Refund & Cancellation Policy
TRLGDCU · EU Consumer Rights Directive 2011/83/EU · Omnibus Directive 2019/2161/EU
Fecha de entrada en vigor / Effective date: 1 July 2025
This policy sets out the refund and cancellation rights applicable to services and products supplied by CasaTech Valencia, S.L. It is designed to comply with Royal Legislative Decree 1/2007 (TRLGDCU), the EU Consumer Rights Directive 2011/83/EU and the Omnibus Directive 2019/2161/EU.
1. Scope
This policy applies to all CasaTech clients — both consumers (individuals acting outside their professional activity) and businesses. Consumer clients have the enhanced rights provided under the TRLGDCU. Business clients are subject to the terms agreed in their contract and, in the absence of express terms, the Spanish Commercial Code and Civil Code.
2. Right of Withdrawal (14 days)
A consumer Client may withdraw from a contract concluded at a distance (by phone, email or via the website) or off our business premises within 14 calendar days of the date the contract was formed, at no cost and without giving any reason (Arts. 102–106 TRLGDCU). To exercise withdrawal, notify us at concierge@casatechvalencia.com before the deadline expires, stating your name, quote/contract number and your clear wish to withdraw. We will acknowledge receipt. Exception: If a consumer Client expressly requested that work begin during the withdrawal period and confirmed this in writing, CasaTech may retain a proportionate amount of the price corresponding to work already carried out at the time withdrawal is notified (Art. 107.3 TRLGDCU).
3. Refunds for Unexecuted Work
If the Client pays a deposit and the contract is not executed through causes attributable to CasaTech, the Client is entitled to a full refund of the amount paid within 14 days of confirmation that execution is impossible. If non-execution is attributable to the Client (e.g. repeated failure to provide property access), CasaTech may retain an amount covering costs and preparatory work incurred, which will be itemised in writing.
4. Return of Equipment
Equipment and materials once incorporated into the property cannot be returned except in the case of a conformity defect (see Warranty Policy). Equipment purchased but not yet installed may be returned, on request, within 14 days of delivery to the Client, provided it is in original, unused condition. CasaTech will manage the return to the manufacturer or distributor in accordance with their own return policies. CasaTech does not cover return shipping costs for non-defective equipment when withdrawal is at the Client's wish and not attributable to CasaTech.
5. Refund Timescales
Approved refunds will be processed by the same payment method used by the Client within 14 calendar days of approval, unless another method is expressly agreed. For withdrawals within the statutory 14-day period, the refund is processed within 14 days of receiving the withdrawal notification.
6. How to Request a Refund
• Email concierge@casatechvalencia.com with the subject line "REFUND REQUEST".
• Include: full name, quote/invoice number, reason for the request and payment details for the refund.
• CasaTech will acknowledge receipt within 2 business days and resolve the request within 14 days.
• If the request is declined, we will inform you in writing with reasons.
7. Complaints
If you are dissatisfied with how your request was handled, you may contact the Valencia Municipal Consumer Information Office (OMIC) or access the EU Online Dispute Resolution platform at https://ec.europa.eu/consumers/odr.