Refund policy

RETURNS AND WITHDRAWAL POLICY

Last updated: November 2026

At KREACRET S.L. we comply with applicable European regulations to ensure a safe and transparent shopping experience. Below we detail our returns policy for the online store www.kreaconcrete.com.

1. RIGHT OF WITHDRAWAL (14 days)

In accordance with the EU Consumer Rights Directive (2011/83/EU), consumers have the right to withdraw from their purchase within 14 calendar days from receipt of the last item in the order, without giving any reason.

2. PRODUCTS EXCLUDED FROM THE RIGHT OF WITHDRAWAL

Personalised products made to order are excluded from the right of withdrawal: basins or other items made to dimensions, colours, configurations or characteristics specifically indicated by the buyer that are not part of our regular catalogue.

If your order falls into this category, you will be clearly informed before confirming the purchase.

3. HOW TO EXERCISE YOUR RIGHT OF WITHDRAWAL

In accordance with EU Directive 2023/2673, we provide the following mechanisms:

a) Electronic withdrawal button (preferred method)

  1. Access the "WITHDRAWAL FROM CONTRACT" link in the footer of our store, or from the orders section of your customer account.
  2. Select the order and items, and provide your name and order reference.
  3. Confirm the withdrawal in the second step.
  4. You will automatically receive a confirmation email with date and time, which serves as the official acknowledgement on a durable medium.

b) By email

Send your request to info@kreaconcrete.com stating your name, order number and intention to withdraw. We will confirm in writing within a maximum of 24 working hours.

4. CONDITION OF THE RETURNED PRODUCT

The consumer may handle and inspect the product to the same extent as would be possible in a physical store. If the product has been used beyond what is necessary to assess its nature and characteristics, KREACRET S.L. may reduce the refund amount in proportion to the depreciation observed, in accordance with EU Directive 2011/83/EU.

The return will not be refused solely on the basis of the product's condition of use, but the refund may be proportionally reduced.

5. RETURNING THE PRODUCT

Once the request has been approved, you must send the product to:

KREACRET S.L. · PLG. IND. Llanos del Valle · Calle de los Campaneros F18 · 23009 Jaén, Spain

Return shipping costs: These are the customer's responsibility, unless the product has a manufacturing defect (in which case KREACRET S.L. covers all costs).

Transport insurance — important recommendation:

As handcrafted concrete basins are delicate and high-value items, we strongly recommend:

  • Using a delivery service with full tracking.
  • Taking out transport insurance covering loss and damage for the full value of the product.

The customer is responsible for any damage the product may sustain during the return journey. KREACRET S.L. accepts no liability for damage caused in transit.

6. INSPECTION ON RECEIPT AND HANDLING OF TRANSIT DAMAGE

Upon receiving the product, KREACRET S.L. will carry out a documented inspection with photographs and video within a maximum of 48 working hours.

If the product arrives in perfect condition, a refund will be processed as per section 7.

If the product arrives with damage caused during transit:

  1. We will notify the customer in writing within 48 hours, with photographic and/or video evidence of the item's condition.
  2. The customer must initiate a claim with their insurer or transport company.
  3. KREACRET S.L. will retain the item for 30 calendar days from the date of notification, available for inspection or collection by the insurer or carrier.
  4. After 30 days without collection or agreed resolution, KREACRET S.L. will send the customer a formal notice granting a further 15 days to collect the item.
  5. If the total period (45 days from the initial notification) elapses without the collection being arranged, the item may be considered abandoned and KREACRET S.L. may proceed with its disposal, without affecting the customer's right to claim against their insurer for transit damage.

KREACRET S.L. acts as temporary custodian of the item during the claims process. Liability for transit damage during the return rests with the customer and/or the carrier contracted by the customer.

7. REFUND

  • We will process the refund to the original payment method within a maximum of 14 calendar days of receiving the item, or from the date the customer provides proof of dispatch, whichever is earlier.
  • The refund will include the product price and any standard initial shipping costs paid on the order. Special delivery charges are not refundable.
  • The amount may be reduced to reflect product depreciation in accordance with EU Directive 2011/83/EU.

8. MANUFACTURING DEFECTS AND WARRANTY

All our products carry a 2-year warranty against manufacturing defects under applicable consumer protection law.

In the event of a manufacturing defect, KREACRET S.L. will cover all return and replacement costs, and may choose to repair, replace or fully refund the product.

9. PRE-ORDER PRODUCTS (ITEMS FROM OUR CATALOGUE)

Pre-order products are items from our regular catalogue, in their standard dimensions and colours, which we make again when they sell out. They are not personalised products, so the exclusion in section 2 does not apply and the right of withdrawal is maintained.

When a product is out of stock, you can pre-order it by paying the full amount. The estimated shipping time is 4 to 6 weeks from the order date, and you will see it on the product page, in the cart, at checkout and in the confirmation email.

Each basin is handcrafted and goes through a quality check before shipping. If a piece does not pass this check and we cannot meet the stated timeframe, we will notify you by email and you can choose:
1. Cancel the order with a 100% refund of the amount paid, or
2. Wait for us to make a new unit, with the new estimated timeframe we will give you.

Refunds are made within a maximum of 14 days to the same payment method. As long as the order has not been shipped, you can cancel it at any time for a full refund. Once received, you keep your 14-day right of withdrawal as with any other purchase.

10. ALTERNATIVE DISPUTE RESOLUTION

In accordance with EU Regulation No 524/2013, we inform you of the existence of the European Online Dispute Resolution (ODR) platform, available at: https://ec.europa.eu/consumers/odr/

11. CONTACT

Email: info@kreaconcrete.com
Phone: +34 614 184 207
Address: KREACRET S.L., PLG. IND. Llanos del Valle, Calle de los Campaneros F18, 23009 Jaén, Spain