Return policy

Through its WEBSITE; www.retorn.com, de, POCURULL, SL, hereinafter the administrator of the website, is a company dedicated to pets, we strive to find and offer the best products to cover all the needs of pets. Due to the content and purpose of the WEBSITE, people who want information or purchase the products offered on this website, must register in the form of USERS / CLIENTS, which is acquired by completing the REGISTRY form, your data will be incorporated in an automated file for protection by Royal Decree-Law-5 / 2018, for the adaptation of Spanish Law to the application of the article, 13, of the General Data Protection Regulation-EU-2016 / 679, of the Parliament and Council of Europe, of the 27 of April of 2016, and the LOPD-3 / 2018, of guarantees of the digital rights, the Law applicable to electronic commerce and the Law 26 / 1984, of defense of the consumers and users.
In attention to the article, 6, paragraph, f, of the RGPD-UE-2016 / 679, and the LOPD-3 / 2018, of guarantee of the digital rights, in its article, 7, exposes that the interests or the rights and fundamental freedoms of the interested party that require the protection of their personal data, particularly when the interested party is a minor of 14, years that can not give their consent for an online commerce to collect their personal data, being their legal representatives (parents or guardians) ) who can do it on their behalf, except when the child has at least 16 years, which will be lawful consent.

1. INFORMATION ABOUT THE WEB
The WEBSITE: http://www.retorn.com of which is Administrator, POCURULL, SL, dedicated to the development of quality natural foods, with maximum nutritional, environmental, residual and energy efficiency dedicated to pets , offering the best for the needs of pets.
For, POCURULL, SL, each USER OF THIS WEB, is a potential customer who deserves our products to live up to their expectations.

2. PRICES OF THE PRODUCTS.
The products and prices shown that are indicated through the WEBSITE, includes VAT, on all products and shipping costs, for the peninsula above, 39, euros, will be free, for Balearic and Canary customers will depend on the weight and volume that will be specified at the time of order.

3 FORMALIZATION OF ORDERS
Once the order has been formalized, that is, with the acceptance of the conditions of use and confirmation of the purchase process, the administrator of the website www.retorn.com will always send an email to the USER / CLIENT, confirming the details of the products purchased.

4 WAY TO PAY
The USER / CLIENT must pay the amount corresponding to their order by credit card; VISA, MASTERCAR, BANK TRANSFER AGREEMENT.
The USER / CLIENT must notify the administrator of the website of any undue or fraudulent charge, by email or telephone, in the shortest possible time so that the administrator can make the necessary arrangements.

5 PLACE OF DELIVERY, DEADLINES AND LOSSES:
The delivery times will be, 24 A 48, hours, which are indicated in business days in the description of each product, although a delay in the supply will not be a reason for penalty.
The administrator of the web page will not be responsible for the errors caused in the delivery when the delivery address entered by the USER / CLIENT, in the order form does not conform to reality or have been omitted.
Depending on the destination, various methods or methods of delivery can be used. Each modality and each destination have delivery times that are specified in the order confirmation process.
The deadlines may vary for logistical reasons or force majeure. In cases of delays in deliveries, the administrator of the website will inform its USERS / CLIENT, as soon as they have knowledge of them.
Each delivery is considered carried out from the moment in which the agency puts the product at the disposal of the USER / CLIENT, which is materialized through the control system used by the transport company.
Delays in delivery will not be considered those cases in which the order was placed at the disposal of the USER / CLIENT, by the transport company within the agreed period and could not be delivered for reasons attributable to the USER / CLIENT.
When the order leaves our company, an email will be sent notifying you that your order has been accepted and is being sent.

5.1. DELIVERY DATA, DELIVERIES NOT DELIVERED AND LOSS OF THE PRODUCT.
If at the time of delivery the USER / CLIENT is absent, the carrier will leave a receipt indicating how to proceed to arrange a new delivery. The administrator of the website contracts, as part of the courier delivery service, the performance of a series of follow-up actions, aimed at guaranteeing that delivery occurs.
If after 10 working days after the departure to the delivery of the order, the delivery has not been made, the USER / CLIENT must contact the administrator of the website.
In the event that the USER / CLIENT does not do so, after 10 business days from the departure to delivery of the order, it will be returned and the USER / CUSTOMER, will be responsible for the shipping and return of the order, as well as of possible associated management expenses.
If the reason why the delivery could not be made, is the loss of the order, the transport will initiate an investigation. In these cases, response times range from one to three weeks.

