Last updated: October 13, 2026

This Refund and Returns Policy explains how to return items bought from ACUPARA ("we", "us", "our") on acuparastore.com and how refunds work. ACUPARA is an online gift shop based at Carrer de Rogent 52, 08026 Barcelona, Spain.

Our 30-day return policy is offered in addition to, and not instead of, your statutory rights. Nothing in this policy limits any rights you have under the consumer protection laws of your country of residence. Where the law gives you better rights than this policy, the law applies.

At a glance

• 30 days from delivery to request a return.
• Always start by email. Email support@acuparastore.com with your order number and the reason for the return. Please don't send anything back until you've received our return instructions.
• The return address is sent to you by email. It is not the business address shown in our policies.
• Refunds go back to your original payment method within 14 days of us receiving and inspecting your return.
• Faulty, damaged, or wrong items: we always cover the return cost.
• Consumers in the EU/EEA and the UK also have a statutory 14-day right of withdrawal (cancellation) without giving any reason. See "Your statutory rights" below.

Our 30-day return policy

You can return most items within 30 days from the date your order was delivered, for any reason, as long as they meet the conditions below. This is a voluntary commercial policy that we offer on top of your legal rights.

How to start a return

Step 1: Email us first. Send an email to support@acuparastore.com with:

• your order number;
• which item(s) you'd like to return;
• the reason for the return (if you are exercising a statutory right of withdrawal, you don't have to give a reason);
• photos, if the item is damaged, faulty, or not what you ordered.

Step 2: Wait for our return instructions. We reply within 24 hours on business days. Our reply will include the return instructions and the return address for your parcel.

Step 3: Pack and send your return. Pack the item(s) securely, include your order number, and send the parcel to the return address in our email, following our instructions. Please send it promptly. If you are exercising a statutory right of withdrawal, you must send the items back no later than 14 days after telling us you are withdrawing.

Step 4: We inspect and refund. When your return arrives, we'll inspect it and email you to confirm your refund.

Important: where to send your return

• The return address is provided by email only, as part of the return instructions we send you.
• The return address is not the operator's business address (Carrer de Rogent 52, Barcelona) shown in our policies.
• Items sent to any address other than the return address we give you — including our business address — cannot be accepted or processed.
• We recommend using a tracked shipping service and keeping your proof of postage until you receive your refund.

Return conditions

To be accepted under our 30-day return policy, items should be:

• unused and in the same condition you received them;
• in their original packaging where possible, with any tags, labels, inserts, and accessories included;
• returned with your order number, so we can match the return to your order.

You may handle an item as you would in a shop to see what it is and how it works. If an item has been handled or used beyond that and its value has gone down as a result, we may reduce your refund to reflect the loss in value, where the law allows us to do so.

These conditions don't apply to items that are faulty, damaged on arrival, or not what you ordered. Those are covered in "Damaged, faulty, or incorrect items" below.

Items that can't be returned

The following items can't be returned under our 30-day return policy, unless they are faulty, damaged, or not as described:

[NON-RETURNABLE ITEMS — e.g. personalized items, gift cards, hygiene products once opened]

The statutory right of withdrawal for EU/EEA and UK consumers also does not apply to certain goods, including:

• goods made to your specifications or clearly personalized;
• sealed goods that are not suitable for return for health protection or hygiene reasons, if they have been unsealed after delivery;
• goods that are liable to deteriorate or expire rapidly.

Return shipping costs

• Change of mind: [RETURN SHIPPING COST — e.g. "We provide a free prepaid return label." OR "You pay the cost of returning the item."]
• Faulty, damaged, or incorrect items: always at our cost. We'll either provide a prepaid label or reimburse your reasonable return postage, and we'll explain which in our email.

Shipping to you is always free, so there is no outbound shipping charge to refund.

Refunds

When we've received and inspected your return, we'll email you to confirm the refund.

