Return Products
How to return an item?
Learn more about what items can be returned and in what conditions.
Returning an item
Article 68.1 of Spanish Royal Legislative Decree 1/2007, of 16 November, which approves the text of the General Law for the Defence of Consumers and Users establishes the Right of Withdrawal, the ability of the consumer and user to rescind from the contract, notifying the other contracting party within the period established for the exercise of that right, without the need to justify their decision and with no penalty of any kind.
It is the obligation of the contracting party to make available to the consumer or user a document for withdrawal or for the management of a clearly identified return (Art. 69.1 RDLg 1/2007).
The period for the consumer or user to exercise this right will be 15 days, which will be computed from the date of receipt of the product by the buyer or the collection date by an external agency at our facilities (ART. 71 RDLg 1/2007). The costs generated by the return of the product will be borne by the buyer (Art. 101.1 RDLg 1/2007).
In accordance with the foregoing, the applicant accepts and makes use of the Right of Withdrawal as covered by current regulations.
What are the reasons for a return?
- If you wish to return the order within 15 days of its receipt.
- If the product is under warranty.
- If the product is defective.
- If the product received has damage caused by transportation.
What are the reasons for a product to be returned?
The product is defective
Damage
It does not meet expectations
Learn more about returns
What is the time limit for a product guarantee?
The product warranty is 2 years for new items and 1 year for items on offer or purchased at the Outlet. Although it will depend on the policy of each manufacturer. The warranty starts from the invoice date. At ErosFy we have a non-detectable warranty seal with a code assigned to the product that identifies the date of shipment, which must coincide with the information provided by you.
How long does it take to process a warranty claim?
The period for this process is generally from1 to 5 working days, however we always do our best to accelerate the process.
Do I have to keep the original packaging?
When dealing with personal hygiene articles, it is essential to send the article in its original packaging. The need to store the original packaging in order to process the warranty is clearly stated in your website and physical store conditions. Store the product in its original packaging and place that into another box. In this way it will be protected during transport. You also need to include all the accessories.
I received a package that was handled or which was bashed
On some occasions, very much to our regret, a package suffers damage during transport which affects the items inside. If you have found a damaged package or that has signs of having been handled and the products inside are affected, we will take care of it immediately here at ErosFy.
We ask you to please manage the return by indicating “The product or order has arrived damaged/handled” as the reason and we will take care of everything.
Select the affected products by selecting the order for this incident and click “Return”. From the possible reasons for your query, choose “the product or order has arrived damaged/handled” and complete the rest of the sections.
Keep in mind that a cardboard box could have been bashed, but the products inside it are in perfect condition. The reason for packaging is to protect the products, so you should open the box carefully and check if the contents are in perfect condition. If there is no physical damage, there is no reason to declare a transport incident.
It will be necessary to take photos of the outer box to check the state in which your shipment has received in order to process any claim.
On the other hand, if there is no physical damage, but you find that some product is not working as it should, then this would be covered under the warranty as “The product or order has arrived damaged/handled”.
