Withdrawal and Returns Policy
Our online returns policy lasts 15 calendar days from receipt of the order. If an order is delivered in several shipments, the period starts upon receipt of the last item. This commercial period does not restrict the statutory 14-day right of withdrawal or other applicable consumer rights.
1. Right of withdrawal for online purchases
Consumers purchasing online from ECRU may withdraw without giving a reason within 14 calendar days after the consumer or their designated third party, other than the carrier, takes physical possession of the goods, where Spanish or European consumer legislation applies. For goods delivered separately, the period starts when the last item is received. Mandatory consumer rights applicable in the destination territory are also respected.
Notify ECRU of your decision by an unequivocal statement within that period: use the “Withdrawal and returns” link on our website, your customer account, or email hola@ecru.es with your name, order number and the items concerned. No particular form is mandatory. We will acknowledge online requests by email.
2. Online purchases collected in store
Online orders subsequently collected at an ECRU store retain the statutory withdrawal right where applicable. The period starts when the purchaser or their authorised representative collects the goods. All online orders, including click-and-collect orders, must be returned by post or courier to the returns address set out below. ECRU does not offer in-person receipt of online returns in its physical stores, without prejudice to mandatory consumer rights. Failure to collect an order does not by itself constitute an effective withdrawal notice.
3. Condition of returned items
Please return items unused, with labels, accessories and components, and in their original packaging whenever possible. You may reasonably examine and try on goods as you would in a physical shop, but not wear or use them normally. If handling beyond what is necessary to establish the goods’ nature, characteristics and functioning causes loss of value (including marks, odours, stains, damage or missing components), ECRU may apply an individually assessed, proportionate and substantiated deduction allowed by law. Missing tags or original packaging do not automatically extinguish the statutory withdrawal right. Please provide your order number or other proof of purchase.
4. How to request a return
Preferably log in at account.ecru.es, open your order history, choose the relevant order and submit a return request, following the instructions for sending the parcel. You can also use the website's withdrawal link or email hola@ecru.es. Do not send goods directly to the manufacturer or any address other than the one below. Keep your dispatch receipt and tracking number.
5. Cancellations before dispatch
If the order has not yet been prepared or dispatched, you may request cancellation through your customer account or by email. Once handed to the carrier, dispatch may not be stoppable; where appropriate, withdrawal and return instructions will be provided. This does not limit any statutory withdrawal rights.
6. Return shipping costs and original delivery charges
Direct return shipping costs are paid by the buyer for voluntary returns or withdrawal where legally permitted and duly disclosed in advance. ECRU does not provide free return labels for voluntary returns. Where goods are defective, damaged, incorrect or non-conforming, ECRU bears the necessary costs required by law.
For valid statutory withdrawal from an entire order, ECRU reimburses the goods and the initial delivery charge up to the cost of the least expensive standard delivery option offered for that order. Additional charges for an expressly selected express or premium method need not be refunded. For partial returns, the returned goods are refunded subject to any lawfully justified depreciation; initial delivery charges generally remain payable when delivery would have been required for the retained goods, unless the law requires an adjustment.
7. Return shipment and customs documentation
Use an identifiable, trackable postal or courier service. The buyer arranges and pays direct return carriage where legally responsible, and should keep proof of dispatch.
Returns from mainland Spain, the Balearic Islands and other territories subject to customs formalities
Because the Canary Islands have a distinct tax and customs regime, some returns require CN22, CN23, a pro forma invoice or equivalent documents. Where necessary, clearly describe the shipment as “Devolución de mercancía / Returned goods – Customer return – No commercial sale”. Accurately state the goods, quantities and original purchase value, include the ECRU order number and attach the original invoice or proof of purchase when necessary. Do not falsely describe the shipment as a new sale, gift or goods of no value.
Labelling an item as returned goods does not automatically guarantee exemption from customs charges; the relevant authorities decide. Check with your carrier how to complete the declaration correctly. If an inaccurate declaration attributable to the sender causes actual customs or administrative charges, ECRU may assess and, where legally possible, recover documented amounts. No automatic deductions for taxes, customs processing, transport or administration will be made contrary to statutory withdrawal rights. For faulty or incorrect goods ECRU will explain the process and bear the costs required by law.
