Return policy
This Policy applies to all purchases made through our online store.
- Right of withdrawal (no-fault return)
The customer has a period of 14 calendar days from the receipt of the order to exercise their right of withdrawal, without needing to state the reason.
To exercise this right, the customer must use the returns portal.
Exceptions to withdrawal
Returns will not be accepted for:
- Products customized or made to customer specifications.
- Goods that are not suitable for return for health protection or
hygiene reasons.
2. General return conditions
For a return to be accepted, it will be necessary that:
1. The product is in the same condition in which it was delivered.
2. It has not been used beyond what is necessary to determine its
nature, characteristics, or functioning.
3. It is returned in its original packaging appropriately.
3. Cost of return
If the return is due to an error or defect attributable to Gortari, shipping costs
from Spanish territory will be borne by Gortari.
If it is a voluntary withdrawal or any reason not attributable to Gortari, the
return costs will be the responsibility of the customer.
4. Return procedure
1. Notify through the returns portal within 14 calendar days from the
receipt of the order.
2. Gortari will provide the shipping address for the return.
3. The customer can send the item using the courier company of their choice, or request that
Gortari manage the collection (indicating the cost when applicable).
4. Gortari will verify the product's condition upon receipt.
5. The refund will be made within a maximum of 14 calendar days from the receipt of the
returned item, using the same payment method used in the purchase.
Gortari may withhold the refund until the product is received or proof of return is provided.
6. Products with warranty
In case of a defective product, Gortari will offer the legally corresponding solution:
repair, replacement, price reduction, or contract termination, at no cost to the
consumer.