Refund policy
Returns, Withdrawals and Refunds Policy - POCO BEBO
At POCO BEBO we want your experience to be satisfactory. For this reason, we have adapted our returns policy in accordance with current Spanish and European regulations (Consolidated Text of the General Law for the Defence of Consumers and Users and Regulation (EU) 2019/771).
1) Right of withdrawal (online purchases)
You have the right to withdraw from the contract within 14 calendar days of receiving the items, without stating the reason. To exercise this right, please send us an unequivocal statement (e.g. an email) to info@pocobebo.com indicating your order number and the products to be returned. You can also use our Withdrawal Form (legal model from Annex I TRLGDCU). We will confirm receipt of your request by email.
2) Item conditions and depreciation
You can manipulate the products to check their nature, characteristics and operation as you would in a store. If there is use beyond what is necessary and depreciation occurs, we may pass it on to the refund. Withdrawal cannot be conditional on keeping the original packaging, although we recommend keeping it to protect the garment on return.
3) Legal exclusions to withdrawal
Withdrawal does not apply to:- Personalised products (custom-made or personalised).- Sealed products that are not suitable for return for hygiene or health protection reasons and that have been unsealed after delivery (for example, underwear or swimwear with a hygienic seal removed).
4) Return cost
Unless returned due to defective item or our error, the customer assumes the direct costs of the return. We will provide you with the address and shipping instructions when processing the withdrawal.
5) Refunds
We will refund all payments received, including standard delivery costs (not additional costs for express delivery), without undue delay and in any event within 14 days of informing us of the withdrawal. We may withhold the refund until we receive the goods or proof of their return. The refund will be made by the same means of payment used.
6) Size or color changes
If you prefer an exchange instead of a refund, please let us know when exercising the withdrawal and we will inform you of the availability and the process. The shipping costs for the exchange are treated as in point 4, unless defective.
7) Defective products or shipping errors (legal warranty)
If the product is non-compliant (defective, defects or error), we will take care of the repair, replacement, price reduction or resolution, at no cost to you, as appropriate. The legal warranty is 3 years from delivery, and the shipping costs for returns due to non-conformity are borne by POCO BEBO.
8) Return Shipping Procedure
*Return address: POCO BEBO Returns
Travessía Prat de la Riba, 91-95
08849 Sant Climent de Llobregat, Barcelona, Spain.
*Postal address enabled only for returns.
We advise you to use a service with proper tracking and packaging.
9) Sale Items
Purchases made at a discounted price have the same rights of withdrawal and warranty as products at normal price, unless the discount has been expressly applied for clearance and a different policy has been announced in accordance with the law.
10) ODR (Online Dispute Resolution) Platform
If you wish, you can process complaints online through the European Commission's ODR Platform: https://ec.europa.eu/consumers/odr
11) Model withdrawal form
You can request the official form by email at info@pocobebo.com. We also accept any unambiguous communication via email.
