Shop Policies

1. Who you’re buying from

When you pay through our checkout, the checkout page and your card or bank statement show “Las Aguas Productions”. We are the seller your contract is with, and the business to contact about anything to do with your order:

Las Aguas Productions UG (haftungsbeschränkt)
Conrad-Blenkle-Str. 29, 2.2.9
10407 Berlin, Germany
Email: contact@lasaguasproductions.com
Phone: +49 171 9976538

Registered at Amtsgericht Charlottenburg (Berlin), HRB 280834 B. Our full company details are in our Impressum.

If a checkout page shows a different business name, that business is the seller and its own policies apply instead.

2. Prices and payment

• Prices are in euros (EUR).
• We are a small business under § 19 of the German VAT Act (UStG), so no VAT is charged.
• Shipping costs are added separately. You’ll see them in your basket and again on the checkout page before you pay.
• Payment is handled by Stripe on a secure checkout page. You can pay by card, or with PayPal where it’s offered. We never see or store your full card details.
• Your payment is taken when you complete checkout, and we email you a receipt with your order code.

3. Shipping and delivery

We can ship to Germany, Austria, Switzerland, the Netherlands, Belgium, Luxembourg, France, Spain, Italy, Portugal, Ireland, Denmark, Sweden, Norway, Finland, Poland, the Czech Republic, the United Kingdom, the United States and Canada.

• Orders usually ship within 2 working days of payment. Depending on the item, it’s posted by us or directly by the artist, so an order with several items may arrive in separate parcels. Delivery time after that depends on the destination and the postal service.
• Each store sets its own shipping options and prices, for example Germany, EU or worldwide, and some offer free pickup in Berlin. Where a store has options, you choose one in your basket before checkout: please pick the one that matches your delivery address.
• If you choose pickup in Berlin, we’ll get in touch to arrange it.
• Orders to Switzerland, Norway, the United Kingdom, the United States or Canada leave the EU, so the destination country may charge import duties or taxes on delivery. These are set by that country, not by us, and are paid by you.

4. Digital downloads

• Digital items are delivered by email: once your payment goes through, you’ll get an email with your download link.
• The link works once. After you open it, you have one hour to download your files, so open it when you’re ready to save them.
• If your link has expired or anything goes wrong, email us with your order code and we’ll send you the files.

5. Changing or cancelling an order

To change or cancel an order, email us with your order code as soon as you can. We’ll do our best to help before it ships. After that, you can still use your right of withdrawal (section 6).

6. Right of withdrawal

If you are a consumer, you have the right to withdraw from this contract within 14 days without giving any reason.

The withdrawal period ends 14 days after the day you, or someone you name other than the carrier, receive the goods. If your order arrives in several separate deliveries, it ends 14 days after you receive the last one. For digital downloads, it ends 14 days after the day you complete your purchase.

To withdraw, tell us of your decision with a clear statement, for example by email to contact@lasaguasproductions.com or by letter to the address in section 1. You can use the model withdrawal form in section 7, but you don’t have to. Including your order code helps us find your order quickly. You meet the deadline as long as you send your message before the withdrawal period ends.

What happens when you withdraw

We will refund all payments we received from you, including standard delivery costs (but not any extra cost of choosing a delivery method more expensive than the cheapest standard delivery we offered), without undue delay and at the latest 14 days after the day we receive your withdrawal. We refund using the same payment method you used, unless you expressly agree otherwise, and you will not pay any fees for the refund. We may hold back the refund until we have received the goods back, or until you have shown us proof that you sent them, whichever happens first.

Please send the goods back, or hand them over to us, without undue delay and at the latest 14 days after the day you tell us you are withdrawing. You meet the deadline if you send the goods before the 14 days are up. Send them to the address in section 1. We pay the cost of returning the goods, and we’ll arrange this with you when you tell us you’re withdrawing. You only have to pay for any loss in value of the goods if it results from handling them in a way that isn’t necessary to check their nature, characteristics and functioning.

When the right of withdrawal does not apply

• Sealed audio or video recordings, such as CDs, vinyl records and cassettes, once you have removed the seal after delivery.
• Items made to your specifications or clearly personalised for you.

7. Model withdrawal form

Complete and return this form only if you wish to withdraw from the contract.

8. Faulty, damaged or wrong items

If something arrives damaged, faulty or isn’t what you ordered, email us with your order code and a photo. We’ll replace it or refund you, and we cover the cost of sending it back. This doesn’t limit your statutory warranty rights, which apply to every order.

9. Refunds

• Refunds go back to the card or PayPal account you paid with.
• Once we’ve issued a refund, it usually takes 5 to 10 working days to appear on your statement, depending on your bank.

10. Questions

Questions about an order? Email contact@lasaguasproductions.com with your order code (you’ll find it in your receipt), or call +49 171 9976538.