Refund policy

RETURN & REFUND POLICY

Current version | Last updated: June 2025

1. SCOPE OF APPLICATION

This Return and Refund Policy (hereinafter, the "Policy") applies to all purchases made through DigiLamp, regardless of the country from which the order is placed. DigiLamp operates internationally and this Policy has been drafted to comply, to the greatest extent possible, with the most demanding consumer protection standards worldwide, including but not limited to: European Union law (Directive 2011/83/EU and Regulation EU 2022/2065), Spanish consumer legislation (Royal Legislative Decree 1/2007), United States consumer protection regulations, and equivalent legislation in other major international markets.

The buyer is expressly advised that the conditions set forth herein do not limit or replace any rights granted by the mandatory legislation of the consumer's country of residence where such legislation is more favorable to the consumer.

 

2. RETURN PERIOD: 30 CALENDAR DAYS

The customer has thirty (30) calendar days from the date of actual receipt of the order to request a return and/or refund, without being required to provide a reason, except in the cases detailed in this Policy.

Important: The return period begins on the date of delivery as recorded by the carrier's tracking system, or the date on which the customer or a designated third party takes physical possession of the product.

To exercise this right, the customer must notify DigiLamp before the expiry of the stated period by sending an email to digilampp@gmail.com, including the order number, the item to be returned, and the reason for the return.

 

3. CONDITIONS OF THE ITEM FOR RETURN

For a return to be accepted, the item must meet the following requirements:

• Be in the same condition in which it was received: no visible signs of use, no deterioration, and no damage caused by the customer.
• Include all original accessories, components, cables, or elements that form part of the product.
• Be properly packaged, preferably in the original packaging, to prevent damage during return shipping.

 

DigiLamp reserves the right to refuse returns of items that show evidence of misuse, damage caused by the customer, or that do not meet the conditions above. In such cases, the item will be returned to the customer after written notification.

 

4. RETURN SHIPPING COSTS FOR CHANGE OF MIND

For the purposes of this Policy, "change of mind" refers to a return initiated solely because the customer no longer wants the product, where the product has no defect, malfunction, or discrepancy with the published description.

In cases of return due to change of mind:

• All return shipping costs from the customer's address to DigiLamp's facilities shall be borne entirely by the customer.
• The original shipping cost paid at the time of purchase will not be refunded, unless the mandatory legislation of the customer's country of residence provides otherwise.
• DigiLamp will refund only the price of the item, once received and inspected, within a maximum period of fourteen (14) business days from receipt of the merchandise.

 

Legal note for EU consumers: In accordance with Article 107 of Royal Legislative Decree 1/2007 and EU Directive 2011/83/EU, when exercising the statutory right of withdrawal within the 14-day legal period, return costs may be charged to the consumer provided DigiLamp has informed them prior to the conclusion of the contract, as stated in this Policy.

 

5. DEFECTIVE, DAMAGED, OR INCORRECT PRODUCTS

If the customer receives a product with a manufacturing defect, damage sustained during shipping, or an item that does not correspond to what was ordered, DigiLamp will cover all return shipping costs and will offer the customer, at their choice, one of the following solutions:

• Replacement of the item with a new one in perfect condition, at no additional cost to the customer.
• Full refund of the amount paid, including the original shipping costs.

In these cases, the customer must document the defect or error with photographs sent to digilampp@gmail.com, along with a description of the issue and the order number, within 72 hours of receiving the item.

 

6. DISCLAIMER OF LIABILITY FOR DELIVERY DELAYS

DigiLamp works with independent logistics operators and shipping carriers whose management is beyond DigiLamp's direct control. Accordingly:

• DigiLamp assumes no liability for delivery delays caused by circumstances beyond its control, including but not limited to: customs delays, adverse weather conditions, carrier strikes, logistics operator errors, peak demand periods, force majeure events, or acts of God.
• Estimated delivery dates provided at the time of purchase are indicative only and do not constitute a contractual obligation to deliver on a specific date.
• DigiLamp does not guarantee delivery by any particular date or special occasion, including but not limited to: Christmas, Hanukkah, Valentine's Day, birthdays, anniversaries, or any other date of special significance to the buyer. Customers are strongly encouraged to place orders well in advance.
• A delay in delivery shall not entitle the customer to cancel the order or obtain any refund, unless the delay is of such magnitude that the consumer protection regulations of the buyer's country of residence become applicable.

 

Recommendation: For special dates and occasions, DigiLamp advises placing orders at least 20 to 30 calendar days in advance of the desired delivery date, particularly for international shipments.

 

7. RETURN AND REFUND REQUEST PROCEDURE

The customer must follow the steps below to process a return:

• Step 1 — Notification: Send an email to digilampp@gmail.com with the subject line "RETURN REQUEST — Order No. [number]", stating the reason for the return.
• Step 2 — Confirmation: DigiLamp will confirm the admissibility of the request within 2 to 5 business days and will provide return instructions.
• Step 3 — Shipment: The customer must send the item to the address provided by DigiLamp, retaining proof of postage.
• Step 4 — Inspection: Upon receipt, DigiLamp will inspect the item. The outcome will be communicated to the customer within a maximum of 5 business days.
• Step 5 — Refund: Once the return is approved, the refund will be processed within a maximum of 14 business days via the same payment method used for the original purchase.

 

8. EXCEPTIONS: ITEMS NOT ELIGIBLE FOR RETURN

Returns will not be accepted in the following circumstances:

• Personalized or custom-made items produced according to the customer's specifications.
• Items that have been altered, damaged, or show signs of use by the customer.
• Items whose original packaging has been destroyed in a manner that prevents resale.
• Return requests submitted after the 30-calendar-day period established in Section 2 of this Policy.

 

9. REFUNDS

Once a return has been approved, the refund will be processed under the following conditions:

• The amount will be credited via the same payment method used in the original transaction (credit/debit card, PayPal, or other).
• The maximum refund processing time is fourteen (14) business days from the approval of the return.
• Crediting times may vary depending on the customer's bank or payment platform, and DigiLamp has no control over these timelines once the transfer has been initiated.

 

10. GOVERNING LAW AND DISPUTE RESOLUTION

This Policy is governed by Spanish law and, with respect to consumers in the European Union, by EU consumer protection regulations. For consumers located outside the European Union, the minimum rights recognized by the legislation of their country of residence shall apply to the extent that such legislation is more favorable.

In the event of a dispute, the parties submit, expressly waiving any other jurisdiction that may apply, to the Courts and Tribunals of Madrid, Spain, without prejudice to the consumer's right to resort to alternative dispute resolution bodies available in their country.

For European Union consumers, DigiLamp informs of the existence of the European Commission's Online Dispute Resolution platform, accessible at: https://ec.europa.eu/consumers/odr

For United States consumers, DigiLamp complies with applicable Federal Trade Commission (FTC) guidelines regarding online commerce and consumer rights.

 

11. CONTACT

For any questions related to returns, refunds, or order issues, customers may contact DigiLamp through the following:

Store: DigiLamp

Email: digilampp@gmail.com

Postal address: Calle Santo Tomás 2, 3, 2C, Villanueva del Pardillo, Madrid, 28229, Spain

 

DigiLamp is committed to responding to all communications within a maximum of 2 business days.