Last updated: 4 November 2026
In short. You can withdraw from your purchase within 14 days of receiving the goods, without giving any reason. Tell us by email, by letter, with the online “Withdraw from contract here” link or with our model form. Any clear statement is enough. Send the goods back within 14 days of telling us. You pay the direct cost of sending them back. We refund everything you paid, including standard delivery, within 14 days of your notice, using your original payment method. If an item is faulty or not as described, the legal guarantee also protects you, and you pay nothing to send it back. See your legal guarantee rights. This summary does not replace the full text below.
Sheerwell (sheerwell.com) is run by AURORAZUX, S.L.U., a Spanish single-member limited company (sociedad limitada unipersonal). In this policy, “we” and “us” mean AURORAZUX, S.L.U. This policy applies to purchases that consumers make on this website.
Withdrawal information
This section uses the official EU model instructions on withdrawal.
Right of withdrawal
You have the right to withdraw from this contract within 14 days without giving any reason.
The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods.
If you order multiple goods in one order and they are delivered separately, the withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the last good.
To exercise the right of withdrawal, you must inform us (AURORAZUX, S.L.U., Calle Camino Viejo de Leganés 85, 28019 Madrid, Spain, email hello@sheerwell.com) of your decision to withdraw from this contract by an unequivocal statement (e.g. a letter sent by post or email). You may use the attached model withdrawal form, but it is not obligatory. You can also exercise your right of withdrawal online at https://sheerwell.com, using the “Withdraw from contract here” link at the bottom of every page. If you use this online feature, we will send you an acknowledgement of receipt of the withdrawal on a durable medium (e.g. by email), including its content and the date and time of its submission, without undue delay.
To meet the withdrawal deadline, it is sufficient for you to send your communication concerning your exercise of the right of withdrawal before the withdrawal period has expired.
Effects of withdrawal
If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.
You shall send back the goods or hand them over to us or AURORAZUX, S.L.U. (Sheerwell returns), Calle Camino Viejo de Leganés 85, 28019 Madrid, Spain, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired.
You will have to bear the direct cost of returning the goods.
You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.
Withdrawing online
You can withdraw online with the “Withdraw from contract here” link at the bottom of every page of our website. The link is available from the moment you place your order until the withdrawal period ends. You do not need to sign in. It takes two steps:
- You enter your name, your email address (we send our confirmation there) and your order number, say whether you are withdrawing from the whole order or only some items, and press the “Continue to review” button.
- You check your details and press the “Confirm withdrawal” button.
We then email you an acknowledgement without delay. It shows the content of your withdrawal and the date and time you sent it.
Your withdrawal counts from the moment you send it. It does not need our approval. Using the online function is optional: you can still withdraw by email, by letter or with the model form.
How to send the goods back
- Where to: AURORAZUX, S.L.U. (Sheerwell returns), Calle Camino Viejo de Leganés 85, 28019 Madrid, Spain
- When: within 14 days of telling us that you are withdrawing. It is enough to send the parcel before the 14 days end.
- Cost: You pay the direct cost of the return, and you choose the carrier.
- Collection: we do not collect returns from your address.
- Proof of sending: please keep the carrier’s receipt or tracking number. If you send it to us, we will not wait for the parcel to arrive before refunding you.
- Packing (a request): please pack the goods carefully, in their original packaging if you still have it, and add a note with your order number. This helps the parcel arrive in good condition and helps us find your order quickly. It does not affect your right of withdrawal.
Condition of the goods
You may handle the goods as you would in a shop, to see what they are like and check that they work.
For curtains, this means you may unpack and unfold them, check the colour, fabric and size, and hang them up briefly to see how they look. Please do not wash, cut or hem them, do not remove the labels, and do not use them as your everyday curtains.
If you handle the goods more than this, you keep your right of withdrawal, but we may reduce your refund by the loss in value that this causes. Opening the packaging does not, on its own, reduce your refund. If we make a deduction, we will tell you the amount and the reason by email.
Exceptions
You can withdraw from the purchase of any of our curtains. They are ready-made in standard sizes, not made to measure, so the legal exception for goods made to your specifications does not apply. Opening the packaging does not remove your right of withdrawal.
If a product is ever excluded from the right of withdrawal, we will say so clearly on its product page before you order.
Refunds
- We refund all payments you made for the order, including the standard delivery cost. If you chose a delivery option that costs more than our least expensive standard delivery, we do not refund the extra cost.
- We refund you within 14 days of the day we learn of your withdrawal. We may wait until we have received the goods back, or until you have sent us proof that you have sent them, whichever comes first.
- We use the same payment method that you used for your order, unless you have expressly agreed to another one. You do not pay any fees for the refund.
- If our payment provider’s time limit for card refunds has passed and we can no longer refund your card, we will ask for your express agreement and refund you by bank transfer instead. We pay any costs of the transfer.
- If we do not refund you within these 14 days, Spanish consumer law allows you to claim double the amount owed, plus compensation for any further damage beyond that amount (article 76 of the TRLGDCU).
Exchanges
We do not offer direct exchanges. If you would like a different size or colour, please withdraw from your purchase as explained above and place a new order. This does not apply to faulty items: if an item is faulty, you can ask for a replacement under the legal guarantee.
Faulty, damaged or not as described
This page is about changing your mind. If an item is faulty, damaged or not as described, you also have rights under the legal guarantee of conformity, both during the 14 days and after them. You can ask us to repair or replace it free of charge, including shipping, and in some cases you can ask for a price reduction or a refund. You do not pay any return costs in these cases. See your legal guarantee rights.
If your parcel arrives damaged, please contact us. The goods are our responsibility until you, or a person you name other than the carrier, receive them. We will replace the goods or refund you. Our shipping policy has more details.
Questions
If you have any questions about returns, email us at hello@sheerwell.com or use our contact form. All our contact details are on our contact information page.
Model withdrawal form
(complete and return this form only if you wish to withdraw from the contract)
- To AURORAZUX, S.L.U. (Sheerwell), Calle Camino Viejo de Leganés 85, 28019 Madrid, Spain, hello@sheerwell.com:
- I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*)/for the provision of the following service (*),
- Ordered on (*)/received on (*),
- Name of consumer(s),
- Address of consumer(s),
- Signature of consumer(s) (only if this form is notified on paper),
- Date
(*) Delete as appropriate.
You can also open the form on its own page to print it: model withdrawal form.