Returns & Refunds Policy

1. Overview

At FILLAMOON, we want you to be satisfied with your purchase.

This policy explains your rights and the procedures for returning products, requesting refunds, and reporting damaged, defective, incomplete or incorrect items.

It applies to purchases made through https://fillamoon.com. Nothing in this policy limits mandatory rights available under Spanish or European Union consumer-protection law.

2. Right of Withdrawal — 14 Days

If you are a consumer, you generally have the right to withdraw from an online purchase within 14 calendar days without giving a reason.

The withdrawal period generally begins when you, or a third party designated by you other than the carrier, physically receive the goods.

If one order contains multiple goods delivered separately, the period generally begins when the final item is received.

To exercise this right, clearly inform FILLAMOON before the withdrawal period expires by emailing [email protected] or using the contact details in our Legal Notice.

You do not need to give a reason. Any clear statement communicating your decision to withdraw is sufficient.

3. How to Return a Product

To return a product following withdrawal:

• Contact FILLAMOON by email, provide the order reference, and clearly state that you wish to withdraw.
• We will provide return instructions and the applicable return address promptly. Your statutory withdrawal right does not depend on receiving our approval.
• Package the product securely to prevent damage during transport.
• Dispatch the product no later than 14 calendar days after notifying us of the withdrawal.

The return deadline is met if you send the goods before the 14-day return period expires.

For ordinary withdrawals, you are responsible for the direct cost of return shipping, provided you were informed of this obligation before purchasing. Returns of defective or non-conforming products are handled without charge where required by law.

We recommend using a tracked service and retaining proof of postage.

4. Refunds

When the statutory right of withdrawal applies, FILLAMOON will reimburse eligible payments for the returned goods, including the cost of standard outbound delivery where required by law.

If you selected a more expensive delivery method than the least expensive standard option offered, the additional delivery cost does not have to be reimbursed.

Refunds will be issued without undue delay and no later than 14 calendar days after we are informed of the withdrawal decision.

We may withhold reimbursement until we receive the returned goods or you provide evidence of having sent them back, whichever occurs first.

Refunds will use the original payment method unless you expressly agree to another method. FILLAMOON will not charge a refund-processing fee.

5. Product Condition and Handling

You may inspect and handle a product only as necessary to establish its nature, characteristics and functioning, as you would reasonably be able to do in a physical shop.

You may be responsible for diminished value caused by handling beyond what is necessary for that purpose, subject to applicable law.

Opening packaging or inspecting a product does not automatically invalidate the withdrawal right. Original packaging and accessories should be returned where reasonably possible, but this is not a condition for exercising the statutory right.

6. Personalised and Made-to-Order Products

Manufacturing a standard catalogue product after an order is placed does not automatically remove the statutory right of withdrawal.

The right may not apply to goods made to a customer's individual specifications or clearly personalised for that customer where the legal requirements for the exception are met.

Selecting standard catalogue colours, materials or predefined designs does not automatically make a product personalised.

Where an exception applies, it will be clearly communicated before the purchase is completed.

7. Damaged, Defective or Incorrect Products

If an order arrives damaged, defective, incomplete or different from what you purchased, contact [email protected]. Include the order reference, a description of the issue and, where possible, photographs that help us assess it.

Under Spanish consumer-protection law, new physical goods are generally covered by a 3-year statutory guarantee of conformity.

Depending on the circumstances, remedies may include repair, replacement, a price reduction or termination of the contract. Statutory remedies, including applicable shipping costs, are provided without charge where required by law.

Reporting an issue promptly can help us resolve it efficiently, but does not reduce your statutory guarantee rights.

8. Digital Content

For paid digital content supplied without a tangible medium, you will be asked to expressly consent to immediate supply and acknowledge that the right of withdrawal is lost once supply begins.

If the required express consent, acknowledgement or durable confirmation has not been provided, your statutory rights remain unaffected.

The withdrawal exception does not remove rights concerning digital content that is defective, inaccessible, incomplete or otherwise does not conform to the contract.

If a download or supplied file has a problem, contact [email protected] with your order reference and a description of the issue so that an appropriate statutory remedy can be provided.

9. Lost or Undelivered Orders

If an order has not arrived within the agreed delivery period, contact FILLAMOON so we can investigate with the delivery provider.

Where goods are lost or delivery obligations are not fulfilled, your rights under applicable consumer-protection law remain unaffected.

FILLAMOON remains responsible for the goods until you, or a third party designated by you other than the carrier, take physical possession of them, subject to applicable legal exceptions.

10. Model Withdrawal Form

This optional form may be used to withdraw from a purchase. Any other clear statement submitted within the legal deadline is also sufficient.

To: FILLAMOON

Email: [email protected]

Business address: See the Legal Notice.

The address above identifies the recipient of the withdrawal notice. Please wait for return instructions before sending goods, because the applicable return address may be different.

I hereby give notice that I withdraw from my contract of sale for the following goods:

• Product(s): ________________________________
• Order reference: ____________________________
• Ordered on: ________________________________
• Received on: _______________________________
• Consumer's name: ____________________________
• Consumer's address: _________________________
• Date: _______________________________________
• Signature, only if submitted on paper: ____________________

11. Contact

For returns, refunds, defective products or questions about this policy, contact:

FILLAMOON

Website: https://fillamoon.com

Email: [email protected]

Full seller identification and the business address are available in our Legal Notice.

12. Changes to This Policy

We may update this policy to reflect changes in operations or applicable law.

The version applicable to a purchase is the version in force when the relevant contract is concluded. Updates do not reduce statutory rights arising from an earlier purchase.