Refund policy

RETURNS AND REFUNDS POLICY

4.1 Right of Withdrawal

The Customer has the right to withdraw from the contract within 14 calendar days of receiving the product, without the need to provide a reason and without incurring any penalty.

To exercise the right of withdrawal, the Customer must send an email to sat@goodnewsco.es stating the order number and their intention to withdraw, or use our withdrawal form accessible through our website Tracking. 

 GoodNews will provide return instructions and proceed to refund the full amount paid within a maximum of 14 calendar days of receiving the withdrawal notice, provided the product has been returned or the Customer has provided proof of dispatch, whichever occurs first.


Return costs arising from the exercise of the right of withdrawal are borne by the Customer, unless GoodNews states otherwise in a specific case.


4.2 Accepted Return Reasons

Independently of the statutory right of withdrawal (see section 4.1), GoodNews establishes the following voluntary returns policy beyond the 14-day statutory period, or for cases where the Customer prefers a faster resolution. In these cases, GoodNews accepts returns exclusively when one of the following applies:


  • Product received with damage attributable to transport.

  • Incorrect item: the product received does not match the order placed.

  • Proven manufacturing defect.


Outside the 14-day statutory withdrawal period, returns are not accepted due to a change of mind, or an error in size or colour chosen by the Customer, or for any other reason not covered by the above cases.


4.3 Definition of Defective or Damaged Product

A product is considered defective or damaged if it has:


  • Dents.

  • Cracks or fractures.

  • Liquid leaks.

  • Visible problems with the lid or closing mechanism.

  • Deep scratches or damaged paintwork not attributable to use.

  • Visible imperfections not expected in a new product.


The following are NOT considered defects:


  • Minor marks or barely perceptible micro-scratches.

  • Minimal colour variations inherent to the material or manufacturing process.

  • Damage caused after delivery (knocks, drops, misuse).

  • Normal wear resulting from ordinary product use.


4.4 Condition of the Returned Product

For a return to be accepted, the product must:


  • Not have been used.

  • Retain its original packaging intact.

  • Include all accessories and components.

  • Be properly packaged for return transport.


GoodNews reserves the right to reject the return if the product is received at the warehouse in a condition different from that stated above (used, incomplete, damaged by reasons other than the original transport, or with deteriorated packaging).


4.5 Step-by-Step Return Process


  • Request: the Customer sends an email to sat@goodnewsco.es within 48 hours if the product arrived damaged, stating the order number, the reason for the return, and attaching photographs if applicable.

  • Validation: GoodNews will review the request and inform the Customer whether the return is accepted or rejected within a maximum of 2 business days.

  • Shipping instructions: if accepted, GoodNews will provide the Customer with instructions for sending the product to the warehouse. Returns sent without prior authorisation will not be accepted.

  • Receipt and inspection: Amphora receives the product and verifies its condition.

  • Confirmation: GoodNews confirms the final acceptance of the return.

  • Refund: the refund is processed to the original payment method.


4.6 Return Costs

Spain and Europe:

GoodNews covers all return costs. The Customer may choose between a full refund of the amount paid or reshipment of the correct product, after returning the incorrect or defective item.


Outside Europe:

GoodNews covers return costs. Only a full refund of the amount paid is offered, after the product is returned. If the Customer wishes to receive the product again, they must place a new order.


In all cases, prior return of the product is a mandatory requirement for processing any refund or replacement.


4.7 Refund Timeframe and Method

Once the return is validated and the product received at the warehouse, the refund will be processed within 5 to 7 business days, depending on the Customer's bank and processing by Shopify Payments. The refund will be made exclusively via the same payment method used for the purchase, for the full product amount, with no deductions.


4.8 Rejected Return

If, after inspection of the product at the warehouse, it is determined that it does not meet the conditions stated, GoodNews will inform the Customer. The Customer may request reshipment of the product at their own expense, covering the cost of the new shipment. If the Customer does not request reshipment within the period indicated by GoodNews, the product may be returned at their expense or handled in accordance with applicable law.


4.9 Exceptions and Non-Returnable Products

Regardless of the above, outside the 14-day statutory withdrawal period, the following items are not eligible for return or refund:


  • Limited edition or special launch products, unless a defect is proven.

  • Personalised products or items manufactured to the Customer's specifications.

  • Products damaged due to misuse, negligence, or an accident after delivery.


5. PRODUCT AND WARRANTY POLICY

5.1 Legal Warranty

All GoodNews products are covered by the statutory warranty which, under current Spanish law, is 3 years from the date of delivery of the product. If you receive a defective or non-conforming product, please write to us at sat@goodnewsco.es. GoodNews will arrange repair, replacement, or refund as appropriate, in accordance with applicable law.


5.2 Warranty Exclusions

The following are expressly excluded from the warranty:


  • Damage caused by incorrect, negligent, or improper use contrary to the manufacturer's instructions.

  • Natural wear resulting from ordinary product use (minor scratches, colour changes due to use, etc.).

  • Damage occurring after delivery of the product (knocks, drops, exposure to extreme temperatures, etc.).

  • Modifications or repairs carried out by the Customer or by unauthorised third parties.


5.3 Proper Use of Thermos Flasks and Accessories

GoodNews sells thermos flasks and accessories for physical use. To ensure the correct functioning and durability of the products, the Customer must follow the use and care instructions provided with each product. GoodNews is not responsible for damage resulting from improper use, exposure to extreme conditions, or failure to follow the instructions.


6. CUSTOMER SERVICE POLICY

6.1 Contact Channels

GoodNews makes the following customer service channel available to its customers: sat@goodnewsco.es


For issues related to orders, shipping, returns, or warranty, the Customer must contact us exclusively via the email address above or via  , always including the order number and a detailed description of the query or issue.


6.2 Response Time

GoodNews commits to responding to all enquiries received as quickly as possible. The estimated response time is 1 to 2 business days from receipt of the message, subject to workload and team availability.


6.3 Languages

Customer service is provided in Spanish and English.


6.4 Issue Escalation

If the issue cannot be resolved at first instance, GoodNews will escalate the case to the relevant department or to the logistics provider (Amphora), keeping the Customer informed of the status of the process at all times.


6.5 Formal Complaints

If the Customer is not satisfied with the resolution offered, they may submit a formal complaint in writing to sat@goodnewsco.es, stating the reason for the complaint, the order number, and the resolution requested. GoodNews will respond to formal complaints within a maximum of 10 business days.


The Customer may also contact the consumer protection bodies competent in their region or use the European online dispute resolution platform (ODR):

https://ec.europa.eu/consumers/odr