1. Returns & Withdrawal Policy

This Returns and Withdrawal Policy is governed by Royal Legislative Decree 1/2007 of November 16, which approves the consolidated text of the General Law for the Defense of Consumers and Users, as well as Law 7/1996 on Retail Trade Regulation, as amended by Law 47/2002 to adapt it to European Directive 97/7/EC.

Within this legal framework, customers of ANDREINA MERMAID EXPERIENCES S.L have a period of 14 calendar days to exercise their right of withdrawal, by means of an unequivocal statement expressing their decision to cancel the purchase.

2. How to make a return

In order to offer the best possible user experience, returns at ANDREINA MERMAID EXPERIENCES S.L are normally processed online through www.sachershop.com.

To request a return, the customer must access the returns section of the store, where they can locate their orders and select the products they wish to return.

Once the return has been requested through the website, the customer must prepare the package in the same condition in which it was received, using the original packaging. After receiving our confirmation, a courier will collect the package from the same address indicated in the order within an approximate period of 48 to 72 hours.

The refund will be processed within a maximum of 7 business days from the correct receipt of the product at our warehouse, using the same payment method used for the original purchase.

If the payment was made by credit or debit card, the refund may take up to 30 days to appear, depending on the customer’s bank.

Return shipping costs are borne by the customer and depend on the weight and volume of the package.

If the package does not exceed 2 kg in weight and fits in a box similar in size to a shoebox, an amount of XX € will be deducted directly from the refund.

Exceptions

If the package exceeds 2 kg in weight or volume, the return shipping costs deducted from the refund will vary according to the courier’s rates, in accordance with the law, regardless of whether free shipping was applied to the original order.

Once the refund has been processed, the customer will receive a confirmation email, including a link to download the refund invoice.

3. Are there products that cannot be returned?

In accordance with the applicable legislation, the following items are NOT eligible for return:

1. Items not suitable for resale. Products must be returned in the same condition in which they were received, with their original individual packaging and all tags intact, and in perfect condition. Used items will not be accepted.
   
2. Items identified as “Made to Order” or “Custom Order”, including handcrafted products made exclusively for the customer.
   
3. Imported items ordered on request.
   
4. Items intended to be in direct contact with the body, for hygiene reasons. Returns or exchanges of such items are not accepted (for example: stockings, underwear, etc.), unless the product has only been opened and is returned in its original packaging with all tags intact.
   

4. Order cancellations

Orders may be cancelled at any time as long as they have not entered the preparation or shipping stage.

Orders containing one or more MADE-TO-ORDER items cannot be cancelled or returned, unless the cancellation is communicated within the first 24 hours from the order date.

Orders may also be cancelled in the event of a delay in the delivery date, where the actual delivery date differs from the one indicated on the product page at the time of purchase.

ANDREINA MERMAID EXPERIENCES S.L reserves the right to cancel an order in the following cases:

1. System failure: If errors occur in the order due to technical issues, this will be considered a case of force majeure. In such cases, we reserve the right to cancel the order in order to guarantee the best possible customer service.
   
2. Stock error: On rare occasions, stock discrepancies may occur due to simultaneous purchases of the same item, especially in products with high demand or aggressive promotions. In such cases, delivery dates cannot be guaranteed, and we reserve the right to inform the customer, cancel the order, and issue an immediate refund of the amount paid.