Refund and Returns Policy
This page covers two different rights that are often confused. They are not the same thing and they do not have the same deadlines, so we describe them separately.
1. Right of withdrawal: 14 days, no reason needed
If you are a consumer resident in the European Union, you have the right to withdraw from your purchase within 14 calendar days without giving any reason (articles 102 to 108 of Royal Legislative Decree 1/2007). The period runs from the day you, or a third party you designate, take physical possession of the product.
To withdraw, tell us before the 14 days are up. An unambiguous statement by email to info@chachingpanel.com, or by post to Kronoset SL, Carrer Pep Ventura 67, 08810 Sant Pere de Ribes, Barcelona, Spain, is enough; you may also use the model form at the bottom of this page, but you are not obliged to. Simply sending the product back without notifying us is not recommended, but it will still be treated as withdrawal if it reaches us within the deadline.
After notifying us you have a further 14 calendar days to send the product back.
Who pays for the return
You pay the direct cost of returning the goods. We are required to tell you this before you buy, and this page is where we do. The product weighs 300 g, so boxed it is a small parcel: within the EU that is an ordinary parcel tariff, and the exact amount depends on your country and the carrier you choose. If we ever agree to cover it in a particular case, we will say so in writing.
Condition of the returned product
You may unpack and try the product, exactly as you could in a shop. You are only liable for any loss in value resulting from handling beyond what is necessary to establish its nature, characteristics and functioning. In plain terms: unboxing it, plugging it in, connecting it to your Wi-Fi and your store and using the touchscreen is fine. Returning it scratched, modified or without the parts it came with is not.
Your refund
We refund all payments received from you, including the standard outbound delivery cost, within 14 calendar days of being informed of your withdrawal. If you chose a more expensive delivery method than our standard one, we refund the standard cost, not the premium. We may withhold the refund until we receive the product back, or until you provide proof of having sent it, whichever happens first. The refund is issued to the same payment method you used, and it costs you nothing.
The one exception, and where it does not apply
The law excludes from withdrawal goods made to the consumer's own specifications or clearly personalised (article 103.c). This exception does not apply to the standard ChaChing Panel 2. Our product is printed to order for logistical reasons, not built to your specifications, so you keep your full right of withdrawal. The exception applies only to custom-branded units produced to a business customer's own design, and where it applies we say so explicitly on the quote before the order is placed.
2. Legal guarantee: three years if the product is faulty
This is separate from withdrawal and lasts far longer. As a consumer you are entitled to a legal guarantee of conformity of three years from delivery (article 120 of Royal Legislative Decree 1/2007, as amended by Royal Decree-Law 7/2021). If the product does not conform to the contract - it does not work, it does not work as described, or it fails in normal use - you are entitled to have it repaired or replaced, and if neither is possible or proportionate, to a price reduction or to terminate the contract.
During the first two years, any lack of conformity that appears is presumed to have existed at delivery and you do not have to prove it. We also keep spare parts and technical service available for 10 years from the end of manufacture, as required by article 127 bis.
Under the legal guarantee, we pay the shipping in both directions. A faulty product never costs you postage. This is the key practical difference from withdrawal.
The guarantee covers the product failing in normal use. It does not cover damage from dropping it, liquid, unauthorised modification, connecting it to a power source that does not meet the USB-C specification, or normal cosmetic wear. Because the body is 3D-printed to order, small variations in layer finish and colour between units are inherent to the process and are not defects.
To make a claim, write to info@chachingpanel.com with your order number and a short description of the fault - a photo or a short video helps enormously and usually saves a return trip. Many faults are fixed by a firmware update, which is delivered over the air and is free for the life of the product.
3. How to send something back
Do not send anything before contacting us: we will confirm the return address in writing and give you an RMA reference so your parcel can be identified when it arrives. Returns without a reference take much longer to process. Write to info@chachingpanel.com with your order number and we normally answer within one to two working days.
Please pack the product so it survives the trip, ideally in its original box. Do not post it in a padded envelope: the screen is the part that does not survive that.
4. Complaints and dispute resolution
If you are not satisfied with our response, you may address a complaint to the consumer protection authority of your region, or to a consumer arbitration body. Consumers resident in another EU country can get free assistance from the European Consumer Centre network (ECC-Net). The European Online Dispute Resolution platform ceased operating on 20 July 2025 and no longer exists, which is why no link to it appears here.
Model withdrawal form
You may use this form, but you do not have to. Copy it into an email and send it to info@chachingpanel.com.
To the attention of Kronoset SL, NIF B24749251, Carrer Pep Ventura 67, 08810 Sant Pere de Ribes, Barcelona, Spain, info@chachingpanel.com:
I hereby give notice that I withdraw from my contract of sale of the following goods:
Ordered on / received on: ______________
Order number: ______________
Name of consumer: ______________
Address of consumer: ______________
Signature of consumer (only if this form is notified on paper): ______________
Date: ______________
Kronoset SL · NIF B24749251 · Carrer Pep Ventura 67, 08810 Sant Pere de Ribes, Barcelona, Spain ·
info@chachingpanel.com
Last updated: 7 September 2026.