Returns policy

This is a courtesy translation. Only the Spanish version of this document is legally binding.

This page brings together, in a single document, your rights as a consumer if a product is not in conformity and your right to withdraw from the purchase. It forms part of the General Terms of Sale and does not replace them.

Legal guarantee

As a consumer you have the right to be protected for a period of time against existing defects or lack of conformity of the products:

This mandatory guarantee entails a series of rights that you may exercise:

Repair Replacement Price reduction Termination of the contract

Repair and replacement

If the product has defects or does not conform to the one you purchased, you may choose between repair or replacement, provided that one of these two options is not objectively impossible or disproportionate or cannot be carried out due to the characteristics of the products. Due to the characteristics of the products offered on our website, repair of the product will not be a viable option. The replacement option, for its part, will have the following characteristics:

  • Replacement:
    • You may not choose replacement in the case of non-fungible products (not replaceable because they are unique), nor in the case of second-hand products.
    • It will be free of charge, as will the costs related to it, in particular shipping costs and costs relating to labour and materials.
    • It will be carried out within a reasonable time and without major inconvenience, taking into account the nature of the products and their purpose.
    • From the moment you request the replacement, the guarantee period is suspended until we deliver the new product to you. The new product does not have a new guarantee period; instead, the initial one continues to run.
    • If the new product still does not conform to the one originally purchased, you may choose: its repair (unless this proves disproportionate), the price reduction or the termination of the contract (both explained below).

When you hand over the product to us to be replaced, we will give you a receipt stating the date of delivery and the defect. When we deliver the new product to you, we will give you another receipt with the date of delivery.

Price reduction and Termination of the contract

  • Price reduction
    • You may exercise this right when you cannot choose repair or replacement and in those cases in which these have not been carried out within a reasonable time and without major inconvenience.
    • It will be proportional to the difference between the value of the product that is not defective or that conforms to the one purchased and the value of the defective product or the product that does not conform to the one purchased.
  • Termination of the contract
    • You may not exercise this right if the lack of conformity is of minor importance.
    • In all other cases, you may exercise it when you cannot choose repair or replacement and in those cases in which these have not been carried out within a reasonable time and without major inconvenience.

For how long do I have these rights?

New products: 2 years from the date shown on the invoice or purchase receipt, or on the delivery note if this is of a later date. You must always take into account the characteristics and nature of the products offered as well as their expiry date, which determines the deadline for their optimal consumption and for preserving all of their properties and characteristics.

How do I exercise them?

You must contact us at the following email address ProResolveEU@azur-gn.com or by calling 976 866 314, where we will tell you how to proceed.

Please note that:

You must inform us of the defect or lack of conformity within 2 months from the moment you become aware of it, since you will be liable for any damages caused to us by the delay in your notification. However, you retain the rights mentioned above.

The product is deemed not to have a defect, or to conform to the one purchased, provided that:

  • It matches the description given by THE COMPANY and has the qualities indicated on this Website.
  • It is fit for the purposes for which products of the same type are ordinarily intended.
  • And it presents the usual quality and performance of a product of the same type that may reasonably be expected, taking into account the nature of the product and, where applicable, any public statements we may have made about the specific characteristics of the products.

Statutory right of withdrawal

In accordance with Real Decreto Legislativo 1/2007, de 16 de noviembre, por el que se aprueba el texto refundido de la Ley General para la Defensa de los Consumidores y Usuarios y otras leyes complementarias (Spanish consolidated Consumer Protection Act) (hereinafter, “Real Decreto 1/2007”), if you qualify as a consumer, as that term is defined in that legislation, you will have the right to withdraw from the sale within 14 calendar days from receipt of the products that are the subject of the sale, without having to justify your decision and without any penalty whatsoever, unless the sale relates to any of the products and/or services excluded by Real Decreto 1/2007, which include:

– The supply of sealed goods which are not suitable for return for health protection or hygiene reasons and which have been unsealed after delivery.

In the case of the products offered on our website, it is important that, for health and hygiene reasons, they are returned in a way that guarantees such conditions; for this reason you may exercise your right of withdrawal as follows:

How do I exercise my right?

  • You must notify your decision to withdraw from the contract of sale by means of an unequivocal statement sent by email to the address ProResolveEU@azur-gn.com or by post to the address Avd. de la Transición Española, 24, 28108, Alcobendas, stating your contact details, the order reference, the delivery date and a photocopy of your DNI/NIF (Spanish national identity card/tax number). For this purpose, you may use this model withdrawal form.
  • THE COMPANY will contact you to arrange the return of the items subject to withdrawal.

To comply with the withdrawal period, it is sufficient for the communication regarding the exercise of that right to be sent before the corresponding period expires.

In the event of withdrawal in accordance with this Clause, THE COMPANY will refund to you all payments received in relation to the purchase subject to withdrawal, including any delivery costs you may have paid corresponding to the cheapest shipping option offered, no later than 14 days following the day on which THE COMPANY receives the communication indicated above. However, the costs of returning or sending the products back to our premises will be borne by you.

THE COMPANY may make that refund using the same means of payment you used for the initial purchase transaction unless another means of payment is expressly agreed. Notwithstanding the foregoing, THE COMPANY may withhold the refund until it has received the goods subject to the sale or until you have provided proof of their return, whichever condition is met first.

The items must be in perfect condition, just as they were sent, and with their corresponding label and seal, so that they cannot pose a health risk once returned. They must be returned in packaging that duly guarantees their protection in transit.

No refund will be made if the product has been used or handled, if it has suffered any damage or if that product is not returned with the corresponding original seal that preserves its wholesomeness and hygiene.

Customer service

In any event, for any incident or complaint you may send an email to the address ProResolveEU@azur-gn.com or call 976 866 314. Within 24/48 h (business days) we will attend to you and provide a response. As a consumer you may request official complaint forms at the registered office of THE COMPANY.

This draft was last modified on August 31, 2026.