Returns & Exchanges
Items ordered online can be returned within 15 days of receipt. Shipping costs for returns are at buyer’s expense.
We will not accept returns for any items that have been used or show any signs of wear and tear. We strongly advise all customers to check their purchase thoroughly upon delivery before disposing of any original packaging.
We do not accept returns for custom orders.
Please note that any costs related to the original order shipment will not be refunded. Below we indicate the rates:
Canary Islands: 5€
To return an item, you must previously send us an email to firstname.lastname@example.org with the subject “return” indicating the order number or copy of your purchase ticket or invoice.
If after receiving an item and being reviewed by us, we consider that the requirements for the return of the item have been met, we will proceed to refund the purchase amount minus the shipping costs according to the rates mentioned above within a maximum period of 30 days from the date you made the return.
AGUITA ISLAS CANARIAS SLU will never accept returns sent by postage due / against reimbursement.
We will only refund the amount of the return costs when the item is defective or there has been an error in the shipment. In these cases and after checking that one of these reasons is proven, we will reimburse the full amount paid, including shipping and return costs.
For us to proceed with the return, the following conditions must be met:
- The product must be returned unused and in perfect condition, including the original packaging and invoice or sales ticket.
- You must have sent us an email previously with the subject “Return”.
If the conditions set for the return are not met and we do not accept it, we will contact you to communicate the reasons for the non-acceptance and so you can inform us where we can send back your order. In this case, the shipping costs will be payable by the customer.
The refund for the returned item will be made on receipt thereof by means of bank transfer. The return package must contain the account number to which the refund will be made (IBAN and BIC or SWIFT).
If an item arrives in poor condition, this must be reported by email within 48 hours. In this case, the shipping costs shall be payable by AGUITA ISLAS CANARIAS SLU.
If the package arrives in poor condition, make a note of it on the carrier’s delivery note before s/he leaves. This will enable the agent’s insurance to cover possible damages caused to the order.
Keep the items that have arrived in poor condition in case the shipping agent arrives to collect them.
To make a change you must first request the return and then make a new order. The same policy applies as for returns.