Return and Exchange Policy
Last updated: 22 July 2026
Countries covered by this policy
This policy applies to orders delivered to Spain, Germany, Italy, Portugal, France, the United Kingdom and Ireland.
Return shipping costs
If the return is requested by the customer, return shipping costs are paid by the customer. PADRAQIO may provide a prepaid return label. If a label is provided, the following amount is deducted from the refund: Spain: €6.90; Germany, Italy, Portugal, France and Ireland: €14.90; United Kingdom: the cost is calculated individually or the customer arranges and pays the return shipment directly. If the product is defective, damaged during delivery or different from the ordered item, Padraqio S.L. covers the approved return costs and provides instructions for replacement, repair or refund.
5. Defective, damaged or incorrect products
Notify PADRAQIO within 7 days after receipt when a product arrives damaged, has an apparent defect or does not match the order. Include photographs and the order number. PADRAQIO will review the information and provide return or replacement instructions. This notification period does not limit mandatory consumer rights.
6. Non-returnable products
The following products cannot be returned for a change-of-mind return:
• Products used, altered or damaged by the customer.
• Products returned without their original packaging or without included accessories.
• Personalised or made-to-order products.
• Gift certificates.
A product from one of these categories may still be reviewed when it is defective, damaged during delivery or does not match the order.
7. Refund processing
After the returned product is received and inspected, PADRAQIO will confirm approval or explain any issue by email. An approved refund is issued within 14 business days to the original payment method. Bank processing times may apply. If more than 15 business days have passed after refund confirmation, contact sales@padraqio.com.
8. Exchanges
An exchange is subject to product availability. After the returned product has been received, inspected and approved, the replacement is dispatched within 3 business days. If the requested replacement is not available, PADRAQIO will offer another available option or issue a refund to the original payment method.
9. Legal guarantee
Products are covered by the 3-year legal guarantee against lack of conformity under Spanish consumer-protection law, including Real Decreto Legislativo 1/2007. A warranty request may result in repair, replacement, price reduction or refund according to the circumstances and applicable law.
10. Contact
Email: sales@padraqio.com
Phone: +34 911 75 38 80
Opening hours: Mon–Fri, 10:00–18:00 CET
Return address: Calle Cabeza Mesada, 32, Villa de Vallecas, 28031 Madrid, Spain