You can exchange or return (totally or partially) your order without any reason within 20 calendar days from the day your order is placed.
Within this 20-day period, you must inform us that you wish to exchange or return some or all of the items in your order in any of the following ways:
- a. If you are registered, by accessing your private area and indicating within the order itself that you wish to make a return.
- b. by sending us an e-mail to [email protected] indicating the order number and explaining the exchange or return you want to make.
- c. by going to any 4Elementos store where you can exchange or return the relevant items free of charge.
The period of 20 days from the placement of the order will be considered valid as long as the order is delivered according to the delivery times established in our Terms & Conditions. (See Shipping time).
If an order is delivered in a period that is greater than that indicated, this return period will be increased by the days of delay in the delivery with respect to the indicated delivery date.
How to exercise the right of withdrawal
You can proceed with the partial or total return of an order, or the exchange of any of its items, in any of the following ways; however, you must present the Original Purchase Receipt/Invoice, Document of Return if order is placed online, and the original box or packaging, or we will not be able to manage the exchange/return:
Exchange/Return in physical stores - Free of charge
You can go to any physical store (see stores) of 4Elementos with the items you wish to return or exchange, together with the Original Invoice and the Return Document for your order (you will find them inside the box that we sent you), and our store personnel will manage your exchange or return. Remember that you must also present the original undamaged box or packaging for the items.
Once the store processes your return, the returns center will receive a notification and will refund you the corresponding amount using the same payment method used for the purchase within a maximum period of 10 days.
2. Online Returns
Here are the steps to return your products online:
- Place the items you wish to return inside a box so they are protected (it may be the same one in which they arrived) and seal it well. In the box you must include the invoice for the order and the items you wish to return in their original box/packaging.
- Stick a label on the outside (an A-4 label will do) indicating your details as sender and the shipping address below as recipient:
C/ Antonio Puga 41, bajo
32002 Ourense (Ourense)
- Go to a transport company (MRW, Seur, UPS, DHL, Correos Express, etc.) and send the package.
- We do not charge management fees for the return; however, the customer must bear the corresponding transport costs.
- Once we receive the package and check that the items together with their corresponding boxes/packaging do not show any impairment or damage and that they have not been used, we will refund the corresponding amount.
- We will refund the corresponding amount within a maximum period of 10 days after receiving your return using the same payment method used for the purchase.
- The package you send us must be delivered to our facilities (address indicated above) and must not be left at a collection point; for this reason, we do not recommend sending it through a post office as a "Letter".
3. Online Exchange
This is not available. We do not accept online exchanges.
Please return the item you do not want and place a new order.
4. Returns of orders purchased in physical shops
For orders placed in physical shops, both normal purchases and "Express Sales Orders" (those that are placed in one of our physical shops and sent to the address of the customer's choice), no refund will be made. Instead, a voucher with no expiry date will be issued for the same value of the returned items.
* Remember, for Express Sales Orders, you will be issued a voucher, either online or to redeem in 4Elementos physical shops, for the value of the items you wish to return (shipping/return costs are not refunded)
5. Express Order Returns
"Express Order" means orders that have been placed in one of our 4Elementos physical stores and are sent to the address indicated by the customer.
For these types of orders, the amount of the order will not be refunded in the event of a return, but a voucher for the value of the order (excluding shipping costs) will be issued to be exchanged within an unlimited time (i.e. the issued voucher does not have an expiry date).
If you wish to return an item from an Express Order, you can do the following:
- Go to a 4Elementos store within 15 calendar days from the time the order is placed. Remember that you must present the original invoice/receipt and the return document in addition to the item(s) and the corresponding original packaging/box(es).
- Within 15 calendar days from the date the order is placed, send us the items you wish to return together with their original box or packaging, invoice/purchase receipt and return document to the following address: TDR 4ELEMENTOS, C/Antonio Puga 41 Bajo, 32002 Ourense (Ourense).
* Remember that for Express Orders you will be issued a purchase voucher, either online or to redeem in 4Elementos physical stores, for the value of the items you wish to return (shipping/return costs are not reimbursed).
In order to comply with the withdrawal deadline, you can simply send us a communication regarding the exercise of your right of withdrawal before the expiration of said period (20 calendar days from the time you place the order), through the channels indicated at the top of this page.
Items must be returned without undue delay and, in any case, no later than 10 calendar days from the day of your withdrawal notification.
You are expected to handle and inspect items as you would be allowed to do in a store (with due care) until you decide to accept the items. All returned items must be unused, complete, and in their original packaging. In the event of non-compliance, you are responsible for any decrease in the value of the items and we may reject your return and the refund of the purchase amount. See the effects of withdrawal below.
Effects of Withdrawal
If you cancel and return your order in accordance with the aforementioned terms, we will refund you without undue delay and, in any case, no later than 10 days from the date we receive your notification of withdrawal. However, we will only issue the refund when we receive the items. We will refund you the purchase amount paid for the returned products (we will not refund any shipping/return costs) as long as an order is returned in its entirety (all elements that belong to the item, including original undamaged box or packaging). We will refund the corresponding amount using the same payment method used for the initial transaction.
Claim policy for defective products:
As a consumer you have the right to the legal guarantee of the country where you reside.
In accordance with the legal guarantee, you have the right that the products:
- Are not defective at the time of delivery;
- Correspond to what was agreed and indicated in our offer.
- Meet the necessary characteristics for use under normal conditions.
If, despite everything, any product delivered by us unexpectedly presents a defect or breaches the legal guarantee in any other way, we ask you to inform our Customer Service stating your claim through the email address [email protected]
In order to help us solve any potential problems, we recommend you:
- Clearly state what defect or problem the products have.
- Include several images of the products where their defects can be clearly seen and that show their general condition.
After checking the items and informing the corresponding brand so that they can provide an answer about your case, we will tell you what to do next. If your claim is well founded, we will refund the purchase amount.