Returns & Refunds

1. Right of withdrawal (14 days)

Consumers (B2C) have a right of withdrawal of 14 calendar days from the day you (or a third party you designate, other than the carrier) take physical possession of the goods — or, if your order is delivered in several consignments, of the last of them (art. 104 TRLGDCU) —, pursuant to Articles 102-108 TRLGDCU and Directive 2011/83/EU. To exercise it, send the model form (reproduced in our General Terms §8) or any unambiguous statement to info@bmdecor.es. Goods must be returned within 14 days of that notice, in their original condition. Refunds are processed via the same payment method, within 14 days of receiving the goods.

The direct cost of return shipping is borne by the consumer unless we expressly waive it — we bear it only for faulty, damaged, mis-tinted or wrong items. After the 14-day withdrawal window, unopened and untinted stock may still be returned within 30 days by prior arrangement, refunded at 70% of the item value with return shipping paid by the customer. Returns address: Calle Dublín 21, 29670 Marbella, Spain.

2. Paint-specific exceptions (art. 103 TRLGDCU)

The 14-day right of withdrawal does not apply to the following products, expressly excluded by Article 103 TRLGDCU:

• Paint sold in colour (art. 103.c) — all paint is tinted or supplied to a specific colour code, base or finish chosen by the customer, so it cannot be returned for a change of mind. This includes an untinted "white base" colour, in-store mixed colours and any non-standard cut-to-measure wallpaper. Non-tinted primers, tools, wallpaper and Orac Décor can be returned for a change of mind under the conditions above. Faulty, damaged, mis-tinted or wrong items keep their full statutory guarantee rights regardless.
• Opened paint tins (art. 103.e) — products that, for hygiene or safety reasons, cannot be returned once unsealed. A value reduction may apply if the seal is broken; only intact, unopened goods are refunded in full.
• Wallpaper rolls cut from larger stock (art. 103.c) — treated as made-to-measure products.

We recommend ordering a sample before committing to a full container, especially for custom-tinted finishes which are non-returnable. On-screen colour rendition is indicative only and depends on monitor calibration and ambient lighting.

3. Faulty products & legal guarantee (3 years)

Under Articles 114-127 TRLGDCU as amended by Royal Decree-Law 7/2021, consumer goods are covered by a three-year statutory conformity guarantee from delivery. To claim, write to info@bmdecor.es stating your order number and providing photographic evidence of the defect. Remedies follow the statutory hierarchy: first repair or replacement, then proportionate price reduction or contract termination. Any commercial guarantee offered by the manufacturer is in addition to, not in place of, this statutory guarantee. Please report goods damaged in transit as soon as you can — reporting within 48 hours of delivery, with a photo or video, the batch/lot number and proof of purchase, speeds up the resolution (a later report never forfeits your guarantee rights). A defect means lumps, curdled or separated paint that will not mix back smooth; a skin or film on the lid is natural once a tin is opened and is not a defect.

4. Professional customers (Pros)

The 14-day right of withdrawal and the 3-year statutory conformity guarantee do not apply to B2B orders. Custom-tinted paint and project-specific orders are non-returnable. Unopened and untinted stock returns may be accepted within 30 days by prior arrangement, refunded at 70% of value with return shipping paid by the customer. Trade accounts enjoy order priority and may qualify for volume-based reduced rates; contact your account manager or call +34 951 127 003.

5. Complaints & dispute resolution

We are committed to swift resolution of any issue. You can raise a complaint through the channel your relationship with us began on (your account on this site or your order email), by email to info@bmdecor.es, by telephone on +34 951 127 003, or by post or in person at Calle Dublín 21, 29670 Marbella (Málaga). We will normally reply within 1–2 working days and in any case within the statutory maximum of fifteen calendar days (Article 21.3 TRLGDCU).

We hold complaint forms (hojas de reclamaciones) at the consumer's disposal in our physical shop on Calle Dublín 21, per Decree 72/2008 of the Junta de Andalucía. EU-resident consumers may also use the European Online Dispute Resolution platform at ec.europa.eu/consumers/odr (Article 14, Regulation (EU) 524/2013).