Return Policy

(A consumer is any natural person who enters into a legal transaction that cannot be attributed primarily to their commercial or independent professional activity.)

Information on withdrawal

Right of withdrawal

You have the right to withdraw from this contract within 30 days without giving any reason.

The withdrawal period will be 30 days from the date:

on which you, or a third party designated by you (other than the carrier), have taken possession of the goods, provided that you have ordered one or more goods in a single order and these have been delivered together;
on which you, or a third party designated by you (other than the carrier), have taken possession of the last good, provided that you have ordered several goods in a single order and these have been delivered separately.

To exercise your right of withdrawal, you must inform us of your decision to withdraw from this contract by email: support@mercana.es.

You may use the attached model withdrawal form for this purpose, but it is not obligatory.

To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.

Consequences of withdrawal

If you withdraw from this contract, we shall reimburse to you 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 not later than 30 days from the day on which we are informed about your decision to withdraw from this contract.

We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise. In any event, you will not incur any fees as a result of such reimbursement.

We may withhold reimbursement until:

we have received the goods back, or
you have supplied evidence of having sent back the goods,

whichever is the earliest.

You shall send back or hand over the goods to us without undue delay and in any event not later than 30 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 30 days has expired.

You will bear the direct cost of returning the goods.

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

Reasons for exclusion and expiry of the right of withdrawal

The right of withdrawal does not apply to contracts:

for the supply of non-prefabricated goods and manufactured on the basis of an individual choice or decision of the consumer;
for the supply of goods that may deteriorate quickly or have a limited shelf life;
for the supply of alcoholic beverages whose price was agreed in the contract, but which can only be delivered at least 30 days after the conclusion of the contract and whose value depends on market fluctuations;
for the supply of newspapers, periodicals or magazines, with the exception of subscriptions.

The right of withdrawal will expire prematurely in contracts:

for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons, if the seal has been removed after delivery;
for the supply of goods which, after delivery and due to their nature, have been inseparably mixed with other goods;
for the supply of audio and video recordings and computer software in a sealed package if the seal has been removed after delivery.

Sample cancellation form

In any case, please contact us via the following email before returning the goods: support@mercana.es.

The return address on our packages is not our returns address. You will receive our return address by email upon request.

If you wish to cancel the contract, please complete the following form and send it by email.

Cancellation Form

I/We () hereby give notice that I/we () withdraw from my/our contract of sale for the supply of the following goods (*)/for the provision of the following service (*):

the purchase of the following goods () /
the provision of the following service ()

Ordered on: () ____________ / Received on: () ______________

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is submitted on paper):

Date: ______________