Returns & complaints
Notice: this text is a carefully drafted template for the Remolque Caballos online shop. The company identity, address, registration and VAT number are those on the public register. Still to be filled in before publication: share capital, the president's name, the phone number, the insurer and the consumer ombudsman. Have the text reviewed by a lawyer afterwards — only then is it fit for use. This English version is a translation for information; the French text is the binding one.
What to do if a product is non-conforming, damaged or subject to withdrawal, and a reminder of the statutory guarantees available to you.
Two distinct situations
A return may fall under two different regimes, which do not confer the same rights:
- Withdrawal: you change your mind, with no reason to give, within fourteen days. Return costs are yours. See the “Right of withdrawal” page.
- Statutory guarantee: the product is non-conforming or defective. Return and remedy costs are ours.
Statutory guarantee of conformity
The seller is required to deliver goods that conform to the contract and is liable for any lack of conformity existing at the time of delivery (articles L217-3 et seq. of the French Consumer Code).
You have two years from delivery of the goods to bring a claim. During that period you do not have to prove the lack of conformity: it is presumed to have existed on the day of delivery.
You may choose between repair and replacement, subject to the cost conditions in article L217-12. If neither is possible, you may obtain a price reduction or rescission of the sale.
Guarantee against hidden defects
Independently of the guarantee of conformity, you may rely on the guarantee against hidden defects under article 1641 of the French Civil Code. In that case you may choose between rescission of the sale and a price reduction, in accordance with article 1644 of the Civil Code.
The claim must be brought within two years of discovering the defect.
What is not a defect
Wood is a natural product. The following variations are normal and do not constitute a lack of conformity:
- Differences in colour, bark and grain between logs or between batches
- Star-shaped drying cracks on the end grain, which are in fact a sign of correct drying
- Size variations within the stated tolerance for the length ordered
- Traces of moss or lichen on the bark, with no effect on combustion
Moisture readings
A measurement record accompanies every delivery. If you find a moisture content higher than stated, measure on a freshly split log rather than the outer face, then send us a photo of the meter together with the order number. A moisture content above the stated figure is a lack of conformity and gives rise to replacement or a price reduction.
Opening a complaint
Write to contacto@remolquecaballos.com quoting the order number, the nature of the problem and, if possible, photographs. We reply within two working days and tell you how to proceed before anything is sent back.
Do not ship anything without telling us first: an unannounced return cannot be matched to your file.
Return address
EQUIVAN REMOLQUES, S.L., returns department, Polígono Industrial El Pinar, nave 14, 41500 Alcalá de Guadaíra (Sevilla), España
Refunds
Refunds are made using the same means of payment as the order, unless you expressly agree to another means. They are made no later than fourteen days after the goods are received back or after proof of their dispatch.
Mediation
If our answer does not satisfy you, you may refer the matter free of charge to the consumer ombudsman whose details appear in the legal notice, within one year of your written complaint at the latest.
Last updated: 30 July 2026