4. CANCELLATIONS, RETURNS, AND CLAIMS.
The customer may modify an order as long as it has not been dispatched. If, for any reason, you want to make a modification regarding the confirmation sheet, you must notify it as soon as possible via email to our Customer Service Department via email to firstname.lastname@example.org indicating the desired modifications. Any difference in the amount between the original order and the modified one will be processed following the procedure corresponding to the chosen payment method.
For its part, Nivalis may not replace a product requested by the customer without prior consultation with the customer.
If the client cancels a confirmed order when it has already left the Nivalis facilities towards the destination, or does not accept the package on arrival, Nivalis may demand payment of the transport costs caused by the cancellation .
All product returns will be accepted as long as the product has not been used, and they keep their original seal or label intact. The return of the product without them will not be accepted, unless it is due to defects of origin, in which case the exchange will be made for other equal ones. The item to be returned must be properly packed for its return.
The customer will be responsible for the shipping costs in the event of a return, unless it is caused by an error in the shipment by Nivalis or by a manufacturing defect or tare. In this case, the exchange will be made for an equal one once the product to be returned has been received. Nivalis will take care of the return and forwarding costs.
To make a return, the customer must fill out the return form that can be found in the "Easy return" section of the menu at the bottom of the page. Once the return notification has been received, Nivalis will contact the customer offering him the possibility of arranging a collection by the Nacex transport company at his home or at the address provided, upon payment (€ 5.90), or send us the product by another transport service of your convenience, assuming the customer the costs arising from it.
In the case of requesting a change of size, never send the product to be exchanged before contacting Nivalis, who must check the existence of the new size in stock. Otherwise we will give you an alternative, or you can return the product. The reshipment of a new size will not imply the payment of the shipping costs by the customer, but the return of the product to be returned.
Please return the item using its original packaging in addition to the instructions, documentation and packaging that may accompany it.
Once the merchandise to be returned has been received, we will proceed to carefully examine the returned product and we will notify you by e-mail within a reasonable period of time if it is necessary to return or replace it (if applicable). The return or replacement of the item will be made as soon as possible and, in any case, within 14 days from the date on which we send you an email confirming that the return or replacement of the non-compliant item is appropriate. < / p>
In the event that the product (s) cannot be replaced, the amounts paid for those products that are returned, due to some defect or defect, when they really exist, will be fully reimbursed, including the expenses of delivery incurred to deliver the item, and assuming the return costs.To this end, it will always be Nivalis who requests the withdrawal of the product from the transport company it deems appropriate, normally Nacex
Returns and partial cancellations will give rise to partial refunds, of the total amount paid for the entire order. Transportation, reimbursement and gift packaging costs will not be returned if the return is partial.
The refund will be made on the same credit card that was used to pay for the purchase.
5. RIGHT OF WITHDRAWAL.
In accordance with Law 3/2014, of March 27, which modifies the revised text of the General Law for the Defense of Consumers and users (LGDCU) and other complementary laws. The law adopts the community directive 2011/83 on consumer rights into national law. Nivalis recognizes the right of withdrawal of any purchase made in www.tiendasnivalis.com provided that it is communicated within a maximum period of 14 calendar days from the moment the customer received the product through the existing return form on the web or by attaching the following form.
The customer must return, without any undue delay and, in any case, no later than 14 calendar days from the date they receive their purchase. The term will be considered fulfilled if you return the goods before said term has expired, sending them to:
A / At: Nivalis Returns Department
Address: Avenida de Sierra Nevada 93, 18190 de Cenes de la Vega (Granada)
In relation to the withdrawal costs, this right cannot entail any cost for the user, beyond the fact that if the return is purely due to the right of withdrawal, and not to a lack of conformity of the product, the user must bear the cost of the return costs, unless the employer has agreed to assume them in the signed contract or has not previously informed the user that they must bear these costs. (Art. 108 of the Consolidated Text of the General Law for the Defense of Consumers and users, TRLGDCU).
Therefore, the customer must bear the direct cost of returning the goods.
In all cases, the products to be returned must be in perfect condition, in their original packaging and with the manuals, accessories or promotional gifts, if applicable, included. If not, this withdrawal cannot be exercised. The returns department will verify that everything is correct and in perfect condition, giving authorization to the Administration Department and will notify the client via email.
5.1 Products not subject to the right of withdrawal.
In accordance with article 103 of Royal Legislative Decree 1/2007, of November 16, which approves the Consolidated Text of the General Law for the Defense of Consumers and users and other complementary laws, It will not be possible to request the right of withdrawal in relation to:
“ The right of withdrawal will not be applicable to contracts that refer to:
c) The supply of goods made according to the specifications of the consumer and user or clearly personalized.
d) The supply of goods that may deteriorate or expire quickly.
e) The supply of sealed goods that are not suitable to be returned for reasons of health protection or hygiene and that have been unsealed after delivery ”
In accordance with current regulations, returns of masks are not accepted among others for hygiene reasons.
Extracted from the general conditions of purchase. You can read the rest here..