Returns & exchanges
Customised and made-to-measure products:
- The products sold by Ocre Barcelona are exclusive, made to measure and customised according to the customer’s specifications and preferences.
- For this reason, returns and exchanges are not accepted once the order has been confirmed and accepted by the customer, in compliance with the Spanish General Law for the Defence of Consumers and Users (Royal Legislative Decree 1/2007, of 16 November).
Legal warranty:
- All our products come with the 3-year legal warranty against manufacturing defects, as established by current legislation. This warranty does not cover damage caused by improper use, normal wear and tear, or external factors such as accidents, exposure to adverse conditions or damage caused by pets.
Manufacturing defects:
- In the unlikely event that the sofa presents a manufacturing defect or does not match the agreed plan and specifications, Ocre Barcelona undertakes to repair, replace or refund the price of the product, in accordance with current regulations.
- To make use of this warranty, the customer must report the defect within a maximum of 14 calendar days from receipt of the product, providing evidence (photos, descriptions, etc.) that allows the problem to be assessed.
Claims process:
- If you detect any problem with your sofa, please contact us through our customer service channels, indicating your order number and detailing the issue.
- Our team will assess the situation and offer you the best solution in accordance with current legislation and our quality commitments.
