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Post-Sales Service – Returns

RETURNS

There are several reasons why products can be returned. You must bear in mind that there are certain CONDITIONS that should be met or taken into account depending on the return method.

1.-DUE TO WITHDRAWAL OF THE PURCHASE OF THE PRODUCT

The return of our products (withdrawal of the purchase) is accepted, provided that 14 days have not elapsed from receipt of the product and as long as the product is in the same state in which it was delivered. You must keep the shipped product (Icon or Drawing) and the original packaging. It must be presented in perfect condition, without being dirty, stained, with odors, mistreated or with damage caused. Returns will only be accepted for products that have not been assembled, used, or modified in any of its parts and that keep the original packaging in perfect condition (essential to process any return).

Once the product is received, Arthycono will proceed to refund the purchase amount (BOND) or a Bonus for the next purchase as appropriate and excluding transport costs. (Art 107 2. RDLGDCU 1/2007)  ;

* Returns of material for any reason not attributable to Arthycono in whose initial order the product was purchased with the free shipping promotion, the customer will be deducted the amount corresponding to the shipment, depending on the quantity of material / weight / number of packages returned.

You must follow these steps:

1) Access your account and go to the “ORDERS” section and click on the corresponding order.

2) Send us an email to info@arthycono.com including the following information:

Order number, order date, payment method, product(s) you wish to return and the price of each of them.

3) Indicate the reason for the return and the solution you want (BONUS or REFUND)

4) Provide by email to info@arthycono.com, photographs of the product before and after packaging. Remember that it is essential to keep the original packaging.

PARTICULARITIES OF THE PURCHASE WITHDRAWAL:

-If the customer wishes to withdraw from his purchase and it has not been delivered to the carrier, the refund of the amount paid will be made within 15 business days after receiving the email confirming the withdrawal of the same. The refund will be made, whenever possible, by the same payment method used in the purchase.

-If the client wishes to cancel a merchandise that has already been delivered to the carrier, the client must pay the transport costs, even though he has not yet received it at his address. The refund will be made within 20 working days after having received the returned product in the warehouse. The refund will be made, whenever possible, by the same payment method used in the purchase.

-If the customer wishes to cancel a merchandise that he has already received, he must pay all the costs of the return. The refund will be made within 20 business days after having received the product in the warehouse. returned. The refund will be made, whenever possible, by the same payment method used in the purchase. 

2.-DUE TO BREAKAGE/DAMAGE TO THE PRODUCT DURING SHIPPING

The goods must be checked by the customer. In case of receiving a product damaged during transport or if it presents any type of defect, the customer has a period of 48 hours to claim from the receipt of the order through his customer account to our After-sales department and make the claim. If the damages are not reported within this period, the claim will be automatically rejected.

In the event that the merchandise is received by a third person, the buyer undertakes to inform him that the merchandise must be checked. You accept responsibility for any loss or damage if someone signs on your behalf and fails to check.


ATTENTION!!!:  For any type of return, you MUST keep the original packing boxes. Otherwise, no return will be processed.

You must follow these steps:

1) Access your account and go to the “ORDERS” section and click on the corresponding order.

2) Send us an email at info@arthycono.com including the following information:

Order number, order date, payment method, product(s) you wish to return and the price of each of them.

3) Indicate the reason for the return and the solution you want (REPLACEMENT/VOUCHER or REFUND*)

4) Provide  by email to info@arthycono.com, photographs clearly identifying the flaws in the material, the packaging where damages/blows/tears and the carrier’s label can be clearly seen (all photos are essential for any claim).

Arthycono will process a claim for its management and will inform you of its status at all times.

*IMPORTANT: Payment in case you do not want replacement or repair. In this case it is considered withdrawal and the return costs are borne by the customer.

3. -DEFECT/PRODUCT FAILURE (WARRANTY)

All products purchased in our online store come with the following guarantees: 5 years for Icons and 3 years for Impossible Architectures. The start date of the guarantee is the one that appears on the purchase invoice. The guarantees do not include deficiencies caused by negligence, blows, improper use or handling, other than those indicated in the user manuals, incorrect installation not carried out by the authorized technical service when appropriate, or materials subject to wear due to normal use. Color deterioration due to exposure of the product to the action of sunlight or other sources of heat.

Once the product is received in our warehouses, the status of said product will be verified. Our technicians will diagnose the problem and carry out the corresponding repair. 

If the product cannot be repaired, it will be replaced.

You must follow these steps:

1) Access your account and go to the “ORDERS” section and click on the corresponding order.

2) Send us an email to info@arthycono.com that includes the following information:

Order number, order date, payment method, product(s) you wish to return and the price of each of them.

