Last updated: 21 September 2026.

This information distinguishes three separate routes: a consumer's statutory right of withdrawal, the legal guarantee for lack of conformity, and voluntary commercial returns. Every request is manually reviewed to classify it correctly; that review does not reduce any statutory right.

1. Consumer right of withdrawal

If you buy at a distance as a consumer, you generally have 14 calendar days to communicate withdrawal without giving a reason. For goods, the period normally starts on receipt; for services, when the contract is concluded.

You may communicate it through My account > My returns or by an unequivocal statement sent to info@mailoga.com. Use of the portal form and a reason are not mandatory. We will retain the request and promptly acknowledge it on a durable medium.

Important: communicating within the deadline exercises the right; do not wait for authorisation to preserve the deadline. Wait only for logistics instructions before dispatch, to avoid loss or delivery to an incorrect location.

After communicating withdrawal, goods must be returned within the following 14 calendar days. You bear the direct return cost only where the law permits and this was disclosed before purchase. Handling necessary to establish the nature, characteristics and functioning of goods does not remove the right; handling beyond that may result in a proven reduction in value.

The refund includes payments received and, where applicable, the standard delivery cost. It will be made without undue delay and no later than 14 calendar days after notice, using the same payment method unless expressly agreed otherwise and at no cost. For goods, reimbursement may be withheld until the goods or proof of dispatch are received.

2. Exceptions to withdrawal

Exceptions are assessed individually and apply only when every legal condition and the required pre-contract evidence exist. They may include personalised or perishable goods, sealed goods unsuitable for return for health or hygiene reasons once unsealed, unsealed recordings or software, fully performed services following the required express consent and acknowledgement, certain services for a specific date, and digital content begun with the required consent and confirmation. Opening ordinary packaging does not by itself exclude withdrawal.

3. Legal guarantee and lack of conformity

A fault, defect, wrong item or other lack of conformity is not handled as withdrawal. For new goods, the seller is generally liable for three years from delivery; for digital content or services, two years, without prejudice to other applicable periods and rights. Repair or replacement must be free of charge, including necessary costs, and price reduction or termination is available in the cases set by law.

The portal's commercial 30-day period does not restrict the legal guarantee. Contact us through Contact or at info@mailoga.com, stating the order and defect. Do not send goods until logistics instructions are provided.

4. Business purchases and commercial returns

The statutory withdrawal described above applies to consumers. Business or professional transactions are governed by the contract and commercial law, subject to any mandatory rights. Any additional commercial return is stated expressly and does not replace the legal guarantee.

5. Controlled review and reimbursement

Registering a request does not trigger an automatic refund. MAILOGA manually checks identity, order, deadlines, legal route and, where applicable, the condition of goods. Stock, vouchers and return labels are not issued automatically. This control review cannot be used to refuse a statutory right that has been validly exercised.

6. Withdrawal statement template

You may copy this text: “To MAILOGA TRADE, S.L.U., tax ID B70532080, Avenida dos Bosques 18, local 2, 15142 Arteixo (A Coruña), Spain, info@mailoga.com: I hereby give notice that I withdraw from my contract concerning order [number], received on [date]. Name and address: [details]. Date: [date].”

7. Complaints and alternative dispute resolution

If a direct complaint cannot be resolved, we will provide, on a durable medium, information about at least one competent alternative dispute resolution entity and whether MAILOGA will participate. You may consult the official list of ADR entities and the Galician Consumer Arbitration Board. The former EU ODR platform ceased operating on 20 July 2025.

These terms do not limit mandatory consumer rights or the courts that are competent under applicable law.