Returns Policy

1. Right of withdrawal

In accordance with Spanish E-Commerce Law, you have the right to withdraw from your purchase within 30 calendar days of receiving the product, without needing to provide a justification.

2. Conditions for returns

Products eligible for return:

• LixBuds One and accessories
• Other products unused or with original packaging intact

Conditions the product must meet:

• Be in perfect condition (no evident physical damage)
• Include all original accessories
• Be accompanied by proof of purchase
• Original packaging in good condition (where possible)

3. Return process

Step 1: Notification

Notify your intention to return the product within 30 days of delivery by emailing returns@lixby.com with:

• Order number
• Reason for return
• Contact details

Step 2: Authorization

You will receive a return authorization (RMA) along with shipping instructions.

Step 3: Shipping

Pack the product securely and send it to:

Lixby S.L. - Returns Department
Calle Principal 123
28001 Madrid, Spain

Step 4: Refund

Once we receive and verify the product, we will process the refund within 14 business days. The money will be returned to the original payment method.

4. Shipping costs

Free initial shipping: We offer free shipping on orders over 30 euros.

Return:

• If the return is due to our error or a defective product: We pay the shipping
• If you request a return due to a change of mind: You pay the shipping (unless there is a defect)

5. Non-refundable products

Returns are not accepted for:

• Personalized or customized products
• Items with evident signs of use
• Products damaged due to customer negligence
• Downloaded digital services
• Activated memberships or subscriptions

6. Product exchanges

If you wish to exchange a product for another (size, color, different model), you must first process the return and then make a new purchase, or contact our support team to facilitate the process.

7. Partial refunds

Refunds may be partial if:

• The product has been improperly used or handled
• There is damage caused by the customer that reduces the resale value
• Restoration costs have been incurred

We will notify you of the exact refund amount before processing it.

8. Defective or damaged products

If you receive a defective or damaged product:

1. Report the issue within 7 days of delivery with photos
2. We pay the return shipping
3. Full refund or replacement of your choice

9. Warranty policy

Our products include a legal 2-year warranty from the date of purchase for manufacturing defects. This is in addition to your 30-day return right.

For warranty claims, contact support@lixby.com.

10. Disputes and claims

If you are not satisfied with the return or refund process, you can:

• Contact our customer service department
• Submit a formal claim through our contact form
• Use the dispute resolution mechanisms available in your country

11. Contact and support

For questions about returns:

Returns Department
Email: returns@lixby.com
Phone: +34 900 123 456
Chat: Support center