Refund policy
General Return Period
The customer has 30 calendar days from the receipt of the order to request a return.
To be eligible for a return, the product must be in perfect condition, unused, with its tags and in its original packaging, and must include the proof of purchase.
To initiate a return, you must contact us at info@gasspringseu.es. Please note that returns will need to be sent to the following address: C/ Azorín 5, 46210 Picanya (Valencia), Spain.
Items sent back without first requesting a return will not be accepted.
Customized or Made-to-Measure Products
In accordance with Article 103.c of the Spanish General Law for the Defense of Consumers and Users (TRLGDCU), the right of withdrawal does not apply to:
“Goods made according to the consumer’s specifications or clearly personalized.”
At gasspringseu.es, this exception applies to gas springs that are customized or manufactured specifically to the pressure, length, or characteristics requested by the customer.
No Return Due to Customer Error
If the customer provides incorrect measurements, pressure, specifications, or references, the return cannot be accepted, as the product has been manufactured exclusively according to the provided instructions and cannot be repurposed or resold.
However, we will always try to offer an alternative solution, advising on possible adjustments or replacements whenever technically and economically feasible.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Return Due to an Error Attributable to Our Company
If the customized product received does not match the specifications requested by the customer due to a manufacturing or order-preparation error by gasspringseu.es, we will cover:
- The product pickup at no cost to the customer.
- Its repair, replacement, or full refund of the amount paid.
Damage, Defects, or Shipping Errors
Please inspect the goods upon receipt.
If the item arrives damaged, defective, or incorrect, you must notify us within 48 hours of delivery, attaching photos of the packaging and product so we can assess the issue.
If the claim is accepted, we will proceed accordingly (replacement, repair, or refund) at no cost to the customer.
Additional Exceptions
We do not accept returns of:
- Custom or made-to-measure products (see section 2).
- Used products or items showing damage not caused during transport.
- Clearance or sale items, unless they have a manufacturing defect.
- Gift cards.
- Hazardous materials, flammable liquids, or items that cannot be returned for safety reasons.
Exchanges
The fastest way to process an exchange is to place a new order and then request a return for the original product (if it is eligible for return).
Right of Withdrawal (14 Days – European Union)
Under EU regulations, when the order is shipped within the European Union, the customer has 14 calendar days to exercise the right of withdrawal without needing to justify their decision.
This right does not apply to customized products, as stated in Article 103.c TRLGDCU.
The product must be returned under the same conditions described in section 1.
Refunds
Once the return has been received and inspected, the customer will be notified of the approval or rejection of the refund.
If approved, we will process the refund using the same payment method used for the order, within a maximum of 10 business days.
Bank processing times may vary.
If more than 15 business days have passed since the refund was approved and the amount has not been received, you may contact us at info@gasspringseu.es.
Contact
For any questions regarding returns or refunds, you can contact us at: info@gasspringseu.es
