Cancellations and Returns Policy

Cancellations

• To cancel an order, you must notify us before the package has already been dispatched.
• Send an email to our Customer Support with the order number and write CANCELLATION in the Subject line.
• We will reply by email to let you know whether cancellation is possible and, if so, we will refund the full order amount.
• If the order has already been dispatched, you will need to collect the package and then contact us. Please see Returns.
• For orders containing items from multiple sellers, only the portion of the order that has not yet been dispatched can be cancelled.

Returns

The item does not match what was ordered or arrived damaged

• You have 24 hours from receipt of your order to let us know that an item does not match your order or arrived damaged. If you notice the item is damaged upon receipt, please make a note on the courier's delivery receipt.
• We will refund everything you paid — the item price and the corresponding shipping costs — and we will arrange for collection of the item at no additional charge.
• The steps are:

1. Send an email to our Customer Support with the following details:

• Order number
• Item you wish to return
• Reason for returning the item
• Photos of the item or any other evidence supporting the stated reason

We will contact the Seller, who will have 48 hours to send us their reasons in the event of a dispute (1).

Libro2Mano will carry out a thorough review of the reasons provided within up to 15 working days.

If the return of the item is approved, the Seller may choose from two solutions:

1. You keep the item and we refund the full amount paid for it, plus the associated shipping costs (2).
2. Return of the item, and we will refund the full amount paid for it, plus the associated shipping costs (2).
   • If we need to collect the item, we will arrange for its return shipment.
   • We will send you the next steps to follow by email.
   • Once the item has been received and inspected, we will process the refund of the amount paid.

(1) If the Seller does not respond within the stated timeframe, you will keep the item and we will refund the full item price plus shipping. (2) In the event that an order contains multiple items and only one of them is the subject of this type of return, we will refund the price of that item plus the proportional share of the corresponding shipping costs.

Note: For orders containing items from multiple sellers, all items sent by each individual seller will be considered as a single order in itself.

If I do not receive my order

If you do not receive your order, you will be refunded the total amount paid for your order, or for the part of the order that was not received.

Please follow these steps:

• First, check the order status under "My Account" > "My Orders". Using the Tracking Code, you can find out where your order is (it is possible they may have attempted delivery when you were not at home).
• The maximum waiting period for receiving an order is:
  • 30 days for domestic shipments
  • 120 days for international shipments.
• If you have not received the order within this timeframe, please contact us via Customer Support and we will issue a refund to the same payment method you used for your purchase.
• If you used a temporary card or your credit card has expired, please contact us at Customer Support.
• If you did not register, you can find the "Order Enquiry" link at the bottom of the page, where you can track your shipment. If it does not appear, send us an email to Customer Support with your order number and contact details.

Right of Withdrawal

Customers residing in the European Union are guaranteed by law the right to withdraw from a purchase contract for a product within 14 calendar days from the day on which you, or a third party other than the carrier that you have appointed, receives the purchased product.

Return Period

• The return period for an order is 14 calendar days from the date of receipt of the shipment.
• The product must be in the same condition in which it was received. If it is not, the return cannot be accepted.
• Once the condition of the product has been verified, the product amount will be refunded.
• The refund will be made using the same payment method used by the customer.

Procedure

• Send us an email with all the details to Customer Support.
• You can also contact us via our Contact form, providing your order number, item, and reason for return.
• You can also use the withdrawal form, which you can download here and send it by email to Customer Support.
• Pack the item securely. Please note that the risk associated with returning the item to us will be at your expense.
• We will send you an email with the next steps and any associated costs, if applicable.
• Returns will not be accepted if they have not been previously notified and if they are not carried out in accordance with the procedures described in our email response to your withdrawal request.

Costs

• Shipping and return costs will be borne by the Customer.
• Customs charges and local taxes, where applicable, are the responsibility of the buyer.
• Management fees may apply.

Notes:

• If you do not collect the order or you refuse delivery, we will understand that you wish to withdraw from the contract and we will consider it resolved. Additional management fees may apply.
• Under no circumstances will returns made in person or carriage-collect be accepted.
• For orders containing items from multiple sellers, all items sent by each individual seller will be considered as a single order in itself.