SHIPPING AND RETURNS
1. Identification
- Owner: Violeta Gladstone Pérez-Yarza
- Trade name: Muxu by Violeta Gladstone
- Customer service email: hola@muxulab.com
- Phone: +34 618 127 300
2. Territorial scope
Muxu by Violeta Gladstone ships within the territorial scope indicated at any given time on the website. Some products may be limited to certain geographical areas due to fragility, perishability, volume, temperature, or logistics.
3. Preparation and delivery times
Orders will be prepared within the timeframe indicated on the product page or, failing that, within a reasonable period from confirmation. Generally, fresh products or those for local delivery will be delivered on the date or time slot selected by the customer, if that option is enabled; non-perishable products will be shipped within the estimated timeframe indicated on the website. Deadlines are indicative and may be affected by causes beyond the control of Muxu by Violeta Gladstone, such as carrier issues, high demand, weather conditions, or force majeure.
4. Shipping costs
Shipping costs will be shown broken down before completing the purchase. Muxu by Violeta Gladstone may establish free shipping promotions, which will be expressly indicated when applicable.
5. Delivery
The buyer must provide accurate and complete data for delivery. Muxu by Violeta Gladstone will not be responsible for delays or impossibility of delivery resulting from errors in the address, absence of the recipient, impossibility of access to the delivery location, or incorrect contact details. At the time of receipt, the order must be checked. If visible damage or issues are detected, they must be communicated as soon as possible to hola@muxulab.com, attaching photographs.
6. Availability
All orders are subject to availability. If a product is not available after purchase, the customer will be informed and may be offered, as appropriate, a replacement with an equivalent product, a voucher or credit, or the corresponding refund.
7. Right of withdrawal for non-perishable products
In distance purchases of non-perishable, non-personalized products suitable for return, the consumer may exercise the right of withdrawal within 14 calendar days from receipt of the order. To exercise it, you must write to hola@muxulab.com indicating your full name, order number, product or products you wish to return, date of receipt, and an unequivocal statement of your desire to withdraw. The product must be returned in perfect condition, without improper use and, whenever possible, with its original packaging. Unless otherwise indicated, direct return costs will be borne by the customer. Once the return is received or its shipment is proven, the corresponding amount will be refunded using the same payment method used.
8. Exclusions from the right of withdrawal
Returns for withdrawal will not be accepted in legally excluded cases and, in particular, in the following cases: fresh flowers and other perishable products or those likely to deteriorate rapidly; personalized products or those made according to customer specifications; sealed goods not suitable for return for health or hygiene reasons once unsealed; and services, workshops, or activities with a specific date, when applicable.
9. Issues, damage, or errors in the order
If the product arrives damaged, in poor condition, or does not correspond to the order, it must be communicated to Muxu by Violeta Gladstone as soon as possible, preferably within 24 hours of receipt, attaching the order number and photographs. After assessing the issue, a replacement, substitution, voucher, or full or partial refund may be offered.
10. Artisanal and floral nature
The buyer accepts that floral and plant products are natural and artisanal, so there may be slight variations from the images shown. When a flower or material is not available, Muxu by Violeta Gladstone may substitute it with another of equivalent aesthetics and value.
