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The customer has the right to withdraw from their purchase within fourteen (14) working days from the date of receiving their order, without providing a reason, in accordance with Article 97 of RDL 1/2007.
To exercise this right, the returned item must be unused and in its original packaging.
In such cases, the order will be fully refunded (excluding shipping costs). To exercise the right of withdrawal, the customer may use our return form or contact us through one of the methods provided below.
All items available in our online store are subject to rigorous quality controls.We are committed to offering the highest quality and the best guarantees to our customers. If you are not satisfied upon receiving your order, you have thirty (30) business days from the date of receipt to request a return. Beyond this period, if the item shows a manufacturing defect, you can claim under warranty.To be eligible for return, the product must be in perfect condition, in its original packaging, and include any manuals, accessories, or promotional gifts provided. Please note that custom knives cannot be returned except in the case of a manufacturing defect.Refunds will be processed within 14 working days of receiving and inspecting the returned item at our facility.
To initiate a return, fill out the return form available at the bottom of the page (via the link titled "Return Form") or log in to your customer account and navigate to the "RETURNS" tab in the left-hand menu.
Once the form is completed, prepare the item for return. You can reuse the original packaging if it is in good condition. Make sure to include the invoice or order confirmation inside the package, clearly indicating the items being returned (whether all or just some). This will help expedite the processing of your return. Within 24 business hours of submitting the form, our team will contact you to confirm the items to be returned and the return conditions. Once agreed, we will email you a return label in PDF format, which you must print and affix to the package.
Returns must be made via a partner drop-off point. Our customer service team will provide you with the nearest location.
Once we receive the package and verify its contents, we will process the refund of your order (excluding return shipping costs) using the same payment method used for the original purchase, within a maximum of 14 calendar days. Depending on the payment method, an additional 5 days may be required to complete the refund. Return shipping costs, fixed at €5.95, will be directly deducted from the refund amount.
In the event of a defective product or an error in the order, returns or exchanges will be accepted, and shipping and return costs will be covered by Arcos Hermanos, provided you notify us within 14 days of receiving the order.
If the package cannot be delivered due to reasons beyond the control of Arcos or the carrier (e.g., incorrect or incomplete address information, refusal of delivery, or failure to collect it from the drop-off point within the allotted time, resulting in an automatic return within 10 business days), return shipping costs will not be refunded.
Return Form
Please note that due to the custom nature of these knives, we cannot accept returns or exchanges once the engraving has been done. Therefore, we recommend carefully reviewing the text you provide before confirming your order. Returns will only be accepted if there is a manufacturing defect in the product.
Feel free to contact us if you have any questions or concerns!
