Refund not received in Spain
If a company in Spain owes you a refund but has not paid, the first step is a written demand with a deadline. Most refunds are resolved at this stage.
Quick answer
- Written demand: state the amount, the reason and give 15 working days to pay.
- Evidence needed: invoice, order confirmation, proof the item was returned or not received.
- OMIC if ignored: free consumer médiation. Company must respond or face arbitration.
- Small claims: under 2000 euros you can file without a lawyer.
NAVI
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NAVI will prepare the refund demand.
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NAVI will draft the written demand and open the recovery route for your case.
Start refund claimWhat you need to recover the refund
- Invoice or order confirmation showing the amount owed.
- Proof of return or non-delivery: tracking, photos, email from company.
- Bank statement showing payment to the company.
- Dates: when you paid, when the refund was promised, how long you have waited.
- Written exchanges: emails, chat logs, any written promise of refund.
What to do first
- Write to the company with the exact amount, what it relates to and a 15-day deadline.
- Send by email with read receipt, or via their official complaint channel.
- If no reply: file with OMIC or use consumer arbitration if the company is registered.
- For amounts under 2000 euros: small claims court. No lawyer needed.
Documents and evidence
- Invoice, receipt or order confirmation.
- Photos, screenshots, emails, chat logs and tracking.
- Terms, warranty, cancellation proof and payment record.
Deadlines and risk
- Demand made only verbally or by chat: no formal record of the amount claimed.
- No proof of return or non-delivery: company can dispute the basis for the refund.
- Accepted a voucher or credit instead of a cash refund: can waive the cash refund right.
- Consumer right expired: check warranty periods. 3 years for goods, 2 for services.
- Filing with wrong authority: banks and insurance have different complaint routes.
Company ignored demand or refused?
NAVI will escalate to OMIC or consumer arbitration with your evidence.
Escalate refund caseRelated pages
Information only, not legal advice. Public authorities, courts, banks and companies make their own decisions.
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