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, you must send it to us in the same conditions in which we sent it.

 

How do I request a return?

 

You have a maximum of 14 calendar days from receipt of the order to return it.

 

To request a return, you must access your account and, via the menu, enter the Returns section. From there you can find your order and select the products you wish to return. Please indicate the reason why you are requesting a return, even if it is not essential for the processing of the return. This will help us to proceed with the appropriate procedure for your case.

 

We inform you that, as established by Royal Legislative Decree 1/2007 of 16 November, which approved the revised text of the General Law for the Defence of Consumers and Users and other complementary laws, we do not accept, for reasons of hygiene, returns of products related to personal care, health and hygiene. For the same reason, the product you wish to return must be unopened, in its original packaging and seal, otherwise it may be subject to depreciation.

 

How to return products?

 

We advise you to pack the products correctly to avoid damage during transport. For reasons of hygiene, we cannot accept the return of broken, unsealed, opened or used products. As the return is not carried out by our transport services, we cannot guarantee the transit time of the shipment, nor its good condition.

 

Shipping costs are always at the customer's expense and must be sent in such a way that they can be tracked or in the form of a certificate for proper receipt.

 

The address to send the products you wish to return is as follows:

Duarte y Beltrán, S. A.

Customer Service - Returns

Calle la prensa, 1

39012 Santander. Spain

 

 

 

 

 

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. Likewise, we cannot be responsible for returns that do not reach us or arrive in poor condition because they were not handled by our shipping service.

 

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.