Returns and Warranties

In the event that the shipment has been damaged during transport, the Client must communicate this situation to the COMPANY before TWENTY FOUR (24) calendar hours after receipt at the e-mail address [***]. The e-mail must include a detailed list of the damage and attach a photograph. In this case, the COMPANY will initiate the procedure of claim to the transport company to replace the damaged goods without additional charge to the customer.

In case the products have defects or manufacturing defects, the Client must communicate this situation to the COMPANY before TWENTY FOUR (24) calendar hours after its reception by sending an e-mail to [***], indicating the product/s to be returned, attaching a photograph and a detailed list of the defects. Once this communication has been received, the COMPANY will proceed to check the existence of the tare or defect expressed by the Customer, and may ask the Customer for any additional information it considers appropriate in order to proceed with the check. Once the opportune verifications have been made, in case of the existence of a tare or a factory defect, the COMPANY will proceed to process, according to the case, its repair, replacement, price reduction or contract resolution, which will be free of charge for the Client. On the other hand, if the appropriate checks are carried out and it is detected that the product presents a problem due to a misuse or defect on the part of the Client, the shipping and return costs will be charged to the Client.

The COMPANY will not refund the amount or make any reshipment of goods until it has verified the receipt of the item being returned or exchanged in our stores.

We inform you that all our products comply with quality and safety standards. Likewise, our Clients benefit from a guarantee of ONE (1) year for all the products purchased against any manufacturing defect. In all cases, the warranty period will be conveniently specified on the purchase invoice next to the product.

En caso de que los productos presenten taras o defectos de fabricación, el Cliente deberá comunicar dicha situación a la EMPRESA antes de las VEINTICUATRO (24) horas naturales posteriores a su recepción enviando un correo electrónico a [***], indicando el/los producto/s objeto de devolución, adjuntando una fotografía y una relación detallada de los defectos apreciados. Recibida dicha comunicación, la EMPRESA procederá a comprobar la existencia de la tara o defecto manifestado por el Cliente, pudiendo solicitar al Cliente cuanta información adicional considere oportuno con el fin de proceder a la comprobación. Realizadas las comprobaciones oportunas, en caso de existencia de tara o defecto de fábrica, la EMPRESA procederá a tramitar, según corresponda, su reparación, sustitución, rebaja del precio o resolución del contrato, gestiones que serán gratuitas para el Cliente. En cambio, si realizadas las comprobaciones oportunas se detecta que el producto presenta algún problema derivado de un mal uso o defecto por parte del Cliente, los costes de envío y devolución serán a cargo del Cliente.

La EMPRESA no devolverá el importe o realizará ningún reenvío de mercancía mientras no se haya verificado la recepción del artículo objeto de la devolución o cambio en nuestros almacenes.

Le informamos de que todos nuestros productos cumplen con normas de calidad y seguridad. Asimismo, nuestros Clientes se benefician de una garantía de UN (1) año para todos los productos adquiridos ante cualquier defecto de fabricación. En todos los casos, el periodo de garantía vendrá convenientemente especificado en la factura de compra junto al producto.

Returns and Right of Withdrawal

Right of withdrawal

In accordance with the legislation in force, the Customer has the right to withdraw his order within a period of CATORCE (14) calendar days without the need for any justification. The withdrawal period

will expire on the FOURTEEN (14) calendar days from the day the Customer received the order and, in the case of delivery of multiple products ordered by the Customer in the same order and delivered separately, from the time the Customer acquired material possession of the last of those products. In order to exercise the right of withdrawal, please inform us by means of a notification, indicating in the subject «withdrawal of purchase», addressed to:

Postal address: COMERCIAL ARQUÉ, S.A. Carretera del Mig, 54 de L’Hospitalet de Llobregat (08907). Barcelona.


We remind you that your decision to cancel the order must be sent before the corresponding deadline. The COMPANY reserves the right not to accept the entry into its facilities of those shipments that exceed the return period indicated, returning to the sender and at his expense such shipments. You will also find a summary of how to exercise this right of withdrawal when you receive your order.

Exceptions to the right of withdrawal

In accordance with Article 103 of the Revised Text of the General Law for the Defence of Consumers and Users, the Customer may not exercise the right of withdrawal for those products that are personalised.

Consequences of withdrawal

In case of withdrawal by the Customer, we will reimburse the price of the product in full, including the initial delivery costs, after verifying the receipt of the returned product.

The Customer must return the product(s) to the COMPANY, without any undue delay and, in any case, within a maximum period of CATORCE (14) calendar days from the date on which he communicates his decision to withdraw from the contract. The period will be considered to have been complied with if you return the products before the end of this period.

