Here you have all the information about the warranty and returns of products purchased in the XRshop online store.

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 place of residence of the buyer.

The item is not working properly

Get in touch by sending a message to clients@xrshop.store informing you of the order number, device serial number (if applicable) and problem with the item. In less than 24 business hours, an agent will attend to your incident.

Guarantee Period.

In general, consumer goods are subject to the provisions of Royal Legislative Decree 1/2007, of November 16, consolidated text of the General Law for the Defense of Consumers and Users and other complementary laws (LGDCU). The seller guarantees that the product conforms to what was agreed in the sales contract for a period of three years from delivery. Two years for orders placed before 01/01/2022.

In the case of refurbished items, this warranty period is one year from delivery. Within this period, in the event 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 reservations and requirements established in the LGDCU. Unless proven otherwise, it will be presumed that the lack of conformity that manifests itself in the two years following the 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 product. the lack of conformity. In the case of reconditioned items, this presumption period is one year.

Failures or defects resulting from:

• Inappropriate or inadequate maintenance by the Client.
• Software, interfaces or supplies of Customer or a third party.
• Unauthorized modifications.
• Improper use or operation outside of Product specifications.
• 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 the seller's control.

* We remind you that to qualify for the relevant warranty or revision of a component, accessory or the complete product, it is necessary that you return the content of the entire order to us, that is, the same items and in the same way as you received them by part of XRshop.

Therefore, if any component is missing or shows clear signs of misuse, we cannot accept the warranty or review of the product.

If you find these anomalies that invalidate the warranty with the product already in our facilities, you will have to be responsible for both the collection of the product and the cost of the transportation used for it.

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 responsibility of the manufacturer to guarantee the existence of adequate technical service and spare parts for a minimum period of ten years from the date on which the good ceases to be manufactured.

Those products that are acquired to integrate them into a production or commercial process and, therefore, excluded from the application of the LGDCU, will have a guarantee period of six months, according to the provisions of articles 1484 to 1491 of the Civil Code for sanitation. of hidden vices or defects.

How to manage a product under warranty or RMA

• 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 with the product serial number.
• You will receive an authorization by email where we will validate the warranty and, then, an online diagnosis will be carried out to verify the problem and/or seek an immediate solution via this method.
• At the end of the online diagnosis, if the problem persists, the item or items will be collected for a more exhaustive review. The faults or defects mentioned above are excluded from the guarantee. 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 be responsible for both the collection of the product and the transportation cost used for it. Furthermore, if the product in question arrives at the XRshop facilities incomplete, due to the lack of any component, the customer will be notified of the lack and will be required to send all the remaining components of the product to the XRshop facilities, fully assuming the shipping cost on the part of the client. If we do not receive shipping confirmation of the missing component, we will not be able to manage or accept the RMA and the customer must collect the device from our warehouse, assuming the transportation costs.
• If the resolution of the process is correct, the process will be completed with the repair of the equipment, replacement or refund for the same payment method used at the time of sale, unless you choose a different one.

The order has arrived with knocks or defects due to transport

• Whenever you receive an online purchase shipment, you must review the total content of the order in front of the courier staff who delivers it to you. If you agree to what you received, you will be able to sign the delivery note or telematic device provided by the courier.

• If the courier staff cannot wait for you to check your order, you must indicate this on the delivery note or telematic device before signing, for example stating “not reviewed” and indicating this to the courier staff.

• If you notice damage or defects in the order received, you must notify us within 24 hours of delivery to clients@xrshop.store

Providing photographs of the status of the order will help us claim damages from the courier company.