Cancellations and Returns

Returns

Incorrect Item Delivered/ Item Not As Described/ Item Was Damaged

• You have 24 hours from when you receive your order to indicate that an item does not correspond or was damaged. If upon receipt, you see that it is damaged, please write it on the carrier's delivery note
• We will refund the purchase price, including original shipping costs and we will pick the item up at no cost
• These are the steps to follow:
1. Send us an email to Customer Service with the following:
• Order number
• Reason why you want to return the item/s
• Photos of the item/s and/or any other data that demonstrate the stated reason
2. We will contact the Vendor who will have a 2 business days period to send us their reasons in case of rejection¹
3. Libro2Mano will thoroughly review the given reasons within a period of up to 15 working days
4. In case that the return of the item proceeds, the Vendor may accept two solutions
1. You keep the item and we will refund the full amount paid ² for the item along with the transport cost associated
2. Return the item and we will refund the full amount paid ² for the item along with the transport cost associated
• If we have to collect the item, we will proceed to initiate the procedures for the collection of the article
• We will send you by email the following steps
• Once the item has been received and checked, we will proceed to refund the amount paid

¹ If the Vendor does not respond within that period, you will keep the item and we will refund the total amount of the item plus the transport costs associated
² In case that an order has several items and only one of them has to be returned, we will refund the amount of that item plus the proportional part of the transport costs

Note: In case of an order with items from several vendors, the set of items sent by each vendor will be considered as a separate order.

The item does not arrive

If you don’t receive your order, we will refund the total amount associated to the item. Follow the next steps:

• First, check in Your Account > My Orders > status of the order (Perhaps you were out when the courier arrived)
• The delivery time for receiving an order is:
  • 30 days for local shipments
  • 120 days for international shipments
  If you don’t have received the order in place, send us an email to Customer Service
  If you did not register, use Orders & Returns at the page bottom. If the order doesn’t appear, send us an email to Customer Service

Cancellations

The EU customers can cancel an order without giving any reason within 14 days from the day on which the customer or a third party indicated by him (other than the carrier) receives the goods purchased

The order has not been shipped

• In order to cancel an order, you have to inform us before the order has been shipped
• Send us an email to Customer Service with the order number and, in upper case, the word CANCELLATION in the subject field.
• We will inform you by email if the order can be canceled and if so, we will refund the total order amount.
• If the order has already been shipped, you must pick up the order and get in touch with us
• In case of an order with items from several vendors, only that part of the order that has not been shipped can be canceled.

The order has been shipped

Return term

• The return period of an order is 14 days from the date of shipment receipt
• The item must be in the same condition in which it was received. Otherwise, the return cannot be done
• After checking the product condition, the amount will be refund together with the associated shipping costs
• The refund will be made via the same payment method used to make the purchase

Steps

• Send us an email to Customer Service with all your contact and order data
• You can also use our Contact form or by this form, sending it by email to our Customer Service
• Pack the product safely. Keep in mind that the risk of returning the product will be on your own.
• We will send you by email the following steps

Costs

• Return costs and if any, the customs & local taxes, will be assumed by the customer
• Management fees may apply.

Note:
If you reject the shipment or don’t pick up the order, we will considerer as a Return and it will have the same costs. Management fees may apply.
In no case will hand or due returns be accepted
In case of an order with items from several vendors, the set of items sent by each vendor will be considered as a separate order.