The Customer’s right to withdraw will apply exclusively to those products that are returned in the same conditions in which they were received. No refund will be made if the product has been used beyond the mere opening of the same, products that are not in the same condition as they were delivered or that have suffered some damage reducing the integrity of the product. The products must be returned in their original packaging, instructions and other documents if they accompany it, otherwise the product will suffer a depreciation. The shipment must be made using the same packaging in which it was received to protect the product. In the event that the packaging in which it was delivered cannot be used, the Customer must return it in equivalent protective packaging so that the product reaches the COMPANY’s warehouse with the maximum possible guarantees. In any case, it must be delivered together with the product to be returned on


The Customer will be responsible for the direct costs of returning the product (the costs of shipping the product from your home to our warehouse). If the Customer has chosen to send the order, using an express courier service, by paying a supplement, the COMPANY will not assume any reimbursement of the cost in excess of this shipping method.

The Client will be responsible for the decrease in value of the products resulting from handling other than that required to establish the nature, characteristics and operation of the products.

Once the correct state of the returned product has been verified, the COMPANY will proceed to reimburse the amount, including the initial delivery costs, within a maximum period of CATORCE (14) calendar days from the receipt of the communication that the right of withdrawal was exercised by the Customer.

The price to be reimbursed is that which originally appeared in the order. The refund will be made using the same means of payment used by the Customer for the initial transaction. If it is not possible to manage the refund using the same method of payment used by the Customer, we will proceed to reimburse the amount by bank transfer or by another method indicated by the Customer.


The COMPANY does not assume any responsibility derived from this, by way of example and not limitation:

– Regarding the Website: the COMPANY will not be responsible for the direct and/or indirect and/or intangible damages suffered as a consequence of (1) Errors or delays in the access to the Website by the Client when entering their data in the order form, the slowness or impossibility of reception by the recipients of the order confirmation or any anomaly that may arise when these incidents are due to problems in the Internet network, causes of fortuitous case or force majeure and any other unforeseeable contingency beyond the good faith of the COMPANY. (2) Failures or incidents that may occur in communications, deletion or incomplete transmissions, so that there is no guarantee that the services of the Website are constantly operational. (3) Errors or damages produced to the Web Site by an inefficient and bad faith use of the service by the Client. (4) Of the non-operativity or problems in the email address provided by the Client for the sending of the order confirmation or other informative communications. (5) Of the use that the Clients may make of the materials of the Website or links contained in it, whether prohibited or permitted, in violation of the intellectual and/or industrial property rights of the contents of the Website or of third parties. (6) Access by minors to the content included on the Website, with their parents or guardians being responsible for exercising appropriate control over the activity of their children or minors in their care. In any case, the COMPANY commits itself to solve the problems that may arise and to offer all the necessary support to the Client in order to reach a quick and satisfactory solution of the incident.

– With regard to the obligations assumed: the COMPANY will not be responsible for any failure or delay in the fulfilment of any of the obligations assumed in the General Conditions, when this is due to events that are beyond its reasonable control («Force Majeure»). Force Majeure Causes shall include any act, event, failure to perform, omission or accident that is beyond the reasonable control of the COMPANY and, among others, the following: (1). Strikes, lockouts or other industrial action. (2) Civil commotion, revolt, invasion, terrorist threat or attack, war (whether declared or not) or threat or preparations for war. (3) Fire, explosion, storm, flood, earthquake, subsidence, epidemic or any other natural disaster. (4) Impossibility of the use of trains, ships, aircraft, motor transport or other means of transport, public or private. (5)

Impossibility of using public or private telecommunications systems. (6) Acts, decrees, legislation, regulations or restrictions of any government or public authority. It is understood that the obligations will be suspended during the period in which the Cause of Force Majeure continues, and that the COMPANY will have an extension of time to comply with these obligations for a period of time equal to the duration of the Cause of Force Majeure. The COMPANY shall take all reasonable steps to end the Force Majeure Event or to find a solution allowing it to meet its obligations despite the Force Majeure Event.

– Regarding orders: the COMPANY will not be responsible for direct or indirect damages and/or intangibles, including personal injury, suffered as a consequence of the use and/or the ingestion of the supplied products, the loss of reputation, image, or data, that could occur during the use of the services and deliveries of the products.


Various RollBrand products can be purchased on the company’s website.

We do our best to present our products with perfect photos and comprehensive descriptions in order to make them as accurate as possible. However, slight differences in colour may occur, due to screen resolution or change of supplier, or omissions in the presentation, changes may be more significant in the case of handmade products. In this case, the responsibility of the COMPANY cannot be compromised. The COMPANY informs the Client that the number of units available is kept up to date with the stock in the warehouse, but in some cases, the stock may vary due to human error or computer incidents and the product may not be available in the quantities ordered. In the event that the product is not available after the order has been placed, the Customer will be informed by e-mail of the total or partial cancellation of the order. The partial cancellation of the order due to unavailability does not give the right to cancel the

the entire order. If, as a result of this cancellation, the Customer wishes to return the product delivered, he must follow the stipulations in the Returns section.

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