CONSUMER RIGHTS: WARRANTIES, RETURNS AND CLAIMS
Returns Policy
Warranty, liabilities. Lack of conformity.
The seller shall deliver to the consumer and user products that are in conformity with the contract, in accordance with the provisions of the Spanish General Law for the Defence of Consumers and Users.
The Customer must check the condition of the parcel upon receipt. If the packaging is damaged, the Customer should not accept the delivery. RAS17, S.L. understands that the product is delivered at the time of signature upon receipt, being released from liability and transferring the risk to the Customer at that moment.
RAS shall be liable for any lack of conformity existing at the time of delivery of the product and which becomes apparent within a period of three years from delivery. To report a lack of conformity, please contact us at shops@ras.es or by telephone at +34 916 293 670.
A non-conforming product shall be understood as a product that does not meet the purchase conditions, presents defects, or is not suitable for its intended use and purpose. Products that, due to their handmade nature, may differ from the images shown on the website shall not be considered defective. These differences are part of the charm of the artisanal process. Please also bear in mind that fashion jewellery items are delicate products that require certain care for their preservation, especially avoiding the use of perfumes, colognes and other products containing alcohol.
If the product is different from the one ordered but is in perfect condition, the buyer may choose between:
a) Returning the product received and obtaining a refund of the price, by notifying RAS of the lack of conformity within five days from receipt by the buyer.
b) Accepting the product, with compensation for any difference in value, where applicable.
c) Replacement of the product.
In the event of lack of conformity of the product due to defects arising from causes attributable to RAS, the buyer shall be entitled, within a reasonable period, to repair or replacement and, if this is not possible, to a proportional price reduction or termination of the contract.
Any costs arising from a lack of conformity shall be borne by RAS.
The consumer and user must inform the seller of the lack of conformity within two months from the date on which they became aware of it. Failure to comply with this period shall not result in the loss of the corresponding right to remedy, although the buyer shall be liable for any damages or losses actually caused by the delay in notification.
Right of withdrawal
The right of withdrawal is established in accordance with the Spanish General Law for the Defence of Consumers and Users, and entitles the buyer to withdraw from the purchase agreement.
The User has a period of 14 calendar days from receipt of the products to notify the return of the products, exercising their right of withdrawal and returning them to the seller, by sending an email to ras@ras.es with the subject line “Withdrawal - Return”. The User must state their name and ID number, order identification, the products they wish to return, and the payment method used.
Product returns shall always be sent to the following address:
C/ Torrecilla, 8, P.I. Río de Janeiro, 28110 Algete, Madrid, Spain.
Once RAS has checked that the products are in good condition, the corresponding amount for the returned units shall be refunded within a maximum period of 15 calendar days, using the same payment method used by the User for the initial purchase. This guarantee does not cover the shipping costs of the return, which shall be borne by the User.
To exercise the right of withdrawal, the User may also use the form made available at the end of this document.
If the User does not wish to return the product, they may make use of our exchange policy.
Exchange Policy
- Please send us an email at ras@ras.es notifying us of the exchange you wish to make. You have 14 calendar days from receipt of the item to do so.
- Send the item you wish to exchange in its original packaging. The item must be in the same condition as when received, with its original packaging, in perfect condition, complete — for example, two elements forming the same unit must be returned together — and unused.
If the exchange is due to a lack of conformity, we will reimburse the shipping costs incurred in sending the parcel to us, or we will arrange for our carrier to collect it.
- Upon acceptance of the exchange, if the price of the new item is higher than that of the returned item, the customer must pay the difference before the new item is shipped. If the price is lower, the customer will receive a voucher for our online store with no expiry date.
The refund of the product shall be made using the original payment method.
Customer Service. Claims
RAS provides the User with the following contact details to answer any queries or claims:
Postal address:
RAS17, S.L.
C/ Torrecilla 8
Pol. Ind. Río de Janeiro
28110 Algete, Madrid, Spain
Email: ras@ras.es
Telephone: +34 916 293 670
Applicable law and competent jurisdiction
These General Terms and Conditions shall be governed by and interpreted in accordance with Spanish law. RAS and the User agree to submit any dispute that may arise from the provision of the products or services covered by these General Terms and Conditions to the courts of the User’s place of residence.
If the User is considered a consumer, as an alternative to ordinary court proceedings, RAS and the User may agree to submit the dispute to:
The Consumer Arbitration System, as provided for in Royal Decree 231/2008 of 15 February, regulating the Consumer Arbitration System, through the following link:
https://www.mscbs.gob.es/consumo/rac/home.htm
The European Union Online Dispute Resolution Platform referred to in Regulation (EU) No. 524/2013 of the European Parliament and of the Council of 21 May 2013, and Article 40.5 of Law 7/2017 of 2 November, which incorporates into Spanish law Directive 2013/11/EU of the European Parliament and of the Council of 21 May 2013 on alternative dispute resolution for consumer disputes, through the following link:
https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=EN
Security and Confidentiality
RAS guarantees security and confidentiality in all communications with its customers. All online payment transactions, where applicable, are carried out through a secure server based on the SSL standard, which protects data against attempted breaches by third parties.
RAS guarantees the protection and confidentiality of personal, address, payment and any other data provided by our customers, in accordance with the data protection regulations in force at any given time and the privacy policy published on the Website.
Model withdrawal form
For the attention of:
RAS 17, S.L.
Tax ID No.: B-28004968
Registered office:
C/ Torrecilla, 8
P.I. Río de Janeiro
28110 Algete, Madrid, Spain
Telephone: +34 91 629 36 70
Email: administracion@ras.es
I hereby notify you that I exercise my right of withdrawal in relation to the purchase concerning the following PRODUCT:
Product reference: ____________________________
Invoice number: _____________________________
Order certificate number: __________________________
Ordered on [__________] / Received on [______________]
Payment method used: _____________________________
Name of the CUSTOMER and/or, where applicable, the beneficiary of the order:
Billing details of the CUSTOMER:
Delivery address:
Contact telephone number:
Place, date and signature of the CUSTOMER:
Version: December 2024