3) Indicate the reason for returning the merchandise.

4) Provide  by email to info@arthycono.com photographs clearly identifying the flaws in the material (all photos are essential for any claim).

SKLUM will process an RMA for its management and will inform you of its status at all times.

4. -DUE TO FAILURE/ERROR SENDING THE ORDER:

When the NO receipt of a product has been detected in the shipment, the product differs from what was requested or does not meet the demanded characteristics that appear on the website, the client has a period of 24/48 hours from receipt of the same to notify the incident.

In the event that the product sent does not correspond to the one the customer has ordered, Arthycono will bear the cost of collecting the wrong product and delivering the correct one.

You must follow these steps:

1) Access your account and go to the “MY ORDERS” section and click on the corresponding order.

2) Send us an email to info@arthycono.com that includes the following information:

Order number, order date, payment method, product(s) you wish to return and the price of each of them.

3) Indicate the reason for the return and the solution you want (REPLACEMENT/VOUCHER or REFUND*)

4) Photographs of the affected parts and of the entire product in all its angles that help identify the incident. Without all the required documentation, no incident will be processed nor will any type of subsequent claim be accepted. Once received, they will be compared with the quality control images and an answer will be given to you by this same means. Examples: take photographs/screenshots to demonstrate errors in the description of the WEB/product, for the Non-receipt of a product, take photographs in which the order is identified with all the products received positioned as they have been received, with their padding if any and inside its corresponding box, etc.  This field is very important since if the incident is not clearly demonstrated, the claim may not be considered.

*IMPORTANT: Payment in case you do not want replacement or repair. In this case it is considered withdrawal and the return costs are borne by the customer.

IMPORTANT

WHAT TO DO WHEN YOU RECEIVE THE ORDER?

It is mandatory to check the contents of the package (as long as the carrier accepts it) and write the reservations on the carrier’s delivery note.

WHAT SHOULD I DO IF I REALIZE I MADE A MISTAKE IN MY ORDER?

Please contact us directly through our Customer Service

WHAT TO DO IF THE MATERIAL IS DAMAGED?

If you receive your product broken, the simplest thing is to reject it indicating the reason on the delivery note, or failing that, leave a note about the condition of the material received on said delivery note from the carrier.

HOW ARE INCIDENTS OR REPAIRS RESOLVED?

At Arthycono we offer you various options:

– Repair or replacement: Generally, as a first option, it can be repaired or replaced in those cases in which the technical service considers it based on the stock, type of product, type of incident, date of management… Keep in mind that for replacement, those parts that have deteriorated due to use by the customer (if any) must be kept and that, consequently, the manufacturer’s warranty does not cover.

– Bonus: Refund of the amount by means of a Discount Voucher to apply whenever you want in a next order. It is not possible after 14 days have elapsed from the receipt of the article, except for exceptions to be considered in each case. Cash in 7-10 days. Due to the management deadlines, this method is more effective for those cases in which a customer meets the purchase withdrawal requirements and wishes to acquire a different item, since once the VOUCHER is processed, they will be able to take advantage of it in their new order more quickly. than the SUBSCRIPTION.

– Payment: Refund of the amount in the account number provided. It is not possible after 14 days from receipt of the item. Cash in 10/15 days. If the payment has been made by transfer, you must indicate your bank account.

WHEN WILL THE PRODUCT BE PICKED UP ONCE THE RMA (Return Merchandise Authorization) has been processed?

Once the RMA has been processed, whatever the incident may be and if a product pick-up is appropriate, the customer must indicate a pick-up day at their home or at the delivery point, at least 72 hours in advance, as well as the schedule (morning-afternoon, estimated time slots) with a wide margin.


Dear customer, we advise you that before requesting an RMA for any type of incident, make sure you carry out the pertinent tests to verify that the product is really capable of benefiting from the guarantee, since if upon receipt of the product, it is working correctly or has no problem and the reason for the return is due to your lack of knowledge to use/assemble the product, you will bear all shipping costs, both outward and return.


If you need any technical advice, you can contact us at
our page at Customer Service

CASES OF CANCELLATION OF THE WARRANTY

-Returns will not be accepted for warranty on damaged items and/or due to misuse of the same.

– When the indicated defects are due to abnormal or improper use; normal wear or aging; an accidental event or, more generally, to an external cause (such as the intervention of an unauthorized third party in the product).

-When the product shows clear signs of use that exceeds its capabilities, as well as obvious mistreatment in the form of blows or damage caused by liquids or corrosive substances, as well as any other anomaly attributable to the consumer.