WITHDRAWAL, RETURNS AND EXCHANGES POLICY

1. Purpose and Scope

This Policy governs the statutory right of withdrawal applicable to online and distance sales, voluntary commercial exchanges and returns, order cancellations and the procedure for returning products marketed under the Plaça 18, Textilmallorca and devuitNature brands by Plaça 18, S.L. (hereinafter referred to as the Company).

This Policy does not replace the statutory legal warranty applicable to defective or non-conforming products. Defective products, errors attributable to the Company and transport-related incidents are governed by the separate document entitled "Legal Warranty, Defective Products, Complaints and Customer Service."

2. Difference Between the Right of Withdrawal, Commercial Exchanges and the Legal Warranty

· Statutory right of withdrawal: the consumer's right to cancel an online or distance purchase, generally within 14 calendar days, without giving any reason and without incurring any penalty, except where statutory exceptions apply.

· Voluntary commercial exchange or return: a commercial benefit that the Company may offer, particularly for purchases made in physical stores, allowing customers to exchange the size, colour or product where no defect exists. The applicable conditions must be clearly communicated and may never reduce the consumer's statutory rights.

· Statutory legal warranty: the consumer's legal protection where the product is defective, does not correspond to the order, presents a lack of conformity or where the personalisation service has not been carried out in accordance with the contract.

3. Right of Withdrawal for Online and Distance Purchases

Where the customer is a consumer and the purchase has been concluded online, by email, telephone, WhatsApp or any other distance communication channel, the customer may withdraw from the contract within 14 calendar days, without providing any reason, except in the cases expressly excluded by law and described in this Policy.

The withdrawal period shall begin on the day on which the consumer, or a third party designated by the consumer other than the carrier, takes physical possession of the product. Where an order consists of several products delivered separately, the period shall begin on the date of receipt of the final product.

No penalty may be imposed for exercising the statutory right of withdrawal. The direct costs of returning the goods may only be borne by the consumer where this information has been clearly provided before the contract was concluded.

4. How to Exercise the Right of Withdrawal

1. Send an unequivocal declaration to pl18@pl18.com, stating the decision to withdraw from the contract, together with the order number, the consumer's full name, the products concerned and contact details.

2. Alternatively, the consumer may use the model withdrawal form included in the Appendix to this Policy.

3. The Company shall acknowledge receipt of the withdrawal request on a durable medium, such as email.

4. The consumer shall return the products to the Company's address or deliver them to the collection point indicated by the Company without undue delay and, in any event, within 14 calendar days after communicating the decision to withdraw.

5. The return deadline shall be deemed to have been met if the goods are dispatched before the expiry of the 14-day period.

5. Condition of Returned Products

Consumers may handle the product only to the extent necessary to establish its nature, characteristics and functioning, in the same way as they would be entitled to do in a physical retail store. Wherever possible, the product should be returned together with its labels, accessories, instructions and original packaging, or with equivalent packaging suitable for safe transport.

The consumer shall only be liable for any diminished value of the product resulting from handling beyond what is necessary to establish its nature, characteristics and functioning. A return shall not be automatically rejected merely because the packaging has been opened, except where sealed products unsuitable for return for health protection or hygiene reasons have been unsealed after delivery.

· For non-personalised products to which the statutory right of withdrawal applies, consumers must handle the garment only to the extent necessary to verify its nature, characteristics and functioning. Washing, drying, ironing, prolonged use, the application of perfumes or deodorants, staining, alterations or any handling beyond that necessary for inspection may result in a reduction in the product's value, which may be assessed in accordance with the applicable legislation (see the Appendix "Instructions for the Use, Washing, Drying and Ironing of Personalised Products" at the end of this document).

6. Return Costs and Refunds

· Where the right of withdrawal is exercised in respect of non-defective products, the consumer shall bear the direct cost of returning the goods only if this information was clearly provided before the contract was concluded. Otherwise, such costs may not be charged to the consumer.

· The Company shall refund all amounts received, including the standard outbound delivery charges, within 14 calendar days from the date on which it is informed of the consumer's decision to withdraw.

