Return Policy - Uniorange Spain

Applicable to www.uniorange.es

Effective Date: July 24, 2025

At Uniorange Spain (operated by The Atlas Group Holdings), your satisfaction is our priority. This policy details the terms for returns and the application of legal guarantees, in strict compliance with the Right of Withdrawal established in Directive 2011/83/EU on consumer rights and applicable Spanish legislation (Royal Legislative Decree 1/2007, of November 16, which approves the consolidated text of the General Law for the Defense of Consumers and Users and other complementary laws), as well as the legal Guarantee of Conformity for products.

1. Right of Withdrawal (Change of Mind)

You have the right to withdraw from this contract without giving any reason within 14 calendar days from the day you receive the products. If you ordered multiple products in one order that are delivered separately, the period will start from the day on which you, or a third party indicated by you (other than the carrier), acquires physical possession of the last of those products.

Conditions for Withdrawal:

• Products must be returned in their original, unused condition and complete packaging.

• You may inspect the product to establish its nature, characteristics, and functioning, but not use it beyond what is strictly necessary for such inspection.

• You are liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics, and functioning of the product.

Exceptions to the Right of Withdrawal (for hygiene reasons): In accordance with Article 103 of the General Law for the Defense of Consumers and Users, the right of withdrawal will not apply to:

• The supply of sealed goods which are not suitable for return for reasons of health protection or hygiene and were unsealed after delivery.

  • This includes, for example, toothbrush heads and mini shavers if they arrive sealed and that seal has been broken or the product has been used, unless they are defective (see section 2: Legal Guarantee of Conformity).

How to Exercise the Right of Withdrawal: To exercise your right of withdrawal, you must notify us of your decision unequivocally (e.g., by a letter sent by post or email). You may use the model withdrawal form provided at the end of this policy, although its use is not mandatory.

• Send your request to: help@uniorange.es

• Provide your order number, the item(s) you wish to return, and the reason for the return.

Refund in Case of Withdrawal: Once we receive your notification of withdrawal and, where applicable, the returned products and verify that they meet the conditions, we will proceed to reimburse all payments received from you, including the basic delivery costs (corresponding to the least expensive standard delivery option we offer), without undue delay and, in any event, within 14 calendar days from the date on which we were informed of your decision to withdraw.

The refund will be issued using the same means of payment you used for the initial transaction, unless you have expressly agreed otherwise and provided that you do not incur any fees as a result of the reimbursement. We may withhold the reimbursement until we have received the goods back, or until you have supplied evidence of having sent back the goods, whichever is the earliest.

Return Shipping Costs: In case of withdrawal due to a change of mind, the direct costs of returning the products will be borne by the customer, provided that we have clearly informed you of this condition prior to the purchase.

2. Legal Guarantee of Conformity (Defective or Non-Conforming Products)

All products sold on www.uniorange.es are covered by a legal guarantee of 3 years from the date of delivery, as required by Spanish law (Article 120 et seq. of the LGDDCU). This guarantee covers any lack of conformity that exists at the time of delivery of the product and becomes apparent during the guarantee period.

What Does the Legal Guarantee Cover? A product is non-conforming if it:

• Does not match the description or does not possess the advertised qualities.

• Is not fit for the purposes for which products of the same type are normally used.

• Is not fit for any special use required by the consumer and accepted by the seller.

• Does not present the usual quality and performance of a product of the same type.

Process in Case of Lack of Conformity: If you receive a defective product or one that does not conform to the description, please contact us immediately, regardless of whether the product has been used or not.

• Send your claim to: help@uniorange.es

• Provide your order number, a detailed description of the problem, and, if possible, photos or videos demonstrating it.

Remedies under the Legal Guarantee: In case of a lack of conformity, you have the right to:

1. Repair or Replacement: Primarily, the product will be repaired or replaced free of charge to you, within a reasonable period and without significant inconvenience. The choice between repair or replacement rests with the consumer, unless one of these options is objectively impossible or disproportionate.

2. Price Reduction or Termination of Contract (Refund): Only if repair or replacement is not possible, or is not carried out within a reasonable period or without inconvenience, may you opt for a price reduction or termination of the contract with a full refund.

Costs: All costs associated with the repair or replacement (including transport, parts, and labor) will be borne by Uniorange Spain.

Burden of Proof: Any lack of conformity that becomes apparent within the first two years from the delivery of the good is presumed to have existed at the time of delivery, unless proven otherwise. After this period, the consumer must prove that the lack of conformity existed at the time of delivery.

3. How to Initiate a Return or Claim

To initiate any type of return (withdrawal or legal guarantee claim), please contact our customer service team:

• Email: help@uniorange.es

• Required Information: Your order number, the item(s) you wish to return/claim, and the reason for the return/claim (change of mind, defective, non-conforming, etc.).

• We will provide you with detailed instructions on how to proceed, including the return shipping address.

4. Refund Processing & Confirmation

Once your return is received and inspected (or your guarantee claim is approved), we will notify you of the approval or rejection of your refund or the resolution of the case.

If the refund is approved, it will be processed without delay, and credit will automatically be applied to your original method of payment. Refunds are issued within 24 to 48 business hours of approval. However, the time it takes for the money to appear in your bank account or credit card statement may vary, typically ranging from 3 to 10 business days, depending on your bank or payment provider.

5. Contact Us

For all inquiries or questions regarding our Return Policy, please contact our customer service team:

Email: help@uniorange.es