This Returns and Refunds Policy sets out the conditions under which Xtampa (Ángel López Romero, Tax ID ES48430998J) manages the right of withdrawal, returns and refunds arising from purchases made through www.xtampa.es.
This document is issued in accordance with Royal Legislative Decree 1/2007, of 16 November, approving the consolidated text of the General Law for the Protection of Consumers and Users (hereinafter, TRLGDCU), in particular Articles 102 to 108 and 114 et seq.; Law 3/2014, of 27 March, amending that consolidated text; Directive 2011/83/EU of the European Parliament and of the Council, of 25 October 2011, on consumer rights; and Regulation (EU) 2016/679 (GDPR) and Organic Law 3/2018 (LOPDGDD) on data protection.
The provisions on the right of withdrawal apply exclusively to consumers and users (B2C customers). Purchases made by companies and professionals (B2B customers) are governed by our Terms and Conditions and, in the absence of agreement, by the Spanish Commercial Code and Civil Code. If in doubt, please contact us at [email protected].
1. Your right of withdrawal
At Xtampa, we want you to be fully satisfied with your order. We therefore recognise and guarantee a broad and transparent right of withdrawal, in line with Spanish and European e-commerce legislation.
In accordance with Article 102 of the TRLGDCU and Directive 2011/83/EU, if you qualify as a consumer and user you have 14 calendar days from receipt of your order to exercise your right of withdrawal without giving any reason and without penalty.
This right allows you to terminate the contract and return the products received, obtaining a refund of the amount paid, including delivery costs, subject to the legal exceptions.
2. Scope: consumers and businesses
Consumer customers (B2C)
If you contract as a consumer or user (a natural person acting for purposes outside your trade, business, craft or profession), the statutory 14-day right of withdrawal regulated in this policy applies to you in full, as does the statutory guarantee of conformity.
Business and professional customers (B2B)
If you contract as a company or professional in the course of your business, the statutory right of withdrawal does not apply, as it falls outside the subjective scope of the TRLGDCU. In that case:
- Returns will be governed by what is agreed in the Terms and Conditions and, failing that, by the Commercial Code and Civil Code.
- Liability for hidden defects in the goods will in any event be maintained under Articles 1484 et seq. of the Civil Code and, in commercial sales, under Article 336 of the Commercial Code.
- We may accept commercial returns as a courtesy or by agreement, subject to the conditions agreed in each case (condition of the product, time limits and, where applicable, restocking costs).
If you are unsure which regime applies to your purchase, please consult us before placing your order at [email protected].
3. Time limit for exercising the right of withdrawal
General period
The withdrawal period is 14 calendar days from the day on which you, or a third party indicated by you (other than the carrier), acquire physical possession of the order. This is an uninterrupted period, so it includes weekends and public holidays.
For contracts comprising several goods ordered in a single order but delivered separately, the period runs from receipt of the last good. For contracts involving periodic delivery of goods, it runs from receipt of the first good.
Customised products
For customised products (printed garments, embroidery, vinyl, transfers, labels, banners, etc.), the right of withdrawal is excluded pursuant to Article 103.c) of the TRLGDCU, as these are goods made to the consumer's specifications or clearly personalised. We will expressly inform you of this exclusion before production begins.
Notification of withdrawal
To exercise your right of withdrawal, you must clearly communicate your decision before the 14-day period expires. You may do so:
- By email to [email protected] (recommended for faster follow-up)
- By telephone: 868 103 781
- Mobile/WhatsApp: 688 908 082 (WhatsApp during business hours, 09:00 to 14:00)
- Using the withdrawal form included in section 6 of this policy
Your withdrawal notice must state:
- A clear statement that you are withdrawing from the contract
- Order number or reference
- The products you wish to return
- Your contact details (name, email and telephone number)
Use of the form is not mandatory: any other unequivocal statement of your intention to withdraw will be equally valid. If you notify us of your withdrawal electronically, we will send you an acknowledgement of receipt on a durable medium without delay.
4. Effects of withdrawal
Consumer obligations
In accordance with Article 105 of the TRLGDCU, once withdrawal has been notified:
- You must return the products or make them available to us without undue delay and, in any event, no later than 14 calendar days after the date on which you informed us of your decision to withdraw.
- The deadline is met if you send the products back before that 14-day period has ended.
- You are only liable for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
Conditions for accepting a return
For us to accept your return, products must meet the following conditions:
- No improper use: The product must not show signs of use beyond normal inspection to establish its nature and characteristics.
- No customer-caused damage: It must not show tears, stains or alterations caused by improper use.
- Condition suitable for resale: The product must be capable of being resold, except for minimal wear resulting from inspection.
