Returns and right of withdrawal
You can change your mind about most of what you buy from us. This page explains your legal right of withdrawal, which pieces it does not cover, how to send a piece back and how we refund you. It is part of our Terms of sale.
A piece that is faulty, damaged in transit or not what you ordered is not a "return": it is covered by your legal guarantee, and we pay all the costs.
1. At a glance
Sand Store pieces made on order without changes (including options listed on the site) · How long you have: 14 days from delivery (your legal right) · Who pays the return: You
Material sample packs · How long you have: 14 days from delivery (your legal right) · Who pays the return: You
Sand Store pieces changed at your request beyond the listed options · How long you have: No right of withdrawal: made to your specification · Who pays the return: Not applicable
Bespoke pieces and Production pieces · How long you have: No right of withdrawal: made to your specification (see our Service terms) · Who pays the return: Not applicable
Faulty, damaged or wrong pieces · How long you have: Covered by the legal guarantee for 3 years · Who pays the return: Us
2. How to withdraw
Tell us before the period ends, in any clear way:
Online: use the Withdraw from contract here link at the foot of every page of our site, or go straight to Withdraw from contract here. We email you an acknowledgement with the content of your withdrawal and the date and time we received it.
By email to info@blacksandlab.com.
By post to Blacksand Lab, Carrer de Fray Francisco Cabezas 13, Bajo C, 46019 València, Spain.
With the model withdrawal form in section 8 of this page (optional).
You do not need to give a reason. It is enough to send your message before the period ends. If you have your order or quote reference, include it so that we can find your order quickly.
3. Your legal right of withdrawal
This is the official information on the right of withdrawal set by Spanish and EU consumer law, completed with our details. It applies to Sand Store pieces made without changes and to material sample packs.
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 ordered several goods in one order and they are delivered separately, the period expires 14 days after the day on which you, or a third party other than the carrier and indicated by you, acquire physical possession of the last good.
To exercise the right of withdrawal, you must inform us (Bryant Creative Industries, S.L.U., trading as Blacksand Lab, Carrer de Fray Francisco Cabezas 13, Bajo C, 46019 València, Spain; telephone +34 614 412 917; email info@blacksandlab.com) of your decision to withdraw from this contract by an unequivocal statement (for example a letter sent by post or email). You may use the model withdrawal form in section 8 of this page, but it is not obligatory. You can also exercise your right of withdrawal online at www.blacksandlab.com/withdraw. If you use this online feature, we will send you an acknowledgement of receipt of the withdrawal on a durable medium (for example 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 at Carrer de Fray Francisco Cabezas 13, Bajo C, 46019 València, 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. For goods that cannot normally be returned by post, the cost is estimated at a maximum of the amount shown for your piece's size class and your zone in the table in section 5 of this page or, for freight pieces and for returns from the Canary Islands, Ceuta and Melilla, the maximum stated in your quote or order confirmation.
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.
4. Pieces you cannot return
By law, there is no right of withdrawal for goods made to the consumer's specifications or clearly personalised (Article 103(c) TRLGDCU; Article 16(c) of Directive 2011/83/EU). At Blacksand this means:
Sand Store pieces with a change you ask for that is not one of the options listed on the site, for example a different size or proportions, a second material, another finish or another configuration;
Bespoke pieces, designed for you;
Production pieces, printed from your own files;
any other piece that your quote describes as made to your specification.
Before you order, we tell you clearly whenever a piece is in this category, and you confirm this expressly and separately in writing when you accept your quote. These pieces still have the full 3-year legal guarantee: if they are faulty or not as agreed, you are fully protected.
Sand Store pieces that we make on order for you without changes, including with options listed on the site, are not in this category: you have the 14-day legal right of withdrawal.
If you commissioned a Bespoke design as a consumer, your right to withdraw from the design service is explained in our Service terms.
5. Sending a piece back
Tell us first. Write to us or use our withdrawal form before you send anything. We send you packing and shipping instructions for your piece within 2 working days. If you have not heard from us by then, send it to the return address below.
Packing. Our pieces are heavy and can chip. Please pack the piece as it arrived: in its original crate or box, with the inserts and protection in place. We recommend that you keep the original packaging until the withdrawal period ends. Use a tracked and insured service and keep your proof of sending. You are responsible for packing the piece adequately: if it arrives damaged because it was not packed adequately, we may reduce the refund by the loss of value, as explained in section 6.
Return address: Blacksand Lab, Carrer de Fray Francisco Cabezas 13, Bajo C, 46019 València, Spain.
Return costs. You pay the direct cost of returning the piece. The table shows the maximum cost of returning a piece with the tracked, insured carrier we recommend, by size class (weight and size as packed). Your quote or order confirmation tells you which class your piece is in. If you choose another carrier, you pay what it charges.
Small parcel: up to 10 kg and longest side up to 100 cm · Spain (mainland and Balearic Islands): €30 · European Union: €75 · UK, Switzerland, Norway: €120 · Rest of the world: €200
Large parcel: any other parcel up to 30 kg with a longest side up to 150 cm · Spain (mainland and Balearic Islands): €60 · European Union: €150 · UK, Switzerland, Norway: €240 · Rest of the world: €400
Freight pieces are pieces over 30 kg or longer than 150 cm as packed, sent by pallet or two-person delivery. For these, and for returns from the Canary Islands, Ceuta and Melilla, the maximum return cost is stated in your quote, or at checkout, before you pay, and repeated in your order confirmation.
Collection of freight pieces. If you ask, we can arrange the collection of a freight piece for you, at the cost stated in your quote or order confirmation, on a date we agree with you within 14 days of your withdrawal. You pay that cost and, if you agree, we deduct it from your refund.
From outside the EU. A return from outside the European Union must be declared to customs as returned goods. Please ask us before you send it, so that we can give you the right paperwork and you do not pay import charges by mistake.
6. Refunds
What we refund: the full price of the piece and the standard delivery cost you paid for it. If you return only some of the pieces in an order, we refund the difference between the delivery you paid and the delivery for the pieces you keep. We do not refund the extra cost of a faster or premium delivery option you chose instead of our standard delivery.
When: within 14 days of the day you tell us you are withdrawing. We may wait until we receive the piece back or you send us proof that you have sent it, whichever comes first.
How: to the same payment method you used, unless you expressly agree to another one. If you paid by bank transfer, we refund to the account you paid from, so please confirm its IBAN when you withdraw. You pay no fees for the refund.
Import charges: we cannot refund import VAT, duties or customs fees paid in your country; your local customs office can usually refund them for returned goods.
Reduction for handling. You can handle and inspect the piece as you would in a shop. If the piece comes back with a loss of value caused by more than that (for example it has been installed, fixed, drilled, marked, scratched or chipped, it shows marks of use such as wax or ash, or parts or fixings are missing), we may reduce the refund by that loss of value. We photograph the condition of the piece when it arrives and explain any reduction to you, with the photos.
7. Cancelling before dispatch
For any piece with a right of withdrawal, you can withdraw at any time from the day the contract is made until the end of the withdrawal period, including before we dispatch your order. We then refund everything you paid, including delivery, within 14 days.
Pieces made to your specification have no right of withdrawal. If you need to change or cancel one, talk to us: section 6 of our Terms of sale explains what we keep and what we refund.
8. Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract. Copy the text into an email, or print it, fill it in and post it to us. You can also use our online form: Withdraw from contract here.
To: Bryant Creative Industries, S.L.U. (Blacksand Lab), Carrer de Fray Francisco Cabezas 13, Bajo C, 46019 València, Spain, info@blacksandlab.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.
€158/kg