Withdrawal, returns, and refunds

1. Seller identification

Company: Install Beer S.L.
Tax ID (NIF/CIF): B61005526
Intra-community VAT: ESB61005526
Address: Carrer de Joaquim Valls, 109, local, 08042 Barcelona, Spain
Telephone: +34 93 346 46 56
Email: info@installbeer.com

2. Types of return

Before sending a product, it is important to identify the reason for the return, because each situation has different consequences.

3. Who can exercise the statutory right of withdrawal

The statutory right of withdrawal generally applies to consumers who buy products or contract services at a distance, for example via:

• The online store.
• Email.
• Telephone.
• Online forms.
• Other distance communication channels.

A consumer is understood to be a person acting mainly for purposes outside their trade, business, craft or profession.

Companies, professionals, distributors, installers, and other customers who contract mainly for their economic activity do not automatically have the statutory right of withdrawal reserved for consumers.

Issuing an invoice in a company’s name or entering a tax number will not by itself exclude consumer status when the real purpose of the purchase is mainly private.

4. Withdrawal period

As a general rule, the consumer has 14 calendar days to communicate their decision to withdraw, without needing to justify it.

Purchase of a product

The period begins on the day the consumer or a third party indicated by the consumer, other than the carrier, acquires material possession of the product.

Several products delivered separately

When a single order includes several products delivered on different dates, the period starts on receipt of the last product.

Product composed of several batches or parts

When delivery is made in several batches or parts, the period begins upon receipt of the last batch or part.

Recurring deliveries

In contracts for the periodic delivery of goods over a fixed term, the period begins upon receipt of the first good, without prejudice to the specific conditions of the subscription.

Services

In service contracts, the period begins on the date the contract is concluded.

Unsolicited visits

When the special regime for contracts concluded during an unsolicited visit to the consumer’s home or during an excursion organised to promote or sell products or services applies, the statutory period may be extended to 30 calendar days.

To meet the deadline, it is sufficient for the consumer to send their communication before it expires.

When the legal information on withdrawal has not been correctly provided, the period may be extended in accordance with the applicable regulations.

5. How to exercise the right of withdrawal

The consumer must clearly communicate their decision to withdraw. They may do so by:

• Email to info@installbeer.com .
• Letter sent to Carrer de Joaquim Valls, 109, local, 08042 Barcelona, Spain.
• Return request from the customer account, when this functionality becomes available.
• Any other clear statement that makes it possible to prove the decision.

You may use the form included at the end of this page, although its use is not mandatory.

The communication should include:

• Order number.
• Name of the purchaser.
• Affected product or products.
• Date of receipt.
• Collection address, where applicable.
• A means of contact.

Requesting a return reference helps with identification and logistics management, but is not a formal requirement for validly exercising the statutory right of withdrawal.

6. Return period and address

After notifying the withdrawal, the consumer must return or hand over the goods without undue delay and, in any event, within 14 calendar days from such notification.

The deadline will be considered met when the product has been sent before the end of those 14 days.

The ordinary return address is:

Install Beer S.L.
Returns
Carrer de Joaquim Valls, 109, local
08042 Barcelona, Spain

Before sending bulky, palletized, pressurized, fragile equipment or equipment subject to transport restrictions, the customer must contact Install Beer to receive safety and transport instructions.

Products must not be sent cash on delivery or freight collect without prior authorization.

7. Return costs

Statutory right of withdrawal

When the consumer withdraws because they have changed their mind, they must bear the direct cost of returning the goods, provided they have been previously informed of this obligation.

The consumer may choose an appropriate carrier or request Install Beer to arrange collection. If Install Beer organises the transport, its cost will be communicated in advance and may be deducted from the refund with the consumer’s consent.

Products that can be returned by parcel service

The cost will depend on the weight, volume, number of parcels, origin and service used. As an estimate, the price of an equivalent shipment from the customer’s address to Barcelona may be used, in accordance with the published shipping rates and conditions.

Bulky or palletized equipment

Refrigerators, kegerators, large towers, large dispensers, assembled sets and other products that cannot normally be returned by post may require a pallet, reinforced packaging, a tail lift or specialized transport.

The product page, checkout or quotation must indicate the estimated direct cost of return or a reasonable method for calculating it when this is legally required.

If the regulations require that this cost be communicated in advance and Install Beer has not provided such information or a reasonable estimate, the consumer will not have to bear it.

