Terms of service
Terms of Service
Last updated: 12 September 2026
Who you are buying from
Ludosati.com is operated by Ludosati Sociedad Limitada, registered at Calle De Valverde 17, 3c, 28004, Madrid, Spain. VAT/IVA: ESB19831650. CIF: B19831650. Commercial Registry: Registro Mercantil de Madrid, Hoja M-826660, Inscripción 1ª.
For orders, returns or complaints, use our contact page.
These terms govern purchases of our physical leather products and use of our website. Mandatory consumer rights apply regardless of anything stated in these terms or our other policies.
Products and ordering
Read the product description, measurements and personalisation options before ordering. Check the size, delivery details and any text or specifications you provide. Leather can have natural variations, but your product must still match its description and the agreed specifications.
To order, select your products and options, add them to your cart, enter your delivery details and choose an available delivery and payment method. You can review and correct your information before submitting the order. Submitting an order involves an obligation to pay. Your purchase contract is formed when we send your order confirmation by email.
You can order through the English storefront in English. Keep your order confirmation and a copy of the terms applying to your purchase. We retain order records through Shopify; you can contact us for information about your order. Shopify also provides a customer portal for viewing orders and submitting eligible return or cancellation requests. You can access it using your email address and a verification code, without a password.
If you need to change or cancel an order, contact us promptly. Changes to personalised goods may no longer be possible once production has started. This does not limit any statutory cancellation or other consumer rights.
Prices and payment
The checkout shows the currency, product prices, applicable taxes, delivery charges and total payable before you place your order. Consumer prices include VAT where applicable. Payments are handled through Shopify Payments or PayPal, using the methods offered at checkout.
For deliveries outside the EU customs or VAT territory, local import taxes, duties or carrier clearance charges may be payable in addition to your checkout total unless expressly included. These depend on the destination and its rules.
If a product is unavailable or we discover an error affecting your order, we will contact you. We will not substitute products or charge a higher price without your agreement. If we cannot fulfil the contract, we will refund amounts due and respect any other remedies provided by law.
Promotional gifts depend on the qualifying conditions displayed with the offer. If you return an entire qualifying purchase, please include its gift. If a partial return leaves you eligible for the gift, you may keep it. Gift conditions cannot impose a penalty for exercising statutory rights.
Production and delivery
Orders ship from Spain. Production and delivery are separate stages. Our Shipping Policy explains available destinations, charges and estimated production and transit times. The delivery arrangements agreed for your order apply.
Unless a different delivery period is agreed, consumer orders must be delivered without undue delay and within 30 days of the contract. If delivery is late, you can normally give us a reasonable additional period to deliver and cancel if we do not. You may cancel immediately where the law permits, including when we refuse delivery or an agreed essential delivery deadline is missed.
For deliveries arranged by us, the risk of loss or damage remains with us until you or a person you designate, other than the carrier, physically receives the goods. If your parcel is missing, damaged or incorrectly marked as delivered, contact us so we can investigate. A carrier's delivery scan does not by itself remove your rights.
Changing your mind
For consumer purchases, you have 14 calendar days after you or your designated recipient receives the goods to tell us that you wish to withdraw from the purchase, without giving a reason. If goods from one order are delivered separately, the period runs from receipt of the last item. If the final day falls on a Saturday, Sunday or public holiday, the deadline extends to the next working day.
This right does not apply to goods made to your individual specifications or clearly personalised. Making a standard product after you order it does not, by itself, remove the right to withdraw. Personalised goods remain covered by your rights if they are faulty or do not match the contract.
You can submit eligible return or cancellation requests through our customer portal. Sign in using the email associated with your order and follow the return or cancellation steps. This is an additional route; you may also use the contact methods below.
To withdraw, send a clear statement through our contact page or write to our registered address above before the deadline. Include enough information to identify the order. The optional form below can help, but using it or obtaining our approval is not required. We will acknowledge an online withdrawal notice without undue delay in a form you can keep, such as an email.
Send the goods back within 14 calendar days after notifying us. Contact us promptly for the return delivery address; the registered address above is an address for notices and is not a confirmed parcel return address. You pay the direct return postage unless we have agreed otherwise or the law requires us to pay. We do not charge restocking or payment-processing fees.
You may inspect goods as you reasonably would in a shop. You are responsible only for any reduction in value caused by handling beyond what is necessary to establish their nature, characteristics and functioning. Missing original packaging or having tried an item does not automatically remove your withdrawal right.
When you withdraw from the whole purchase, we refund the price and the cost of our least expensive standard delivery option. Additional charges for a more expensive delivery option you chose are not refundable. We refund without undue delay and within 14 calendar days after your withdrawal notice, using the original payment method unless you expressly agree otherwise, without refund fees. We may withhold reimbursement until we receive the goods or evidence that you sent them back, whichever comes first, unless we have offered to collect them.
Our Refund Policy provides additional return guidance. The statutory rights explained here prevail over any inconsistent restriction in that policy or the Shipping Policy.
Optional withdrawal form
Use this form only if you wish to withdraw. Complete the requested details and submit them through our contact form or send the form by post.
To: Ludosati Sociedad Limitada, Calle De Valverde 17, 3c, 28004, Madrid, Spain; online notices through our contact form.
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods.
- Goods and order number:
- Ordered on / received on:
- Name of consumer(s):
- Address of consumer(s):
- Date and signature of consumer(s), with a signature required only if submitted on paper:
Delete whichever wording does not apply.
Faulty or incorrect products
Your goods must meet the contract and applicable legal standards. Under Spanish consumer law, we are responsible for a lack of conformity existing at delivery that becomes apparent within three years. A lack of conformity appearing within the first two years is generally presumed to have existed at delivery unless this is incompatible with the goods or the nature of the problem.
You can request repair or replacement free of charge, subject to the legal rules on impossibility and disproportionate cost. A price reduction or termination and refund is available in the circumstances provided by law, including where the required remedy is not provided or the defect is sufficiently serious. Termination is not available for a merely minor lack of conformity. Necessary postage, labour and materials for statutory remedies are our responsibility.
Contact us with your order details and a description of the problem. Photographs can help but do not replace or restrict your legal rights. These rights also cover personalised products and are separate from the 14-day withdrawal period.
Reviews and website use
You may submit honest reviews through Judge.me, with optional photographs or videos. Submit only content you have the right to share and obtain permission from other people shown. You keep ownership of your content and allow us to display it, with any submitted reviewer name, in the website review section. This permission does not extend to social media or advertising. Contact us to request removal.
Do not use the website to commit fraud, interfere with its operation or infringe another person's rights. Our website content does not grant a licence for commercial reproduction without permission. Personal browsing and saving information about your purchase are permitted.
Our Privacy Policy explains the handling of personal data and cookies. Accepting these terms does not constitute consent to optional tracking.
Complaints, applicable law and changes
Send complaints through our contact page or to the postal address above. You may also seek assistance from the relevant consumer authority, including the Comunidad de Madrid consumer complaints service.
Spanish law governs these terms. If you are a consumer living elsewhere, this choice does not deprive you of mandatory protections available under the law that would otherwise apply, including applicable protections in your country of habitual residence. You retain the right to bring proceedings in any court available to you under applicable consumer jurisdiction rules.
Nothing in these terms excludes liability or remedies that cannot lawfully be excluded. Updates to these terms apply to future orders and do not retrospectively change an existing purchase contract.