Returns and Refunds Policy

1. Digital products

At CuevasEcom, the products sold through our store are digital products, including, but not limited to, Shopify templates, online store themes and designs, downloadable ZIP files, digital resources, customization files and explanatory videos related to our products.

Since these are digital products, there is no physical item that can be returned. For this reason, returns and refunds are governed by the following provisions and applicable law.

Products available at CuevasEcom are digital in nature and are supplied through downloads, email or other digital delivery systems.

Once an order has been placed and the digital content has been made available to the customer, refund requests based solely on a change of mind, lack of interest, personal expectations, a decision not to use the product or any other reason unrelated to a lack of conformity of the purchased content will not be accepted, provided that the applicable legal requirements have been met.

Before purchasing, we recommend carefully reviewing the product description, its features, included content, file formats and technical requirements necessary for its use.

2. Right of withdrawal and digital content

Under the rules applicable to distance contracts, the right of withdrawal may not apply to certain digital content that is not supplied on a tangible medium when the established legal requirements are met.

In particular, for the exception to the right of withdrawal to apply, the customer may be required to:

• Give prior and express consent for the supply of the digital content to begin during the withdrawal period.
• Expressly acknowledge that, once supply begins under the legally prescribed conditions, they lose their right of withdrawal.
• Receive the relevant contractual confirmation on a durable medium, where required by applicable law.

Where these requirements have been met and the supply of the digital content has begun, the right of withdrawal may no longer be available.

The mere purchase of a digital product does not automatically result in the loss of the right of withdrawal. CuevasEcom will comply with applicable legal requirements and consumers' non-waivable rights.

3. Damaged, incorrect or inaccessible files

If the purchased file is damaged, unreadable, does not correspond to the product purchased or has a technical issue that reasonably prevents its use, the customer may contact us.

After reviewing the issue, and where appropriate, we may:

• Provide the purchased file again.
• Replace a defective file with a correct version.
• Resolve access or download issues.
• Provide technical instructions to resolve the issue.
• Apply a price reduction or issue the corresponding refund where legally required and where the lack of conformity has not been remedied through the legally prescribed measures.

Solutions will be provided in accordance with the applicable legislation on digital content and services.

4. Product different from the one purchased

If you receive a ZIP file, template, explanatory video or other digital content that differs from the product specified in your order, you should contact us so that we can verify the purchase.

Once the issue has been verified, we will provide the correct content or take the appropriate action in accordance with applicable law.

5. Download issues

Occasionally, issues may arise related to the device, browser, internet connection, email settings or available storage space.

Before requesting assistance, we recommend checking the following:

• That the email address used during the purchase is correct.
• That the delivery email is not in your spam, promotions or junk folders.
• That there is sufficient storage space on your device.
• That you are using an up-to-date browser.
• That your internet connection is stable.
• That the ZIP file has been downloaded correctly and that you are using a compatible application to extract it.
• That your device and Shopify version are compatible with the requirements stated for the purchased product.

If you are still unable to access the purchased content after performing these checks, you can contact CuevasEcom so that we can try to resolve the issue.

6. Change of mind

Refunds will not be granted solely because the customer changes their mind after purchase when the product has been correctly supplied, conforms to the published description and no other legal right to a refund applies.

This may include situations such as:

• "I no longer need the template."
• "I have changed my mind."
• "I have decided not to create my online store."
• "I am ultimately not going to use the product."
• "I thought it would be different," where the product matches the advertised features and content.
• "I did not know how to install the template," where the relevant requirements and features were properly disclosed before purchase.
• "I no longer want the product after downloading it," where supply has properly begun and the applicable legal requirements have been met.

This provision does not limit consumer rights where there is a lack of conformity, a breach of contract or any other circumstance that legally entitles the customer to a remedy or refund.

7. Product description and features

Before making a purchase, customers should review the description and features published on the relevant product page.

