Last updated: July 06, 2025
At TreasureSilver, our priority is the full satisfaction of our customers. Therefore, we offer a clear and transparent return and refund policy, in strict compliance with current Spanish legislation, particularly Royal Legislative Decree 1/2007, of November 16, which approves the revised text of the General Law for the Defense of Consumers and Users and other complementary laws.
- RIGHT OF WITHDRAWAL (Online and Distance Purchases)
What is it? The right of withdrawal is the consumer’s and user’s faculty to cancel the contract, notifying the other contracting party within the established period, without the need to justify their decision and without any penalty.
Time Limit for Exercise:
You have the right to withdraw from this contract within 14 calendar days without giving any reason.
The withdrawal period will expire after 14 calendar days from:
For the purchase of goods: The day on which you or a third party indicated by you, other than the carrier, acquires physical possession of the goods. In the case of multiple goods ordered in the same order and delivered separately, the day on which you or a third party acquires physical possession of the last of those goods.
For the contracting of services: The day of the conclusion of the contract.
How to Exercise the Right of Withdrawal:
To exercise the right of withdrawal, you must notify us of your decision to withdraw from the contract by an unequivocal statement. You can do this by:
Email: treasuresilver925@gmail.com
You may use the model withdrawal form attached at the end of this policy, although its use is not mandatory. To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Consequences of Withdrawal (Customer’s Obligations):
You must return the goods to us directly or hand them over to [Address of TreasureSilver’s Warehouse, if different from the registered address], without undue delay and in any event no later than 14 calendar days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 calendar days has expired.
You will have to bear the direct cost of returning the goods, unless the reason for the return is our error or a defective product.
The products must be returned in perfect condition, without signs of use beyond merely checking their nature, characteristics, and functioning, with all their accessories, complete original packaging, and protections. Returns of products that have been manipulated, damaged, or show clear signs of use exceeding simple testing will not be accepted. In the event that a diminution in the value of the goods results from handling other than what is necessary to establish the nature, characteristics, or functioning of the goods, the customer shall be liable for such diminution in value, which may be deducted from the total refund.
Consequences of Withdrawal (TreasureSilver’s Obligations):
Once we have received and verified the correct condition of the returned goods, we will reimburse all payments received from you, including the ordinary delivery costs (i.e., the cost of the least expensive type of standard delivery offered by us), without undue delay and in any event no later than 14 calendar days from the day on which we are informed of your decision to withdraw from this contract.
We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
Exceptions to the Right of Withdrawal:
The right of withdrawal shall not apply to contracts for:
The supply of goods made to the consumer’s specifications or clearly personalized.
The supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery (e.g., earrings, certain cosmetic products, underwear, headphones if the seal is broken).
The supply of sealed audio or sealed video recordings or sealed computer software that were unsealed after delivery.
The supply of newspapers, periodicals or magazines, with the exception of subscription contracts for the supply of such publications.
The supply of digital content which is not supplied on a tangible medium if the performance has begun with the consumer’s prior express consent and their acknowledgment that they thereby lose their right of withdrawal (e.g. ebooks, downloadable software, digital licenses).
The supply of services, once the service has been fully performed, if the performance has begun with your prior express consent, and with your acknowledgment that you will lose your right of withdrawal once the contract has been fully performed by the trader.
The supply of goods which are, after delivery, according to their nature, inseparably mixed with other items.
The supply of goods whose price is dependent on fluctuations in the financial market that the trader cannot control and which may occur within the withdrawal period.
Other cases contemplated in Article 103 of Royal Legislative Decree 1/2007.
- LEGAL GUARANTEE OF PRODUCTS (Lack of Conformity)
What is it? All products, whether new or second-hand, have a legal guarantee that covers a lack of conformity, i.e., manufacturing defects, products that do not function correctly, or do not conform to the advertised description.
Guarantee Period:
New Products: All new products sold by TreasureSilver have a legal guarantee of three (3) years from the date of product delivery.
Second-hand Products: If we sell second-hand products, the legal guarantee will be one (1) year from the date of delivery.
Presumption of Lack of Conformity:
Any lack of conformity that becomes apparent within two (2) years of delivery shall be presumed to have existed at the time of delivery, unless proven otherwise. For lacks of conformity that become apparent after those two years, the consumer must prove that the defect existed at the time of delivery.