Incorrect, damaged or non‑conforming products

When the return is the result of an error attributable to Install Beer, transport damage under its responsibility or a lack of conformity, Install Beer will bear the transport costs that legally correspond.

8. Amount and timeframe of the refund

When withdrawal is validly exercised, Install Beer will refund the payments received corresponding to the products concerned.

The refund will include:

• The price of the returned products.
• The costs of the standard delivery method initially paid, where applicable.

If the consumer expressly chose a more expensive delivery method than the cheapest standard option offered, Install Beer will not be obliged to refund the surcharge for that method.

In the case of partial returns, the portion of delivery costs that is legally applicable will be refunded, taking into account the structure and cost of the original shipment.

The refund will be made without undue delay and, at the latest, within 14 calendar days from the date on which Install Beer was informed of the decision to withdraw.

Install Beer may withhold the refund until it has received the goods or until the consumer provides sufficient proof of their return, whichever occurs first.

The refund will be made using the same means of payment used for the purchase, unless the customer expressly agrees to another method and this does not generate additional costs for them.

The time it takes for the refund to appear may depend on the bank, payment gateway or provider used.

9. Product inspection

During the withdrawal period, the consumer may examine the product in a way equivalent to what they could reasonably do in a physical store.

This may include:

• Examine its appearance, dimensions and materials.
• Check the included accessories.
• Check visible connections and compatibilities.
• Carry out the minimum necessary operating checks.

This does not include intensive use of the product, permanent installation, using it during a commercial service, introducing beverages, chemicals or gases unnecessarily, modifying it or subjecting it to conditions that prevent it from being subsequently sold as a new product.

10. Handling and decrease in value

The consumer will only be liable for any decrease in value resulting from handling other than what is necessary to establish the nature, characteristics and functioning of the product.

There may be a decrease in value, for example, when:

• The equipment shows dents, scratches or damage caused after it was received.
• It has been used for commercial purposes.
• Cables, tubes or components have been cut.
• Drilling, welding, or modifications have been carried out.
• Permanent labels or serial numbers have been removed.
• It has been used with beverages, gases, chemicals or pressures in a way that was unnecessary to test it.
• Missing parts, accessories, or delivered components.
• The packaging or product has been subjected to avoidable handling.

Any deduction must be proportionate to the actual loss of value and may not be used as a penalty for withdrawing.

The mere opening of the packaging or reasonable loss of a seal does not in itself justify denying the right of withdrawal.

11. Packaging, accessories and preparation

For returns based on the statutory right of withdrawal, the original packaging is not an absolute requirement when it is not necessary to exercise the right. However, it is recommended to keep it because it is designed to protect the product and can prevent damage or a decrease in value.

The product must be returned:

• Properly protected for transport.
• With its accessories, parts, manuals, and documentation.
• Without liquids, drinks or residues that could spill.
• Depressurized where necessary and safe.
• Without gas cylinders, aerosols, batteries or other restricted items not authorised for the contracted transport.
• With the order number or return reference clearly identifiable.

The customer will be responsible for using suitable packaging when arranging the return directly.

If the product is damaged during return transport due to clearly insufficient packaging attributable to the customer, the corresponding loss of value may be taken into account.

12. Exceptions to the right of withdrawal

The right of withdrawal does not apply in certain cases provided for by law.

Among the exceptions relevant to Install Beer are:

• Products made to the consumer’s specifications or clearly personalised.
• Goods that may deteriorate or expire rapidly.
• Sealed products that are not suitable for return for health protection or hygiene reasons and that have been unsealed after delivery.
• Goods which, after delivery and by their nature, have been inseparably mixed with other items.
• Services fully performed once they have begun with the consumer’s express consent and with their acknowledgement that they would lose the right of withdrawal after full performance.
• Urgent repair or maintenance work specifically requested by the consumer, within the legally established limits.
• Digital content not supplied on a tangible medium when its performance has begun with express consent and acknowledgement of the loss of the right.

An exception will only apply when its requirements are actually met and the customer has received the legally required prior information.

The withdrawal exception does not remove the right to claim when the product is defective, incorrect, unsafe, or does not meet the agreed specifications.

13. Services, installations and repairs

The consumer generally has 14 calendar days to withdraw from a distance service contract.

