- You have 14 calendar days after receiving your product to request a return.
- Shipping costs are free of charge for orders over €34. The customer must pay the shipping costs in the event that after the exchange or return the amount is lower.
- The costs of urgent or non-core shipments will not be refunded.
- The customer is responsible for paying the costs of returning the product.
I received a product in poor condition
Please, when you receive the package, check that it is in good condition. If you notice any anomaly in the packaging, please state it on the delivery note to be able to claim the agency. In the event that it is not appreciable, you have 3 business days to communicate the incident to [email protected], attaching photos and a description of the observed as complete as possible. For more information you can consult the terms and conditions. After 7 days from delivery, we cannot accept a claim for defects or breakages.
Cancellation policy
Once the order has been processed, it cannot be cancelled.
Exchange or return process:
1. Contact us through the address [email protected] before requesting the exchange of any product, to advise you on how to carry out the exchange process. Always before 14 days after receiving it. THE PROTECTIVE PLASTIC CANNOT BE BROKEN (Returns will not be accepted)
2. Once the exchange or return is authorized (it must be in its original packaging without breaking), you can send us the product, it must be adequately protected so that it is not damaged during shipping.
3. Once the merchandise has been received in our warehouses, and after checking the status of receipt of the same, the money will be returned by the same payment method used between 1-5 working days. The exchange of the unused and unopened product request must be made within 14 days of delivery of goods.
You have to consider:
- Please remember that the products are the responsibility of the customer until they arrive at our offices.
- We recommend sending the package with a courier service that contains insurance with the value of your package and is certified with an official document. Please keep this certificate until we confirm that we have received your package.
- The package should arrive without customs charges. Our company is not responsible for the handling and payment of taxes for the receipt of returns.
Are there any items that cannot be exchanged?
Personalised products and hygiene products, such as platelets and spectacle lenses, cannot be exchanged.
No change can be made
After 14 days from the day of delivery of the product, these products are considered to have been tested or used and can no longer be sold as new.