· If the consumer has chosen a delivery method that is more expensive than the least costly standard delivery option offered by the Company, the Company shall not be required to reimburse the additional delivery cost.

· The Company may withhold reimbursement until it has received the returned goods or until the consumer has supplied satisfactory evidence that the goods have been returned, whichever occurs first.

· Refunds shall be made using the same method of payment used for the original transaction, unless the parties expressly agree otherwise, and in any event without any additional cost to the consumer.

7. Exceptions to the Right of Withdrawal

The statutory right of withdrawal shall not apply, among other legally established exceptions, to products manufactured according to the consumer's specifications or clearly personalised, to sealed products that are unsuitable for return for health protection or hygiene reasons once unsealed, or to services that have been fully performed where performance began with the consumer's prior express consent and acknowledgment that the right of withdrawal would be lost once the service had been fully completed.

For Plaça 18, Textilmallorca and devuitNature, the following shall, by way of example, be regarded as personalised products or products manufactured to the customer's specifications:

· Garments featuring logos, names, numbers, text, embroidery, printed designs, heat-transfer vinyl, screen printing or any other personalisation selected by the customer.

· Custom-made products or products adapted to the customer's specific instructions.

· Orders incorporating combinations, designs or compositions that are not part of the Company's standard stock and have been manufactured or prepared specifically for the customer.

· Design work, artwork preparation, embroidery programming, proofs or production preparations carried out in accordance with the customer's instructions.

· Orders for product models that are not part of the Company's regular inventory and have been specially ordered at the customer's request.

8. Order Cancellation Prior to Dispatch

· Non-personalised orders: may be cancelled free of charge provided they have not yet been handed over to the carrier, prepared for collection or otherwise processed for dispatch. Once dispatched, the statutory right of withdrawal shall apply where legally available.

· Personalised orders: where production has not yet commenced, cancellation may be accepted subject to deduction of any costs already incurred and duly justified, including design work, material purchases, artwork preparation, programming, proofs or production setup.

· Personalised orders already in production or completed: neither cancellation nor the statutory right of withdrawal shall apply unless the product is defective or does not conform to the contract.

9. Voluntary Exchanges and Returns in Physical Stores

For purchases made in physical retail stores, and without prejudice to the statutory legal warranty, the Company may offer voluntary exchanges subject to the following conditions:

· Commercial exchange period: 14 calendar days from the date of purchase.

· The customer must provide the purchase receipt, invoice or other valid proof of purchase.

· The product must be unused, in good condition and returned together with its labels and accessories.

· Voluntary exchanges shall not be accepted for personalised, used, altered or hygiene-sensitive products, without prejudice to the consumer's statutory warranty rights where the product is defective. Returns shall likewise not be accepted for discontinued (outlet) products or for products specially ordered for the customer that do not form part of the Company's regular inventory.

· Any refund policy, store credit or size/colour exchange policy shall be clearly communicated to the customer at the time of purchase and displayed within the retail premises.

10. Returns by Business Customers

Where the customer acts as a company, professional, association, public authority or other organisation and the purchase relates to its business activity, the statutory right of withdrawal applicable to consumers shall not apply.

Returns of non-defective products shall require the Company's prior authorisation and may be subject to a handling or restocking charge — for example, 10% — provided that this condition has been expressly agreed before the contract was concluded.

11. Transport-Related Incidents

If a parcel arrives damaged, tampered with or showing obvious signs of transport damage, the customer should notify the Company as soon as reasonably possible and provide photographs of both the packaging and the product.

Prompt notification facilitates any claim against the carrier but shall not limit, in consumer sales, any statutory rights arising from the legal warranty or from a lack of conformity.

12. Model Withdrawal Form

For the attention of: [legal entity], whose registered address is [address] and whose email address is [returns email]:

I hereby give notice that I withdraw from the contract relating to Order [order number], received on [date of receipt].

Consumer's full name: [name]

Consumer's address: [address]

Products concerned: [description]

Date: [date]

Signature (only if submitted on paper): [signature]

13. Main Legal References