Returns of defective products or products in poor condition. Legal warranty.

 

Returns, claims and warranty

To facilitate the whole process, we indicate the steps and we try to resolve any doubts you may have about it. We remind you that, in order to return a product by collection.

For the delivery of goods

Right to cancel

You have the right to cancel this contract within 14 days without giving any reason. The cancellation period will expire after 14 days from the day on which you acquire,or a third party other than the carrier and indicated by you acquires, physical possession of the last good.


To exercise the right to cancel, you must inform us Duarte y Beltrán, S. A. Customer Service - Returns Calle la prensa, 1 39012 Santander. Spain. Tel. +34 942 034 040. of your decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). You may use the attached model cancellation form, but it is not obligatory.


To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right of cancel before the cancellation period has expired.
Effects of cancellation

If you cancel this contract, we will reimburse to you all payments received from you, including the costs of delivery (except for the supplementary costs arising if you chose a type of delivery other than delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement. We may withhold reimbursement until we have received the goods back or you have supplied evidence of having sent back the goods, whichever is the earliest.

You shall send back the goods or hand them over to us, without undue delay and in any event not later than 14 days from the day on which you communicate your withdrawal from this contract to us. The deadline is met if you send back the goods before the period of 14 days has expired. You will have to bear the direct cost of returning the goods. You are only liable for any diminished value of the goods resulting from the handling other than what is necessary to establish the nature, characteristics and functioning of the goods.

We inform you that, as established by Royal Legislative Decree 1/2007 of 16 November, which approved the re- vised text of the General Law for the Defence of Consum- ers and Users and other complementary laws.

The right to cancel does not exist for the following contracts:
• Contracts for the supply of goods that are made to the consumer’s specifications or are clearly personalised.
• Contracts for the supply of goods which are liable to deteriorate or expire rapidly.
• Contracts for the supply of sealed goods which are not suitable for return due to health protection or hygiene reasons and were unsealed after delivery.
• Contracts for the supply of goods which are, after delivery, according to their nature, inseparably mixed with other items.

How and when will I be reimbursed?

Once the product has been registered in our facilities and our quality team has verified that it is in good condition, we will proceed with the refund. The refund is made by the same method of payment used for the order. Please note that there may be a waiting period between the time we process the return and the amount appearing on your account

In the event that the product return was handled by you and you wish to check the status of the refund, you must send us the tracking number and the name of the carrier.

What should I do if I have received a product in poor condition?

If your order has arrived in poor condition, please contact us via our contact form within 72 hours of receipt and we will manage your incident.

To speed up the process, please send us the following photographs of the product in question, together with your request:

- Photograph of the box received (several, if the package shows signs of tampering, showing possible damage during transport) ;

- Photograph of the carrier label (attached to the box)

- Photograph of the product, showing the incidence indicated.

Once the product arrives at our warehouse, it will be checked by the claims department and by specially qualified personnel to verify the quality of the product.

We inform you that in the event of receiving a product that is not really in bad condition or that corresponds to the product you ordered, the complaint will not be accepted. 

We inform you that, when we receive the product, if it is in good condition, the complaint cannot be accepted. In this case, the product will be returned to the customer, after payment of the collection and return costs, which amount to a total of 12.99 euros. Once this amount has been paid, the product will be returned to the desired address.

The refund will be made by the same payment method used for the order. Please note that there may be a waiting period between the time we process the return and the amount appearing on your account.

I received a different product than the one I bought, how can I claim it?

If you are not satisfied with your order because you received a different product from the one you ordered, contact us within 72 hours of receiving your order via the contact form and we will process your claim.

The product you wish to return must be unopened, in its original packaging and seal.

To speed up the process, please send us the following photographs of the product in question, together with your request:

- Photo of the front of the product in its original packaging.

- Photo of the barcode (EAN) of the product.

In this case, we will review your request and arrange for collection of the product.

Please note that if you receive an electronic product that shows signs of tampering, the request cannot be accepted. In this case, we will proceed to return the product to the customer, after having paid the collection and return costs, which amount to a total of €12.99. Once this amount has been paid, the product will be sent back to the desired address.

If the request is accepted by our managers, we will proceed to refund the total amount of the product with the same method of payment used for the order.