Refund policy

Right of withdrawal and returns

Statutory right of withdrawal: As a consumer, you have the right to withdraw from your purchase within fourteen (14) days without giving any reason. The withdrawal period ends fourteen (14) days after the day on which you, or a third party indicated by you other than the carrier, take physical possession of the goods.

Our voluntary 30-day return period: In addition to your statutory rights, we voluntarily extend the return period to thirty (30) days from delivery. Your statutory rights remain unaffected.

How to withdraw / return

To exercise your right of withdrawal, please inform us of your decision by a clear statement before the period expires, for example by email to info@rohomallorca.com or by post to Roho Airdeco SL, Plaza Mare de Déu de la Salut 4, 1º 2ª, 07002 Palma (Illes Balears), Spain. Please include your order number. You may use the model withdrawal form below, but it is not obligatory. To meet the deadline, it is sufficient to send your communication before the period has expired.

Please send the goods back to us without undue delay and in any event no later than fourteen (14) days from the day on which you informed us of your withdrawal. We will give you the return address when you contact us.

Return shipping costs

The direct costs of returning the goods are borne by the customer. The customer bears the risk of the return shipment, so we recommend using a trackable shipping method.

Refund

If you withdraw from the contract, we will refund all payments received from you, including the standard delivery costs (except for any supplementary costs resulting from your choice of a delivery method other than the least expensive standard delivery offered by us), without undue delay and in any event no later than fourteen (14) days from the day on which we are informed of your decision to withdraw. We will use the same means of payment that you used for the initial transaction, unless expressly agreed otherwise; you will not incur any fees as a result of such reimbursement. We may withhold the refund until we have received the goods back or you have supplied proof of having sent them back, whichever is earliest.

Condition of the goods

You are only liable for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning. Please note that a candle that has been lit, or a product that has been used or opened beyond what is necessary to inspect it, can no longer be sold; in this case we may reduce the refund by the corresponding loss in value, up to the full value of the product.

Exceptions

The right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised (for example custom candles with personalised labels).

Damaged, defective or incorrect items

If you receive a damaged, defective or incorrect product, please contact us at info@rohomallorca.com as soon as possible, ideally with a photo. In this case we bear the return costs and will send you a replacement or a refund. Your statutory warranty rights (see our Terms of Service) remain unaffected.

Important: For returns from countries outside the EU, please clearly indicate on the customs documents that the shipment contains returned goods without commercial value, in order to avoid double customs charges.

Model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To: Roho Airdeco SL, Plaza Mare de Déu de la Salut 4, 1º 2ª, 07002 Palma (Illes Balears), Spain – info@rohomallorca.com
I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.