RETURNS POLICY

1. RIGHT OF WITHDRAWAL (RETURNS)

In accordance with Spanish Royal Legislative Decree 1/2007, consumers have the right to withdraw from their purchase within 14 calendar days from the date of receiving their order, without giving any reason, except in those cases expressly excluded by law.

🚫 Exceptions to the Right of Withdrawal (Non-Returnable Products)

In accordance with Article 103(c) of Spanish Royal Legislative Decree 1/2007, returns will not be accepted for the following products:

• Products made to the consumer's specifications or clearly personalised: This includes carpet, textile, velour or TPE floor mats manufactured specifically for a particular vehicle at the Customer's request. This applies to the following ranges: Custom Mats, Economical Mats, Grafito Mats, Gray Excellence, Beige Mats, Excellent Mats, Premium Mats, Sport Line, Logo Mats, Hybrid, Sport Edition, Velour Mats, GT Line, Extra Premium Mats, Exclusive, Leather Edition, Dual Line and Goma TPE. As these products are individually manufactured to fit each vehicle model, they are considered personalised products and are therefore excluded from the statutory right of withdrawal.

💡 Ordered the wrong model or colour of a made-to-order product?

Please email us at ventas@reyalfombrillas.es explaining what happened, and we will offer you a special discount so that you can place the correct order.

• Products that have been handled or used: Returns will not be accepted for products that have been used beyond what is necessary to establish their nature, characteristics and proper functioning. This includes products that are visibly stepped on, stained or damaged for hygiene or safety reasons.

⚠️ Depreciation notice: If the returned product (from those ranges eligible for return, such as boot liners or standard accessories) shows signs of handling beyond what is necessary to assess its nature, characteristics or functionality, or if the original packaging has been damaged to the extent that the product can no longer be sold as new, a proportional reduction (depreciation) will be applied to the amount refunded.

The depreciation will be assessed objectively, taking into account the condition of the product and the resulting loss of value. It may amount to 100% where the product has become unusable or can no longer be sold as new.

📦 How do I return a product?

Europe

1. Return request: Start the process from your customer account by selecting the products you wish to return and indicating the reason for the return.
2. Shipping method: The return shipment must be arranged by the Customer, at their own cost and risk, using the courier service of their choice.
3. Associated costs: The Customer is responsible for the shipping costs, as well as any customs duties, taxes or other charges arising from the return where applicable.
4. Return address: You will receive an email containing the return address together with all the information required to send your return.

2. REFUNDS

Once the returned product has been received and verified to meet the conditions for return, EL REY DE LAS MOQUETAS S.L. will issue the refund using the same payment method used for the original purchase, unless the Customer has expressly agreed to an alternative method of reimbursement.

Refund period: The refund will be processed without undue delay once the goods have been received and inspected at our facilities.

3. LEGAL GUARANTEE

All products sold by EL REY DE LAS MOQUETAS S.L. are covered by the statutory guarantee of conformity applicable to defects that existed at the time of delivery, in accordance with the applicable legislation.

The guarantee covers:

• Manufacturing defects.
• Structural defects in the materials.
• Defective stitching.
• Failure of the original fixing points before the product has been used.

The guarantee does not cover:

• Normal wear and tear resulting from everyday use (such as the natural abrasion of carpet caused by footwear).
• Damage caused by improper cleaning.
• Negligence or misuse of the product.
• Alterations or modifications carried out by the Customer.

4. PRODUCT EXCHANGES

EL REY DE LAS MOQUETAS S.L. does not offer direct product exchanges.

Products eligible for the statutory right of withdrawal (such as boot mats, boot liners, accessories and certain third-party manufactured products) may be returned within the applicable legal period. If the Customer wishes to purchase a different item, a new order must be placed.

5. ORDER CANCELLATION REQUESTS

The Customer may request the cancellation of their order before it has been dispatched by contacting our Customer Service team through the contact channels available on the Website.

Submitting a cancellation request does not, under any circumstances, imply its automatic acceptance or guarantee that the order can be cancelled.

The possibility of cancelling an order will depend on its processing status at the time the request is received. In particular:

• Orders pending manufacturing or preparation: may be cancelled provided that internal processing has not yet begun.
• Orders already in manufacturing, customisation or logistics preparation: cancellation may not be possible, either in whole or in part, where production or preparation processes have already started and cannot be interrupted without incurring costs or losses.
• Orders already dispatched or handed over to the carrier: cannot be cancelled. In such cases, the Customer must refer to this Returns Policy and, where applicable, to the statutory right of withdrawal.

As certain products sold by EL REY DE LAS MOQUETAS S.L. are manufactured specifically for each individual order, Customers are advised to request cancellation as soon as possible after completing their purchase. Once an order has entered the manufacturing or preparation stage, EL REY DE LAS MOQUETAS S.L. cannot guarantee that cancellation will be technically possible.

Receipt of a cancellation request does not automatically suspend the processing, manufacture, preparation or dispatch of the order. EL REY DE LAS MOQUETAS S.L. will process the request as soon as reasonably possible, but this does not imply the immediate interruption of any internal processes that have already commenced.

Cancellation requests must be submitted through our Customer Service department, stating the order number together with the information required to identify the order.

EL REY DE LAS MOQUETAS S.L. will inform the Customer as soon as reasonably possible whether the cancellation request has been accepted or whether, due to the processing stage of the order, it is no longer possible to cancel it.

6. ORDER ISSUES AND ERRORS

If the product received does not correspond to the order placed, has a manufacturing defect or any other issue attributable to EL REY DE LAS MOQUETAS S.L., it will not be necessary to process a return using the procedure described above.

In such cases, please contact us at ventas@reyalfombrillas.es, stating your order number together with a brief description of the issue.

Where possible, we would appreciate it if you could also attach photographs of the product received in order to help us process your request more quickly.

Once the issue has been verified, we will resolve it at no cost to the Customer by, as appropriate, sending the correct product, replacing the item or providing any other solution required under the applicable legislation.