Returns & Refunds
Two things protect you here. The 14-day right of withdrawal is the law, and we cannot shorten it. The 30-day satisfaction guarantee is ours, and it sits on top. You always get whichever is better for you.
1. Your 14-day right of withdrawal
As a consumer buying at a distance you may withdraw from the contract within 14 calendar days, without giving any reason. The 14 days start the day you — or someone you nominate — physically receive the box.
To use it, tell us clearly before the 14 days are up. An email to hello@getbloomstones.com saying you are withdrawing is enough; you can use the form at the bottom of this page, but you do not have to. Sending it on the last day counts as being in time.
Sending the box back
Return the box to us without undue delay and in any case within 14 days of telling us. We pay the return shipping — email us and we will send you a prepaid label. You are only responsible for any loss in value caused by handling the materials beyond what is needed to see what they are and how they work. Opening the box and trying an activity is fine. Writing on the cards is not.
Getting your money back
We refund everything you paid, including the standard delivery cost, within 14 days of you telling us you are withdrawing. We use the same payment method you used, through Stripe, and you pay no fee for that. We may hold the refund until the box is back with us, or until you show us you have sent it, whichever comes first.
2. Our 30-day satisfaction guarantee
Beyond the 14 days, we give you 30 days from delivery to decide the box is not right for your family. Email us, tell us what did not work — that part matters to us, it is how the next box gets better — and we refund you in full.
You keep the box. We do not ask for it back: shipping a used set of cards across Spain helps nobody.
This guarantee is a promise we choose to make. It adds to your statutory rights and never replaces them.
3. If a box arrives damaged, incomplete or wrong
That is not a return, it is our mistake, and different rules apply — better ones. Spanish law gives you a three-year guarantee of conformity from delivery. Email hello@getbloomstones.com with a photo and we will send a replacement or refund you, at no cost to you. Do not send anything back until we ask.
4. When withdrawal does not apply
The right of withdrawal does not cover goods made to your personal specification, or sealed goods returned unsealed where hygiene makes that impossible. Our Starter Box is a standard, non-personalised product, so the right applies to it in full. If we ever sell something the right does not cover, we will say so on the product page before you pay.
5. Model withdrawal form
You can copy this into an email. Using it is optional — any clear statement works.
To Juan Gabriel Monroig, Calle Campillos 301A, Pinos de Alhaurín, 29130 Málaga, Spain — hello@getbloomstones.com:
I hereby give notice that I withdraw from my contract for the sale of the following goods:
Ordered on / received on: ______________________
Order number: ______________________
Name of consumer: ______________________
Address of consumer: ______________________
Signature (only if sent on paper): ______________________
Date: ______________________
6. Still stuck?
Email us and say so plainly. If we still cannot agree, the routes open to you are set out in the complaints section of our Terms of Sale.
Questions about this page? Email hello@getbloomstones.com — a founder answers.