Returns and Refunds Policy

At Cristalería Altea we are committed to the satisfaction of our customers. Below, we detail our returns and refunds policy.

Return period

You have 14 calendar days from receipt of the order to request a return, in accordance with current legislation on the right of withdrawal.

Return conditions

For a return to be accepted, the product must meet the following conditions:

  • The product must be in its original condition, unused and undamaged.
  • It must include the original packaging and all accessories.
  • The proof of purchase or invoice must be presented.

Products excluded from return

Returns are not accepted in the following cases:

  • Products manufactured to measure or personalized (crystals cut to measure, screens to measure, etc.).
  • Products that have been installed.
  • Products damaged by improper use or incorrect handling.

Return process

  1. Contact our customer service at info@ventana.plus indicating your order number and the reason for the return.
  2. We will provide you with instructions for making the return shipment.
  3. Once the product has been received and verified, we will proceed with the refund.

Refunds

The refund will be made through the same payment method used in the purchase, within a maximum period of 14 days from receipt of the returned product.

The return shipping costs are borne by the customer, unless the product is defective or an incorrect item has been sent.

Defective products

If you receive a defective or damaged product during transport, contact us within a period of 48 hours from the reception. We will take care of the return costs and send you a new product or issue a full refund.

Contact

For any questions about returns, you can contact us at info@ventana.plus or through our contact page.

Damage during transport

We guarantee anti-breakage transport. If your order arrives damaged, we will replace it at no cost. To do this:

  1. Check the packaging before signing to the carrier.
  2. If there is visible damage, note it on the delivery note of delivery.
  3. Take photos of the packaging and the damaged material.
  4. Contact us at 48 hours a info@ventana.plus.

Without the annotation on the delivery note, the claim to the carrier may not be accepted.