Returns Policy

At Recover Foundation, Hospitals for Africa We want you to be satisfied with your purchase. Every order you place helps support our mission, enabling hundreds of people to access quality healthcare, which is why we work to offer quality products and a personal service.

If, for any reason, you need to return an item, we provide a simple and transparent process.

Right of withdrawal

If you have made a purchase in our online store, you can exercise your right of withdrawal within a period of 14 calendar days from receipt of the order, without the need to justify the reason.

To exercise this right, you can write to us at pedidos@fundacionrecover.org communicating to us unequivocally your decision to withdraw from the purchase. To facilitate the management of the return, we recommend indicating:

First name and surname.
Order number.
Product or products you wish to return.
Reason for return (optional).
Collection or delivery address, if necessary to process the return.

You may also use the model cancellation form available in our Terms and Conditions, although its use is not mandatory.

Once we have received your request, we will provide you with the necessary instructions to make the return.

2. Return conditions

Products must be returned in the same condition in which they were received and, in particular,:

Without having been used.
In perfect condition.
With its original packaging, whenever possible.
With all tags and accessories included.

The buyer shall be responsible for any diminished value of the goods resulting from handling other than what is necessary to establish their nature, characteristics and functioning. In such a case, Fundación Recover may reduce the amount of the refund by the corresponding amount of said diminished value.

Returns costs

If you change your mind

Return shipping costs will be borne by the buyer.

If the product has a defect or we have made a mistake

If the item arrives defective, damaged during transit or does not correspond to the order placed, Recover Foundation, Hospitals for Africa it shall bear all costs arising from the return and, as appropriate, shall offer:

the product substitution;
the repair, where possible;
or a full refund of the amount paid.

4. Refund

In the event of withdrawal, Fundación Recover will refund the payments received corresponding to the returned products, including, where legally applicable, the costs of standard delivery. If the Customer voluntarily chose a delivery method more expensive than the standard one offered, the additional cost of such method shall not be compulsory to refund. If the order was collected and no shipping costs were paid, there will be no delivery costs to refund.

The refund will be made without undue delay and, in any event, within 14 calendar days following the date on which Fundación Recover is informed of the decision to withdraw. However, Fundación Recover may withhold the refund until it has received the goods or until the purchaser has provided sufficient proof of their return, whichever occurs first.

The refund will be made using the same payment method used for the purchase, unless expressly agreed otherwise and provided this does not generate costs for the buyer.

5. Products that cannot be returned

The right of withdrawal shall not apply in the cases legally provided for and, in particular, when they apply to products marketed by Fundación Recover:

Customised or made-to-order products.
Sealed goods that are not suitable for return for health protection or hygiene reasons and whose seal has been broken after delivery.
Perishable goods.
Gift cards or digital products

Where any exception to the right of withdrawal applies, this will be clearly informed of prior to purchase.

6. Delivery or collection issues

If your order arrives damaged or you notice any issues upon receipt or, in the case of collection, you observe any problem with the product, we recommend that you inform us as soon as possible and, preferably, within 48 hours following delivery or collection, attaching photographs of the condition of the package and the product. This will allow us to handle the issue more quickly.

7. Our commitment

Every purchase made in our store helps to drive the projects of Recover Foundation, Hospitals for Africa. Therefore, we encourage you to contact our team before initiating a return if you have any questions or concerns. In many cases, we can offer a quick and satisfactory solution, while also reducing the environmental impact associated with transportation.

Our goal is for your experience to be positive, always maintaining the balance between quality service, compliance with regulations, and commitment to our mission.

8. Protection of personal data

To manage returns, cancellations and incidents, Fundación Recover will process the data you provide us with or that are included in the order, such as your name and surname, contact details, order number, product affected, status of purchase as a guest, delivery method (shipping or pickup), country or region of delivery (currently Spain), province indicated on the form (currently Madrid), delivery or pickup address if necessary, payment details strictly necessary to verify the transaction or process the refund and, if you request an invoice, the tax details you provide to us.

If the product arrives damaged, incorrect, shows a lack of conformity, or needs to be inspected for its condition, we may ask you for photographs of the package or product, shipping receipts, proof of return, or other reasonable documentation. We will only request the information necessary to assess the situation and offer you a solution, avoiding asking for data that is unnecessary or especially sensitive.

We will use this data to process your request, confirm the order and payment, arrange the return, collection or shipment when appropriate, check the product status, process the refund, repair or replacement, issue an invoice if you have requested one, communicate with you, prevent errors or fraud and comply with our legal obligations.

We will retain the data for as long as necessary to manage your request and, subsequently, for the periods required by fiscal, accounting, consumption and rights protection regulations. For detailed information about the responsible party, purposes, legal bases, recipients, international transfers, retention periods and rights, please consult the latest Privacy Policy published on the Recover Foundation website.