Refund policy
General Information
At TRASTO, all products are made to order or according to the customer’s specifications. This means that each product is individually produced once the order has been confirmed and payment has been received.
Due to the nature of these products, we do not keep permanent stock, and each order is manufactured specifically for the customer.
For this reason, we recommend carefully reviewing all order details before completing the purchase, including product characteristics, dimensions, finishes, shipping address, and any other relevant information.
Right of Withdrawal
In accordance with Article 103.c of Royal Legislative Decree 1/2007 (General Law for the Protection of Consumers and Users), the right of withdrawal does not apply to contracts for the supply of goods made according to the consumer’s specifications or clearly personalized.
As the products offered on this website are made to order and according to each customer’s specifications, the customer acknowledges and accepts that returns and cancellations are not permitted once the order has been confirmed.
It is therefore the customer’s responsibility to ensure that all order information is correct before completing the purchase.
Order Cancellation
Once the order has been placed and payment confirmed, production may begin immediately.
For this reason, order cancellations are not accepted once confirmed, except in cases where production has not yet started. In such exceptional cases, the customer must contact customer service as soon as possible to verify whether cancellation is still possible.
Defective, Damaged or Incorrect Products
If the customer receives a defective product, a product damaged during transport, or a product that does not match the order, this must be reported within 48 hours of receiving the order.
The customer must contact customer service at hello@mytrasto.com, providing:
- order number
- description of the issue
- photographs of the product and packaging, if possible
Once the issue has been reviewed and confirmed, we will proceed to:
- replace the product
- repair the product where possible
- or issue a refund
In these cases, TRASTO will cover all return, collection or replacement costs.
Conditions for Handling Claims
To properly process any claim, the customer must retain:
- the original packaging
- the product in the condition in which it was received
- any documentation related to the order
The company may request additional information or visual evidence to verify the condition of the product before authorizing a replacement or refund.
Variations in Handmade or Made-to-Order Products
Due to the nature of made-to-order products, slight variations in color, finish, texture or dimensions may occur compared to the images shown on the website.
These variations are inherent characteristics of the product and are not considered defects or valid reasons for return.
Additionally, colors displayed on screen may vary depending on the device or monitor settings.
Contact
For any inquiries regarding returns, incidents or claims, the customer may contact us at:
Email: hello@mytrasto.com
Company name: ELITE PACE MAKERS S.L.
