Returns and Refunds
How do I process a return under guarantee?
Once you receive your order, you’ve got 14 calendar days from the delivery date to process a return under guarantee.
Access “My Account”
Log in and go to “My Orders”
Select the order you want to return by clicking on “View Order”.
Click on “Process a return under guarantee”.
Select the items or items you want to return and specify the quantity.
Fill out the return or incident request form, selecting the option that is most appropriate. You can attach photos, state your preferred collection time (if appropriate) and add comments. This is sure to help us speed up the process!
We’ll send an email replying to your request within a maximum of 3 working days. If you checked out as a guest and, as a result, your order isn’t linked to any account, create an account with the same email address you used to make the order and follow the steps explained above.
IMPORTANT: Your order needs to be disassembled and in its original packaging with filler padding in order to be collected.
Refund of returned items
Once we have received the product in our warehouse and checked everything is as it should be, we will make the refund* within a maximum of 15 days and will process it via the same payment method you used to make the purchase. This period can vary depending on the payment method used or due to the specific conditions of your bank. If 15 days pass and you haven’t received your refund, contact us here.
*When you return an item for refund, you’ll get the full price you paid for the item back. However, you won’t be refunded for the delivery costs of the initial delivery.
Process a return
Once you have your order, you have 14 calendar days from the delivery date to return it.
Access “My Account”
Log in and go to “My Orders”
Select the order you want to return by clicking on “View Order”.
Click on “Return order or process an incident”.
Select the items or items you want to return and specify the quantity.
Fill out the return or incident request form, selecting the most appropriate option. You can attach photos, state your preferred collection time (if appropriate) and add comments. This is sure to help us speed up the process!
We’ll send an email replying to your request within a maximum of 3 working days. If you checked out as a guest and, as a result, your order isn’t linked to any account, create an account with the same email address you used to make the order and follow the steps explained above.
If I bought an item online, can I return it in store?
This option is not currently available. If you’ve bought an item online, you’ll need to process the return on our website and your item will be collected from your home.
re returns free?
Yes, when you return an item for refund, you’ll get the full price you paid for the item back. However, you won’t be refunded for the delivery costs of the initial delivery.
Payment
Users may pay the price of the products purchased by any of the following means:
a) By debit or credit cards via Stripe
Payment of the user’s order is performed in real time through the website via Stripe payment gateway once it has been verified that all the data provided is correct.
b) By bank transfer
Corporate purchasing can be completed via bank transfer. Please contact VEVO prior to arrange Purchase Order.
Invoice
The User hereby accepts that VEVO will send a proof of purchase by e-mail to the address provided by the User. Furthermore, the User may request a copy of the invoice in paper format at any time by emailing hello@vevo.lighting.
VEVO also enables users the possibility of downloading the invoice from the “My Orders” section in the User’s personal account section. To do this, users should select the order for which the invoice is required, and click on the “Download Invoice” button.
If you have placed an order as a guest and therefore do not have a personal account, you will need to create a new account with the same e-mail address used to place the order, and then follow the steps detailed above.
Delivery
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Delivery Liability
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Availability
In the event any product becomes unavailable after the order has been placed, the User will be informed by e-mail of the order cancellation.
KAVE does not guarantee the permanent availability of its products, and shall not be held responsible provided that this is not caused by a fraudulent breach by KAVE, or is derived from errors due to unavailability of the online data transfer networks service beyond KAVE’s control.
Returns
11.1. Withdrawal
If the User is operating as a consumer and user (in accordance with the definition set out in article 3 of Royal Legislative Decree 1/2007 of 16 November, which approves the revised text of the General Law for Consumers’ and Users’ Defence), they will have the right to withdraw from the purchase contract within a period of 14 calendar days without the need for justification.
This period of 14 calendar days shall be calculated from the date of receipt of the products.
The User shall have no right of withdrawal in the event that a personalised product has been purchased.
In order to exercise this right, the product must be in perfect condition. The User shall be liable for any decrease in value of the products resulting from handling them, other than that necessary to establish the nature, characteristics and functioning of the products.
The purchase price will be refunded using the same means of payment used to pay for the order, and in any case, within a maximum of fourteen (14) calendar days from the date of receipt of the cancellation request, provided that KAVE is in charge of managing the collection of the product. In the event that the User returns the product via a transport company of their choice, the refund of the purchase price will be made as soon as KAVE is aware of the shipment of the product, or failing that, upon receipt of the product.
The costs of return shipments resulting from exercising the right of withdrawal will only be borne by KAVE for shipments initially shipped to Spain, France and Italy. In the event that the User ordered the initial delivery for an amount higher than the basic delivery cost, only the part corresponding to a basic delivery cost will be reimbursed.
In all other cases, the User must bear the return delivery costs and deliver the products to the address specified by KAVE at all times or, failing that, to the following address: Polígono Industrial Pla de la Mata, sector S-3, Carretera Hostalric-Blanes C-35 km. 72, 08495 Fogars de la Selva (Barcelona).
In the event that the products do not arrive in perfect condition, KAVE reserves the right to reimburse a lower amount for the order, reserving the right to withhold any amounts that the User is liable to pay for non-compliance with the obligations set out in this document.
In order to exercise the right of withdrawal, the User must notify KAVE (address: C/Tallers, 14, Girona (17410), tel. (+34) 900 89 79 80, e-mail cliente@kavehome.com) of their decision to withdraw from the purchase made, by means of a clear statement, by post, fax or e-mail. To access the withdrawal form, click on the following link: Withdrawal Form
You can also find all the information on how to exercise your right of withdrawal at the following link: https://faq.kavehome.com/es-es/faq/article/KA-01110.
