Refund policy
At MÉNEZ, we work mainly on a made-to-order basis and in small production runs. These terms respect your consumer rights and apply without prejudice to any mandatory legislation that may apply.
1. Cancelling a pre-order
You may cancel your order before it has been dispatched. Email us at info@menezstudio.com, quoting your order number, and we will arrange the cancellation and a full refund without undue delay, using the same payment method. If the order has already been dispatched, you may follow the returns procedure.
2. Right of withdrawal
You have 14 calendar days from receipt of your order to tell us that you wish to return it, without having to give a reason. If goods from the same order are delivered separately, the period begins when the last item is received. You may return one bag and keep the others.
Catalogue pieces qualify for withdrawal even when they are made after we receive your order. Choosing any of the three phrases available for Letters, No engraving or MÉNEZ Surprise is part of the standard options and does not prevent a return.
The legal exception for goods made to individual specifications or clearly personalised may apply only to orders that genuinely have those characteristics, and you will be expressly informed before entering into the contract. It does not apply merely because you choose the standard options in our catalogue.
3. How to request a return
- Tell us of your decision by emailing info@menezstudio.com or by WhatsApp on +34 647 468 889, preferably quoting your order number.
- We will provide the return instructions and address. Notice of withdrawal does not require authorisation or the use of a mandatory form.
- Return the piece within 14 calendar days of giving notice and keep proof of postage.
4. Condition of the piece and gifts
You may examine the bag as you would in a shop. You will be liable only for any diminished value caused by handling beyond what is necessary to establish its nature, characteristics and functioning.
Return the included accessories, the small purse and the corresponding dust bag. If the bag came with an associated gift, this must also be returned. Use protective packaging; we recommend keeping the original packaging, but its absence alone does not remove the right of withdrawal.
5. Costs and refund
For returns due to a change of mind, the customer bears the direct cost of return shipping. If there is an error on our part or a lack of conformity, MÉNEZ bears the costs required by law.
We will refund the amounts corresponding to the returned goods and any applicable standard delivery charges within 14 calendar days of receiving your notice. For a full return, the initial standard delivery charge is refunded; any surcharge for a more expensive delivery method chosen by the customer is not refunded. For a partial return, any delivery charges attributable to the returned pieces will be refunded where applicable.
We may withhold the refund until we receive the goods or proof that they have been sent, whichever occurs first. The same payment method will be used unless expressly agreed otherwise, at no cost to you.
6. Exchanges for another colour or model
You may request one direct exchange for each bag purchased, within the returns period and subject to availability. If the new piece costs more, you will pay the difference; if it costs less, we will refund the difference.
For mainland Spain and the Balearic Islands, the customer bears the return cost and MÉNEZ bears the cost of sending the first replacement. For the European Union, Canary Islands, Ceuta and Melilla, the customer bears both shipping costs; we will communicate the cost before confirming the exchange. A second exchange of the same piece will be processed as a return and a new purchase. The preparation time for the replacement will be communicated before it is confirmed. These commercial terms do not limit the free legal remedies available in the event of a lack of conformity.
7. Damage, defects and legal guarantee
If you notice transport damage, please contact us preferably within 48 hours, providing photographs of the piece, packaging and label. This period helps us manage the claim with the carrier and does not limit your legal rights.
MÉNEZ is liable for any lack of conformity that becomes apparent within three years of delivery, in accordance with Royal Legislative Decree 1/2007. Repair or replacement will be offered and, in the circumstances provided for by law, a price reduction or termination of the contract, at no cost where applicable.
Normal wear and damage caused by improper use are not manufacturing defects. The natural characteristics of leather are not in themselves a defect, without prejudice to the requirement that the piece conform to the description, quality and performance offered.
8. Model withdrawal form (optional)
MÉNEZ Studio — Paula Jiménez Carrasco · Tax ID (NIF) 71025954E.
Plaza del Ayuntamiento 4, 07141 Marratxí, Illes Balears, Spain.
info@menezstudio.com · +34 647 468 889 · WhatsApp.
To MÉNEZ Studio:
I hereby give notice that I withdraw from my contract of sale for the following goods:
Piece and order number:
Order and receipt dates:
Consumer's name and address:
Date:
Signature (only if this form is submitted on paper).
The identification address above may be used for communications. Request the operational return address and instructions before sending a piece.
9. Complaints
Email us at info@menezstudio.com. We will respond without delay and within one month at the latest. You may contact the competent consumer authorities or request consumer arbitration, subject to the applicable requirements and acceptance; MÉNEZ does not declare adherence to an arbitration scheme. Cross-border EU complaints may receive assistance from the European Consumer Centres Network. You retain the right to apply to the competent courts.
