Returns Policy & Right of Withdrawal
Learn your legal rights to return purchases, refund timeframes, warehouse delivery address, and return conditions in full compliance with European consumer protection legislation.
1.Statutory Withdrawal Period (14 Calendar Days)
You have an unconditional right to withdraw from your purchase without penalty and without giving any reason within a period of 14 calendar days from the date on which you or a third party indicated by you (other than the carrier) takes physical possession of the goods or collects the parcel from the selected InPost Locker / Point.
2.How to Exercise Withdrawal (Online Function Directive EU 2023/2673)
Official procedure: A través de la función en línea en el Historial de Pedidos de tu cuenta o enviando un correo con el formulario modelo normalizado.. You can exercise your withdrawal through the following accessible channels:
Go to your Order History, select the delivered order and click «Withdraw / Request Return».
Send an email to info@puroreset.com using the model form provided at the bottom of this page or mentioning your order number.
Upon receiving your withdrawal notice, we will immediately send you a formal acknowledgment of receipt by email with shipping instructions.
3.Return Shipping Costs (Art. 108.1 TRLGDCU)
In case of voluntary withdrawal, the customer bears the direct cost of returning the goods to our logistics facility (Art. 108.1 TRLGDCU).
You may arrange shipment with any insured courier of your choice or request a pre-paid InPost/Correos return label from support, the exact amount of which will be deducted from your final refund.
Essential exception: If the return is due to a factory defect, flaw, or wrong item shipped, PURO RESET bears 100% of return shipping costs.
4.Physical Warehouse Delivery Address
Returned parcels must be sent directly to our inspection center:
The customer must dispatch the goods no later than 14 calendar days from informing us of the withdrawal decision.
5.Item Conditions & Refund Timeframe
- Required item conditions: Prendas no lavadas ni usadas más allá de la mera comprobación de talla, con todas sus etiquetas y precintos originales intactos, preferiblemente en su embalaje protector.
- Full refund: Reimbursement will be executed using the original payment method (Mismo medio de pago utilizado en la transacción original (Stripe)) within a maximum of 14 calendar days upon receipt or proof of dispatch.
- Right of retention (Art. 107.3 TRLGDCU): PURO RESET reserves the right to withhold reimbursement until the goods have been received back at the warehouse or until the consumer supplies evidence of having sent back the goods.
6.Legal Exception: Custom Orders & Made-to-Measure Garments (Art. 103.c TRLGDCU)
Mandatory prior notice regarding custom orders:
Under Article 103.c of Royal Legislative Decree 1/2007 (and EU Directive 2011/83/EU), the right of withdrawal DOES NOT apply to the supply of goods made to consumer specifications or clearly personalized (such as made-to-measure tailoring, bespoke embroidery, or custom sizing).
Whenever a custom order is placed, the customer is expressly notified prior to payment and must provide explicit affirmative consent acknowledging the loss of withdrawal rights.
7.Requests for Out of Stock Sizes
Requesting restock notification for unavailable sizes is a free informational service. It creates no binding commitment, reservation, or pre-order charge. When the item restocks, an email notification is sent and the customer freely decides whether to place an order.
8.Standard Model Withdrawal Form (Annex B TRLGDCU)
(Complete and return this form only if you wish to withdraw from the contract by letter or email):
To: SILVIA DE VEGA ARRIAGA (PURO RESET) Returns Address: C/ ROBLE, 15, LOECHES, 28890, Madrid Email: info@puroreset.com I hereby give notice that I withdraw from my contract of sale of the following goods: - Order number: [Enter order number] - Item(s) purchased: [Enter product name and size] - Received on: [Date package received] - Name of consumer: [Full name] - Address of consumer: [Full postal address] - Date: [Current date]