- Original packaging: Preferably in its original packaging or equivalent packaging that ensures protection during transport.
- Documentation: Include the delivery note or invoice and any documentation accompanying the product.
Cases in which returns are not accepted
- Products showing evident use or inappropriate wear that reduces their value
- Products damaged by the customer
- Returns requested after the 14-day period
- Products without clear order identification
- Customised products made to the customer's exclusive specifications (pursuant to Art. 103.c) TRLGDCU)
5. Return procedure
Follow these steps to exercise your right of withdrawal:
- Notify your withdrawal: Send an unequivocal withdrawal statement to [email protected] or using the form in section 6, stating your order number and the products you wish to return.
- Receive confirmation: We will reply to confirm receipt of your withdrawal notice and provide return instructions and the return address.
- Pack the product: Prepare the package carefully, using the original packaging or equivalent packaging that adequately protects the product during transit.
- Send the return: Dispatch the item following the instructions provided. Keep your proof of posting until the process is complete.
- Product inspection: Our team will inspect the product upon receipt to verify that it meets the withdrawal conditions.
- Confirmation and refund: If the return meets the legal requirements, we will issue the refund in accordance with Article 107 of the TRLGDCU.
6. Withdrawal form
In accordance with Article 102.1 of the TRLGDCU and Annex I to Directive 2011/83/EU, we provide the following model withdrawal form. Its use is optional: you may exercise your right by any other unequivocal statement.
— Only complete and send this form if you wish to withdraw from the contract —
- To: Xtampa (Ángel López Romero), Tax ID ES48430998J, C/ Cerámica Galindo, 2, 30820 Alcantarilla, Murcia (Spain). Email: [email protected].
- I hereby give notice that I withdraw from my contract of sale of the following good / provision of the following service: ______________________________
- Order number / reference: ______________________________
- Order received on: ______________________________
- Name of consumer and user: ______________________________
- Address of consumer and user: ______________________________
- Signature of consumer and user (only if the form is submitted on paper): ______________________________
- Date: ______________________________
You may send this completed form to [email protected] or to the postal address indicated.
7. Refunds
Refund period
In accordance with Article 107 of the TRLGDCU, once we have received your withdrawal, we will issue the refund without undue delay and, in any event, no later than 14 calendar days after the date on which we were informed of your decision to withdraw.
Right of retention
Notwithstanding the foregoing, and pursuant to Article 107.1, second paragraph, of the TRLGDCU, we may withhold the refund until we have received the goods back, or until you provide evidence of having returned them, whichever condition is met first.
Refund method
The refund will be made using the same means of payment used for the original transaction, unless you have expressly agreed to another method and provided that it does not result in any cost to you:
- Credit/debit card: The refund will be credited to the associated account. Your bank may take an additional 3 to 5 business days to reflect the transaction.
- PayPal: The refund will be processed automatically in your PayPal account.
- Bank transfer: We will transfer the funds to the account from which the original payment was made.
Amount refunded
In accordance with Article 107.2 of the TRLGDCU, we will refund the total amount paid for the products, including delivery costs, subject to the exceptions provided for in Article 107.3 (a delivery method more expensive than the standard one expressly chosen by the consumer).
We will send you a confirmation email once the refund has been issued, stating the amount and the method used.
8. Return shipping costs
Return costs
In accordance with Article 108 of the TRLGDCU, we will only require you to pay the return costs where you have expressly chosen a delivery method other than the least expensive standard delivery method we offer.
Initial delivery
- If the original delivery was free because the order met the applicable conditions (minimum order value, promotions, etc.), we bear the original shipping cost.
- If you paid delivery costs on the original order, these will be refunded in accordance with Article 107.2 of the TRLGDCU.
Return delivery
- Returns without a defect: For withdrawals due to a change of mind or preference, the customer bears the return shipping costs, unless you chose a delivery method more expensive than the standard one.
- Defective or incorrect product: If the product has manufacturing defects or does not match what was ordered, we will bear all return shipping costs.
- Return label: In cases of defective or incorrect products, we will provide a prepaid return label or instructions for shipping at no cost.
9. Defective, damaged or incorrect products
If you receive a defective, damaged product or one that does not match your order, you have additional rights under Articles 114 et seq. of the TRLGDCU (statutory guarantee of conformity):
- No additional cost: You will not bear any shipping costs or penalties.
- Legal conformity period: Consumers have 3 years from delivery to exercise their conformity guarantee rights for new products (Art. 118 TRLGDCU).
- Internal recommendation: We recommend notifying us of any defect within 30 days of receipt to speed up handling. This recommendation does not limit or condition your legal rights.
