

We may withhold the refund until we have received the product, or until you provide proof that you've sent it, whichever happens first.

What gets refunded:

• The price of the product: always.
• The original delivery charge on the order: refunded when you return the whole order. If the order qualified for free delivery because it included two units and you return only one, the refund is calculated on the unit price applicable to that purchase.
• The €3.95 return label is deducted from the total, unless you arranged the return yourself, or the product was faulty, or the mistake was ours.

Bear in mind that once we've issued the refund, your bank or PayPal may take a few extra working days to show it in your account.

9. FAULTY, INCORRECT OR DAMAGED PRODUCTS

If the product arrives faulty, damaged in transit or isn't what you ordered, email us within [X] days of receiving it, attaching your order number, photographs clearly showing the problem and a short description of what happened.

In these cases we'll agree the solution with you: a replacement item or a full refund, at no delivery cost to you.

Legal guarantee of conformity: under Royal Legislative Decree 1/2007, as amended by Law 4/2022, we are liable for any lack of conformity that appears within three years of delivery of the product. This does not cover normal wear and tear, damage caused by improper use, or deterioration resulting from washing or drying other than as set out in the product instructions.

10. ORDERS NOT RECEIVED, OR AN INCORRECT ADDRESS

If the estimated delivery date passes by a clear margin and tracking isn't moving, email us and we'll chase the carrier ourselves.

If the parcel is returned to us because the address given was wrong or incomplete, or because delivery wasn't possible after the carrier's attempts, we can either send it again with you covering the cost of the new delivery, or refund the price of the product less the delivery costs already incurred.

Please check your address and details carefully before confirming your order: it's the most common problem and the easiest one to avoid.

11. CANCELLING BEFORE DISPATCH

If you want to cancel or change an order, email us as soon as possible with your order number. If it hasn't yet left the warehouse, we'll cancel it and refund you in full, with nothing deducted. If it has already been dispatched, you'll need to wait until it arrives and then arrange a return under this policy.

12. EXCLUSIONS AND MISUSE

We cannot accept returns of products:

• returned outside the time limits set out in this policy;
• sent without telling us about the return beforehand;
• that don't correspond to an order placed in our shop;
• that have been cut, sewn, dyed or altered;
• that come back in a condition that makes any inspection impossible on hygiene grounds.

We may ask for additional information where there are reasonable grounds to suspect fraudulent or abusive use of the right to return, always within the limits set by law and without limiting consumers' non-waivable rights.

13. COMPLAINTS AND DISPUTE RESOLUTION

If you're not happy with the answer we've given you, you can send us your complaint at soporte.tiendaonline@outlook.es. We undertake to reply in writing as quickly as we can.

As a consumer, you can also contact your local municipal consumer information office (OMIC) or the consumer affairs authority of your regional government.

Please note that we are not currently signed up to any alternative dispute resolution body for consumer matters, without prejudice to your right to approach public consumer bodies or the courts.

The former European Online Dispute Resolution (ODR) platform ceased operating in July 2025 under Regulation (EU) 2024/3228, so complaints can no longer be submitted through it.

14. GOVERNING LAW

This policy is governed by Spanish law and, in particular, by Royal Legislative Decree 1/2007 of 16 November, approving the consolidated text of the General Law for the Protection of Consumers and Users, and by Law 34/2002 of 11 July on information society services and electronic commerce.

Nothing in this policy limits the rights that consumer law gives you as a consumer.

15. MODEL WITHDRAWAL FORM

You can copy this text into an email and send it to soporte.tiendaonline@outlook.es. Using it is optional.

To: Gomez y Tudela S.L., Calle Serafín Álvarez Campana 7, 11500 El Puerto de Santa María, Cádiz, Spain. Email: soporte.tiendaonline@outlook.es

I hereby give notice that I withdraw from my contract of sale of the following goods:

• Product: ...........................................
• Order number: ...........................................
• Order date: ...........................................
• Date received: ...........................................
• Consumer's name: ...........................................
• Consumer's address: ...........................................
• Date: ...........................................

16. CONTACT

soporte.tiendaonline@outlook.es

We deal with enquiries by email only, Monday to Friday. We usually reply within 24 working hours.