Legal
Withdrawal, returns, cancellations and refunds policy
This Policy forms part of the General Conditions of Purchase and constitutes the pre-contractual information on withdrawal required by consumer legislation. It is a single policy for the entire Site and is binding on all Sellers. If the language versions diverge, the Spanish version prevails.
Version: 1.0 · 02/07/2026
1. Who is responsible
Purchases are concluded with the Seller identified on each product page and in the order confirmation. The Seller bears the right of withdrawal, returns and the legal guarantee. The Platform facilitates their management: all requests are processed from your account and refunds are executed through the payment provider onto the same means of payment used.
2. Right of withdrawal (14 days)
2.1. If you buy as a consumer, you may withdraw from your purchase, without giving any reason, within a period of 14 calendar days. 2.2. The period is calculated: (a) for goods, from the moment you — or a third party indicated by you other than the carrier — acquire physical possession of the goods; if a single order is delivered in several shipments, from the delivery of the last good; (b) for services, from the conclusion of the contract; (c) for digital content not supplied on a tangible medium, from the conclusion of the contract (see exception 3.f). 2.3. To exercise it, an unequivocal statement within the period is sufficient. You may do so: (a) from your account ("My orders" → "Return"), selecting the affected products; (b) by writing to the email address gerard@cangerard.cat; or (c) by using the model form in section 8, addressed to the Seller through the Platform. If you exercise it from your account, we will send you an acknowledgement of receipt on a durable medium without delay. 2.4. Once you have withdrawn, you must send back the goods without undue delay and, in any event, within a maximum period of 14 calendar days from your communication, following the return instructions you will receive (the Seller's return address or a shipping label, depending on the arrangement).
3. Exceptions: purchases with no right of withdrawal
In accordance with Article 103 of the TRLGDCU, there is no right of withdrawal for the following purchases, which is additionally indicated on the page of each affected product: a) Fresh food and perishable products or products liable to expire rapidly. b) Goods sealed for health or hygiene reasons (e.g. certain cosmetics or personal-care products) which have been unsealed after delivery. c) Goods personalised or made to your specifications. d) Goods which, after delivery and by their nature, have become inseparably mixed with other items. e) Leisure services, experiences and workshops with a specific date or period of performance (without prejudice to the organiser's change or cancellation conditions indicated on the product page). f) Digital content not supplied on a tangible medium (ebooks) whose download has begun with your prior express consent and with your acknowledgement that you thereby lose the right of withdrawal (specific checkbox in the purchase process). g) Services fully performed, where performance has begun with your express consent and acknowledgement of the loss of the right once performed. All other catalogue categories (non-perishable packaged food, packaged wine, beer and spirits, fashion, home, crafts, toys, electronics, books, unopened sealed cosmetics, second-hand goods) do allow withdrawal.
4. Return costs and conditions
4.1. You will bear the direct cost of returning the goods (we inform you of this here and in the purchase process). For bulky products that cannot be returned by ordinary post, the estimated cost of return is indicated on the product page. 4.2. Goods must be returned complete, with their accessories and, where possible, in their original packaging. You may handle them only to the extent necessary to establish their nature, characteristics and functioning, as you would in a shop: you will only be liable for any diminished value resulting from handling beyond the above, which may be deducted from the refund in a justified manner. 4.3. For "18+" products delivered with age verification, the return will follow the same general procedure.
5. Refunds
5.1. The refund covers the price of the returned products and the outbound delivery costs at their standard rate (if you chose a delivery option more expensive than the standard one, the extra cost is not refunded). 5.2. It will be made without undue delay and, in any event, within 14 calendar days from the date on which we are informed of your decision, although it may be withheld until the Seller has received the goods back or until you provide evidence of having sent them back, whichever condition is met first. Practical tip: upload the proof of dispatch to your account and the refund will be released without waiting for receipt. 5.3. The refund is made onto the same card used for payment, at no cost to you. For orders involving several Sellers, the portion corresponding to the returned products is refunded (partial refund on the single charge). The credit usually appears on your statement within 5 to 10 business days, depending on your bank.
6. Cancellations before dispatch
6.1. You may request the cancellation of an order or of specific lines from your account as long as the Seller has not dispatched it. If the cancellation is confirmed, the refund is executed immediately for the corresponding total, delivery costs included. 6.2. If the order has already been dispatched, the request will be processed as a withdrawal (sections 2 to 5), where applicable. 6.3. The Seller may only cancel a confirmed order for justified reasons (e.g. an unforeseen lack of stock or a manifest pricing error); in that case we will inform you and you will receive an immediate full refund.
7. Damaged, wrong or non-conforming product (guarantee)
7.1. If you receive a product that is damaged, defective, different from the one ordered or non-conforming, this is not a withdrawal: it is a lack of conformity covered by the legal guarantee of conformity (3 years for new goods; for second-hand goods, the period indicated on the product page, never less than 1 year). 7.2. Report it from your account, attaching photographs if possible. The Seller must offer you the appropriate remedy (repair, replacement, price reduction or termination with refund) at no cost to you: collection or return costs are borne by the Seller. 7.3. If the parcel arrives visibly damaged, record this at delivery if possible and report it as soon as you can; we will handle the incident with the Seller and the carrier without you losing any of your rights.
8. Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.) For the attention of [Seller's name], through CanGerard — NEGOCIS DIGITALS CANGERARD, S.L., Carrer de la Serra 46, 1-3, 08520 Les Franqueses del Vallès (Barcelona); email: gerard@cangerard.cat I/We (*) hereby give notice that I/we (*) withdraw from my/our (*) contract of sale of the following goods/for the provision of the following service (*): — Ordered on / received on (*): ____________ — Order number: ____________ — Name of consumer(s): ____________ — Address of consumer(s): ____________ — Signature of consumer(s) (only if this form is notified on paper): ____________ — Date: ____________ (*) Delete as appropriate.
9. Summary table by category
Category · 14-day withdrawal? · Notes: • Non-perishable packaged food: Yes · Seals intact • Fresh and perishable goods: No (art. 103.d) · Indicated on the product page • Packaged wine, beer and spirits: Yes · Adults 18+ only • Food supplements: Yes, unless hygiene seal broken · Depending on seal • Cosmetics: Yes, unless health/hygiene seal opened · Art. 103.e • Fashion, home, crafts, toys, electronics: Yes · Condition as per section 4.2 • Books (paper): Yes • Ebooks: No, if you authorised immediate download · Art. 103.m; checkbox at checkout • Personalised products: No (art. 103.c) · Indicated on the product page • Second-hand / refurbished: Yes · Guarantee ≥ 1 year as per product page • Experiences and workshops with a set date: No (art. 103.l) · See the organiser's change conditions
10. Questions
For any query about this Policy, contact customer service (gerard@cangerard.cat). This Policy does not limit any right granted to you by consumer legislation.