- Resolution options: We may offer repair, replacement, a price reduction or termination of the contract (full refund), according to your preference, the nature of the goods and availability, in accordance with Articles 119 et seq. of the TRLGDCU.
- Evidence of the issue: We recommend sending photos or videos of the defect by email to speed up the process.
To report an issue, contact us at [email protected].
10. Exceptions and special cases
Customised products
Customised products (printed garments, embroidery, vinyl, transfers, labels, banners, etc.) are excluded from the right of withdrawal under Article 103.c) of the TRLGDCU where:
- The product has been made to the consumer's specifications, or
- The product is clearly personalised.
We will inform you of this exclusion before production starts. If you identify a defect in the customisation (design error, poor print quality, etc.), you retain your right to make a claim under the conformity guarantee (Art. 114 et seq. TRLGDCU).
Other legal exclusions
In addition to customised products, the right of withdrawal is excluded, among others, in the cases set out in Article 103 of the TRLGDCU, such as goods liable to deteriorate or expire rapidly, sealed goods which for health or hygiene reasons have been unsealed after delivery, and goods which, after delivery and according to their nature, have been inseparably mixed with other items.
Sale or promotional products
- Sale products carry the same withdrawal rights as regularly priced products.
- If you withdraw from part of an order that included a promotion (for example, "3 for 2"), the refund will be adjusted in accordance with the conditions of the original promotion.
Seasonal products
Seasonal products may be subject to special return conditions. We will inform you of any restrictions at the time of purchase.
11. Alternative dispute resolution
Xtampa will handle complaints sent to [email protected] and, where appropriate, provide information about competent alternative dispute resolution bodies. The former EU ODR platform is no longer operational following the repeal of Regulation (EU) 524/2013 by Regulation (EU) 2024/3228.
Xtampa informs you that it is not a member of any consumer arbitration scheme, without prejudice to the possibility of voluntarily submitting to arbitration or mediation in the event of a dispute. This route is additional and does not limit your right to bring proceedings before the competent courts.
12. Personal data protection
During the withdrawal and return process we process your personal data in accordance with Regulation (EU) 2016/679 (GDPR) and Organic Law 3/2018 (LOPDGDD).
- Controller: Xtampa (Ángel López Romero), Tax ID ES48430998J, C/ Cerámica Galindo, 2, 30820 Alcantarilla, Murcia.
- Purpose: Managing the right of withdrawal, processing returns and refunds, and improving our services.
- Legal basis: Performance of the sales contract and compliance with legal obligations.
- Retention: Data will be kept for the periods legally required to address potential liabilities.
- Recipients: We will not disclose your data to third parties, except where legally required or to providers necessary for managing shipping and refunds.
- Rights: You have rights of access, rectification, erasure, restriction, portability and objection, which you can exercise at [email protected].
For further information, please consult our Privacy Policy.
13. Contact and support
For any questions, enquiries or requests concerning the right of withdrawal, returns and refunds, you can contact us:
- Holder: Xtampa (Ángel López Romero), Tax ID ES48430998J
- Address: C/ Cerámica Galindo, 2, 30820 Alcantarilla, Murcia (Spain)
- Email: [email protected]
- Telephone: 868 103 781
- Mobile/WhatsApp: 688 908 082 (WhatsApp during business hours, 09:00 to 14:00)
- Website: www.xtampa.es
- Customer service hours: Monday to Friday, 09:00 to 14:00 (mainland Spain time)
To speed up the process, always include your order number in all communications.
14. Applicable legislation
This returns and refunds policy is governed by Spanish and European e-commerce and consumer protection legislation, including:
- Royal Legislative Decree 1/2007, of 16 November, approving the consolidated text of the General Law for the Protection of Consumers and Users and other complementary laws (Arts. 102–108 and 114 et seq.).
- Law 3/2014, of 27 March, amending the consolidated text of the General Law for the Protection of Consumers and Users.
- Directive 2011/83/EU of the European Parliament and of the Council, of 25 October 2011, on consumer rights (Arts. 9–14).
- Regulation (EU) 2016/679 (GDPR) and Organic Law 3/2018 (LOPDGDD) on the protection of personal data.
- Civil Code (Arts. 1484 et seq., hidden defects) and Commercial Code (Art. 336), for commercial sales.
Xtampa will handle complaints sent to [email protected] and, where appropriate, provide information about competent alternative dispute resolution bodies. The former EU ODR platform is no longer operational following the repeal of Regulation (EU) 524/2013 by Regulation (EU) 2024/3228.
Entry into force
This Returns and Refunds Policy has been in force since July 2026. Xtampa reserves the right to amend it to adapt to legislative or case-law developments or commercial practice. Amendments will be published on this same page, indicating their update date.