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Shipping and Logistics Conditions at Vuélvete Local

⚠️ Important:

For now, Vuélvete Local does not directly handle shipping. All logistics are managed by each individual business, which decides how, when, and with whom to ship products.

We are working to offer an integrated logistics solution soon, to streamline the process for both businesses and buyers.

1. Configuration by Category

Each business on Vuélvete Local can define specific shipping conditions by product category. These conditions may include:

  • Type of shipping (home delivery, in-store pickup, digital/non-physical product, etc.).
  • Transport company used, if applicable.
  • Estimated cost and delivery time.
  • Blocking direct purchase of personalized, handmade, or on-demand products, requesting prior contact with the customer to agree on specific terms.

2. Merchant Obligations

  • Properly package products to protect their integrity.
  • Clearly inform about the transport service and estimated delivery times.
  • Provide a tracking code if applicable.

3. Delivery Times

Delivery times must be stated when publishing the product. They cannot exceed 30 calendar days from order confirmation, unless a different agreement is reached between buyer and seller.

4. Transfer of Risk

The risk is transferred to the customer once the product is delivered to the indicated address or picked up at the store.

5. Shipping Costs

Costs must be clearly displayed before purchase. Merchants must itemize them in the product details.

6. Issues and Claims

Any shipping issues must be handled directly between the customer and the merchant, who will contact the shipping company if necessary.

7. International Shipping

Vuélvete Local currently operates mainly in Spain. If international shipping is enabled, the merchant must inform customers of possible customs duties or additional delays.

8. Customized or On-Demand Products

Some handmade or personalized products cannot be purchased directly. In these cases, a message will prompt the customer to contact the seller to agree on delivery and payment terms.

9. Force Majeure

Neither the merchant nor Vuélvete Local shall be held responsible for delays caused by force majeure events such as strikes, natural disasters, or logistical restrictions.

Sales Conditions and Return Policy

1. Role of Vuélvete Local

Vuélvete Local acts solely as an intermediary between Merchants (Sellers) and Final Customers (Buyers). We provide the technical platform, payment gateway, and support, but do not physically manage products or shipping.

2. Key Definitions

  • Order: A validated and paid purchase request.
  • Withdrawal: The Buyer’s right to cancel the order and return it, triggering a full refund.
  • Dispute: A complaint or issue raised by the Buyer and handled by Vuélvete Local support.

3. What is the right of withdrawal?

Withdrawal is a legal right that allows the Buyer to return a product without providing any reason within 14 calendar days of receipt. This means:

  • Returning the item in good condition.
  • Receiving a full refund of the purchase price and shipping costs.

4. Return Procedure

  1. Notification: The Buyer informs of the decision by filling out the withdrawal form or by emailing info@vuelvetelocal.com.
  2. Preparing the shipment: The product must be repackaged in its original packaging, with all labels and accessories.
  3. Shipping: The Seller will provide the return address. The Buyer bears the shipping cost unless otherwise agreed.

Note: The 14-day period begins on the delivery date and becomes void if the product shows signs of use beyond what is necessary to verify its nature.

5. Refunds and Timing

Once the product is received and inspected, the Seller or Stripe (as applicable) will process the refund within a maximum of 14 calendar days from confirmation of the return:

  • Total product price.
  • Initial shipping costs.

Stripe will automatically process the refund via webhook. The time it takes for the amount to appear in the Buyer's account depends on the bank (2–5 business days).

6. Withdrawal Exceptions

No return applies if:

  • The product is customized or made to order.
  • The goods are perishable or expire quickly.
  • The digital content is downloaded immediately with the Buyer’s consent.

7. Disputes and Claim Resolution

All claims or issues related to payments, product quality, or delivery are handled internally by Vuélvete Local’s support team. The Buyer must send their claim to info@vuelvetelocal.com, including:

  • Order number and purchase date.
  • Detailed description of the issue.
  • Evidence and documentation (photos, emails, communications).

Once the claim is received, analyzed, and validated, we will offer a solution within a maximum of 15 business days. Possible resolutions include:

  • Full or partial refund of the amount paid.
  • Replacement or substitution of the product.
  • Compensation in the form of credit on the platform.

8. Applicable Regulations

For sales within the EU, Directive 2011/83/EU applies. Lack of prior information extends the withdrawal period to 1 year + 14 days.

9. Seller Responsibilities

  • Keep catalog updated (descriptions, stock, prices).
  • Ensure deliveries are made within the specified timeframes and conditions.
  • Handle returns and refunds in accordance with this policy.
  • Comply with consumer law, product safety, and data protection regulations.

10. Data Protection

We process data in accordance with our Privacy Policy and the GDPR. The Seller agrees to comply with data protection regulations.

11. Intellectual Property

All rights to the platform and its content belong to Vuélvete Local. Unauthorized use is strictly prohibited.

12. Modifications

We may update these terms. The date of last revision will appear at the top.

13. Governing Law and Jurisdiction

These terms are governed by Spanish law. Disputes will be resolved before the Courts of Madrid.

14. Contact

For any inquiries: info@vuelvetelocal.com