Refund policy
TERMS OF SALE, SHIPPING, AND RETURNS
1. Ownership and Nature of Products
LA FLIPA S.L. (Tax ID: B67741744), Passeig del Born, 14, 08003 Barcelona, Spain. Contact: flipa.born@gmail.com. The products sold, and in particular the crystals and minerales, are unique, fragile, and of natural origin. Variations in color, inclusions, veins, or structural irregularities are inherent to their nature and shall under no circumstances be considered manufacturing defects or flaws. Given their status as one-of-a-kind pieces, replacement with identical items is not possible.
2. Shipping and Customs Management
Shipments are carried out through transport agencies (usually SEUR). A single order may be divided into several packages with independent tracking numbers. For international shipments or those outside the European Union, the customer is solely responsible for importation. All customs duties, local taxes, customs clearance fees, and documentation requirements at the destination are strictly the customer's responsibility. If a package is held, returned to origin, or destroyed by customs authorities due to the customer's lack of cooperation, non-payment of duties, or rejection of the merchandise, LA FLIPA S.L. will not issue any refund for the product amount or shipping costs. If the package is returned to the store for these reasons, the customer must pay the new shipping costs if they wish to have it reshipped.
3. Risk and Receipt of Merchandise
The customer has the obligation to actively track their shipment using the provided tracking number and be available for delivery. If the customer designates their own carrier to collect the merchandise at the store, the risk of loss or damage transfers to the customer at the moment of collection.
4. Strict Protocol for Incidents and "Delivered" Packages Not Received
Given the fragility and high value of the pieces, any incident (breakage, loss, or non-delivery) must be reported to flipa.born@gmail.com within a maximum period of 48 hours after the delivery date recorded by the carrier.Packages marked as delivered: If the carrier's tracking system indicates that the package has been "Delivered" but the customer claims not to have received it, the customer is obliged to actively cooperate with the investigation. To initiate any refund or claim process, the customer must obligatorily provide LA FLIPA S.L. with:
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A signed Sworn Statement (Affidavit) of non-receipt of the merchandise.
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A copy of the official police report filed with local law enforcement authorities in their country or city for alleged theft or mail pilferage. Without the presentation of both documents, LA FLIPA S.L. will consider the order as satisfactorily delivered and will not proceed to issue refunds or process compensation claims. The refund will remain blocked until the resolution of the case by the transport agency and its insurance company.
5. Transport Damages
If the package shows visible damage at the time of delivery, the customer must leave written evidence on the carrier's delivery receipt (or PDA) by signing it as "Damaged package / Pending inspection" (Bulto dañado / Pendiente de revisión). Without this notation, transport agencies automatically reject claims for breakage. The customer must send clear photographs of the outer packaging, inner protections, and the damaged piece within 48 hours. LA FLIPA S.L. will use this evidence to file a claim with the transport agency's insurance.
If the package shows visible damage at the time of delivery, the customer must leave written evidence on the carrier's delivery receipt (or PDA) by signing it as "Damaged package / Pending inspection" (Bulto dañado / Pendiente de revisión). Without this notation, transport agencies automatically reject claims for breakage. The customer must send clear photographs of the outer packaging, inner protections, and the damaged piece within 48 hours. LA FLIPA S.L. will use this evidence to file a claim with the transport agency's insurance.
6. Right of Withdrawal
The customer has 14 calendar days from receipt to exercise their right of withdrawal by notifying flipa.born@gmail.com. The return shipping costs and transport insurance are entirely the customer's responsibility. The product must be returned unused and with a level of packaging identical or superior to that received (reinforced protection), given its extremely fragile nature. As these are unique pieces, LA FLIPA S.L. photographically documents each mineral before shipping. Upon receipt of the return, a comparative expert appraisal will be carried out. If the returned piece shows breakages, chips, alterations, or does not exactly match the one sent, the return will be rejected, or a depreciation of up to 100% of the value will be applied, leaving the piece at the customer's disposal for collection. The refund will be made within a maximum of 14 days after the physical and favorable inspection of the piece at our facilities in Barcelona.
The customer has 14 calendar days from receipt to exercise their right of withdrawal by notifying flipa.born@gmail.com. The return shipping costs and transport insurance are entirely the customer's responsibility. The product must be returned unused and with a level of packaging identical or superior to that received (reinforced protection), given its extremely fragile nature. As these are unique pieces, LA FLIPA S.L. photographically documents each mineral before shipping. Upon receipt of the return, a comparative expert appraisal will be carried out. If the returned piece shows breakages, chips, alterations, or does not exactly match the one sent, the return will be rejected, or a depreciation of up to 100% of the value will be applied, leaving the piece at the customer's disposal for collection. The refund will be made within a maximum of 14 days after the physical and favorable inspection of the piece at our facilities in Barcelona.