Return and Refund Policy

The buyer of the eStore (“Buyer”) has the recognized right of withdrawal of the purchase made through the Website. Therefore, if not satisfied, the Buyer may return the Product within a maximum period of fourteen (14) calendar days from the time they have acquired possession of the product(s) or from the formalization of the contract in the case of contracting services.

The Buyer shall be responsible for ensuring that the product being exchanged or returned does not contain personal data. Prior to its exchange or return, the Buyer must delete any personal information entered in the device and deactivate any platform used to share or transfer information.

The right of withdrawal may be exercised through the Website by filling out and submitting the web form attached to the return request: Refund Request Page. After filling out the return request form, the Buyer will receive information on where the Goods should be sent. The costs of return will be borne by the customer.

The refund will include the amount of the purchase and, if applicable, the delivery costs. The refund will be made using the same means of payment with which the Product was purchased.

The Customer must return the products subject to withdrawal without undue delay and, in any case, no later than 14 calendar days from the date on which the withdrawal decision is communicated.

The refund of the amount corresponding to the withdrawal will be made within 14 calendar days from the date on which the decision to withdraw from the contract has been effectively and unequivocally communicated, provided that the goods or products subject to withdrawal have been received. Otherwise, the disbursement may be withheld until receipt of such goods or until the Customer provides proof of the return of the goods.

The following are excluded from the right of withdrawal:

The provision of services, once the service has been fully executed.
The supply of goods or services made to the Customer’s specifications or clearly personalized.
The supply of sealed goods which are not suitable for return for reasons of health protection or hygiene and which have been unsealed after delivery.
The supply of sealed sound or video recordings or sealed computer programs that have been unsealed by the Customer after delivery.
The supply of digital content (which is not provided on a tangible medium) once the performance has begun. The Customer expressly acknowledges that once the digital download has begun, the right of withdrawal is lost.
Any other goods or services covered by Article 103 of RDL 1/2007, of November 16.

The Buyer shall be liable for any diminished value of the Goods resulting from any handling of the Goods other than that necessary to establish their nature, characteristics, or functioning. In any case, for the purposes of exercising the right of withdrawal, it is necessary that the Goods are returned in their original packaging together with the invoice. If the Goods are returned without the original packaging or with damage, the amount to be refunded to the Buyer may be reduced accordingly.

Before returning the Goods, the Buyer must ensure that the Goods are properly protected and sealed to prevent any damage during transport.

If the Buyer receives products with visible damage, missing parts, or incorrect items, they must report these issues within 48 hours of delivery to receive a refund. Claims made after 48 hours from the delivery time will be automatically rejected.

In case of receiving a parcel with visible damage on the outside of the packaging, it is mandatory to leave a note on the courier’s delivery document either on paper or digital support. The delivery receipt must be signed indicating “damaged package”.

Report for the withdrawal of the Goods have to be filled at Refund Request Page selecting the reason for the return and providing all the information required for the return.

After receiving the request and all the information from the Buyer, our team will manage the query and provide instructions and potential solutions within the next two weeks. Each case is treated uniquely, and each situation will be evaluated by our team to offer the best possible assistance.

Guarantee

When the Goods purchased present a lack of conformity because they do not correspond to the characteristics offered, present defects that prevent their normal use in accordance with their nature, or do not offer the benefits described, the Buyer will have the right to the repair or replacement of the purchased goods within a period of two years from the date of purchase. This is in accordance with the conditions and means of proof regulated in the Revised Text of the General Law for the Defense of Consumers and Users, without prejudice to the Seller’s right to verify the veracity of the defects, their origin, and the time of their appearance.

In any case, the Buyer must contact the Seller or request the collection of the product within a maximum period of two months from the discovery of the defect and must report the nature of the problem, the time, and the conditions of its occurrence.

All items are guaranteed for a period of two years from the date of delivery, except for refurbished products, which have a 12-month guarantee.

What is not included in the guarantee:

Defects caused by negligence, hits, misuse, tampering, wrong voltage or installation, or wear and tear, are not included.
In the case of computer products, the guarantee does not cover virus removal, software recovery for this reason, or hard disk reinstallation after formatting.

The guarantee will be void:

If any detail of the guarantee or the proof of purchase is modified, altered, or replaced; and/or
If the identification number of the guaranteed product is tampered with or repaired without prior authorisation by the Technical Service.

Reports for the Goods with malfunction have to be filled at Refund Request Page or sent by email to support@tecmeup.es.

The following information is mandatory to open the relevant investigation:

Name, surname
Order number
Problem description
Address where the Goods have to be sent after the investigation

Once the product is received in the warehouse, if it is confirmed that there is any malfunction or that it has been caused by the customer, the incident will be rejected. In this case, the product will be sent back to the customer.

Analysis can take several weeks.

Refund Request Page

support@tecmeup.es