Returns policy

Here we explain how to return or exchange a product bought at The Joker House, what deadlines apply to you, who pays the shipping costs and when you get your money back. This policy forms part of our terms of sale and does not affect the rights the law grants you as a consumer.

1. Your right of withdrawal: 14 days

You have 14 calendar days from the moment you receive your order to withdraw from the purchase, without having to justify your decision and without any penalty whatsoever.

The period runs from the day on which you, or the person you nominate, take delivery of the product. If a single order contains several items that are delivered separately, the period starts on the day you receive the last of them.

It is enough for you to tell us your decision within those 14 days. After that you have a further 14 calendar days to get the product back to us.

2. How to tell us you are withdrawing

Write to us through the contact page before sending anything back. Tell us:

• Your order number and the date on which you received it.
• Your first name and surname, and the address you bought from.
• Which item or items you want to return and, if you feel like telling us, the reason (it is not compulsory).

We will reply confirming that we have received your request and setting out the steps to follow.

If you prefer, you can use the model withdrawal form set out in Annex B of the European consumer legislation. It is an option, not an obligation: your request is just as valid if you write to us in your own words.

3. The condition the product must be returned in

So that we can accept the return, the item has to reach us in the same condition in which we delivered it to you. Specifically:

• Unused, beyond the normal inspection you would carry out in a physical shop.
• With its original packaging, labels, accessories, instructions and documentation.
• With the seals intact, where the product comes sealed.
• Protected by its original shipping box or, if you no longer have it, by an equivalent box that prevents damage in transit.
• With a copy of the delivery note or the invoice, stating what you are returning and why.

You are liable for any diminished value of the product if you have handled it beyond what is necessary to establish its nature, characteristics and functioning.

4. Return address

Always wait for us to confirm your return before sending anything: that way we can give you up-to-date instructions and avoid the parcel going astray. Unless we tell you otherwise, the return address is:

Site Factory Digital Agency S.L. (The Joker House)
Calle Velero 26, 3.º A
28220 Majadahonda (Madrid)
España

We do not accept carriage-forward shipments that we have not authorised in advance.

5. Who pays the return costs

The direct cost of returning the product is borne by you, unless the return is due to a mistake on our part or a faulty product: in that case we cover it and arrange the collection with our courier.

6. Refunds

We refund your money within a maximum of 14 calendar days from the moment we receive the product or from the moment you give us proof that you have sent it, whichever happens first.

The refund is made using the same means of payment that you used for the purchase, at no additional cost to you.

Along with the price of the items we also refund the cost of the original standard shipping of the order. If at the time you chose a delivery option more expensive than the standard one, the extra cost of that option is not refunded. On partial returns only the price of the returned items is refunded, and the shipping is kept if the rest of the order stays with you.

7. Exceptions to the right of withdrawal

The law provides for some cases in which withdrawal is not available. These are the ones that can arise in our shop:

• Sealed products that you have unsealed and which, for reasons of hygiene or health protection, are not suitable for return.
• Personalised items or items made to your own specifications.
• Sealed sound or video recordings and computer software that you have unsealed after delivery.
• Products that have been inseparably mixed with others after delivery.

Nor can we accept items used beyond their simple inspection or damaged by improper handling. None of this affects the rights granted to you by the legislation in force.

8. Exchanges

If what you want is to exchange one item for another, write to us and we will sort it out for you. An exchange follows the same rules on condition and timing as a return: you let us know within the 14 days, you send the product back to us in the condition described in section 3 and we send you the replacement item.

9. Faulty products or wrong delivery

If you receive an item that is faulty, damaged in transit or different from the one you ordered, write to us as soon as possible through the contact page, stating:

• The order number and your customer details.
• The reference or name of the product affected.
• A photograph of the defect or the mistake, where applicable.

We will tell you which courier will come to collect it and at what time. In these cases we pay the postage: you do not have to bear any return costs at all.

If we cannot replace the product, we refund the amount paid in full, including the original shipping costs.

10. Legal guarantee of conformity

As well as the right of withdrawal, you have the legal guarantee of conformity. In Spain it covers 3 years from delivery of the product (the minimum in the rest of the European Union is 2 years) and it protects you if the item turns out not to be in conformity: it does not work as it should, it does not match its description or it lacks the qualities that could reasonably be expected.

They are two different things. Withdrawal lets you send back a perfectly good product because you have changed your mind, and it lasts 14 days. The guarantee covers defects in the product and lasts years. To make a guarantee claim, write to us explaining what is wrong with the item and we will tell you how to proceed: repair, replacement, price reduction or termination of the contract, as appropriate.

11. Customer service

For any question about returns, exchanges or guarantees, write to us through the contact page. We answer as soon as we possibly can.

Shop owner: Site Factory Digital Agency S.L., NIF B88047444, Calle Velero 26, 3.º A, 28220 Majadahonda (Madrid), España.

You can also consult our terms of sale, the privacy policy, the legal notice and the information on shipping.

Last updated: September 2026.