You must take the following considerations into account:
- In case of an error, regardless of the reason, you are responsible for arranging the pickup to process the return. Otherwise, we will proceed with the refund of the order.
- If the customer refuses the delivery, shipping costs may not be deducted. A full refund of the order must be issued.
- You are required to collect old household appliances as stated by law. For more information, click here.
- In the event of a shipping issue, you must resolve it within a maximum of 7 days, as legally established, and you will be responsible for arranging the pickup. (For more information, click here).
- Deliveries to neighbors or nearby businesses are not allowed without the customer's explicit consent.
- Requesting the customer's ID or photos of it is strictly prohibited in cases of false delivery claims. The proper procedure is to resolve it directly with the courier service.
- If an order is not delivered within 72 hours after the estimated delivery date, we will offer the customer the option to cancel the order and receive a full refund.
- If you refund an order by mistake and the customer wants to keep it, provide them with an external bank account number so they can transfer the corresponding amount. Later, document everything in the order to keep us informed.
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