Refund policy
# Return & Refund Policy
Last updated: September 16, 2026
La Isleta Studio is operated by Denis Akan, C. Guillermo Gutiérrez 12, 35650 El Cotillo, Fuerteventura, Spain.
Contact: laisleta.studio@gmail.com · +34 644 324 088 (WhatsApp)
We do not ship. All products purchased online are collected at our studio.
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## 1. Painting Sessions
- **Specific-date bookings:** Our sessions are leisure services booked for a specific date and time. They are therefore not subject to the 14-day statutory right of withdrawal (Art. 103 l, Spanish Consumer Protection Act – TRLGDCU).
- **Booking fee:** The booking fee (studio fee + ceramic credit) is non-refundable.
- **Rescheduling:** You may reschedule your session **once**, free of charge, up to **48 hours** before it starts. Just email us at laisleta.studio@gmail.com.
- **Late changes & no-shows:** If you cancel or reschedule less than 48 hours before your session, or do not show up, the full booking fee is forfeited.
- **Rescheduled bookings:** A booking that has already been rescheduled cannot be rescheduled again or cancelled.
- **Ceramic credit:** The ceramic credit included in your booking can only be used during the booked session and has no cash value.
- **Cancellation by us:** If we have to cancel a session (e.g. illness or technical issues), you can choose between a free rescheduling and a full refund.
- **Collecting your pottery:** Finished pieces can be collected as described on our [Pick Up Times](https://laisleta.studio/pages/pick-up-times) page. We hold finished pieces for 4 weeks after firing.
## 2. Take-Home Painting Kits
**Collection**
- Kits purchased online are reserved for collection at our studio for **14 days** from the order date, during our opening hours (see [Pick Up Times](https://laisleta.studio/pages/pick-up-times)).
- If a kit is not collected within 14 days, we will cancel the order and issue the full amount paid as **store credit**.
- The store credit is valid for 2 years and can be used for painting sessions, take-home kits and ceramics at our studio.
- Your statutory right of withdrawal (see below) remains unaffected.
**Right of withdrawal**
- You have the right to withdraw from your purchase within **14 calendar days** from the day you collect your kit, without giving any reason.
- To exercise this right, send us a clear statement (e.g. by email to laisleta.studio@gmail.com). You may use the model withdrawal form below, but you don't have to.
- Please return the items to our studio no later than 14 days after notifying us.
**Condition of returned items**
- Ceramics should be returned unused, unpainted, unwashed and in their original condition and packaging.
- You are liable for any loss in value resulting from handling beyond what is necessary to check the items. For painted, glazed, washed or damaged ceramics, this can amount to the full purchase price.
- **Glazes** are filled into small containers and supplied **sealed**. Once the seal is broken, the glaze may be contaminated and cannot be reused. For health and safety reasons, glazes can therefore only be returned **unopened with the seal intact** (Art. 103 e TRLGDCU).
**Refunds**
- We refund all payments received within 14 days of receiving your withdrawal notice, using the same payment method you used for the purchase.
- We may withhold the refund until we have received the items back.
- You will not be charged any fees for the refund.
- Please note that it may take a few additional days for your bank or card provider to process and post the refund.
**Exchanges**
- Within the same 14-day period, unused ceramics in original condition can be exchanged for other items of equal value at our studio.
## 3. Gift Cards
- **Validity:** Gift cards are valid for **2 years** from the date of purchase.
- **Where to redeem:** They can be used for painting sessions, take-home painting kits and ceramics at our studio.
- **Withdrawal:** Gift cards purchased online can be withdrawn within 14 days of purchase, as long as they have not been redeemed (fully or partially). In that case, we refund the full amount.
- **No cash value:** After this period, gift cards cannot be refunded or exchanged for cash. Unused balances expire at the end of the validity period.
## 4. Complaints
- Official complaint forms (*Hojas de Reclamaciones*) are available at our studio.
- For any questions or concerns, contact us at laisleta.studio@gmail.com or via WhatsApp at +34 644 324 088.
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## Model Withdrawal Form
*(Complete and return this form only if you wish to withdraw from the contract.)*
To: Denis Akan, La Isleta Studio, C. Guillermo Gutiérrez 12, 35650 El Cotillo, Fuerteventura, Spain, laisleta.studio@gmail.com
I/We hereby give notice that I/we withdraw from my/our contract for the purchase of the following goods:
- Order number:
- Ordered on / collected on:
- Name of consumer(s):
- Address of consumer(s):
- Signature of consumer(s) (only if this form is sent on paper):
- Date: