Refund policy

At Feelterps, our priority is that you are satisfied with your purchase. By placing an order in our online store, you accept the return conditions detailed below, in accordance with Spanish and European consumer regulations.

1. Right of withdrawal (merchandise and clothing)

In accordance with Royal Legislative Decree 1/2007 of 16 November, you have a period of 14 calendar days from receiving your order to exercise your right of withdrawal regarding certain products, such as:

  • T-shirts
  • Sweatshirts
  • Other merchandise/textile items that are not intimate-use or strictly hygienic

Conditions for accepting the return

  • The product must be in perfect condition, unused, unwashed, and with no signs of wear.
  • It must retain its original packaging, tags, and accessories, in the same condition in which it was received.
  • Returns will not be accepted for garments:
    • With stains, odours, tears, or obvious signs of use.
    • Handled, personalised, or altered.

Shipping costs in the event of withdrawal

  • The return shipping costs will be borne by the customer, unless the reason is our error or a manufacturing defect.
  • The refund will include the amount of the returned product. The original shipping costs are non-refundable, except in the case of an error attributable to Feelterps.

2. Glass filters and personal-use products (final sale)

For reasons of health protection and hygiene, and in accordance with article 103.e) of Royal Legislative Decree 1/2007, returns will not be accepted for:

  • Glass filters (glass tips)
  • Mouthpieces or other similar personal-use accessories
  • Any other product whose use involves direct contact with the mouth or other parts of the body, once unsealed or used

Important

  • If the packaging of these products has been opened or unsealed after delivery, the sale is considered final and returns for withdrawal will not be accepted.
  • We recommend that if you have any doubts about the dimensions, colour, or appearance of a filter or accessory, you contact us before placing your order to request more photos or information.

This does not affect your rights in the event of a defective product or damage during transport, which are governed in the following section.

3. Damaged or defective items

All our products undergo quality control before leaving our facilities. However, if you receive an item:

  • Damaged during transport, or
  • With a manufacturing defect,

we may arrange a replacement or suitable solution.

Time limit for reporting the issue

  • You must notify us of the problem within a maximum of 48 hours from receiving the order.

Required information

Send an email to feelterps@gmail.com with the subject line “RETURN” or similar, including:

  • Order number.
  • Clear photographs of the damaged or defective item.
  • Photographs of the outer packaging and shipping label.

Resolution

  • We will review the information and, if the defect or damage attributable to transport or the product is confirmed, we may:
    • Send a replacement product at no additional cost, or
    • Offer you a refund partial or full, depending on the case and stock availability.

Note: Items showing signs of misuse, impact damage, drops, or handling after delivery will not be replaced or refunded. We recommend inspecting your order as soon as you receive it and before using the products.

4. Order cancellations

  • You may cancel your order provided that it has not been processed or handed over to the carrier.
  • Once the order has left our facilities:
    • It will not be possible to cancel it.
    • In the case of products eligible for return (merchandise/textiles), you may exercise your right of withdrawal once you receive it, following the conditions in section 1.

5. Return procedure (merchandise/textiles)

If your product is eligible for return (clothing/merchandise, unused and within the time limit):

  1. Write to us at feelterps@gmail.com indicating:

    • Order number.
    • Item(s) you wish to return.
    • Reason for the return (optional, but it helps us improve).

  2. We will provide you with the shipping address and the steps to follow.

  3. Send the product:

    • In its original packaging and well protected.
    • Using a courier service with a tracking number, as the customer is responsible for ensuring that the package arrives correctly.

  4. Once received and inspected:

    • If everything is correct, we will process the refund using the same payment method used for the purchase, within a reasonable period.

6. Refunds and shipping costs

  • The original shipping costs of the order are non-refundable, except in the case of an error attributable to Feelterps or a defective product.
  • For returns due to withdrawal of merchandise/textiles, the customer assumes the cost of return shipping.
  • In the event of a manufacturing defect or our error:
    • Feelterps may cover the collection and/or reshipping costs, or indicate the most appropriate procedure to minimise costs.

7. Contact for returns

For any questions related to returns, damage, cancellations, or issues with your order, you can contact us at:

We will try to respond as soon as possible within our usual business hours.