Withdrawal, returns and statutory guarantee

Last updated: 10 October 2026. This information applies to distance purchases made by consumers from SERRALZATE, S.L., Spanish tax identification number B99269748, owner of Tienda Medieval. Business purchases do not automatically benefit from the statutory consumer right of withdrawal.

1. Right of withdrawal: 14 calendar days

You may withdraw from your purchase without giving a reason within 14 calendar days following the day on which you or a third party you designate, other than the carrier, receive the goods. If an order includes several goods delivered separately, the period begins when you receive the last one; for goods consisting of lots or pieces, when you receive the last lot or piece.

To exercise this right, simply send an unequivocal statement before the period expires. You can write through Contact, use the contact form or notify us by post at the address below. You can also request a return from your customer account for the relevant order, where that option is available. If the order is not shown or the tool cannot process it, use the other channels; this does not limit your right.

State your name and the information needed to identify the purchase, such as order number, items and a contact method. We will acknowledge receipt of electronic withdrawal communications by email. You do not need prior authorisation, an RMA number or compulsory use of a form. Keep evidence of your notification.

2. Address and deadline for returning goods

Return or hand over the goods without undue delay and no later than 14 calendar days following notification of withdrawal. It is sufficient to send them before that deadline expires.

To coordinate the return, use Contact. Pack goods appropriately to protect them in transit. Keeping the original packaging helps protect them but is not a condition for exercising withdrawal.

3. Return costs and product condition

On withdrawal, the consumer bears only the direct cost of returning the goods, unless we have offered to bear it or the law provides otherwise. You may choose your preferred return carrier. We do not charge a penalty or fixed restocking fee for exercising this right.

If a product cannot normally be returned by post because of its nature, its return cost will be disclosed before the contract, on its product page or in the relevant offer. If the legally required information on these costs has not been provided, the consumer does not have to bear them.

You may examine the product to establish its nature, characteristics and functioning, as you would in a shop. You are liable only for diminished value caused by handling beyond what is necessary for that examination. Any applicable reduction will be justified; we do not make automatic deductions for opening the parcel, removing labels or not keeping original packaging. This liability also does not apply if we have not properly informed you about the right of withdrawal.

4. Reimbursement

We will reimburse payments received, including standard delivery costs, without undue delay and in any event within 14 calendar days following notification of withdrawal. If you selected a more expensive delivery than the least expensive standard option offered, the additional difference is not reimbursed.

For sales of goods, we may withhold reimbursement until we receive them or you provide evidence of return, whichever occurs first, unless we have offered to collect them. Reimbursement uses the same payment method unless you expressly agree to another method that incurs no cost to you.

5. Statutory exceptions

The right of withdrawal is subject to the specific exceptions in article 103 of Spanish Royal Legislative Decree 1/2007. In our catalogue this may apply to goods made to your specifications or clearly personalised, such as an engraving you request. The applicable exception will be disclosed before purchase.

Making a standard product to order does not, by itself, make it personalised. Discounted items and promotional purchases retain the statutory right of withdrawal. Exceptions to withdrawal do not remove the statutory guarantee against defects or lack of conformity.

6. Defective, incorrect or damaged products

If you receive an incorrect, damaged or non-conforming item, contact us through the channels above. We will arrange the statutory remedy at no cost to you, including necessary transport costs. Failure to make immediate reservations with the carrier does not remove your statutory rights.

We are liable for lack of conformity that becomes apparent within three years of delivery. Subject to statutory exceptions and evidence to the contrary, a lack of conformity appearing in the first two years is presumed to have existed at delivery. You may request repair or replacement unless impossible or disproportionate, and where legally appropriate a price reduction or termination of the contract. Further information is in the Terms of sale.

7. Model withdrawal form

Complete and submit this model only if you wish to use it. You can copy it into an email or print it; its use is voluntary.

To SERRALZATE, SL, C/ Tomás de Zumalacárregui, 10. Local, 50006 Zaragoza - Spain. Electronic form: Contact.

I/We hereby give notice that I/we withdraw from my/our sales contract for the following goods:

Goods and order number:
Ordered on / received on:
Name of consumer(s):
Address of consumer(s):
Date:
Signature of consumer(s) (only if submitted on paper):

For complaints, see also the Legal notice. These terms do not limit mandatory rights granted to consumers and users.