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Shipping and returns
Shipping of goods
As a general rule, orders are shipped by our transport company within 24 hours of receipt of payment, provided that payment has been made before 2:00 p.m. on a working day. From that point, the transport company will generally deliver the goods within a maximum of 48 hours, provided there are no incidents in the preparation or logistics process. We are not responsible for errors made by the transport agency, although we do try to execute the order as quickly as possible. On occasions, the preparation process may be delayed by an additional 24 hours if the sales exceed €500 in taxable amount or if the order contains more than 10 different items. Saturdays, Sundays, and public holidays are not included in the indicated delivery time.
To ensure better customer service and a better service from the transport agency we work with, all shipments will be insured. The insurance amount is 1% of the taxable amount of your order (visible in the purchase process on our website), which is calculated automatically and cannot be deactivated.
If you do not agree with these conditions, you have the option of sending your order to your shipping agency by selecting the “Pick up in Store” option and indicating this in the order comments. Example: “The XXXX shipping agency will pick up the order.”
Shipping costs include handling and packaging costs, as well as postal costs. Handling costs are fixed, while transport costs may vary depending on the total weight and volume of the package. We recommend that you group all your items in a single order. We cannot combine two different orders, and shipping costs will be applied to each one individually.
Note: The boxes are large and your items will be well protected.
In the event of any incident upon receipt of the goods, you must immediately notify the carrier on the delivery note and then send us an email informing us of the incident.
1. Return of unwanted products:
You have 15 calendar days from the day you or a third party designated by you receives the product to return the items if you are not satisfied with them.
You may return unwanted items provided they are in perfect condition, unused and unopened/unsealed, in their original box and together with all original accessories and manuals or information. If these requirements are not met, the return will be rejected.
Under no circumstances will a refund be made in any form of payment. The outstanding amount will be accumulated for future purchases.
The shipping costs incurred for this reason will be borne by the customer.
2. Return of products damaged in transit:
The packaging must arrive in perfect condition, without dents, breaks, or external damage. The seal must arrive in perfect condition, without breaks or signs of tampering. You must check the number of packages delivered by the carrier against the delivery note. If you detect any incident, you must immediately report it to the carrier and make a note of it on the delivery note, as well as send an email to the address indicated in “Contact.” Neither the transport company nor the store can initiate any type of claim without this document.
In the email, you must indicate the order number and tracking number in the subject line, and in the message, provide a brief explanation of what happened, attaching photos that prove the poor condition of the box and the goods.
After checking, we will report it to the transport company and initiate the claim process.
In cases of partial deliveries, this must be noted on the delivery note and you must contact our store via the email addresses provided, and we will automatically send you the missing goods.
The goods are fully insured, which means that in the event of loss and/or breakage, our store will replace the goods at no cost to you.
3. Return of broken or damaged items:
You have 15 calendar days from receipt to return an item that has arrived broken or damaged. To do so, you must request a return by emailing the address indicated in the “Contact” section. No returns will be accepted unless they have been authorized in advance by our Technical Support Department.
Please indicate the exact problem in the email and, if possible, take a photo of the product and send it to us in the same email. We will contact you within a maximum of 48 working hours with instructions for returning the item.
The defective or broken product(s) must be returned in their original box, together with all accessories.
Please describe the exact problem in your email and, if possible, take a photo of the product and send it to us in the same email. We will contact you within 48 working hours with instructions for returning the item.
Defective or broken products must be returned in their original box, together with all original accessories and manuals. Otherwise, our store reserves the right to refuse the return and/or deduct the corresponding amount for the missing items.
As soon as we receive the returned goods in our warehouse, they will be checked and, once the defects have been corrected, they will be sent back to you at no cost to you as soon as possible.
4. General conditions for a return:
In all cases, these are the general conditions that must be complied with:
All returns must be authorized by our Technical Support Service (except those covered in section 2 above). Returns that have not been authorized by our Technical Support Service will not be accepted.
The purchase invoice must be included.
All merchandise must be returned in its original packaging, with all accessories included, as well as manuals and documentation, all in perfect condition. We reserve the right to refuse a return that does not meet these requirements.
Return shipping costs are the responsibility of the customer. We will not accept returns with shipping costs due.
The credit for the merchandise, if applicable, will be used by the customer for future purchases, or, if desired, another item of the same value will be sent. Cash or any other form of payment will never be refunded.
The merchandise must be properly packaged by you. We cannot be held responsible for returned merchandise if it is not properly packaged and sealed.
The maximum period for a return is 15 calendar days from the date of receipt of the goods by the customer.
Our technical support service will respond within approximately 48 working hours of receiving the email.
No action will be taken by our store until we have received the returned goods and they have been checked by our technical support service.