1. Order cancellation
You may request the cancellation of your order before it is shipped by emailing contact@prause-is.com and including your order number. If the order has already left our facilities, it must be processed as a return (see point 2). For card payments, some cancellations may be subject to financial charges applied by the banking institution, in accordance with Article 76 of Royal Legislative Decree (RDL) 1/2007.
2. Right of withdrawal (return without justification)
As a consumer, you have the right to withdraw from the purchase within 14 calendar days of receiving the product, without the need to justify the decision and without penalty (Articles 71 et seq. of Royal Legislative Decree 1/2007).
How to exercise it: notify us via an unequivocal statement (email to contact@prause-is.com or a letter to C/ Júcar 26, PolÃgono Industrial La Trocha, 29100 CoÃn, Málaga, Spain) within the specified timeframe. You may use the model form at the bottom of this page, although doing so is not mandatory. We will confirm receipt of your request.
Product condition: must be returned new, unused (except for basic inspection), with all accessories and in the original packaging. Products returned in used or damaged condition may be subject to a reduction in value, which will be deducted from the refund amount.
Return costs: the direct costs of returning the product shall be borne by the customer. In the event of a collection arranged by us, the cost of such collection will be deducted from the refund.
3. Exceptions to the right of withdrawal
The right of withdrawal does not apply to (Art. 103 RDL 1/2007):
- Personalized or custom-made / made-to-order products.
- Sealed products that cannot be returned for hygiene reasons and have been unsealed.
4. Refund
Once the returned product has been received and its condition verified, we will issue a refund within a maximum of 14 calendar days from the date you notify us of your withdrawal, using the same payment method used for the purchase (Redsys / Bizum), unless otherwise agreed. We may withhold the refund until we have received the product or proof of its shipment, whichever occurs first. The refund covers the cost of the product and the initial standard shipping charges (excluding any additional costs incurred if you selected a more expensive shipping method, as well as the cost of the return itself).
5. Defective product or order error
If you receive a product that is defective, damaged, or different from what was ordered, please contact us at contact@prause-is.com within 14 days, and we will cover all costs for collection and reshipment or a refund.
6. Statutory warranty
All products are covered by the 3-year statutory warranty of conformity for purchases made by consumers (Art. 120 TRLGDCU), without prejudice to any additional commercial warranty provided by the manufacturer, where applicable.
7. Simplified refund procedure
- Write to contact@prause-is.com, indicating the order number and the reason.
- We will send you the instructions and the return address.
- Send the product properly packaged (or arrange for pickup).
- Following the review, we process the refund within the indicated timeframe.
8. Complaint form / dispute resolution
Complaint forms are available to consumers. You may also use the European Commission’s online dispute resolution platform: https://ec.europa.eu/consumers/odr
Model withdrawal form
(Only complete and return this form if you wish to withdraw from the contract.)
To the attention of PRAUSE INDUSTRIAL STRENGTH S.L. (Tax ID: B88654082), C/ Júcar 26, PolÃgono Industrial La Trocha, 29100 CoÃn, Málaga, Spain, contact@prause-is.com:
I hereby give notice that I withdraw from my contract of sale for the following product:
— Product: ___ · Order No.: ___ · Date of order/receipt: ___
— Consumer’s name: ___ · Address: ___
— Date: ___ · Signature (only if submitted on paper): ___
