Garantía legal
Three years, not two.
Spain sets the longest statutory conformity guarantee in the European Union. Writing two years here would be a shorter promise than the law requires, and would be void.
How long is the guarantee?
3 years from delivery, for every piece sold on this site. That is the statutory conformity guarantee under Real Decreto Legislativo 1/2007 as amended by Ley 4/2022. It is not an extra we are offering; it is your right, and it cannot be shortened by anything written here or anywhere else.
Why this matters
Most European sellers state two years, because two years is the European minimum. In Spain the figure is three. If you have seen two years quoted for a Spanish seller, that clause has no effect.
Do I have to prove the fault was there from the start?
Not for the first 2 years. During that period any lack of conformity that appears is presumed to have existed at the time of delivery, and it is for us to show otherwise if we disagree. After that, and up to the full 3 years, the burden shifts to you.
What counts as a lack of conformity?
A piece that does not match its description, does not have the qualities you would reasonably expect of that kind of item, or fails at something we said it would do. In this category that usually means:
- a wire armature that fails or breaks through the material;
- a comb, band or clip that separates from the base;
- trim, beading or feather that detaches in normal wear;
- stitching or binding that comes away at the brim edge;
- dimensions or weight materially different from those published.
What it does not cover: damage from transporting a wide brim outside its rigid box, crushing, marks from make-up or hairspray, or ordinary wear after use. Nor does it cover shade difference between dye lots — that is disclosed on every product page as a property of the material, and it is stated before you buy rather than argued afterwards.
What can I ask for?
Repair or replacement first, at your choice, free of charge and within a reasonable time without significant inconvenience to you. We pay for return carriage on a conformity claim.
If repair or replacement is impossible, disproportionate, not carried out in a reasonable time, or would cause you significant inconvenience, you may ask for a price reduction or terminate the contract. Termination is not available where the lack of conformity is minor.
What if you stop making the piece I bought?
Spare parts and technical support remain available for 10 years from the date a piece is discontinued. For this category that means combs, headbands, pins, sprung clips, non-slip pads, grosgrain bands, and repair to trims and bindings.
Write to support@oliverhats.live with the SKU code from the product page and, if you have it, the order reference.
How do I make a claim?
Email support@oliverhats.live with the order reference, a description of the problem and a photograph if the fault is visible. We reply within one working day with a return label and, where we can tell from the photograph, a decision.
A conformity claim is not the same as changing your mind. If the piece is fine and you simply do not want it, use the fourteen-day right on Desistimiento instead.
And if we cannot agree?
Official complaint forms of the Comunitat Valenciana are available on request at no cost. We accept the jurisdiction of the Junta Arbitral de Consumo, and the European online dispute resolution platform is at https://ec.europa.eu/consumers/odr. The competent authority is the Dirección General de Consumo de la Generalitat Valenciana.