Refund policy
Right of Withdrawal
The customer has a period of fourteen (14) calendar days from the date of receipt of the order to exercise their right of withdrawal (as long as the item shows no signs of use and is in its original packaging) without giving any reason, in accordance with Article 97 of Royal Legislative Decree 1/2007. In this case, the refund of your order will be complete. To exercise your right of withdrawal, you may use the form in your account or contact us through any of the means provided below.
Important Information About Text Engraving on Personalized Knives
Please note that due to the customized nature of these knives, we cannot accept returns or exchanges once the engraving has been completed. Therefore, we recommend that you carefully review the text you provide before confirming your order. Returns will only be accepted in the event of a manufacturing defect in the product.
Do not hesitate to contact us if you have any questions or concerns!
Returning an Item
The products offered in our online store have passed strict quality controls. Offering the highest quality and best guarantee is our commitment to our customers. If you are not satisfied upon receiving your order, you have a period of thirty (30) calendar days from the date of receipt to exercise your right of return. After this period, if the item presents a manufacturing defect, you must make use of the product warranty.
To process a return, the product must be in perfect condition, unused, in its original packaging, and include manuals, accessories, or promotional gifts (if any). If any item or reference is missing, its value will be deducted from the refund amount. For example, for certain promotional gifts we occasionally offer, such as the neoprene apron, please note that the real value of this product is 20 euros.
The refund of the amount paid for the purchase will be processed within 14 business days from the date the returned item is received at our facilities.
How to Return an Item?
To process a return, please fill out the return form available further down on this page, via this link or through the left-hand menu in your customer account. Returns are handled through Correos.
Once all details have been completed, please prepare the package for return. You may reuse the original packaging if it is in good condition. Remember to include the delivery note or invoice inside, indicating the references (all or some) you wish to return, as this will greatly help us speed up the process. Within 24 working hours after completing the form, our team will send you a return label in PDF format by email, which you must print and attach to the package you wish to return.
To send your return, please take the package to any Correos office in your area from Monday to Friday during their opening hours. If you are unable to drop it off, you may provide us with an address where someone will be available throughout the day so that the courier can collect it and avoid any issues.
Once we receive and verify your return, we will refund your payment through the same payment method used in your order within a maximum of 14 business days. However, depending on your payment method, the refund may take up to an additional 5 days to be processed.
Return shipping costs are never free of charge. This amount will be deducted directly from the refund total. For returns from mainland Spain, the cost is 5 euros. Returns from the Balearic Islands cost 7 euros, and returns from the Canary Islands, Ceuta, or Melilla cost 15 euros.
In any case, returns or exchanges of defective products or incorrect shipments will be accepted, and Arcos Hermanos will cover both shipping and return costs, provided that the customer notifies us within fourteen (14) calendar days from the date of receipt. If a package cannot be delivered due to reasons beyond the control of Arcos or the transport company (such as incorrect or incomplete address, package refusal, or failure to collect within the established period), the courier will automatically return the package within 10 business days. In these cases, return shipping costs will not be refunded to the customer.
Complaints and Claims
For any complaints or claims, please contact ARCOS HERMANOS S.A. at Avda. Gregorio Arcos, 38 - 02007 Albacete (Spain).
Or through our form