The right of withdrawal is the client's right to cancel the concluded contract, thus notifying the other contracting party within the period established for the exercise of that right, without the need to justify its decision and without penalty of any kind, as as established in article 68 of Royal Legislative Decree 1/2007, of November 16, which approves the consolidated text of the General Law for the Defense of Consumers and Users and other complementary laws.

Likewise, if the customer receives an item that they consider defective, they may return it requesting its repair or replacement.

Therefore, in principle, all items purchased online or physically in the OLGA PRIETO showroom can be returned, both for freely withdrawing from the purchase and for considering the item received defective.

No refund may be made for the benefit of the Customer who has not exercised his or her right of withdrawal under the conditions of this article.

Returns of products are not accepted in Pre order, The Archive or in the case of items made according to customer specifications or clearly personalized.


In order to manage an exchange or return, you must send an email to the address indicating the following information:

  1. Order number.
  2. Date on which the order was placed.
  3. Client's full name.
  4. Telephone contact.
  5. Specific item to return, in case of orders containing several items.
  6. Reason for return, in case of defects.

Within a maximum period of 48 business hours from receipt of the return request, and unless incidents are detected in the data provided, OLGA PRIETO will inform you of its approval by responding to the return request email, starting from the which you will have to manage the shipment of the article.

In the event that the return of the product by the Customer is due to an error by the Company, such as a missing product in the order or a manufacturing defect of the product, the Company agrees to refund, in addition to the purchase price of the product, the shipping costs incurred by the Customer for the delivery of the product.

The Client must communicate the error by email to the address within a maximum period of 48 hours from receipt of the order.


It is essential that the products you are returning have not been used, otherwise no exchange or return can be made. The packages must contain the complete packaging and in perfect condition, with everything you found inside.

It is not necessary to include any withdrawal form, simply a copy of the printed order form. If you do not have a printer, you can simply include a sheet that collects by hand the data indicated in the previous section, already advanced by e-mail.

The customer will choose the method through which they wish to send the items to be returned to OLGA PRIETO , with the return costs being borne by the buyer.

Keep the tracking number well, as the amount will not be refunded until the package reaches our hands and is checked. That is, it is the buyer's responsibility until it reaches us in perfect condition. In this case, once we receive your return and check the condition of the product, we will refund the amount of your order, minus the shipping costs.

All product returns must be sent to the following address: Calle Jorge Juan 37, Bajo Izqda, 28001, Madrid, Spain.


The maximum period to make an exchange or return is 14 days from receipt of the product. Returns will not be accepted outside the indicated period.


If you have opted for a refund of the purchase amount, this will be made, once the condition of the merchandise has been checked, in the shortest possible time and, at most, within the following 14 calendar days from when OLGA PRIETO receives the returned item, through the same payment method used in the purchase.

In the event that the products do not arrive in perfect condition, do not include all their parts and accessories, or do not retain their original packaging and label, OLGA PRIETO reserves the right to withhold the refund until receiving the items in the indicated conditions, or or to pay a lower amount in the return, a circumstance that will be notified to the customer.

If it is a gift that the customer wishes to return, a redeemable coupon will be issued within 6 months from the date of issuance.

If the client's option is to exchange the item, OLGA PRIETO will send the new item within 14 calendar days from receipt of the returned item, bearing the costs of the new shipment, without entailing any cost for the client.

If the customer communicates that they do not wish to make the change at the moment, they will be sent a coupon valid for 6 months from the date of issue, a period during which they can decide on the new piece to purchase.


Unfortunately, we do not assume the costs of exchanges or returns except if the reason for the same is a defect or damage to the piece received or any error for which OLGA PRIETO is responsible.

If the returned item was defective or damaged, OLGA PRIETO will resend the repaired item within a maximum period of 30 calendar days from receipt of the item, assuming the shipping costs of both the return of the defective item and the new shipment.

It is important to keep in mind that the imperfections presented by natural stones and pieces made by hand following traditional artisanal techniques will not be considered a defect, since they are part of the identity of the OLGA PRIETO product.


If you have any questions, you can contact us by sending an email to and we will be happy to assist you.