Returns, refunds, and exchanges are part of doing business as customers may not be satisfied with their orders for any number of reasons: they arrived damaged, they ordered the wrong size, or the item simply didn't meet their expectations, so they will ask you for an exchange or a refund.
Below is a basic template for a return policy that can be adapted to fit your business. Just replace the bold text with your own policy and use the lists as a guide to make sure you don't forget to include any important information:
If you want to return or exchange your order for any reason, we're here to help! We offer free exchanges or returns within 14 days of receiving your order. You can return your product for store credit, a different product, or a refund to the original method of payment.
Take into account the following exceptions in our exchange and return policy: Here are some examples:
Discounted items are considered non-refundable sales and cannot be returned or exchanged
Items returned must have tags attached and must be returned in their original packaging
Items returned must have no visible signs of wear or use.
To initiate an exchange or return, please complete the following steps:
Log in to our online returns portal using your email address and order ID.
Select the products you wish to return or exchange from your order.
Print your prepaid shipping label that you will receive by email.
Ship all items to us using the label provided.
Products that due to hygiene cannot be put on sale again, such as underwear, sanitary products, etc.
Perishable products
Items returned in poor condition
Tienda24 return policies
Regardless of the right of withdrawal described above, the Tienda24 return policy allows you to return the products in case you are not satisfied with your purchase up to 30 days from the date of receipt of the product.
Products must be returned in the same condition in which you received them. Therefore, new products must be returned new, unused and complete. Second-hand products must not show additional damage or signs of use.
The same exceptions to the right of withdrawal apply to our return policy. The following products cannot be returned except in the case of defective products:
Products that cannot be returned due to hygienic or health protection reasons if they have been unsealed by you after delivery (for example cosmetic products), or that were, after delivery, inseparably mixed with other products;
Products that can deteriorate or expire quickly (for example, food or products that are perishable or subject to an expiration date);
Sealed sound or video recordings or sealed software if they were unsealed by you after delivery;
Goods made to your specifications or clearly personalized, including specifically Tienda24 Handmade products;
A Tienda24 service if it had been provided and you had accepted its provision when you requested the service
Digital content (including apps, digital software, e-books, MP3, etc.) that would not have been delivered on a material support (that is, not contained on media such as CD or DVD) if you had consented to the execution at the time of delivery and without it being possible to withdraw from that moment
Daily press, periodicals or magazines with the exception of subscription contracts; Y;
Alcoholic beverages whose price has been agreed at the time you placed the order and which cannot be delivered before 30 days, and whose actual value depends on fluctuations in the market that we cannot control.
Vehicles; object of a long-term rental contract. See the Return a Car help page for more information.
Tienda24.shop Gift Vouchers cannot be returned. However, unused Tienda24.shop Gift Cards may be eligible for a refund. For more information, contact our Customer Service.
Note: if you return an item sold or shipped by Tienda24.shop, we will refund the amount of the product as well as the cost of the return. If the item you purchased was not eligible for a free return and you use a postage-paid return label, we will deduct shipping costs from the total refund amount.
This return policy does not affect your statutory customer rights.
wrong returns
Please make sure you include the correct and complete product when making a return. To receive a refund, the correct product must be returned.
If you have mistakenly sent the wrong product to Tienda24, contact Customer Service as soon as possible, since Tienda24 has no obligation to guard or store incorrect or erroneous returns. Tienda24 cannot guarantee that your product will be found and returned, and no compensation is given for incorrect products shipped to Tienda24.
Defective or damaged
products Defective product
You can claim that a product is defective for three years from the date you received the product for products delivered after January 2022 and for two years after that for products delivered before January 2022. Depending on the claim date and the type of product, there are several options.
Note: If your product is faulty, please first consult the product documentation, eg the user guide for troubleshooting tips or contact the manufacturer. Under the manufacturer's warranty, the manufacturer usually has the option of repairing the product or replacing individual parts of the product. Tienda24 will not carry out the replacement of any part of the product that is missing or defective or offer technical assistance for it if it is not the manufacturer.
If you cannot solve the problem with the help of the product documentation, you can file a claim with Tienda24.shop within a period of three years from the date of receipt of the product for products delivered after January 2022 and within the period of two years for products delivered before January 2022, as described below:
30 days from the date of receipt
You can return a defective product within 30 days from the date of receipt of the order through our Online returns center. There are different solutions to choose from.
Between 30 days and 2 or 3 years from the date of receipt
Technical support may be able to help you resolve any issues with your item, as noted on the Get Product Support help page. If your items are found to be defective after Tienda24's 30-day return period, Tienda24 will provide you with the Certified Repair service for eligible defective items. Repair will be performed by the manufacturer or by a third-party repair service provider authorized by the manufacturers to repair their products. If we are unable to repair the item, we will send you a replacement, and if the replacement is not available, we will refund your purchase price. Repair is only available for qualifying items sold by Tienda24.shop or Tienda24 Warehouse. Tienda24 does not accept returns after 30 days of consumable products (for example, batteries, fuses, ink, bulbs, etc.) or if the defect is due to accidental damage, deliberate damage, caused by external factors or general wear and tear. For more information, see our page on Tienda24 Certified Repairs.
