Política de reembolso
REFUND POLICY
At Eydavy, every keepsake is handmade with care, and many of our creations are made especially for each customer. Please read this policy carefully before placing your order.
ORDER CANCELLATIONS
Cancellation requests are accepted within 6 hours of purchase.
To request a cancellation, please contact us at shop@eydavy.com and include your order number.
After 6 hours, cancellation cannot be guaranteed, even if the order has not yet shipped. Personalized orders may enter the design or production process shortly after purchase.
Orders that have already been shipped cannot be cancelled.
PERSONALIZED AND CUSTOM ITEMS
We do not accept returns, exchanges, or refunds for change of mind on personalized or custom made products.
This includes items made using customer supplied or customer selected details such as:
- Names
- Dates
- Personal messages
- Photographs
- Custom wording
- Engraving
- Personalized packaging
- Customer requested designs
- Any other personal specification
These products are created specifically for each customer and cannot normally be resold.
For customers in the European Economic Area, the statutory right of withdrawal does not apply to goods made according to the consumer’s specifications or goods that are clearly personalized.
DESIGN PREVIEWS AND CUSTOMER APPROVAL
When a design preview is provided, the customer is responsible for carefully checking all names, dates, photographs, messages, spelling, colors, and other requested details.
Approval confirms that the design is correct and ready for production.
Once a design has been approved and production has started, changes, cancellations, or refunds may no longer be possible.
We are not responsible for errors that were visible in a preview approved by the customer.
CUSTOMER SUPPLIED INFORMATION
Customers are responsible for providing complete and accurate personalization details.
If required information or photographs are missing, production may be delayed until we receive them.
We may contact the customer using the email address supplied with the order. If we do not receive a response, we may produce the item using the information available, postpone production, or cancel and refund the order where appropriate.
NON PERSONALIZED ITEMS
For products that are not personalized or made to order, returns are accepted where required by applicable consumer law.
Customers in the European Economic Area may have the right to notify us of their decision to withdraw from an eligible purchase within 14 days of receiving the item.
To qualify for a return, the product must be unused, undamaged, and returned in its original condition and packaging.
Please contact us before returning any product so that we can provide the correct return instructions and address.
Unless the item is damaged, defective, incorrect, or applicable law states otherwise, the customer is responsible for return shipping costs.
The customer is responsible for the product until it reaches us. We recommend using a tracked postal service.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Please inspect your order when it arrives.
If your item arrives damaged, defective, or different from what you ordered, contact us as soon as possible at shop@eydavy.com.
Please include:
- Your order number
- A description of the problem
- Clear photographs of the item
- Photographs of the external and internal packaging
- A photograph of the shipping label
We will review the issue and offer an appropriate solution, which may include a repair, replacement, partial refund, or full refund.
Please keep the item and all packaging until we confirm the next steps.
Nothing in this policy limits any mandatory legal rights relating to faulty, damaged, or misdescribed products.
HANDMADE AND NATURAL VARIATIONS
Every Eydavy creation is made individually.
Our products may contain natural materials such as wood, cork, dried flowers, stones, crystals, paper, or other handmade elements.
Small differences in color, wood grain, texture, shape, flower placement, stone markings, engraving, or arrangement are normal and make each creation unique.
These natural and handmade variations are not considered defects.
PHOTOGRAPHS AND SCREEN COLORS
Colors may appear slightly different depending on the customer’s screen, lighting, photographic conditions, or the natural materials used.
Minor color differences are not considered defects.
REFUNDS
Approved refunds are issued to the original payment method.
After a refund has been processed, the time required for it to appear in the customer’s account depends on the bank or payment provider.
Original shipping charges are not refundable unless the item was damaged, defective, incorrect, or applicable law requires their reimbursement.
If a returned item is received used, damaged, incomplete, or in a condition different from when it was delivered, we may reduce the refund where permitted by applicable law.
RETURN ADDRESS
Please do not return an item without contacting us first.
When a return is approved, we will provide the correct return address and instructions.
The return address may differ from the address shown on the parcel.
CUSTOMS AND IMPORT CHARGES
International orders may be subject to import taxes, customs charges, local VAT, or postal handling fees imposed by the destination country.
Unless checkout states that these charges have already been collected, the customer may be responsible for paying them.
Refusal to pay an import charge does not automatically create a right to a full refund.
If a parcel is returned to us because an import charge was refused or remained unpaid, any refund will be assessed after the parcel has been received.
Where legally permitted, original shipping costs, return shipping costs, customs charges, or handling costs incurred by Eydavy may be deducted from the refund.
CUSTOMER RIGHTS
Nothing in this policy excludes or limits any mandatory consumer rights under the laws applicable to the customer.
CONTACT
For cancellations, returns, damaged orders, or refund enquiries, contact:
Eydavy Design S.L.
CIF: B76367788
Calle Delicias 17
35110 Vecindario, Las Palmas
Spain
Email: shop@eydavy.com
Phone: +34 614 103 992