Withdrawal and returns (B2C)

Updated: 11 October 2026

Right of withdrawal

As a consumer, you have the right to withdraw from this contract within 14 calendar days without giving any reason. The period expires 14 days after you or your designated third party other than the carrier physically receive the goods. For separately delivered goods in one order, it runs from receipt of the last good; for a good delivered in several parts, from the last part.

To exercise the right, send an unequivocal statement, for example by post or email, to Nelly Aleyda Castro Ibarra (Nelly Castro), Calle General Prim, 11, 46005 Valencia, Spain; shop@nellycastro.com; telephone +34 696 399 635. You may use the model form below but are not required to do so. Sending your statement before the period expires is sufficient.

If you use an electronic withdrawal function enabled on the website, we acknowledge receipt without delay on a durable medium, normally by email. If that function does not respond, you can notify withdrawal directly by email or post. You do not need to create an account or obtain prior authorization to exercise the right through an unequivocal statement.

Refunds and returning goods

If you withdraw, we reimburse all payments received, including standard delivery costs, without undue delay and within 14 calendar days of receiving your decision. We do not reimburse the supplement for delivery other than the least expensive standard option offered. We use the original payment method unless you expressly agree otherwise at no cost to you.

Unless we offer to collect the goods, we may withhold reimbursement until we receive them or you provide evidence of their return, whichever happens first. Return or hand over the goods without undue delay and within 14 calendar days after notifying us, to Nelly Aleyda Castro Ibarra (Nelly Castro), Calle General Prim, 11, 46005 Valencia, Spain. The deadline is met if you send them before it expires.

You bear the direct return cost where informed before contracting. This rule does not impose on consumers the costs of statutory remedies that must be free for non-conforming goods.

You are liable only for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods. You are not liable for such diminished value if we failed to provide the legally required withdrawal information. Missing original packaging, permitted inspection or goods no longer being in new condition do not by themselves exclude withdrawal or all reimbursement. Protective packaging and keeping proof of posting help the return; prior authorization is not required.

Exceptions and other rights

The right may be excluded, under the statutory conditions, for goods made to your specifications or clearly personalized. Standard, illustrated, seasonal or discounted products are not excluded solely for those reasons. Statutory rights for non-conformity or incorrect delivery are separate and are not limited to 14 days.

Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract.

To: Nelly Aleyda Castro Ibarra (Nelly Castro), Calle General Prim, 11, 46005 Valencia, Spain; shop@nellycastro.com.

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: ____________________
Signature of consumer(s) (only on paper): ____________________
Date: ____________________

(*) Delete as appropriate. You may add the order number to help locate the order, but it is not required.