Returns address: ECRU – 78628962N, Calle San Agustín nº 31, Local, 38201 San Cristóbal de La Laguna, Santa Cruz de Tenerife, Spain. Email: hola@ecru.es. This address applies to all online returns, including click-and-collect.
8. Refused, uncollected or carrier-returned orders
If a parcel is refused, not collected in time or returned by the carrier, ECRU will examine the individual circumstances. Refusal or non-collection alone is not necessarily a withdrawal notice. Where withdrawal is valid, statutory reimbursement rights will be respected, without automatic penalties or unlawful deductions. Actual costs from a separate buyer breach may be considered only where legally recoverable. The buyer will not bear costs attributable to ECRU, an ECRU-contracted carrier or non-conforming goods.
9. Time to send the return
After notifying withdrawal, send the goods without undue delay and within 14 calendar days of the notice. Dispatching before the deadline is sufficient. Returns made under ECRU’s additional 15-day commercial policy follow its terms without prejudice to statutory rights. Retain proof of shipment.
10. Defective, damaged or incorrect products
Contact hola@ecru.es with your order number and the issue; photos are helpful where possible. ECRU will review the matter and provide instructions. For lack of conformity, consumers have the statutory remedies available as appropriate, including repair, replacement, price reduction or contract termination, subject to the legal conditions and order of remedies. ECRU bears necessary costs where required. These rights are separate from withdrawal and apply to discounted products as well.
11. Outlet, sales, clearance and promotions
Online items purchased during sales, clearance, outlet and special promotions retain the same statutory withdrawal rights regardless of the discount. No direct size or product exchanges are offered; make a return where eligible and place a separate order. Labels such as “Outlet”, “Archive Sale”, “Final Sale” or “Clearance” do not negate statutory withdrawal rights. Legal conformity and guarantee rights remain intact.
12. Statutory exceptions and special items
Withdrawal exceptions apply only where the law provides for them, including clearly personalised goods and sealed goods unsuitable for return for health protection or hygiene reasons once unsealed after delivery, subject to statutory requirements. Underwear, swimwear, earrings, piercings, jewellery, cosmetics and personal-care items are not automatically excluded merely because of their category. Any hygiene exception depends on the actual product and whether legal conditions are met. Excessive handling may instead lead to justified depreciation. Gift cards and other special goods or services are governed by the provisions legally applicable to them. Defective goods retain statutory remedies.
13. Size or product exchanges
ECRU does not offer direct exchanges for a different size, colour or product. If you want another item, request a return when eligible and place a new order. Availability cannot be guaranteed. This commercial policy does not restrict remedies for lack of conformity.
14. Refunds
On receiving the return, ECRU may inspect its condition and notify the buyer of any relevant issue. In case of statutory withdrawal, reimbursement will be made without undue delay and no later than 14 calendar days after ECRU is informed of the withdrawal. Where permitted, ECRU may withhold the refund until the goods have been received or the buyer provides evidence of dispatch, whichever is earlier. Refunds use the original payment method unless expressly agreed otherwise and without charge to the consumer. Store credit or gift cards cannot be imposed instead of a statutory refund.
Payment processing
Once ECRU issues a refund, a bank, payment institution or provider may take up to 10 additional business days to display it. This is separate from ECRU’s legal refund deadline. Refunds are processed through Shopify and payment providers, including Klarna, Bizum and payment cards. Klarna adjusts payments or instalments under its own processing procedures. A refund not yet visible in your account does not necessarily mean it has not been issued.
Refund not received?
Check your bank account, card or payment app; see whether the refund is pending; and contact your financial institution. If 10 business days have passed since ECRU confirmed issuance and you still cannot see the funds, email hola@ecru.es with your order number. We will check the transaction and, when needed, contact the payment provider or provide available confirmation.
15. Contact
ECRU, Calle San Agustín nº 31, Local, 38201 San Cristóbal de La Laguna, Santa Cruz de Tenerife, Spain. Email: hola@ecru.es.
This policy is interpreted according to applicable consumer-protection legislation and does not restrict any non-waivable consumer rights.
