Returns and Exchanges
At Punto y Arte, we want your shopping experience to be clear, secure, and satisfactory. Therefore, we explain our conditions for exchanges, returns, withdrawals, and management of uncollected orders below.
These conditions apply to orders placed in our online store, respecting current regulations on consumers and users in Spain and the European Union.
Right of withdrawal
If you are a consumer, you have the right to withdraw from your purchase within 14 calendar days from the receipt of the order.
To exercise this right, you must notify us clearly within this period, by writing to our email address or using the contact methods available on our website.
The simple non-collection of the package, refusal of delivery, or automatic return by the carrier will not be considered a valid communication of withdrawal by itself, unless the customer has expressly informed us within the legal period.
Conditions for accepting a return
To properly manage a return, the product must be returned in good condition, complete, and with all its original elements.
In the case of cross-stitch kits, the product must include all its components: chart, instructions, threads, fabric, needle, packaging, and any other originally included accessory.
The customer may reasonably examine the product, as they would in a physical store. However, if the product has been used, handled more than necessary, is incomplete, damaged, opened in a way that loses commercial value, or cannot be resold as a new product, we may apply a proportional reduction of the amount to be refunded for the loss of value of the product.
Returns of used, started, incomplete, or damaged products due to incorrect handling by the customer will not be accepted, except in case of manufacturing defect or error attributable to Punto y Arte. In no case will returns of products ordered or custom-made for a specific customer, threads, or charts, publications, and digital products be accepted.
Return costs
If the return is made due to customer withdrawal, change of mind, error when placing the order, or any cause not attributable to Punto y Arte, the direct return costs will be borne by the customer.
If the received product is incorrect, defective, or there has been an error on our part, Punto y Arte will assume the necessary costs to resolve the incident, either through replacement, reshipment, or refund, as appropriate.
Refund
Once we receive the returned product and verify its condition, we will process the corresponding refund.
The refund will be made using the same payment method used for the purchase.
We may withhold the refund until we have received the returned products or until the customer provides valid proof of return.
In case of a correctly exercised right of withdrawal, the corresponding amount will be refunded in accordance with applicable regulations. If the customer chose a shipping method more expensive than the standard method offered by the store, the additional cost of that special method will not be refunded.
Uncollected orders, absences, or rejected deliveries
It is the customer's responsibility to provide a correct delivery address and to be attentive to order tracking, carrier notices, and delivery attempts.
If the carrier attempts to deliver the order and the recipient is absent, or if the package is available at an office, pick-up point, or carrier branch, the customer must collect it within the period indicated by the transport company.
If the package is not collected on time, is rejected by the recipient, or is returned to Punto y Arte for reasons not attributable to our company, the order will not be automatically canceled or fully refunded.
In these cases, once we receive the package back and verify its condition, we may manage the corresponding refund by deducting shipping, return, and other transport costs incurred due to non-collection, always in accordance with applicable regulations.
If the customer wishes the order to be sent again, they must pay the new corresponding shipping costs.
Incorrect address or incomplete data
The customer is responsible for correctly providing their delivery details: name, full address, postal code, city, country, phone, and email.
If an order cannot be delivered due to incorrect, incomplete, or outdated data provided by the customer, and the package is returned to our facilities, we may deduct the generated transport costs from the refund.
In case of reshipment, the customer must pay the new shipping costs.
Damaged or incorrect products
If you receive a damaged, defective, or different product from the one ordered, you must contact us as soon as possible, preferably within 48 hours of delivery, attaching clear photographs of the product, packaging, and shipping label.
We will review the incident and offer an appropriate solution: replacement, shipment of the missing part, repair, coupon, partial refund, or full refund, as the case may be.
Cross-stitch kits and components
Our cross-stitch kits include specific materials prepared for each design. For this reason, in case of return, the kit must be complete and in suitable condition.
If the kit has been opened, handled, partially used, has separated or missing threads, marked or damaged fabric, deteriorated chart, incomplete instructions, or damaged packaging, we may apply a proportional depreciation or reject the return if the product cannot be verified correctly.
Digital products
Digital products, downloadable patterns, PDF files, files for embroidery applications, or other digital content will not be refundable once the download or access to the file has begun, provided that the customer has expressly accepted the loss of the right of withdrawal at the time of purchase, in accordance with applicable regulations.
Exchanges
If you wish to exchange a product for another, you must contact us in advance. Exchanges will be subject to stock availability.
Unless there is an error or defect attributable to Punto y Arte, the shipping costs derived from the exchange will be borne by the customer.
How to request a return
To request a return, write to us indicating:
- Order number.
- Full name.
- Product you wish to return.
- Reason for return, if you wish to provide it.
- Photographs of the product if there is damage, defect, or error.
Do not send any product back without contacting us first. Returns sent without authorization or without order identification may experience delays in processing.
Contact
For any queries related to exchanges, returns, or transport incidents, you can contact us through the means available on our website.
