Shipping & Returns
Delivery times depend on the type of shipping selected :
- Shipment Home delivery (Spain and Portugal): Within 24/72 business hours (+24/48 hours for deliveries outside the peninsula).
- Shipping to Europe (except Spain and Portugal): In 3-7 business days.
- Pickup in Seville: C/ Porvenir 29D Tuesdays and Wednesdays from 6pm to 8pm
During periods of high demand (Black Friday, Christmas, Sales, etc.), shipping delays may occur.
Naturally, extraordinary circumstances beyond our control (weather, accidents, poor management by the shipping company, etc.) may occur that may delay the estimated delivery time and for which we cannot be held responsible.
We cannot be held responsible for a delivery (transported by our logistics provider) to a wrong address if this is caused by misinformation or incorrect information from the customer.Additionally, we cannot be responsible for delivery delays on key dates, including, but not limited to, Black Friday or Christmas.
To return a product with which you are not satisfied, you will have a period of fourteen (14) calendar days to return the entire order or any of the products that will make up the total order. We facilitate the return or exchange of products, but the customer will be responsible for the associated costs and once received and checked its condition, the corresponding refund will be made less the amount corresponding to the return or exchange costs (5 €), and returning the amount to the same payment method with which you made the purchase. Returns or exchanges of personalized products (embroidered/printed initials) will not be accepted.
You must report and return a defective product within 14 days. We cannot be responsible for any damage caused by use. If a defective product is returned, the customer will not be responsible for shipping costs, and a product with identical characteristics will always be sent (if possible). If this is not possible, the customer will be given the option of a refund or another product.
Return policy
Returns for manufacturing defects
The Client may return to Caos Brand , free of charge, any product that has a manufacturing defect. Given the nature of the products purchased, the Customer will have 14 days from receipt of the product(s) to inform Caos Brand. Chaos Brand Your lack of compliance with them. If this period is exceeded, any damages and/or losses will be borne by the Customer.
The return of products that present manufacturing defects will not entail any additional cost for the Customer.
Please indicate the product(s) you wish to return, including a photograph and a detailed description of any defects found.
Once Chaos Brand has received the User's communication, it will inform the User within 3-7 business days whether the product can be returned or not. If the return is appropriate, Chaos Brand will inform the User how to collect or send the defective product to its offices/warehouses.
Each product to be returned must be unused and include the original items or accessories that came with it. Failure to do so by the Customer will result in Chaos Brand reserves the right to refuse the refund.
Once the product has been received and the defects have been verified, Chaos Brand will give the User the possibility of replacing the product with another with identical characteristics, unless this option is objectively impossible or disproportionate for Chaos Brand .
In the event that, due to a lack of stock, another product with identical characteristics cannot be shipped, the User may choose between terminating the contract (i.e., a refund of the amounts paid) or requesting the shipment of another model of their choice (always taking into account the price difference).
The delivery of the product with identical characteristics or the new model that the User chooses, as appropriate, will be made in the next 3-5 business days from the date on which Chaos Brand confirm to the User the replacement of the defective product or the shipment of the new model.
Replacement, shipping of a new model, or termination of the contract will not entail any additional costs for the User.
If the User terminates the contract, Chaos Brand will refund the full amount paid to the User for the purchase of the defective product (including shipping costs).
Refund period for amounts paid:
If the User has made the payment by credit/debit card, Chaos Brand will refund the amount paid within 2-10 calendar days from the date the User decided to terminate the contract and we receive the returned product.
Withdrawal
In the event that the Client is not satisfied with the products received in his/her order, the Client, in accordance with the General Law for the Defense of Consumers and Users, will have a period of fourteen (14) calendar days to return the entire order or, if he/she prefers, may return any of the products that make up the total order and all of this without any penalty and without the need to indicate the reasons.
To return a product you must follow these steps:
- Send an email to the following address info@caosbrand.com indicating the order number and reason for the return.
- You must indicate the order number and the reason for the return. If you are exercising your right of withdrawal, simply indicate "withdrawal."
- Once received, our customer service team will review the return request and send further instructions if the return is approved. The response period will be 24-72 business hours.
To return the product you can:
- Use our courier service: Call the support number, provide your order number, and they will arrange for your return. The cost of the return is €5.
- Send it yourself to the following address: Avenida Ramón Carande 9 portal 5 4A 41013, Seville.
Return shipping is always the customer's responsibility, unless there is a company error. whether you return the entire order or decide to return only some of the products in the order.
Once we receive your shipment and verify that everything is correct, we will proceed with a refund.
- Defective products: full refund.
- Non-defective items: Refund excludes all shipping and handling costs.
We'll send you an email to confirm once your return has been processed.
Shipping and return shipping costs will only be refunded when Caos Brand is responsible for the cause of the product return (wrong product shipped, product in poor condition, etc.)
Only returns received within 15 business days of receiving your order will be accepted.
Chaos Brand is not responsible for the courier company that the User hires to return the order. In this regard, Chaos Brand recommends that the User requires the courier company to provide proof of delivery once the courier has deposited the product at the offices of Caos Brand , so that the Client has proof that the product has been correctly delivered to Chaos Brand . Chaos Brand is not responsible for the address where the Customer sends the order for return.
The product must be unused and with the original accessories that came with it. If the Customer does not proceed in this manner or if the product has suffered any damage, the User accepts that the product may suffer depreciation or that Chaos Brand may deny you the refund.
Deadline for repayment of amounts paid.
Chaos Brand will refund the amount paid within 2-10 calendar days from the date the User decided to terminate the contract and from the date we receive the returned merchandise in our warehouses.
In any case, Chaos Brand will return the amounts paid as soon as possible.
In the case of promotions applicable to the acquisition of independent items that include the addition of an additional product, including, but not limited to, 2-for-1, 3-for-2 promotions or any other promotion that involves the delivery of an extra product free of charge or at a reduced price, if the User decides to exercise their right of withdrawal on their purchase, said right will apply to all products provided as part of the promotion.
* Returns for withdrawal will not be accepted for products that are currently on sale due to their upcoming discontinuation.
Product Exchange Policy
Chaos Brand does not allow the exchange of a product purchased by the Customer for another product that is offered on the Website.
If the Customer wishes to exchange a product, they must exercise their right of withdrawal as established and subsequently purchase the new product they desire.
Product Personalization
Chaos Brand allows you to personalize some products, allowing you to add your initials. These initials will be embroidered or printed, depending on the product type. Personalizations extend delivery times, as indicated on the product page. Chaos Brand We want to clarify that any effect introduced through the customizer that cannot be done on the product (shadows, strokes, opacity, etc.) we will perform the action that best suits the product in question, which may vary from what you have configured in the customizer.