Return Policy


The consumer and user will have the right to withdraw the order placed remotely without giving reason, during a period of fourteen (14) working days from the correct receipt of the product. The consumer and user will be able to send the entire order or, if they prefer, they will be able to send any of the products that make up the total order and, all this, without any penalty and without the need to indicate the reasons.
The consumer and user must bear the direct cost of the return to IMPEX SUBMINISTRES, whether they return the order in full or decide to return only some product/s from the total  order.
To formalize the return, you must contact IMPEX SUBMINISTRES at Once said communication has been received, IMPEX will indicate the method of sending the order to its offices or warehouses.
The consumer and user must send the product to the following IMPEX offices / warehouses:
IMPEX Subministres S.L, Carretera de Roses, 35, 17600, Figueres, Girona, (España).
IMPEX is not responsible for the courier company that consumer and user contracts choose to return the order. In this sense, IMPEX recommends you to require the delivery proof  to the courriel once they deposited the product at IMPEX offices, in order to consumer and user will  aware the Product has been successfully delivered to IMPEX.
IMPEX is not responsible for the address where the consumer and user send the order to return, if it´s different from those indicated. IMPEX may request the consumer and user to send delivery proof in order to verifying it.
The costs of returning the order (such as shipping costs through courier companies) will be borne directly by the consumer and user.
The product must be in perfect condition and all its labels, the original packaging and, where appropriate, documentation and elements, original accessories that came with it. If the consumer and user do not proceed in this way or if the product has suffered any damage, the consumer and user accepts that the product may suffer depreciation or that IMPEX may reject the exercise of the right of withdrawal by the consumer and user.
Once IMPEX verifies that the order is in optimal conditions, we will proceed to make such refund using the same means of payment used by you for the initial transaction, unless you indicate otherwise, expressly detailing the means of payment through which you want us to make the return. You will not incur any expenses as a result of the refund. Notwithstanding the foregoing, we may retain the refund until we have received the goods, or until you have presented proof of their return, depending on which condition is met first. If the consumer and user decide to return the order in full, IMPEX will return to the consumer and user all the amounts that they would have paid (not including shipping costs related to the delivery of IMPEX to the consumer and user).
IMPEX informs consumers and users that the reimbursement period of amounts paid will depend on the payment method that the consumer and user would have used when purchasing the product. In any case, IMPEX will return the amounts paid as soon as possible and, in any case, within fourteen (14) calendar days following the date on which the consumer and user have informed of their decision to withdraw from the contract.
In the case of promotions applicable to the purchase of independent items that include an additional product, explained in its title, but not limiting, any other that involves the delivery of an extra product for free or at a reduced price, if the consumer and user decide to apply their right of withdrawal on your purchase, this right will have effects over total products purchased within the promotion.


IMPEX does not admit the exchange between a product purchased by the consumer and the user for another product that is offered on the Website.
In the case consumer/user want to exchange a product, they must exercise their right of withdrawal over the same as established and subsequently buy the new product they want.

2.1 Commons provisions

You will not have the right to withdraw from the contract in the case of buying any of the following products:

- Personalized items.
- Goods sealed for health or hygiene reasons that have been unsealed after delivery.

Your right to withdraw from the contract will apply exclusively to those products that are returned in the same conditions in which you received them. No refund will be made if the product has been used beyond the opening of it, for products that are not in the same conditions in which they were delivered or that have suffered any damage, so you should be careful with the / the product / s while they are in your possession. Please return the item using with all original packaging, instructions and other documents it contains
You can make returns at any IMPEX store or through a courier / courier that we will send to your address.

2.2 Returns in Impex Stores:

You can return the products to us in any of our IMPEX stores. In this case, you must go to any of these stores and deliver, along with the item, the electronic ticket that you will have received along with the Shipping Confirmation, which is also kept in your account on the website. You can present the electronic ticket showing it digitally through your mobile device or taking it printed to the store.

