Return policy

RETURN

I. Return Procedure

All products purchased in THE COMPANY may be returned and refunded, provided that the Customer communicates to THE COMPANY his intention to return the product / s purchased / s within a maximum period of 7 calendar days from the date of delivery and that the rest of the conditions established in this section are met.

THE COMPANY will only accept returns that meet the following requirements:

  1. The product must be in the same condition in which it was delivered and must retain its original packaging and labeling.
  2. The shipment must be made using the same box in which it was received to protect the product. In the event that it cannot be done with the box with which it was delivered, the Customer must return it in a protective box so that the product arrives at the COMPANY's warehouse with the maximum possible guarantees.
  3. A copy of the delivery note must be included in the package, where the returned products and the reason for the return are also marked.

In order to facilitate the return process to Clients and to be able to follow it correctly, THE COMPANY establishes as the only return procedure the one established by THE COMPANY. If the reason for the return is attributable to THE COMPANY (the product is defective, it is not what you requested, etc.), the amount of the return will be refunded. If the reason is different (the products were served correctly but are not to your liking), the cost of the return costs will be borne by the customer.

To proceed with a return, the following steps must be followed:

  1. Inform before 7 calendar days from receipt that the product wants to be returned. The information can be made via email to info@torrevella.com or through the customer service form.
  2. THE COMPANY will inform the customer of the address to which the product should be sent.
  3. The customer must send it through a courier company of their choice. The return must be paid by the customer.
  4. Inform the courier company used, date and time of the return.

II. CUSTOMER REFUNDS

The return of the products will result in a refund equal to the cost of the products returned minus the cost of the return service.

Only in the event that the product delivered is defective or incorrect, THE COMPANY will also reimburse the Customer for the corresponding shipping costs.

Returns and partial cancellations will result in partial refunds.

THE COMPANY will manage the return order under the same system that was used for payment within 3 days from the confirmation of arrival at the warehouse of the returned order. The application of the refund in the account or card of the Client will depend on the card and the issuing entity. The application period will be up to 7 days for debit cards and up to 30 days for credit cards.

GUARANTEE OF THE PRODUCTS ACQUIRED

THE COMPANY acts as a distributor of manufacturers that guarantee that the products presented for sale in the www.torrevella.com They work correctly and have no defects or hidden defects that can make them dangerous or inappropriate for normal use.

The contractual guarantee offered is the one usually granted by the manufacturer. Once the Customer has received the product, he will have the instructions provided by the manufacturer in his box, sufficient for the correct use and installation of the product and all the information about the guarantee. No Client may request a broader guarantee than indicated therein.

THE COMPANY will not be obliged to pick up the damaged product and the Customer must go to the Manufacturer's After Sales Service. In this sense, THE COMPANY will carry out the actions aimed at providing the Client who so requests the contact details of said service and will provide these sufficient information for the presentation of the relevant claims.

The warranty will lose its validity in case of defects or deterioration caused by external factors, accidents, especially electrical accidents, wear, installation and use not in accordance with the manufacturer's instructions.

Products modified or repaired by the Customer or any other person not authorized by the Manufacturer are excluded from the warranty. The guarantee will not be applicable to the apparent defects and defects of conformity of the product, for which any claim must be made by the Customer in question within 7 days of the delivery of the products. The warranty will not cover products damaged by improper use.

It is expressly stated that inflatables are not guaranteed since the manufacturer does not provide it due to the different factors that may affect its proper functioning (punctures, sun exposure, scratches ...).