- Return policy.
Our returns policy is governed by Royal Legislative Decree 1/2007, of November 16, which approves the consolidated text of the General Law for the Defense of Consumers and Users, as well as by Law 7/1996 on the Regulation of Retail Trade, modified by Law 47/2002 to adapt it to European Directive 97/7/EC.
In this context, CARRERO customers have a period of 14 days to exercise their right of withdrawal by making an unequivocal statement indicating their decision to cancel their purchases.
- How to make a return?
In order to offer the best user experience, the usual way to make returns at CARRERO is also online at https://alumne7.es.
To make a return, please go to the returns section of the store. Here you can search for your orders and select the products you wish to return.
Once you have requested a return on the website, you must prepare the package in the same condition and with the packaging you received upon delivery. After receiving our confirmation, the package will be collected within approximately 48-72 hours by a courier from the address indicated on the order.
Within a maximum of 7 business days from the correct receipt in our warehouse, the refund will be made using the same payment method that was used in the original order.
Please note that, if it is a credit/debit card, the refund, depending on the specific bank used, may take up to 30 days to be processed.
The customer is responsible for return shipping costs, which will depend on weight and volume. If the package fits in a shoebox and weighs no more than 2 kg, XX€ will be deducted directly from the refund.
EXCEPTIONS: If the package exceeds 2 kilos in weight or volume, the return shipping costs, which will be deducted from the refund as required by law, vary according to the costs set by the courier, regardless of whether free shipping was applied to the purchase.
Please take this into account.
Once the refund has been processed by us, you will receive an email confirming it and with a link to download the invoice for the credit.
- Are there any products that cannot be returned?
Based on the current law cited at the beginning of this page, the following returns are NOT accepted:
- Items that are not suitable for resale must be returned in the same condition in which they were received, with their original packaging and all tags intact. Used items are not accepted.
- Items identified with the Custom seal: Handmade, made to order exclusively for the customer.
- Imported items ordered on request.
- Items that come into contact with the body: For hygiene reasons, these items are non-returnable and non-exchangeable. Examples include stockings and underwear. Returns will only be accepted if the items are opened and returned in their original packaging with all tags intact.
- Order cancellations
Orders can be cancelled at any time as long as they have not entered the preparation or shipping phase. If the order contains one or more made-to-order items, it cannot be cancelled or returned unless the cancellation is communicated within the first 24 hours from the initial order date.
The order can be cancelled in case of a delay in the delivery date, which is different from the one provided on the item itself at the time of purchase.
CARRERO reserves the right to cancel an order in the event of:
- System failure: If errors occur in the order due to system errors, it is considered a case of force majeure in which we reserve the right to cancel the order to guarantee the best customer service.
- Stock error: Occasionally, although not common, there may be a lapse in synchronization and stock update due to two or more simultaneous purchases of the same unit. This can happen with items that have aggressive offers and high demand. In this case, we cannot guarantee the product delivery dates and we reserve the right to inform you, cancel the order, and issue a full refund immediately.