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Refund and Returns Policy

Effective date: 29/10/2026

Seller: Samskara Tribe S.L. (CIF B75325423), Carrer Mina de la Ciutat 81 BJ, 08042 Barcelona, Spain. Email: [email protected]. Telephone: +34 622 367 433.

This policy has two parts. Part A applies to consumers in the European Union, the European Economic Area and the United Kingdom. Part B applies to deliveries to Switzerland and all other countries outside the EU/EEA and the UK. Part C is the model withdrawal form.

PART A. Consumers in the EU/EEA and the United Kingdom

A1. Right of withdrawal (14 days)

You may withdraw from your order without giving any reason within 14 days. The 14 days start on the day you, or a person you name other than the carrier, receive the goods. If your order is delivered in several shipments, the period starts when you receive the last one.

To withdraw, tell us clearly that you want to cancel. You can use the withdrawal function on our website or in your account, or email [email protected], or use the model form in Part C. You must send the notice before the 14 days end. Please send the goods back without undue delay, and no later than 14 days after you tell us you are withdrawing.

A2. Costs of returning goods

You pay the direct cost of returning the goods. Please use a tracked service and keep your proof of dispatch, because you are responsible for the goods until they reach us.

A3. Condition of the goods and exceptions

Please return the goods unused and in their sealed original packaging, with a copy of your order number. By law, the right of withdrawal does not apply to:

  • sealed food or other goods that are not suitable for return for health or hygiene reasons, if you unsealed them after delivery;
  • goods that spoil or expire quickly;
  • goods made to your specification or clearly personalised;
  • goods that, after delivery, are by their nature inseparably mixed with other items.

If you handled the goods more than is needed to check their nature and condition, you are liable for any loss in their value, and we deduct that amount from your refund.

A4. Refund

We refund all payments we received from you, including standard delivery costs, to the payment method you used, without undue delay and within 14 days. The 14 days run from the earlier of the day we receive the goods back or the day you give us proof that you sent them. We may withhold the refund until one of those two things has happened. We do not refund the extra cost of any more expensive delivery method that you chose instead of our standard one. Any deduction under A3 is made from the refund.

A5. Damaged, wrong or defective items

Your legal rights under the statutory guarantee (conformity of goods) are not affected by this policy. To help us claim against the carrier, please contact us within 48 hours of delivery and send clear photos or a video of the outer packaging and the items. This is a request to help us resolve the claim quickly; it does not limit your legal rights. For damaged, wrong or defective items, we will repair, replace or refund, and we pay the return shipping.

A6. Wrong address, refused or uncollected parcels

Please give a complete and correct delivery address and a working telephone number. If a parcel comes back to us because the address was incorrect or incomplete, or because it was not collected within the carrier's time limit, we will contact you. We can re-send it at your cost. If you withdraw instead, we refund the goods and standard delivery less the cost of the return shipping that we paid, to the extent the law allows.

For deliveries to the United Kingdom, UK import VAT, customs duty and carrier or clearance fees, where they apply and are not shown as paid at checkout, are payable by you. We do not refund these charges on a withdrawal. You may be able to reclaim them from the customs authority.

A7. Business customers

The right of withdrawal in this Part A is for consumers only, meaning people who buy for purposes outside their trade, business or profession. It does not apply to business customers. For business customers:

  • visible defects, wrong items and shortages must be reported to us in writing with photos within 4 days of receipt, otherwise the goods are treated as accepted;
  • we accept returns of unopened goods only by prior written agreement and within 14 days of delivery;
  • return shipping is at your cost, and we charge a restocking and handling fee of 30% of the price of the returned goods, deducted from the refund.

PART B. Switzerland and other countries outside the EU/EEA and the UK

B1. No statutory right of withdrawal

Switzerland and most countries outside the EU do not give customers a legal right to cancel an online order after it has been placed. For these countries, the 14-day right of withdrawal in Part A does not apply. We may accept a return as a voluntary goodwill gesture under the conditions below. Nothing in this Part B removes any consumer right that cannot be excluded under the mandatory law of your country of residence.

B2. Goodwill returns

We may accept a goodwill return only if all of these apply:

  • you ask for written approval by email to [email protected] within 14 days of delivery and you wait for our written approval and return instructions before sending anything;
  • the goods are unopened, unused and in their sealed original packaging;
  • you pay all return shipping, insurance, customs, duties, taxes and fees, and the goods reach us within 14 days of our approval;
  • after we receive and inspect the goods, we refund the price of the goods only, minus an administration and restocking fee of 30% of the price of the returned goods and minus any costs we have to pay because of the return.

We do not refund the outbound shipping cost, or any import VAT, duty or fees. You may be able to reclaim import charges from your customs authority. We may refuse any return that does not meet these conditions, and goods sent without our approval may be refused or returned to you at your cost.

B3. You are the importer

For deliveries outside the EU, you are the importer of record. Prices and shipping fees shown on our website do not include import VAT, customs duties, customs clearance or brokerage fees, storage charges, or carrier fees for paying duties on your behalf. These are your responsibility and may be collected by the carrier or customs before or at delivery. You are also responsible for checking that the goods may legally be imported into your country, including food and labelling rules. Orders are for personal use unless we agree otherwise in writing.

B4. Refused, uncollected, held or returned parcels

If a parcel is refused, not collected, not cleared by customs, held, seized, destroyed or returned to us, then, after the goods reach us unopened and in resaleable condition, we refund the price of the goods minus: the outbound and return shipping costs, any storage, customs, duty, handling or disposal costs we incur, and the 30% fee in B2. If these costs are higher than the price of the goods, no refund is due and we may charge you the difference. If the goods do not reach us, or are destroyed or confiscated, no refund is due.

B5. Risk and loss in transit

Risk of loss and damage passes to you when we hand the parcel to the carrier, unless the mandatory law of your country says otherwise. If the carrier's tracking shows that a parcel was lost in transit, we will help you with the claim and, once the carrier has settled it, we will re-send the goods or refund the price of the goods, at our choice. We are not liable for customs delays, customs inspections or holds.

B6. Damaged items

Please report damage within 48 hours of delivery with clear photos or a video of the outer packaging and the items. We will then replace or refund the affected goods, at our choice. If the problem was our error, we pay the return shipping.

B7. Right to refuse or cancel an order

We may cancel or refuse an order if the goods cannot lawfully be delivered or imported to your address, if there is an obvious price or stock error, or if we suspect fraud. We will refund any amount you have already paid for a cancelled order.

PART C. Model withdrawal form (for consumers in the EU/EEA and the UK)

You do not have to use this form. To Samskara Tribe S.L., Carrer Mina de la Ciutat 81 BJ, 08042 Barcelona, Spain, [email protected]:

I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods: ______________. Ordered on ______ / received on ______. Name of consumer(s): ______________. Address of consumer(s): ______________. Signature of consumer(s) (only if this form is on paper): ______________. Date: ______________.

General

Governing law. This policy and your contract with us are governed by Spanish law. If you are a consumer, you also keep the mandatory consumer protections of the country where you live. Business customers submit to the courts of Barcelona.

Complaints. If you are not satisfied, please write to [email protected] and we will reply as soon as possible. Complaint forms (hojas de reclamaciones) are available on request at the same address.

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