Refund policy

Last updated: 28 October 2026

This page explains how to return or exchange an order placed on www.gualssglass.com (the "Website"), operated by Immekine S.L.U. ("Immekine", "we"). It summarises sections 7 and 8 of our Terms & conditions of sale; if there is any difference, the Terms & conditions prevail.

At a glance

  • You have 14 days to withdraw from your purchase, without giving a reason.
  • We provide a prepaid return label. The return cost is €3 from mainland Spain, €8 from the Balearic Islands and €6 from other EU countries, deducted from your refund.
  • Exchanges are free (return label and delivery of the replacement). Request one within the same 14 days.
  • We refund you within 5 days after we receive the goods and confirm their condition.
  • Damaged or defective items are handled separately and at no cost to you (section 6).

1. Right of withdrawal

You may withdraw from your purchase within 14 days without giving a reason. The period ends 14 days after the day you, or a person you name other than the carrier, receive the goods. If your order is delivered in several parts, it ends 14 days after you receive the last item. It is enough to send your notice before the period ends.

This applies to every product sold on the Website. Bespoke projects for businesses are not sold on the Website and are governed by their own agreement.

2. How to return an item

Step 1. Tell us you want to withdraw. Use any of these options:

We will confirm receipt of your withdrawal.

Step 2. Use the prepaid label. We provide a prepaid carrier label for your return.

Step 3. Pack and send. Send the goods without undue delay, and in any case within 14 days of your notice. Glass is fragile: please pack it carefully, as returns travel at your risk. If you need it, the return address is: Calle Menéndez Pelayo 14, P.1 PTA.3, Vilafranca del Penedès (Barcelona), Spain.

You are liable only for loss of value of the goods caused by handling beyond what is needed to check their condition.

Model withdrawal form (optional)

To Immekine S.L.U., Calle Pau Claris 138, 7 - 1, 08009 Barcelona, Spain, hola@immekine.com: I hereby give notice that I withdraw from my contract for the following goods: [item(s)], ordered on [date], received on [date]. Name: [●]. Address: [●]. Signature (only if on paper): [●]. Date: [●].

3. Return cost

The cost of the return label is:

Return from Cost
Mainland Spain €3
Balearic Islands €8
Other EU countries €6

This amount is deducted from your refund. There is no return cost for exchanges (section 5) or for damaged, defective or wrongly delivered items (section 6).

4. Refund

  • We refund all payments you made, including standard delivery costs. We do not refund the extra cost of a more expensive delivery option you chose (for example, express instead of standard).
  • The return cost in section 3 is deducted from the refund.
  • We refund to your original payment method within 5 days after we receive the goods and confirm their condition, and in any case within the legal time limit.

5. Exchanges

Exchanges are free of charge: we cover both the return label and the delivery of the replacement.

  1. Email hola@immekine.com within the same 14-day period described in section 1, with your order number, the item you want to exchange and the item you want instead.
  2. Return the item using the prepaid label we provide.
  3. We send the replacement once we receive the returned item.

If the replacement you ask for is not available, we will tell you so you can choose another item or a refund. If you choose a refund instead of an exchange, the return cost in section 3 is not deducted.

6. Damaged, defective or wrongly delivered items

Damaged on arrival. Take photos and email hola@immekine.com as soon as possible, ideally within 48 hours of delivery. We will replace the item or refund you.

Defective or not as ordered. Our goods are covered by the legal guarantee of conformity of your country of residence: at least two years from delivery for new goods under EU law (three years in Spain). Email hola@immekine.com with your order number and photos. We bear the cost of returning defective or wrongly delivered items. We will repair or replace the item and, where that is not possible or fails, reduce the price or refund you as your national law provides.

The guarantee does not cover damage caused by misuse, accidents or normal wear.

7. Contact

Write to hola@immekine.com, call +34 618 249 086 or use the contact form (https://www.gualssglass.com/pages/contact). Complaint forms are available on request.

Nothing on this page limits the rights that the law grants to consumers and that cannot be waived. This page may be provided in several languages for convenience; in case of discrepancy, the English version prevails, without prejudice to mandatory consumer rights.