Refund policy
Our 30-day return policy
CARGO Store offers a 30-day return window from the date you receive your order. Contact hello@cargostore.es with your order number and the items you would like to return.
For our voluntary return policy beyond the statutory withdrawal period, items must be unworn, unwashed, unaltered and in their original condition, with their tags and original packaging. Footwear and accessories should be returned with the original branded packaging, protected inside an outer shipping box. Personalised or altered items and opened hygiene-sealed items are excluded from the voluntary policy. These conditions do not limit your statutory rights.
How to return your order
You can bring your order to either of these CARGO stores with your receipt or order confirmation:
- CARGO Barcelona — Bruc: Carrer del Bruc 22, 08010 Barcelona, Spain.
- CARGO San Sebastián: Getaria Kalea 20, 20005 Donostia–San Sebastián, Spain.
For a return by post, contact us first for instructions, then send the parcel to: CARGO Store — Returns, Carrer del Bruc 22, 08010 Barcelona, Spain. You can use your preferred courier. Keep your proof of posting. You are responsible for direct return shipping costs for a change-of-mind return. If we offer a return label, we will tell you its cost before you accept it.
Exchanges
Contact us with your order number, the item you would like to exchange and the size or item you would like instead. Exchanges depend on availability. Our team will explain the return and replacement process and any applicable delivery costs before you proceed.
Refunds
For accepted returns under the voluntary 30-day policy, we aim to process the refund within 3–7 business days after receiving and checking the items. Refunds are made to your original payment method. Your bank or payment provider may take additional time to show the credit. Store credit is an option only if you choose it. Original delivery charges are not refunded under the voluntary policy beyond the statutory withdrawal period, unless required by law or the return is due to our error or a defective product.
Your statutory right of withdrawal
For an online purchase, you can notify us that you wish to withdraw within 14 calendar days after receiving the goods, without giving a reason. Email hello@cargostore.es with a clear statement and your order details; using the form below is optional. Return the goods within 14 days after notifying us.
For withdrawal from the whole order, we refund the purchase price and the cost of standard outbound delivery, excluding any extra amount paid for a more expensive delivery option. We refund within 14 days of receiving your withdrawal notice, but may withhold the refund until we receive the goods or evidence that they have been sent back, whichever is earlier. You pay the direct cost of returning the goods. You may be responsible for a reduction in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning.
Statutory exceptions apply, including goods made to your specifications or clearly personalised, and sealed goods unsuitable for return for health or hygiene reasons when unsealed after delivery. These exceptions do not remove your rights for faulty or incorrect goods.
Withdrawal form
To: Brandscelona s.l., CARGO Store, Carrer del Bruc 22, 08010 Barcelona, Spain; hello@cargostore.es.
I hereby give notice that I withdraw from my contract for the sale of the following goods: __________.
Order number: __________.
Ordered on / received on: __________.
Consumer name: __________.
Consumer address: __________.
Date: __________.
Signature (only for a form submitted on paper): __________.
Faulty or incorrect goods
If you receive faulty, damaged or incorrect goods, contact us with your order number and, where helpful, photographs. We will arrange the appropriate remedy and cover the return costs where the problem is our responsibility. The 30-day return window does not limit your statutory rights relating to product conformity.
