Return policy
Our returns policy forms part of and should be read in conjunction with our General Terms and Conditions of Sale. Concentrace reserves the right to amend this policy when necessary.
Right of Cancellation
You have the right to cancel this contract within 14 days without providing any reason.
The cancellation period will expire after 14 days from the date on which you or a third party (other than the carrier authorized by you) acquired the goods.
To exercise your right of cancellation, you must notify us clearly of your decision to cancel this contract—either by selecting the appropriate option in your user account or by email. You may use the cancellation form provided below, though it is not mandatory.
How to Exercise the Right of Cancellation
Please ensure that the products are returned with the original packaging unopened. Unwanted items must be in pristine condition, with intact, unopened packaging.
Effects of Cancellation
If you cancel this contract, we will refund all payments received from you, including shipping costs (except for any additional costs resulting from your choice of a delivery method more expensive than our standard option).
We reserve the right to reduce the refund amount if the returned goods show signs of unnecessary handling that led to a loss in value.
The refund will be issued without undue delay and no later than:
(a) 14 days after we receive the returned goods; or
(b) 14 days after you provide evidence that the goods have been returned; or
(c) if no goods were exchanged, 14 days after you informed us of your decision to cancel the contract.
Refunds will be processed using the same payment method you used for the original transaction, unless you request otherwise. You will not incur any fees as a result of the refund. However, you are responsible for the cost of returning the products.
Cancellation Request Form
I hereby notify you that I wish to cancel my contract of sale for the following products:
Order date:
Order number:
Name:
Address:
Date:
What to Do If I Received an Incorrect Item
We maintain high standards in packaging orders. However, mistakes can occasionally happen. We apologize if you have received an incorrect item. As part of our commitment to customer satisfaction, we will do our best to resolve the issue quickly and efficiently.
Each case will be reviewed individually, and we may require additional information such as photos to determine the best course of action. Our aim is to provide the best solution as quickly as possible.
What to Do If I Received a Damaged Item
We do our best to ensure all orders arrive in perfect condition. We apologize if you received a damaged item.
Please do not refuse the delivery. Instead, accept the order and contact us immediately. Refusing a delivery may cause delays in the return process.
You can contact us through your account via the online Message Center. Please attach any images of the damaged item in your message. A member of our team will review the case and offer the best possible solution.
What to Do If I Received a Faulty Product
We aim to ensure all products and orders from Concentrace meet the highest quality standards. Occasionally, problems may occur.
We apologize if you believe you received a faulty product. We take product quality complaints very seriously and will investigate to resolve the issue as soon as possible.
Please contact us at info@concentrace.es, providing details of the faulty item. If possible, attach images to your message.
Concentrace’s quality control team will investigate the case and aim to resolve it within 48 to 72 hours.
How Do I Return a Product?
Please contact our Customer Service team to proceed with a return.
You will need to provide your order number, the product you wish to return, and the reason. Our team will provide a return number and the address to which the item should be sent.
Please package the product securely and include a copy of the return form.
When returning an item, always request a receipt from the post office or courier company. This receipt will serve as proof of return until you receive your refund or replacement. Without it, we cannot process your refund or exchange in case the item is lost in transit.
Any defective product will be replaced with the same item. If that item is out of stock, we will refund the amount to the original payment method.
Any item you accept and then return is your responsibility until it reaches our warehouse. Therefore, please use a tracked delivery service that insures the value of the goods.
Refund of Shipping Costs
We will gladly refund shipping costs if the return is due to our error. For example:
– If we sent you the wrong item
– If the item is damaged or faulty
– If you receive a replacement item that you no longer want
We will not refund shipping costs for unwanted items or items you no longer need. You are responsible for covering these return costs, and again, we recommend using a delivery service that insures the value of the goods.
We will not refund shipping costs for returned items reported as faulty or damaged if no fault is found upon inspection. The cost of resending the item will depend on the item and will be communicated to you after the testing process is complete.
Complaints
If you are not satisfied with how a return or exchange has been handled, we will do our best to resolve the issue. Please contact our Customer Service team at info@concentrace.es.