2.3 Returns trough courrier:  

You must contact us through our return request so that we can organize the picking at your home. You must deliver the products in the same package that you have received them, following the instructions that you will find in the “RETURNS” section on this website.
You will be responsible for the return costs. Please note that if you decide to return the items to us freight collect we will be authorized to charge you for any costs that we may incur.
After checking the article, we will inform you if you are entitled to a refund of the amounts paid. The cost of transportation may not be refunded under any circumstances. The refund will be made as soon as possible and, in any case, within 14 days from the date you communicated your intention to withdraw. However, we may retain the refund until we have received the goods, or until you have provided return proof, depending on which condition is met first. The refund will always be made in the same payment method that you used to pay for the purchase.
Take into account, once order have been delivered, in case of exercising the legal or contractual right of withdrawal, it will you who must to organize the return without us. We will not be able to assume the risk on the return package when it refers to causes not attributable to IMPEX.
Likewise, remember that you will be responsible for the content into the package returned, when you use any of the return options offered by IMPEX. In the case that there is an error in the content of the return package won´t to attributable to IMPEX, we will be authorized to pass on the corresponding costs if it is possible to manage the return of the package to your attention.
In any case, the rights and actions recognized by current legislation are safe.

2.4 Return of defective products 

In the case that product have been delivered and it does not match with the stipulated in the contract, you should contact us immediately through our contact channels, providing the product details as well as the damage it suffers, or by calling 972.51.44.60 where we will indicate how to proceed.
Product(s) will be returned at IMPEX SUBMINISTRES (Carretera de Roses, n35, 17600, Figueres, Girona, España) or order us a pick up, in that way we will send to you a courriel.
We will proceed to carefully checking  returned product and we will notify you by email within a reasonable period of time if the refund or replacement is appropriate (if applicable). The refund or replacement of the item will be made as soon as possible and, in any case, within 14 days from the date on which we send you an email confirming that the refund or replacement of the non-compliant item is appropriate.
In any case, the rights recognized by current legislation are safe.

2.5 Right of withdrawal and returns orders orversea

If you have placed an order through this website from a Member State of the European Union other than Spain, the above clauses will apply with the restriction that the return through a courier / courier organized by us can only be made from the original delivery address in Spain.
Likewise, we inform you that under no circumstances (with the exception of the provisions of the return clause for defective products) we will not be obliged to reimburse you for shipping costs other than those incurred to the original delivery address in Spain or return costs from a destination outside Spanish territory.


If you contract as a consumer and user, we offer guarantees on the products that we market through this website, in the legally established terms for each type of product, responding, therefore, for the lack of conformity of the same that is manifested within two years from delivery of the product.
The products are understood to be in accordance with the contract provided that:

1. They conform to the description made by us and having the qualities that we have presented on this website.

2. Are suitable for the uses to which the products of the same type are ordinarily destined and

3. Present the usual quality and benefits of a product of the same type that are well founded. In this sense, if any of the products does not comply with the contract, you must let us know by following the procedure detailed in section 17.6, above and through any of the means of communication provided for it.

The products we sell, especially handicraft products, can often have the characteristics of the natural materials used in their manufacture. These characteristics, such as variation in sales, texture, knots and color, will not be considered defects or defects. On the opposite, it will count with your presence and appreciate it. We only select the highest quality products, but natural characteristics are unavoidable and must be accepted as part of the individual appearance of the product.


Unless expressly provided oth erwise in these Conditions, our liability in relation to any product purchased on our website will be strictly limited to the purchase price of such product.
However, and unless legal provision to the contrary, we will not accept any responsibility for the following losses, regardless of their origin:
1. loss of income or sales:
2. loss of business;
3. loss of profit or loss of contracts;
4. loss of anticipated savings;
5. data loss; and
6. loss of management time or office hours.
Due to the open nature of this website and the possibility of errors in the storage and transmission of digital information, we do not guarantee the accuracy and security of the information transmitted or obtained through this website unless it is established expressly the opposite in it.