All stores operating in our Marketplace understand and accept these conditions, as they must comply with our after-sales policy, as stated in the terms previously signed by the sellers.
Warranties:
- Resolution within 24 hours from the customer’s request, for products that do not require pickup.
- The warranty period is 3 years for new and "Like New" refurbished products in Spain and Portugal. It is 2 years for Italy, France, and Germany.
- The customer has the right to choose between a replacement (if the product is in stock), a refund (if it’s not in stock), or a repair throughout the warranty period. For custom-built systems, if the faulty components can be replaced, a refund cannot be chosen by the customer, only by the seller. For large household appliances, the warranty is handled directly with the manufacturer and refund or replacement can only be requested with prior authorization from the official technical service (SAT).
- If the customer opts for repair and the item is faulty, you are obliged to handle it with the manufacturer's SAT. You have a maximum of 14 calendar days from the request to resolve the issue. After that period, if you do not respond or provide a solution, we will step in according to the customer’s decision, whether they choose to wait or request a refund.
- After 30 days from the delivery date, you must act as intermediaries in the warranty process with the manufacturer, always offering the customer the option for you to handle it directly.
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It is not allowed to request photos or videos, except in the following cases:
- For products received in poor condition, within 7 calendar days, whether due to manufacturing, transport damage, handling, missing items, etc.
- For any product with a screen (mobiles, tablets, laptops, monitors), to allow the customer to ensure the item was in perfect condition before shipment.
- Warranty-related pickups must always be free of charge.
- If a customer buys a product in one EU country and travels to another EU country, you must provide free pickup at their current location.
- Warranties for products without packaging must be accepted in all cases.
- Accessories are covered under warranty. For more information, click here.
- The deadline to handle a warranty, if the product needs to be picked up, is 7 calendar days from the customer’s request.
- You cannot mark incidents as resolved if they have not been resolved. A product arriving at the SAT or sending a prepaid shipping label IS NOT a solution.
- Any communication with customers outside the platform must be recorded in writing. We must be informed of all communication, otherwise we may mistakenly believe an incident is not being handled and take appropriate measures.
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Returns:
- Resolution within 24 hours from the customer’s request, for products that do not require pickup.
- The customer has the right to withdraw and return the product within 30 days from the delivery date (not the purchase date).
- If the product requires pickup, the timeframe is 7 calendar days from the customer's request.
- During holiday periods, after-sales service must still be provided. If not, the return period will be extended by the number of days the store was closed.
- If you change the price of a product within 30 days of purchase and the customer complains, you must refund the difference. Example: if a product is offered at €100, and after the customer buys it, you lower it to €75, you must refund €25 if the customer requests it. This avoids the customer having to return and reorder the product.
- If you do not have a warehouse in Spain, you must provide a prepaid label to the customer.
- If you don’t offer free returns, offer the customer the GENEI service to compare prices and choose the shipping that best suits their needs. For more information, click here.
- Items returned without packaging or with damaged packaging must also be accepted without depreciation. Otherwise, we will refund the remaining amount.
- Motherboards and processors with bent and/or broken pins must be fully refunded to the customer. No depreciation.
- Headphones must always be accepted for return, even if they show signs of use.
- Even if the printers sold by you have been used and their cartridges unsealed, they must be accepted for return if the customer requests it. No depreciation.
- 3D printers, even if used and assembled by the customer, must be fully refunded. No depreciation.
- Any communication with customers outside the platform must be recorded in writing.
- If there’s an error on the website, for any reason, you are responsible for arranging the pickup to process the return. We will not handle the return. Otherwise, we will proceed with refunding the order.
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