Returns
How to cancel an order, return a piece or get a fault put right. This is the plain-language version; the full one is our Refund Policy. Nothing here reduces your rights as a consumer.
Two different rights
There are two routes and they work differently.
| You changed your mind | Something is wrong or faulty | |
|---|---|---|
| Time limit | 14 days from delivery | 3 years from delivery |
| Reason | None needed | The piece is faulty, arrived damaged, doesn't match the description or isn't what you ordered |
| Who pays for the return | You | We do |
| What you get | The price plus standard shipping | Repair or replacement; if that's not possible, a price reduction or refund |
| Condition of the piece | Complete and in good condition, in its packaging if possible | Doesn't matter: a faulty piece is faulty whatever its state |
Both start the same way: write to us.
Changing your mind: 14 days
You can cancel your order within 14 days without giving a reason. The period starts on the day you receive the piece. If the order arrives in several parcels, it runs from the day you receive the last one.
How to do it
- Write to us at hola@rb-home.store with your order number and which piece you want to return. A clear statement is enough; you can use the form in our Refund Policy, but you don't have to.
- Wait for the return address. Each piece goes back to the workshop or brand that sent it, in Spain. Don't send anything before you have it: parcels sent to another address can get lost.
- Send it within 14 days of telling us, complete and well packed.
To meet the deadline, it's enough to write to us before the 14 days are up.
You can open it and look
You can unpack the piece and check it as you would in a shop; that never affects your refund. If you use it beyond that and it comes back worth less, we may deduct a proportionate amount. We'll always tell you first and explain why.
The refund
We refund the price and standard shipping within 14 days at most of you telling us, to the same payment method and at no cost. We may wait until we receive the piece or proof of posting.
Something's wrong: 3-year guarantee
If a piece arrives damaged, is faulty, doesn't match the description or isn't what you ordered, write to us with your order number and photos. We pay for the return.
New products carry a 3-year legal guarantee of conformity from delivery. For the first two years the fault is presumed to have existed at delivery: you don't have to prove it. You're entitled to repair or replacement free of charge and, if that's not possible, a price reduction or a refund.
The guarantee doesn't cover knocks, misuse, not following the care instructions or normal wear.
Antique and handmade pieces
Signs of use, colour variations or small irregularities described on a piece's page are part of it and are not a fault. You still have the same 14 days to change your mind.
Exceptions
The right of withdrawal doesn't apply to pieces made to your measurements or personalised. If a piece has an exception, we say so on its page. It never affects the legal guarantee.