Here you have all the information about warranty and returns of products purchased in the online store XRshop.
Commercial transactions carried out through this website are subject to the legislation in force in Spain, excluding any other national legislation and regardless of the place of residence of the buyer.
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Contact us by sending a message to firstname.lastname@example.org informing the order number, serial number of the device (if applicable) and the problem of the article, in less than 24 working hours, an agent will attend your incident.
In general, consumer goods are subject to the provisions of Royal Legislative Decree 1/2007 of November 16, 2007, revised text of the General Law for the Defense of Consumers and Users and other complementary laws (LGDCU). The seller warrants that the product conforms to the contract of sale for a period of three years from delivery. Two years for orders placed before 01/01/2022.
In the case of reconditioned items, this warranty period is one year from delivery. Within this period, in case of non-conformity or defect, the consumer may demand the repair or replacement of the product and if this is not possible, obtain a price reduction or termination of the contract, with the exceptions and requirements established in the LGDCU. In the absence of proof to the contrary, it will be presumed that the lack of conformity that becomes apparent within two years after delivery of the product, already existed when the thing was delivered, except when this presumption is incompatible with the nature of the product or the nature of the lack of conformity. In the case of reconditioned items, this presumption period is one year.
The warranty does not cover failures or defects resulting from:
- Improper or inadequate maintenance by the Customer.
- Software, interfaces or supplies of the Customer or a third party.
- Unauthorized modifications.
- Improper use or operation outside the specifications of the Product.
- Abuse, negligence, accident, loss or damage during transportation not attributable to the seller.
- Inadequate preparation of the installation site.
- Unauthorized maintenance or repair.
- Accidents, natural disasters or any other cause beyond Seller's control.
* We remind you that to qualify for the relevant warranty or review of a component, accessory or the entire product, it is necessary to return the contents of the order in full, ie the same items and in the same way as you received them from XRshop.
Therefore, if any component is missing or shows clear signs of misuse, we cannot accept the warranty or product revision.
Without prejudice to the applicable legal regime, the terms and conditions of the commercial warranty of each product are determined by its manufacturer and will be delivered to the buyer in writing with the product. It is the manufacturer's responsibility to guarantee the existence of an adequate technical service and spare parts for a minimum period of ten years from the date on which the product ceases to be manufactured.
Those products that are acquired to integrate them in a productive or commercial process and, therefore, excluded from the application of the LGDCU, will have a warranty period of six months, according to the provisions of articles 1484 to 1491 of the Civil Code for the remedy of hidden vices or defects.
How to handle a product under warranty or RMA
- Within the deadline you must send an e-mail to email@example.com, expressing the decision to proceed with the product warranty, providing the order or invoice number, as well as the reference or description of the item or items to be returned and the serial number of the product.
- You will receive by e-mail an authorization where we will validate the warranty and then proceed to an online diagnosis to verify the problem and / or seek an immediate solution via this method.
- At the end of the online diagnosis, if the problem persists, we will proceed to pick up the item or items for a more thorough review. The above mentioned faults or defects are excluded from the warranty. XRshop will not be responsible for the review or warranty process when the product arrives with faults or defects not covered by the manufacturer's warranty. You will have to take care of both the collection of the product and the cost of transport used for it.
- In the event that the resolution of the process is correct, the process will be terminated with the repair of the equipment, replacement or refund by the same means of payment used at the time of sale, unless you choose a different one.
The order has arrived with blows or transport defects.
- Whenever you receive an online purchase shipment, you must check the total content of the order in front of the courier personnel who delivers it to you. If you agree with what you have received, you will be able to sign the delivery note or telematic device provided by the courier.
- If the courier cannot wait for you to check your order, you must indicate this on the delivery note or telematic device before signing, e.g. "not checked" and indicate this to the courier.
- If you notice damage or defects in the order received, you must report it within 24 hours after delivery to firstname.lastname@example.org.
Providing photographs of the condition of the order will help us to claim the damage to the courier company.