Returns policy

RETURNS AND REFUNDS POLICY

I. RIGHT OF WITHDRAWAL

In accordance with Royal Legislative Decree 1/2007, of November 16, which approves the revised text of the General Law for the Defense of Consumers and Users, you have the right to withdraw from your purchase within 14 calendar days from the receipt of the order, without needing to provide any justification.

II. HOW TO REQUEST A RETURN

To initiate a return, contact us before the 14 calendar days from receipt of the order have passed:

Email: info@arkenza.es
Subject: Return Request — Order No.
Indicate: your name, order number, product you wish to return, and reason.

We will respond within a maximum of 48 business hours with instructions on how to proceed.

III. RETURNED PRODUCT CONDITIONS

For the return to be accepted, the product must meet the following conditions:

Be in perfect condition, unused, and undamaged.
Retain original packaging, labels, and all included accessories.
Not have been customized or modified at the customer's request.

Returns of products that have been used, damaged by improper use, or that do not retain their original packaging will not be accepted.

IV. RETURN COSTS

Return due to withdrawal: the shipping costs for the return are borne by the customer.
Defective product or order error: return costs are borne by RUBEN MURIAS ALCAZAR. In this case, we will provide you with a prepaid return label.

V. REFUND

Once the returned product has been received and verified, we will process the refund within a maximum of 14 calendar days using the same payment method used in the original purchase. The refund will include the product amount and original shipping costs, except in the case of a return due to withdrawal, where only the product amount will be refunded.

The refund may take between 3 and 10 business days to reflect in your account depending on your bank or payment platform.

VI. DEFECTIVE OR INCORRECT PRODUCTS

If you receive a defective product, one damaged during transport, or one different from your order, please contact us at info@arkenza.es within a maximum of 48 hours from receipt, attaching photographs of the product and packaging. We will proceed with the product replacement or a full refund, according to your preference, at no additional cost.

VII. EXCEPTIONS TO THE RIGHT OF RETURN

In accordance with current legislation, the following products are excluded from the right of withdrawal:

Products customized or manufactured according to customer specifications.
Products that, for hygiene reasons, have been unsealed after delivery.
Products that by their nature cannot be returned.

VIII. LEGAL GUARANTEE

All products sold on arkenza.es are covered by the legal conformity guarantee of 2 years from the date of delivery, in accordance with Royal Legislative Decree 1/2007. If the product has a manufacturing defect within this period, you have the right to repair, replacement, price reduction, or contract termination as appropriate.

IX. CONTACT

For any questions related to returns or refunds: