Refund policy
Our Commitment to You
We want you to be completely satisfied with your purchase. If something isn't right, our returns and refunds process is designed to be simple, fast, and fair. This policy explains your return window, how to start a return, what happens to your refund, and your legal warranty rights as a consumer.
Return Window
You may return your order within 30 days of delivery — no reason needed. This is separate from, and in addition to, your statutory right of withdrawal. For full details on that statutory right, please see our Right of Withdrawal terms.
How to Start a Return
Starting a return only takes a few steps:
- Email contact@telovendo.site with your order number and the item(s) you wish to return.
- Within one business day, we'll send you a return label by email.
- Repack the goods securely, ideally in their original packaging, and attach the label to the parcel.
- Drop the parcel off at your local postal office.
Once your return is on its way, there's nothing more you need to do — we'll take it from there.
Return Conditions
To be eligible for a return, please make sure that:
- The goods are complete and returned in their original packaging.
- Any labels and protective films remain undamaged and attached.
- Hygiene items and sealed products have not had their seal opened — these are excluded from return once opened.
Exchanges
If you'd prefer a different size, color, or item rather than a refund, we're happy to help. Simply let us know when you contact us, and we'll arrange an exchange as an alternative to processing a refund.
Refunds
Once we receive and inspect your returned item, we will process your refund within 5 days. Refunds are issued to your original payment method — for example, Visa, Mastercard, American Express, Maestro, Google Pay, or Apple Pay, depending on how you paid — and will be reflected in euros (EUR), our store's operating currency. Please note that your bank or card provider may require additional time to display the refund on your statement.
Return Shipping Costs
You will not be charged for return shipping. We cover the full cost of returning your order to us.
Legal Warranty
In addition to our voluntary return window, all products are covered by a 2-year legal warranty against manufacturing defects and lack of conformity, in line with applicable consumer protection law. If you believe an item you received is faulty or does not match its description, please contact us using the details below so we can assess your case and offer a repair, replacement, or refund as appropriate.
Questions?
If you have any questions about a return, exchange, refund, or warranty claim, we're here to help. Reach us at contact@telovendo.site or call +34679833673.
Right of withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period expires 14 days from the day on which you, or a third party other than the carrier indicated by you, acquires physical possession of the goods.
To exercise the right of withdrawal, you must inform us
telovendo
C. de la Oca, nº10, Carabanchel
28025 Madrid, Spain
Phone: +34679833673
Email: contact@telovendo.site
of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or email).
Effects of withdrawal
If you withdraw from this contract, we shall reimburse all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event no later than 14 days from the day on which we are informed about your decision to withdraw from this contract.
You shall send back the goods or hand them over to us without undue delay and in any event no later than 14 days from the day on which you communicate your withdrawal from this contract.
You will have to bear the direct cost of returning the goods.