Warranty and Returns Policy

At RAMÓN CHAO, we are committed to quality in the supply of funeral equipment and funeral supplies. Our warranty and returns policy aims to ensure clarity, trust and professionalism in all commercial operations with our customers.

We understand that, on occasion, incidents or specific needs related to delivered products may arise. Therefore, a warranty and returns policy is established in accordance with the current legal framework.

The products supplied by RAMÓN CHAO have a commercial warranty of 12 (twelve) months from the date of delivery, limited to manufacturing defects. This warranty will not be applicable in the case of wear due to normal use, damage derived from inadequate storage, incorrect handling or interventions carried out by unauthorized third parties.

In those cases where an additional warranty is offered by the manufacturer represented by RAMÓN CHAO, the specific conditions established by the corresponding manufacturer will prevail.

a) Defective or damaged product

This policy applies to items that have manufacturing defects or have suffered visible or verifiable damage during transport.

The customer has the obligation to verify the condition of the product at the time of delivery or, at the latest, within 3 working days. After this period without formal communication, it will be understood that the product has been received in accordance and without incidents.

In the event that the packaging, bundles, pallets or products show damage, deterioration, improper handling or signs of opening, the customer must:

• Record the anomalies on the carrier's delivery note in a clear manner with their signature.
• Keep the original packaging of the product complete, including labels and protections.
• Notify the incident to RAMÓN CHAO within a maximum period of 24 hours from delivery, by email, attaching clear and detailed photographic evidence of the condition of the package and the affected product.

Failure to comply with any of these conditions may result in the rejection of the claim by RAMÓN CHAO.

b) Error in order preparation

When the product sent does not match the one requested, RAMÓN CHAO will assume the costs of replacement or substitution, after validating the error. The deadline for reporting this incident is 3 days from delivery.

For a return to be accepted, the following conditions must be met:

• Return request within the established period.
• Product in perfect condition, unused, not damaged, with its original packaging and accessories that may accompany the item.
• Inclusion of the corresponding invoice or delivery note.
• The product must not have been personalized or manufactured to order for the customer, except for changes due to manufacturing defects in a direct and demonstrable manner of responsibility of RAMÓN CHAO.

RAMÓN CHAO expressly reserves the right to proceed, preferably, to the repair or technical adjustment of those items that present defects or incidents attributable to manufacturing, as long as such intervention guarantees the full restoration of the functionality, safety and original conditions of the product.

This action will take priority over other solutions such as the replacement of the item.

Repairs will not entail any cost for the customer exclusively when they are carried out within the applicable warranty period and the cause of the incident is directly and demonstrably attributable to a manufacturing defect attributable to RAMÓN CHAO or the manufacturer. Cases derived from improper use, incorrect handling, defective installation, wear due to normal use, lack of maintenance, customer negligence, or any other cause not attributable to RAMÓN CHAO are expressly excluded from this coverage.

1. Request: the customer must contact in writing (devoluciones@ramonchao.com) indicating the invoice or delivery note number, product code, reason for return and, if necessary, attach photographs. Any attempt to return without this prior communication will not be accepted.
2. Evaluation: the Customer Service team will evaluate the request within a maximum period of 48 working hours.
3. Authorization: if the request is accepted, the customer will be provided with the corresponding logistical instructions.
4. Shipping: the product must be sent to the address indicated by RAMÓN CHAO, assuming the transport costs uniquely and exclusively in those cases in which the return is justified in accordance with the conditions established in this Warranty and Returns Policy, and the incident is attributable to a manufacturing defect or logistical error attributable to RAMÓN CHAO or the manufacturer.
5. Inspection: after receiving the product, its condition will be verified. If everything is in order, the repair or replacement will be proceeded with.

• Returns outside the established periods will not be accepted.
• Cancellations of orders or returns of products that have been personalized for the customer, manufactured by specific order or that are part of indivisible assemblies or batches will not be admitted.
• Rejection of merchandise without justified cause will not be considered a valid return.
• RAMÓN CHAO reserves the right to reject returns if the product shows use, damage or improper handling.

Customer Service Department
devoluciones@ramonchao.com
Contact phone: +34 96 575 75 36
Monday to Friday, from 8:00 to 16:30.