return policy

At CUECHÉ, each piece is carefully and handcrafted, and we want you to be completely satisfied with your purchase. Below, we detail our return policy in accordance with current regulations in Spain.

Damages and problems

Please review your order upon receipt and contact us immediately if the item is defective, damaged, or if you received the wrong item, so we can evaluate the issue and resolve it.

Right of Withdrawal (14 days)

In accordance with the General Law for the Defense of Consumers and Users (Royal Legislative Decree 1/2007), you have the right to withdraw from your purchase within 14 calendar days of receiving your order, except for personalized products.

Returns for withdrawal are not accepted in:
• Customized or custom-made products, according to article 103.c) of said law:
“The right of withdrawal will not apply to the supply of goods made according to the consumer and user's specifications or clearly personalized.”
• Sale items or gift cards.

Changes

The quickest way to ensure you get what you're looking for is to return the item you have and, once the return is accepted, make a separate purchase of the new item.

Cost of return due to withdrawal

In the case of a return due to withdrawal (for non-personalized items), a fixed fee of €5 will be applied, which will be deducted from the refund amount. This fee covers return shipping costs and administrative processing.

Exceptions: free returns

The return will be free in the following cases:
• Product with manufacturing defect
• Order damaged during shipping
• Wrong product (does not match the requested item)

How to request a refund

Write to us at info@cueche.shop within 7 calendar days of receiving your order. Please indicate:
• Your order number
• Reason for return
• Clear photographs of the product in case of failure or error

Our team will review your request and respond within 72 business hours.

Return process

Once the return is approved, you will receive:
• A prepaid return label
• Detailed instructions for preparing and shipping the package

Please note that returns must be sent to the following address:
Captain Blanco Argibay Street 18, Madrid – 28029, Spain.
Returned items will not be accepted without prior request for a refund.

General conditions

The product must be in perfect condition, as you received it, unused, and in its original packaging. Returns will not be accepted after the deadline or if the product has been tampered with.

Refunds

We'll let you know when we've received and inspected your return and whether or not your refund has been approved. If approved, your refund will be automatically issued to your original payment method within 10 business days. Please note that it may take some time for your bank or credit card issuer to process and issue your refund.

If more than 15 business days have passed since we approved your return, please contact us at info@cueche.shop .

Contact

If you have any questions, please email us at: info@cueche.shop
We will be happy to help you.