Exchanges and Returns
The costs of return or substitution and new shipment on the Peninsula and the Balearic Islands will be assumed by JOSE SAENZ S.L. In all other countries the expenses will be assumed by the client and will be discounted from the refund.
The Customer may change or cancel an order as long as it has not been dispatched. If, for any reason, you wish to make a change to the confirmation sheet, you must notify us as soon as possible by emailing firstname.lastname@example.org and indicating the desired changes. Any difference in amount between the original order and the modified one will be processed following the procedure corresponding to the chosen means of payment.
For its part, JOSE SAENZ S.L may not replace a product or product model without prior consultation with the Customer. If, for reasons beyond the control of JOSE SAENZ S.L, supplying the order is not possible, the Client will be offered the possibility of substituting it for a product of similar characteristics, giving the right to cancel the Client’s order.
If the Customer cancels a confirmed order when it has already left the facilities of JOSE SAENZ S.L. and is en route to the destination, or does not accept the package upon arrival, JOSE SAENZ S.L may require payment of the transport costs incurred.
Causes for return may be:
- That the product does not comply with the characteristics shown on our website. In this case the cost of the product will be refunded. This refund will be made to the means of payment used by the customer via reimbursement.
- That the product comes from a defective origin. In this case the product will be exchanged for another, once the product to be returned has been received. JOSE SAENZ S.L. will be responsible for the return and reshipment costs.