For products not eligible for repair, our Returns Support Center can only be used on a limited basis for complaints made after 30 days from the date of receipt. Get in touch with our Customer Service so that we can help you exercise your right to guarantee.
Defective product: 2 or 3 years after the date of receipt
The legal guarantee lasts for three years from the date of receipt of the product for products delivered after January 2022 and two years from the date of receipt of the product for products delivered before January 2022. Therefore, we do not accept product returns once this period of time has passed. Contact the manufacturer to try to fix the problem.
Note: When Tienda24.shop sends you a replacement for a damaged or defective product, you must return the original product within 30 days from the date we confirm the replacement order. If you do not return the original product to us within this period of 30 days, Tienda24.shop reserves the right to charge the price of the replacement product in the same payment method that you used to confirm the order.
Product damaged during shipment
If you receive a product damaged during shipment, visit our Returns Center to return it within 30 days from the date you received the order or contact our Customer Service. For more information on returns, see our policies.
Note: For defective or damaged products purchased from third-party sellers on Tienda24 Marketplace that were shipped by the seller, please contact the seller. Do not return such products directly to Tienda24.
Tienda24 Global Store Products
Most of the products in Tienda24 Global Store can be returned within 30 days from the date of receipt. Use the Online Returns Center. We will issue a refund within a maximum period of 14 days and confirm it with an email. You will be able to see it on your bank statement within a maximum period of 5-7 working days from the issuance of the refund. In certain circumstances, the refund issuance period may be longer. If the products are incorrect or defective or damaged, you will be refunded the original shipping charges, as well as the import duty deposit for the returned products, once the return has been processed.
For most of the Tienda24 Global Store products, you will be provided with a DHL prepaid return label, which allows you to return the products to any DHL delivery point located in the territory of Spain. You can find your nearest DHL location at the following link: Location of DHL delivery points.
You will also have the option to request a prepaid pickup through DHL.
For more information about Tienda24 Global Store, see the Tienda24 Global Store Terms and Conditions.
How do we calculate return shipping costs?
HOW TO FILL OUT A RETURN REQUEST
- PRODUCTS OR REFERENCE: Enter the name of the item that you want to return or, if you know it, search directly using the Tienda24 code.
- ORDER NO.: the application is intuitive and will automatically show you any orders from your order history that the item could be linked to. If you have several orders containing the same product, select the one which corresponds to this issue.
- ISSUE: From the dropdown menu, select the type of issue which most closely corresponds to the reason for your return.
- DESCRIPTION OF THE ISSUE: Please explain in as much detail as possible the problem with the product that you wish to return. Descriptions such as 'it doesn't work' or 'it doesn't do what it is supposed to do' do not clearly outline the issue and will be refused. It is necessary to provide a clear, detailed, and precise description of the way in which the product is faulty in order to proceed with the return.
- ADD: click on the 'Add' button to include the entry in your returns draft.
- DUPLICATE: In the case of having more that one unit from the same order that has the same problem, you can duplicate the entry using the 'Duplicate´ button.
- DELETE: if you wish to delete an entry, click on the 'Delete' button.
- You will be able to edit the draft and continue adding entries until you either reach a total of €90.00 in merchandise to return, or a period of 6 months has passed since the acquisition of the oldest product to return. Once one of these requirements has been met, you will be able to send the draft by clicking on the Send return request button.
- Once the draft is sent, our Technical Support Team will check it. If all the descriptions of the issue/s are in line with our general terms and conditions, you will be notified that your draft has been preapproved. In the case of the Technical Support Team not accepting any description, the draft will be returned to your control panel and you will be notified by email so that you can revise it and carry out the necessary modifications or delete the items which were not accepted.
- You must indicate the exact address where the merchandise will need to be picked up. Your billing address will appear by default but you can change this if you wish. Please also indicate the number of packages that the carrier will need to pick up.
- Print the labels and attach them to the outside of the packages.
- We will then collect the merchandise, free of charge, within 24/72 hours of receiving confirmation of the pick-up address and the number of packages. Remember to have the merchandise ready for collection by the carrier. If the return is not ready and the carrier has to return a second time, the cost of transport will be deducted from the money refunded for the return.
IMPORTANT:
Remember that we only accept products that have manufacturing faults or delivery errors and which have been reported to Tienda24 within the accepted timeframe established in our general terms and conditions.The Technical Support Team will not accept returns for faults caused by misuse of the product or for which we are notified after the accepted deadline. The preapproval of a draft does not necessarily mean the approval of a full refund. The amount to be refunded will be confirmed after the Technical Support Team's final valuation.
Products sold or shipped by Tienda24 are exempt from return costs regardless of the reason for the return, as long as it is made from Spain within a period of 30 days from the date of receipt of the product. Free returns are not available for heavy and bulky items.