Commercial transactions carried out through this website are subject to the legislation in force in Spain, to the exclusion of any other national legislation and regardless of the buyer's place of residence.
The item is not working correctly
Get in touch by sending a message to clients@xrshop.store stating the order number, device serial number (if applicable), and the issue with the item; an agent will address your case in less than 24 business hours.Warranty Period.
In general, consumer goods are subject to the provisions 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 (LGDCU). The seller guarantees that the product is in accordance with what was agreed upon in the sales contract for a period of three years from delivery. Two years for orders placed prior to 01/01/2022.In the case of refurbished items, this warranty period is one year from delivery. Within that period, in the event of non-conformity or defect, the consumer may demand the repair or replacement of the product and, if that is not possible, obtain a price reduction or the resolution of the contract, with the exceptions and requirements established in the LGDCU. Unless proven otherwise, it will be presumed that non-conformities that manifest within two years after the product's delivery already existed when the item was delivered, except when this presumption is incompatible with the nature of the product or the nature of the non-conformity. In the case of refurbished items, this presumption period is one year.
Failures or defects resulting from the following are excluded from the warranty:
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Inappropriate or inadequate maintenance by the Customer.
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Software, interfaces, or supplies from the Customer or a third party.
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Unauthorized modifications.
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Inappropriate use or operation outside the Product's specifications.
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Abuse, negligence, accident, loss, or damage during transport not attributable to the seller.
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Inadequate preparation of the installation site.
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Unauthorized maintenance or repair.
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Accidents, natural disasters, or any other cause beyond the seller's control.
* We remind you that to qualify for the relevant warranty or inspection of a component, accessory, or the entire product, it is necessary to return the entire order content; that is, the same items and in the same manner as you received them from XRshop.
Therefore, if any component is missing or if they show clear signs of misuse, we cannot accept the warranty or inspection of the product.
If these anomalies that invalidate the warranty are found once the product is at our facilities, you will be responsible for both collecting the product and the transport costs incurred for doing so.
Without prejudice to the applicable legal regime, the terms and conditions of the commercial warranty for each product are determined by its manufacturer and will be provided 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 the good ceases to be manufactured.
Products purchased to be integrated into a productive or commercial process and, therefore, excluded from the application of the LGDCU, will have a warranty period of six months, as provided in articles 1484 to 1491 of the Civil Code for the remediation of hidden faults or defects.
How to manage a product under Warranty or RMA
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Within the period, you must send an email to clients@xrshop.store, 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 product's serial number.
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You will receive an authorization by email where we will validate the warranty, and subsequently, an online diagnosis will be performed to verify the problem and/or look for an immediate solution via this method.
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Upon finishing the online diagnosis, if the problem persists, the item or items will be collected for a more thorough review. Failures or defects mentioned above are excluded from the warranty. XRshop will not take charge of the inspection or warranty process when the product arrives with failures or defects not covered by the manufacturer's warranty. You will be responsible for both collecting the product and the transport cost incurred for doing so. Furthermore, if the product in question arrives at XRshop facilities incomplete due to the lack of any component, the lack will be notified to the customer, and they will be required to send all remaining components of the product to XRshop facilities within a maximum period of 7 days, with the customer assuming the full shipping cost. In the event that shipment confirmation of the missing component is not received, we will not be able to manage or accept the RMA, and the customer must collect the device from our warehouse, assuming the transport costs.
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In the event that the resolution of the process is correct, the process will be concluded with the repair of the equipment, replacement, or refund via the same payment method used at the time of sale, unless you choose a different one.
The order has arrived with damage or defects from transport
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Whenever you receive an online purchase shipment, you must check the total content of the order in front of the courier staff delivering it. If you agree with what has been received, you can sign the delivery note or the electronic device provided by the courier.
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If the courier staff cannot wait for you to check your order, you must indicate this on the delivery note or electronic device before signing, for example, by writing "unchecked" and informing the courier staff.
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If you notice damage or defects in the received order, you must communicate it to clients@xrshop.store within 24 hours of delivery.
Providing photographs of the state of the order will help us to file a claim with the courier company for the damage.