• Refunds are made to your original payment method within 14 days of us receiving and inspecting the return.
• After we issue the refund, your bank or payment provider may take some additional time to show it on your statement. This timing is outside our control.
• We refund the same amount, in the same currency you paid. If your bank or card issuer converted the payment from another currency, the amount on your statement may differ slightly because of exchange rates or bank fees, which we don't control.
• If you paid import duties or taxes directly to a carrier or customs authority on delivery, those amounts were not collected by us, so we can't refund them. You may be able to reclaim them from the carrier or customs authority. If duties or taxes were charged at checkout, we'll refund them together with the item price where required by law.
• If you are exercising a statutory right of withdrawal or a legal right relating to faulty goods, the legal timeframes and rules for refunds apply (see "Your statutory rights" below).

If you haven't received your refund after the timeframe above, please check with your bank or payment provider first, then email support@acuparastore.com.

Exchanges

If you'd like a different item, color, or variant, email support@acuparastore.com with your order number and tell us what you'd like instead.

• If the replacement item is in stock, we'll arrange an exchange. The replacement ships free and tracked, like every order.
• If it isn't available, we'll process a return and refund, and you're welcome to place a new order.
• Return shipping for an exchange follows the "Return shipping costs" rules above. If you're exchanging a faulty, damaged, or incorrect item, the exchange is at our cost.

Returning a gift

If you received an ACUPARA item as a gift and would like to return it, email support@acuparastore.com. Please include the order number if you have it. If you don't, include the name and email of the person who placed the order and the delivery address, so we can find it.

The usual return conditions and the 30-day period from delivery apply. Once we've received and inspected the return, the refund will be issued either as store credit or a gift card for the gift recipient, or as a refund to the original buyer's payment method. We'll confirm which option applies in our reply.

Please note that statutory rights, such as the right of withdrawal, generally belong to the person who placed the order.

Gift wrapping and gift messages

If you paid for gift wrapping, the gift wrapping fee is not refundable when you return an item under our voluntary 30-day policy, because the wrapping service has already been provided. We will refund the gift wrapping fee if:

• the item is faulty, damaged, or not what you ordered;
• the gift wrapping itself was damaged on arrival or not as ordered; or
• the law requires us to refund it (for example, when you exercise a statutory right of withdrawal and the law requires a refund of all payments made).

Damaged, faulty, or incorrect items

If an item arrives damaged, is faulty, or isn't what you ordered:

• Email support@acuparastore.com within 14 days of delivery with your order number and photos of the item, the packaging, and the shipping label.
• We'll offer a replacement or a full refund. If we need the item back, we'll arrange the return at our cost. In some cases we may not need the item back; we'll tell you in our reply.

Reporting within 14 days helps us resolve your case quickly and claim from the carrier. If a fault appears later, you still have your legal rights described below.

Cancelling an order

To cancel an order that hasn't shipped yet, email support@acuparastore.com as soon as possible with your order number. If we can stop the order before it ships, we'll cancel it and refund you in full.

If your order has already shipped, you can return it under this policy or, where it applies, exercise your statutory right of withdrawal.

Your statutory rights

The rights below are given by law and apply in addition to our 30-day return policy. Which rights apply to you depends on where you live and on the law that applies to your purchase. Nothing in this policy limits your statutory rights.

Consumers in the EU/EEA: 14-day right of withdrawal

If you are a consumer resident in the European Union or European Economic Area, you have the right to withdraw from your contract within 14 days without giving any reason. This right comes from the EU Consumer Rights Directive 2011/83/EU, as implemented in Spain by Royal Legislative Decree 1/2007 (the consolidated General Law for the Defense of Consumers and Users, TRLGDCU), and in the national law of other EU/EEA countries.

