Returns and Refunds

14-day withdrawal right

For EU consumer distance sales, the buyer has 14 days from delivery to withdraw from the purchase without giving a reason.

To start a withdrawal, contact us via the support page before sending anything back. We will provide return instructions, including the return shipping address. The return address is communicated directly to the buyer for operational reasons and is not published on the website.

A model withdrawal form is included at the end of this page for your convenience, though its use is not mandatory.

Condition of returned products

Returned products must be complete, clean, safely packed, and include accessories, cables, manuals, and protective packaging where possible.

The buyer may inspect the product as they would in a shop. If the product has been installed, used beyond inspection, damaged, modified, scratched, contaminated, or returned incomplete, we may reduce the refund to reflect diminished value where legally permitted.

Return shipping

For withdrawal returns during the 14-day period, the buyer pays the direct return shipping cost. The buyer should not send goods back without contacting us first.

The buyer is responsible for choosing a suitable tracked return service, safe packaging, and any loss or damage caused by inadequate return packaging.

For confirmed lack of conformity covered by the legal guarantee, the legally required corrective measures are free of charge for the consumer, including the necessary transport, labor, and materials required to bring the product into conformity.

Refund timing

Refunds are made to the original payment method within 14 days of receiving the returned goods, or within 14 days of the buyer providing proof of return shipment — whichever is earlier. This complies with the EU Consumer Rights Directive (2011/83/EU).

We refund only the amounts legally required. Extra services selected by the buyer, import charges paid to authorities, failed customs clearance costs, and return costs are not refundable where legally permitted.

Cancellation before shipment

A buyer may request cancellation before shipment. If the order has not entered final preparation, customization, or dispatch, we normally refund the order.

If a product is clearly sold as custom-made or personalized in the future, different withdrawal rules may apply. This must be stated clearly before checkout.

Model Withdrawal Form

Complete and return this form only if you wish to withdraw from the contract. You may copy the text below and send it via email or post.

To: GroupB Live SL, Rambla Nova 10, 43004 Tarragona, Spain — [contact email provided on the support page]

I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):

— Ordered on (*): _______________

— Received on (*): _______________

— Order reference: _______________

— Name of consumer(s): _______________

— Address of consumer(s): _______________

— Signature of consumer(s) (only if this form is notified on paper): _______________

— Date: _______________

(*) Delete as appropriate.