For Shopify templates, the product information may specify, where applicable:

• The type of template or design included.
• The files supplied and their format.
• The available features and sections.
• Installation and configuration requirements.
• The stated compatibility with Shopify and the relevant features.
• The availability of explanatory videos or other supplementary resources.
• Any relevant limitations that should be known before purchase.

Images and representations used to present products are illustrative where appropriate. The actual content supplied will be the content described on the product page for the purchased item.

Personal expectations that are not supported by the advertised features do not, by themselves, constitute a lack of conformity.

8. Products containing multiple files

Some CuevasEcom products may include more than one ZIP file or several complementary digital resources.

For example, a purchase may include one file containing the Shopify template and another separate file containing explanatory videos about its installation or use, provided this is stated in the product description.

Customers should review which files are included before completing their order.

Partial refunds will not be granted for elements of a digital bundle that the customer chooses not to use, provided that the bundle has been correctly supplied and conforms to the advertised description, without prejudice to any rights that may apply in the event of a lack of conformity.

If any included file has an issue, the customer may report it so that we can review the matter and offer an appropriate solution.

9. Access and delivery of content

Access to digital products may be provided through direct downloads, email, a downloads page, a customer account or another digital delivery system used by CuevasEcom.

If you do not receive the purchased content, you should contact us so that we can check your order and the delivery status.

Failure to receive an email does not necessarily mean that the order has not been delivered. We may therefore check the available order records and delivery system before determining the appropriate solution.

If it is confirmed that the content has not been properly made available to the customer, we will take the necessary measures to fulfil our legal obligations.

10. Assistance and refund requests

Requests relating to damaged files, incorrect files, access issues or possible lack of conformity should be sent to our customer support team.

To help us handle the issue, we recommend including:

• The name used during the purchase.
• The email address used for the order.
• The order number.
• The name of the purchased product.
• A detailed description of the issue.
• Screenshots or other information that may help identify the issue, where possible.

This information will help us locate the order and provide a solution more quickly.

11. Time limit for reporting issues

We recommend reporting any issue relating to the download, access or functionality of digital content as soon as possible after it is discovered.

Prompt reporting allows us to check the file, order and delivery system in order to try to resolve the issue appropriately.

This recommendation does not establish an additional claim period or reduce any time limits or rights granted to consumers under applicable law.

12. Approved refunds

Where a refund is legally required, it will be issued using the same payment method used for the purchase, unless applicable law permits or requires another solution.

The time required for the amount to appear in the customer's account may depend on the bank, payment service provider and payment method used.

Where legally appropriate and where a lack of conformity can be remedied by bringing the digital content into conformity, we may offer correction, replacement or renewed delivery of the content before applying other remedies, in accordance with the requirements established by applicable law.

Where applicable, bringing the content into conformity will be carried out at no cost to the consumer and within the legally required time limits.

13. Checks for possible fraud or misuse

CuevasEcom may review refund requests for the purpose of preventing fraud and abusive use of the digital purchase and delivery system.

These checks may include reviewing the order, delivery status and information relating to the reported issue, within the limits of applicable law.

These checks will not affect the consumer's rights or prevent legitimate claims from being processed.

14. Consumer legal rights

Nothing in this Returns and Refunds Policy is intended to exclude, limit or replace the rights granted to consumers and users under applicable law.

In particular, where digital content does not conform to the contract, consumers may be entitled to request that it be brought into conformity and, in certain circumstances, a price reduction or termination of the contract with the corresponding refund.

The application of the exception to the right of withdrawal for digital content is subject to compliance with the relevant legal requirements.

This policy will be interpreted and applied in accordance with applicable legislation, including Spanish and European consumer protection laws.

15. Contact

If you have any issue with a digital product purchased from CuevasEcom, you can contact us through the following channels:

• Email: cuevas.ecommerce.info@gmail.com
• Instagram: @cuevas.ecom

To help us handle your request, we recommend including your order number, the email address used for the purchase and a description of the issue.

We will review your request and respond with the appropriate solution in accordance with the conditions of the purchased product and applicable law.

CuevasEcom — Shopify templates and digital resources.