RETURNS OF ORDERS PLACED IN ONLINE STORE:
You can return one or more items of your order, without any reason; within a period of 15 calendar days, counted from the day you receive your order.
Modalities of return of online orders:
- IN PHYSICAL STORE. Go to the nearest 4Elementos store to make the exchange or return (see stores). Remember that it is essential to present the original box or packaging of the items without any damage, as well as the products in perfect condition. The store will process your return, and our returns center will proceed to reimburse the amount by the same payment method used to place the order online. Please note that it may take up to 10 working days to be processed.
- BY COURIER. Request a refund by sending an e-mail to info@4elementos.es with the subject “Return + Order Number”. Specify which products you wish to return.
Once the return is notified and accepted by 4Elementos, you have two options to proceed with the shipment of your online order:
OPTION 1. We do it for you (cost 4.95€) - For National Orders (not including Portugal).
- We will send you a return code that you will have to show at the post office. They will print the sticker label and stick it on the package to be returned.
IMPORTANT: It is essential to return the items in perfect condition and in its original state. With labels, unworn and unaltered, with the original box or wrapping and unwashed. The original box of the shoes must be returned intact. You will need to put it in another bag/box for shipping.
- Insert in the package you are returning, the invoice that came with your order or download the return form and include it.
- Once the package arrives at our warehouse, we will reimburse you the amount of the product by deducting the return for a value of 4.95€ from the shipping costs. In case of return of the total amount, the cost of transport will be deducted if the error is not attributable to 4Elementos.
- The refund will be made by the same payment method you used to make the purchase. It may take from 24 to 72 hours to be processed.
OPTION 2. Managed by the customer - For National Orders and only option for International Orders
- You must notify the return to clientes@4elementos.es and wait for acceptance. If the return is accepted, we will send you the address of the warehouse where you must send your order back.
- Include the invoice that came with your order or complete the return form to include it in the package. You must include it inside the box in which you are sending the return.
- Put the items to be returned in a box. It can be the same one they came in. Make sure that the original box of the product is properly protected and packaged so that it is not damaged in transit.
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Send the package. Shipping costs are to be paid by the customer. You can choose the shipping company of your choice. The box must include on the outside both your data as the sender and the shipping address that we have previously sent you via email.
*The package must arrive directly to our facilities. Send it as a “Standard Package” and not by “Registered Letter”.
*If your order is international, you must use a shipping method that covers customs and import costs at destination.
Refund. When your package arrives at our headquarters and we verify that the items are in the aforementioned conditions, we will proceed to make the corresponding refund of the product (exempt in the return the shipping costs). In case of refund on the total amount, the cost of transport will be deducted if the error is not attributable to 4 Elements.
The refund will be made by the same payment method you used to make the purchase. It may take from 24 to 72 hours to be processed.
Online order changes
This modality does not exist. We do not accept online exchanges.
Please return the item you do not want and place a new order.
RETURNS OF ORDERS PLACED IN PHYSICAL STORES:
In orders placed in physical stores, both normal purchases and “Express Sales Orders” (those that are made in one of our physical stores and shipped to the address of the customer's choice) will not be refunded. Instead, a voucher with no expiration date will be issued for the same value of the returned items.
Additional Notes
You are expected to handle and inspect items in the same manner as you would be allowed to do in a physical store until you decide to accept the items.
All items being returned must be unused, complete, with tags and in their original packaging. In the event of non-compliance, you are responsible for any diminished value of the items and your return may be refused.
Claims policy if products are defective:
As a consumer, you are entitled to the legal warranty of the country where you reside.
Under the legal warranty, you are entitled that the products:
1. Are free from defects at the time of delivery; 2. correspond to what was agreed upon.
2. Correspond to what was agreed and what was stated in our offer.
3. Meet the characteristics necessary for use under normal conditions.
If, in spite of everything, any product delivered by us unexpectedly presents any defect, or breaches the legal warranty in any other way; we ask you to inform our customer service by exposing your claim through the email address clientes@4elementos.es with the subject “Defect”.
We recommend that you:
1. That you clearly state what defect or problem the product has.
2. That you include several images or videos where you can clearly see what defect it has and in what general condition the item is.
4Elementos will evaluate your claim and if it is well founded, we will request a pick up of the defective product. Following our protocol, we will evaluate the condition of the items, and proceed to refund the amount of the same.