Refund policy

Returns and Exchanges Policy

This Returns and Exchanges Policy regulates the return process for products purchased on the website xollazo.com, managed by Gabriel Castaño Salvatierra (domiciled at Calle La Cilla 36 Bajo 8, La Puebla de Cazalla, 41540) and José Manuel Jiménez Rodríguez (domiciled at Barriada Francisco de Quevedo Casa 7), with contact details xollazoshopi@gmail.com and +34 722 625 288, hereinafter collectively referred to as "Xollazo" or "the Owners".

By making a purchase in our store, you accept the terms detailed below.

1. Return Period

In accordance with Royal Legislative Decree 1/2007 (LGDCU), the consumer has the right to withdraw from the contract within a period of 14 calendar days from the receipt of the order, without the need for justification. At Xollazo, we extend this period to 30 calendar days as a voluntary improvement.

If more than 30 days have passed since the receipt of your order, unfortunately, we cannot offer you a refund or an exchange.

2. Return Costs

  • Due to flaw, defect, or error: If the product arrives defective, damaged during transport, or does not correspond to what was purchased, the return or replacement will be 100% free of charge for the customer.

  • Due to withdrawal (change of mind): If the customer wishes to return the product for reasons other than a defect (does not like it, does not meet their expectations, etc.) within the 30-day period, the direct costs of the return shipping will be borne by the customer, in accordance with Article 108 of the LGDCU.

3. Conditions for Accepting a Return

For an item to be eligible for a return, it must strictly meet the following requirements:

  • The item must be unused and in the same condition in which it was received.

  • It must keep its original packaging intact.

  • Original tags, accessories, and manuals must be included.

  • A receipt or proof of purchase will be required to complete the process.

Note: There are certain types of goods that, for hygiene or safety reasons, are exempt from being returned (such as intimate use products, sanitary items, or gift cards). In case of doubt, please consult with our team beforehand.

4. Process for Requesting a Return

To initiate the return process, you must follow these steps:

  1. Send an email to xollazoshopi@gmail.com indicating your order number, the product you wish to return, and the reason for the return.

  2. Our support team will respond as soon as possible, providing you with detailed instructions and the correct shipping address to which you must send the package.

  3. Prepare the package, ensuring that the product is well protected to prevent damage during the return transit.

5. Refunds

Once your return is received and inspected by our team, we will send you an email to notify you of the approval or rejection of your refund.

  • If approved: The full refund will be processed automatically to the original method of payment within 5 to 10 business days (depending on the banking entity).

  • Late or missing refunds: If you haven’t received your refund yet, first check your bank account again. Then contact your credit card company and your bank, as it may take some processing time before your refund is officially posted. If you’ve done all of this and you still have not received your refund, please contact us at xollazoshopi@gmail.com.

6. Defective or Damaged Products

In the event that the product arrived defective, with factory flaws, or suffered damage during transport, please notify us at xollazoshopi@gmail.com within 48 hours of receipt, attaching photographs of the package, the shipping label, and the affected product. We will proceed to replace the item with a new one or issue a full refund at no cost to you.

7. Exchanges

If you wish to exchange an item for an identical one (for example, for a change of size or color) or for a different item, the initial process will be the same: you must request the return of the original product and, in parallel, place a new order for the desired item.

8. Modifications to this Policy

Xollazo may modify this Returns and Exchanges Policy at any time. Updates will come into effect immediately upon their publication on xollazo.com.

9. Contact

For any questions or procedures related to your returns, we are at your disposal at:

  • Email: xollazoshopi@gmail.com

  • Phone/WhatsApp: +34 722 625 288

Effective Date: 05/31/2026