Start during the withdrawal period

When the consumer requests that an installation, repair, cleaning, maintenance, call-out or technical service begin before the withdrawal period has ended, Install Beer may request:

• Your express request for early start.
• Acknowledgement that you will lose this right once the service has been fully performed.

If the consumer withdraws after the service has begun but before it has been completed, they must pay, where legally applicable, the proportional amount corresponding to the part actually provided.

Service fully performed

The right of withdrawal may lapse when the service has been fully performed and its commencement took place with the required consent and acknowledgement.

Urgent repairs

When a consumer specifically requests a visit for urgent repair or maintenance, the exception will be limited to the urgent work requested and the necessary replacement parts.

Additional services or non-essential goods offered during the visit will remain subject to the right of withdrawal where legally applicable.

14. Custom and made‑to‑order products

Goods manufactured or prepared according to the consumer’s specific requirements or clearly personalized may be excluded from withdrawal.

For example:

• Columns manufactured to special measurements.
• Customized equipment with logo, color or finish.
• Furniture or structures manufactured for a specific space.
• Components cut or modified in accordance with instructions.
• Sets configured in a unique way for a project.

The fact that a product is ordered from a supplier or is not normally in stock does not automatically make it customized. The exception will apply only when the legal requirements are met.

For special non-customized products, the return may be subject to the legal right of withdrawal when the buyer is a consumer and no other exception applies.

15. Voluntary commercial returns

Outside the statutory right of withdrawal, Install Beer may voluntarily accept certain returns.

A commercial return does not constitute an automatic right unless it has been expressly offered in the product page, promotion, quotation or order confirmation.

To assess a commercial return, the following may be taken into account:

• The time elapsed since delivery.
• That it is a standard product and normally marketed.
• That it has not been installed, used or modified.
• That it retains all its components and packaging.
• That it can be resold in suitable condition.
• The actual costs of transport, inspection and reconditioning.
• The return conditions imposed by the manufacturer.

Install Beer will communicate the conditions in writing before the client sends the product.

A campaign or product may include an additional commercial period. In that case, the specific conditions stated in the offer will apply.

This policy does not establish a general 30-day extension for all purchases.

16. Businesses and professionals

Purchases made primarily for a business or professional activity do not have the statutory right of withdrawal granted to consumers.

Install Beer may accept a B2B return for convenience when it considers this commercially viable and has confirmed it in advance in writing.

These returns may be subject to:

• That the product is standard and has not been used.
• That it is kept complete and in suitable packaging.
• That it has not been specially ordered, manufactured, or modified.
• That the customer bears the transport costs.
• That actual costs for inspection, refurbishment, handling or restocking by the manufacturer, previously communicated, are deducted.

Refusal of a return for convenience does not limit the professional customer’s rights where there is an error, defect, breach of contract or applicable warranty.

17. Incorrect product or incomplete order

If the customer receives a different item, variant or quantity from that confirmed, they must inform Install Beer as soon as possible.

It is recommended to provide:

• Order or invoice number.
• SKU or reference received.
• SKU or expected reference.
• Photographs of the product and label.
• Photographs of the packaging where useful.

When the error is attributable to Install Beer, collection, replacement, shipment of the correct reference, delivery of missing units or refund will be arranged, as appropriate.

The client will not bear the costs necessary to correct an error attributable to Install Beer.

18. Damage during transport

If the packaging shows impacts, openings, moisture, punctures, deformation or visible damage, it is recommended to:

1. Record the incident on the carrier’s delivery note.
2. Take photographs of the packaging before opening it.
3. Photograph the shipping label.
4. Keep the protections and packaging.
5. Report the incident to Install Beer as soon as possible.

Prompt communication facilitates the claim to the carrier, but the absence of an immediate note does not automatically remove the consumer’s legal rights against Install Beer.

Damaged products must not be disposed of, installed or repaired before receiving instructions, unless this is essential to avoid a risk.

Install Beer may request photos, videos, checks or a reasonable inspection to determine the extent of the damage.

19. Defective or non-conforming product

A breakdown, original defect or failure to meet the agreed characteristics must be reported as a possible lack of conformity or warranty issue, not as a simple withdrawal.

In these cases, it is not required that the product remains unopened or unused when its use has been reasonably necessary to detect the issue.

Install Beer may request reasonable technical information, such as:

• Order, invoice or serial number.
• Detailed description of the issue.
• Installation and operating conditions.
• Photographs or videos.
• Pressures, temperatures, connections, or configurations used.
• Basic diagnostic tests.

