Your legal guarantee rights

Last updated: 4 November 2026

In short. If a product you bought from us is faulty or not as described, Spanish law protects you with the legal guarantee of conformity. We are responsible for faults that appear within 3 years of delivery. For faults that appear within the first 2 years, you do not have to prove that they already existed at delivery. You can ask for a repair or a replacement, free of charge and including shipping. If that is not possible or does not solve the problem, you can ask for a price reduction or a refund. These rights come from the law and apply to every purchase.

Who is responsible

Sheerwell (sheerwell.com) is run by AURORAZUX, S.L.U., a Spanish single-member limited company (sociedad limitada unipersonal). As the seller, AURORAZUX, S.L.U. is responsible to you under the legal guarantee in articles 114 to 124 of the Spanish consumer protection law (TRLGDCU).

What the legal guarantee covers

The goods you receive must:

• match the description on the product page and in your order, for example in size, colour, material and quantity;
• have the quality, durability and features that are normal for goods of the same type, taking into account what we or the producer say about them, for example in advertising or on the label;
• come with the packaging, accessories and instructions you can reasonably expect.

If they do not, the law calls this a “lack of conformity”. On this page we also call it a fault.

Examples for curtains: a tear or an open seam, eyelets coming away from the fabric, or a size that differs from the one on the product page.

How long it lasts

• 3 years from delivery. We are responsible for any lack of conformity that exists when the goods are delivered and appears within 3 years of delivery.
• The first 2 years. If a lack of conformity appears within 2 years of delivery, it is presumed to have existed at delivery, unless we prove otherwise. This presumption does not apply to faults that appear in the third year.
• Delivery date. This is the date on your invoice or receipt, or the date on the delivery note if that is later.
• No deadline to tell us. The law does not require you to tell us about a fault within a set time after you notice it. We still recommend that you contact us as soon as you can.
• Pause during a repair or replacement. The 3-year and 2-year periods stop running from the day you hand the item over to us for repair or replacement until we deliver it back to you in conformity.
• After a repair or replacement. For 1 year after we deliver the repaired or replacement item to you, we remain responsible for the fault that led to the repair or replacement.
• Written proof. When you hand an item over to us for repair or replacement, we confirm in writing the date and the fault. When we give it back, we confirm in writing the date and what we did.
• Legal claims. The time limit for bringing a legal claim is 5 years from when the lack of conformity appears.

What you can ask for

First: repair or replacement

• You choose between repair and replacement, unless the option you choose is impossible or would cost us a disproportionate amount.
• It is free of charge for you. This includes shipping, transport, labour and materials.
• We do it within a reasonable time and without significant inconvenience to you.
• If we replace the item, we take back the faulty one at our expense. You do not pay anything for normal use of the item before it was replaced.

Then: price reduction or refund

You can ask for a proportionate price reduction, or end the contract and get a refund, if:

• it is impossible or disproportionate to repair or replace the item;
• we have not repaired or replaced the item, have not done it as the law requires, or have not done it within a reasonable time;
• a lack of conformity appears despite our attempt to bring the item into conformity;
• the lack of conformity is so serious that an immediate price reduction or refund is justified;
• we have said, or it is clear, that we will not bring the item into conformity within a reasonable time.

Please also note:

• You cannot end the contract if the lack of conformity is only minor. It is up to us to prove that it is minor.
• If only some items in your order are affected, you can end the contract for those items only.
• If you end the contract, you send the goods back at our expense. We refund the price once we receive them or once you show us proof that you have sent them.
• We pay any refund for a price reduction or for ending the contract without undue delay and within 14 days at the latest. If you end the contract, the 14 days start when we receive the goods or your proof that you have sent them. We use the same payment method that you used, and we do not charge you anything for the refund. If our payment provider’s time limit for card refunds has passed, we refund you by bank transfer with your express agreement, at our cost.

How to make a claim

A simple message is enough. You can contact us through any of these channels:

Please tell us your order number, what is wrong and what you would like: a repair, a replacement, a price reduction or a refund. Photos help us understand the problem quickly, but you do not have to send them.

We confirm every claim in writing, with a reference number. We answer as soon as possible and at the latest within 15 calendar days from the day you make your claim. If we need the item back, we tell you how to send it, and we pay the shipping.

If we cannot agree

Our contact information page explains how we handle complaints. If we cannot resolve your claim, our written answer will name at least one consumer dispute resolution body that can deal with it and will say whether we will take part. This does not affect your right to go to court.

No commercial guarantee

We do not offer a commercial guarantee or an extended warranty in addition to the legal guarantee. Your rights are the legal rights described on this page.

More information

More information from the European Union: Your Europe: guarantees.