12 Pulgadas reserves the right to refuse those returns that do not comply with the following instructions or that:

  1. Show clear signs of use (holes, stains, smells, burns, wear).
  2. Don't have ALL original tags/stickers/packaging originally sent with the products (if your product came with a red alarm, it must be returned with the same alarm).

For further information you can refer to the Guarantees and Returns Regulations at the European Union's website.

How long do I have to return an item?
If you are not satisfied with your purchase, you may return or exchange the items in their original state within a period of 30 calendar days from the day you receive your parcel (applies only to orders made from December 1 to 31, 2023).
How do I return or exchange my product by mail?
To exchange the products you bought online, send us back the parcel following the instructions below and fill out the form with the item name you wish to make the exchange for (check stock first on the website). If there is a pending balance for or against you, we will contact you to pay it off.
To return the products you bought online, send us back the parcel following the instructions below. Once we receive it, we will issue a refund (not including initial shipping costs) to the same payment method used originally, and you will receive a confirmation email.
Who assumes the cost and risk of the return by mail?
The customer will bear the cost and risk of shipping in case of a return or exchange. We recommend using a shipping company that provides you with a tracking number and insurance service.
If the product your received is faulty or damaged, contact us at sending pictures of the damage, we will give you instructions to return it and we will assume the cost of return.
Can I go to the store in Barcelona and return a product I bought online?
You can drop off the items you want to return at our store along with your printed invoice, and we will pass them to the online department which will review their state. If they don't show any signs of wear, we will process the refund to the same payment method originally used (it may take a few days to show in your account, depending on your bank entity).
Can I go to the store in Barcelona and exchange a product I bought online?
If you want to make an exchange for a different size (not product), you may do so immediately at our store, as long as the price does not vary, we have the item in stock, and you bring your printed invoice.
If you want to exchange for a different product, you may drop off the item at our store with your printed invoice, request a refund and then make a new purchase.
How should I pack my returned order?
Items should be sent in appropriate packaging to ensure they don't get damaged in transport, preferably in the same packaging originally sent, accompanied by the returns form. If it is shoes, they MUST be returned in a box, don't use plastic bags as they will get damaged. Products MUST be in their original condition, unused and with any additional items you may have received (tags, stickers, boxes, laces). 12 Pulgadas does not take responsibility for damages that may occur during the transport of your return.


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