Returns and refunds

This policy explains the conditions for withdrawal, returns, exchanges, faulty goods and refunds for purchases made on warwolfshop.com.

1 · Your 14-day right of withdrawal

If you buy as a consumer, you can request a return without giving any reason within 14 calendar days of the date on which you, or someone you nominate, receive the order.

To exercise it, write to info@warwolfshop.com before that deadline, clearly stating your decision to withdraw, your full name and your order number.

After telling us, you must send the product back without undue delay and no later than 14 calendar days after your notice. We will give you the instructions and the return address.

2 · The condition it must come back in

Returned products must be:

• Unused and unwashed, beyond the handling reasonably needed to examine them.
• Complete and in the same condition in which you received them.
• With their original packaging, accessories and documentation.
• For footwear, with the original box protected inside another box. Do not stick shipping labels directly onto the product box.
• For smelling salts and chalk, with the seal intact.

You may be liable for any diminished value resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the product.

We need to be able to identify your purchase. Returns sent without notice, or without enough order details, may be delayed until we can match them.

3 · Who pays for the return

For a voluntary return or a change of mind, you bear the direct cost of returning the product, and you should use a tracked service.

If we confirm a manufacturing fault, damage attributable to us, or that we sent you the wrong item, we cover the reasonable cost of the return or replacement. We check every order before it leaves, but that check does not limit your statutory rights.

4 · Damage, wrong item and faults

If you find transit damage, an incorrect item or any other obvious problem when the parcel arrives, tell us within 48 hours of delivery, with clear photos or video of the product, the packaging, the shipping label and the problem. That lets us document the incident and claim with the carrier in time.

This 48-hour window does not affect your rights regarding a hidden manufacturing fault that could not reasonably be spotted at delivery.

Do not throw away the product or the packaging while we are reviewing the case. We may ask for further evidence reasonably needed to verify what happened.

5 · Exchanges and size swaps

Exchanges are subject to stock. For a size swap, or any other exchange that does not come from a mistake of ours or a confirmed fault, the return postage and the new shipment are at your cost, and we tell you the amount in advance.

If we offer you store credit, it will always be with your express agreement. You are not obliged to accept store credit instead of a refund you are entitled to.

6 · Exceptions

• Products personalised or made to your specifications cannot be returned for a change of mind.
• Sealed products that cannot be returned for reasons of hygiene or health protection, if you have removed the seal after delivery.
• Items identified before purchase as second quality, display units or carrying a described imperfection are not considered faulty because of those disclosed characteristics. This does not exclude your right of withdrawal or a claim for an undisclosed fault.
• Products damaged by misuse, incorrect care, an accident or an unauthorised modification are not covered as manufacturing faults.

7 · Refunds

Once the return is received and checked, we refund you using the same payment method you used. We may withhold the refund until we have received the product, or until you provide evidence that you have sent it, whichever comes first.

For a valid withdrawal, the refund includes the standard outbound shipping cost. If you chose a shipping service more expensive than standard, the difference is not refunded.

Your bank or payment provider may take several working days to show the credit after we issue it.

8 · Cancelling or changing an order

Write to us as soon as possible if you want to cancel or change something. We try to act on requests that arrive before we start preparing the order, but we cannot guarantee cancellation once preparation, customs clearance or handover to the carrier has begun.

Not being able to cancel before dispatch does not remove your right of withdrawal once you receive the order.

9 · Orders in transit, delays and lost parcels

We do not issue an automatic refund simply because a parcel is still in transit within the estimated delivery window. Our usual estimate is around 5 working days from dispatch, depending on the destination.

If the ordinary maximum period of 30 calendar days from purchase is exceeded, or if tracking stops updating for an unusual stretch of time, we review all available information with the carrier and keep you posted.

If the loss is confirmed, or if delivery can no longer reasonably be completed, we apply the remedy required by law: replacement of the order or a refund.

If tracking marks the parcel as delivered but you tell us you have not received it, we review all available delivery information (time, delivery point, signature or photo proof) before resolving. We will also ask you to check with neighbours, building reception or your nearest pickup point, because in most of these cases the parcel turns up there.

10 · How to request a return or report a problem

Write to info@warwolfshop.com with:

• Your full name and order number.
• Whether this is a withdrawal, an exchange, damage, a wrong item or a fault.
• Photos or video where relevant.

Do not send a return to the address printed on the parcel label, and do not send anything before you have our instructions. The return address may be different, and a parcel sent on your own initiative may be lost or refused.

11 · Your statutory rights

Nothing above limits the rights that applicable consumer law gives you on a mandatory basis, including the legal guarantee of conformity.

The Spanish version of this policy is the reference version.

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Warwolf · F-369306-K · Carrer Santa Eulàlia, AD200 Encamp (Andorra) · info@warwolfshop.com