Refund policy

1. Return of unused products.

If you change your mind within 14 days of your purchase and the products in your order have not been tested and you no longer want them, we will refund your full purchase price through the same payment method you used to make your purchase, once we have received the product and verified it through quality control that it is in perfect condition. If you have chosen the cash on delivery service, please remember that the refund will be made by bank transfer. To do so, please write to us at service@mail.com and we will tell you how to return it.

If upon receiving the product, you review the contraindications and discover that you cannot use it, please remember that it will be processed as a normal return, as this section must always be reviewed before making the purchase.

In any case, the return will always be the customer's responsibility.

Remember, it is very important to indicate your name and order number on the package (you can find it in the purchase confirmation email and it always begins with a #). If we cannot identify the returned order due to missing information, we will not be responsible for processing the return.

2. Return of used products.

If you've tried our products and they don't meet your expectations, don't worry; you can return them within 14 days and we'll issue you a non-expiring discount voucher for the amount of the returned items. Write to us at service@mail.com and we'll tell you how to return them. In any case, the return will always be the customer's responsibility.

If, after using the product, you review the contraindications and discover that you can't use it, remember that it will be processed as a normal return for used products, as this section should always be reviewed before making the purchase.

Remember, it's very important to indicate your name and order number on the package (you can find it in the purchase confirmation email and it will always begin with a #). If we cannot identify the returned order due to the lack of the information provided, we will not be responsible for processing the return.

3. Deadline for exchanges and returns.

If you wish to return your product, please remember that it is very important to do so within 14 days of receiving your order. If you return it outside the deadline, meaning after the required 14 days and we receive your products at our warehouse, we cannot be held responsible for the return, and therefore, under no circumstances will refunds or discount vouchers be issued. If you wish to return your product, it will be shipped using the freight collect service, the cost of which is subject to the service provided by each Nacex branch.

4. Order Error.

If upon receiving your order, the product is not the one you purchased, is in poor condition, or is defective, don't worry, we will resolve it quickly. First of all, we apologize if this has happened to you. Since this is our responsibility, we will cover the full costs of processing the exchange. This does not incur any costs or management fees on the part of the customer.

Please notify us within 48 hours of receiving the order by sending an email to service@mail.com and explain your situation so we can resolve it as quickly as possible. In this email, please send a photo/video so we can help you resolve the issue more quickly.

Please remember to always include the order number so we can quickly identify you.

5. Defective Order.

4.1 If, upon receiving your product, you discover that it is not working properly within 48 hours of receiving it, please send us a video to service@mail.com where we can see the problem. Don't worry, if it is defective, we will exchange it as quickly as possible so you can enjoy it as soon as possible.

To make this exchange, IT IS ESSENTIAL TO KEEP THE ORIGINAL DEVICE BOX AND ALL ITS ACCESSORIES.

If, on the other hand, you do not accept this exchange and wish to return it, this will be at your expense. We will provide the appropriate instructions in our email communication. Once we receive the product and our team confirms that it is defective, we will proceed with the refund.

4.2 If less than 2 years have passed and your device stops working, please send us a video to service@mail.com where we can see the problem. Don't worry, if it's defective, we'll replace it as quickly as possible so you can enjoy it as soon as possible.

To make this exchange, it is essential that you keep the original packaging of the device and all its accessories.

6. Changes or cancellations.

Orders are processed automatically and daily. If you have placed your order and wish to cancel it or make any changes (for example, a change in the delivery address, a product modification, etc.), please contact service@mail.com immediately and we will attempt to make the changes you indicated in the email, provided your order has not yet left our warehouse.

If your order is in transit and you wish to continue with the cancellation, you must wait until we receive it before returning it to the address indicated in this section. Once we receive the order, we will refund the full amount of your order.

Remember, it is very important to indicate your name and order number on the package (you can find it in the purchase confirmation email and it will always begin with a #). If we cannot identify the returned order due to the missing information, we will not be responsible for processing the return.

You will always receive your refund in the same way you made the payment, unless you chose cash on delivery. In this case, we will ask for your account number so we can make a bank transfer.

Sincerely, Mrs. Maria-Masderm

Carretera Vic 236, 08243 Manresa (Barcelona)

7. Discount Codes.

If you have a discount code and have not applied it to your order, it cannot be deducted from that order. Please always check how to apply the discount and do not complete the purchase if you do not see the discount applied.

If this still happens, please contact service@mail.com explaining your situation and we will try to find a solution.

It is important to keep in mind that discounts do not accumulate, so in the case of specific campaigns, you will not be able to apply the discount; you must wait until it ends and apply it to your next purchase.