REFUND POLICY

At Prospero, we want you to shop with confidence. If you are purchasing as a consumer in Spain or the European Union, you generally have 14 calendar days from delivery to withdraw from your purchase without giving any reason.

1. Return period

The withdrawal period expires 14 calendar days after the day on which you, or a third party designated by you other than the carrier, obtains physical possession of the goods.

2. Return conditions

Returned items must be unused, in perfect condition, with original tags, original packaging, and any accessories, covers, or promotional gifts included with the order.

We may reduce the reimbursement amount if the goods have been handled beyond what is necessary to establish their nature, characteristics, and functioning.

3. Non-returnable items

• Personalized or made-to-order products.
• Sealed goods not suitable for return for health or hygiene reasons once unsealed.
• Gift cards, vouchers, or executed digital content, if any.
• Items damaged due to misuse, improper washing, or wear after delivery.

4. How to request a return

To exercise your right of withdrawal or request a return, contact us before the legal period expires and include your order number, the items you want to return, and the reason if there is an issue. We will then send you the return instructions.

5. Return shipping costs

Unless the return is caused by our error or a defective item, direct return shipping costs are borne by the customer. We recommend using a tracked service, since the customer remains responsible for the goods until they reach our warehouse.

6. Refunds

Once the returned goods have been received and inspected, we will inform you whether the refund is approved. If applicable, the refund will be made using the same payment method used for the initial transaction, within a maximum of 14 calendar days from the date we are informed of your decision to withdraw. We may withhold reimbursement until we have received the goods back or you have supplied proof of return.

Unless required by law, additional delivery costs resulting from your choice of a shipping method other than the least expensive standard delivery offered at checkout will not be refunded.

7. Defective or incorrect items

If you received a defective item, transport-damaged item, or an item different from the one ordered, please contact us as soon as possible and within a reasonable period after delivery. In these cases, we will bear the return costs and offer replacement, repair, price reduction, or refund as applicable.

8. Exchanges

Unless expressly stated otherwise in a specific campaign, we do not process direct exchanges for size, color, or model. If you need a different item, please return the original product and place a new order.

9. Contact

For any questions related to returns and refunds, please use the contact channels available on our website. This policy applies without prejudice to the statutory consumer rights granted under Spanish and European law.