11.2. Products that are defective or damaged in transit
Before opening a product, the User must check (i) the conformity and condition of the packaging and (ii) that the number of packages delivered corresponds to what is stated on the delivery note. In the event that the user detects any anomalies before opening the product, KAVE asks customers to ensure that the seal and packaging are not opened, and to write “accepted with reservation” on the delivery note, specifying the reasons for non-conformity.
Likewise, if the product has been damaged during transport, it is essential that the User notes this on the carrier’s delivery note.
If the User is not satisfied with the condition of the products delivered, they should contact KAVE immediately by telephone: (+34) 900 89 79 80 (from 8:00 am to 7:00 pm) or by e-mail to cliente@kavehome.com and always within 24 hours of receiving the order. You can find all the information about what to do in case of defective or damaged products at the following link: https://faq.kavehome.com/es-es/faq/article/KA-01109.
In the event that the product is defective or has arrived damaged, KAVE will cover the shipping costs for the delivery and return of the product. If the User wishes to return the goods with a transport company other than the one offered by KAVE, and the transport company selected by the user offers higher rates, the User will cover the difference in transport costs.
Customer service and conflict resolution
For any queries or incidents, please consult our FAQ and contact KAVE customer service on the telephone number or by e-mail indicated below during the business hours established for this purpose.
– Telephone: (+34) 900 89 79 80
– Address: C/Tallers, 14, CP 17410 Sils (Girona, Spain).
– Opening hours: Monday to Friday from 8:00h to 19:00h.
– E-mail address: cliente@kavehome.com
In accordance with Regulation (EU) No 524/2013 of the European Parliament and of the Council of 21 May 2013, the User has the right to request out-of-court resolution of consumer disputes through this link: https://ec.europa.eu/consumers/odr/main/index.cfm?event=main.home2.show&lng=ES
Guarantee
If the User is operating as a consumer and user, all our products are guaranteed nationally against manufacturing defects for 2 years, except for products that indicate otherwise. For products purchased after 1 January 2022 in the territory of Spain, the warranty period will be 3 years.
The warranty does not apply in the following cases:
a) Transport, accidents, improper use and other damage due to abnormal use of the product by the customer after delivery of the goods. This warranty only covers transport damage caused before receipt of the material
b) Transport of the product without the original packaging
c) Burns, cuts, scratches, scuffs, creases, marks, scratches or other damage caused by animals or improper use of the product
d) Use or contact with chemical products (acids, solvents, dyes, paint, ammonia, lacquers or other hair products) or treatment with cleaning products not indicated for the specific upholstery of the guaranteed product
e) Deterioration in colour due to exposure of the product to sunlight or other heat sources
f) Indirect losses and damages of any kind
g) Personal and/or material damage, caused due to the user’s non-compliance with the rules and instructions provided by KAVE for the installation, use and maintenance of the product
Force Majeure
VEVO is not liable for the total or partial non-fulfilment of the obligations in this contract or for the delay in the fulfilment of these obligations in the event of force majeure, including general, territorial or industry strikes, flood, fire, pandemic, etc.
Data Protection
In compliance with the provisions set out in Organic Law 3/2018 dated 5 December and EU Regulation 2016/679 of the European Parliament and of the Council dated 27 April 2016 on the protection of individuals with regard to processing personal data and on the free movement of such data, and given the current regulations applicable at all times, we hereby inform you that any personal data collected through this document will be processed by KAVE Home, S.L.U. in order to comply with the existing trade relationship between you and our company.
Personal data may be disclosed to third parties only when this is required in order to carry out, fulfil and control the trade relationship, and/or it is limited to the aforementioned purposes, in accordance with the current applicable regulations.
We hereby inform you that you may exercise your rights of access, rectification, cancellation, opposition, limitation in processing and portability at any time at the registered office of the trader as indicated above or by sending an e-mail to the following address privacy@kavehome.com.
You can find more detailed information about the processing of your personal data by accessing the KAVE website Privacy Policy available at this link: https://kavehome.com/es/es/es/es/privacy-policy/
Intellectual Property
KAVE retains all intellectual and industrial property rights, including trade secret rights, to all drawings, standards, pictures, diagrams, graphic material, photographs, design samples, content and other documents, whether in electronic form, printed form, as pre-press material or brochures, provided to the User in the context of manufacturing, testing, demonstrating and marketing its products.
The User hereby acknowledges that under these GENERAL TERMS AND CONDITIONS OF SALE, KAVE does not assign or transfer any of its Intellectual and/or Industrial Property rights to the User, or any third-party rights. KAVE only authorises the User to access and use them in accordance with the terms indicated in these GENERAL TERMS AND CONDITIONS OF SALE. Therefore, KAVE does not grant the User any other licence or authorisation of use of the Intellectual and/or Industrial Property rights other than that is expressly set out in the present clause.
Invalidity or Voidability
In the event that any of the clauses of these GENERAL TERMS AND CONDITIONS OF SALE should be null and void, voidable, illegal or unlawful, in the broadest interpretative sense permitted by law:
a) Such declaration shall not invalidate the remainder of the GENERAL TERMS AND CONDITIONS OF SALE, which shall remain in full force and effect; and
b) The invalid or voidable term(s) shall preferably be replaced or adjusted rather than voided.