Last updated: October 2026.
This translation is for information only. In case of discrepancy, the Spanish version prevails.
1. Right of withdrawal
You have the right to withdraw from your purchase, without giving a reason, within 14 calendar days from the day you, or a third party you designate (other than the carrier), receive the product. If you buy several products in one order that are delivered separately, the period runs from receipt of the last one.
2. How to exercise the right
Tell us your decision unequivocally before the period ends, by writing to hola@tiendalachakana.com or to Carrer del Torrent de l'Olla, 196, Gràcia, 08012 Barcelona (España). You can use the model form in section 7, although it is not mandatory. Please state your name, order number and the products you want to return.
3. How to return the product
You must return the product to us without undue delay and in any case within 14 calendar days of telling us you are withdrawing. You can return it to our shop (Carrer del Torrent de l'Olla, 196, Gràcia, 08012 Barcelona (España)) or send it to that address. The product must be returned in good condition, with its labels and, if possible, in its original packaging. You may only handle it as you would in a shop, to check its nature, characteristics and functioning: if you use it more than necessary, you will be liable for any loss in its value.
4. Return costs
The direct costs of returning the product are borne by the consumer, unless the product is defective or not in conformity. If you send it by courier, we recommend a tracked service: the risk of transport until we receive it is yours.
5. Refund
We will refund all payments received, including the initial standard shipping costs (excluding extra costs if you chose a delivery method more expensive than the standard one), without undue delay and at the latest within 14 calendar days of you telling us you are withdrawing. We may withhold the refund until we have received the product or you show proof of having returned it, whichever comes first. The refund is made through the same payment method you used, at no cost to you.
6. Exceptions to the right of withdrawal
Under Article 103 of the consolidated text of the General Law for the Defence of Consumers and Users, the right of withdrawal does not apply, among others, to:
- Products made to your specifications or clearly personalised.
- Products liable to deteriorate or expire rapidly.
- Sealed products that cannot be returned for health protection or hygiene reasons, once unsealed after delivery.
- Products that, after delivery, have become inseparably mixed with other items.
7. Model withdrawal form
(Complete and send this form only if you wish to withdraw from the contract.)
For the attention of Asociación Cultural La Chakana, Carrer del Torrent de l'Olla, 196, Gràcia, 08012 Barcelona (España), hola@tiendalachakana.com:
- I hereby give notice that I withdraw from my contract of sale of the following product: ______________
- Order no.: ______________ — Ordered on / received on: ______________
- Name of the consumer: ______________
- Address of the consumer: ______________
- Date and signature (only if submitted on paper): ______________
8. Defective or damaged product
If you receive a defective, non-conforming or transport-damaged product, write to us as soon as possible at hola@tiendalachakana.com with photographs and your order number. The legal guarantee described in the Terms and conditions applies, at no cost to you.
9. Language
This text is provided in Spanish, Catalan and English. The Catalan and English versions are for information only: in case of discrepancy, the Spanish version prevails.