How to return items bought online or in-store in Spain – what are the customer’s rights? (2025)

If you’ve ever tried returning something in Spain and been told “no devoluciones,” you’re certainly not alone.

Whether you’re shopping online or in-store, knowing your rights can save you stress, time and money. Here’s a factual breakdown of Spain’s return laws, so you can shop more confidently.

Spanish in-store returns

If you bought something in a physical shop in Spain and simply changed your mind, you may be out of luck when it comes to returning it.

According to Administracion.gob.es, “Unless they are defective, there is generally no statutory right to return products (to exchange them for others or to obtain a refund of the amount paid) bought in a commercial outlet. Nevertheless, many commercial outlets are willing to allow customers to return or exchange products during a fixed period, on submission of the receipt for the purchase. To do this, it is necessary to provide evidence of the purchase, or check the outlet’s policy on returns.”

This means there is no automatic right to a refund or exchange unless the product is defectuoso (faulty). Still, many stores offer a política de devoluciones voluntaria (voluntary return policy) within a fixed timeframe, usually requiring a receipt.

Always check the store’s posted policy (política de devoluciones) before buying.

Returning items ordered online in Spain

Under EU and Spanish law, if you buy something online, by phone, or from a travelling salesperson (contrato a distancia), you have a 14-day cooling-off period known as the plazo de desistimiento.

As stated on Europa.eu,

“If you buy a product or service online, by phone or from a seller at your doorstep (in legal terms a ‘distance contract’ or ‘off-premises contract’) you have the right to withdraw. This means you can cancel the contract within 14 days without providing any justification (the ‘cooling-off period’). For goods this means 14 days from the date of delivery, for services 14 days after the day the contract was agreed. If the cooling-off period expires on a non-working day, your deadline is extended until the next working day.”

Some EU countries extend this to 30 days in cases of unsolicited doorstep selling, but Spain applies the standard 14-day period. The 14 days start from the delivery date of the product (fecha de entrega) or the date the service was agreed. The seller must also provide a formulario de desistimiento (cancellation form).

Exceptions to the cooling-off period include:

• Billetes de avión y tren (plane and train tickets)
• Entradas de conciertos (concert tickets)
• Reservas de hotel (hotel bookings)
• Bienes personalizados (custom-made items)
• Contenido digital descargado (downloaded digital content), if the download has started and you consented to waive the right.

How to cancel a purchase made online or off-premises

You must notify the seller of your decision before the plazo de desistimiento expires. After that, you have 14 more days to return the goods.

According to Administracion.gob.es, the buyer “alone must meet the direct costs of returns, unless the provider offers to meet them or has not informed the consumer of this obligation to pay the return costs.”

If the product was faulty or the seller didn’t disclose the return cost, you may be entitled to free return shipping.

Refunds in Spain

Once the seller receives your cancellation request, they must refund you within 14 days. However, they may delay this if the item hasn’t been returned or if you haven’t provided a justificante de devolución (proof of return).

Refunds must:

• Cover the full purchase price
• Include original delivery charges
• Be issued using the same payment method used to buy the item

Faulty goods in Spain

Under Directive (EU) 2019/771, transposed into Spanish law via Real Decreto Legislativo 1/2007, you have a mínima garantía legal de dos años (minimum two-year legal guarantee) for new goods, starting from the date of delivery.

From the delivery date:

• If a defect appears within 12 months, it’s presumed it existed at purchase
• The seller must repair or replace the item at no cost
• If neither is possible, you may request a full or partial refund.

For second-hand goods bought from professionals, the guarantee may be reduced to no less than one year, if clearly agreed at the time of purchase.

Commercial guarantees and warranties

Some retailers offer a garantía comercial (commercial guarantee), which is optional. These can provide extra services but can never override your statutory legal rights. According to Europa.eu, “If they are less advantageous than any advertised conditions, the more advantageous ones apply.”

Digital content and services

Whether you purchase digital downloads, apps, subscriptions, or cloud services, you are still protected under Directive (EU) 2019/770.

You have the right to:

• A two-year guarantee for faulty or misrepresented digital content
• Cancel the contract if the issue can’t be fixed
• Exercise these rights even if you paid with your personal data instead of money.

VAT refunds for non-EU residents

If you’re a non-EU resident (e.g. a tourist) and you bought goods in Spain, you may qualify for a VAT refund (devolución del IVA) under the régimen de viajeros (traveller scheme).

According to Agencia Tributaria,

“Citizens of the European Union who reside permanently in a non-EU country may also benefit from the exemption.”

To claim:

• Export goods within 3 months of purchase
• Keep the original receipt and request a factura con IVA (VAT invoice)
• Present your passport and boarding pass at departure

Where to get the latest information on returns in Spain

• Oficina Municipal de Información al Consumidor (OMIC) – your local consumer rights office
• Centro Europeo del Consumidor (CEC España) – for EU-wide consumer issues

While online buyers enjoy strong EU-wide protections, in-store shoppers in Spain rely on the store’s own policies unless the product is defective.

Have you ever had issues returning something in Spain? Let us know in the comments below.

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