1. Right of withdrawal and return period

At The Joker House, we want you to be fully satisfied with your purchase. In addition to the mandatory 14-day legal withdrawal period, we offer an extended 30-day return period from the date you receive your order.

2. General return conditions

To accept a return, the following conditions must be met:

• The product must be in the same condition as received.
• Original packaging, labels, accessories and documentation must be included.
• The item must be shipped in its original protective box, or in a similar protective box if unavailable.
• A copy of the delivery note or invoice must be included, indicating the item(s) returned and the reason.

Return shipping costs are paid by the customer, except in cases of error on our part or a manufacturing defect.

If the return is due to an error or defective item, The Joker House will cover the pickup costs and will arrange the collection through our designated courier. Returns sent freight collect without prior approval will not be accepted.

3. Refunds

Once the returned item is received and inspected, we will inform you whether a refund is approved.

Only the amount paid for the returned product(s) will be refunded. Shipping fees and additional services (e.g., gift wrapping, cash-on-delivery fees) are not refundable.

Refunds will be issued within a maximum of 30 days from the date you notified us of your withdrawal request, using the same payment method used in the original purchase.

In partial returns, only the corresponding proportional amount will be refunded.

4. Products not eligible for return

The following items cannot be returned:

• Items used beyond simple handling or inspection.
• Products damaged due to improper handling.
• Custom-made or personalized items.

This does not affect your statutory consumer rights.

5. Defective items or items sent in error

If you receive an incorrect item or a defective product, please contact us as soon as possible via: Customer Support.

You must provide the order number, customer details, product reference and a photo of the defect (if applicable).

After notification, we will inform you of the assigned courier and the pickup schedule.

If replacement is not possible, the full amount paid for the item will be refunded, including the initial delivery costs.

6. How to return an item

To make a return, follow these steps:

• Send the unused product in its original packaging to:
  SITE FACTORY DIGITAL AGENCY SL (The Joker House)
  AV. ANDALUCÍA KM 10,5 – P.I. Neisa Sur, Building 7 Office 15
  28021 Madrid (Spain)
• Include the delivery note or invoice and indicate the item you wish to return or exchange and the reason.
• Once the item is inspected and approved, we will process the refund or ship the replacement product.

7. Contact

For questions or further assistance, contact our support team via: Customer Support.

You can also review our Privacy Policy for details regarding personal data handling.