Refund policy
Return, Withdrawal and Refund Policy
This policy applies without prejudice to any mandatory consumer rights.
Right of withdrawal in Spain and the European Union
If you purchase as a consumer and the order is delivered in Spain or another European Union country, you generally have 14 calendar days from receipt of the product to notify us that you wish to withdraw from the purchase, without giving a reason, unless a legal exception applies.
To exercise your right of withdrawal, email info@reliablemood.com with your order number and a clear statement that you wish to return it. We will then provide the applicable return address and instructions. Please do not send items back without first notifying us.
The fact that an item is produced on demand or printed on demand does not by itself remove the right of withdrawal. A legal exception may apply, among other cases provided by law, to goods made to the consumer's specifications or clearly personalized.
Condition of the product
You may examine the product to the extent reasonably necessary to establish its nature, characteristics and functioning. If it is handled more than necessary and this causes a loss in value, we may apply the corresponding deduction as permitted by applicable law.
Return costs for withdrawal
When a return is solely due to a change of mind or size choice and the right of withdrawal is exercised, the direct cost of return shipping is borne by the customer, unless we expressly state otherwise.
We recommend using a tracked shipping method. The customer is responsible for the parcel until it is delivered to the return address provided.
Defective, damaged or incorrect products
If you receive a defective product, an item damaged in transit, or a product different from what you ordered, email info@reliablemood.com with your order number and, when useful for assessing the issue, photographs of the problem.
In these cases, we will provide the remedy required by applicable consumer law, such as repair, replacement, price reduction or refund where appropriate. Necessary costs of resolving a lack of conformity will not be charged to the customer.
Personalized products
Products made to specific requirements requested by the customer or clearly personalized may be excluded from the right of withdrawal where permitted by applicable law. This exception does not limit the customer's rights if the product is defective, does not conform to the order, or another legal right applies.
Refunds
Where a withdrawal refund applies, we will reimburse the amounts required by law using the same payment method used for the purchase, unless otherwise expressly agreed. The refund will be processed within the applicable legal period. Where permitted by law, we may withhold it until we receive the goods or until you provide evidence that they have been sent back, whichever occurs first.
If you voluntarily chose a more expensive delivery method than the standard method offered, we are not required to reimburse the additional cost of that premium delivery method where the law so provides.
Size changes
We do not process automatic exchanges. Where a return is admissible, the simplest way to obtain another size is to complete the applicable return and place a new order. This does not limit any statutory consumer right.
Orders returned because of an incorrect address or failure to collect
If an order is returned to the sender because of an incorrect or incomplete address supplied by the customer, unjustified refusal of delivery, or failure to collect the parcel, we may request payment of the new shipping cost required to resend it, provided the issue was not caused by us or the carrier.
Contact
For any question about returns or refunds, email info@reliablemood.com.