Refund policy

Our policy lasts 30 days from the date you receive your item. This is more generous than the minimum required by EU law, and reflects our commitment to your satisfaction.

This policy complies with EU distance selling regulations, including Directive 2011/83/EU on consumer rights, as implemented in Spanish law by Real Decreto Legislativo 1/2007 (Ley General para la Defensa de los Consumidores y Usuarios).

Order Cancellation

Orders can be cancelled within 24 hours of being placed, provided they have not yet been processed for shipment. To cancel, contact us immediately at hello@pluuve.com with your order number.

Once an order has been dispatched, it can no longer be cancelled. However, you retain your right of withdrawal once the product is received (see below).

EU Right of Withdrawal — 14-Day Cooling Off Period

If you are located in the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without providing a justification. This right is guaranteed under EU Directive 2011/83/EU.

To exercise this right, notify us within 14 days of receiving your item by emailing hello@pluuve.com with your order number and a clear statement of your wish to withdraw. You then have a further 14 days to return the item to us.

The cost of return shipping is the responsibility of the customer, unless the item is defective or does not match its description.

We will process your refund within 14 days of receiving the returned goods, or sooner if you provide proof of return shipment.

Standard Returns (30-Day Window)

To be eligible for a return under our 30-day policy, your item must meet the following conditions:

Unused and in the same condition as received
In its original packaging
Accompanied by your receipt or proof of purchase

To initiate a return, contact us at hello@pluuve.com with your order number. Do not send your item back without contacting us first — unauthorised returns will not be accepted. Once your return is approved, we will provide you with the correct return address and instructions.

Please note: Do not send items back to the address printed on your package. That is a warehouse or logistics address and is not a valid return address. Items sent without prior authorisation may be lost and we cannot be held responsible.

Keep the Item — Partial Refund Option

For certain situations — for example, if an item arrives with minor cosmetic differences or you are not fully satisfied — you may be offered the option to keep the item and receive a partial refund agreed with our support team. This avoids the inconvenience and cost of an international return. Contact us to discuss your situation and we will find the best resolution.

Damaged or Defective Items

Please inspect your order as soon as it arrives. To help us resolve issues quickly, we ask that you report any visible damage or incorrect items within 7 days of delivery. For hidden defects discovered later, your statutory rights under EU law apply for up to 2 years from delivery.

If your item is defective, damaged, or incorrect, contact us at hello@pluuve.com with the following information:

Your order number
Your full name
A description of the issue
A photo or short video of the damaged or defective item

If the item is confirmed defective or incorrect, we will send you a replacement at no cost. You will not be required to return the original item in most cases.

Order Marked as Delivered But Not Received

If your tracking information shows your order as delivered but you have not received it, please take the following steps first:

Check around your property, with neighbours, or at your building reception
Wait 1 to 2 business days, as items are sometimes scanned as delivered before they arrive
Contact the courier directly with your tracking number to open an investigation

If the issue remains unresolved after completing the above steps, contact us at hello@pluuve.com and we will work with the courier to resolve it as quickly as possible.

Non-Returnable Items

The following items cannot be returned:

Items that have been opened, used, or are not in their original condition. Note: during the 14-day EU right of withdrawal period, you may open the item to assess it as you would in a shop. We may apply a deduction for any diminished value resulting from handling beyond what is necessary.
Items returned without prior authorisation
Items returned more than 30 days after delivery (except where your statutory rights apply)
Sale items and gift cards

Exchanges

We do not process direct exchanges. If you would like a different variant or a replacement for a non-defective item, please return your original item following the process above and place a new order once your return is accepted.

Refunds

Once we receive and inspect your returned item, we will notify you by email. If your return is approved, your refund will be processed to your original payment method within 10 business days. Please allow additional time for your bank or card issuer to post the refund to your account.

If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at hello@pluuve.com .

Contact

For all return and refund enquiries:

Email: hello@pluuve.com Available Monday to Friday

Please include your order number and email address used at checkout in all communications to help us resolve your request as quickly as possible.