• Withdrawal period: 14 days from the day on which you, or a third party you indicate (other than the carrier), take physical possession of the goods. If your order is delivered in several parcels, the period runs from the day you receive the last one.
• How to withdraw: tell us of your decision with a clear statement, for example by email to support@acuparastore.com. You may use the model withdrawal form in the Appendix below, but you don't have to. To meet the deadline, it is enough to send your message before the withdrawal period has expired.
• Refund: we will reimburse all payments received from you, including standard delivery costs (our shipping is free), without undue delay and no later than 14 days from the day we are informed of your decision to withdraw. We will use the same means of payment you used for the original transaction, unless you have expressly agreed otherwise, and you will not be charged any fees for the reimbursement. We may withhold the refund until we have received the goods back, or until you have supplied evidence of having sent them back, whichever is earlier.
• Returning the goods: you must send the goods back without undue delay and no later than 14 days from the day you tell us you are withdrawing. Send them to the return address we provide by email — not to our business address. You will bear the direct cost of returning the goods, unless our "Return shipping costs" section above says we cover it, or the goods are faulty, damaged, or incorrect.
• Diminished value: you are only liable for any reduction in the value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics, and functioning.
• Exceptions: the right of withdrawal does not apply to the goods listed under "Items that can't be returned" to the extent permitted by law.

Consumers in the UK: 14-day cancellation right

If you are a consumer in the United Kingdom, you have the right to cancel your contract within 14 days without giving any reason under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

• The cancellation period ends 14 days after the day on which you, or a person you nominate (other than the carrier), receive the goods. If your order arrives in several parcels, it ends 14 days after you receive the last one.
• To cancel, tell us of your decision with a clear statement, for example by email to support@acuparastore.com. You can use the model cancellation form in the Appendix, but you don't have to.
• You must send the goods back to the return address we provide by email without undue delay and no later than 14 days after telling us you are cancelling.
• We will refund all payments received from you, including standard delivery costs, without undue delay and no later than 14 days after we receive the goods back or you provide evidence of having sent them back, whichever is earlier. We'll use the same payment method you used, unless you've agreed otherwise.
• The rules on return costs, reduced value, and exceptions described in the EU section above apply in the same way, as permitted by UK law.

Faulty goods and the legal guarantee

EU/EEA and Spain: goods must conform to the contract. Under Spanish law (TRLGDCU), consumers have a legal guarantee of conformity of three years from delivery for goods purchased since January 1, 2022. If goods are not in conformity, you may be entitled, free of charge, to repair or replacement, or, in certain cases, a price reduction or termination of the contract. Consumers in other EU/EEA countries have the legal guarantee provided by their national law.

United Kingdom: under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If they are not, you may be entitled to reject them for a refund within the short-term right to reject period of 30 days, or to a repair or replacement and, in some cases, a price reduction or refund.

Australia: our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

New Zealand: you have rights under the Consumer Guarantees Act 1993, including guarantees that goods are of acceptable quality, fit for purpose, and match their description. If goods don't meet these guarantees, you may be entitled to a repair, replacement, or refund.

United States and Canada: you may have rights under the consumer protection laws of your state, province, or territory, including implied warranties where they apply. This policy does not limit those rights.

To make a claim for faulty goods, email support@acuparastore.com with your order number, a description of the problem, and photos.

Contact us

For all returns, refunds, and exchanges, email support@acuparastore.com. We reply within 24 hours on business days.

Related policies: Shipping Policy · Terms of Service · Privacy Policy

Appendix: Model withdrawal (cancellation) form

Complete and return this form only if you wish to withdraw from (cancel) the contract. Sending it by email to support@acuparastore.com is the fastest option. You can also send any other clear statement of your decision instead.

Please do not send goods to the postal address below. It is our address for written notices only. Goods must be sent to the return address we provide by email.

• To: ACUPARA, Carrer de Rogent 52, 08026 Barcelona, Spain. Email: support@acuparastore.com
• I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*):
• Ordered on (*)/received on (*):
• Order number (optional, helps us find your order):
• Name of consumer(s):
• Address of consumer(s):
• Signature of consumer(s) (only if this form is notified on paper):
• Date:

(*) Delete as appropriate.