Refund policy

RETURN

I. Return procedure

All products purchased from THE COMPANY may be returned and reimbursed, provided that the Client communicates to THE COMPANY his intention to return the purchased product / s within a maximum period of 7 calendar days from the delivery date 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 state 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 Client must return it in a protective box so that the product reaches 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 for Clients and to be able to correctly monitor it, THE COMPANY establishes the only return procedure established by THE COMPANY. If the reason for the return is attributable to THE COMPANY (the product is defective, not the one you ordered, etc.), the amount of the return will be refunded. If the reason is another (the products were served correctly but they are not to your liking), the cost of the return costs will be paid by the customer.

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

  1. Inform within 7 calendar days of 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 must 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. Refunds to the CLIENT

Returning the products will result in a refund equal to the cost of the returned products less the cost of the return service.

Only in the event that the delivered product 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 a period of 3 days from the confirmation of arrival at the warehouse of the returned order. The application of the refund on the Customer's account or card 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 PRODUCTS PURCHASED

THE COMPANY acts as a distributor of manufacturers who guarantee that the products that are presented for sale in thewww.torrevella.comthey work properly and do not have defects or hidden defects that could make them dangerous or unsuitable for normal use.

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

THE COMPANY will not be obliged to collect the damaged product and the Customer must contact the Manufacturer's After-Sales Service. In this sense, THE COMPANY will carry out the actions aimed at providing Customers who request it with the contact details of said service and will provide them with enough information to present the pertinent claims.

The warranty will lose its validity in the event 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 guarantee. The guarantee will not be applicable to apparent defects and product conformity defects, for which any claim must be made by the Customer in question within 7 days of delivery of the products. The warranty will not cover products damaged by improper use.

It is expressly indicated that the inflatables do not have a guarantee since the manufacturer does not provide it due to the different factors that can affect their correct operation (punctures, sun exposure, scratches ...).