5.2. SHIPPING NODALIDADES (DEPARTMENT OR MESSAGING SERVICE).
Delivery time from 24 to 48 hours, in working days in the Peninsula, Balearic and Canary Islands will be subject to the transport agency.
The courier service is performed with tracking control by the transport company itself.

5-3.DELIGENCE IN DELIVERY.
The USER / CLIENT must check the good condition of the order before the transport that, on behalf of the administrator of the website, makes the delivery of the requested product, indicating on the delivery note any anomaly that could be detected in the order.
If, after reviewing the products, the USER / CUSTOMER detects any incident as evidence of tampering or any damage caused by the shipment, the latter undertakes to notify the administrator of the website via email: Info @ retorn.com

6 RETURN
6.1 RETURN PROCEDURE
All products purchased on the administrator's website may be returned and refunded, provided that the USER / CLIENT communicates to the administrator their intention to return the product (s) acquired by phone or email within the term of 24, following hours and no later than 5, calendar days from the date of delivery and compliance with the stipulations of these sales conditions.
The administrator of the website will only accept returns that meet the following requirements:
• The product must be in the same condition in which it was delivered and must retain its original packaging and labeling.
• The shipment must be made using the same box or packaging in which it was received to protect the product.
• In the event that it can not be done with the packaging with which it was delivered, the USER / CLIENT must return it in a protective wrapping so that the product reaches the company of the website administrator with the maximum possible guarantees.
• Return of the money, if desired, in items not expressly ordered outside of the catalog or in which you expressly indicate otherwise in the description. This right is not collected for products ordered specifically for the customer, in personalized items etc.
• A copy of the delivery note must be included inside the package, where the returned products are also marked and the reason for the return.

If the reason for the return is attributable to the administrator of the website (the product is incorrect or incomplete, it is not what was ordered, etc.), the amount of the refund will be refunded. If the reason is different, the cost of the return costs will be charged to the USER / CLIENT.

To proceed with a return, the following steps must be followed:
• Report before 5, calendar days from receipt that the product wants to be returned. The information can be done via email to, info@retorn.com
• The administrator of the website will inform the USER / CLIENT of the address to which the product should be sent.
• The USER / CUSTOMER, must return the / products through a courier company of their choice. The refund must pay the USER / CLIENT.

• Inform the administrator of the web page of the messaging used, date and time of the return.

7 REIMBURSEMENT TO THE USER / CLIENT
The administrator of the web page will manage the return order under the same system that was used for the payment. The application of the return in the account or card of the USER / CLIENT will depend on the card and the issuing entity. The application period will be up to 30 days for credit cards.

8 PRIVACY POLICY
In attention to the article, 6, paragraph, f, of the RGPD, states that the interests or the fundamental rights and freedoms of the interested party that require the protection of their personal data, in particular when the interested party is a minor of 14, years that they can not give their consent for an online commerce to collect their personal data, being their legal representatives (parents or guardians) who can do it on their behalf, except when the child has at least 16 years, which will be lawful consent.
POCURULL, SL, informs about the possibility of exercising the access rights, which allows the web user, to know what personal data the administrator of this page has and in that case he will answer within a period of 30 days, as long as he keeps the data, rectification , which allows correcting errors, modifying data that are inaccurate or incomplete and guaranteeing the certainty of the information, opposition that may be requested and obtained that does not carry out the data processing, suppression that allows the deletion of inappropriate or excessive data, limitation, by which you can request that the processing of your data be limited when you have exercised your right to rectification of your personal data, and portability, so that the user can obtain a copy of the personal data that you have provided on the web to In order to be able to transmit them to other services, these rights may be exercised by any means that leaves a record of your sending and receiving them to the address ion:
RIBERA DEL CONGOST, 34 NAVE-A, Postal Code: 08520, Location: GRANOLLERS, Province: BARCELONA, Email: Info@retorn.com providing a photocopy of the ID or alternative documentation that proves your identity.