Refund policy
REFUND AND RETURN POLICY
You have the right to request a return within 14 calendar days of receiving your order, in accordance with applicable consumer protection laws.
RIGHT OF WITHDRAWAL
Consumers have the right to withdraw from their purchase within fourteen (14) calendar days from the date of receipt of the product without giving any reason.
Unless the return is due to an error on the part of ILUSTRASTUDIOS or a defective product, the cost of returning the item shall be borne by the customer.
To exercise the right of withdrawal, the customer must contact ILUSTRASTUDIOS using the contact details provided in this policy or through any withdrawal system available on our online store.
Once the request has been received, instructions for completing the return process will be provided.
CUSTOM-MADE AND MADE-TO-ORDER PRODUCTS
In accordance with Article 16(c) of Directive 2011/83/EU and other applicable legislation, the right of withdrawal does not apply to goods made to the consumer’s specifications or clearly personalized goods.
Accordingly, returns and cancellations will not be accepted once production has begun on custom-made products, made-to-order items, products modified according to customer instructions, or products manufactured specifically for a particular order.
This exception may apply, among others, to masks, helmets, armor pieces, custom accessories, 3D printed items manufactured on demand, special projects, and any product specifically produced for an individual customer.
EXCEPTIONS TO THE RIGHT OF WITHDRAWAL
The right of withdrawal shall not apply where:
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The product is not returned in perfect condition.
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The product has been used, altered beyond what is necessary to establish its nature, characteristics, or functioning, or shows signs of use.
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The original packaging is missing or is not returned in suitable condition.
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The goods have been made to the customer's specifications or are clearly personalized.
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The goods are liable to deteriorate or expire rapidly.
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The price of the goods is dependent on fluctuations in the financial market that cannot be controlled by the seller.
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Any other exception provided for under applicable consumer protection legislation applies.
RETURN PROCEDURE
All returns must be requested and approved in advance by ILUSTRASTUDIOS.
Once authorized, instructions for returning the product will be provided.
Returns sent without prior authorization will not be accepted.
Products must be returned adequately protected and, whenever possible, in their original packaging.
DAMAGED, DEFECTIVE OR INCORRECT ITEMS
Please inspect your order upon receipt.
If the item is defective, damaged during transit, or if you receive the wrong product, please contact us as soon as possible so that we can assess the issue and provide an appropriate solution.
NON-RETURNABLE ITEMS
Returns are not accepted for:
- Custom-made or made-to-order products.
- Products manufactured according to customer specifications.
- Gift cards.
- Sale or clearance items.
- Perishable goods.
- Hazardous materials, flammable liquids, or gases.
- Any other products excluded by applicable law.
REFUNDS
Once we have received and inspected your return, we will notify you whether your refund has been approved or rejected.
If approved, the refund will be issued using the same payment method used for the original purchase.
Refunds will be processed within 10 business days of approval, although your bank or payment provider may require additional time to complete the transaction.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us.
COMPLAINTS AND CONTACT INFORMATION
ILUSTRASTUDIOS S.L.
Calle Monóvar, 60, Nave 1
03206 Elche (Alicante)
Spain
Phone: (+34) 667 451 669
Email: info@ilustrastudios.com
For any questions regarding returns, refunds, or complaints, please contact us using the details above.