General Terms and Conditions of Sale

These General Terms and Conditions govern purchases made through the website of DON HIERRO.

DON HIERRO, S.L.
Ctra. CV-50 Km. 3,9
46760 Tavernes de la Valldigna (Valencia), Spain
VAT Number: ESB46374765
Telephone: +34 962 822 462
Email: info@donhierro.com

Responsible for the content of this website: DON HIERRO, S.L.

All orders are shipped directly from our factory in Valencia (Spain), where all DON HIERRO products are manufactured.

Warranty | Delivery times | Payment methods | Returns and withdrawal policy | Dispute resolution

Warranty

The invoice issued by DON HIERRO, S.L. serves as proof of purchase and warranty document.

In accordance with European consumer protection legislation, consumer goods are covered by a minimum legal guarantee of 2 years from the date of delivery.

The warranty does not cover defects resulting from negligence, impacts, improper use, incorrect handling or normal wear and tear.

In the event of lack of conformity, DON HIERRO will proceed, as appropriate, with repair, replacement, price reduction or termination of the contract, in accordance with applicable legislation.

To request warranty service please contact DON HIERRO at info@donhierro.com or by telephone at +34 962 822 462.

Presentation of the invoice is required to make use of the warranty.

Delivery times

Order preparation and dispatch are estimated within 24–48 hours (working days) after confirmation of the order and, where applicable, payment confirmation.

Estimated delivery times:

24–48 hours within Spain
3–4 working days within Europe

The indicated delivery times are estimates and may vary due to logistical reasons or carrier delays.

Payment methods

Credit or debit card

Payments are processed through the secure CAIXABANK payment gateway (REDSYS infrastructure), supporting Verified by Visa and MasterCard SecureCode security systems.

PayPal

PayPal allows customers to make secure payments without sharing bank details with the online store.

Bank transfer

After placing the order online, bank details will be provided for payment by bank transfer. Orders will be shipped once payment confirmation has been received.

Returns and withdrawal policy

Before initiating any return, customers must contact our customer service team at info@donhierro.com in order to receive return instructions.

1. Right of withdrawal

In accordance with European consumer protection regulations, customers acting as consumers have the right to withdraw from the purchase within 14 calendar days from the date of receipt of the goods, without providing any reason.

The product must be returned:

In the same condition in which it was received.
Without having been used beyond what is necessary to check its nature, characteristics and functioning.
Complete and with all accessories.
With its original packaging where possible and properly protected for transport.

The customer must ensure that the product is properly packaged in order to prevent damage during return transport. Damage caused by insufficient packaging may result in a corresponding depreciation of the product.

The consumer is responsible for any diminished value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.

Documentation required for return processing

In order to verify the condition of the product before authorising the return, customers may be asked to send to info@donhierro.com:

Photographs of the complete product
Detailed photographs of the product condition
Photographs of the packaging (inside and outside)

This request does not limit the right of withdrawal and is intended solely to facilitate proper return management.

Refund: refunds will be made using the same payment method used for the purchase, unless expressly agreed otherwise. DON HIERRO may withhold reimbursement until the returned goods have been received and verified.

In case of withdrawal, return shipping costs are borne by the customer.

2. Product damaged during transport

If the product has been damaged during transport, customers should contact DON HIERRO as soon as possible. To allow the claim to be processed with the carrier, it is recommended to report the issue within 48 hours of delivery and provide:

Photographs of the outer packaging
Photographs of the damaged packaging
Photographs of the product with visible damage
A photograph of the carrier label

In such cases, the customer will not bear any costs.

3. Incorrect or non-conforming product

If the product received does not correspond to the ordered product or differs substantially from the product description on the website, the customer should contact DON HIERRO to resolve the issue.

In such cases, DON HIERRO will bear the return costs and will proceed with replacement or refund as appropriate.

4. Defective product

If the product is defective or lacks conformity during the legal warranty period, DON HIERRO will proceed, in accordance with applicable legislation, with repair, replacement, price reduction or termination of the contract.

5. Non-compliant returns

If the returned product does not correspond to the product originally shipped, is incomplete, manipulated or does not belong to the DON HIERRO brand, DON HIERRO reserves the right to refuse the return or apply the corresponding depreciation.

6. Proof of return shipment

Customers must keep proof of shipment until the return process has been completed.

We recommend carefully checking product dimensions, specifications and available finishes before placing your order.

Dispute resolution

Before initiating any formal complaint, customers are encouraged to contact DON HIERRO customer service in order to attempt an amicable resolution.

Consumers may also use Alternative Dispute Resolution (ADR) procedures in accordance with the applicable national legislation of their country of residence.

The European Commission also provides an Online Dispute Resolution platform:

https://ec.europa.eu/consumers/odr/

Last updated: 4 March 2026.