Returns

Returns and Refunds

1) In compliance with current regulations, our policy grants you the right to return any item purchased from www.actelsershop.com within 14 days of the date of receipt.

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

3) To process returns in the event of an order cancellation within the established period, the customer must return the package using the courier company indicated by ACTELSERSHOP by SRPROSECURE, which will cover the costs arising from this new shipment and refund the shipping costs of the original purchase.

4) If the exchange or return is carried out at our physical store, it will be free of charge.

5) To process the request, please contact info@actelsershop.com 

6) When packaging the item, it is important not to damage the original packaging. If it is returned without the original packaging or with damage, the amount refunded to the customer for the product return will be reduced by the corresponding amount, depending on the condition of the returned product.

7) Once the product has been received at our warehouses and its condition has been checked, the purchase amount will be refunded using the payment method used for the purchase.

8) If the exchange or return originates from Ceuta, Melilla, the Canary Islands, or an international location, both the return costs and customs duties and local taxes will be the customer’s responsibility.

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 returned item has been received at our warehouse and it has been verified that it is in perfect condition upon return. Once we have contacted the customer, we will arrange collection of the product, completely free of charge, and process the issue, provided that the product and/or reference with the equipment’s serial number was purchased from Actelsershop by Srprosecure

Right of Cancellation

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

The cancellation period expires 14 days after the day on which the customer or a third party designated by the customer, other than the carrier, takes physical possession of the ordered goods.

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

Finally, the customer must ensure that the items being returned have not been opened and are in their original packaging. All unwanted items must be in perfect condition and have their packaging seal intact.

Effects of Cancellation

If the customer decides to cancel the contract, Actelsershop by Srprosecure will refund all payments received from the customer, including delivery costs.

Actelser reserves the right to reduce the refund amount to account for any loss in value of the product resulting from unnecessary handling by the customer.

The payment will be refunded using the same payment method the customer used to make the transaction, unless otherwise specified. Actelsershop by Srprosecure shall bear the direct costs of returning the goods.

Cancellation Form

Recipient: Actelsershop by Srprosecure C/ LLobregat 14 08471 Vallgorguina

I hereby inform you that I wish to cancel my sales contract for the following products:

Order date:

Order number:

Customer's name:

Customer's address:

Customer's signature (only if sent in paper format):

Date:

I have received an incorrect product

All our products undergo a meticulous preparation, packaging, and shipping process. However, despite our strict protocol, mistakes can sometimes occur. Please accept our apologies if you have received a product that does not match your order. As part of our commitment to our customers, we will do our utmost to resolve the issue as quickly and easily as possible.

Each return request for an incorrect product is reviewed separately. In some cases, it may be necessary to send additional information, such as images, to facilitate the product return process. Our aim is to provide the customer with the best solution as soon as possible.

My order has arrived damaged

Actelser strives to ship and deliver all orders properly packaged to prevent any damage during transport. Please accept our apologies if your order has not arrived in perfect condition.

Customers are advised not to refuse the delivery from the carrier, but to accept it and contact us immediately. Refusing the order may delay the product return process.

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

I have received a defective product

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

What should I do to return a product?

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

To process the return, the customer must provide the order number, the product they wish to return, and the reason for the return. Once this information has been correctly received, our team will provide the customer with a return number and all the information necessary to return the product.
The product must be securely packaged and include a copy of the return form inside.
Do not forget to request proof of shipment from the company through which you will send the product. Without this 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 replacement product and it is unavailable, 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 shipped for return are the customer's responsibility until they reach our warehouse. For this reason, we recommend sending the product through a delivery service that insures the value of the goods.

Refund of return shipping costs

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

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 was purchased from Actelsershop by Srprosecure

Complaints and Claims

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