REFUND & RETURN POLICY

We hope you are happy with your OSTEL purchase. If you wish to return an eligible item purchased online, please read the conditions below.

14-DAY RIGHT OF WITHDRAWAL

For eligible online purchases, customers have the right to withdraw from the purchase within 14 calendar days from the day the order is received, without providing a reason.

To exercise your right of withdrawal, please contact us at ostel.official@gmail.com within the 14-day period and clearly inform us of your decision to return the order.

After notifying us, the item must be returned without undue delay and no later than 14 days from the date you informed us of your decision to withdraw.

Returns must be sent to:

OSTEL Tienda
Calle Cienfuegos 2
03002 Alicante
Spain

Please do not send a return before contacting us.

RETURN SHIPPING COSTS

For returns made because you have changed your mind or exercised your right of withdrawal, the customer is responsible for the cost of returning the item to OSTEL.

We strongly recommend using a tracked shipping service. The customer is responsible for the returned parcel until it is delivered to OSTEL.

If an item is defective, damaged, incorrect or does not correspond to your order, please contact us before returning it.

CONDITION OF RETURNED ITEMS

Returned items should be handled only to the extent necessary to establish their nature, characteristics and fit, in the same way as they could reasonably be inspected in a physical store.

Items should be returned unworn, unwashed and with their original tags and packaging where applicable.

The customer may be responsible for any diminished value resulting from handling beyond what is necessary to inspect the item.

CUSTOM, PERSONALISED & MADE-TO-SPECIFICATION ITEMS

The statutory right of withdrawal does not apply to goods made according to the customer's specifications or goods that are clearly personalised.

This includes, for example, items specifically altered or produced according to individual measurements, dimensions, design requests, personalised details or other specifications requested by the customer.

Where an OSTEL product is identified before purchase as custom-made, personalised or made according to the customer's individual specifications, it cannot be returned simply because the customer has changed their mind.

This exception does not affect your statutory rights if the item is defective, damaged or does not conform to what was agreed.

DEFECTIVE, DAMAGED OR INCORRECT ITEMS

Please inspect your order when you receive it.

If an item arrives defective or damaged, you receive the wrong item, or the product does not correspond to your order, please contact us as soon as possible at ostel.official@gmail.com, preferably including photographs and your order number.

We will assess the issue and provide an appropriate solution in accordance with applicable consumer law.

Nothing in this policy limits the customer's statutory rights concerning defective or non-conforming goods.

SALE ITEMS

Items purchased at a reduced or sale price are subject to the same statutory consumer rights as full-price items.

Where the statutory right of withdrawal applies, an eligible sale item may therefore be returned within the applicable 14-day period.

Custom-made or personalised sale items remain subject to the exclusions described above.

EXCHANGES

We do not process direct exchanges.

If you would like a different size, colour or product, please return the eligible item in accordance with this policy and place a new order separately.

REFUNDS

Once we receive and inspect your return, we will notify you.

For a valid exercise of the statutory right of withdrawal, we will reimburse the payments received for the returned goods, including the cost of the least expensive standard delivery option offered for the original order, where required by law.

Additional delivery costs resulting from choosing a more expensive delivery method, such as express delivery, are not refundable beyond the cost of our standard delivery option.

Refunds will be made using the same payment method used for the original purchase unless otherwise expressly agreed.

We may withhold the refund until we have received the returned goods or until you provide evidence that you have sent them back, whichever occurs first.

Refunds will be processed without undue delay and within the time limits required by applicable law.

Your bank or payment provider may require additional time to display the refund in your account.

LEGAL GUARANTEE

This Return & Refund Policy is separate from your statutory rights regarding defective or non-conforming goods.

For purchases subject to Spanish consumer law, new goods are covered by the applicable statutory legal guarantee, currently three years from delivery.

Depending on the circumstances, legal remedies may include repair, replacement, price reduction or termination of the contract and refund, in accordance with applicable law.

CONTACT

For any questions concerning returns, refunds or defective products, please contact:

OSTEL Concept Store
Calle Cienfuegos 2
03002 Alicante
Spain

Email: ostel.official@gmail.com
Phone: +34 637 037 487