Refund policy
Changed your mind? You have 30 days
The law gives you 14 calendar days from receiving your order to withdraw without giving any reason. We give you 30. The 16 extra days are a commercial commitment of ours; the first 14 are your statutory right and nobody can cut them short.
Information about your right of withdrawal
Right to withdraw from the contract. You have the right to withdraw from your purchase within 14 calendar days without giving any justification. By our own commercial decision, we extend that period to 30 calendar days.
When it starts counting. The period expires 14 calendar days (30 with our extension) from the day on which you, or a third party indicated by you other than the carrier, acquired physical possession of the product. If a single order arrives in several parcels, it counts from receipt of the last one.
How to exercise it. Write to us at coolnuvo.official@gmail.com stating your decision to withdraw unequivocally: your order number and one sentence is enough. You may use the model withdrawal form at the end of this page, although it is not compulsory. To meet the deadline it is enough that you send that communication before it expires.
Consequences. We will refund all payments received, including the standard outbound shipping costs (but not the extra costs of a delivery method other than the cheapest one we offer, if you chose it), without undue delay and in any case within 14 calendar days from the day you tell us your decision. We may withhold the refund until we have received the product back or until you provide proof of having sent it, whichever happens first. The refund is made using the same means of payment you used, unless you expressly agree otherwise, and it will not cost you anything.
Returning the product. You must send it back to us without undue delay and in any case within 14 calendar days from the day you communicate your withdrawal. The cost of returning it is yours. You are only liable for any diminished value of the product resulting from handling other than what is necessary to establish its nature, characteristics and functioning.
How to return, step by step
- Write to us first at coolnuvo.official@gmail.com with your order number and the reason. We reply with the return address and the instructions. We cannot accept products sent back without telling us first, because we do not know whose they are or which order they belong to.
- Prepare the product. It has to be unused, in its original condition and in its original packaging, and you will need the receipt or proof of purchase. Protect it well for the journey back.
- Send it with the carrier you prefer. Return postage is payable by the customer, and we recommend a tracked service: we cannot be responsible for returns that get lost on the way.
- Get your money back. When it reaches us and we check it, we let you know. If approved, the refund goes back to the same means of payment you used, normally within 5 to 10 business days and never later than the 14 days the law sets from when we receive the product or your proof of shipment. Your bank may take a little longer to show it.
Within the 14 legal days, the refund also includes the standard outbound shipping you paid. Between day 15 and day 30, which is already our courtesy, the price of the product is refunded.
Legal exceptions
Article 103 of the Spanish consumer act (TRLGDCU) excludes from the right of withdrawal, among other cases, sealed goods which are not suitable for return for health protection or hygiene reasons and which were unsealed after delivery, and personalised or made to measure goods.
What this means for the Kit of 9 fridge magnets for photos and drawings
None of those exceptions applies to it: it is not sealed for hygiene reasons and it is not made to measure, so you have the full 30 days even if you opened it and tried it.
Trying it is fine. We only ask that, if you are going to return it, you treat it as you would in a physical shop: without having stuck any photo or drawing on the acrylic and with their backings still on.
Exchanges
Within those same 30 days you can also exchange the product instead of asking for your money back. The fastest route is to return the one you have and, as soon as the return is accepted, place a new order: that way the replacement is on its way without waiting for the exchange to close. Write to us and we will coordinate it with you. Return postage follows the same rule as step 3.
Damaged, faulty or wrong product: this is different
This is not a change of mind and it costs you nothing. Tell us within 48 hours at coolnuvo.official@gmail.com with photos or video of the product and its packaging. We send you a replacement or refund you in full, including return transport where applicable.
Cancelling an order
If it has not shipped yet, we cancel it and refund the full amount. If it has already shipped, the withdrawal explained above applies.
Partial refunds
Sometimes a partial refund suits everyone better: for example a minor cosmetic defect on a product that works. We will only do it with your express agreement.
If your order never arrives
If it does not arrive within the maximum period, you can require us to deliver within an additional reasonable period or terminate the contract and receive a full refund.
Legal guarantee: 3 years
New products carry a 3 year legal guarantee of conformity from delivery, under Spanish law. To use it, write to coolnuvo.official@gmail.com with your order number, a description and photos. Depending on the case, the law gives you the right to repair, replacement, a price reduction or termination of the contract.
The guarantee covers defects existing from the outset. It does not cover normal wear and tear or misuse. The one who answers to you is the seller (Fotimanes), not the manufacturer or the supplier.
If you buy from outside the European Union
In addition to what is described here, the mandatory consumer rules of your country of residence protect you. Our 30 day return is offered as a commercial commitment in every destination.
Your statutory rights
Nothing in this policy limits the rights granted to you by Spanish and European Union consumer law.
Model withdrawal form
You only need to fill it in and send it if you wish to withdraw from the contract. It is not compulsory: an email saying so in your own words works just as well.
To Fotimanes, Avenida de Guadalajara 8, Guadalajara, España · coolnuvo.official@gmail.com
I hereby give notice that I withdraw from my contract of sale of the following goods:
· Order no. / product: ______________________________
· Order date: ____________________
· Date received: ____________________
· Consumer name: ______________________________
· Consumer address: ______________________________
· Date: ____________________
· Signature (only if submitted on paper): ____________________
Who answers to you
- Seller: Fotimanes
- Address for communications: Avenida de Guadalajara 8, Guadalajara, España
- Email: coolnuvo.official@gmail.com
We give you the specific address to send the product to when we reply to your request, because it depends on the warehouse your order shipped from.