Customer Service / STORE POLICY

1. Right of Withdrawal / Return Policy

In accordance with EU regulations, the customer has 14 days to withdraw from the purchase. Conditions:

✅ The product must be returned in perfect condition, with no signs of use.
✅ The original packaging and all accessories must be retained.
✅ The store reserves the right to deduct part of the refund amount in case of loss of value or missing accessories (Art. 14 of Directive 2011/83/EU).
❌ Exceptions (returns not accepted):

• Software and digital products

• Customized or made-to-order products

• Opened consumables (batteries, earphones, cartridges)

2. Legal Warranty

✅ In Spain, all electronic products are covered by a minimum 3-year warranty (since 2022).
✅ The warranty does not cover:

• Damage due to misuse

• Mechanical damage

• Repairs or interventions by third parties
  ✅ To claim the warranty, the customer must provide the invoice and product serial number.

3. Payment Methods

✅ Secure payment methods: Stripe, PayPal, Bizum, and bank card with 3D Secure.
✅ Bank transfer (invoice) payment is available upon request. The order will be processed only after payment has been confirmed in the store’s bank account.
❌ Payments to personal accounts or private cards are not accepted.
✅ For high-value orders, identity verification (KYC) may be required.
✅ The store reserves the right to cancel orders in case of suspected fraud.

4. Delivery and Shipping

✅ All shipments include a tracking number and delivery confirmation (signature or door photo).
✅ For cash-on-delivery orders, the store may request a deposit (e.g., 20%).
✅ Delivery times are clearly indicated but may be delayed due to force majeure.

5. Refunds

✅ Refunds are processed within 14 days after receiving and verifying the returned product.
✅ Refunds are issued using the same payment method as the original transaction.
✅ Shipping costs are non-refundable, except in the case of defective products.

6. Fraud Prevention

✅ The store may:

• Verify serial numbers on returned items

• Reject returns if the device does not match (e.g., different IMEI)

• Request photos or videos prior to return shipment
  ✅ All returns are video recorded.

7. Store Protection

✅ The store reserves the right to:

• Suspend or cancel orders suspected of fraud

• Restrict participation in promotions in cases of abuse (multiple accounts)

• Report fraudulent activity to the competent authorities (Guardia Civil, Mossos d’Esquadra) and payment platforms.

8. Promotions and Coupons

✅ Coupons and discounts are limited to one use per customer.
✅ The store may cancel orders in case of abuse.

9. Applicable Law

✅ Spanish and European Union law applies.
✅ Disputes will first be resolved through direct claims, then via Consumer Arbitration Boards (Junta Arbitral de Consumo) or the courts of the store’s registered address.

10. Additional Security Measures

📌 Mandatory 3D Secure authentication
📌 Manual review of suspicious orders
📌 IMEI / serial number registration
📌 Video recording of packaging and returns
📌 Anti-fraud systems from payment gateways (Stripe Radar, PayPal Seller Protection, Redsys)

11. Data Protection (GDPR)

✅ The store complies with Regulation (EU) 2016/679 (GDPR) and the Spanish LOPDGDD.
✅ Use of this site implies acceptance of the Privacy Policy and Cookie Policy.
✅ Personal data is processed only for legitimate purposes (contract execution, legal obligation, or consent).
✅ Users may exercise their rights (access, rectification, deletion, objection) by contacting the Data Protection Officer (DPO).
✅ The use of cookies requires consent, which can be managed at any time through the settings panel.

12. Prices and Commercial Terms

✅ All prices shown on the website include taxes (VAT) and are valid at the time of ordering, unless otherwise stated.

✅ If a product appears with a price of €0, it means that the item is available only upon prior request. Its price will be determined individually during negotiations with the customer, depending on the quantity, delivery terms, and other specific order details.

✅ The store reserves the right to modify prices until order confirmation and dispatch. In the event of a price change after placing an order, the customer will be informed and may:

• Accept the new conditions, or

• Cancel the order at no cost.

✅ The final price will always be confirmed before shipping the product to the customer.

For Retailers

We are open to cooperation with retail partners across Europe. We offer flexible wholesale terms, competitive prices, and reliable supplies of equipment and spare parts.
Our partners gain access to a comprehensive product database, marketing support, and a dedicated account manager. We value trustworthy business relationships and are always ready to build mutually beneficial partnerships.
Submit your request through the form or contact us directly — let’s discuss the details of cooperation.