Shipping and returns
Shipping the package
As a general rule, packages are shipped within 48/72 hours of receipt of payment, through courier with tracking number and unsigned delivery.
Shipping costs include handling and packaging costs, as well as postal charges. Handling costs have a fixed price, while transportation costs may vary depending on the total weight and destination of the package. We advise you to group all your items into one order. We cannot combine two different orders, and shipping costs will apply to each individually. We are not responsible for any damage your package may suffer after shipment, but we do our best 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 in www.actelsershop.com within 15 days from the date of receipt.
2) To make the return, the product must be in perfect condition, with all labels attached, in its original packaging and with any other promotional product included. Like when you received it, without being used or manipulated.
3) For the management of returns in case of cancellation of the order within the established period, the customer will return the package with the courier company indicated by ACTELSER who assumes the costs arising from this new shipment and returning those of the transport of the original purchase..
4) If the change or return is made in our physical store it will be free of charge.
5) For processing you must contact info@actelser.com
6) It is important that there is no damage to the original packaging when packing the item. In the event that it is returned without such original or damaged packaging, the amount to be paid to the customer for the return of the product will be decreased by the corresponding amount according to the condition of the returned product.
7) Once the product has been received in our warehouses and after checking the condition of the same, the refund of its amount will be made 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 the customs costs 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@actelser.com will be charged with all expenses. To carry out any management it will be necessary to present the original purchase invoice issued by www.actelsershop.com. No shipment of goods will be made until the returned item has been received in our warehouse and it has been proven that it returns in perfect condition. Once we have contacted the customer we will proceed to the collection of the product, totally free of charge and the incident will be processed.
Right of Cancellation
The customer has the right to cancel this contract within 14 days without pleading 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 requested goods.
To exercise the right of cancellation, the customer must inform us of his decision to cancel our agreement by means of an unequivocal written statement (for example, by means of the appropriate option in his user account or by post). If the customer prefers it, you can also use the cancellation form provided below.
Finally, the customer must ensure that the items to be returned are not open and are in their original packaging. All unwanted items must be in perfect condition and keep the seal intact.
Effects of Cancellation
If the customer decides to cancel the contract, Actelser will refund all payments he has received from him, including shipping costs.
Actelser reserves the right to decrease the amount of the refund as a loss of value of the product due to the unnecessary handling of the same by the customer.
Payment will be refunded using the same payment method that the customer used to make the transaction, unless otherwise stated. Actelser must bear the direct costs of return.
Cancellation Form
Recipient: Actelser SL, c/ Albert Einstein 44 08223 TERRASSA (SPAIN)
I hereby inform you that I wish to cancel my sales contract for the following products:
Order Date:
Order number:
Customer Name:
Customer Address:
Customer signature (only if sent on paper media):
Date:
I received the wrong product
All our products go through a meticulous process of preparation, packaging and shipping. However, despite our strict protocol, errors can sometimes occur. Please accept our apologies if you have received a product that does not correspond to your order. As part of our responsibility to the customer, we will make every effort to resolve the issue as quickly and easily as possible.
Each return request for the wrong product is examined separately. In some cases, it may be necessary to send additional information (e.g. images) in order to facilitate the process of returning the product. Our goal is to offer the customer the best solution as soon as possible.
My order has arrived damaged
Actelser strives to ship and deliver all orders properly packed to avoid any damage during transportation. Please accept our apologies if you have not received your order in perfect condition.
It is recommended that the customer does not reject the carrier's order, but accepts the delivery and immediately contacts us. Rejecting the order may cause a delay in the product return process.
If you wish to inform us of 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 damage to the product. A member of our team will review the incident in order to offer you 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 tare product. Actelser takes any complaint or complaint regarding the quality of its products very seriously and we are committed to examining the incident in detail.
If you wish to inform us of the receipt of a defective order, you can contact us through your account using the online message center. Please attach any image or photograph showing the defect or tare. A member of our team will review the incident in order to offer you the best solution as soon as possible.
What do I need to 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. Upon proper receipt of this data, our team will provide the customer with a return number and all the information necessary to return the product.
The product must be packed securely and will include a copy of the return form inside.
Don't forget to ask for proof of shipment from the company through which you will ship the product. Without such proof, we will not be able to process the refund or replacement of the product in case the item is lost during transport.
If the customer requests the replacement of the product and the product is not available, Actelser will proceed to 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 responsibility of the customer until the moment they arrive at our warehouse. For this reason, it is recommended that you ship the product using a delivery service that ensures the value of the goods.
Refund of return costs
Actelser will refund the return shipping costs when the customer requests to return a product due to an error of ours:
If we have sent you the wrong product.
If the product is damaged or defective.
If we have shipped you a replacement product and wish to return it.
Complaints and Complaints
If you are not satisfied with the way we have managed to return or replace any of your items, we would like to know. We want to solve this and, for this reason, we ask you to contact our customer service team through your account or by mail at: ACTELSER S.L., c/ Albert Einstein 44 08223 TERRASSA (SPAIN)