Remedies for Lack of Conformity:
In the event of a lack of conformity of the product with the contract, the consumer shall be entitled to:
Repair or Replacement: You may choose between repair or replacement of the product, unless one of these two options is objectively impossible or disproportionate. Both options will be free of charge for the consumer (including shipping costs, labor, and materials). They will be carried out within a reasonable period and without major inconvenience to the consumer.
Price Reduction or Contract Termination (Refund): If repair or replacement is not possible or is not carried out within a reasonable time or without major inconvenience to you, or if the lack of conformity persists after repair or replacement, you may opt for a price reduction or for the termination of the contract, which would imply a refund of the amount paid.
How to Notify a Lack of Conformity:
You must inform us of the lack of conformity within two months of becoming aware of it. To do this, please contact us as soon as possible via:
Email: treasuresilver925@gmail.com
Please attach all possible information: order number, description of the problem, photographs or videos if relevant.
Costs: All costs derived from the management of the legal guarantee (collection, shipping of the repaired/replaced product, labor, materials) will be borne by TreasureSilver.
- GENERAL RETURN PROCEDURE
Regardless of whether your return is processed due to the right of withdrawal or legal guarantee, the general process is as follows:
Initial Contact: Send us an email to treasuresilver925@gmail.com explaining the reason for your return (withdrawal or product issue) and providing your order number and contact details.
Confirmation and Shipping Details: Our customer service team will respond with detailed instructions for the return and/or the product’s shipping address.
Preparation for Shipment:
Securely pack the product(s), preferably in their original packaging and with all protections.
Include all accessories, manuals, and components that came with the product.
Attach a copy of your invoice or purchase receipt.
Product Shipment:
Withdrawal: You will be responsible for returning the product to the address indicated by us, bearing the direct cost of shipping. We recommend using a shipping method that offers tracking.
Legal Guarantee: We will instruct you on how to proceed. In most cases, we will arrange for the product to be collected by a transport company or provide you with a paid shipping label.
Receipt and Inspection: Once we receive the product, we will inspect it to verify its condition and the reason for the return.
Resolution:
Withdrawal: If the product meets the conditions, we will proceed with the refund within the established deadlines.
Legal Guarantee: If the lack of conformity is confirmed, we will proceed with repair, replacement, or refund as appropriate.
- GENERAL CONDITIONS FOR REFUNDS
Refund Method: All refunds will be made using the same payment method you used for the original transaction, unless otherwise agreed.
Refund Period:
For withdrawals, the refund will be processed within a maximum of 14 calendar days from the date we are informed of your decision and after having received the goods or proof of their return.
For legal guarantees, the period will be agreed upon depending on the solution (repair/replacement/refund), prioritizing speed and minimal inconvenience to the user.
Return Shipping Costs:
For Withdrawal: The customer will bear the direct cost of returning the product.
For Legal Guarantee (Defect/Error): TreasureSilver will bear all shipping and return costs.
- OTHER IMPORTANT CONSIDERATIONS
Proof of Purchase: It is essential to keep the invoice or purchase receipt for any return or warranty claim.
Products Damaged in Transit (to Customer): If your order arrives damaged due to transport, you must notify the carrier upon receipt and us within a maximum of 24-48 hours from delivery. It is advisable to take photographs of the packaging and the damaged product.
Customer Service: For any questions or concerns regarding this policy, do not hesitate to contact our customer service team via treasuresilver925@gmail.com
- APPLICABLE LAW AND JURISDICTION
This Return and Refund Policy is governed by Spanish law. For the resolution of any dispute that may arise from the interpretation or application of this policy, the parties submit to the Judges and Courts of the consumer’s domicile or, at their choice, to those corresponding to TreasureSilver’s registered office, located in Madrid.
- MODIFICATIONS TO THIS POLICY
We reserve the right to modify this policy at any time. Any changes will be published on our website with a new update date.
MODEL WITHDRAWAL FORM
(Only fill in and send this form if you wish to withdraw from the contract)
To the attention of:
TreasureSilver
treasuresilver925@gmail.com
I/We () hereby give notice that I/We () withdraw from my/our () contract of sale of the following goods/for the provision of the following service ():
Description of goods/service: [Description of Product/Service]
Order reference: [Order Number]
Date of order: [Order Date]
Date of receipt of goods/conclusion of contract: [Receipt/Conclusion Date]
Name of consumer(s): [Your Full Name / Full Names]
Address of consumer(s): [Your Full Address]
Signature of consumer(s) (only if this form is notified on paper):
Date: