Last updated: July 14, 2026
At MOLOWI, owned by GOOD MUSIC EXPERIENCE SL, we want you to be completely satisfied with your purchase. That is why we provide this return policy, which complies with the provisions of Spanish Royal Legislative Decree 1/2007, of November 16, which approves the revised text of the General Law for the Defense of Consumers and Users.
This policy applies to physical products (eyewear and accessories). For holiday rental experiences (Surf and Snow), specific conditions apply, which are detailed in section 8.
1. RIGHT OF WITHDRAWAL
In accordance with current regulations, you have a period of 14 calendar days from the receipt of the product to exercise your right of withdrawal and return the product, without the need to justify your decision.
The withdrawal period expires 14 calendar days after the day on which you or a third party indicated by you (other than the carrier) received the product.
2. CONDITIONS FOR ACCEPTING A RETURN
For the return to be accepted, the product must meet the following requirements:
Product condition: The product must be in perfect condition, unused, undamaged, scratch-free, and in the same condition in which you received it.
Original packaging: You must return the product in its original packaging, including all tags, manuals, accessories, and any other items that accompanied it.
Proof of purchase: You must include the proof of purchase (invoice or receipt) or the order number.
Customized products: Returns are not accepted for products that have been customized or manufactured to your specifications.
Intimate products: For hygiene reasons, returns are not accepted for products that have been used or that have been unsealed (e.g., sunglasses with broken hygiene seal).
3. EXCEPTIONS TO THE RIGHT OF WITHDRAWAL
Returns will not be accepted in the following cases:
Customized or made-to-measure products.
Products that, for hygiene or health reasons, are not suitable for return and have been unsealed.
Products that, by their nature, have deteriorated or expired quickly.
Physical media for digital content (e.g., CDs, DVDs) that have been unsealed.
Services already provided (e.g., holiday rental experiences already enjoyed).
4. DEADLINE FOR MAKING THE RETURN
You have 14 calendar days from receipt of the product to notify us of your intention to return it. Once the return is notified, you have another 14 calendar days to send the product to us.
5. RETURN PROCESS
To make a return, follow these steps:
Notify your intention to return: Send an email to [email protected] stating:
Order number.
Product(s) you wish to return.
Reason for the return (optional, but it helps us improve).
Wait for our instructions: We will reply with detailed instructions for the return, including the shipping address and any other requirements.
Prepare the package: Pack the product in its original packaging, include the proof of purchase, and make sure it is well protected to avoid damage during transport.
Send the package: Send the package to the address we will provide. The cost of return shipping is borne by the customer, unless it is an error attributable to MOLOWI (e.g., incorrect product, defective product).
6. RETURN COSTS
The cost of return shipping is borne by the customer (exercise of the right of withdrawal).
In case of return due to a MOLOWI error (incorrect product, defective product), MOLOWI will bear the cost of return shipping.
The refund will be made for the total amount of the product, including the initial shipping costs (in case of full order return), but excluding the return shipping costs.
7. REFUND
Once the product is received at our facilities and verified that it meets the established conditions, we will proceed with the refund within a maximum period of 14 calendar days.
The refund will be made using the same payment method used in the original purchase (credit/debit card, Bizum, bank transfer, etc.). The refund period may vary depending on your bank.
8. RETURNS FOR HOLIDAY RENTAL EXPERIENCES (SURF AND SNOW)
Holiday rental experiences (Surf in Tarifa and Snow in Sierra Nevada) are not physical products and therefore the 14-day right of withdrawal established for physical products does not apply.
Cancellations and changes to experiences are governed by the specific conditions detailed on each experience page.
In general:
Cancellation with more than 48 hours' notice: A 100% refund of the amount paid will be applied.
Cancellation between 24 and 48 hours' notice: A 50% refund of the amount paid will be applied.
Cancellation with less than 24 hours' notice: No refund will be applied.
For any questions about experience returns, contact us at [email protected].
9. WARRANTY AND DEFECTIVE PRODUCTS
If the product has manufacturing defects or arrives damaged, the 14-day return period does not apply. In these cases, please refer to our Warranty Policy, which details the procedure for defective products.
If the product arrives damaged, we recommend that you notify us within a maximum of 24 hours from receipt so that we can manage it properly.
10. CONTACT US
If you have any questions about our Return Policy, you can contact us via:
Email: [email protected]
Address: Calle Rebite, 36, 18198, Huétor Vega (Granada), Spain