When there is a covered lack of conformity, bringing the product into conformity will be free of charge for the consumer under the terms provided by law, including the necessary transport costs.

Full information can be found at Statutory warranty and after-sales service .

20. Return procedure

1. Contact Install Beer. Indicate the order number, product and reason.
2. Identify the type of return. Install Beer will confirm whether it is a withdrawal, commercial return, transport issue, error or warranty claim.
3. Receive instructions. The appropriate address, documentation and means of transport will be provided.
4. Prepare the product. It must be securely packed and include all components.
5. Send or deliver. The customer may use a suitable carrier or coordinated collection where applicable.
6. Receipt and inspection. Install Beer will verify the identity, condition and contents of the product.
7. Resolution. The applicable refund, replacement, repair or other solution will be carried out.

Physical receipt of the product does not in itself imply acceptance of any commercial return, nor does it limit the customer’s legal rights.

If the customer is not satisfied with the handling or solution offered, they may file a complaint in accordance with the procedure described in Customer service, complaints and claims .

21. Rejected parcels and failed deliveries

Refusing a parcel with the carrier or failing to collect it does not necessarily amount to a valid notice of withdrawal.

The consumer must clearly communicate their decision to withdraw so that it can be properly processed.

When an order is returned due to an incorrect address, repeated absence, lack of documentation, unjustified refusal or non-payment of import charges, Install Beer will contact the customer.

The actual and reasonable costs caused by an incident attributable to the customer may be deducted when legally applicable and after prior notice.

This provision does not allow a penalty to be imposed for the valid exercise of the right of withdrawal.

22. International returns

Returns from another country must be coordinated in advance in order to select an appropriate carrier and correctly prepare the documentation.

European Union

Consumers residing in other Member States will retain the mandatory protections to which they are entitled under the applicable regulations.

Non-EU countries and territories

The return may require a pro forma invoice, declaration of returned goods, tariff classification and export or re‑import documentation.

The customer must not send the product without instructions, because incorrect documentation may generate taxes, duties, storage charges or customs holds.

The allocation of costs will depend on the reason for the return, the customer’s status, the applicable regulations and the agreed delivery conditions.

In B2B operations subject to an Incoterm, the allocation of responsibilities established for the transaction will be taken into account.

23. Model withdrawal form

The following form may be used to communicate withdrawal, although its use is not mandatory:

24. Frequently asked questions

Do I have to give a reason for returning the product?

Not when you validly exercise the statutory right of withdrawal. Indicating the reason can help improve the service, but it is voluntary.

Are the costs of the first shipment refunded?

Yes, where legally applicable, up to the amount of the cheapest standard shipping option offered. The surcharge for a more expensive option voluntarily chosen will not be refunded.

Who pays for the return shipping?

In a withdrawal due to a change of mind, normally the consumer, if previously informed. If the product is incorrect, defective or arrives damaged under Install Beer’s responsibility, Install Beer will bear the corresponding costs.

Can I return an opened product?

Opening the product does not automatically remove the right. The consumer may examine the product, but may be liable for any loss of value caused by handling beyond what is necessary.

Do I need the original packaging?

It is not always a legal requirement for withdrawal, but it is recommended to keep and use it because it protects the equipment and helps prevent damage.

Can I return equipment that I have already installed?

Installation does not automatically exclude withdrawal when the product is not exempt, but it may result in a reduction in value or in dismantling and transport costs if handling goes beyond what is necessary to inspect it.

Can I return a custom-made product?

Products manufactured according to particular specifications or clearly customized may be excluded from the right of withdrawal. This exclusion does not affect defects or non-compliance.

Can companies return products?

They do not have the statutory right of withdrawal granted to consumers. Install Beer may voluntarily accept a B2B return under conditions agreed in advance.

When will I receive the refund?

The refund will be made without undue delay and within the statutory period, although it may be withheld until the product or sufficient proof of its return has been received.

25. Contact

To request a withdrawal, return, collection or to report an incident:

Install Beer S.L.
Carrer de Joaquim Valls, 109, local
08042 Barcelona, Spain
Telephone: +34 93 346 46 56
Email: info@installbeer.com
Form: Contact Install Beer

To make an inquiry, request tracking or file a claim related to a return or refund, please see: Customer service, complaints and claims .