Shipping & Returns

Package shipment

As a general rule, packages are sent within 48/72 hours after receipt of payment, via courier with a tracking number and delivery without a signature.

Shipping costs include handling and packaging costs, as well as postage. Handling costs have a fixed price, while transport costs may vary depending on the total weight and destination of the package. We advise you to group all your items in a single order. We cannot combine two different orders, and shipping costs will apply to each one individually. We are not responsible for any damage your package may suffer after shipping, but we do everything possible to protect all fragile items.

The boxes are large and your items will be well protected.

Returns and Refunds

1) Our policy, in compliance with current regulations, is to grant you the right to return any item purchased at www.actelsershop.com within 14 days from the date of receipt.

2) To make a return, the product must be in perfect condition, with all labels attached, in its original packaging and with any other promotional product included. As when you received it, without having been used or handled.

3) For the management of returns in case of order cancellation within the established period, the customer will return the package with the courier company indicated by ACTELSERSHOP by SRPROSECURE who assumes the costs arising from this new shipment and returning those of the transport of the original purchase.

4) If the exchange or return is made in our physical store, it will be free.

5) To process it, you must contact info@actelsershop.com

6) It is important that when packing the item, no damage occurs to the original packaging. In the event that it is returned without said original packaging or with damage, the amount that will be paid to the customer for the return of the product will be reduced by the corresponding amount depending on the condition of the returned product.

7) Once the product is received in our warehouses and after checking its condition, its amount will be reimbursed through the payment method used in the purchase.

8) If the exchange or return comes from Ceuta, Melilla, Canary Islands or International, both the return costs and customs duties and local taxes will be the responsibility of the customer.

9) If the product does not correspond to the order placed by the customer, www.info@actelsershop.com will bear all costs. To carry out any procedure, it will be necessary to present the original purchase invoice issued by www.actelsershop.com. No merchandise will be shipped until the item to be returned has been received in our warehouse and it has been verified that it is in perfect condition. Once we have contacted the customer, we will proceed to collect the product, completely free of charge, and the incident will be processed, provided that the product and/or reference with the serial number of the equipment has been purchased at Actelsershop by Srprosecure.

Right of Cancellation

The customer has the right to cancel this contract within 14 days without giving reasons.

The cancellation period expires 14 days from the day on which the customer or a third party indicated by him, other than the carrier, has acquired material possession of the goods ordered.

To exercise the right of cancellation, the customer must inform us of their decision to cancel our agreement by an unequivocal written statement (for example, by the appropriate option in their user account or by postal mail). If the customer prefers, they can also use the cancellation form provided below.

Finally, the customer must ensure that the items they are returning are unopened and in their original packaging. All unwanted items must be in perfect condition and have the intact packaging seal.

Effects of Cancellation

If the customer decides to cancel the contract, Actelsershop by Srprosecure will reimburse all payments received from them, including shipping costs.

Actelser reserves the right to reduce the amount of the refund for loss of value of the product due to unnecessary handling of the same by the customer.

The payment will be refunded using the same payment method that the customer used to make the transaction, unless otherwise stated. Actelsershop by Srprosecure must assume the direct costs of return.

Cancellation Form

Recipient: Actelsershop by Srprosecure C/ LLobregat 14 08471 Vallgorguina

I hereby inform that I wish to cancel my contract of sale for the following products:

Order date:

Order number:

Customer name:

Customer address:

Customer signature (only if sent on paper):

Date:

I have received a wrong product

All our products go through a meticulous preparation, packaging and shipping process. However, despite our strict protocol, errors can sometimes occur. We ask for your apologies if you have received a product that does not correspond to your order. As part of our responsibility to the customer, we will do our best to resolve the incident as quickly and easily as possible.

Each return request for a wrong product is examined separately. On some occasions, it may be necessary to send additional information (for example, images) in order to facilitate the product return process. Our goal is to offer the customer the best solution as quickly as possible.

My order arrived damaged

Actelser strives to send and deliver all orders properly packaged to avoid any damage during transport. We ask for your apologies if you have not received your order in perfect condition.

It is recommended that the customer not reject the order from the carrier, but accept the delivery and immediately contact us. Rejecting the order can cause a delay in the product return process.

If you wish to report the receipt of a damaged order, you can contact us through your account using the online message center. Please attach any images or photographs showing the damage to the product. A member of our team will review the incident with the aim of offering you the best solution as quickly as possible.

I have received a defective product

Please accept our apologies if you believe you have received a defective or faulty product. Actelser takes any complaint or claim regarding the quality of its products very seriously and we are committed to examining the incident in detail.
If you wish to report the receipt of a defective order, you can contact us through your account using the online message center. Please attach any images or photographs showing the defect or fault. A member of our team will review the incident with the aim of offering you the best solution as quickly as possible.

What should I do to return a product?

If you wish to return a product, please contact our customer service.

To proceed with the return, the customer must indicate the order number, the product they want to return and the reason for the return. After correct receipt of this data, our team will provide the customer with a return number and all the necessary information to return the product.
The product must be securely packaged and include a copy of the return form inside.
Don't forget to ask for proof of shipment from the company through which you are sending the product. Without such proof, we will not be able to process the refund or replacement of the product if the item is lost during transport.
If the customer requests a product replacement and it is not available, Actelsershop by Srprosecure will refund the cost of the product to the bank account of the user who made the purchase.
All orders accepted and sent for return are the responsibility of the customer until they arrive at our warehouse. For this reason, it is recommended to send the product using a delivery service that ensures the value of the merchandise.

Refund of return costs

Actelsershop by Srprosecure will refund the return shipping costs when the customer requests to return a product due to our error:

If we have sent you the wrong product.

If the product is damaged or defective.

If we have sent you a replacement product and you wish to return it.

If the product has been purchased at Actelsershop by Srprosecure

Complaints and Claims

If you are not satisfied with how we have handled the return or replacement of any of your items, we would like to know. We want to resolve this, and for this reason, we ask you to contact our customer service team through your account or by mail to: Reformas Can Ram, S.L., c/ LLobregat 14 08471 Vallgorguina (SPAIN)