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Return policy

EXCHANGES AND RETURNS

You may return the product within fourteen (14) calendar days of receipt. Returns will only be accepted if the product is in the same condition as it was delivered, unused, with its original packaging materials and labels, and accompanied by any related accessory.

To return a product, follow the instructions specified below:

Once the product has been shipped, you can access your account and review any of your orders in the section “my orders”, where you will be entitled to cancel one or more of the articles included in your purchase order, you will mark each of the items you would like to return and then, confirm by clicking the return button.

We will send you an email including a return authorization number that you must place visible outside the package where you will be returning the goods.

Returns will only be accepted by Orbea USA LLC if shipping and handling fees have been paid. Consumers and users are responsible for the direct costs associated with returning the items. If the consumer or user has expressly selected a delivery method that is not the least expensive ordinary delivery method, the Service Provider will not be required to refund the resulting additional costs.

Once we receive the product and we confirm that it is in the same condition as when it was delivered, unused, with its original packaging materials and labels, and accompanied by any related accessories, we will proceed to issue a refund, excluding shipping costs using the same method that you used for payment.

WRONG ITEMS

If you happen to receive an item that is not what you ordered, please write to infous@orca.com

TO EXCHANGE A PRODUCT

Products can only be returned for a refund. If you need a different size or color, or wish to purchase other alternative products, you must place a new order.

RIGHT OF WITHDRAWAL

You can exercise your right of withdrawal from this transaction without justification within fourteen (14) calendar days of order delivery to you or a third party on your behalf (other than the carrier).

In order to exercise your right of withdrawal, you must contact ORBEA USA LLC, with registered office at 700W Broadway St, North Little Rock AR-72114, U.S.A., and make an unequivocal statement in this regard (by letter, fax, email, etc.). You can fill in the withdrawal form below, but the use of the form is not mandatory (link to the withdrawal form).

If you want to return an item(s) from your order, you must have a claim number. Please contact the online customer service by writing to infous@orca.com.

To exercise your right of withdrawal, you just have to communicate your decision to do so within the stipulated time.

Consequences of withdrawal

If you decide to exercise your right of withdrawal, we will refund all payments received, including the delivery costs (with the exception of the additional expenses that result from your selection of a shipping method that is not the least expensive ordinary shipping method that we offer) as quickly as possible, and within 14 calendar days of the date you notified us of your decision to withdraw from the present contract. We will proceed to issue said refund, using the same payment method you used for the original transaction; in any event, you shall not be liable for any expense as the result of the refund. We are entitled to keep your refund until we have received the items or until you have presented proof of their return, whichever happens first.

You must return or directly deliver the items to us as quickly as possible and within 14 calendar days of notifying us of your decision to withdraw from the contract. This condition is deemed to have been met if you return the goods before the end of the stipulated period.

You are responsible for the direct costs of returning the items.

The product must be returned in its complete original packaging, with labels and any related accessory and in perfect condition. You will only be responsible for the reduction in the value of the items as the result of any handling other than that which is necessary to determine the nature, characteristics and working condition of the items.

In spite of the above, the Service Provider may consider, in accordance with current legislation, that users buying customized items or items made according to personal specifications have no right to withdraw from this contract.

For any questions about returning customized items purchased at www.orca.com, you can contact us by writing to infous@orca.com.

The Service Provider reserves the right to question your reason for return. No refunds will be made for damaged items.

If your return does not meet the terms stipulated terms, you will have no right to receive a refund in any amount and will have a period of fourteen (14) days to request their collection.

In case of defective item returns, you will get a full refund, including shipping costs.

The amount paid will always be refunded using the same method used to pay for the item(s).

DAMAGED OR FAULTY ITEMS

All the products sold at orca.com are in perfect condition. However, if you happen to receive a defective or faulty item(s), indicate this on the delivery slip and inform the courier at delivery. Then write to returns@orca.com indicating your order number and describing the fault or defect in your item(s).

APPLICABLE WARRANTY

The warranty of the items sold on this website is offered in compliance with the provisions and criteria set forth in Royal Decree 1/2007, of 16 November, approving the consolidated text of the General Law for the Protection of Users and Consumers, and other relevant laws and the associated enforcement regulations.