Withdrawal, returns and legal guarantee

Last update: October 10, 2026. This information applies to remote purchases made by consumers from SERRALZATE, S.L., NIF B99269748, owner of Tienda Medieval. Professional purchases do not automatically enjoy the legal consumer right of withdrawal.

1. Right of withdrawal: 14 calendar days

You can withdraw from your purchase without indicating the reason within the 14 calendar days following the day on which you or a third party you have designated, other than the carrier, receive the good. If an order includes several goods delivered separately, the period begins when you receive the last one; in goods composed of lots or pieces, when you receive the last lot or piece.

To exercise it, it is enough to send an unequivocal declaration before the deadline ends. You can write to Contact, use the contact form or communicate it by postal mail to the address indicated below. You can also request a refund from your customer account, in the corresponding order, when this option is available. If the order does not appear or the tool does not allow it to be processed, use the other channels; This does not limit your right.

Indicate your name and the data that allows you to identify the purchase, such as the order number, the items and a means of contact. We will confirm by email the receipt of electronic withdrawal communications. You do not need prior authorization, an RMA number or the mandatory use of a form. Keep proof of the communication.

2. Address and deadline for returning the goods

Returns or delivers the goods without undue delay and, at most, within the 14 calendar days following notification of withdrawal. Simply send them before that deadline expires.

To coordinate the return you can contact Contact or call +34 910 052 560. Pack goods appropriately to protect them during transportation. Keeping the original packaging facilitates its protection, but is not a condition for exercising withdrawal.

3. Return costs and product status

In withdrawal, the consumer assumes only the direct cost of returning the goods, unless we have offered to assume it or the law provides otherwise. You can hire the return transport you prefer. We do not charge a penalty or a fixed restocking fee for exercising this right.

If a product, due to its nature, cannot be returned normally by mail, its return cost will be informed before contracting, in its file or in the corresponding offer. If the legally required information about these costs has not been provided, the consumer will not have to assume them.

You can examine the product to establish its nature, characteristics and operation, as you would in a store. You are only responsible for the decrease in value derived from manipulation that exceeds what is necessary for that examination. Any corresponding decrease will be justified; We do not apply automatic discounts for opening the package, removing labels or not keeping the original packaging. This responsibility does not apply if we have not been duly informed about the right of withdrawal.

4. Refund

We will refund payments received, including ordinary delivery costs, without undue delay and, in any case, within the14 calendar days following notification of withdrawal. If you chose a more expensive delivery than the least expensive ordinary modality offered, the additional difference will not be refunded.

In a sale of goods we can withhold the refund until we receive them or until you prove their return, whichever occurs first, unless we have offered to pick them up. The refund will be made through the same payment method used, unless you expressly accept another method that does not cause you costs.

5. Legal exceptions

The right of withdrawal has the exceptions set forth in article 103 of Royal Legislative Decree 1/2007. In our catalog it may apply to goods made to your specifications or clearly personalized, for example, an engraving requested by you. The applicable exception will be informed before purchasing.

Manufacturing a standard product on demand does not in itself make it a customized product. Discounted items and promotional purchases maintain the legal right of withdrawal. Exceptions to withdrawal do not eliminate the legal guarantee against defects or lack of conformity.

6. Defective, incorrect or damaged product

If you receive an incorrect, damaged or item that does not conform to what was contracted, contact us through the above channels. We will manage the legally provided solution, at no cost to you, including the necessary transportation costs. The absence of an immediate reservation to the carrier does not eliminate your legal rights.

We are responsible for any lack of conformity of the goods that appear during three years from delivery. Except for legal exceptions and proof to the contrary, those that appear in the first two years are presumed to exist when the property is delivered. You can request repair or replacement, unless impossible or disproportionate, and, when legally applicable, a price reduction or termination of the contract. You can consult more information in the Contract conditions.

7. Model withdrawal form

Complete and submit this model only if you wish to use it. You can copy it to an email or print it; Its use is voluntary.

To the attention of SERRALZATE, SL, C/ Tomás de Zumalacárregui, 10. Local, 50006 Zaragoza - Spain. Electronic form: Contact.

I/we hereby communicate that I/we withdraw from my/our contract of sale of the following goods:

Goods and order number:
Ordered on / received on:
Name of consumer or consumers:
Address of the consumer or consumers:
Date:
Signature of the consumer or consumers (only if presented on paper):

For complaints, also consult the Legal notice. These conditions do not limit the mandatory rights recognized to consumers and users.